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Campaigns | Unlock mobile phones

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New cap for lost or stolen phones falls short

The Government has announced a new voluntary agreement with five major mobile operators to tackle shock phone bills.

The Government has reached a voluntary agreement with five mobile operators - EE, O2, Three, Virgin Media and Vodafone - to set a cap of £100 if you report your mobile phone lost or stolen within 24 hours.

Three has already introduced the cap, with EE planning to introduce the within the coming weeks. O2, Virgin Media and Vodafone will follow with the new measures later this year.

New cap isn't enough

Although the cap will limit the impact of shock mobile bills due to fraudulent charges, it falls short of our expectations.

Our executive director Richard Lloyd comments:

‘This long overdue cap proposed by mobile operators falls short of expectations and won't do enough to protect consumers facing unfair bills run up by criminals when their phone is lost or stolen.’

You shouldn't have to pay

We found that a third of mobile users would find it difficult to cope with an unexpected expense of £100, and six in 10 think they shouldn’t have to pay any of the costs incurred from fraudulent use.

We agree. You shouldn’t have to pay anything for fraudulent activity on your phone if you report your mobile lost or stolen within 48 hours. We also think there should be an industry-wide plan to protect consumers from shock bills.

Richard Lloyd adds:

‘This is yet another example of why consumers are fast losing trust in mobile operators, with people already overpaying by billions of pounds for mobile phone contracts that just don’t suit their needs.’


Win! EE cuts mobile unlocking fees

27th February

Victory for mobile unlocking in the US - what about in the UK?

All mobile operators in the US now have to unlock mobile phones and tablets at the end of your contract. In the UK, we want providers to follow the US’s lead and make switching easier by unlocking handsets automatically for free.

Mobile users should not foot bill for fraud

We're calling on Britain's biggest mobile phone operators to play fair with their customers one year after they promised to protect people facing massive bills if their phone is lost or stolen.

New protections against mobile phone bill shock

New proposals from the Government will protect consumers from huge bills run up on stolen mobiles.


Have you bartered for a better mobile deal?

When your mobile phone starts to slow down and it generally begins to look a bit tired, you may be looking to upgrade to a new handset. But how do you make sure you’re getting the best out of your upgrade?

Is it too difficult to unlock mobile phones?

A recent YouGov survey for mobile operator Giffgaff finds that almost a third of mobile users aren’t sure if liberating your handset (from the network it’s initially locked to) is legal.
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