Mobile Device Repairs & Replacements

Need information about our repair or servicing options for your Mobile Phone or Tablet?  Just choose an option below...

Before requesting a repair or service

Before requesting a repair or service, make sure you've completed our guided troubleshooting process. Most issues can be rectified by completing these steps, saving you the hassle of sending your phone away. Once you've completed the guided troubleshooting process, keep a copy of your '6 Step Troubleshooting Confirmation'. If your issue still not resolved, you may need to send your device to our Assessment Centre for a service or repair.

The good news is, if you purchased your device from us within the last 24 months, it may still be under warranty. If there’s a manufacturer defect, we will either replace the device or arrange for it to be repaired.

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Organising a repair or service

Step 1: Optus Device Insurance

Many manufacturer warranties do not cover devices that are lost, stolen or physically damaged. If you have insurance on your device, you may be eligible to make a claim.

  • If you don't have Optus Device Insurance, skip to step 2
  • If you have Optus Device Insurance and want to make a claim, you should do this before submitting your device for repair

Step 2: Request a repair or replacement

Request a repair or replacement by either:

We'll organise for your device to be sent away and answer any questions you may have. We'll also let you know when your device will be ready for pick up (or arrange delivery).

Step 3:  Preparing your device - Important!

Prepare your device for repair or service by:

  • Backing up your personal data, contacts, photos & media (as your device's memory & settings will be wiped)
  • Remove your SIM Card and any data or memory cards
  • Remove any screen locks or PIN codes on your device

Leaving these features active will prevent our technicians from accessing your device's software and diagnostics.

Step 4a: Additional Steps - Android Only

You'll need to:

The Google FRP (Factory Reset Protection) feature is automatically enabled when there is an active Google account. To disable it, you must remove your Google account.

  1. From any Home screen, tap Apps > Settings

  2. Tap Accounts > Google

  3. Tap on your Google account

  4. Tap More > Remove account

Using your device:

  1. Tap Apps > Settings > Accounts > Google

  2. Tap on your Google Account

  3. Tap Sign In and Security > Device Access and Notifications

  4. Scroll to Recently Used Devices and select your device

  5. Tap Remove > Settings > Accounts > Backup and Reset > Factory Data Reset

Remotely on PC:

  1. Go to www.google.com and sign in with your google account

  2. Go to My account settings > Device activity and notifications

  3. Click Review devices and then click on your device

  4. Click Remove

  1. From any Home screen, tap Apps > Settings > Security

  2. Tap Remote Control to off

  3. Confirm the Reactivation Lock is NOT ticked

  1. Tap Apps > Settings > Accounts > Samsung account

  2. Tap on your Samsung Account

  3. Tap Find My Mobile and turn off or remove

  4. Tap Settings > Accounts > Backup and Reset > Factory Data Reset

Click on the links above for step by step instructions. The steps provided may vary from device to device. For further assistance, visit the manufacturer’s website.

Step 4b: Additional Steps - iPhone Only

You'll need to:

  1. Tap Settings > iCloud

  2. Scroll down and tap Sign Out (for iOS 7 or earlier, tap Delete Account)

  3. Tap Settings > General > Reset > Erase All Content and Settings

  1. Sign in to icloud.com/find

  2. Select your device and click Erase

  3. After the device has been erased, click Remove from Account

Get more information on the Find My iPhone and Activation Lock feature, as well as how to disable it. Alternatively check to see if it has been removed successfully here.

Step 5: Submitting your device for repair

You'll need the following:

  • The faulty device
  • Any malfunctioning accessories
  • Your claim number (if you're claiming under Optus Device Insurance)
  • Your Proof of Purchase or Delivery Notice (received with your device)

Note: Your Proof of Purchase is the original invoice / receipt showing the purchase date, the IMEI number and brand of the device. For purchases made online or over the phone, the Proof of Purchase will have been emailed to you when you placed your order. If you've misplaced your Proof of Purchase, call us and we'll email one to you.

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How long will the repair or service take?

The timeframe for a repair or service depends on the type of handset, the issue and what's needed to complete the repair. Most devices are completed within 5-10 business days.

Please note:

  • The repair / replacement of a faulty device is conducted in-line with your device manufacturer's after sales support program
  • If your device cannot be repaired, it's possible that it may be replaced with a refurbished or remanufactured unit

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Tracking a repair or service

You can track the status of your repair / service by clicking here and entering your 'BASC' number. This will be provided when we arrange for your device to be sent for service or repair.

Can I get a loan phone?

If you've sent your device for repair, we may be able to provide you with a loan phone.  For more information on loan phones refer to this article.

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