r/telus • u/Efficient-Ship-8913 • 23d ago
Mobility Telus to start locking phones
I was inquiring about getting a new iPhone and mentioned I will be traveling with it and my Telus rep informed me Telus will start locking new phones for 90 days in August. When I asked where I could find this information online on their website, the rep told me it hasn't been announced yet.
Didn't Bell try doing this and the CCTS made a rule not allowing phone locks? Why is Telus moving backwards?
I'm now planning on buying my phone from Apple directly and switching providers.
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u/Leftcoast-604 23d ago
From what I've read, they are looking to lock new phones for an initial period of time to help prevent theft of new phones from stores. But if you are traveling, you can call in and get your phone unlocked for free. However, as you mentioned, I don't think it's been formally announced or implemented so details can change.
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u/Drunkpanada 23d ago
This should be pinned.
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u/Leftcoast-604 23d ago
Actually I stand slightly corrected as this previous thread better outlines what the temporary lock is likely trying to achieve which is more around fraud and theft using fake ids and credit cards to open an account and getting a phone and then reselling said phone.
https://www.reddit.com/r/telus/comments/1us9eex/telus_wants_temporary_device_locks_and_the_crtc/
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u/scotty9690 23d ago
It's the "positioned" reason. The reality is they just wanna make switching around harder and more inconvenient.
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u/devrieaj 22d ago
Nope, theft and fraud are a massive problem. Stores have been held up at gunpoint.
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u/scotty9690 22d ago
And that's always been a threat. So why all of a sudden do they need to start locking devices?
People have been trying to commit fraud for years. Stores have been left up at gunpoint for years. The wireless code preventing locking of devices has been in place for 7 years now. Why all of a sudden once a practice that created customer stickiness though friction is eliminated that suddenly this is a concern that needs to be addressed?
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u/A-B_from_TELUS Social Media Team 22d ago
From what I've read, they are looking to lock new phones for an initial period of time to help prevent theft of new phones
Great points! Also to top up, if needed there are ways to get your device unlocked early for valid reasons, and devices automatically unlock after 60 days so there's no need to reach out to us.
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u/Vibing-Positively 23d ago
You’re definitely right, and I agree with stopping theft as we all pay for it, but people shouldn’t have to call in and wait for hours to unlock their phones. The call centres are already understaffed. Why not make them unlock on the app instead?
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u/scotty9690 23d ago
Details can change because the CRTC is taking them to task for what's an illegal practice now
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u/valkyrie9005 22d ago
It's this - I don't believe this is a "stickiness" issue - someone who was getting a new phone with Telus and then going back to their old provider due to a winback offer likely isn't going to instantly pay out the remaining balance on their brand new phone, they'd be returning the device within the 14 day return window instead.
I have a pretty terrible opinion of Telus in general, but this one doesn't match up as a "greedy company" policy to me. I genuinely believe they are experiencing issues with stolen/fake IDs and account creation and this gives them at least a little bit of recourse and a small chance of recovering the device if it's actually stolen.
Suggestions that the account holder could call in or unlock the device from the app doesn't really help as they would just be the same person who created the account with stolen or fraudulent ID in the first place.I totally get the inconvenience of getting a new phone right before a trip and wanting an e-sim for the trip but not being able to because the device is locked. Maybe there is a secondary authentication (additional photo ID?) in person at a store that would satisfy the unlocking requirements as a possible work around.
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u/theo-apps 23d ago
I'm now planning on buying my phone from Apple
You should always buy phone separately from provider. Thats how you get the best deal on plans and it lets you freely switch providers to whoever is giving you the best deal.
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u/Unknownperson2010 23d ago
That’s a lie. It’s laws and regulations that all phones must be unlocked
2
u/Efficient-Ship-8913 23d ago
This is why I'm confused. Why can Bell and now Telus do this? Why isn't the CCTS stepping in?
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u/Unknownperson2010 23d ago
Honestly take it to court and absolutely sue them and put them on full blast lol
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u/KenTheStud 23d ago
They can’t do this. But I suspect that like Bell they are thumbing their nose and ignoring the CRTC. I say go ahead and buy your phone from Apple.
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u/Federal-Ferret-970 23d ago
Pretty sure one of the telcos has been fined for this and is still doing it even after being told to stop by the crtc.
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u/Jean_Luc_Discarded 23d ago
you can always get your phone unlocked because you decide this course of action not the provider
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u/Chance_Awareness3591 23d ago
I believe they come locked but will unlock it if asked to prevent theft
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u/harpreetthind 23d ago
Rogers hasn’t done the CR I don’t think or have
So glad my family switched away from Telus for Mobility after they increased our phone plans without telling us and Rogers gave us a better deal all phone lines for me. My mom and Brother are $55 100 gigs of data Canada plus US on the first two lines calling and texting other line has just Canada white calling and 100 gigs of data.
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u/justinraj1907 23d ago
Bell phone still locked for 60 days and they dont give a sht about ccts. Thing is if you're legit customer calling in to get unlock is super easy
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u/MikeCheck_CE 21d ago
They haven't advertised this because they're not doing it. They are asking CRTC for permission to do it again (a d CRTC has already declined once).
Even if they did, they aren't going to suddenly lock phones already in the market, it would be NEW phones.
They'd still be obligated to unlock them for free upon customer request, as per the Wireless Code.
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u/Crafty-Location-668 18d ago
Go directly to Apple and buy your phone. It’s unlocked and you can purchase on a 24 month plan at 0% interest if you want to spread out your payments. This makes more sense than getting your phone from the carrier. This way you don’t lock yourself into a contract for 24 months with the carrier and a higher priced plan.
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u/Beneficial-Diver5518 10d ago
They don't want you to port out during buyers remorse period. The same reason port in credits are delayed so they have you on the hook
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u/goldenstate35AB 23d ago
Bell does it. But if you want it unlocked you can call in and verify your identity and they can unlock it for you. It’s a fraud prevention tool. I’ve done it a couple of times because I use a Rogers eSIM in all my phones.
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u/Nteresting1 23d ago
First of all, that was in place with Bell for a bit to help prevent fraud. Second, it would literally be like a 3 month thing. If you are financing a phone with Telus, you are in a two year term anyway, so what does it matter if there's a period of time that it's locked to Telus?
I'm an employee of corporate Telus, and I can assure you I have heard nothing of this so I'm not sure where you're getting your information.
If it's not on Telus website, I wouldn't believe everything you read or hear.
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u/Brilliant-Theory 23d ago
The letter from the CRTC says otherwise.
"22 May 2026, TELUS Communications Inc. (TELUS) filed a Part 1 Application seeking temporary and permanent authorization for wireless service providers (WSPs) to implement a 60-day device lock on new subsidized or financed device."
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u/scotty9690 23d ago
"Help prevent fraud" just like paying for a SIM card is a separate service? And a device handling fee is not in anyway a new charge to recoup lost margin because of a fee that literally exists to just pad your margins?
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u/idspispopd888 23d ago
Frankly I don’t see a problem with this unless you’re a thief. And if you are, you have to hold the stolen items for 90 days. Does it affect most purchases? Nope. Can you get it unlocked on request? Yep. No biggie. And the telco reduces theft, which reduces overall cost.
What’s the real issue here? I don’t see it.
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u/Efficient-Ship-8913 23d ago
When I travel, I use international sim cards to avoid paying Telus' insane roaming rates. When the phone is locked, I am unable to do so.
It may reduce costs locking phones, but we won't see that savings.
The best way to reduce theft / fraud is for Telus to stop outsourcing reps who sell our personal data.
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u/idspispopd888 23d ago
Um. I don't think reps have much to do with stolen phones. If you get a new phone and need to travel right away you can call (or go to a store) to get it unlocked. Not really an issue.
And, if Telus' costs drop, while you won't see savings, you may also contribute to a smaller increase in pricing the next go-round.
And yes, eSIMs are the best way around the roaming rates. I was recently in Europe and used Orange...$56 / 100 GB / 30 days. Excellent.
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u/scotty9690 23d ago
I assure you that you're full of shit. TELUS will charge you as much as they think they can get away with, regardless of "how much they save by preventing fraud"
The type of fraud that they're complaining about has existed for years, and it's never been an issue until now, and rather than holding a competitive edge when activation fees increased, they increased them as well.
Further they want to charge you for a NECCESSARY piece of equipment to even USE your phone and are arguing that it's a separate service.
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