Warning

[Kapitan30]

⚠️WARNING ⚠️

I haven’t been a Sky customer for over 5 years, yet somehow a fraudster hacked my old account and ordered a brand new iPhone worth £1128 in my name.

I reported this to Sky five times. I also reported it to the police and the cyber crime unit. And what has Sky done? Absolutely nothing.

It has now been 4 days since I raised the alarm – and the fraudulent order is STILL active on my account. Even worse, someone is still actively trying to hack into my Sky account, and Sky is just sitting on their hands, doing nothing to stop it.

To make matters worse, I had to take it upon myself to contact DPD directly in order to try to cancel the delivery – because Sky refused to take any responsibility. Imagine that: Sky allowed a fraudster to order an expensive phone in my name, failed to stop it despite my repeated reports, and then left me to clean up the mess on my own by chasing the courier.

This is a total disgrace. Sky clearly has:

• No proper security checks

• No verification process

• No commitment to protecting customers

I have suffered unnecessary stress and anxiety due to Sky’s negligence, and I’m now involving lawyers to take this further.

If this is how Sky treats customers (and ex-customers!), then nobody is safe. Avoid Sky at all costs – they will not protect you, your account, or your personal data.

[GD1 · Accepted solution]

@Kapitan30  It certainly can't & won't be resolved in 4 days, to expect it to be is naive at best, Sky need to do their due investigations.

And that will take more than 4 days see this link Account Takeover | Sky Help | Sky.com | Sky Help | Sky.com

[Kapitan30]

You must be joking, right?

On Saturday at 10:56 I received an email notification that someone had ordered a phone in my name. Ten minutes later I called Sky for the first time and what I was told was: “don’t worry, the order has been cancelled and passed to the fraud team, also the phone is not even in stock and will only be available in about four weeks.”

A few hours later I got another notification from DPD saying they were expecting my parcel and that I would receive more information soon. I contacted Sky again, but by then I had already reported the issue to the police, Action Fraud, changed my Sky password and enabled two-step verification. Once again Sky assured me that the order had been cancelled and that it was just an automatic email.

Later the same day, another update from DPD said the parcel was on its way to their depot. I contacted Sky again and this time I was told they could not do anything. I called DPD directly and they explained that once the parcel arrived at the depot I could call them to have it returned. On Monday morning I did exactly that and managed to stop the delivery so it went back to Sky.

Meanwhile, I sent a complaint email and got a reply telling me to call. When I phoned and gave the reference number, I was apologised to because the parcel did not arrive, and then I was told that as soon as it comes back they will resend it. Seriously?

And now the most worrying part. On Monday at 10am I received an email from Sky saying I had successfully passed two-step verification and that changes had been made on my account. How is that possible? Two-step verification means a code via SMS to my phone. Nobody has accessed my email either – there is no sign of any other logins in my account history and in order to log in to my email I have to approve it on my phone app.

This whole situation looks extremely suspicious and I can’t help but wonder if an internal issue is involved.

[GD1]

@Kapitan30  Some one clearly has access to your Sky account, have you changed the pasword, changed the mobile number on the account?

Did you receive a phone call offering a huge discount on your sky bills?  If yes they were scammers and you've given the scammers access to your account inadvertently.

[Kapitan30]

No i didnt had any phone call from sky in last 4 + years , i changed password on my account and i added a 2 step veryfication.

[lettice]

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@Kapitan30 wrote:

No i didnt had any phone call from sky in last 4 + years , i changed password on my account and i added a 2 step veryfication.

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There actually is no two 2FA for your MySky account.

There is only a 2FA for when a customer uses  the Sky email facility (via Yahoo), logging into your Sky email. That uses your Sky email and password, with an additional 2FA if you want it.

More details on that here;

https://www.sky.com/help/sky-yahoo-mail/two-step-verif/articles/two-step-verification

[caesarome]

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@lettice wrote:

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@Kapitan30 wrote:

No i didnt had any phone call from sky in last 4 + years , i changed password on my account and i added a 2 step veryfication.

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There actually is no two 2FA for your MySky account.

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It has been possible to add 2FA to our Sky accounts as I have it activated on mine.

[lettice]

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@caesarome wrote:

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@lettice wrote:

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@Kapitan30 wrote:

No i didnt had any phone call from sky in last 4 + years , i changed password on my account and i added a 2 step veryfication.

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There actually is no two 2FA for your MySky account.

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It has been possible to add 2FA to our Sky accounts as I have it activated on mine.

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Yes my bad.

Forgot this was added some months back.

Just checked mine in MySky under skyid and mine is on.

Not sure what actually flags it, assume a password change.