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    New customer problems

    This is a discussion on New customer problems within the Sky Email and Portal Log-in forums, part of the Sky Broadband help and support category; Hi, My gran has just signed up to sky broadband, and I'm here trying to configure her email. I set ...

    1. #1
      iviv's Avatar
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      New customer problems

      Hi,

      My gran has just signed up to sky broadband, and I'm here trying to configure her email. I set it up in outlook using the 'pre google' settings, and I get an email from sky telling me to change my settings to the powered by google version. And to do that, I have to go to the 'tools' section on the sky site.
      I go to tools and log in, then click email, and it tells me to sign up to sky broadband.

      Now, I can send emails using her email address in outlook (Well, Windows Mail for Vista), but if someone tries to send her an email, it gives a 'delivery status notification failure' error straight away.
      The email address is correct, as we're just clicking reply to her email, which works.

      So... what can I do? I'm considering calling the tech support (using a number provided by saynoto0870.com to get it cheap), but does anyone here have any ideas as to what will work?

      Thanks


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    3. #2
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      Re: New customer problems

      Have you enabled the "pop box" in her Sky Email account

    4. #3
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      Re: New customer problems

      Quote Originally Posted by aavid View Post
      Have you enabled the "pop box" in her Sky Email account
      I can't get into the Sky Email account, which is the problem. Going into tools, it has that I'm logged in, but I can't access the inbox. It asks me to sign up for sky tools.

    5. #4
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      Re: New customer problems

      Not getting into mail and tools can be either a fault on the google server side or sometimes it can be resolved by clearing temporary internet files and cookies. Log out of sky.com, navigate to a different website, clear temporary internet files, clear cookies, close browser, re-open browser and try to log back into sky.com and then click on mail and tools and log into there too.
      Failing that log out of sky.com again, click on login link, click "forgotten my password" and follow the prompts to re-set the password and then try again to log in to sky and mail and tools pages.

      Quote Originally Posted by aavid View Post
      Have you enabled the "pop box" in her Sky Email account
      I have to go to the 'tools' section on the sky site.
      I go to tools and log in, then click email, and it tells me to sign up to sky broadband.
      Customer cannot get into mail and tools to do that.

    6. #5
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      Re: New customer problems

      Quote Originally Posted by PaulSky View Post
      Not getting into mail and tools can be either a fault on the google server side or sometimes it can be resolved by clearing temporary internet files and cookies. Log out of sky.com, navigate to a different website, clear temporary internet files, clear cookies, close browser, re-open browser and try to log back into sky.com and then click on mail and tools and log into there too.
      Failing that log out of sky.com again, click on login link, click "forgotten my password" and follow the prompts to re-set the password and then try again to log in to sky and mail and tools pages.
      I tried clearing the cookies and temp files, but no luck, haven't tried a password change yet.

      Talked with sky about it, the woman on the end said she'd speak to her manager and they would send us a letter (?) in 3-5 working days.


      No idea whats going to be in the letter, but I'm going back to University on Saturday, so won't be able to give her much help after.

    7. #6
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      Re: New customer problems

      Sounds like an e-form escalation to the email department, sometimes there is something wrong in the background on the account that can be sorted without having to get the customer to sit at the PC doing things. Hopefully this is the case.

    8. #7
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      Re: New customer problems

      If your Gran requires an email address then sign her up with Gmail, this works and you can download the mail via a Pop3 client such as Thunderbird and unlike Sky you will not have any problems either setting it up or getting logged in.

    9. #8
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      Re: New customer problems

      Quote Originally Posted by iviv View Post
      Hi,

      (using a number provided by saynoto0870.com to get it cheap)
      Thanks
      all turned off now as far as i know...and if they're not they will be soon
      -------------------------------------------



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    10. #9
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      Re: New customer problems

      Tried that 0800 number and was told it was only for engineers!
      Spent 70 mins on 0870 instead. Piracy!

    11. #10
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      Re: New customer problems


     

     
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