The wait for customer service was quite long - I'd tried earlier and told I was 31 in the queue, so I gave up and came back later. This time I was 16 in the queue and had to wait about 15 minutes to be answered. Also when you are waiting in the queue, the website tries to log you out after 15 mins, so you have to keep confirming you want to stay in the chat. It means you cant go away and get on with something else while you're waiting. Once I got through to customer service the process was easy, quick and efficient. NO2 dealt with my query well and I was pleasantly surprised that the change I needed to make made my policy cheaper.