No phone received- and account shows nothing?

[Perelandra]

I recently ordered a new iphone, and pay monthly account from O2. On the 20th August I received an email which said: "Thanks for your order - it's now full steam ahead at our end." since then, I've heard nothing. Logging in to "My O2" is a real struggle, as the old phone is (basically) dead. How can I proceed?

[MI5 · Accepted solution]

@Perelandra 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to 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.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Perelandra]

Thank you for the very detailed response. Will do my best.. last time I managed to charge the phone, it took about 3 hours of fiddling with it before it worked out how to get apple juice...!