Arranging your new phone with Telstra

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Update: From 1 July 2020, StayConnected Advanced will no longer be available for new consumer customers. StayConnected Advanced will continue to be available to Small Business customers.


If you took up this extra before 1 July 2020, StayConnected Advanced can be redeemed as per the existing terms of this service. You can check to see if you have this extra in the My Telstra app or My Account.




If you’re upgrading to a new phone, there’s a few things you may need to do as part of the process. We’ve put together this guide to some of the things to keep in mind, and how you can take care of these using our online tools.


Remember to download the My Telstra App or My Account too, so you can manage your account and services online.

Activate your SIM card

Activating your new or replacement SIM card is simple using our online activation tool.


Activate your SIM card here.            



Submit a StayConnected Advanced request

With a StayConnected Advanced subscription, you can get your device repaired, swapped or replaced up to two times every 12 months (for a service fee).


You can submit a request through the StayConnected Service Request Portal.


Find out more about StayConnected Advanced.            



Return your device

If you’re upgrading your device and returning the old handset to us, there’s a number of things you should know first. This includes making sure your device is in good working order, that your SIM card has been removed, and more.


Read this before updating your device.



Unlock your iPhone (or iPad2)

If you need to unlock your personal or business iPhone or iPad2, you can do this online.

Unlock your iPhone or iPad here.

Good to know: All iPhone 5 models and other iPad models on a plan are already unlocked.



Need more information about upgrading?

Check out our article - When can I upgrade my device?

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