From 28 June 2021, some customer’s StayConnected Advanced or StayConnected Plus enrolments will end and impacted customers will be moved to Upgrade & Protect.
Upgrade & Protect provides options to choose from a range of new devices when your old Telstra mobile or tablet is damaged or ready for an upgrade during the term of your Device Payment Contract, provided the following redemption requirements are met:
Device Condition |
Redemption Fee |
Good working order and undamaged (on a 12 month device payment contract (DPC)) |
$99 (or $0 if upgraded in the last 6 months of your DPC) |
Good working order and undamaged (on a 24 or 36 month device payment contract (DPC)) |
$99 (or $0 if upgraded in the last 12 months of your DPC) |
Damaged |
$249 |
Some of the features and fees for Upgrade & Protect are different to those in StayConnected. The following table outlines some of the key differences:
Features |
Upgrade & Protect |
StayConnected Advanced |
StayConnected Plus |
Is screen repair available?
|
Yes ($99 service fee) |
Yes ($59 service fee) |
Yes ($59 service fee) |
Is there cover for Lost & Stolen? |
No |
Yes |
Yes |
What is the redemption fee for a damaged non-Smartphone? |
$249 |
$140 |
$140 |
What is the redemption fee for a damaged Smartphone / Tablet? |
$249 |
$190 (for devices less than $1500 RRP) $270 (for devices more than $1500 RRP) |
$190 (for devices less than $1500 RRP) $220 (for devices more than $1500 RRP) |
Is it available on devices purchased outright? |
No |
Yes |
Yes |
Is it available on devices purchased on a device payment contract? |
Yes |
Yes |
Yes |
When I redeem, can I choose from a range of new devices? |
Yes |
No (Your device will be the same or similar to your old one and may be a refurbished device) |
No (Your device will be the same or similar to your old one and may be a refurbished device) |
When I redeem, do I need to take up a new device payment contract for my new device, with a new mobile or data plan? |
Yes |
No |
No |
With Upgrade & Protect, you’ll be able to update a good working order device by returning the device, paying a $99 redemption fee and taking up a new device on a Device Payment Contract, with a new mobile or data plan.
Telstra is automatically ending the StayConnected Advanced and StayConnected Plus enrolments for selected customers and migrating them to Upgrade & Protect from 28 June 2021.
If you don’t want to be moved to Upgrade & Protect, you’ll need to cancel your StayConnected Advanced or StayConnected Plus enrolment by 28 June 2021.
If you cancel your enrolment, your mobile or tablet device will not be moved to Upgrade & Protect, and it can’t be added to the device later on if you have a change of mind.
The monthly cost for Upgrade & Protect will not change from what you’re paying for StayConnected and is still $15 a month.
The Telstra New Phone Feeling and Telstra New Tablet Feeling is a service that allows you to buy a new device on a new device payment contract (DPC) when you are in the final 12 months of a device payment contract for your current device, and the current device is returned undamaged and in good working order.
Telstra New Phone Feeling and Telstra New Tablet Feeling will be removed from your device or service as this option is included in Upgrade & Protect.
No, there is no change to your existing service or Device Payment Contract. You’ll receive all the benefits of Upgrade & Protect from the time you are moved to it.
Please note that once your device payment contract expires, Upgrade & Protect automatically finishes. If you want to continue with Upgrade & Protect, you’ll need to purchase a new Telstra mobile or tablet on a device payment contract with a consumer mobile or data plan.
Upgrade & Protect is automatically removed at the end of your Device Payment Contract. This is different to StayConnected which remained on your device.
You can redeem a device on Upgrade & Protect at any time during your Device Payment Contract.
To do so, you’ll need to return your device, pay a redemption fee based on its condition and purchase the new device on a new Device Payment Contract.
You can make an Upgrade & Protect redemption request online or in-store. Find out more about the redemption process.
You can only make two redemptions per service, in any 12 month period for a damaged device.
If you don’t return your old device, you’ll incur early termination fees for the device.
No, any service requests currently being performed will not be impacted. You will no longer be able to perform a StayConnected service request after 28 June 2021.
Find a store or message us to cancel your StayConnected service.
You can remove Upgrade & Protect any time. However, once removed your mobile or tablet device will no longer be covered and Upgrade & Protect can’t be added back later on.
You can cancel your service at any time however you’ll need to pay out your Device Payment Contract.