Unable to access sky email address through sky site

[Brid29]

I had a sky email address, its my main email address and holds a lot of data. I can no longer access my sky account with that address which is causing all sorts of issues. I cannot generate a password for an email manager, for example, to incorporate that email into my outlook as I cannot log on with the address. No one seems able to fix it. I have tried with your support services at least 3 times, latest today to no avail. The support team has re set my sky account with a different email address, so I can see bills, etc. but they do not, or will not, understand why that does not resolve my problem. They even told me to go to google! None of this assists me in terms of the other issues this problem is causing me. I would like it fixed so that I can use this email address as normal, particularly given the amount of data held. I cann access it through Yahoo with a OTP, to a secondary email address, so that helps partially but leaves me with the other issues.

I have registered a formal complaint but I really am at my wits end.

Any help is appreciated.

Thanks 

[Mark39]

What's the error message when you try to log in here: https://www.sky.com/signin/email ?

[Brid29]

Thank you for responding.

Yes and no. Sometimes its the same as you have linked to and sometimes it says its locked and refers me to a phone number and they just can't help they say. The accoutn is active as I can get in with a one time password through Yahoo but I cannot access through sky or generate a password for outlook. Its bizarre, frustrating and problematic.

[caesarome]

The locked account issue can be a pain to sort so you will need to keep calling Sky about this and when you do just say your Sky account is locked and that you are seeing that message, don't mention you can't access your Sky email account as more often than not as you have discovered they will say they can't help or fob you off by saying you have to go to Yahoo (you can't).

The issue you will have is getting to talk to someone who can unlock it. It took me 3 attempts when this happened to my account a few years back.

[Brid29]

Thanks for the response Cesarome.

I have tried so many times now I just think that the lottery gods are not on my side. The last guy today told me: the login issue which you are facing with the email address is not an issue from the Sky end and I'm really sorry for that.

But whose end is it? I don't think I can spend yet more time trying to get someone who knows.

[Mark39]

Locked accounts are absolutely a Sky issue. I'm afraid it just underlines that a number of advisers don't know how to unlock them.

[Brid29]

Yes thanks for reassuring me - they do not seem to get the implications for email. Its no good just setting up a new account with a new email. Hopefully the complaints process might help.

Any help is appreciated.

If I get help I will post here.

[jayach]

@Brid29 

I can't quite undersatand what your problem is. The "locked account" and phone number to call is a frequent problem reported on here, and can be resolved eventually when you get an agent who understands the system. However, you wrote:

@Brid29 wrote:

The accoutn is active as I can get in with a one time password through Yahoo 

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So could you explain just what that means? Can you see your emails that way?

[Brid29]

Thanks Jayach.

While I am able to 'see' my emails that way, to set my email up on outlook I need to take the following steps:

To enhance platform safety and member privacy, we've made creating App Specific Passwords more secure. When creating an app password, use a browser where you've signed into before and avoid using Incognito mode. If this isn’t successful, use webmail or the official Sky Yahoo App to access your email. Customer care can’t override this process of determining App Password creation eligibility.

1. Sign in to your Sky Yahoo Account Security page.
2. Click Generate app password or Generate and manage app passwords.
3. Enter your app's name in the text field.
4. Click Generate password.
5. Follow the instructions below the app password.
6. Click Done.

Use this app password and your email address to sign in to your email app.

But as I cannot log in (my sky email account is locked) I cannot get past step 1! 

[jayach]

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@Brid29 wrote:

Thanks Jayach.

While I am able to 'see' my emails that way, to set my email up on outlook I need to take the following steps:

So, just how are you logging into your emails via Yahoo? As you can't log into your Sky account, I'm very surprised you can get see them via Yahoo.

Here is a direct link to the generator, presumably that gives the same "account locked" message.

https://www.sky.com/sky-yahoo-mail/manage-apps

Do you also get the "account locked" if you try to log in here:

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

[Brid29]

I have no idea why I can login on yahoo but at least I can! It's something at least! 

yes I get the same message on both links - thanks for sending them though 

[jayach]

So what URL are you using to login via Yahoo? Is it this one?

https://login.yahoo.com/

And are you using your full Sky email address as the username?

[Brid29]

No it's just the yahoo sign in helper 

[jayach]

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@Brid29 wrote:

No it's just the yahoo sign in helper 

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So just what is that?

Do you mean https://uk.help.yahoo.com/kb/account or https://login.yahoo.com/forgot?lang=en-GB ?

Or something else?

[Brid29]

Hi if you search Yahoo sign in helper it should come up?