email account locked

[crazylady12]

HELP, I dont have any sky products except sky/yahoo email, I am the account holder and created an email address for my daughter a few years ago which has been working fine. She now has account locked on her email address and I have tried to contact SKY by telephone today, I have been on hold on three seperate occasions having told someone the problem, each time they start the call by taking my number and assuring me they will ring back if the line goes dead and each time they dont.  This last call i told the handler this and he assured me he would ring back and even took my landline number but guess what , still no call back. 

I just want to get the account back up and running as my daughter is living and working abroad and needs her emails.  Can anyone help please.

[Mark39]

Can you clarify what you mean by locked? What error message is she seeing when she tries to log in?

[crazylady12]

Hi , it just says your account is locked and ring the telephone number,  since posting I have spoken to a call handler who basically said there is no trace of the account and there is nothing can be done as we don't have any active sky products or sky account which I find hard to believe.  

[caesarome]

When did she last login to the account ?

[crazylady12]

Yesterday 

[caesarome]

Does using this link do anything:

https://skyid.sky.com/unlockemail

If not then does calling this number here help:

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

[crazylady12]

Hi, if I click on first link I get can't recover your account online as there are no other options on file for your account. 

The second link is the number I rang and spoke to several operators who either hung up or said there was nothing they could do as they couldn't find her account and as we have no sky products we therefore have no sky account  

[jayach]

Can you/her log in here, using her email address.

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

Make sure you are logged out of yours, if doing it on the same device.

[crazylady12]

yes i have tried this and it still says Account locked.

[Mark39]

I suspect the problem here is that with no recovery options in place and no subscription with Sky, then have no way of verifying your identity. Without being able to do that, the adviser has no means of unlocking the account.

[crazylady12]

Update,

I sent a complaint email to sky via sky.com and had a reply this morning with another telephone number to ring, I rang and spoke to another call handler who again was unable to help, they just dont have the knowledge to unlock a locked account, she was transferring me to someone else and guess what, I got cut off again. I have replied to the email I received this morning and will await an update. 

Surely it cant be this difficult to unlock a locked account .

[crazylady12]

Thanks, I understand that but the recovery options should be security questions that were in place, and surely not having a subscription  with them shouldnt mean they cant verify my details, that would apply with any email account you create i.e. a gmail account. 

[jayach]

When my account was locked, the agent was able to unlock it, even though it was no longer an "active" account. (I had moved, and started again as a new customer at my new address) 

But I did have to remember the details from back then, including my memorable word.

It was the name of the cat I had then, so was easy to remember, even many years later.

The agents on the phone are very "variable", so I would try calling Sky a couple of more times, and hope you can get a more helpful one.

[JohnnyBee70]

ive had the same problem with My Sky e-mail..

Being i only have the e-mail active with no sky products

went through the customer service team with the ssupplied telephone number the locked account message tells you..

got messed about over and over..

I finally got help..

The Agent knew  who to put me thought to..

(removed)

Moderator note: Removed incorrect advice