cannot activate Iphone XR

[jack1664]

I recently broke my old IPhone XR and having gone through insurance and paying an excess I received a new replacement IPhone XR, however when setting up the iPhone it told me i could not make calls or use the cellular network as an update was required. it send me to an apple support website and talked me through steps to fix it. these steps did not work at all. I was advised to hard reset my iPhone, then re activate it. I did the restart but now it will not allow me to activate the iPhone, it will let me chose a language and log on to a Wi-Fi and that's it, it requests an update with no other options other than to shut the phone down. I've plugged it into my computer, connected to iTunes and it wont do anything unless its in restore mode, then it downloads and installs the latest software but it does not fix the issue in the slightest, once this process is complete iTunes simply refuses to talk to the device saying it needs an update, and the phone itself continues to not allow me to activate it. apple support wont help me as they cannot call me because my phone doesn't work. and i can't talk to anyone at my insurance company who sent the phone or anyone at o2 because I cannot activate my phone and do not have access to another. any help would be amazing 

[MI5 · Accepted solution]

@jack1664 

Assuming it was O2 insurance?

You need to contact O2 to replace it again.
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.