Sky email locked out.

[Richardholmes71]

My daughter has been locked out of her sky email account.  I phoned tonight but the help line said there was nothing they could do. Surely it is straightforward to unlock an email account. Has anyone else has this problem and been able to get their email unlocked. 

[Mark39]

What is the error message she is seeing? 

[Richardholmes71]

It says:

Account problem

We apologise for the inconvenience, but we have encountered a problem with your account.
Please contact xxxxxxx280 for further assistance

[caesarome]

@Richardholmes71 

Has your daughter tried changing her password:

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

[jayach]

Are you ringing the number given in the message?

If the first person says they can't help, try ringing again a few times, the capabilities of the agents are very variable.

Can she log in here: https://www.sky.com/myaccount/my-details ?

[Richardholmes71]

Thanks for the replies. Nothing seams to work. I`ve phoned sky serveral times this morning and no one knows what to do. You think unlocking an email address would be easy but not with Sky. 

[twilight+princess]

Is the error via an email client or via webmail?

If via an email client then please try logging in via email online.

[caesarome]

It is an online error @twilight+princess as I had this myself a few years back in it took 3 phone calls to get the account unlocked.

@Richardholmes71 

Have you tried following all the steps here:

https://www.sky.com/help/articles/how-to-unlock-your-sky-account

[twilight+princess]

Thanks @caesarome 

[jayach]

@caesarome 

I've had to get mine unlocked, but never have I had an automated system unlock it. as suggested in that link.

[jayach]

@Richardholmes71 

Does she get the same message when trying to log in here:

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

[Mark39]

---

@jayach wrote:

@caesarome 

I've had to get mine unlocked, but never have I had an automated system unlock it. as suggested in that link.

---

It has happened to me multiple times, and I remember once getting an automated response, but generally I've been put through to an adviser,  some of whom are better than others at understanding what needs to be done to correct it.,

[caesarome]

I had to get someone to manually do mine as I wasn't aware of that link at the time but calling that number of it must be worth a try.

[Richardholmes71]

Thanks for the repsonses. Sky have said the account is locked and they can`t do anyting for 5 working days, don`t know if that`s a fob off. Its like i`m asking them to unlock the codes for nuclear warheads not an email account!

[Mark39]

That suggests that the call centre advisers can't use the normal procedure to unlock it and some manual, technical intervention is required. No idea why that would be the case.