Bell’s controversial policy has been shut down. Only a few months after the company began locking smartphones sold in its stores, the Canadian Radio-television and Telecommunications Commission (CRTC) has ordered it to stop immediately.
A firm reminder from the CRTC
In an official letter, Marc Morin, chief operating officer at the CRTC, reminded Bell that the Wireless Code must be respected by all providers. The rule is clear: every phone must be sold unlocked at the time of purchase. “These rules exist to protect consumers, and every company must comply,” Morin stated.
How Bell’s policy started
In April 2025, Bell and Virgin Plus introduced a new measure that locked smartphones for 60 days after purchase. The company said it wanted to reduce theft in its stores. Customers could request to unlock their phones through customer service or an online tool, but many reported that their devices stayed locked even after the waiting period.
Following numerous complaints, the CRTC stepped in. The regulator ordered Bell to unlock every affected device and to notify each customer once the process is complete.
A rule already settled
This debate is not new. The CRTC revised the Wireless Code in 2017 to prohibit the sale of locked devices and to eliminate unlocking fees across the country. Since then, every new phone in Canada must be unlocked from day one.
Earlier this year, Bell tried to challenge that rule. The company asked for temporary permission to lock phones after purchase and also suggested reopening the Code for review. The CRTC rejected both requests.
Legitimate concerns but wrong solution
The CRTC recognized Bell’s concerns about store thefts but said locking phones is not the right answer. “This practice is not in the best interest of consumers and has not proven necessary to address rising crime,” wrote Morin.
The regulator also criticized Bell for informing them of the policy only a few days before putting it in place. “When a company seeks an exemption from its obligations, it should contact the Commission earlier,” Morin added.
What comes next
Bell must now unlock all affected phones and confirm the changes with customers. The company will need to find new ways to protect its stores without violating consumer protection rules.
For Bell customers, the situation should soon return to normal. Every phone sold in Canada must remain unlocked at the time of purchase, as required by the Wireless Code. The CRTC has now made that point perfectly clear.
