Sky email error "Account is Locked"

[Lee112 · Accepted solution]

Finally success

After spending hours and hours on the phone with operators who just did not have a clue how to fix the issue I finally got someone who knew how to fix this issue.

It only took a matter of minutes. 

In a nutshell you need to find someone who knows how to fix the issue and she had me go to sky.com reset my sky i.d through a memorable date. Now this must have been a date either she initiated or a date that's a default reset on their systems as it had no significance to me. 

In summary like many have said you need to find the right operator with the knowledge and access to whatever systems they use to fix this issue. 

I'm now going to start the process of moving away from sky email to Gmail as you really don't realise how much you depend on your primary email account until you have lost it. 

[caesarome]

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@Lee112 wrote:

In a nutshell you need to find someone who knows how to fix the issue and she had me go to sky.com reset my sky i.d through a memorable date. Now this must have been a date either she initiated or a date that's a default reset on their systems as it had no significance to me. 

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Glad you have you got this sorted so the key is as you say being able to talk to someone who knows how to fix the issue as not all staff do.

[Lee112]

Yes exactly that. Today I spoke to a lady firstly who knew of the problem but couldn't fix it but she knew who to transfer me to who could. 

It's painstaking but you have to keep calling back, going through the same thing over and over until you get the right person. 

[Mark39]

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@Lee112 wrote:

I'm now going to start the process of moving away from sky email to Gmail as you really don't realise how much you depend on your primary email account until you have lost it. 

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I think that's very wise!

[SimonS]

I am having exactly the same issue as Lee112. 

I spoke with several reps, all of which had originally fobbed me off.

I eventually got to speak with someone who seemed more helpful and it looked like he was going to get this resolved for me.  Several hours later, he left a voicemail to say he'd left notes on the account and when I call back any advisor should be able to sort it for me.

Sadly, when I called back, no one seemed to have a clue and I got fobbed off yet again.

I have left messages for him to call me back - but no sign yet.

What else can I do?

[SimonS]

SUCCESS

I eventually got this sorted after speaking with several more agents at Sky.  I never did get the call back from the person who had initially seemed very helpful.  I guess they didn't want to spend any more time helping me.

Today, I ended up speaking with a fantastic lady called Swati, who I think worked in the IDM team.  She liased with someone in a specialist team who did something to unlock the account.

I was able to enter the email address and now had an option to click on forgot password and answer some secret questions..................Bingo, all the emails were there.  What a relief 🙂

A BIG THANK YOU to Swati for getting this situation resolved for me, where all others failed!

[Lee112]

Pleased you got it sorted.

But be prepared for it happening again. My father had exactly the same issue a few months ago and bizarrely his account has just gone "account locked" again yesterday. 

My best advice to him and others is to start moving to another email provider and set up an auto forward of emails from your sky account to the new provider. 

[h3lter]

what number did you call?

[Mark39]

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@h3lter wrote:

what number did you call?

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Either call the number given on the on screen message, or the general customer services number.

But first try resetting your password:  https://skyid.sky.com/resetpassword

[h3lter]

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@Mark39 wrote:

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@h3lter wrote:

what number did you call?

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Either call the number given on the on screen message, or the general customer services number.

But first try resetting your password:  https://skyid.sky.com/resetpassword

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tried both options numerous times.

mine works which was origionally th main account, when with sky 20 years ago we set up additional users.

all still work apart from my mothers which is now locked out.

sky point me to yahoo, yahoo point em to sky and getting no where

[Mark39]

@h3lter there's definitely no point speaking to Yahoo. What happens when your mother tries to reset her password?

[h3lter]

she finally got through to an advisor called martin who was superb and managed to fix it for her

[jayach]

Glad she finally goy it sorted @h3lter.

The right advisors are there, it's just finding them.😥 

[joheron]

Hi.  Is anyone else having problems accessing their emails?  I couldn't sign in yesterday and today it is saying that I am blocked.  Thank you.

[Nath1980]

yes same here, just account locked all the time