email password reset - forgotten security answers

[andagain]

Pretty much as above, my relative cant recall his security answers and the guy on the phone was unfortunately rubbish, to be fair it was probably system limitations but whatever. He was unable to assist us or transfer us to someone who could solve this. Can anyone here suggest a way through this please? 

We have access to his billing account but it's the mail we're struggling with. user 1 @sky.co... is the address format.

All a

[Mark39]

Are you not able to use the alternative, reset by email option, rather than the security questions?

[andagain]

@Mark39, no as there was never a recovery account added. Is there a way I can do this through the billing account logon?

[jayach]

If you can log in here: 
https://www.sky.com/myaccount/my-details

You can set new security question and recovery email address.

[andagain]

Hi Ive been to that page and gtried to reset the meminfo panels but I'm not sure if it's resetting the billing account or the email info. Can you offer any further guidance or clarification at all please?

[Mark39]

It's resetting the SkyID, which is used to log into both Sky account and Sky Yahoo Mail.

[andagain]

Hi @Mark39  thanks for that suggestion, before I try it can I clarify a couple of points?

1 the Sky account (billing) uses a different email address from the skyemail account we are trying to recover

2 the options we are presented with on the "my-details" page are;

email xxxx@gmailxxx - edit email I dont want to change the email associated with this part of the system do I?

There are options to reset the pw and the security question. I think your comment says to change these as they will update access to the @sky email account, is that correct? I'm thinking change the security question/answer, then try "forgotten password" on email login page and hopefully....

OUTCOME:

resetting security question/answer did not work 

The password reset via mail option would only change the billing account access which I already have for him but that pw does not access the @sky yahoo mail account

I tried using the billing account credentials to login to the sky/yahoo email and was rejected

This seems to be very complicated and my relat or anyone else have any alternative suggestions to overcome this issue at all please?

TIA

[andagain]

missing words on bottom line ....ative is very sorry and confused, do you or anyone else....

[jayach]

When you log in at https://www.sky.com/myaccount/my-details you should be logging in with the sky email address you wan't to reset the security questions for. Obviously, if you use another address that will be for a different account.

Every Sky email account is a separate Sky ID of it's own.

[andagain]

Thanks, that was my understanding also but as we are unable to login to the account we need to reset the pw on we are stuck. Unless one of you brilliant people know who to contact or a tech work around we can implement from here...

TIA

[jayach]

So it's actually the password you don't know, not just the security question to reset it?

You will, unfortunately, just need to contact Sky, you may need to call a few times before you get an agent who knows what to do, and you will still need to be able to pass security.