What is Upgrade & Protect?

Upgrade & Protect is a service that lets you upgrade your phone or tablet on a device payment contract. You can upgrade as often as you want during your device repayment term if your device is returned in good condition, or twice every 12 months if it’s damaged, when you take up a new phone or tablet on a device payment contract with a month-to-month Telstra Mobile Plan. Redemption fees apply.

Upgrade & Protect can only be added in the checkout when taking up a new device on a repayment term with a new month-to-month plan.

Upgrade & Protect is currently not available for customers on the Telstra Upfront Mobile Plan.

How does it work?

Add it in the checkout for $15/mth

Upgrade & Protect can only be added in the checkout, under ‘Add ons’, when taking up a new phone or tablet on a device payment contract with a month-to-month plan. It can’t be added on later. You can cancel Upgrade & Protect anytime.

Upgrade in good condition for $99

Want to upgrade in the first 6 months of your 12-month repayment term, the first 12 months of your 24-month repayment term, or the first 24 months of your 36-month repayment term? Pay a $99 redemption fee when you return your device in good working order and take up a new phone or tablet on a device payment contract with a month-to-month plan.

$0 redemption fee in the last 6 or 12 months

When you return your device in good working order in the last 6 months of a 12-month repayment term, or the last 12 months of a 24 or 36 month repayment term, and upgrade to a new phone or tablet on a device payment contract with a month-to-month plan, we’ll waive the redemption fee.

Broken device? Upgrade for $249

If you return a damaged device at any time during your repayment term, you’ll pay a $249 redemption fee to upgrade to a new phone or tablet on a device payment contract with a month-to-month plan. You can make two damaged device upgrades per service every 12 months.

How could this help me?

See how you could use Upgrade & Protect in different scenarios.

Example 1: $99 redemption fee

Imagine that you purchased a new Apple iPhone 11 on a 24-month device payment contract with a mobile plan six months ago, and added on Upgrade & Protect when you purchased the iPhone 11. However, Apple recently launched their new iPhone 12 range, and you want to upgrade to an iPhone 12 Pro.

You choose to use your Upgrade & Protect service to upgrade your existing iPhone 11 to a new iPhone 12 Pro, via Telstra’s online checkout.

Your iPhone 11 is in good working order. Because of that, plus the fact you’re upgrading before the last 12 months of your repayment term, you’ll pay a one-off redemption fee of $99 to enter into a new device payment contract for your iPhone 12 Pro with a new mobile plan.

You’ll receive a pre-paid satchel in the mail with your iPhone 12 Pro and will be asked to return your iPhone 11 to our second-hand device vendor within 14 days. Easy!

Example 2: $0 redemption fee

Now imagine that you purchased an Apple iPhone 11 on a 24-month device payment contract with a mobile plan 12 months ago, with Upgrade & Protect added on when you purchased the iPhone 11. Again, you decide that you’d like to upgrade to a new iPhone 12 Pro.

Your iPhone 11 is in good working order and you’re in the last 12 months of your repayment term. So when you choose to use your Upgrade & Protect service to upgrade your existing iPhone 11 to an iPhone 12 Pro on a new device payment contract with a new mobile plan, via Telstra's online checkout, you won’t have to pay a redemption fee.

You’ll still receive a pre-paid satchel in the mail with your iPhone 12 Pro and will be asked to return your iPhone 11 to our second-hand device vendor within 14 days.

Example 3: Damaged device upgrade

In this scenario, you’ve dropped your Apple iPhone 11 and now the screen is cracked. But luckily you took up Upgrade & Protect when you purchased the iPhone 11 on a 24-month device payment contract with a mobile plan. It’s the first time you’ve damaged your iPhone 11.

You choose to use your Upgrade & Protect service to upgrade your existing iPhone 11 to a new iPhone 12 Pro, via Telstra's online checkout. You’ll be charged a one-off $249 redemption fee because your device is damaged, regardless of what stage you’re at in your repayment term. You can only upgrade a damaged device on the same mobile service twice every 12 months. You’ll enter into a new device payment contract for your iPhone 12 Pro with a new mobile plan.

You’ll receive a pre-paid satchel with your iPhone 12 Pro in the mail and will be asked to return your damaged iPhone 11 to our second-hand device vendor within 14 days.

Frequently asked questions