Password reset codeto email I have no access to

[kensiko]

Hello all

I have over the past 2 nights have called Sky with what I thought would be a small problem, but no one I spoke to seem to be able to help and pass me to multiple departments, so I feel I am not getting very far.

Rather stupid of me to be in this position but I have lost the password for my Sky email account (SkyID I beleive it's called).  I am no longer a customer of Sky TV since last year but was told I could keep my email.  It seems I do still have it as when I try to do a 'forgot password' I see the screen showing my recovery email address.

Unfortunately, I no longer have access to this recovery email so followed the instructions at the bottom of the page to contact Sky.

Each staff member asks if I have security questions on page but I do not, I see only the revovery email address.  Possibly as I am not a full customer anymore?

They can find my account, but when I ask if the recovery email to be removed or changed to an email I can get to, no one seems able to do it.

The closest I got was a couple of nights ago where I got in touch with someone who mentioned it would take him 5 minutes to remove the recovery password on something called the IDM system (I may have that wrong though).

Unfortunately, at the time his system was down, and he was unable to do it so asked me to call back again.

I did this but despite all the notes this person left, no one else could do it and kept passing me to different departments.

The final call lasted about an hour but while on hold the phone call died.

Is there anyone in this helpful forum that could point me to the correct team to ask for or maybe a direct number if this is possible?

I believe it should be possible as the page does state if I don’t have access to the recovery email to contact them, so this must have been a problem for other people in the past.

Lokk forward to hearing any advice.

[caesarome · Accepted solution]

@kensiko 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[kensiko]

Thank you so much, I will look out for this chat.

[Brill+Gill]

Hi @caesarome, thanks for escalating this. We’ve sent @kensiko an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[kensiko]

Just a quick thank you for the escalation.

The matter was resolved by the ID Management team.

[caesarome]

@kensiko 

Thanks for posting back to say it has been sorted.