Samsung S10 5G Upgrade Offer

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Community Manager

We’re excited to announce the launch of the first 5G handset on the Australian market, the Samsung Galaxy S10 5G. From 28 May 2019, the Samsung S10 5G will be available exclusively from Telstra.


Customers who purchased a Samsung S10+ on an eligible Telstra 24-month plan can now upgrade to the Samsung S10 5G at no cost on their existing plan via the offer redemption process.


Want to redeem your Samsung S10 5G online? Find out how.


Samsung S10 5G Upgrade FAQ


Telstra offers 5G in select areas and is progressively rolling it out to other areas. In non-5G coverage areas, you’ll automatically switch to our 4G/3G.

Am I eligible for the upgrade offer if a buy a Samsung Galaxy S10e or S10?

No, the upgrade is only available on the Samsung Galaxy S10+ for customers who purchased during the upgrade window. It is available on any consumer or small business plan, and covers Mobile, Mobile Lease and BYO plans (BYO only when a device repayment contract is taken up at the time of purchase).


If I buy the Samsung Galaxy S10+, do I have to switch over to the Samsung 5G handset?

No, it is not compulsory, the choice is yours. If you wish to keep your 4G handset, there is no obligation to exchange it for the 5G handset. If you do wish to upgrade to the Samsung 5G handset, you need to return your phone in good working order up to 21 days after the S10 5G becomes available.


Please note that if you take up the redemption offer but fail to return your S10+, this will result in a device non-return fee. Similarly, if the device is returned damaged (and not covered under warranty) there will also be a fee as per the terms and conditions.


Do I need to recontract when I switch my phone over to the Samsung 5G handset?

No, you don’t need to recontract, you will stay on your existing plan.


Will my service plan change if I change my phone over?

You must maintain your existing plan in order to redeem the upgrade offer. There will be no changes to your plan or term length.


Which memory variant of the S10 5G will I receive if I trade-in my S10+?

If you purchase a 128GB S10+, you will be eligible to swap it over to a  256GB S10 5G. If you purchase a 512GB S10+, you will be eligible to swap it over to the 512GB S10 5G.


When can I redeem the upgrade offer?

The S10 5G will launch in Australia on 28 May 2019. If you purchased a S10+ up to 29 April, Telstra will be in touch with you directly on 28 May 2019 via SMS and/or email with more information on how to redeem the upgrade. Customers will have a period of 21 days to redeem the upgrade.


How do I return my handset?

  • You will be able to upgrade to the 5G handset via Telstra stores or Online.
  • If you upgrade in-store, you will need to leave your 4G handset in-store at the point of upgrade.
  • If you wish to upgrade online, you will receive a return satchel to return your 4G handset with your new 5G handset once it becomes available. This must be returned to Telstra with all relevant paperwork within 7 days of receiving the 5G handset.

Do I need to return any accessories or cables?

No, only the phone needs to be returned.

In what condition do I need to return my phone?

Your phone should be returned in good working order. A phone that is undamaged and in good working order is one that is fully functional as intended and is not physically damaged, except minor scratches and other normal wear and tear, as reasonably determined by us.


This means the handset:

  • turns on and off;
  • functions normally (for example, it is capable of making and receiving calls and connecting to the internet and any touchscreen functions as intended);
  • includes a fully functioning battery;
  • is free from physical damage except normal wear and tear (for example, it does not have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM/SD card reader);
  • does not have any missing, disassembled, customised or non-original parts;
  • has all activation and device locking features disabled (e.g. Find My Mobile, pin locks);
  • IMEI is not blocked.

What happens if I damage my phone?

You will have the following options:

  • Get it repaired by Telstra or Samsung (fees will vary depending on the nature of the damage).
  • If you have Stay Connected, make a Stay Connected service request.
  • If you are on a Lease plan, and you have Swap Assure, you can do a Swap Assure redemption. However, you must note that this is a recontract and you would need to recontract to a new in market plan (total cost of ownership may be different).
  • These fees are in addition to any Early Termination Charges and accessories charges, if applicable. We’ll help you assess the condition of your phone at the time.
  • Additional charges may apply if a device is not returned in good working order, or not returned at all.
  • Note that this offer does not impact your statutory rights or warranty under Australian Consumer Law.

What if I don’t return my 4G handset after I upgrade?

You must return your 4G handset in-store or online when you upgrade. If the 4G handset is not returned within the redemption period or 7 day window for online orders, you will be charged for the outstanding value of the handset to be determined at that time.

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Level 2: Rookie

Broken upgrade site has destroyed my account and Telstra are still telling me that it is my issues. Yet their own staff cannot open my account due to the fact that "All the people like me trying to upgrade keeps crashing their system".

But my issues with my account are my PC not there system?.  Great logic

They have no server status page admitting there offshore services were way under prepared ( not that they had any idea how many free upgrades they had sold )

If they cannot give the upgrades they promised to this many people hwt how can they service them effectivelyon a day to day basis.?



Level 1: Cadet

Not working for me either. Telstra chat representative told me to try another browser etc, which didn't work. Now not sure if the phone will be in stock when I'm able to process my upgrade by the 17th.

Just Registered

Having the same issue and the only fix they can give me is go instore which I do not want to do as last time I upgraded in store I was stuck there for two hours trying to transfer my stuff over and when using Google authentication it is a bloody pain as they wouldn't listen that it cannot just transfer over. Very annoyed also pissed that the store told me the phone would be physically the same so I got a dock for it


Just Registered

I will be contacting the Telecommunications Ombudsmen. To be sent an SMS and email advising me I'm eligible to upgrade then be told I can't is a debacle. I have an eligible S10+ and and eligible 24 month contract. This is not acceptable. 

Level 1: Cadet


When can I redeem the upgrade offer?

Telstra will be in touch with you directly on 28 May 2019 via SMS and/or email with more information on how to redeem the upgrade. Customers will have a period of 21 days to redeem the upgrade.

So When will this Happen 

We went 5G Yesterday 20 Days Left

Level 1: Cadet

Online Pin Upgrade SAYS Sorry, that’s not a Telstra mobile number. Please check the number and try again.

Sign in says We are unable to proceed with your request at this time. Please try again later or chat to our team.

We apologise for any inconvenience.



Level 2: Rookie

I've been told there is an error with Telstra checkout system it wont allow them to make the upgrade to the Samsung Galaxy S10 5G for me i have had the Samsung Galaxy S10+ 1 day after the launch of the device and received text messages saying I am eligible for the upgrade even the operators have said i am eligible but this system error is preventing it from happening. I have been into 3 different Telstra stores, made 12 phone calls to Telstra, even been on their online chat support for 2 and a half hours and yet nobody can resolve the issue all they can say is that it could take weeks before being resolved WEEKS!!! all they seem to want to do is make me pay for the upgrade yet I am entitled to a FREE upgrade and stay on my current contract. So now I am waiting for a resolution yet it may never come. Problems like these should be fixed on the spot not make loyal customers of the company wait for days/weeks/months for a simple fix. Another thing they wont even allow me to do the swap assure and just not charge me the $190 fee WTF its the same process.

Just Registered

I'm having the same issue and been put through the ringer. I have the S10+ 512Gb. Got the message saying I'm eligible to upgrade. Attempted the link which failed. Went into 3 separate stores who all told me they are out of stock and won't be stocking the 512Gb version anyway so my only option is online. Tried calling telstra to talk to an international call centre who spent 20 minutes trying to work out that I am indeed eligible - then telling me that my only option is online. I've been trying the online like every hour off 4 different devices.


There has been literally no communication from telstra about this. And the fact that it is simply a dodgy website I don't understand why they can't change the rules to upgrade eligible people over the phone.


I can only presume they have oversold themselves and don't have the 5g stock to do the swap. And considering they make more money signing new people onto the plan they are allocating the stock to new sales rather then our promised free upgrade.

Just Registered

Just done the upgrade. When i return the phone im returning all of the materials (cables, charger, box and paperwork IE the instruction manual) is that correct (i kept all)   cheers

Level 22: Superhuman
Level 22: Superhuman

@ashliem  What is Telstra going to do with all the returned S10's?


Many peeps would love to get one of them if it's for a good price? :-)


@Evil_Avril As per top post...

Do I need to return any accessories or cables?

No, only the phone needs to be returned.