Sky/yahoo email problems

[garykibb]

I was locked out of my Sky email account 2 days ago. I was unable to sign in. I phoned the sky support line0344211*** (im barred from entering the number )eventually got through to the first lin support team. After 62 minutes trying to help me he apologised and said he would transfer me to the tech specialist team. I got through 10 minutes later but within  2 minutes the line went dead so I had to start the process again. After 15 minutes I got back to the initial support team on the same number and asked to be put through to the tech support team as they already had detailed notes on the conversation. He said, let me try to help you first ( he had a lovely Scottish accent) but after. A further 20 minutes he too failed so passed me on to Daniel ( I started to insist on knowing who I was speaking to at this point) in the tech support team.  He was knowledgeable and within 20 minutes he had got ne back into my account. By then it was after 8pm. He left me to load the new passwords onto all my devices as he said he was coming to the end of his shift.  I finished  loading all devices 20 mins later and only then looked at my mailboxes and found that there were no emails in the sent folder on any of the devices, mostly Apple but one pc..  The following morning I phoned back to 0344****again waited ages but this time the initial assistant transferred me to tech support after 10 minutes and I was put through to Zhivzo and after a further 30 minutes he eventually said he had managed to contact the Specialist Query dept and they had advised him that the sent mails should be recovered within 24 hours and, if this didn't happen, to ring back to the 0344 number in the morning. I did this and after waiting a further 50 minutes I spoke to a lady who quickly transferred me to Petko ion tech support who, after 5 minutes transferred me to AJ  in the specialist support team who, after 30 minutes told me that he could not recover all the sent emails prior to 3 days ago but, if I know the name of the person  or the subject  I can access it through the search function

 nota ting Sky via the phone has been a disaster and, even then, the severe problems they are currently having with their subcontractor Yahoo must be terrible for other customers like me

i hope this post will guide people through the Sky contact minefield!

dated 11th April 2024

[caesarome]

It isn't clear from your post if you are still locked out or not and if you are then try resetting your password:

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

If you do have access and have lost emails within the last week or so then while this is not guaranteed to work it is worth trying this:

https://help.yahoo.com/kb/SLN2552.html

[Shellymil]

Are you getting the following error message?

Account problem
We apologise for the inconvenience, but we have encountered a problem with your account.
Please contact ************* for further assistance.

[Paul+Ev4ns]

I am going through this process - so frustrating - did you get a satisfactory solution. I cannot even log into email and noone on specialist help team seems to be able to help. They keep you hanging on for half an hour and then cut you off. I do not have a phone plan with sky so these 03.... numbers are costing me a fortune to keep persevering. I totally rely on my main email account for bill payment notifications etc. so cannot just abandon sky.com mail after over 20 years. I sent a complaint in via a form on the forum and they just closed it saying get in touch by phone. Just going round in circles here. They never ring back - I have proof in my call logs on the landline and no missed calls on my mobile either.

[jayach]

---

@Paul+Ev4ns wrote:

I do not have a phone plan with sky so these 03.... numbers are costing me a fortune to keep persevering.

I have proof in my call logs on the landline and no missed calls on my mobile either.

---

If you have a phone plan on your mobile, calls to 03 numbers are included, irrespective of who you mobile supplier is.

[Paul+Ev4ns]

@jayach  calls on EE mobile PAYG are 50p per minute

[jayach]

---

@Paul+Ev4ns wrote:

@jayach  calls on EE mobile PAYG are 50p per minute

---

On PAYG yes, but it is easy to get a 30 day simm with unlimited calls and texts for under a fiver.

Personally I have unlimited calls and texts, 5Gb data and 100 international minutes for £4.90. with Lebara.

I used to be on PAYG, but the conienience of being able to call without worrying about the cost made me change.

[garykibb]

Hi there 

as at today 18th April I have been forced to accept that,

I will never have access to all my "sent" emails as before. Sky have managed to recover many of the sent emails but with severe access issues. Now when I look at the sent mailbox, all the emails prior to the outage early last week, aren't there.......but sky tell me they are, it's simply that I can't see them!  Apparently if I know who the email was sent to, or the topic, I simply search in the small search box in the relevant folder, eg "sent emails" for that persontopic and all the emails are displayed. All well and good but if those emails contain an attachment then I can't retrieve any of the attachments!

I have changed the Sky and Yahoo password on all my linked  devices ( 5 Apple and 1 pc) but it hasn't made any difference. As I had created 10 separate " filing system" folders 10+ years ago and every time I receive a reply I transfer the email and accompanying thread to that folder, I can find many of the emails  that way but it isn't a foolproof method.

I am worried that it will happen again and I will loose everything so I am very, very close to looking for a way to transfer all the emails to, eg, iCloud. 
I am 84 and have to take blood pressure readings every day and you should see last weeks results! Yuk.

[garykibb]

Sorry, i forgot to say , no online messages received at all, the contents of the folder just disappeared overnight Mon 8th April which was apparently when Yahoos major outage happened.

[caesarome]

@garykibb 

There was no email outage on that date I'm afraid as you might the victim of an issue that does effect Yahoo email accounts and that is random emails being deleted for no reason and no idea why.. Pretty much all you can try is give this a try to see what happens:

https://help.yahoo.com/kb/SLN2552.html

[garykibb]

Hi folks

sorry for the delay but just found out that around 60 incoming emails have been diverted direct ly to my Yahoo archive folder and all the messages from this platform were in it.  I found this just by chance yesterday. I contacted Sky and Jon in the tech support team was very helpful. Initially i asked to be passed over to the Specialist team but he explained that all the teams have now been merged and there is niw just one email team, all trained. However, they cant answer queries about Yahoo and users must contact Yahoo directly. He did say however that he could help on system issues and proceeded to take me through various checks. One of them involved me going into Yahoo email but it must be on my pc, not any of my Apple devices, and going through to settings, further settings until i found Filters. I then found two had been applied by someone who scammed my account a few weeks ago as part of a scam that sent emails headed " do you use Amazon" to everyone in my address book plus everyone in the Suggestion list that appears when you select an email. Addressee The emails lookedcas though they were from me except they were sent from a hotmail address not Yahoo. This then precipitaed  a detaikd scam asking for £500 in Apple vouchers to bevsent to a designated email address. Firtunately, to my knowledge, no one fell fir the scam but it caused me to get a deluge of emailsvand phone calls.

The two filters applied referenced this hotmail address and Jon said this was the likely cause for the divertion to the Archive folder.

i deleted the two filters and hopefully it will stop..."....time will  tell.

i will now recheck all my folders but the lost sent emails dated earlier than the 9th April definitely have.nt appeared but at least new ones appear to be behaving correctly.ctlyhavent returned.