CRTC orders Bell to stop locking smartphones

The Canadian Radio-television and Telecommunications Commission (CRTC) ordered Bell to stop selling locked phones “immediately” after the carrier violated the Wireless Code and began locking the phones.

A a stern letter to Bell from Marc Moringeneral secretary and executive vice president of corporate services and operations at CRTC, criticized the carrier for its new 60-day phone locking policy, noting that the Wireless Code is “clear” on unlocking phones.

“As you know, the Code's device unlocking rules require service providers to provide customers with mobile phones that are unlocked at or before the time of sale,” Morin wrote in the letter.

Morin directed Bell to stop selling locked phones, ensure future phone sales comply with the Wireless Code, unlock any phone that is still locked out of the network due to the policy, and notify affected customers when the process is complete.

Bell began blocking smartphones sold by it and its flanker brand Virgin Plus in April 2025, saying at the time that the move was aimed at solve the problem of increasing the number of robberies in their stores. Bell locked smartphones to its network for 60 days, although it still offered to unlock phones for customers who contacted the carrier or used your online tool within a 60 day period. Notably, several Bell customers complained on social media that the company failed to unlock its phones within the 60-day window.

The CRTC updated the Wireless Code in 2017 to ban the sale of locked phonesrequiring all new devices to be unlocked going forward. The code also prohibits unlocking fees. About a year later Bell began blocking phones stored in retail outletsbut unblocked them during the activation process, blaming the policy on an increase in fraud and theft.

Bell reiterated concerns about the theft in a letter it sent to the CRTC in May, but Maureen wrote that blocking phones does not address those concerns.

“The Commission also believes that cell phone blocking is not in the best interest of consumers and that the practice has not proven necessary to combat the increase in crime and financial losses experienced by the wireless industry,” Morin wrote.

Morin also rejected Bell's request to temporarily allow it and other carriers to lock phones after purchase, and also rejected the carrier's request to consider changing the wireless code. He also criticized Bell's decision to brief the Commission on the phone blocking plan “just days before the new practice took effect.”

“It is the Commission's view that when a company seeks relief from its regulatory obligations, it should approach the Commission sooner,” Morin wrote.