@ChrisHulme1
It can take up to 6 weeks and sometime longer so you might want to call Sky about this.
We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” at the bottom of this page if it is available should be the number to use:
https://www.sky.com/help
You can also contact Sky via social media:
https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295
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