Hello,
My mum is the account holder (I'm her daughter living in the US). She called Sky on Tuesday to cancel two TV add-ons, and it seems that they also erroneously canceled the Broadband package at the same time. She called again today and they "said something about making a new account" and she got upset and hung up. Is there a way for me to get the plan reinstated without having to call? Why did this happen in the first place? Why would we go through the effort of getting a new router set up a month ago to just cancel it - obviously we wouldn't. Having to jump through loops to speak to the right person online is very frustrating so some guidance would be appreciated. Ideally without having to call as as I said, I'm in the US and my mum is not the best with technology. If something can be resolved here or via online chat (tell me the prompts to bring up the correct chat) that would be ideal.
