I believed I was upgrading my contract, when I inserted the sim with the new phone it had a different number so I contacted ee. It turned out I had been issued a brand new contract on ee. When I contacted ee to port my number they wouldn't and infact they wanted nothing to do with me. They told me to contact buy mobiles and request my upgrade contract. Not easy to do as it is almost impossible to locate a phone number for buy mobiles and even then staff proved unable to help other than that I was told by the agent to take the phone and sim back to a carphonewarehouse shop and get a refund and order an upgrade contract. I tried to do this but the carphonewarehouse shop could not accept a return of goods it did not sell. I was advised by the agent there to buy a payasyougo sim for another provider, port my number to it, then 24 hours later port it again from there to the new ee contract. I'm still in the process. Not the ideal way to get an upgrade. I would be very wary of this company in the future.