You will need to call Sky to speak to them about this.
150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:
https://www.sky.com/help/home
Say No when asked if you want a text or to go online then stay on the line.
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If someone has helped you then please click on the LIKES button in their post.
If you need help please provide as much information as you can
