@LisaGrey , if your screen is locked, you need to put your password in or have it set up to Face ID, which will unlock it, it is usual, that after a time the screen is locked, not sure what your problem is? You can find all the explanation by going to the guide for the IPhone on your phone, or looking on the Apple website.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
