Good afternoon, which model of Samsung is it?
No problem, on the home screen pull down from the top and a small menu should appear.
At the top right there should be a cog icon, press that and it should take you to the settings menu.
Please let me know once your at the setting screen.
Pesss the bottom right arrow key 3 times, then place your finger on the status bar at the top and pull in a downward motion to the middle of the screen, this should display the shortcut menu.
Hold in the power button on the side of the phone for 3 seconds and select the option at the top (power off), the phone should then shutdown. After 30 seconds press the power button again to turn the phone back on.
It sounds like its locked up, hold down the down volume key on the left hand side of the phone and power button on the right hand side for 20 seconds.
Has the phone restarted, or at least are you able to access the shortcut menu by pulling down the status bar at the top?
Ok looks like we need to do a hard-reset
1.Power the phone off.
2. Hold down the following three buttons (Volume UP, Power, Home)
3. Release the buttons after the Android logo appears
4. Use the down key to select 'Wipe Data\Factory reset' (fifth option from the top)
5. Then press the power button
6. Select the option to confirm reset, which is the option with the most text.
7. Press the power button
The phone should then restart and take you through the settings as if it was brand new and let you chose your language.
You may wish to watch the video here which shows you the steps required.
Please let me know how you get on, and if you need anything clarified.
Starting to make some progress, appreciate this is all rather frustrating for a new phone.
Have you been able to access the menu to select a factory reset?
Just to confirm what stage did you get to, did you get to where it showed you the menu to reset to factory settings?
Can you advise who you ordered the phone through
This needs to be returned to O2, I am going to opt out.
Hi there and welcome
If you hold the power button for 30 seconds, then release, will it then shut down?