Who can help escalate a query

[Angie116]

My husband can't access his emails and it has become urgent that he can.  We have tried many things.  The final was technical support for sky emails but as we don't know our old sky I'd (account closed) we are told nothing can be done.  Someone please help us to take this to a higher level.

 Thank you

[Mark39]

@Angie116 the issue here is that if Sky can't verify your husband's identity, they physically can't access his account.

What problem is he having accessing his Sky e,ail account?

[jayach]

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@Angie116 wrote:

 The final was technical support for sky emails but as we don't know our old sky I'd (account closed)

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The part of the email address before @Sky.com is his ID.

Can he log in here https://www.sky.com/mydetails using that ID (or his full email address) and password?

[Angie116]

Ah right. 

Yeah the issue is that is says the password is wrong and when trying to reset password it is connected to an email we don't have access to anymore! The customer support person said I needed my sky ID account number to be able to verify who my husband was and be able to change the password. Nightmare.

[Angie116]

He is getting a message saying he can't use this account go to your recovery email which he can't access either.  He can verify who he is by his address and also what is in his emails but we need to speak to someone who can do this.  We would be so grateful for any help. 

[jayach]

Unfortunately only Sky can reset his password.

The people who answer the help line phone are very variable in their abilities/skills, so it's worth trying a few times.

If he is being told his password is wrong, assuming he hasn't just forgotten it, it's likely someone has gained access to his account and changed the password, so it will be difficult for Sky to verify him from this other person.

[Angie116]

Thank you.  Will keep trying.  Was hoping for contact details for a more senior person who would be able to be more flexible in their approach.