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Get two device replacement or repairs annually
twice a year
If something happens to your device, we'll 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 a swap, replacement or repair, call us on 13 2000 and say “StayConnected”. Or log into Your Telstra Tools.
Find the device help you need
Get answers to your device questions through 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
With the StayConnected App, you can:
- 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).
How to get StayConnected Advanced for Business
You can choose StayConnected Advanced for Business when you buy a new device, or upgrade your old device in-store or through our contact centre.
|StayConnected Advanced for Business|
|Price (month to month)||$15|
Exchange, replace or repair
Exchange or replace - Same or similar device replacement (usually a refurbished) dispatched to you by the next business day*
Screen Repair For eligible handsets and tablets.
Up to 2 per 12 months
$99 service fee applies
|Secure - Mobile security to help protect your device and up to 10GB unmetered mobile data back up in Australia via the StayConnected App (iOS and Android devices only).||Yes*|
Search and solve common device questions via the StayConnected App.
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.
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.
Is my device compatible?How do I use StayConnected Advanced?
For more information including a list of mobile and tablet devices compatible with StayConnected Advanced for Business 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.
- Submit a service request
Call 13 2000 (and say “StayConnected”) (a free call from most Telstra home phones and Telstra mobile phones within 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 Type Servive 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 a 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
*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.
# 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.
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.