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Forrest
Level 1: Cadet

Telstra Lost Phone

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Hi, I handed in my my phone in for repair at a Telstra store a number of weeks ago and Telstra now acknowledge that somewhere between the store and the various repair centers the handset has been lost. I'm part way though a 24 month contract. Do I have grounds to have the entire contract terminated or will I have to accept a replacement handset and stay locked into the contract? Any advice anyone has would be greatly appreciated. Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
Level 23: Superhero
Accepted Solution

Re: Telstra Lost Phone

If they provide you with a working handset of the same model in a similar condition then you wouldn't have grounds to seek a termination of your contract.

One other thing to remember is that your contract is a SERVICE contract. So it's the SIM and associated service(s) that are contracted to Telstra, not a phone. You own that from the moment you sign up, even if you are paying it off via an MRO.
If you've found a solution then don't forget to mark that post accordingly.
If you think I've been of assistance to you please remember to let me know by clicking on the LIKE button.

Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.

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3 REPLIES 3
Level 23: Superhero
Accepted Solution

Re: Telstra Lost Phone

If they provide you with a working handset of the same model in a similar condition then you wouldn't have grounds to seek a termination of your contract.

One other thing to remember is that your contract is a SERVICE contract. So it's the SIM and associated service(s) that are contracted to Telstra, not a phone. You own that from the moment you sign up, even if you are paying it off via an MRO.
If you've found a solution then don't forget to mark that post accordingly.
If you think I've been of assistance to you please remember to let me know by clicking on the LIKE button.

Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.

View solution in original post

beverley_joy
Level 1: Cadet

Re: Telstra Lost Phone

Phone lost.platium customer.14 years.told we could get the same . FOR FREE.
Allan Elliott .<Removed for Privacy> HELP.

Support Team
Support Team

Re: Telstra Lost Phone

Hi beverley_joy, 

 

Are you able to clarify what has been happening? 

Also do you have StayConnected as part of your Mobile service? 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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