Tv signal is not working. Awaiting engineer

[TimM1]

This is slightly different and obscure; my TV picture on Sky Q is breaking up or dropping constantly. Unfortunately the account is in my mum's name, and she has rapidly advancing dementia and cannot remember the password for the account therefore I am unable to book an engineer visit. Is there any way of retrieving the password online?

[caesarome]

@TimM1 

You might be able to do this online so see if this link helps:

https://www.sky.com/help/articles/sky-tv-no-satellite-signal-check-q

[TimM1]

Thanks, but according to Sky this is my online password which is a separate entity from my account password which I created when I set up my Sky account, which given I've been a Sky customer since they swallowed up BSB is going back some years!

[Daniel0210]

@TimM1 
It could be beneficial your Mum being registered with the Sky Accessibility Team who may be able to help now or in the future. It could be particularly useful if you have Power of Attorney. Once registered there are also different methods of communication with this team other than phoning
https://www.skyaccessibility.sky/

[TimM1]

Thanks; I'm actually already registered with the Accessibility Team because of disability, but I'll explore whether they can help. Have just lodged Power of Attorney forms at the back end of last week, but I'm advised there can be some delay in them being processed.

[Daniel0210]

@TimM1 

I believe to Office of the Public Guardian are currently taking about 4 months to process POA paperwork. 

This link may provide more information regarding POA.

https://www.sky.com/help/articles/third-party-assistance

[TimM1]

Thanks, that's roughly what I've been told, but apparently the solicitors advising me can attach a note about mum's rapidly declining health which may get it fast tracked by about a month.