CRTC Takes Action Against Bell's Locked Phone Policy
The Canadian Radio-television and Telecommunications Commission (CRTC) has instructed Bell to cease the sale of locked phones “immediately.” This decision comes after the carrier violated the Wireless Code by implementing a policy that locks devices.
A firm letter from Marc Morin, who serves as the secretary general and executive vice president of corporate services at the CRTC, criticized Bell for its recent 60-day phone locking policy. Morin emphasized that the Wireless Code is “clear” regarding unlocking devices.
“as you are aware,the rules in the Code state that service providers must sell cellphones unlocked at or before purchase,” Morin stated in his correspondence with Bell.
Bell's Controversial Locking Policy
The CRTC has mandated that Bell halt its practise of selling locked phones. The commission also ordered bell to ensure all future phone sales align with wireless Code regulations. Additionally, any device still locked due to this policy must be unlocked, and customers affected by this change shoudl be informed once their devices are accessible again.
This controversial locking practice began in April 2025 when Bell started locking smartphones sold through its own brand and Virgin Plus.At that time, they claimed it was a response to a rise in thefts occurring at their retail locations. Under this new rule, smartphones were locked for 60 days but could still be unlocked if customers reached out directly or used an online tool provided by Bell during this period. Though, many users took to social media expressing frustration over delays in unlocking their devices within this timeframe.
A History of Locked Phones
The CRTC revised the Wireless Code back in 2017 to ban sales of locked phones altogether while also eliminating unlocking fees. Just about a year later, though, reports surfaced indicating that Bell had resumed selling carrier-locked phones at retail outlets but would unlock them during activation—citing concerns over fraud and theft as reasons for these actions.
In May 2025,following complaints about thefts from stores again being raised by Bell officials in communication with the CRTC,Morin responded firmly: simply locking phones does not resolve these issues effectively.
Consumer Interests Come first
“The commission believes that locking cellphones is not beneficial for consumers,” Morin wrote. He added there’s no evidence showing such practices are necessary to combat rising crime rates or financial losses faced by wireless companies.
Moreover, he rejected requests from Bell seeking temporary permission for carriers to lock purchased devices and dismissed proposals aimed at altering existing Wireless Code guidelines. he expressed disappointment over how late notice was given regarding these changes just days before implementation began.
A Call for Better Communication
“When companies seek relief from regulatory obligations,” Morin noted critically,” they should engage with us well ahead of time.” This statement underscores an expectation for better communication between service providers like Bell and regulatory bodies like the CRTC moving forward.
The Road Ahead
This situation highlights ongoing tensions between telecommunications companies aiming to protect their assets against theft while ensuring consumer rights remain intact under established regulations like those outlined within Canada’s Wireless code framework. As we watch how things unfold next—will other carriers follow suit? Only time will tell!
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