Upgrade & Protect
Enjoy that new phone feeling more often.
Benefits
Get the latest tech
Upgrade to the newest version of your phone or tablet when it launches.
$0 redemption fee
6 or 12 months of your contract, or pay a $99 redemption fee to upgrade earlier. For devices in good working order.
Peace of mind
Two screen replacements or damaged device upgrades per year for a fee.
What is Upgrade & Protect?
Upgrade & Protect is a $15 per month service that lets you upgrade your device before your contract ends. You must add it when you buy your new device on a repayment contract with an Upfront Mobile or Data plan. It can't be added to an existing service. You can cancel Upgrade & Protect anytime.
You can:
- Upgrade a device in good working order whenever you want
- Upgrade a damaged device, or
- Replace your screen
You are entitled to a total of two screen replacements or damaged phone upgrades per year.
Add Upgrade & Protect only when you buy your new device
Get access to device upgrades and guard against damage for an additional $15 per month plus redemption fees.
How does it work?
Upgrading a device
You can upgrade a device in good working order:
- for no fee in the final six months of a 12-month repayment term, or the final 12 months of any other repayment term; or
- for $99 any other time before the final period of your repayment term.
You can upgrade a damaged device twice per year for a fee of $249 each time.
Device condition | 12-month contract | 24 or 36-month contract | Redemption fee |
---|---|---|---|
Good condition | Last 6 months | Last 12 months | $0 |
Good condition | First 6 months |
|
$99 |
Damaged | Any time within contract period | Any time within contract period | $249 |
Screen replacement
For $99 we can replace your screen provided your device is otherwise in good working order. And we can come to your home or work in an eligible postcode.
You can redeem a total of two damage upgrades or two screen replacements per year.
How to redeem an upgrade
-
Backup your data
To avoid losing your data, back up your old phone before you return it. We can't do it in store. -
Return your old device
Take it to a Telstra store. Or call 13 22 00 to arrange a return-post satchel. -
Your old device is assessed
Depending on the condition and timing of your return, you may pay a one-off fee as per the fees listed above. -
Get your brand-new device
Add it to a new device repayment contract. Subject to Telstra's usual credit assessment.
How to book a screen replacement
- Open the My Telstra app on your device or go to My Telstra in a browser
- Select Services
- Select your service (your phone number)
- Select Manage your device and accessories
- Select Replace your screen then follow the prompts
Frequently asked questions
-
Customers who have purchased Upgrade & Protect can have their screen replaced for $99.
You can choose to have a screen replacement technician come to an address in an eligible post code. Or 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.
You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.
-
You can book a screen replacement via My Telstra.
- Select Services
- Select your service (your phone number)
- Select Manage your device and accessories
- Select Replace your screen then follow the prompts
-
Subject to technician daily availability.
Adelaide
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Brisbane
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Canberra
Currently unsupported.
Central Coast
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Gold Coast
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Hobart
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Melbourne
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Perth
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Sunshine Coast
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Swan Hill, VIC
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Sydney
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Wollongong
- 2500
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-
Your device must be in good working order. When you book the screen replacement, you'll be asked several questions to assess your device's condition.
If you request an on-site replacement and the device does not match the assessment, we may charge you $79. If this happens, you can choose to use your damaged device upgrade redemption instead.
If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.
Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.
-
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.
-
Contact us for help.
-
All screen replacements come with a 12-month warranty from date of the screen replacement. 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.
-
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 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.
-
Notifications will be sent to your contact email address. You will also receive SMS notifications when the technician is on their way.
In exceptional circumstances we may call on the contact number you provided with your booking.
-
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 you will be required to sign an acknowledgement that you are satisfied with the work. This process can however be completed while observing social distancing.
-
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.
-
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.
-
Once the device is received by our repairer, the screen replacement will be completed and dispatched within one business day. However, transit and delivery times can vary depending on your location.
-
When you redeem Upgrade & Protect, your device repayment contract ends, and you enter a new device repayment contract for your new device. For customers taking up a new device repayment contract, we are required to perform a credit assessment.
This is to make sure that you can meet your financial commitments without experiencing financial hardship. In the case that your credit assessment results in a low credit rating, you won't be able to add or redeem Upgrade & Protect for a new device.
Depending on the credit assessment results we may provide different options - to pay a partial upfront payment, purchase the device outright, or both. With these options, you won't be able to add Upgrade & Protect to the device.
Partial upfront payment option
You may be given the option to make a part payment towards the new device to lower your monthly device repayments. If you purchase a new device with a partial upfront payment, Upgrade & Protect won't be added to the device.
Outright purchase option
You may be given the option to buy the new device outright. Upgrade & Protect won't be added to your new device in this case, as it's only available to devices on a repayment contract.
Things you need to know
Available for $15 per month at the time you purchase an eligible mobile or tablet device on an eligible mobile or data plan.
Upgrade redemptions can be made during the current device payment contract term by returning the device to our second-hand device vendor, paying applicable redemption fees (determined based on condition of the return device) and purchasing an upgrade or replacement device on a new, eligible device payment contract with a new mobile or data plan.
The charges for the cost of the redemption will be issued via a Pay It Later invoice. The cost for the new device will be charged to your AutoPay payment method. Limit of two damaged device return redemptions per service per 12 months. Excludes lost/stolen devices.
Upgrade redemptions can only be made in-store, over the phone, or via messaging.
Questions about Telstra mobiles?
My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.
Support
More information about Upgrade & Protect can be found in our Support section.
Contact us
We're here to answer your questions.
Send us a message
You can message us about a range of topics and we'll get back to you as soon as we can.