Hi @Soraya
If you tell us what you have tried, the community may be able to provide further advice but you have given us very little to go on. But note your not talking to Sky, we are fellow subscribers.
Your other course of action could be to report the issue to Sky. Part of that extortionate fee is for them to provide you with technical support.
MikeAlanR
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55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.
Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
