Advise needed

Hi all - I wondered if anyone can give me some advice. I applied online for a replacement passport for my child as his passport was lost. I have been checking constantly for updates however the status on it has been “confirming your identity “ since the 23 May. I have called the passport office a number of times and am not given the opportunity to speak with anyone. How are people managing to get hold of an operator to speak with? Thanks for any help in advance.