The normal process for upgrade phones via EE is that, after the order is completed via phone or online, there's very little to do. The new phones is despatched by courier, you move your existing working SIM from your current phone into your new phone, and then use it.
You mention having a phone call to set it all up - are you sure this call was with EE? Because there's nothing here to set up! What number was it you called, or called you? And where does the process you've followed, differ from what I've described above?
