Locked account

[Stever7811]

I know this has happened to people before but I am now locked out of my email account! For years I have used the email L*****@sky.com through outlook and it has worked without issue. Yesterday it bounced and logging into sky gave an error message with ahelpdesk number. After 4 failed calls each lasting 30-40 minutes the operatives claim that the email address is not associated with any account past or present so never existed! The say that the other address I have which is the same but L****@virginmedia.com is the only address linked. I can log into sky with my account name and with the virginmedia address but not the sky.com one. How do I resolve this if Sky say the email never existed even though it has been in use for over 15 years?

[caesarome]

Are you able to login here:

https://www.sky.com/myaccount/my-details

[jayach]

If you log in here: https://www.sky.com/myaccount/my-details with either address, and select Yahoo Mail from the drop down menu in the top right hand corner, what do you get? 

Also (assuming you can log into "My Detais") try changing your password from the options there, that may remove the block.

[Stever7811]

I can't log in with the sky.com address as I get the error message  if I log in on the virginmedia one I get a message saying I can't create a new email account!

[Stever7811]

No, but it does show the sky.com email! 

[jayach]

@Stever7811 wrote:

I can't log in with the sky.com address as I get the error message  if I log in on the virginmedia one I get a message saying I can't create a new email account!

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@Stever7811 wrote:

No, but it does show the sky.com email! 

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It does almost sound like Sky have removed your email address from their system. I don't think I've ever heard of that happening before.

I really can't think what else you can do in this instance.😥

Edit: I think I would still try resetting the password, and hoping it triggers something. (clutching at straws, I'm afraid)

[Stever7811]

I can get into the account and it shows my email address as the one ending @Sky.com. However, it does not allow me to change the password, email address or other details! Really tearing out what little hair I have left!

[Stever7811]

I can get into my account and this is what is shown. However I can't chnage anything!

[caesarome]

What does it say if you select the edit email and edit password options ?

[Stever7811]

It allows me to try and change the email, but I am worried if I do that it will lose it for ever! If I try to change the password it asks the security question but fails every time, and I am sure I am giving the right answer!

[Stever7811]

OK, managed to change the security question so I could answer it and changed the password, still says the account is locked!😡

[caesarome]

When i had this a few years back it took me something like 3 phone calls until I got through to soeone who knew what to do, I then had to change my password.

[Stever7811]

Ok, manaaged to speak to someone again tonight who told me that all email addressess are moving to Yahoo (I thought they already where) and that Yahoo required 2 step access. He advised me that the chnages will take until the 26th to complete and I have to wait until then to try again! We shall see if that works.

[jayach]

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@Stever7811 wrote:

Ok, manaaged to speak to someone again tonight who told me that all email addressess are moving to Yahoo (I thought they already where) and that Yahoo required 2 step access. He advised me that the chnages will take until the 26th to complete and I have to wait until then to try again! We shall see if that works.

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I wouldn't hold your breath.

[caesarome]

@Stever7811 

I think what you have been told is a load of nonsense.