Are you having trouble with your mobile and think it might be faulty?
Troubleshooting faults
See our list of common mobile troubleshooting FAQs.
Before you follow the Faulty Mobile Phone process, identify why you may be having difficulties.
Damaged Mobile Phone
If your phone has been dropped and has physical damage or has been exposed to water or other liquid, its performance may be affected.
This type of damage is not covered by warranty
Faulty Mobile Phone
If you have identified that your mobile phone may be faulty, return to your place of purchase for assistance with the Repair Process.
Visit your Telstra Shop or dealer or, if you purchased your mobile phone directly from Telstra, contact 1800 629 633.
Repair status
http://customerrepairstatus.telstra.nextdigital.com/
Check the status of your repair by returning to your place of purchase or by accessing the link above. Input your mobile number or the handset IMEI number (the 15 digit number located on the packaging or under the battery) and press "Submit".
A repair status update including an indicative timeframe will provide you with a guide as to when your handset will be returned.
The average turnaround time for a mobile phone repair is 2-3 weeks, including freight to and from your place of purchase (dependent on parts availability and/or complex repairs)
