Sky email error "Account is Locked"

[Lee112]

Hi, hope someone can help please?

Since yesterday afternoon when trying to sign into my sky email account I see the error "Account is Locked" this is both through the sky email website, yahoo email website and the yahoo mail app. I do not get any option to reset password etc. can anyone suggest a fix to this issue? Thanks 

[Mark39]

When you log in via Sky.com you'll have the option to reset your password via the 'forgotten password' link. Try that first.

[caesarome]

If resetting the password doesn't work are you able to access this link:

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

[Lee112]

Hi thanks for the reply, I do not get any option to reset my password and following the link brings up the same error "account locked" tried to call sky and the three different agents I've spoken to were unable to help and couldn't even find my account. 

 

[Lee112]

 

[caesarome]

What you need to do is to call Sky, when you get to speak to someone do not mention that your email account has been locked, just say your online Sky account is locked.

It might take a few calls before you get to talk to someone that can help you, as a few years ago it took my 3 such calls before someone knew how to unlock mine when this happened to me.

[Mark39]

Unfortunately it's a problem which seems to faze many advisers. Are you calling the number shown in the error message? And do you still subscribe to Sky?

[Lee112]

Thankyou I will do that. 

[EmmaCMB22]

Exactly same for me. Sky were useless and made me start a new SkyID with a gmail account. I don;t use Sky, just have an old sky.com email address. 
Have zero access now to my main email address! 
Please let me know how you get on

Emma x

[Broads1]

I have the same issue...i use an old sky email and no longer subscribe to sky..... my message reads 'account problem' ...ring.     0344........   which i rang.......no joy...they asked lots of questions  which led me to believ it was more of a scam...however i am still locked out and can't access any emails.

[jayach]

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@Broads1 wrote:

they asked lots of questions  which led me to believ it was more of a scam...

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What did you believe they were trying to scam out of you?

It would appear the agents on the phone are poorly trained in how to deal with "locked" accounts.

The best advice would be to try calling a few times and hope you get someone who actually knows what to do.

Are you able to log in here: https://www.sky.com/myaccount/my-details with your email address and password?

[Lee112]

No I can't login at sky.com either I see this error.....and yes I've called the number pictured on the error message. 

[Mark39]

Unfortunately it looks like only Sky will be able to unlock it for you. 

[jayach]

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@Lee112 wrote:

No I can't login at sky.com either I see this error.....and yes I've called the number pictured on the error message. 

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Try calling a few more times, eventually you should get someone who knows what to do to unlock your account. Don't mention email, just say you can't access your Sky account.

[Hala82]

For the benefit of anyone reading this I have been on the phone to sky for over 3 hours now. First 3 calls I explained my problem and was told to hold the line and I'd be transferred to someone who can help. After being on hold between 10-15 minutes each time I was cut off. 

Spoke to a lovely lady called Sasha who really did try her best for me but couldn't locate my account as though it never existed. She transferred me to the IDM team. I went through it all again with another operator who told me he couldn't find my account and there's nothing more he can do. All in all a very frustrating afternoon. Guess I'm going to have to try again tomorrow 😭