No progress on my order

[#1]

I ordered broadband on Wednesday morning, at which point it said I would have had a line check and recieved my router by now. When I check my order it seems to be stuck on '2 - CHECKING YOUR DETAILS - We're gathering details about your account so we can place your broadband order.' Despite the order not having been placed £68.98 has already been taken from my bank account. 

I am starting a course with mostly online teaching on Monday and need broadband asap.

I have tried to contact customer services and they are not accepting calls and when I speak to online chat I get a bot which is not helpful.

Can someone please tell me when my order is going to actually be placed?

Or is not can my order be cancelled and my money refunded please?

[#2]

Thanks a lot for taking my call, I'm really sorry about the issues with your order caused by the need for a line survey. An appointment has since been booked in and I've also opened a support ticket on your account to document our conversation and follow up on this for you. I'll be back in touch tomorrow.