Ordered a phone 30th Dec to arrive today 31st. Paid £10 upfront for delivery as my current phone damaged and unusable . Delivery didnt happen -was first told there was a delay and then it was cancelled till 3rd Jan. Explained that I work for nhs , and need to be contactable and now am without a phone. Call handler unable to escalate . Poorly trained member of staff who just kept repeating the same phrases . So asked for PAC code to enable myself to go and buy a new phone - then was told ‘it’s not EE policy ‘ as phone has been sent out . I could however have PAC code if I pay £507 as an early cancellation charge . So now have no phone till next week , and am unable to do anything about it . Was told at one point that the company managers were mostly working from home ‘ as its Christmas’ ..... well , that’s fine if you still provide an adequate service - but you’re not providing that . Am taking mine and my sons business elsewhere and would recommend avoidance of this shambolic company , I don’t care how good their coverage is .