What is StayConnected?
 
  • StayConnected is a service that lets you quickly and easily replace your mobile.
  • There is no long-term commitment. Just a month-to-month charge.
  • It’s available to Consumer and Business customers with a 13-digit account number.


Good to know:

How do I replace my mobile with StayConnected?

The easiest way to replace your damaged mobile is to lodge a request via the Service Request Portal.

You can also do it via the Telstra 24x7 My Account:

  1. Log in to your StayConnected portal via Telstra 24x7 My Account
  2. If you have more than one account, select the account for the mobile you need to replace
  3. Select your mobile number to access the Plan details page
  4. Scroll down to Included add-ons – StayConnected and select Manage

Having trouble lodging a request? Call 13 22 00 and say ‘StayConnected’.

 

Good to know:

  • We usually ship your replacement mobile the next business day after your request.
  • We ship it to the delivery address you prefer, e.g. home, work, or your local Telstra store.

Will my replacement mobile be brand new?

Not necessarily - we usually exchange or replace your device with a refurbished model of your current device, or a comparable device.

Can I track delivery of my replacement mobile?

Yes - just select ‘track my request’ on the Service Request Portal or Telstra 24x7 My Account.

How do I backup my mobile with StayConnected?

To back up your data and contacts, install the Telstra StayConnected app on your device.

Alternatively, you can download the Telstra Device Care® App to seamlessly transfer all your contacts, photos and video files from one compatible device to another - either via your Wi-Fi or Phone to Phone Network, or by backing up and restoring via Google Drive. Standard data charges apply.

How do I access the data I’ve backed up?

You can find and manage your backed-up data on the StayConnected portal.

To get on the StayConnected portal:

  1. Log in to your StayConnected portal via Telstra 24x7 My Account
  2. If you have more than one account, select the account for the mobile you need to replace
  3. Select your mobile number to access the Plan details page
  4. Scroll down to Included add-ons – StayConnected and select Manage.

How do I cancel my StayConnected?

To cancel StayConnected you will need to contact 132200 and say ‘StayConnected’.

Good to know:

  • If you cancel StayConnected, you’re no longer covered if your device is damaged, lost or stolen
  • You won’t be able to add StayConnected to your account for the same device in the future.

Want to learn more about StayConnected?

Check out these helpful links:

Telstra StayConnected explore page

StayConnected Advanced Critical Information Summary

StayConnected Plus Critical Information Summary

 

Good to know:

  • You can swap your mobile twice in a 12-month period – and there may be a service fee of up to $270 each time.
  • You can repair your screen for $59 (for eligible handsets and tablets).
  • If your mobile hasn’t been lost or stolen, you need to unlock / disable all passwords and security features, then return it to us within 14 days of receiving your exchange device.
  • If your mobile hasn’t been lost or stolen, and you don’t return it in 14 days, you may incur a non-return fee.
  • If the device you return still has active locks or security features, you may incur an inoperable device fee.
  • Mobile Security and Data Protection features are only available on compatible iPad, iPhone and Android smartphones and tablets.
  • Some Mobile Security features including remote lock, anti-virus and safe browsing are not supported on iPad and iPhone.

Important legal rights called Consumer Guarantees

For products you buy from us, you also have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.

You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is ‘major’. For more information about what constitutes a “major” fault, Consumer Guarantees and your return rights, please visit Faulty products – know your rights.

 

 

 

 

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