My mobile order is stuck

[mattg543]

I upgraded my phone via trade in on the website on the 19th Sep. I got my email confirmation and order number as expected. 

Today (20th) I've had an email asking me to call them on 0800 079 0531 to complete the order. It doesn't say what's wrong, only that I need to call. I've spent 30 mins on hold without getting through. I tried chat but they couldn't help me.

How can I find out what's wrong with my order and how to fix it?

Thanks

[mattg543]

Should have said, I tried tracking but get the attached message:

[Chris_B]

@mattg543 As requested you need to call to sort this, if you don’t your order will not proceed.