Issues accessing email account

[MarkG892]

I'd appreciate if anyone can help me with this issue.

I was logged into my Sky Email account yesterday via my laptop and also the Yahoo Mail app on my phone, all of a sudden both were logged out. When I tried to log back in on both it said my password was incorrect. I tried logging in several times and it wouldn't work. I tried to recover the account with it messaging me a code to my mobile phone however the following page came back with a DNS error.

I've just spent ages on a call with Sky who said my account has been disconnected due to a phising email or something. She said the account wasn't recoverable and that I would have seen a message saying it would be disconnected. I've had nothing of the sort warning me of this. 

While on the phone I clicked the link on my laptop and it's logged me back in.

Has anyone else had this issue? The lady I spoke to said my account was going to be disconnected. I stressed the importance of it not being deleted and that I needed the account to stay active. 

If I had an hair, I'd be pulling it out right now!

[caesarome]

@MarkG892 

Not seen that happen to me so as you have your access back it could have been a temporary glitch with your account which has rectified itself somehow. ?

[MarkG892]

I have got access back, but not sure how long for! I'm logged in through the web on my laptop but I still can't get logged on through the Yahoo Mail app on my phone, it's still saying password is incorrect. 

Any idea how I change the alternative email address on my Sky Yahoo Mail account? The one on there is an account I don't have access to.

[caesarome]

@MarkG892 

When you login if you select the "remember me" option and don't sign out you should stay logged in for the next 30 days.

To change the number try this:

https://id.sky.com/mfa/manag

If you can't do it via that link you will have to call Sky for help.

[jayach]

@MarkG892 

That does seem strange. I despair of some of the things people on here report being told by Sky support.

You should be able to change your registered email address at the Sky ID page: https://www.sky.com/mydetails/sky-id.

Use that link in the  same browser that your sky email in working in. 

As for the phone, it is odd that is reporting the password is wrong as the app shouldn't really be using a password once it been registered.

I would try using a different app on the phone, try Outlook, and see if that works first.

Let us know how that goes.

[MarkG892]

@jayach downloaded Outlook, put my sky.com email address in along with password and get an error saying password is incorrect. 

To access my sky.com emails I have to log in to Sky via my browser on my laptop, log in using my sky ID which is linked to my gmail.com account and click the drop down top right and go to Yahoo Mail. When I'm in the Yahoo Mail part of the site it comes up with my sky.com email account which has the same password as I've been using for a while now.

If I go to the Yahoo Mail app on my phone (Android) and log in using my sky.com email address and password it says password not correct. If I log in to the Yahoo Mail app using my gmail.com email address it logs into my Gmail inbox, not my sky.com inbox.

I'm so confused!

Usually wouldn't be an issue as I have access to my laptop 5 days a week at home, but I'm away on holiday from this weekend for almost 2 weeks and won't be able to access my sky.com account. I've tried logging in on the browser on my phone as I do on my laptop but it won't log me in.

[jayach]

@MarkG892 

That does sound confusing.

So do you not have access to the laptop at the moment? Are you completely unable to receive your email at the moment?

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@MarkG892 wrote:

@jayach downloaded Outlook, put my sky.com email address in along with password and get an error saying password is incorrect. 

If I go to the Yahoo Mail app on my phone (Android) and log in using my sky.com email address and password it says password not correct. If I log in to the Yahoo Mail app using my gmail.com email address it logs into my Gmail inbox, not my sky.com inbox.

---

Did Outlook detect your email address as a Yahoo one, if not specifically choose Yahoo yourself.

Why are you trying to log in to the Yahoo app, it should not need to be "logged into" if it had already been working?

[jayach]

Removed, I thought you were already abroad.

[MarkG892]

@jayach Yes logged in via the laptop, can view received emails and also send emails which confuses me as the Sky assistant on the phone this morning told me the account had been disconnected, she kept saying it was due to phishing reasons. She said Sky would of sent an email warning me the account was being closed. I've received nothing of the sort. I don't understand how she can tell me the account has been disconnected yet I can still log in and it works.

Outlook detected it was a Yahoo account, sent me to the Yahoo log in screen where I put my sky.com email address in and the password I've used for a while. It then comes back saying password incorrect.

I'm trying to log back into the Yahoo app. It worked perfectly fine until yesterday evening, my laptop appeared to log out of my emails so I opened the app on my phone to see what was happening and it seems the app had also logged out of my sky.com email account.

[jayach]

It does rather sound like you account may have been compromised, and your password changed.

So on the laptop, using a different browser to your normal one, can you log into your email? https://sky.com/signin/email/

[MarkG892]

@jayach Just tried Edge (was using Chrome) and no, can't log in using the link you pasted, it tells me my password is incorrect. If I click forgotten password and try to reset it the system is sending an email to an old work email account which I've not had access to for over 5 years now. This is the alternative/back-up email address I can't seem to change.

If stay on Edge and I log in to Sky.com using my gmail.com email address and password and go to the top right, click the drop down arrow and click Yahoo Mail the option I get "Sorry - This account does not have a Sky Yahoo Mail". 

If I go back to Chrome and log in to Sky.com using the same gmail.com email address and password and password as above and go to the top right, click the drop down arrow and click Yahoo Mail it opens my sky.com email account and inbox where I can see incoming emails and also send emails.

I agree my account does seem to be compromised but not sure how to resolve this. As mentoned the lady earlier wasn't the most helpful, I got a feeling that because my issue wasn't on her script she didn't know what to say or do. I've checked my email account of suspicious activity and can't see any incoming or outgoing emails which would flag a concern.

[jayach]

It really does sound like the password you are using is incorrect.

Assuming the last time you logged into Sky email you ticked the "remember me for 30 days" box, a cookie will have been set, which is why Chrome is still working.

In Chrome check that the saved password is what you are using,

[MarkG892]

@jayach Yes I will have ticked the box so that I wouldn't need to keep doing the 2 factor authentication with getting a text from Sky. Password being used in Chrome (saved one) is the same as I have been trying to log in with elsewhere that it keeps telling me is wrong.

Is there anyone within Sky who can help or who I can speak to that knows what to do with this? I tried going to Yahoo Mail this morning but they said I needed to go to Sky seeing as it was a Sky account.

[jayach]

@MarkG892 

Unfortunately we don't have direct phone numbers for Sky departments, so go via the normal support number, but ask for the IDM (Identity Management) Team. If you can get to them, they should be able to confirm your identity and recover the account.

Just for info, if it is because your email account has been sending phishing emails, it will have been Yahoo who blocked it, but they won't speak to you as you are not their client. Sky are, so hopefully the IDM team can get Yahoo's block removed

Edit: as you can still send emails, Yahoo can't have blocked it.

Good luck