Received call out of the blue offering to upgrade my contract as it was coming to an end. Sales Advisor offered a reduced monthly fee SIM only deal that suited my situation. I explained what kind of mobile I had and a new SIM was posted to me....... That's were everything started to go wrong. The SIM arrived but it was the wrong size. I rang customer services, 10p/min, who blamed EE for the SIM, even though an e2Save invoice was included in the package, then I was put on hold for 20min whilst customer services tried to contact EE. Finally through to EE customer services who passed me from dept to dept, was told a replacement SIM was £10 but a manager would waive the fee and then cut off after 40min on hold. I rang EE back and after another 20min on hold was given two options; be sent a new SIM in 4-5 days, or have the SIM upgraded by text, pretty easy decision..... But still waiting for the text 3 days later. Really can't understand how so many people, 6 in total, couldn't come up with a straightforward solution. A real waste of everyone's time. This probably happens day-in-day-out in every customer services centre in the UK. As the front to a huge company this kind of service just isn't good enough; a simple SIM upgrade, that probably happens 1000's of times a day, should take seconds, not over 1 1/2 hours.