Jeff Smith – 2016 Parliamentary Question to the Department for Culture, Media and Sport

The below Parliamentary question was asked by Jeff Smith on 2016-09-12.

To ask the Secretary of State for Culture, Media and Sport, what assessment she has made of the effect on consumers of the practice by certain mobile phone companies of enforcing a two-week wait before customers can receive their unlock codes in order to change provider.

Matt Hancock

At Autumn Statement 2015, we challenged the mobile phone industry to improve their handset unlocking practices; since then operators have committed to unlocking many more of their customers’ handsets for free, and as of this autumn, no major mobile provider will charge a customer to unlock their phone outside of an initial contract period.

During the Government assessment of handset unlocking practices in early 2016, the major mobile providers were challenged on their turnaround times for issuing unlock codes. Although many providers state that it can take up to 10 working days to issue an unlock code, this is only in the instance that the provider has to contact the handset manufacturer to obtain the unlocking code. In the majority of cases, providers are able to issue unlock codes within 1-3 working days.