@Angelab2
It is difficult for any of us on here to say what you have done so I think the best thing you can do is to use another phone to call Sky so they can look into this for you.
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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