What am I Doing Wrong?

What is it with me and phones? It has worked perfectly happily for about 18 months. But now.... it wont connect to the wifi at work. At home it will connect to the wifi (at least it says it has) but wont actually do anything that needs an internet connection. Sometimes it rings when someone is calling me and sometimes it doesn't. I rang the EE helpline. They advised me to take the battery out, wait 30 minutes and then start up again and they PROMISED that they would then phone me back. Did they heck.