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Introducing Upgrade & Protect

ashliem
Community Manager Community Manager
Community Manager

Introducing Upgrade & Protect – offering the flexibility to upgrade or replace your Telstra device. Upgrade & Protect is an add-on that lets you upgrade your phone or tablet if it’s returned in good working order, or twice a year if it’s damaged.

 

With Upgrade & Protect, you can upgrade your device for $99 if the device is in good working order, or $0 in the last 12 months of your device repayment term. 

 

If your device is damaged, you can upgrade for $249. You can redeem Upgrade & Protect for a damaged device twice within a 12-month period.

 

You can add Upgrade & Protect for $15/month when you take up a new device from Telstra on a device repayment term with a month-to-month plan. You can cancel Upgrade & Protect at any time, but once cancelled, it can not be re-added to your Device Payment Contract.

 

You can see and manage Upgrade and Protect on your service using the My Telstra app.

 

Find out more about Upgrade & Protect.



Frequently Asked Questions


Who is eligible for Upgrade & Protect?
You are eligible for Upgrade & Protect if:

  • You are the Telstra account owner of the Device Payment Contract (DPC) or an authorised representative of the Telstra account owner
  • You are an Australian resident of at least 18 years of age.

What is ‘good working order’?
A device in good working order:

  • Turns on and off
  • Functions normally (can make/receive calls, and the touchscreen works with no dead spots)
  • Is free from damage, except normal wear and tear (no liquid damage, cracks on the front or back, screen and camera not damaged, no dents scratches, or chips)
  • Does not have any missing, disassembled, customised or non-original parts
  • Has all activation and device locking features disabled
  • Is not IMEI blocked

 

What is a damaged device?
A damaged device is one that does not meet the good working order criteria, but is not IMEI blocked.

 

Can I return my device if it is IMEI blocked?
No, a device cannot be returned if it is IMEI blocked.

 

If I purchase my device outright, can I still take up device protection?
No, the device must be on a repayment term.

 

Is there an Early Termination Charge if I cancel Upgrade & Protect?
No, Upgrade & Protect is month-to-month, and can be cancelled at any time.

 

Does Upgrade & Protect continue after I’ve finished paying off my device?
No – as you now own the device, Upgrade & Protect will automatically be cancelled.

 

What if I don’t return my device within 14 days or it is not good working order?
If you return your device using the supplied satchel and it is:


     i)  Damaged – The redemption fee will be changed to a Damage Redemption of $249.

     ii)  Not Returned – The device Early Termination Charge for your device will apply.

 

If you return your device in store, it will be graded and left in store at the time of redemption.

 

What happens to my device once it’s returned?
All returned devices are passed onto our nominated second-hand device vendor, safely wiped of any information and repurposed.

 

 

Upgrade & Protect Screen Repair FAQ’s

 

Customers who have purchased Upgrade & Protect can have their damaged screen replaced for $99. 

 

You can choose to have a screen replacement technician come to an eligible address (determined by the postcode) of your choice. Alternatively, you can mail-in your device to have the screen replaced.

 

Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen.

 

Please note under the Upgrade & Protect terms – you can make a maximum of 2 damage redemption upgrades or screen replacements per device, within a 12-month period.

 

 +  How do I organise a screen replacement?

You can book a screen replacement via My Telstra, under your eligible service.

 

 +  What is Upgrade & Protect Screen Replacement?

Customers who have purchased Upgrade & Protect can have their damaged screen replaced for $99. 

 

You can choose to have a screen replacement technician come to an eligible address (determined by the postcode) of your choice. Alternatively, you can mail-in your device to have the screen replaced.

 

Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen.

 

Please note under the Upgrade & Protect terms – you can make a maximum of 2 damage redemption upgrades or screen replacements per device, within a 12-month period.

 

 

 +  How do I organise a screen replacement?

You can book a screen replacement via My Telstra, under your eligible service.

 

 +  Do I need to prepare my device for a screen replacement?

Your device must be in good working order for the screen to be replaced. 

 

Upon booking the screen replacement, you’ll be asked several assessment questions to confirm the eligibility of your device.

 

The screen replacement technician will request the device be unlocked so that tests (such as camera functionality) can be performed. You’ll also need to turn off any Find My Phone functionality so that we can complete the screen replacement.

 

Before having your screen replaced, we strongly recommend backing up and factory resetting your device for your privacy protection.

 

If you do not accurately record the damage to the device, we may not be able to complete the replacement and the device will be sent back. We will charge you a non-repair fee of $20 on your next Telstra account if we cannot complete the repair. If you request an on-site replacement and the device does not match the assessment, we may charge you $79 (which includes the $20 non-repair fee and a a $59 call out fee). In those instances, you can elect to use your damaged device upgrade redemption, contact us for help.

 

 +  What is ’good working order’?

A device in good working order and undamaged is one that’s not physically damaged other than normal wear and tear (such as minor superficial scratches). For example, the device

  • turns on and off;
  • functions normally (i.e. it’s capable of making and receiving calls and connecting to the internet and has a fully functional touchscreen as intended);
  • includes a fully functioning battery;
  • is free from physical damage except normal wear and tear (i.e. it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader);
  • doesn’t have any missing, disassembled, customised or non-original parts;
  • has all activation and device locking features disabled (e.g. Find My Phone);
  • has had a factory reset performed, and
  • is not IMEI blocked.

Please note, if your device is unable to have its screen replaced due to not being in good working order, screen lock or Find My Phone being turned on, an unrepairable fee of up to $79 may apply. 

 

 +  I’ve booked a screen replacement, can I change or cancel my appointment?

You can change or cancel your appointment via My Telstra at any time before a screen replacement technician is on their way to your nominated address.

 

You’ll receive a notification when the technician is in-transit to your nominated address.

 

Please note - if you are not present when the screen replacement technician arrives, a ‘call-out’ fee of $59 may apply.

 

 +  I’ve had a screen replacement but there’s something wrong, what are my options?

Contact us for help. 

 

 +  Does screen replacement void my manufacturer warranty?

All screen replacements come with a 24-month warranty.  If you have issues with your screen after replacement, please contact us. This warranty does not impact your rights under Australian Consumer Law and any consumer guarantees, to the extent that they apply. 

 

 +  Do I have to be available for the entire morning or afternoon window?

By making a booking, you are committing to be available with your device at any time within your selected time window. However, you will receive an email notification when the technician is on their way to your location.

 

If the technician arrives to carry out the screen replacement service and you are not present at the booked location, they will attempt to contact you. Failure to attend or present the booked device will result in the appointment being cancelled and a service fee of $59 will be charged to your Telstra account.

 

 +  How will I receive notifications?

All notifications will be sent via email to your contact email address. You will not receive any SMS notifications.

 

In exceptional circumstances you may be contacted directly on the contact number you recorded when making your booking.

 

 +  Where does the screen replacement take place – does the Technician have a vehicle they work from?

Our technicians are fully equipped to carry out screen replacement services from their vehicles. The service can also be completed “contact-less” with the device left outside and the technician working in their vehicle. Please note that on completion of the screen replacement service you will be required to sign to acknowledge that you are satisfied with the work carried out. This process can however be completed while observing social distancing.

 

 +  How do I identify a technician – what ID requirements are there?

On arrival, our technicians are required to confirm their identity by showing you their Kingfisher Screen Replacement Technician identity tag and lanyard. They will also have the details of your booking including your device IMEI and make/model.

 

 +  Why am I only able to submit a mail-in screen replacement booking?

Our technicians have a limited range of postcodes they can service in a timely and efficient manner. If the suburb or postcode you nominate for the screen replacement is not serviced by a technician, only the mail-in option will appear for your selection.

 

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7 Comments
Outlander07
Just Registered

how long does it take for upgrade to activate habe been waiting  6hrs now

abthomp
Level 13: Super Sleuth

For this to function you'd have to be able to talk to someone in Telstra.

QueenLiz
Just Registered

Can you tell me how to cancel Upgrade and Protect please?

TanashaM
Support Team
Support Team

Hey @QueenLiz, you can cancel Upgrade & protect by sending a message through to our team via the MyTelstra app. 

infeno
Level 1: Cadet

Anyone know how to return the device? I didn't get a return barcode. I have contacted telstra a few times now via in app msg Gold support but they are clueless as usual

Cas-Ra
Support Team
Support Team

Hi @Inferno if you're still needing help with this we have an existing process to ensure the return details are sent to you via email or SMS. You're welcome to contact us via Messaging in the app, via Facebook, or Twitter for help.

dan_1024
Just Registered

Hi, I got a new device after New Phone Feeling was discontinued but before Upgrade and Protect was brought in, how do I get it added to my account?

 

Thanks!