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.
- Before you request a repair or service...
- How do I organise my phone to be repaired or serviced?
- Are loan phones available?
- How long will it take to repair or service my device?
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:
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
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.
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.
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.
- 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