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Campaigns | Unlock mobile phones

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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.


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.


Win! EE cuts mobile unlocking fees

27th February
EE has announced that it is reducing its fees to unlock mobiles phones by more than half.

In a win for our Unlock Mobiles campaign, EE will make changes to its unlocking policy from Spring this year. EE will cut its unlocking fee from £20.42 to £8.99.

Pay-as-you-go customers will now be able to unlock their mobile phone as soon as they purchase their device, and pay monthly customers can unlock after six months in contract.

An EE spokesperson told us:

‘Following a recent review of our policies and our pricing we can confirm that we will soon be reducing the price of handset unlocking.’

Although unlocking won’t be free, it’s good news for our 55,000 supporters. We now need to see action from the other mobile phone providers, including O2, Vodafone, Virgin Mobile and Tesco Mobile.

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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