Hi @Elliott7 welcome to the forum. You are not addressing Sky as this is essentially a public customer help customer forum. You will need to call Sky to discuss the issue.
If Sky is you mobile provider you can phone them by dialling 150.
If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.
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