Account shown as restricted

[Salou3221]

So we had an issued with a subscription that meant we owed £6 which was resolved: we are still getting messages to say account restricted so are unable to purchase a mobile phone we need for our son. Sky customer services are useless at the moment and we have spoken to numerous people who keep telling her there isn't a problem there end and they can't find anything when clearly there is as we keep getting the message and can't buy the phone still. We are just running around In circles and not getting anywhere. Andy advice much appreciated 

[caesarome]

@Salou3221 

Are you seeing this restricted message via your onlinbe account or is your mobile device not working ?

[Salou3221]

Via the sky app: we don't current have a mobile with sky just broadband and sky package and want to add a phone 

[caesarome]

@Salou3221 

Are you logged in with the correct details as it should be your main primary Sky ID that you use to access your account as your broadband account should be linked to it.

[Salou3221]

Thanks everyone finally managed to find someone to solve: although we still don't know what the error was