Level 1: Cadet

Changing Providers/Returning phone

I just today organised a new phone, changed providers and have also switched my phone number over to the new provider. Now I need to return my old phone (as it's leased) and have been told that because I have JUST changed my number to the new provider, I can no longer just take my phone into a Telstra store. I have tried to call Telstra to find out how to return it AND used the chat app with no answers.

Can someone here tell me if it's true that I cannot return it to a Telstra store and if so, how I can organise the return? Thanks

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Level 25: The Singularity
Level 25: The Singularity

Re: Changing Providers/Returning phone

The porting should trigger the returns process for the handset and you should receive a letter from Telstra within the next 4 weeks.


If you don't, then you would need to send a message using the My Telstra app on your mobile (blue icon, bottom right of Get Help screen) and if Codi redirects you, type "Speak to a consultant" and you should be transferred to the queue to chat with a human.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit