We’re updating our account management systems between 11pm on Monday 20 May and 7am on Tuesday 21 May. 
 

Sky Yahoo! Mail update | 1 May 2013

While we've now fixed the most critical issues for the vast majority of customers, we're aware that some customers are still experiencing problems with Sky Yahoo! Mail. Resolving these issues is a priority for both Sky and Yahoo! and we’re continuing to help customers who are reporting difficulties.

Please make sure that you visit the Your questions answered page, as this is updated regularly with the latest information and fixes. Help articles and instructions are also available in Sky Help & Support. The links to help with some of the most commonly reported issues are below:

Emails automatically being sent to trash
This happens when customers have accessed their messages from other email services or clients, which then delete the messages from the server. See the steps in our Help & Support article Emails automatically being sent to trash for help to fix this.

Problems sending/receiving emails on an email client
If you're having difficulty accessing and sending emails from your phone, mobile device or desktop client, you'll need to make sure that you’re using the correct settings. The links below can help:

Get emails on your Windows desktop client
Get emails on your Mac client
Get emails on other clients
Get emails on your mobile or tablet

We apologise for any inconvenience and frustration that the issues with Sky Yahoo! Mail may have caused.

We take all customer complaints very seriously - these will be investigated and responded to through our normal complaints process.

Sky Yahoo! Mail update | 23 April 2013

• Information for customers who may be seeing error messages when trying to send emails, or experiencing that their account has been temporarily blocked from sending emails

Sky Yahoo! Mail update | 22 April 2013

• Information for customers who access their emails using a Blackberry

We're continuing to assist customers throughout the weekend who are still experiencing problems with Sky Yahoo! Mail.

If you’re experiencing any issues, please make sure you visit the Your questions answered page, as this is updated regularly with detailed information and fixes.

Sky Help & Support also provides help with any issues you may be facing, and offers general information about the move to Sky Yahoo! Mail.

We apologise for any inconvenience and frustration that the issues relating to Sky Yahoo! Mail may have caused. Please be assured that resolving these issues is a priority for both Sky and Yahoo!.

If you are experiencing a problem that is not listed on Your questions answered, or if the solution suggested is not working for you, please let us know on Sky Help Forum and we will investigate.

We take all customer complaints very seriously - these will be investigated and responded to through our normal complaints process.

We're continuing to assist customers who are still experiencing problems with Sky Yahoo! Mail.

Please see the Your questions answered page, where we are continuing to update our advice on the reported issues. There is improved advice on there for the following:

• Customers using Mac Mail and experiencing problems when trying to send emails.
• Customers who may be experiencing issues trying to send/receive emails on an email client and being asked for their password repeatedly.

We apologise for any inconvenience and frustration that the issues relating to Sky Yahoo! Mail may have caused. Please be assured that both Sky and Yahoo! are continuing to work around the clock to assist customers experiencing problems.

If you are experiencing a problem that is not listed on Your questions answered, or the solution does not work for you, please let us know on Sky Help Forum and we will investigate.

All customer complaints are taken very seriously and will be investigated and responded to through our normal complaints process.

We're continuing to assist customers who are still experiencing problems with Sky Yahoo! Mail.

We have added new advice for customers experiencing the following problem and this can be found in Your questions answered:

• New help for customers using BlackBerry Z10 mobiles. This contains help with setting up Sky Yahoo! Mail.

Please see the Your questions answered page, where we are continuing to update our advice on the reported issues.

We apologise for the inconvenience and frustration the issues relating to Sky Yahoo! Mail are causing and can assure you that both Sky and Yahoo! are continuing to work around the clock to assist customers experiencing problems.

If you are experiencing a problem that is not listed on Your questions answered, or the solution does not work for you, please let us know on Sky Help Forum and we will investigate.

All customer complaints are taken very seriously and will be investigated and responded to through our normal complaints process.

We're continuing to assist customers who are still experiencing problems with Sky Yahoo! Mail.

We’re aware that some customers have reported seeing their emails being placed in their trash folder without them deleting them. We believe this is occurring because POP access (from an email client, such as Outlook, or from another email service/address) has been set up to download and then delete your Sky Yahoo! Mails from the server. Please note, we have information available on this issue as well as steps you can take to resolve it in our Help & Support article Emails automatically being sent to trash.

Please also see the Your questions answered page, where we are continuing to update and add new questions and answers.

We apologise for the inconvenience and frustration the issues relating to Sky Yahoo! Mail are causing and can assure you that both Sky and Yahoo! are continuing to work around the clock to assist customers experiencing problems.

If you are experiencing a problem that is not listed on Your questions answered, or the solution does not work for you, please let us know on Sky Help Forum and we will investigate.

All customer complaints are taken very seriously and will be investigated and responded to through our normal complaints process.

We’re updating our account management systems starting at 11pm on Monday 15 April.  We should be back to normal by the start of business hours on Tuesday 16 April.  

Sky Yahoo! Mail evening update | 15 April 2013

We're continuing to assist any customers who are still experiencing problems with Sky Yahoo! Mail.

We’re aware that affected customers may be experiencing difficulties with accessing their emails, managing large number of emails being downloaded or preventing emails from being placed into their trash folder. You can find advice and support for these issues in the Your questions answered tab, and we're updating this page regularly.

Today, we’ve published some more detailed advice for:

• Customers seeing more spam in their inbox than usual
• Customers who are sending emails from their email clients and not seeing these emails in their sent folder on webmail

We apologise for the inconvenience and frustration the issues relating to Sky Yahoo! Mail are causing and can assure you that both Sky and Yahoo! are continuing to work around the clock to assist customers experiencing problems.

If you are experiencing a problem that is not listed on Your questions answered, or the solution does not work for you, please let us know on Sky Help Forum and we will investigate.

All customer complaints are taken very seriously and will be investigated and responded to through our normal complaints process.

Sky Yahoo! Mail evening update | 14 April 2013

Today we have continued to contact customers who have not been able to access their Sky Yahoo! Mail account. Our advice of resetting passwords is helping the majority of affected customers. If you have been impacted by this, we apologise again for the inconvenience this has caused.

We have also improved the advice for customers experiencing the following problems and these can also be found in Your questions answered:

• Emails going to the trash folder instead of the inbox. We have provided an explanation of this issue on our help page too.
• Customers who may be finding that they are signed out while still using Sky Yahoo! Mail as their session has ended.
• Customers being repeatedly asked for their password on their email client.

 
We're continuing to work on the remaining problems with Yahoo!. If you are experiencing a problem that is not listed on Your questions answered, or the solution does not work for you, please let us know on  Sky Help Forum and we will investigate.

We apologise for the inconvenience and frustration the issues relating to Sky Yahoo! Mail are causing and can assure you that both Sky and Yahoo! are continuing to work around the clock to assist customers experiencing problems.

All customer complaints are taken seriously and will be investigated and responded through our normal complaints process.

Sky Yahoo! Mail evening update | 13 April 2013

We have been contacting customers who have not been able to access their Sky Yahoo! Mail account, to help them regain access through password resets. We believe this advice will help the majority of those affected.  If you have been impacted by this, we realise that it's been very frustrating for you, and we apologise again for the inconvenience that it has caused.

If you've tried changing your password and you still can't access your email account at all, please see our FAQ "I can't access my Sky Yahoo! Mail account at all" on the Your questions answered tab.

We have also improved the advice for customers experiencing the following problems and these can also be found in Your questions answered:

• Repeated requests for your password
• Customers who may be finding that their auto-forwarding is not working as expected

We're continuing to work on the remaining problems with Yahoo!. If you feel that you are experiencing a problem that is not listed on Your questions answered, or that the solution does not work for you, please let us know on Sky Help Forum and we will investigate.

We truly appreciate the inconvenience and frustration that the issues relating to Sky Yahoo! Mail are causing and can assure you that both Sky and Yahoo! are continuing to work around the clock to assist customers still experiencing problems with their services from us.

All customer complaints are taken seriously and will be investigated and responded through our normal complaints process.

Sky Yahoo! Mail evening update | 12 April 2013

• Receiving duplicate emails
• Customers trying to set up their Apple device
• Problems with email appearing in trash 

We will be continuing to work on any outstanding problems with Yahoo! over the weekend. If you feel that you are experiencing a problem that is not listed on our Sky Yahoo! Mail site, or that the solution does not work for you,  please let us know via the forum and we will investigate. 
 

All customer complaints are taken seriously and will be investigated and responded to through our normal complaints process.

Sky Yahoo! Mail evening update | 11 April 2013

Over the past 24 hours we have addressed the issue preventing our most impacted customers from being able to access their email.

We are in the process of contacting these customers to guide them through the steps they need to take to restore access, which in 4/5 cases will just involve resetting their password.

Additionally, we remain aware that there is another group of around 10,000 customers with accounts ready and waiting, but who also just need to reset their password. We will seek to contact the customers affected, but if you are having problems accessing your mail account, please firstly try resetting your password in My Sky, even if you have already tried this before, as we've fixed the issues preventing it from working previously.

If this still doesn't work, please get in touch through the Sky Help Forum and we will respond to every customer. Please bear with us while we work to get back to you as quickly as possible at this exceptionally busy time.

We can also reassure customers who are now signing up to the new Terms & Conditions that even if they access their emails via POP, they will not be affected by the issue that occurred earlier in the week where a large number of deleted emails were downloaded at once.

All customer complaints are taken seriously and will be investigated and responded to through our normal complaints process.

 

Sky Yahoo! Mail update | 11 April 2013

We’re very sorry for the problems you’ve experienced trying to access your new Sky Yahoo! Mail account. If you are having problems signing in to Sky Yahoo! Mail, we realise how frustrating this must be, and we're working to restore your access to email as soon as we can.

Unfortunately, we can't be specific yet about exactly when your account will be back up and running, but this is a top priority for engineers working both at Sky and at Yahoo!. We want to reassure you that the emails in your account before the switch to Sky Yahoo! Mail have not been lost.

We have identified a specific problem we think is affecting customers who have previously associated their Sky email address with a Yahoo! account.

Please read the list of issues below, and get in touch with us if you think that all of these apply to you:

• You can't access your account when you sign in to your email on Sky.com
• You also can't access your account through an email application like Outlook
• You have tried to reset your password through My Sky or even on the Sky email sign in journey, and this has been unsuccessful
• People trying to email you receive a ‘delivery failure message’, and this would have been the case since the early hours of Thursday 4 April (or since you accepted the Sky Yahoo! Mail Terms & Conditions, if you did this after this date).


If you think you are affected by this issue please get in touch through the Sky Help Forum and we will contact every customer when we have a solution. Please bear with us while work to get back to you as quickly as possible at this exceptionally busy time.

Again, we are very sorry for the inconvenience this has caused and we really appreciate your patience while we do everything we can to restore your service.

Sky Yahoo! Mail update | 10 April 2013

We are still working to resolve the issues that our customers are experiencing and we are very sorry if you are still having problems. Here are some updates that may help: 

• Emails going into trash folder - please see the FAQ ‘My inbox appears to be in my Trash folder’ under the Your questions answered tab – this now includes specific information for webmail users.
• If you are having problems opening attachments, please see our FAQ on “I'm using Internet Explorer 10 and the email attachment function isn't working.”
• We've also added accessibility information in Help & Support.

If you are still being impacted by any other issues, please continue to read the updates in the Your questions answered tab. If the problem you are experiencing hasn't already been identified, then please let us know with details (including how you are accessing Sky Yahoo! Mail and what steps you may have taken so far to help resolve the issue) so that we can help you.

We’ll continue to investigate all issues that you raise to us in order to get everyone up and running on Sky Yahoo! Mail, and remain committed to getting all our customers back to fully a functioning email service as soon as possible.

All customer complaints are taken seriously and will be investigated and responded to through  our normal complaints process.

Sky Yahoo! Mail evening update | 9 April 2013

We believe we have now fixed further issues customers have been experiencing, and we have updated the Sky Yahoo Mail switchover issues update pages These are as follows:

• 554 error - customers with larger mailbox sizes were experiencing this message when trying to send or receive emails, but following a fix, this should no longer be happening.

We have resolutions for the following:

• Emails going into trash folder - please see the FAQ ‘My inbox appears to be in my Trash folder’ under the Your questions answered tab
• 553 error when trying to send or receive emails - please see the FAQ ‘I’m seeing an error 553 message. What does this mean?’ under the Your questions answered tab.

We are continuing to investigate all other issues and have an update on the following:

• Unexpected error – please see the FAQS ‘I am seeing an unexpected error message when I try to sign in’ under the Your questions answered tab
• Being asked for password many times on the my email client - please see the FAQS ‘I’m being repeatedly asked for my password’ under the Your questions answered tab

If you are still being impacted by any other issues, please continue to read the updates in the Your questions answered tab. If the problem you are experiencing hasn't already been identified, then please let us know with details (including how you are accessing Sky Yahoo! Mail and what steps you may have taken so far to help resolve the issue) so that we can help you. 

We’ll continue to investigate all issues that you raise to us in order to get everyone up and running on Sky Yahoo! Mail, and remain committed to getting all our customers back to fully a functioning email service as soon as possible.

All customer complaints are taken seriously and will be investigated and responded to through  our normal complaints process.

Sky Yahoo! Mail update | 9 April 2013

We believe we have now fixed an issue customers were experiencing. Customers were receiving a "554 error" while trying to send or receive emails. This was affecting some customers with larger mailbox sizes but following a fix, this should no longer be affecting customers.

If you are still being impacted by any other issues, please continue to read the Sky Yahoo! Mail switchover issues update pages. If the problem you are experiencing isn’t identified, then please let us know with details (including how you are accessing Sky Yahoo! Mail and what steps you may have taken so far to help resolve the issue) so that we can help you.

We’ll continue to investigate all issues that you raise to us in order to get everyone up and running on Sky Yahoo! Mail, and remain committed to getting all our customers back to fully a functioning email service as soon as possible.

All customer complaints are taken seriously and will be investigated and responded to through  our normal complaints process.

Sky Yahoo! Mail update | 8 April 2013