Did you get any emails about your order @Katherine2 ?
When I upgraded recently I got a few emails, including one I had to open and digitally sign (ie, click the button to agree) and until you do that the order is not complete.
If you did that, have you had an email saying the phone is out of stock? There are some delays with Apple supplying providers with the stock which might have caused the delay.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
Track usage, upgrade and get support with the My O2 appDownload My O2