Which? uses cookies to improve our sites and by continuing you agree to our cookies policy

Campaigns | Unlock mobile phones

Unlock mobiles media image 360963

Update

Win! Mobile handset unlocking success

Automatic unlocking of customers’ handsets at the end of their contracts will be an expectation of mobile firms, the Government has announced today.

This announcement comes as part of the Government's Better Deal plan, setting out steps to increase competition and improve living standards. The Government will consult in 2016 on ending the practice of mobile handset locking for customers outside of any initial contract period.

Consumers face costs of up to £20 to unlock their phones, with an estimated £48 million spent every year. As part of our campaign to Unlock Better Mobile Deals, we’ve been calling for providers to unlock handsets for free.

Commenting on today’s announcement, our executive director, Richard Lloyd said:

‘Hidden charges, confusing contracts, and complicated switching are still too common in markets we all rely on. By making it easier for consumers to save time and money, these reforms are good for people, businesses and growth in the economy.’

News

Vodafone, EE and Three respond

Yesterday we revealed that mobile customers are collectively overpaying by £355m a year for handsets they’ve already paid for. Read how the main offenders - Vodafone, EE and Three - responded to our call for action.

Unlike customers on other mobile networks, Vodafone, EE and Three customers are charged one bundled price for their handset, minutes, texts and data.

Here’s what these three major mobile networks had to say in response to our research:

A spokesman for Vodafone said:
 

'We offer competitive pricing on both 12 and 24 month contracts which often include a handset as part of the bundle. We’re clear with our customers on when their contract ends – through customer services, their online account and the My Vodafone app.

'We also proactively contact the vast majority of pay monthly customers before their contract ends to discuss the best possible bundle for their future needs.

'At the end of the contractual period customers are able to upgrade and take a new handset or move their contract to a SIM Only plan.'

A spokesperson for EE said:

‘Separating phone and tariff doesn’t always represent the best deal for consumers and can sometimes result in them paying more. EE customers have the flexibility to choose the tariff and upfront phone cost that is right for them, often with better value than tariffs that are separated.’

A Three spokesperson told us:

‘We offer a range of plans which include a handset with different data and call allowances to suit customers’ needs. At the end of their contract, customers can upgrade to a new handset with a new plan, switch to a SIM-only plan where they pay only for airtime and not a handset or move to another operator.

‘We already unlock devices for free and we are looking at developing new contracts which will split out the cost of the handset and the airtime for customers.’

We’re calling on all mobile providers to separate out the cost of the handset so you don’t continue paying for it after your contract ends. So it’s great to hear that Three is looking to offer contracts where these costs are separate. You can help us convince Vodafone and EE to do the same by signing our petition.

News

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.

Update

Win! EE cuts mobile unlocking fees

27th February
Success
News

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.
News

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.
Success
Success

New protections against mobile phone bill shock

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

News

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?
News

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.
Take action

This campaign is now closed - sign up to help us win our next campaign

76,566
petition signatures
Help us reach 80,000

Recent Supporters

  • James 3 days ago
  • Linda about 1 month ago
  • Ciara about 1 month ago
  • Diana about 1 month ago
  • Gary about 2 months ago