• Sky Yahoo! Mail
    switchover

    Find out more about the change here.

 

  • Set-up information for mobile devices and desktop applications Show

    See the FAQs below for set-up information for mobile devices and desktop applications.

  • I'm using Google settings to connect – will they continue to work? *NEW* Show

    Now that the email service has switched over to Sky Yahoo! Mail, we started to switch off access to the old Sky Email from 3 July.

    Before the switchover you may have set up email on your phone and your phone may have automatically used the Google settings. Although this will have worked up until now, it will no longer continue to do so.

    Visit our Help & Support page Get emails on your mobile or tablet which has instructions on how to check your settings and how to change them if necessary.

  • I’m seeing differences between emails on my phone and other devices Show

    If you are using POP from a mail application such a Outlook or another email service to download emails from Sky Yahoo! Mail and pull these emails from different accounts into a single inbox, you may be seeing all of your emails appear on one device only.

    Also, your emails in webmail may be moving from the inbox to trash. In this case, you will need to configure your device to leave a copy of the messages on our servers. Without this being configured all messages will go directly to just one device, and emails in webmail will be moved from the inbox to trash and deleted. See our Help & Support article Emails automatically being sent to Trash for instructions on how to leave messages on the server.

    Once you have configured your mail client to leave a copy of messages on our server, you will have a copy of the email in the inbox on your device and another copy in the inbox in webmail.

    Please note that you'll still see some differences as these copies can be modified independently of each other. Therefore, if you delete an email from your device while using POP, the message will still be retained in your Sky Yahoo! Mail account, unless you have configured your device to 'delete copies from the server after deleting from this computer'.

    See our Help & Support article Get emails on your mobile or tablet for help to understand the differences between POP and IMAP.

  • Is my internet browser supported? Show

     Find out which browsers are supported in our Help & Support article Sky Yahoo! Mail supported browsers.

  • How do I get my emails on an email client, mobile or Blackberry? Show

    If you experience any issues with sending and receiving emails, or you're being repeatedly asked for your password on your client, mobile or Blackberry, you should first check that the password has been updated with Yahoo! by following the steps below:

    1. Sign in to Sky Yahoo! Mail
    2. From the Hi menu on the top right, select Account Info. You will be asked to enter your password again and click sign in.
    > 3. If this page has opened in a new window, you can just close it.
    4. Go back to Sky Yahoo! Mail.

    Open your email client or mobile and make sure you've entered the updated password here too. If this doesn’t help, please reset your password in My Sky.

    Please note, after resetting your password, it can take some time for the new password to sync up with your mobile device or email application.

    If the password doesn't update as expected on your mobile device or client, it's worth restarting your device or client and trying again.

    If you access Sky Yahoo! Mail on an email client our Help & Support article Get emails on a computer or device will help you to check if you are using POP or IMAP with the correct settings as well as how to set up access using the Sky POP/IMAP settings.

    Note: You’ll need to set up a new account on your client, mobile or Blackberry with the settings provided in the Help & Support article mentioned above, rather than editing any current settings.

  • How do I know if I'm using POP or IMAP? Show

    Whether you can use POP or IMAP will depend on which device you’re looking to use Sky Yahoo! Mail on. See our Help & Support article Get emails on your mobile or tablet for help with this.

  • Additional set-up information Show

    See the FAQs below for additional set-up information.

  • How will you be moving my emails & settings across? Show

    As part of the move to Sky Yahoo! Mail, we have copied across your information and settings where possible, however, there are some settings that cannot be transferred to your updated account. Please see our Help & Support article Moving your emails and settings to Sky Yahoo! Mail for more on this.

  • How do I change my reply to address? Show

    You can make your reply-to address different from your sending address for all of your outgoing email messages. For information on how to do this, see our Help & Support article Change your reply-to email address.

  • How do I set up additional email accounts? Show

    If you're the Sky account holder, you can create up to nine additional accounts meaning that everyone in your home can have their own address so you don't all have to share an inbox. See our Help & Support article Set up additional email accounts for information on how to do this.

  • How do I get emails from other accounts? Show

    You can receive messages from most external email accounts in your Sky Yahoo! Mail account. See our Help & Support article Get emails from your other accounts for information about how to set this up.

  • Can I still chat with the same contacts I used to chat with on Sky Email? Show

    You'll be able to any of your contacts who use Sky Yahoo! Mail or other users of Yahoo! Messenger. You won't be able to chat to any of your contacts who use Gmail.

    Please note, your Chat history will not have been copied across as part of the move.

  • How do I set up accessibility features? Show

    Sky Yahoo! Mail is an accessible web application designed to support screen readers. See our Help & Support article Set up accessibility features for tips to use Sky Yahoo! Mail with assistive technologies.

  • Problems accessing or signing in to Sky Yahoo! Email Show

    See the FAQs below for information on problems accessing or signing in to Sky Yahoo! Email.

  • I can't access my Sky Yahoo! Mail account at all. Show

     If you have tried resetting your password and this still hasn't fixed the issue, please get in touch through the Sky Help Forum so that we can look at your account individually.

  • I was signed out of Sky Yahoo! Mail while I was still using it. Show

    If you have been signed in to Sky Yahoo! Mail and later find that you're being directed to an error page, this may be because your Sky session has expired. If you experience this, please sign in to Sky Yahoo! Mail through the sign in page again.

  • I can't accept the Sky Yahoo! Mail Terms & Conditions. Show

    We are aware that some customers may be experiencing problems when trying to accept the Sky Yahoo! Mail Terms & Conditions. The steps below may help you:

    1. To accept the terms and conditions, please sign in to Sky Yahoo! Mail through sky.com. If you have not already accepted the terms and conditions, you will be presented with the option to do so.

    2. If the problem persists, sign in to My Sky and check that your details are correct, such as your date of birth. Once you have done this, try signing in to Sky Yahoo! Mail again and seeing if the problem has gone away.

     
  • Sky Yahoo! Mail page is timing out when clicking to accept Terms & Conditions. Show

    We are aware that some customers may be experiencing problems when trying to accept the Sky Yahoo! Mail terms and conditions. The steps below may help you:

    1) To accept the Terms & Conditions, please sign in to Sky Yahoo! Mail through Sky.com. If you have not already accepted the Terms & Conditions, you will be presented with the option to do so.

    2) If this doesn't help, we recommend that you make sure your details in My Sky are correct, for exmaple, your date of birth. Once you have done this, try signing in to Sky Yahoo! Mail again.

  • I’ve accepted the new Terms & Conditions but I still can’t access my inbox. Show

    If you have accepted the Terms & Conditions but can’t access your webmail then you may need to reset your password.

    If you use a desktop application or a mobile phone to read your emails then see our FAQ I read my emails on my phone or through a desktop application. Do I need to change any IMAP or POP settings?

  • I'm being repeatedly asked for my password. Show

    If you are being asked to enter your password repeatedly when signing into Sky Yahoo! Mail, please try resetting your password here. If you're only using webmail, this is all you need to do.

    If you also use an email client, you should verify that the password has been updated with Yahoo! by following the steps below:

    1. Sign in to Sky Yahoo! Mail
    2. From the Hi <your name> menu on the top right, select Account Info. You will be asked to enter your password again and click sign in.
    3. If this page has opened in a new window ,you can just close it
    4. Go back to Sky Yahoo! Mail.

    Open your email client and make sure you have entered the updated password here too. Please note, after resetting your password, it can take some time for the new password to sync up with your mobile device or email application.

    If the password doesn't update as expected on your mobile device or client, it's worth restarting your device or client and trying again.

  • I'm seeing a "password reset/Error 101/unexpected error" message when I try to sign in. Show

    We believe we have now fixed this issue. Customers with larger mailbox sizes were experiencing either of these messages when trying to send or receive emails, but following a fix, this should no longer be happening. If you do continue to experience this please let us know


    We're still investigating the following error messages:

    • 544 or 504 sign in message

  • I'm having trouble signing in, or I'm being directed to Yahoo! sign in page. Show

    If you're having problems connecting to Sky Yahoo! Mail through a desktop application or a mobile device, first check that you’ve accepted the Terms & Conditions to the new Sky Yahoo! Mail service. Some customers have multiple accounts and have not accepted the Terms & Conditions for all their email addresses. The best way to check is to sign into your email through sky.com.

    If you’re certain that you've accepted the Terms & Conditions for each email account and you're having problems signing into Sky Yahoo! Mail on sky.com (for example, seeing an Error 101 message), firstly, please try a different browser. If this doesn't help we recommend you try the following:

    • Go to sky.com and click Sign out
    • Clear your browser’s cache and cookies
    • Shut down your browser, then restart it and try again

    Alternatively, please try resetting your password and try to sign in again.

    If you are having problems accessing your emails on your email application or phone, as well as resetting your password (make sure you use the new password on your application or phone too), please also  make sure you've set up your email settings correctly

  • Problems with your new email service Show

    See the FAQs below for information on problems with your new email service.

  • I'm seeing a "Temporary Error 8" message. Show

    If you see this error when using Sky Yahoo! Mail, it means there was a problem in displaying the mailbox. This is a temporary error, which may resolve within a few hours on its own.

    To try and prevent the error, please follow these steps within Sky Yahoo! Mail:

    1. Click the gear icon in the upper-right corner of the window and select Mail Options.
    2. Under the Behaviour heading, select the dropdown box and change this to show 50 or 25 messages per page.
    3. Click Save.

    You may change this setting back if you wish at a later stage.

  • I'm seeing a 0x800xxxx error message when using a Microsoft desktop client. Show

    We're aware that some customers may be experiencing problems when trying to send and receive email messages in Outlook, Outlook Express and Windows Live Mail. You may receive an error message that looks like one of the following:

    0x800ccc0d, 0x800ccc0f, 0x80042109, 0x8004210, 0x800ccc19, 0x800c0133

    The most common causes of these error messages are problems with internet connectivity and account settings in Outlook, Outlook Express or Windows Live. First, please make sure that you are connected to the internet. If this is working fine, please visit our Help & Support article Get emails on a computer or device to check your POP and IMAP settings.

    If the settings are correct and you're still seeing the same error then please refer to the Microsoft Support site for more help.

    If you are still experiencing a problem please let us know on Sky Help Forum and we will investigate.

  • I can't send emails from Apple Mac Mail or I'm seeing an "SMTP offline error" Show

    If you're experiencing problems when trying to send emails from Apple Mac Mail, or if you're getting an error saying "SMTP is offline", please see the instructions on our Help & Support article Can't send emails from Apple Mail to help fix the issue.

  • What's happened to my "All Mail" folder and the archived emails I had? Show

    If you archived emails in the old Sky Email, these would have been put into your "All Mail" folder. When you archived them, this meant they were moved from your inbox into the "All Mail" folder. Whether or not this folder was copied across to Sky Yahoo! Mail will depend on which settings you had to show or hide this folder.

    Options for showing or hiding were in the old Sky Email and if the "All Mail" folder was set to hide, this means it will not have been copied across to Sky Yahoo! Mail.

    If your archived emails have not been copied across to Sky Yahoo! Mail, you can  follow the steps here to recover them. Please note, this is a temporary option that should only be used to recover emails received prior to 4 April.

    For more information on what folders or information could or couldn't be migrated, see our Help & Support article Moving your emails and settings to Sky Yahoo! Mail.

  • When I send emails from my client, they don't appear in my sent folder in webmail. Show

    If you are sending emails from an email client, please note, this is what's meant to happen. POP will display sent messages in the sent folder on your client (ie. on your computer or device), but it won't sync these updates with your sent folder on webmail. For more information on the differences between POP and IMAP, you can visit our Help & Support article Get emails on your mobile or tablet.

    If you would like to have a copy of these sent messages in a folder in webmail, you can set up a process to copy yourself into any emails you send, then in webmail filter these emails into a specific folder.

    1 . Sign in to Sky Yahoo! Mail on sky.com and create a new folder where you would like to save a copy of these emails. You can find out how to create a folder in our Help & Support article Using folders in Sky Yahoo! Mail
    2. Now set up a new filter with the following rule: "Sender contains , deliver this message to a the folder your have just created" See our Help & Support article Using filters in your inbox for more

    Now that your filter is set up, you just need to remember that whenever you send an email from your email client, you enter your email address in the BCC (blind carbon copy) field. This message will be filtered as per the new filter you have set up and placed into the specified folder in webmail.

  • I'm seeing a "554 error" message when trying to send an email. Show

    We believe we have now fixed this issue. 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. If you do continue to experience this, please let us know.

  • Does Sky Yahoo! Mail need to have JavaScript enabled to function properly? Show

    Yes, it does. Please see our Help & Support article Problems viewing Sky Yahoo! Mail for steps to enable JavaScript on your browser.

  • I have a huge volume of emails in my inbox (won't affect those accepting T&Cs from 11 April). Show

    We are aware that some customers are experiencing a large number of emails being downloaded to their email inbox which may lead to filling up hard drive capacity. If you have been affected, please see our Help & Support article for steps to fix the issue.

    Is there any other way to delete the old emails that have shown up in my Sky Yahoo! Mail? 

    Unfortunately, we have not been able to identify any other solutions at this stage to clear old emails. If these emails have downloaded to your email application, such as Outlook, you will need to try and delete all the old/unwanted emails from your email application inbox. If you have not yet started your email application, you can sign in to your email account on sky.com instead, and delete old or unwanted emails from there. Any emails deleted in this way will not download to your email application.

    We are very sorry for the inconvenience this is causing.

    If you accepted the new Terms & Conditions from 4 April onwards, please be aware that you may see this issue once your old mail has been moved if you use POP to check your email. You may prefer to sign in to your email account on sky.com until you can see that your email has been copied across, so that you can delete old/unwanted email there and avoid it being downloaded to your email application.

  • Removing duplicate emails from your account. Show

    If you’ve unexpectedly downloaded duplicate emails to your inbox using your email software application (like Outlook or Apple Mail), please do the following:

    1. 1. Log into your Sky Yahoo! Mail account via webmail through sky.com.
    2. 2. Delete any emails you don’t wish to keep. If you're not sure how, please see the article Keeping Your Inbox Tidy.
    3. 3. Set up a fresh Sky Yahoo! Mail account within your email application (Outlook or similar). Help & Support at sky.com has instructions for how to do this for Windows, smartphones and tablets, Apple Mac and other email applications
    The new account will then sync with your webmail inbox, and your emails will be downloaded without duplication. 
  • I'm deleting emails, but then getting them back in my inbox. Show

    If you're having problems with emails reappearing in your inbox after you've deleted them, this may be because you're using a number of different devices or applications to access your emails.

    First, we recommend that you check you are using the correct settings on your device or client.

    • Go to www.sky.com/emailwindows for help with IMAP/POP settings on a ‘ Windows’ desktop application
    • Go to www.sky.com/emailmobile for help with IMAP/POP settings on a mobile or tablet device
    • Go to www.sky.com/emailmac for help with IMAP/POP settings on an Apple Mac application

    If this doesn't help, please sign in to Sky Yahoo! Mail on sky.com and delete any unwanted emails there which will prevent them from appearing again on your device or email application.

  • Why is some of my data missing in my new Sky Yahoo! Mail account? Show

    If you accepted the Sky Yahoo! Mail Terms & Conditions before 4 April, we transferrred all your mailbox data over on the 4 April - this is true for almost all customers.

    We experienced a few problems in migrating the information over for a small number of customers so these are being investigated and copied over individually. The information customers have reported being missing includes:

    • Archive folder
    • Saved folders
    • Emails (e.g. missing from your archive or sent items)
    • Calendar

    If you think you are missing any data please let us know.

    We copied your contacts across from 31 March, so if you added or updated any contacts after this, those changes might not have been carried over to your new mailbox.

    If you have only signed the Sky Yahoo! Mail Terms & Conditions recently, it can take some time for all your information to be copied over.

  • My starred emails are missing. Show

    The “star” on the email won't have been copied over but the starred email has been copied across to your inbox.

  • Only my emails before 4 April are showing. Show

    If you accepted the new Terms & Conditions in the past day, you will be able to use the new Sky Yahoo! Mail account to send and receive new emails straight away. Your old emails, contacts, calendars and account settings are still being moved across. 

    Please be aware that when you sign in to your Sky Yahoo! Mail account, you'll no longer see an icon notifying you that you have new email. To find out whether you've received any new email, we suggest you sign in and check your inbox rather than look out for the updated email icon on the homepage.

    If you normally use POP or IMAP to check your email please sign in to your email account on sky.com until you can see that your old emails have been moved, as you may also need to manually delete old/unwanted ones.

    If you are having problems viewing emails which you received prior to the Sky Yahoo! Mail switchover, firstly please ensure you have accepted the Sky Yahoo! Mail Terms & Conditions.

  • My emails are being auto-deleted or are appearing in my trash folder Show

    If you are accessing Sky Yahoo! Mail through an email client and you're finding that your emails are being auto-deleted or placed in your Trash/Deleted folder unexpectedly instead of your inbox, we have provided further explanation of this in our Help & Support article Emails automatically being sent to trash.

    This page explains how you can check your settings to ensure you have not selected the option to delete emails once they have been downloaded, depending on which email client you are using.

    If you don't access your emails through an email client and only access them through sky.com, you should also check you don't have mail fetching set up on another email account which may be pulling emails from Sky Yahoo! Mail and then deleting them. Instructions to check for this are also on the help page mentioned above.

    Please also make sure you don't have any unwanted filters set up to delete emails as they arrive. Your filters can be found in the Filters section in Mail Options.

     
  • I've set up auto-forwarding to another account but my emails aren't showing up there. Show

    If you have set up auto-forwarding from your Sky Yahoo! Mail account to another email address (for example, Hotmail or Gmail) and are finding that the emails are not being forwarded, please follow the steps below to check your auto-forwarding settings are correct in Sky Yahoo! Mail.

    1. Sign in to Sky Yahoo! Mail.
    2. Click on the gear icon in the upper-right corner of the window and select Mail Options.
    3. Click POP & Forwarding and then check that the email address you want to forward to is displaying in the list.

    If not, see our Help & Support article Automatically forward mail to another account to set this up.

    If you've set up "mail fetching" through another email account to receive your Sky Yahoo! Mail massages to that inbox, please also check the settings in that account.

  • I can't print any of my emails. Show

    To print an email from the Sky Yahoo Webmail, open the email and select ‘Print’ from the ‘ Actions’ menu (the little cog icon). Your email will load in a ‘printer friendly’ layout in another browser window. This will pop up on screen, so make sure that your pop-up blocker is allowing pop-ups from this site: http://uk-mg6.mail.yahoo.com. The pop-up window might not appear in front of the current browser window, so you may have to minimise your email inbox to see it.

  • I'm seeing error messages "sending limit reached" or "suspicious activity" Show

    We are aware that some customers are reporting an error for "sending limit reached" or are unable to send messages as they are receiving an error that their account has been temporarily blocked from sending messages. Please visit our help page for more information.

     

    For those experiencing the sending limit reached error, the following steps may help you:

    • Enter the additional email addresses in the To, Cc, or Bcc fields (there must be at least one email address in the ''To'' field).
    • If you have more than one address in a field, separate them with commas (for example username1@sky.com, username2@sky.com). 

    Note: If you don't enter valid email addresses, or if you don't use commas to separate your recipients' addresses, your message won't be sent. Instead you'll see the message, "This is an invalid email address".

     

    For those experiencing the temporarily blocked from sending error, this may occur as a precautionary measure to protect against the sending of large volumes or spam. You can still receive messages and access your inbox and personal folders.

     

    If you have been affected by the above, we recommend you wait a few minutes before resending your message. This tip may also help you:

    • Avoid sending messages to a large number of recipients in a short time period. Instead, send the message to smaller batches of recipients.

  • I'm seeing an Error 553 message when trying to send an email. What does this mean? Show

    If you’ve received an Error 553 message while sending an email from Outlook, either your Sky Yahoo! Mail address or alternate email address (from a different mail service, such as Hotmail or Gmail) hasn’t been verified with Yahoo!. See our Help & Support article Error message 553 when trying to send an email for steps to fix this.

  • I'm using Internet Explorer 10 and the email attachment function isn't working. Show

    If you are having problems accessing attachments from your emails, this may be a browser related problem.

    1) Firstly, please try opening the attachment from a different browser.
    2) If this doesn't work, try disbaling any add-ons/plug-ins you may have installed. These options can usually be found in the Tools menu of your browser.
    3) If you are using IE10, try enabling Compatibility mode and trying again. This can be done by pressing the F12 button (generally located on the top row of your keyboard) to open a pop-up box. In this pop-up box, click the tab Browser Mode: IE10 to reveal a drop-down menu. Select the option Internet Explorer 9 and then close the pop-up box. Refresh the webpage by pressing the F5 key.

    See our Help & Support article Sky Yahoo! Email supported browsers for the list of Sky Yahoo! Email supported browsers.

     
  • I'm seeing more spam emails than usual. How do I fix this? Show

    We are aware some customers are reporting seeing more spam emails coming through in their inbox following the switchover to Sky Yahoo! Mail.

    If you are affected by this, please sign in to Sky Yahoo! Mail through Sky.com. Select the emails which are spam and then click on the "Spam" button above your list of emails. This will help to prevent further similar emails from being placed in your inbox.

    You can also block addresses from which you tend to receive spam. To do this, select "Mail Options" from the gear icon on the top right of your Sky Yahoo! Mail screen and then select "Blocked addresses". Here you can add the email addresses from which you generally receive spam so that emails from them are blocked.

    If you using an email client and finding that many spam emails are being downloaded following the switchover, you will need to turn this setting off in Sky Yahoo! Mail.

    1. Sign in to Sky Yahoo! Mail
    2. Select the Gear/Cog Icon from top right of the screen and select Mail Options
    3. Select POP & Forwarding from the sub-menu
    4. Make sure Dont download spam email is selected
    5. Click Save to save changes

    For more information, see our Forum article Managing spam mail via POP.

  • I now have adverts on my e-mail that I didn’t have before. Why is this? Show

    Similar to most other email providers, the new Sky Yahoo! Mail service will incorporate tailored advertising. Where possible, we try to make sure that only relevant and appropriate advertisements feature on the service.

  • We're here to help at any point. If we haven’t covered your question here, please feel free to get in touch on 08442 411 653.

  • New to Sky Yahoo! Mail?

    With Sky Yahoo! Mail, it's easy to keep in touch wherever you are. Just click the 'Sign up' button to get started.

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