Returns, switching mobile providers and unlocking smartphones

If you’re thinking about a new smartphone or changing network, you may be wondering about returns of faulty goods (or ones not fit for purpose), how to switch, or how to unlock a phone you already have to use on your new network.

I'm unhappy with my new mobile deal. Can I return my smartphone?

This is particularly important if you are in an area with poor reception, or you find you're unable to use the service to a satisfactory level. Make sure you check the coverage in your area before you buy, but be aware good coverage does not mean you will definitely get a good service. For example, if too many people in your area are trying to share the connection, you may still experience calls being missed, texts failing to send, or very slow data speeds that do not meet your needs.

You should find most mobile providers will have a money-back period, during which you can return a smartphone or cancel a deal if you are unhappy with the service. However, this will tend to be no longer than two weeks for a contract deal and perhaps less. Also, some third-party operators on the high street may not honour money back periods that the network offers through its own outlets, so be very careful. 

Your best bet is to buy online, as this guarantees you are covered by the UK's Distance Selling Regulations. These guarantee you:

• The right to receive clear information about goods and services before deciding to buy;
• Confirmation of this information in writing;
• A cooling off period of seven working days in which the consumer can withdraw from the contract;
• Protection from credit card fraud.

Also remember that if you end up wanting to return a smartphone, you must be able to return it and everything that came in the deal to your provider as you were sold them. If any parts are missing or damaged, it's unlikely you will be able to return your device.

Getting your PAC and switching network

There is normally little to no fuss when you want to change network, although it may take a day or so and could see you with a temporary number in the meantime. You'll need to get a 'porting authorisation code, or 'PAC', from your previous network (if you're not sure of the number, see our guide to customer and technical support). However, this should be a painless experience nowadays. Just be aware they only last a certain amount of days, so don't dally once you've got it – you may call your new network only to find it fails, meaning you'll have to ring back for a new one.

As long as your current contract is about to run out, or you're all out of credit on your pay as you go (PAYG) deal, it's simply a case of signing up with your new network. But if you are on a smartphone contract, don't forget to cancel it! Even if you signed up for a tariff for a specific time period, such as 18 or 24 months, it will continue on monthly unless you actually cancel it after the finish date. Also bear in mind that this could take a little while.

So what do I do next?

In most cases, customers switching smartphone provider will simply buy a new handset from their new network. It's worth keeping hold of the old one if you do though – smartphones are very easy to break and if uninsured, you may find yourself with a way to go before your next upgrade and no handset!

The other option is a SIM-only smartphone deal, where you either keep your own handset or buy a new (or secondhand) one outright. If you buy new, try to get one that isn't locked to a particular network, or if you buy secondhand be sure the smartphone you purchase is either unlocked, or locked to your new network.

What does 'locked' mean, and can I unlock a smartphone?

Have you ever noticed signs in independent mobile phone store windows, or street vendors, stating 'we can unlock your mobile'? When you buy a smartphone it's often set so that it will only work with a single network's SIM card - it is described as being 'locked' to it. If you then want to change network, your smartphone won't work with the new SIM. However, it's not uncommon to hear that someone got their phone 'unlocked' so they could get a new network SIM card working.

Unlocking smartphones can be a sore point for mobile providers, as they potentially lose out on revenue, especially if the smartphone was offered at a knock-down price as part of a subscription deal or offer. However, unlocking certainly isn't illegal, but you do it at your own risk and it will break any warranty you may have had on the handset. Once the phone has been tampered with you'll get no support from your provider if it becomes faulty.

You should find that your previous network will unlock your smartphone for you, for a small price. However, you way want to shop around third-party stores and websites, as some unlocking solutions can be very cheap, depending on the handset - you may even find a free one. Nevertheless, remember that you do so at your own risk.