ANACOM Alerts - Unlocking mobile phones and suspension of the communications' service

Under the "ANACOM Alerts" initiative - put into effect with a view to adding to the information that this Authority provides to consumers about specific sectorial themes which reflect the main issues raised in the complaints received - the following article was published on June 18th (in the Correio da Manhã newspaper) and 19th (in the Jornal de Notícias newspaper):

Unlocking mobile phones

  • If you buy a locked mobile phone, to use it on another network you have to ask the operator to unlock it.
  • The operator must inform you in writing about the terms & conditions and cost of unlocking.
  • Under loyalty contracts, provided you have complied with its terms, unlocking is free. During the loyalty period you may have to pay for unlocking.
  • Under contracts not involving loyalty, unlocking may entail costs.
  • For further information please get in touch with your operator.

The segment this week on the radio station Rádio Renascença - which on June 21st, 22nd and 23rd is going to air at between 5 p.m. and 6 p.m. in the 1st position of the ad block - is as follows:

Did you know if you don't pay, your communications' service may be suspended?

It’s true! If you’ve got an invoice in arrears, your service may be suspended. But first the operator has to send you prior notice in writing giving you 30 days to pay.

You can only avoid service suspension by paying your debt within said period, reaching an agreement with the operator or lodging a complaint about the invoice amount. But always do so in writing!

If you don’t do anything, after 30 days the service is suspended and 30 days later the contract is cancelled.

If you have a loyalty contract you may have to pay a penalty.