Sky email account compromised

[RD84]

My Sky email that I've had for 15 years has been compromised. Basically it all started with someone trying to access my jus eat Deliveroo Account,  Netflix etc they managed to change the passwords and seemed to have access to my emails. Changed back up email and passwords and 2 step verification with sky on the phone. The account still being compromised as now an email is being sent (spam) every few mins  from my account must be a bot as it's constant over 200 over night and many in my drafts. Then in my inbox emails about registering new devices/confirming new accounts on booking.com LinkedIn Marriott points etc

. sky to be honest have been no help at all and all they suggest is to change passwords, etc which I've done probably 30 or 40 times in the last couple of months. I've spent many hours talking to them and got nowhere, the manage my devices link in my Sky ID doesn't work and Sky don't seem to know why or have any answers. I've now updated with a new email address most of my essentials but would still like to keep my old email address if possible, but I'm tempted just to tell Sky to shut it down. any help would be appreciated

[Mark39]

@RD84 I'm sorry to read this. I have an inkling about how somebody has managed to gain unobstructed, unauthorised access to your Sky Yahoo Mail account, but for obvious reasons, it wouldn't be appropriate to spell it out here.

If you wish, we can ask Sky's messaging team (CMT) to contact you here so that you can discuss it further via a private online chat. I'll then explain my thoughts directly to the CMT to see if they can help. 

[RD84]

Yes please any help would be much appreciated thank you

[Mark39]

@RD84 OK, I've outlined the issue to the Community Messaging Team to see if they can help you. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide:

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[LauraMac38]

Thanks, @Mark39, for escalating this. We’ve sent @RD84 an invite to chat.

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



 

[Budgie58]

It sounds like you are in the same position as I am.

I have also set up a new account and have asked sky to deactivate the Sky email account, but it is still live (after changing my password AGAIN). Only to find over 2000 emails ready to send in my drafts folder, that were instantly deleted. 

Can anyone help? I need to deactivate my account.

[Mark39]

@Budgie58 I would suggest you raise a complaint. Use the webform option here: https://www.sky.com/help/articles/how-to-make-a-complaint

Say that you've asked Sky to cancel your Sky Yahoo Mail account, but it's still live. They can cancel it (it might take around 2 weeks) but I suspect it's an uncommon request and not many customer service advisers are aware of how to do it.

[Budgie58]

Thanks Mark

I have email them as suggested. Fingers crossed.

[twilight+princess]

Did you change the Sky password on another device other than you normally use? If not then I'd do this & ensure it is unique with a mix of letters, numbers & symbols.
Have you scanned your pc for malware - virus, keylogger? Because if you've changed the password & it's a unique one & the account is still being accessed then it may indicate the device which you used to change the password is compromised.
If 2fa is enabled & they're still accessing the account then how are you receiving the codes? If via email then change this to an Authenticator app as the hacker has access to that email.
Also check the email account for any message rules to generate the scam emails.

[Millie20261]

Hello, I'm having a similar problem and would really appreciate a message to discuss further!

[jayach]

@Millie20261 

Nobody will call or message you via the forum.

Tell us more about your exact problem. and we may be able to offer advice.

[Millie20261]

Thank you, any advice would be greatly appreciated. 

My sky email account has been hacked. I've managed to change the password (after 8 phone calls with Sky today) but I still can't access the 'managed devices' setting to ensure the hacker's access is completely removed from the email account. The links within the skyid page (such as change password and manage devices) don't work and simply return me to the homescreen so I'm looking for technical support to override this issue and secure my account. 

really appreciate any help or advice you may be able to offer 🙂

[jayach]

@Millie20261 

There was a post earlier today where they said the links on the ID page weren't working for them, but a direct link did work.

So, give this a go to change your password.

Change your password - Sky.com

And this to manage devices

Manage your devices - Sky.com

[Millie20261]

@jayach 

Thanks - I successfully changed my password earlier (during my 8th call to Sky 😅). I need to access my 'Managed Devices' settings now to ensure the hacker's device no longer has access to my emails. I've tried to access this info through Yahoo (which immediately reverts to Sky ID page), and I've tried to access directly through Sky ID and the links don't work. I'm hoping there will be a quick fix so I don't have to sit on the phone to Sky all day tomorrow to find a resolution 

[Millie20261]

@jayach - sorry, ignore my last message! I missed the manage account link you shared at the end of your message. I've just followed the link and it worked. Thank you so, so much! 🙂