For some reason the wait on the phone has gone through the roof in the past month. I tried several times this week, and waited close to 40 mins and had to give up. So I thought I would try during the England-Ukraine match, when few people could call, and it worked. After a 25 mins wait I heard the same friendly voice I am used to since 2001 (yes, I am a customer for 20 yrs), had excellent service who managed to reset my App in 2 mins. Very efficient and friendly as ever. Just the long wait was frustrating. They must be honest and transparent with their customers as to the reason for the long wait, and get it sorted asap.