Replacement phone lost in transition - PLEASE HELP

[sami21]

My phone is broken so i was due a replacement to be delivered on sunday (through insurance), it never turned up, DPD tracking number has said it is on the way back to O2 since monday, but i have heard nothing from O2 and in my MyO2 account there is nothing under traking orders for it.  I cannot phone as my phone isnt working and the online assistant keeps saying it cannot access my account even when im logged in. What can i do? ive now been 1 week without a phone and its very very important for me as i have 4 year old twins, one with severe autism so i desperately need my phone in case of an emergency. 

[MI5 · Accepted solution]

@sami21 

You need to contact O2 from an alternative phone or by downloading Skype to your PC or tablet etc.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.