Trying to upgrade but doesn't recognise digits requested from account number

[MaryBelle]

When it asks for my 8th and 9th account number digits to complete upgrade it repeatedly says not recognised

[caesarome]

In that case @MaryBelle all you can do is to phone Sky and have them place the order 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.