Phone upgraded, not received and no reaction

I have upgraded my phone on 6 October 2017, ref UV ********** . I did not receive the phone yet, but worse, I do not get any reaction to my queries. If I phone the helpline, I am holding for 20 minutes and then get disconnected, or they tell me to phone someone else. But nobody can tell me where the phone is. What must I do to get the phone or a reaction? I do not want to hear about them changing couriers etc since this is not my problem. Why are they not delivering the phone? And worst of all, why can I not get hold of anyone who can help me??

The customer service is appalling.