Hello @nicole_mcnaught ,
Welcome to the community,
I only had to wait around 10-15 minutes to speak to the upgrade team this lunchtime, which is not long, they are dealing with other customers.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
