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

[Moira61]

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Sky to this sort of problem as it's becoming very common, and the troubleshooting pathway that is currently in place is out of date and not addressing it.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

[Brendanewell]

Me just the same..has it been fixed?

[Kerrymeg]

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. 

[jayach]

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@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. 

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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.

[Moira61]

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 

[Kerrymeg]

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. 

[Kerrymeg]

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

[darrenhuckle]

Sky email hacked, account suspended, can't get back on my emails and sky can't sort it. Any ideas

[caesarome]

@darrenhuckle 

It is doubtful that your account has been hacked so what id happening when you try to login to it ?

[darrenhuckle]

It says the account is suspended. 

[Mark39]

@darrenhuckle I've added your posts to an existing thread reporting the same 'account suspended' issue. Unfortunately the only way to get it reinstated is to persevere through Sky.

The suspension appears to be applied automatically by Yahoo, which is the platform Sky use for Sky Yahoo Mail and previous posts indicate a lack, of understanding by Sky as to how to fix it (Yahoo won't talk to you direct). If the Sky adviser you speak to is at a loss, it may be best to raise an official complaint as others have.

[GJE56]

I have exactly the same situation hacked onTuesday reset password with help of sky and got access back to emails for a few hours TUesday night before finding on Wednesday morning that my email was suspended and nobody seems to be able to resolve. Did you get fixed in the end?

[Mark39]

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@GJE56 wrote:

I have exactly the same situation hacked onTuesday reset password with help of sky and got access back to emails for a few hours TUesday night before finding on Wednesday morning that my email was suspended and nobody seems to be able to resolve. Did you get fixed in the end?

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It appears that @Moira61 did - see previous posts.

[Moira61]

Yes I did in the end, took absolutely ages and was very frustrating . If you look

back in this thread you can see. Call centres won't be able to help and will fob you off. Sky executive response team are aware of issue but for some reason the problem hasn't been shared with the call centres. Raise a complaint and keep following up on social media if necessary. Sky need to work with yahoo. It's not easy to get your complaint escalated but if you persevere hopefully you'll get there. If you quote the info I have described, your experience sounds very similar to mine 

[GJE56]

@Moira61

Did they do any damage once they got into your emails.

One relative of mine has been caught.

They have accessed all three of my email accpounts and attached a different name to them and used to gain access to Apps. I have 2FA on most things especially banking etc. but just annoying not sure how safe to use my accountsbwithout getting copied.