@Maria381 As we are just customers like yourself there is not a lot we can actually do to help you and you will need to speak to Sky. The following may help you get through:
If Sky is you mobile provider you can phone them by dialling 150.
If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this 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.
When calling Sky to get past the chatbot and speak to someone when asked if you want to go to a web link reply NO (it just brings you back here). This should result in you being put through to an adviser.
Good luck
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