This will need to be investigated by Sky so take some photos and phone them to let them know what has happened. It will take some time to be looked into.
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
When you do call say nothing when the bot speaks to you about what your call is about as it should then route you to somebody.
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