@Sophie2305
I would give Sky a call so they can investigate this for you.
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.
If there is an issue outside of your property then the timescale Ipenreach work to is usually 3-5 working days.
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