About my phone recently I got a new phone and it was iPhone 11 and it was like

[Paddyreilly187]

I have recently got the iPhone 11 and I was happy with it to me it was a nice new iPhone in the box and I started using it and all of a sudden I have been getting details about the person that must’ve had the phone before me so I got a phone that was refurbished but it was not working like a new phone and when I go to contacts and I need my number I just go to my card but now it’s not my number showing it is the number of the person that must have had the phone before me and because I have had it for a couple of months now I just wanted to know if I could do anything about it would E E sort of be responsible for the situation that I’m in the phone isn’t working as good as I expect it to and I am getting the previous owner information as well it would be nice if they would just give me a different phone and take this phone back has anybody got any suggestions for me please 

[Christopher_G]

Hi @Paddyreilly187 

Welcome to the community.

If you ordered a brand new phone, it would have been new. When did you start seeing this information from another user? What kind of information is it and where is it showing?

Chris

[Chris_B]

@Paddyreilly187   Have you tried factory resetting it ?   Did you put your sim in the device or did you receive a new sim with the device and use that ?  

[Paddyreilly187]

it was given to me girlfriend her friend got a upgrade and he gave her the phone and it was with no sim card and everything was transferred to his new phone so everything had gone of it so it was just a phone and she like a idiot did a lock on it and then she forgot it and because she kept trying it the phone won’t do anything now so she just chucked it in the drawer and i just think it’s a waste and i will use it if i can get it sorted out but i don’t know if it’s possible i think i will take it to the EE shop and speak to them and see what they say 

[Chris_B]

@Paddyreilly187  It’s needs to be factory reset.   And if it’s still linked to the original owners iCloud account they will need to remove it from their iCloud account in order for you to use it.  The EE store can not help with this. 

You need to google “factory restore iPhone with DFU mode”   But it still has to be removed from the original owners iCloud account as it’s locked to that account if it hadn’t been removed from it already.  Only the original owner can do this