Order number 12 digits?

[Val86]

I ordered Sky Broadband a week ago. It was a referral from a friend. Installation is tomorrow. I've received an email from Sky saying last chance to claim £100 for referral. It's asking me to enter my 12 digit order number. The order number on the email they sent me confirming the order has 3 letters and 4 numbers. There's nothing else from them with an order number on. Can anyone advise 

[caesarome]

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@Val86 wrote:

 The order number on the email they sent me confirming the order has 3 letters and 4 numbers.

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Are you sure it isn't asking for your 12 digit account number and not an order one ?

[Val86]

It says order number. I have a customer reference whips 9 numbers long 

[caesarome]

@Val86 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Brill+Gill]

Thanks for escalating this @caesarome. We’ve sent @Val86 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Val86]

I hadn't received my customer number at the time., the only number I had was the order number. Once everything was set up I received the customer number. Thanks for everyone's help.