Mobile Device Repairs & Replacements

Have a question about Optus' repair/ servicing options for your Mobile Phone or Tablet?  Take a look at the topics covered below.

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Before you request a repair or service...

Before you request a repair or service make sure you have completed our guided troubleshooting process and you have a copy of your 6 Step Troubleshooting Confirmation.  If you have not yet done this, please click here to complete it.

Many of the requests we receive can be rectified by completing these steps and it will save you the hassle of sending your phone away. 

If after completing the 6 step troubleshooting process, you're still having trouble with your device, you may need to send it to our Assessment Centre for service or repair.  

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

Note: Many manufacturer’s warranties don’t cover devices that are lost, stolen or physically damaged. If you took out Optus Device Insurance, you may be eligible to make a claim

To find out how to organise a repair or service, including what you need to do to prepare your device for repair.  Check out the details below:


How do I request my phone to be repaired or serviced?

Step 1:  Optus Device Insurance

  • 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 repair or replacement

You can request a repair or replacement of most handsets by either:

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

Step 3:  Prepare your device for repair - important

If the condition of your device allows any of the following features, you’ll need deactivate these as leaving them active will prevent technicians from accessing your device's software and diagnostics:

  • Back up your personal data, contacts, photos & media etc. (as your device's memory & settings will be wiped)
  • Remove your SIM Card and any working data/ memory cards
  • Remove any Screen Locks or PIN codes you have on your device
If You Have An Android Device

You'll need to remove your Google account, disable the Google 'Factory Reset Protection (FRP)' and also disable Find My Phone' features. Samsung Android users must also sign out of Samsung or Google Account and TURN OFF the Samsung Activation/ Reactivation Lock. While we have listed the steps below, they may vary from device to device. If this is the case with your device, then you may need to visit the manufacturer’s website directly for further information.

Important! The Factory Reset Protection feature is always enabled on your device as long as you have an active Google account. To disable it, you must remove your Google account.

To remove your Google account from your device:

  1. From any Home screen, touch Apps > Settings

  2. Touch Accounts > Google

  3. Touch your Google account, and then touch More > Remove account

To remove Google FRP Activation Locks:

  1. Tap Apps > Settings > Accounts > Google

  2. Select your Google Account

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

  4. Scroll to Recently Used Devices and select desired device

  5. Tap Remove

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

To remove Google FRP Activation Locks remotely on PC:

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

  2. Go to My account settings

  3. Go Device activity and notifications and click Review devices

  4. Click desired device

  5. Click Remove

To disable Find My Phone:

  1. From any Home screen, touch Apps > Settings

  2. Touch Security

  3. Change Remote Control to “off”

  4. Ensure Reactivation Lock is NOT ticked

Samsung Android devices - Sign out or remove your Samsung Activation/ Reactivation Lock:

  1. Tap Apps > Settings > Accounts > Samsung account

  2. Select your Samsung Account

  3. Select Find My Mobile and turn off or remove

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

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If You Have an iPad or iPhone

You'll need to disable the Find My iPhone and Activation Lock:

  • Tap Settings > iCloud. Scroll down and tap Sign Out. In iOS 7 or earlier, tap Delete Account
  • Go to Settings and tap General > Reset > Erase All Content and Settings

To disable the Find My iPhone and Activation Lock remotely on Mac:

Sign in to icloud.com/find, select the device, and click Erase. After the device has been erased, click Remove from Account

  • For more information about Find My iPhone and Activation Lock click here
  • For steps on how to disable Find My iPhone and Activation Lock click here
  • You can also check to see if Find My iPhone and Activation Lock have been removed successfully here

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Step 4:  Submit your device for repair

You'll need the following:

  • The faulty device/ handset
  • Any malfunctioning accessories
  • If you're claiming under Optus Device Insurance, your claim number
  • Your Proof of Purchase - details below

What's a proof of purchase?

This is the original invoice/ receipt showing the purchase date, the device's IMEI number and brand. For purchases made online or over the phone, your invoice was emailed to you when you placed your order, alternatively you may use the delivery notice received with your device.

If you've misplaced your Optus Proof of Purchase, call us and we'll email one to you.


Are Loan Phones Available?

If you need to have your mobile in for repair, we may be able to provide you with a loan phone.  For more information on loan handsets refer to this article.


How long will it take to service or repair my device?

The timeframe for a repair or service depends on the type of handset, the problem and what's required to conduct the repair - most are completed within 5-10 business days.

You can track the status of your repair / service by clicking here and entering your "BASC' number - you'll be provided this number when we arrange the service or repair. 

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