Setting up my account and tracking order

I placed an order four days ago for quick start broadband installation but I think it may have went through twice as the first time I tried I got an error page so did it again but have had two order emails.

The next day I then received an email saying there was already an account holder at the address. I am unsure if this is because I have accidentally placed two orders and I am the other account holder or whether it is a previous tenant of the address. 

There is a number to call on the email, however, you need to have your account number to do so. I have not received my account nunber on any email, it is not on the contract summary sheet and it has been over 48-72 hours which is the time I was quoted to wait. 

Please can someone advise what to do as I seem to be stuck at the minute and would like to know whether my broadband box is still on the way (it was estimated to be delivered today but have had no confirmation of this). 

Thanks.