Sky Email Account Hacked - Help Required

[Juice370]

(removed)

I'm a Sky account holder, but an elderly neighbour's Sky email account has been hacked and the hackers have contacted his entire contacts list (including me) and are scamming via an Apple gift card scam for £300 per contact. Multiple residents fell for the scam before I saw the email and had a chance to warn them. Sky Technical has fobbed him off for the last 24 hours, claiming they need expert help to regain access, which will take another 24 hours.  Isn't this a simple forced password reset process? Scam scenarios must be taken seriously because they can lead to devastating effects for the victims.

I have received the scam email as seen below...

"Glad to hear from you, I need you to get an Apple gift card for a friend's daughter who is down with cancer of the Liver. It's her birthday today and I promised to get it for her today, but I can't do this now because all my effort purchasing it online proved abortive. Can you get it from Amazon or any grocery stores around you? I'll reimburse you back as soon as possible. Kindly let me know if you can handle it. Name of account holder"

Please advise ASAP.

Moderator note: Removed inappropriate language

[caesarome]

The automatic forum software would have deleted your first attempt in error.

Login to the online account:

https://skyid.sky.com/signin/email/

Go to Settings > More Settings > Filters and remove anything that you did not setup.

Then go to Settings > More Settings > Mailboxes > Your email address > Reply-to address

And again remove anything here that you did not setup.

Then logout and change your password:

https://skyid.sky.com/resetpassword/

[Mark39]

I doubt they've been hacked. More likely they've fallen for one of the many scams going around which leads to them logging into a fake website designed to capture their log in details.

As above, your neighbour can reset their password themselves. They might also want to consider setting up two step verification which requires a code to be sent to their mobile every time they log in.

[kmcnally]

They were hacked. The same thing happened to me, with the same email being sent to my contact list. And I have 2 step verification which the hackers got past. I managed to get my account back after a couple of days, but since lunchtime today I can't access my emails.

[Mark39]

The evidence from the forum suggests that actually being hacked is rare. Inadvertently giving away your login details via a fake login page is much commoner.

[MancPeteM]

My email is being used to ask for money and I am locked out. You said you got your access back. Did that just happen or did you 'do something'? Any guidence would be appreciated

[Mark39]

@MancPeteM what exactly is the error message when you try to log in?

[MancPeteM]

[MancPeteM]

I've tried the number but nothing useful. The think is I cannot get in at all.

[Mark39]

So what did Sky say when you called?

[MancPeteM]

Said they don't support @Sky any more, it's managed by Yahoo. Yahoo only say change your password etc.....note I can't open the account! Yahoo also said they could offer help but only if I gave them my passport and credit card details. Didn't feel right..

[Mark39]

@MancPeteM, not only not useful, but also completely wrong. (I saw the image before,it was inexplicably removed). Sky do support Sky Yahoo Mail. Yahoo definitely won't. 

You could try resetting your Sky Yahoo Mail password, but if thay doesn't resolve it, I'm afraid you'll have to persevere with Sky. The error isn't common, but I've experienced it myself, and Sky can put it right. If you're not connected to an adviser who knows what to do, I'd suggest as a next step raising a formal complaint. Use the webform option here: https://www.sky.com/help/articles/how-to-make-a-complaint

[caesarome]

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@MancPeteM wrote:

Said they don't support @Sky any more, it's managed by Yahoo.

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Sadly you are not the first and will not be the last person to be wrongly told this.

Ignoring your email can you still access your actual Sky account or are you hit by the same message ?