Optus Upgrade and Protect

A: Optus Upgrade and Protect is a $15/mth add-on available when purchasing a new mobile or tablet on a device payment plan that gives you access to early upgrade options, even if your device is damaged. Upgrade fees may apply depending on the condition of your device and months remaining on your device payment plan. You can cancel your subscription at anytime. Excludes outright purchases. Find out more.

A: An Eligible Device is undamaged and in good working order if it is fully functional and not physically damaged beyond normal wear and tear. To see more visit  our help and support article.

A: Optus Upgrade and Protect is available to new and recontracting mobile service customers who purchase a new device on an eligible 12, 24 or 36 month device payment plan with an eligible SIM plan. The add-on is available at online checkout to Optus Consumer and Business customers. This is not available for customers who purchase their device outright.

A: Yes. This is a condition that applies whenever you wish to enter into an eligible device payment plan.

A: As there is a requirement for you to send back your device to us, Optus Upgrade and Protect does not cover lost and stolen devices.

A: You will need to download the Optus Device Check app from the App Store or Google Play Store and follow the steps to complete the assessment of your device.

A: Visit an Optus branded retail store within 3 days after you have completed a device condition assessment. Based on the length of time you have spent on your current OptusPay device payment plan, and the condition of your existing device, fees may apply to redeem. Follow Optus' instructions to return your existing device - failure to do so will result in non-return fees being charged.

A: Devices returned as part of Optus Upgrade and Protect are securely cleansed of all data and repurposed by our second-hand device vendor or recycled to put the materials to another use.

A: Optus Upgrade and Protect is available to new and recontracting mobile & mobile service customers purchasing a new device on an eligible 12, 24 or 36 month device payment plan with an eligible SIM plan. The add-on is available to Optus Consumer and Business customers.

If you have an active Optus Upgrade and Protect add-on on your service, you can access self-serve Device Support.

Book an appointment by calling 1300 990 226 and we can come to you or you can send us your device. Depending on your location, a qualified technician will come to your home or workplace during business hours to repair the front screen of your device. If a technician can’t come to your address, we’ll send out an eParcel so you can send your device to the repairer.

Only genuine parts are used.

In-person repairs can take up to an hour. If you need to reschedule your appointment date, please call 1300 990 226. Giving less than 24-hour notice or missing your appointment may incur a $99 call-out fee.

If you mail in your device and it has damage we don't repair, has any locks on it, or doesn't match the device on your account, you may incur a $20 return fee.

Our repairs come with 12 months warranty, which covers defects in materials and workmanship relating to your service. This is in addition to your consumer rights.

No. We only repair cracked/chipped or shattered front screens, LCD bleeding, blank screen, dead pixels, discoloration of LCD, or touch screen faults. We do not cover water damage, internal damage, etc. If your device has more damage than just the screen, please reach out to your nearest Optus store to do a damaged upgrade.

The appointment will be scheduled between 9:00am and 5:00pm. An email confirming your appointment time will be sent the morning of the repair day.