@Mumma+bar I have escalated this to Sky and hopefully they will come back to you, Private message or email, and be able to sort something out for you. Look for a blue blob bottom right of your screen.
PLEASE NOTE once you get the blob the chat is not real time and once you type in there could be quite a wait until there is a response, you don't have to hold the chat open just come back later to see any replies.
It seems that sometimes the "blob" does not show with Safari.
If you are using Safari with OSX, please make sure that Hide IP Address (under Privacy) is not checked in order to see the blue bubble.
