Consumer watchdog Which? is calling on mobile network operators to automatically unlock customers' phones for free at the end of their contracts, making it easier for them to switch network.
If you buy a mobile phone as part of a contract today, that phone will almost certainly be locked to the provider's network, meaning that SIM cards from other networks will not work in the phone. Most mobile operators charge customers to unlock their phones, and will often only do so when asked, which can act as a barrier to switching.
However, new Which? research reveals that two thirds of consumers think it is unfair that phones are locked to the provider’s network, and 77 per cent say it’s frustrating that phones need to be unlocked to use them on a different network. Eight in 10 (82 per cent) think providers should unlock a phone for free when the contract comes to an end.
The research uncovered wide variation in the rules around unlocking handsets between providers, in particular around cost. For example, Virgin charges £15.32, while Tesco charges £20 within the first 12 months. O2 charges £15 for pay-as-you-go users, but offers a free service for those with a contract, while GiffGaff and Three provide all devices unlocked.
"Mobile phones are an essential part of daily life for many people and consumers shouldn’t be locked into contracts that do not suit their usage," said Which? executive director Richard Lloyd.
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