Replace, secure and solve
Need help with your business device? Exchange, repair or replace it – and access your backed up data – with StayConnected Advanced
StayConnected Advanced is a fast exchange, replacement or repair service providing protection for your device and content for just $15 per month. You can take up StayConnected Advanced when you buy a new mobile or tablet, or upgrade your existing device, in-store or through our contact centre.
Device problems solved
If something happens to your device, we'll help get you up and running with a replacement (usually refurbished). We’ll dispatch it by the next business day#, and you can restore your backed up data via the StayConnected App.
Broken screen? We’ll repair it for just $99 on eligible handsets and tablets.
We can also ship your replacement device overseas. Just let us know where you need it sent (additional shipping fees apply – please call us for a quote).
To request an exchange, replacement or repair, call us on 13 2000 and say “StayConnected”. Or log into Your Telstra Tools.
Search and learn
Find the answers to your device questions with the StayConnected app. Use the search function to troubleshoot issues such as app updates, connecting your phone to a printer, and making contactless payments.
Full of interesting facts and handy notifications, the StayConnected app helps you get the most out of your device.
Protect your content
Keep your contacts, photos and videos safe with StayConnected Advanced:
• Secure your device with anti-virus, malware and safe browsing protection (Android only).
• Backup your content in Australia to the cloud with up to 10GB of storage (Android and iOS).
• Lock and erase your device to secure your personal content (Android and limited iOS).
• Locate your device on a map then sound an alarm to help find it (Android and iOS).
Download the app
Stay in control of your settings and get helpful notifications through the StayConnected app.
Using it won’t take up your data allowance unless you’re roaming overseas.
Things you need to know:
The StayConnected app is only compatible with iOS and Android.
Next business day delivery is available if the service request is lodged by 2pm AEST and the replacement device is in stock and ready to ship. To exchange your device, you must return it within 14 days of receiving a replacement device or a non-return fee will apply.
For screen repairs, the device mustn’t have any other damage and must function normally, contain genuine parts and have all locks removed. Screen repair devices are excluded from next day delivery. Loan device available during repair period.
Selected mobile security features like anti-virus, safe browsing and remote lock are not available on iOS devices. Remote wipe on iOS devices are only for contacts and requires end user acceptance.
For more information and a list of mobile and tablet devices compatible with StayConnected Advanced and our data protection features, download the PDFs below, call 13 2000 or contact your nearest Telstra Business store.
If something unexpected happens to your device, you're only a few clicks away from getting your mobile life back to normal. Here’s what you need to do.
- Submit your request
Call 13 2000 and say “StayConnected” (free to call from most Telstra home phones and Telstra mobile phones in Australia) or log into Your Telstra Tools. If you’re overseas, you can call us on +61 439 125 109.
There’s a fee of up to $190 for exchanging or replacing your device, or $99 for a screen repair. If your device is covered by warranty or consumer guarantee, these fees won’t apply.
Service Fee (GST incl.) Exchange or Replace:
Tier 1: non-smartphones
$140 Exchange or Replace:
Tier 2: smartphones and tablets
$190 Screen repair
For eligible handsets and tablets
- Sit back and relax
Exchange or replace: We'll dispatch the same or similar device (usually refurbished) to you by the next business day#. We’ll email you the order details so you can track it online.
If a direct replacement of your current device isn’t available, we’ll offer you a similar model, or you can wait until we have a direct replacement in stock.
Screen repair: We’ll provide you with a reply-paid satchel so you can send the handset back to us via Australia Post.
- Return your device
Send your device to us using the instructions found at StayConnected Help, or in the guide you receive with your delivery*.
Exchange or replace: If the original device is still in your possession, you must return it to us within 14 days of receiving the exchange device. If you don’t return your original device within this time, you’ll be charged a device non return fee.
Screen repair: The sooner we get your device, the sooner we can repair it.
- Restore content to your new device
If you've previously backed up your photos, videos and contacts using the StayConnected app, reinstall the app on your new device to restore your content.
For instructions on restoring your content, please visit Telstra CrowdSupport. Or, StayConnected Advanced for Business customers can contact 13 2000 and say “StayConnected” for assistance.
Things you need to know:
#Next business day delivery is available if the service request is lodged by 2pm AEST and the replacement device is in stock and ready to ship. To exchange your device, you must return it within 14 days of receiving a replacement device or a non-return fee will apply.
*If you need to return your device to us, please remove the battery before posting it. If you can’t remove it or it’s not easily accessible, follow the Australia Post guidelines below:
Wrap your device with its battery still connected, or a battery on its own, in bubble wrap or similar. Each device or battery must be completely sealed in its own wrapping to cushion it from impact and to ensure it doesn’t come into contact with any other items in the envelope.
The $99 Screen Repair option is only for eligible handsets and must not have any other damage and must function normally, contain genuine parts and have all locks removed.