6 step service repair guide for your Mobile Phone

If you suspect your mobile device is faulty, these steps may help you work out what’s going on. You will need to complete these steps before you submit your device for servicing or repair.

If you need instructions on how to complete any of these steps on your device, consult your device guide or the manufacturer’s website.

Before you begin, make sure you back up your device.

Step 1: Check for physical damage

Check for signs of damage such as:

Smashed screen
Impact marks on the corners or signs
Damaged ports
Defects caused by using non-authorised accessories

Internal damage can only be assessed by the repair centre.

Physical damage will generally not be covered by warranty. You can choose to:

Send the device in for assessment. Our technicians will advise whether it is covered or whether you will need to pay for repairs
Make a claim with your insurer or Optus Device Protect Insurance

If there’s no evidence of physical damage, go to the next step.

Step 2: Check for liquid damage

Liquid damage can be caused by water entering the device in the form of liquid or steam. Depending on your device, this damage may occur even if the device has not been fully immersed in water.

Check your device’s liquid damage indicator.

In most cases liquid damage is not covered by warranty, but you can choose to:

Send the device in for assessment. Our technicians will advise whether it is covered or whether you will need to pay for repairs
Make a claim with your insurer or Optus Device Protect Insurance

If the indicator shows no liquid damage, go to the next step.

Step 3: Check the device software is up to date

Step 4: Restart your phone (soft reset)

Step 5: Perform a factory reset (hard reset)

Important: Back up your data before completing this step.

Performing a factory reset deletes all personal data and apps from the device and restores it to its factory settings. If your device or screen won’t power on, you may still be able perform a factory reset. Consult your device manufacturer’s website for instructions.

Once you have completed the factory reset, check if your problem is resolved.

If you still experience the issue after performing a factory reset, go to the next step.

Step 6: Confirm that the software has not been tampered with

Software tampering includes attempting to install any operating system or “jailbreaking” the device by removing or modifying the standard operating system. Warranties usually do not cover devices that have had their software tampered with.

If you can confirm that you have not undertaken any actions that could be considered software tampering, complete the troubleshooting confirmation.

For further information and next steps, please visit Mobile device repairs & replacements.