Ho @Stellacaldwell and welcome to the forum. As this is a customer help customer forum you are not addressing Sky so unfortunately you will need to call the Sky Customer Services team.
If Sky is your mobile provider you can phone them by dialling 150.
When you phone, to get past the chatbot just stay silent when it asks you questions and it will eventually put you through to the Customer Services team.
Apparently the quieter times to phone are 7-8 am or 8-9pm
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