The Canadian Radio-television and Telecommunications Commission (CRTC) has ordered Bell to immediately stop selling locked smartphones after determining the telecom giant violated the national Wireless Code. The ruling affects both Bell and its flanker brand Virgin Plus, requiring the company to unlock all affected devices at no charge.
What Happened?
In April 2025, Bell and Virgin Plus began selling smartphones locked to their network for up to 60 days after purchase. The company claimed this measure was necessary to combat an increase in robberies and theft at its retail stores, stating that 2025 had already seen more robbery incidents than all of 2024 combined.
While Bell offered customers the option to unlock their phones by contacting customer service or using an online tool within the 60-day window, many customers reported on social media that the company failed to unlock their devices even after the waiting period ended.
The CRTC’s Ruling
In a letter dated November 28, 2025, CRTC Secretary General Marc Morin addressed Bell’s Assistant General Counsel Philippe Gauvin, making the regulator’s position clear. The CRTC found that Bell had not demonstrated that locking phones was an effective measure to combat theft, nor had the company explored alternative solutions that comply with the Wireless Code.
The regulator stated that locking cellphones is not in the best interest of consumers and rejected Bell’s argument that the Wireless Code doesn’t specify the exact moment when devices must be unlocked. According to both the Code and the related policy established in 2017, devices must be unlocked “at or before the time of sale.”
Key Orders From the CRTC
The Commission has directed Bell to take several immediate actions:
- Stop selling locked phones immediately across all Bell and Virgin Plus retail locations
- Unlock all affected devices still restricted by this practice at no charge to customers
- Notify affected customers once their devices have been unlocked
Bell must also submit a detailed report to the CRTC by January 9, 2026, including:
- The total number of locked phones sold since April 22, 2025
- How many customers requested early unlocking
- How long it took to process each unlock request
- The number of complaints received about locked devices and actions taken to resolve them
Bell’s Response
A Bell spokesperson stated that the company is carefully reviewing the CRTC’s letter to determine next steps and will respond by the January 9 deadline. The company emphasized that its priority remains protecting employees and customers from rising criminal activity and fraud targeting wireless devices.
Bell had previously requested temporary approval to continue selling locked devices and asked the CRTC to reopen the Wireless Code for review. Both requests were denied.
A Brief History of Phone Unlocking in Canada
The CRTC updated the Wireless Code in December 2017, prohibiting the sale of locked phones and eliminating unlocking fees nationwide. Under these rules, all new devices must be provided to customers unlocked from the point of sale.
In 2018, Bell began a workaround by storing locked phones at retail locations but unlocking them during the activation process. The company cited fraud and theft concerns at that time as well. However, the April 2025 policy went further by keeping devices locked for 60 days post-purchase, which the CRTC has now ruled crosses the line.
Why This Matters for Canadian Consumers
The Wireless Code’s unlocking requirements exist to promote competition in the Canadian wireless market. When phones are sold unlocked, consumers can more easily switch carriers to take advantage of better rates or services without being tied to a specific network.
For Bell and Virgin Plus customers who purchased phones between April and December 2025, the ruling means their devices should be unlocked promptly and free of charge. Customers who experienced delays or were denied unlocking can expect the company to resolve these issues.
What Should Affected Customers Do?
If you purchased a smartphone from Bell or Virgin Plus since April 22, 2025, and your device remains locked:
- Wait for Bell’s notification confirming your device has been unlocked
- Contact Bell customer service if you don’t receive confirmation within a reasonable timeframe
- File a complaint with the CCTS (Commission for Complaints for Telecom-television Services) if Bell fails to resolve your issue
The CRTC has made clear that all wireless providers must comply with the Wireless Code at all times. The regulator also noted that Bell informed them of the locking policy just days before implementation, describing it as a “fait accompli” and advising that companies seeking regulatory relief should engage the Commission earlier in the process.
The Bottom Line
This ruling reinforces that Canadian consumers have the right to purchase unlocked smartphones from all wireless carriers. While Bell cited legitimate security concerns about retail theft, the CRTC determined that locking phones after purchase isn’t the appropriate solution and doesn’t comply with existing consumer protection rules.
Bell will need to find alternative methods to address store security that don’t restrict consumer choice or violate the Wireless Code.
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