@WayneRobert1972 Unfortunately you will need to call Sky to discuss the issue.
If Sky is you mobile provider then you can reach them by calling 150.
If not click on the link below and select the “need more help” drop down at the bottom of the page and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.
https://www.sky.com/help/home#M1014
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