@JANET54 This is a public forum consisting of customers like yourself and we have no access to anyones accounts. Consequently you will need to speak to someone at Sky. I have escalated your post to the Community Messaging Team who will invite you for an online chat.
The link below explains how the procedure works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed. Note replies from Sky are not instant so you will need to regularly check the chat thread.
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