Thanks for your post on our Community Forums @karensmith54TG, and a very warm welcome to you!
Sorry to hear of the issues you've had when trying to obtain the O2 sim card.
As this would be coming from O2 directly, it would be best to contact them via the methods found in this link.
Thanks to all for your replies. Installation day came & went. I phoned customer services & a technical fault when I ordered meant the order didn’t go through. Very disappointed.
Zane in the customer services centre was absolutely brilliant. He re took my order & fingers crossed I now have a SIM on the way & a real installation date!