Telstra New Phone Feeling™

A smartphone that is undamaged and in good working order is one that is fully functional as intended and is not physically damaged except minor scratches and other normal wear and tear, as reasonably determined by us.  

A good working phone: 

• turns on and off;
• functions normally (for example, it is capable of making and receiving calls and connecting to the internet and any touchscreen functions as intended);
• includes a fully functioning battery;
• is free from physical damage except normal wear and tear (for example, it does not have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader);
• does not have any missing, disassembled, customised or non-original parts;
• has all activation and device locking features disabled (eg. Find My iPhone on iOS devices); 
• IMEI Is not blocked.

What is Telstra New Phone Feeling™?

Telstra New Phone Feeling means that when you hit the 12 month mark on your current plan, you can purchase a new handset on a new 24-month plan without having to pay the remaining payments for your existing handset.

All you need to do is take up a new eligible handset on a new 24-month plan, agree to pay a one-off fee of $149 at the time you redeem, and return your existing smartphone in working order within 14 days of recontracting. You’ll also need to provide proof of identity and any other documentation we require.

How can I sign up for Telstra New Phone Feeling?

If you're a new Telstra customer, or an existing Telstra customer with a 13 digit account number, take up any My Business Mobile plan, choose an eligible smartphone on a 24-month plan and we’ll automatically apply New Phone Feeling.

You can sign up in store, over the phone or online.

Can I take up this offer on my existing plan & phone?

No. To take up this offer you need to purchase a new eligible handset on a 24-month plan with any My Mobile plan including Data Share.

What happens if I want to upgrade and/or downgrade my My Mobile plan within the 12 months? Am I still eligible for upgrade?

As long as you keep your existing smartphone, you don't restart your 24 month term, and your new plan is a My Business Mobile plan, you'll keep your Telstra New Phone Feeling offer.

Can I get a new phone before 12 months?

Yes, you can get a new phone before month 12 of your handset plan, but you’ll need to pay off the remainder of your original smartphone.

As you didn’t have a chance to use your New Phone Feeling offer, you don’t need to return your original smartphone to us.

Do I have to return the exact smartphone that I originally signed up to?

You need to return the same smartphone that you originally signed up to or one that has been swapped or replaced through StayConnected, under an insurance policy, under warranty or Consumer Guarantee or as a replacement device.

StayConnected is currently only available to non-business customers.

What happens if I damage or lose my original smartphone?

The smartphone you return to us needs to be in good working order. You can have any damage repaired yourself and return the smartphone to us when you are ready to redeem New Phone Feeling. Telstra can also organise to repair your smartphone for a fee. This fee will vary depending on the make and model of your phone and the degree of damage.

If your smartphone is lost you can:

• Get a new phone at any time by simply paying off the remainder of your original smartphone and any early recontracting fee that applies; or
• Wait until the end of your 24-month handset plan and upgrade with no fees for your old device.

What is considered as working order?

A smartphone that is in good working order is one that is fully functional as intended and is not physically damaged except minor scratches and other normal wear and tear, as reasonably determined by us.  For example, a device that:

• Turns on and off;
• Functions normally (for example, it is capable of making and receiving calls and connecting to the internet and any touchscreen functions as intended);
• Has a fully functioning battery;
• Is free from physical damage except normal wear and tear (for example, it does not have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader);
• Does not have any missing, disassembled, customised or non-original parts;
• Has all activation and device locking features disabled (eg. Find My iPhone on iOS 7 devices); and
• Is not IMEI blocked.

I want to keep my original smartphone. Can I still use New Phone Feeling?

You can keep your existing smartphone if you pay off the balance of your current plan outstanding on it when you get your new phone.

Is this offer available on Pre-Paid accounts?

Pre-Paid accounts are not eligible for this offer.

How do I return my existing smartphone?

You can bring your existing smartphone to a Telstra Business Centre or arrange to redeem online or over the phone. Your phone must be in good working order.  

Are you eligible for New Phone Feeling?

If you’re on a Telstra 24-month mobile contract on an eligible plan, you’re likely to be eligible for new Phone Feeling. You can redeem a new mobile phone for a one-off fee of $149 when you hit the 12-month mark on your current plan. To find out if you’re eligible, contact us.

What happens if I return my phone and it isn't accepted because of damage?

Telstra will contact you within 14 days of receiving your phone to discuss your options.

Is there anything I need to do before I return my smartphone?

Yes – Please ensure all personal or confidential data is erased and the smartphone is reset to factory settings. In addition please ensure your SIM is removed and all device or activation locks are disabled.

If you forget to wipe your data or remove your SIM, all personal data on your old smartphone will be permanently erased per industry standard processes and your SIM will be destroyed.

Device or activation locks may prevent the smartphone from being wiped and factory reset and may prevent it from being used by another person until you disable the feature, so smartphones with a device or activation lock enabled will not be accepted.

Your upgrade process will be easier if you prepare for transferring your data before coming in to upgrade.

This could include steps such as saving all of your photos, music, or video files to a cloud service or SD card, backing up text messages and saving contacts to a SIM or SD card.

If I want to pre-order a new device, how do I redeem my New Phone Feeling?

If you’d like to pre-order a device and have New Phone Feeling, you’ll need to check if you’re eligible to redeem your offer. If you’ve had New Phone Feeling for the full 12 months or more and have met the offer criteria detailed above you’ll be able to redeem it and place your pre-order.

I signed up for New Phone Feeling less than 12 months ago, can I place a pre-order?

You’ll need to wait until you have reached your 12 months anniversary date before you can place a pre-order. Any order placed before your 12 month anniversary will not be eligible to redeem New Phone Feeling and early termination fees will apply.

If my New Phone Feeling eligibility date is the same as the expected delivery date for a back-order, when can I place my order?

You’ll need to wait 12 months until you place an order. Any order placed before your 12 month anniversary will not be eligible to redeem New Phone Feeling and early termination charges will apply.