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Discussion topic: How do I restore my email if my mailbox is suspended?

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This message was authored by Moira61 This message was authored by: Moira61

Re: How do I restore my email if my mailbox is suspended?

I didn't have a number, they called me to update regularly. Having spent more than 2 weeks on the phone, I made contact with the Sky Help Team via Twitter and they escalated to the executive response team. If you screenshot the 'suspended' message and explain that the password reset isn't resolving the issue, they can forward it for action.  A man called Scott within the team told me that he is working to improve the response of Sky to this sort of problem as it's becoming very common, and the troubleshooting pathway that is currently in place is out of date and not addressing it. Good luck

This message was authored by Brendanewell This message was authored by: Brendanewell

Re: How do I restore my email if my mailbox is suspended?

Me just the same..has it been fixed?

This message was authored by Kerrymeg This message was authored by: Kerrymeg

Re: How do I restore my email if my mailbox is suspended?

Im afraid not. Going round in circles. Sky have washed their hands of it and so I'm trying yahoo. I'm not very hopeful! 
the only way to speak to yahoo in person is by premium phone line. 

This message was authored by jayach This message was authored by: jayach

Re: How do I restore my email if my mailbox is suspended?

Posted by a Superuser, not a Sky employee. Find out more

@Kerrymeg wrote:

Im afraid not. Going round in circles. Sky have washed their hands of it and so I'm trying yahoo. I'm not very hopeful! 
the only way to speak to yahoo in person is by premium phone line. 


Trying to go via Yahoo is a waste of time, and any premium rate phone lines are probably not actually Yahoo.

 

This is how I see the problem:

 

If, as it seems, that Yahoo have disabled your account for suspected breaches of security there is no way Yahoo can confirm your identity, as all they have is the email address and password which, from their point of view, has been compromised.

 

It has to be done by Sky as it they you have an account with, and they have the ability to confirm you are the legitimate user of the account

 

Once Sky inform Yahoo that you are the valid user of your account, and provide them with new credentials for the account, Yahoo will presumably unlock it. but it has to be initiated from Sky's end.

This message was authored by Moira61 This message was authored by: Moira61

Re: How do I restore my email if my mailbox is suspended?

You need to get your problem escalated to the executive response team at Sky. They liaise with Yahoo to get it unblocked. Yahoo won't speak to Sky customers. The normal trouble shooting route where they go through the password reset won't work. As I said I got mine unblocked eventually, it took about a month and sent emails appear to be permanently deleted, but I have my in box back. I have  found a phone number I was given, although I never used it, that is supposed to take you to the team but this chat isn't allowing me to share the number. The person within the team who is aware of the problem and working on a pathway to improve Skys response to it is Scott I think. Is it worth raising as a complaint where you ask that the problem is escalated directly to this team? Or contact Sky Help Team on X which is how I got my case escalated 

This message was authored by Kerrymeg This message was authored by: Kerrymeg

Re: How do I restore my email if my mailbox is suspended?

Im afraid not. Going round in circles. Sky have washed their hands of it and so I'm trying yahoo. I'm not very hopeful! 
the only way to speak to yahoo in person is by premium phone line. 

This message was authored by Kerrymeg This message was authored by: Kerrymeg

Re: How do I restore my email if my mailbox is suspended?

Your reply makes sense. I'm trying get the complaint escalated to executive level but it is being resisted. Will keep trying. 

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