If they are on duty they never fail to pop up if you browse around. They think they will be helping you choose a new phone etc but of course you can talk to them. They should be on as they work weekends. You need to persevere. Best of luck.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.