Mysky_1018 when trying to upgrade or skip adds

[Tez52]

Since joining sky everytime I try to.l skip the ads and upgrade i get this error same error when I try to upgrade anything and sky seems to.have put this on my accout as it thinks I haven't sent my puck back, i haven't  I have a contract and I get billed every month. Why would I send it back when still in contract, so stuck in crazy sky loop where they want me to send sky puck back and also want me to pay for it and will not let me upgrade. Only bonus is I'm saving money as i can't upgrade 

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147