lost sky e mail account

[lornavictoria]

As a family, we all had an email on the same account, the account with Sky was in my husband's name, all went fine no complaints over 15 years. Until now, my son forgot his new pass word and instead of answering a few simple questions to rectify this, He had to use an old recovery e mail address which is no longer in operation, and now here he his stuck with emails which are very important to him cannot be read, He was on phone for four hours passed through five departments and st ill no answer, left in limbo. Can any one help, 

[caesarome]

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@lornavictoria wrote:

Until now, my son forgot his new pass word and instead of answering a few simple questions to rectify this, He had to use an old recovery e mail address which is no longer in operation

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Could whoever you spoke to not update the recovery email address which should then allow you/your son to reset the password ?

I think what you need to do when calling is to not mention Sky email but instead say he needs to update the recovery email address on the Sky ID.