Recovery Code

[Terry12345]

I have been with Sky for 17 years mainly because of any issues are dealt with promptly and efficiently and how reliable the service is. I am leaving now for the reason that none of the above now apply. I have spoken to Customer Service at least 8 times and been passed around to various departments. The problem remains even though each one has assured me they have sorted the issue. I can not log directly onto Yahoo as it says it is sending messages to mobile ending in 55, I have access to this phone and nothing comes ever. I can go to Yahoo and log in through the recover my account that sends a message to my 619 mobile as the other phone was removed from the account supposedly. 

I cannot make any changes to my account on the Sky portal as it sends to 55 and no way to change it or get a Recovery code that -The customer service don't seem to know what A Recovery code  is. Several of them have told me the 55 number is not on the account and indeed when they go through the security procedures they need the 619 number. 

I cannot access Yahoo mail at all on my phone as it says it is sending the security number to 55 again which never arrives and when I try to log in directly via Yahoo recovery it still says it is going to the 55 number.

I have wasted hours and hours talking to customer services all of whom say they have fixed it and have not even sending emails asking if I want to close my complaint which I said I did not and they did anyway.

I am now in the process of looking for an alternative supplier. I cannot see an end to the issues and Sky's customer service is terrible  now. Well done Sky for making things a million times worse as far as customer service is concerned. 

[Mark39]

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@Terry12345 wrote:

The problem remains even though each one has assured me they have sorted the issue. I can not log directly onto Yahoo as it says it is sending messages to mobile ending in 55, I have access to this phone and nothing comes ever. I can go to Yahoo and log in through the recover my account that sends a message to my 619 mobile as the other phone was removed from the account supposedly. 

I'm assuming you mean logging into Sky, or Sky Yahoo Mail  not Yahoo. Yahoo is completely separate. 

I cannot make any changes to my account on the Sky portal as it sends to 55 and no way to change it or get a Recovery code that -The customer service don't seem to know what A Recovery code  is.

The Recovery Code is displayed on screen when you set up 2 step verification. Setup can't complete until you've comfirmed making a note of it.

Several of them have told me the 55 number is not on the account

They're correct - it's not. It's the number you gave when you set up 2 step login.

and indeed when they go through the security procedures they need the 619 number. 

I cannot access Yahoo mail at all on my phone as it says it is sending the security number to 55 again which never arrives and when I try to log in directly via Yahoo recovery it still says it is going to the 55 number.

That would be correct.

I have wasted hours and hours talking to customer services all of whom say they have fixed it and have not even sending emails asking if I want to close my complaint which I said I did not and they did anyway.

I am now in the process of looking for an alternative supplier. I cannot see an end to the issues and Sky's customer service is terrible  now. Well done Sky for making things a million times worse as far as customer service is concerned. 

Sky are aware of the Verificati9n Code non-receipt issue affecting some customers and are working on a fix.

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[Lmg]

I have got absolutely no where and just keep going round in a loop z I am now going to write to the Sky complaints address in Livingston. I shall send by Royal Mail Tracking and demand compensation for the time wasted and frustration caused by. Not least waiting for a call today for several hours after I received a text to expect it. 
if no resolution I shall take my complaint to Cisco. 

[jayach]

@Terry12345 

During your many calls to Sky, have you asked them to turn off 2FA for you?

[Terry12345]

The 55 number is the original number on the account it was changed to the other and the 55 removed which i assume is the problem somewhere in the system it has been removed from login when talking to customer service and my lap top log in to Sky Yahoo mail but not the actual Sky web site to change anything. Both phones are Sky and I have access to both phones.

[Terry12345]

Hi yes I did they told me on three seperate occaisions they had. 

[Mark39]

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@Terry12345 wrote:

The 55 number is the original number on the account it was changed to the other and the 55 removed which i assume is the problem...

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No. As I explained before the mobile number on your account has nothing to do with the number Verification Codes are sent to. Sky can't remove this number.

[Mark39]

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@Terry12345 wrote:

Hi yes I did they told me on three seperate occaisions they had. 

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I'm sceptical.  The advisers who answer calls cannot remove 2 step login. They can only pass on your details to a back office team to do so. That's why it takes a few days.

[Terry12345]

Sorry but I really am understanding the number ending in 55 is on the account forever? The customer services when you ring and they ask for a mobile number say its not a valid number on the account and the only number they have is the 619 one so the assumption is it has being removed. The is then that is you loose your phone or access to the phone you can't getinto your email account?Apologies if I am not understanding 

[caesarome]

The 55 number might have been removed from your Sky account but it sounds like it has not been removed from where the verification texts are sent two as your Dky account and two step authentication are two different things.

[Mark39]

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@Terry12345 wrote:

Sorry but I really am understanding the number ending in 55 is on the account forever? The customer services when you ring and they ask for a mobile number say its not a valid number on the account and the only number they have is the 619 one so the assumption is it has being removed. The is then that is you loose your phone or access to the phone you can't getinto your email account?Apologies if I am not understanding 

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It's not on your Sky account. It's the number you entered when you set up 2 step login. You can't change that by changing the number on your Sky account.

There are two ways to change the number used for 2 step login.

The first is to change it to a new number while you still have access to the old one which I agree is probably impractical for most people.

The second is to use your 2 step login Recovery Code (nothing to do with the reset code which is sent when you change your password) to turn off 2 step login, then set it up again entering your new mobile number when asked for it.

That's one of the reasons why it's vital to make a note of the Recovery Code when it's displayed on screen when you set up 2 step login. Personally I believe the consequences of not  making a note of the Recovery Code,should be made much clearer on the set up screen.