The actual phone order process went well. Sadly on delivery the wrong size SIM card had been sent - the phone needed a nano size card. Contacting customer services was lengthy and difficult - the only way to do so was via an online chat system - that had me waiting for 90 mins before I reached the top of the queue. Once with an advisor, I was told there was nothing mobiles.co.uk could do, as the items had already been dispatched. (A bit obvious, as i was contacting them to say I'd received the wrong item!). The only way to get a nano size card was to go and visit an O2 shop, and get them to sort out mobiles.co.uk's mess. Not what I would call customer care, just palming the problem off for someone else to sort out.