sky.com email stopped working last week

[SeniorIT]

Hi, My non-techie friends email stopped working on her iphone and ipad last week without any change on her part..  The email address is an @sky.com domain.  She went to a tesco mobile booth in the local tesco store and they claimed to have reset her password.  She only had her phone with her and they told her that she would have a code on her iPad when she got home and it would all start working.   (no surprise  there wasn't, and they hadn't got the phone working anyway)

I said I'd have a look at it.  I tried webmail at https://skyid.sky.com/signin/email with the new password but no deal. 

I also tried a password reset, but she doesn't have any back up email or know the security answers.  I think the email account was set up many years ago, and has 'just worked' since then until last week.

So - first question - will sky still support the email service ?  If we phone them, will they be able to reset the password after passing security somehow ?

Secondly - any other suggestions ?

[caesarome]

If your friend uses the email app on both devices then what she/you need to do is to login here with here with her usual password and generate a 16 digit password:

https://www.sky.com/sky-yahoo-mail/manage-apps?client=email

Once done that 16 digit password needs to replace her Sky email password on both devices.

[jayach]

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@SeniorIT wrote:

I tried webmail at https://skyid.sky.com/signin/email with the new password but no deal. 

If you are unable to log in to the email via that link, you have the wrong password. Can you/she log in there with the old password?

 If that still doesn't allow log in, can you log in here: 
https://www.sky.com/myaccount/my-details

[SeniorIT]

Thankyou for the suggestions.  She can't remember the old password, as it was just saved in her phone and ipad and hadn't been touched for years.  As far as I can tell there is no way to recover the password from the apple mail app.

 The other link above for a 16 digit code also needs a login so we're stuck.

I know it might take a long time to get through on the phone (it can wait until tomorrow now) but my main concern is if we spend an hour on hold then eventually get told that they can't help with a free email service from years ago ?

[SeniorIT]

@caesarome does 16 digit code thing explain why the email apps stopped working suddenly on both devices ?  Is this something that would have affected anyone who had a sky.com email address ?

[caesarome]

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@SeniorIT wrote:

@caesarome does 16 digit code thing explain why the email apps stopped working suddenly on both devices ?  Is this something that would have affected anyone who had a sky.com email address ?

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@SeniorIT 

This is a common issue and would explain why her email account stopped working on both devices.

The password for the login to the 16 digit password and accessing emails at Sky.com can be reset here:

https://skyid.sky.com/resetpassword/

[SeniorIT]

Thanks @caesarome but I've tried a password reset with her and she doesn't know the security info (we guessed, but not accepted)

[jayach · Accepted solution]

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@SeniorIT wrote:

@caesarome does 16 digit code thing explain why the email apps stopped working suddenly on both devices ?  Is this something that would have affected anyone who had a sky.com email address ?

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The reason for the sudden change on her account is probably because Sky|Yahoo have been increasing the security on the email by requiring a different authentication method (known as OAuth).

This means a simple username/password is no longer good enough.

Apple devices are compatible with OAuth, but as it wasn't required when the email was original set up, you/she need to re-authenticate. But as she doesn't know her password this is not possible.

Sky should be able to recover the password, subject to passing security, but as the ability of some of the agents is poor, it will probably take multiple calls before you can find one capable of doing it.

[SeniorIT]

@jayach @caesarome Thankyou for your help.  We passed security this morning and they were able to reset our security question - then we could reset the password ourselves.   That got us in via webmail which was reassuring.   I could then do the 16 digit code thing and that got the phone and ipad working.

What a relief.  

Thanks again.

[caesarome]

Good stuff @SeniorIT , glad it is all working again.