My Parents have lost Sky Sports and Sky Cinema

[Swiss_Boy]

My elderley parents have lost Sky Sports and Sky Cinema but the monthly direct debit has reduced to reflect the changes.  The problem is my parents did not act the change but when we call to speak to an agent ( normally abroad ) we are told the account for there address is in another name than theirs so will not speak to us. My parents have been sky users for over 20 years but we cannot speak to anyone.  What can I do, anyone one know a UK number I can call, or email address ?  

[SKY1992bf]

@Swiss_Boy can you confirm which sky platform they have ?

sky +/+hd, sky q, sky glass/stream

Are they able to watch channel 5 in HD on channel 105 if on sky plus

[Swiss_Boy]

There sky box is very old and this may be the reason but our problem is not being able to speak to someone

[SKY1992bf]

@Swiss_Boy  the link below, may be of use

https://www.sky.com/help/articles/sky-channel-upgrade

as for the account name issue are you able to login into the link below are confirm the account holder name is correct 

https://www.sky.com/mydetails/account-info