Hacked iphone account

[Jensway1]

Hi. Last night my account was hacked. When I went online into my EE account, there was a message "device unlocked". 

My iphone cellular settings doesn't reflect any cellular plan and there doesn't appear to be any cell signal indicated in the top right of the screen. Any suggestions?

[Chris_B]

@Jensway1  Your phone is automatically unlocked . That a message informing you of that.   Try restarting the device and no your account hasn’t been hacked. 

[Jensway1]

Thanks @Chris_B  . How is it that my cellular plan is deleted from my phone? What am I missing here?

[Chris_B]

@Jensway1   Was you using an eSim ? 

[Jensway1]

Nope

[Chris_B]

@Jensway1  The sim is the plan.  Have you tried a network reset on the device?   It’s in Settings>General>Reset>Reset Network Settings.   Your device will reboot and you’ll need to put your WiFi passwords back on your device when needed. 

[Jensway1]

Thanks, Just tried that. The cellular plan has not appeared once the phone reset as per your instructions. If I click the "add cellular plan" button, it asks for a QR code. None of the documents I received from the service provider contain a QR code.

[Leanne_T]

Hi @Jensway1

Thanks for coming to the community. 

If you get in touch with our Mobile Care team, they will be able to get this looked into for you. 

Let me know how you get on. 

Leanne.