Samsung Note7 Replacement Update

Posted by (Online Community Manager)
11th Oct 2016, 12:15pm

Updated 23rd January 2017 - Samsung Press Conference


At 12pm (AEDT)  today Samsung held a press conference to discuss the findings of their investigation into the Note7 incidents. For further information from the press conference, please head here


Updated 1st December 2016 - Australian network discontinuation


From 15 December 2016, customers still using the Samsung Galaxy Note7 will no longer be able to connect to the Optus mobile network to make calls, use data or send SMS messages. Please note, customers will still be able to make calls to emergency services however. This move is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.


Along with Samsung Australia, we urge any Optus customer still using their Galaxy Note7 to back up their data, power down their device and return it to their place of purchase immediately.


Samsung have confirmed that customers who exchange their Note7 for either the Samsung Galaxy S7 or Galaxy S7 Edge on a new 24mth contract can receive $250 credit against their account up until 22 December 2016.


To read Samsung’s full statement on the Australian network discontinuation, click here.


Updated 3rd November 2016 – New Software Update


Samsung Australia has announced a new Software Update for all replacement Galaxy Note7 issued in Australia to be pushed out from Saturday 5th November. This software update will automatically download and install to all replacement Note 7 devices.


This software update will limit the battery to a maximum charge of 60%.


You can view Samsung’s full statement here.


Updated 19th October 2016 – Travelling with a Samsung Note7


Multiple airlines have now prohibited passengers from carrying Samsung Galaxy Note7 devices on-board international and domestic flights for both carry-on and checked baggage. You will not be permitted to take a Galaxy Note7 smartphone on any flight, even if it is switched off.


As per our previous update, if you have purchased a Samsung Galaxy Note7 (both original devices purchased before September 5 and new replacement devices), please visit your nearest Optus store to hand in your phone as soon as possible. Remember to back up it up, perform a factory reset and turn it off before returning it to us to discuss your options. To find your nearest Optus store, click.


We also have a number of Optus kiosks at the following Australian airports where you can hand your Samsung Galaxy Note7 in:




Yes Optus Brisbane Airport

Shop 2A.32

Level 2 International Terminal Building

Brisbane Airport


Yes Optus Melbourne Airport

Arrivals Terminal

Melbourne International Airport



Yes Optus Perth International Airport

T1 Perth Airport, Ground Floor, Arrivals Hall

245 Airport Drive

Perth Airport


Yes Optus Sydney International Airport

1-2243 International Terminal

Arrivals Hall



Yes Optus International Airport Kiosk

B43 T1 International Terminal

Sydney International Airport




If you are an Australian customer who is already overseas, please click here to read advice from Samsung on how to proceed.


Updated 14th October 2016 – Information about the Samsung credit

Please be advised that the VISA gift card Samsung is offering is only available to its customers who purchased a Note7 outright, directly from the Samsung Online store. This offer is not available to Optus Note7 customers on contract. Customers need to go directly to Samsung for this VISA gift card offer.


Updated 12th October 2016 – Samsung extend voluntary recall to all Galaxy Note7 smartphones


Samsung Electronics Australia has announced it is taking the proactive and voluntary step to extend its current recall to all Galaxy Note7 smartphones in Australia, including those that were provided a replacement Galaxy Note7 smartphone. Customers who purchased a Galaxy Note7 (both original devices purchased before 5 September 2016 and new replacement devices) should back up their phone, perform a factory reset, power down their device and return to your nearest Optus store to discuss your options.


Customers are entitled to a refund of handset charges and can recontract to another handset on a new plan or cancel their contract, all without incurring cancellation fees. Customers who choose to recontract to a Galaxy S7 or Galaxy S7 Edge on a new 24mth contract will receive a total of $250 credit against their plan.


When returning the Galaxy Note7 device, customers do not need to return any of the original packaging or accessories, and the device can be in any condition.


To find your nearest store click here

by Occasional Contributor Funsky
‎2016-12-13 06:04 PM

Hi @Casey_that sounds fair. lol

Lets hope Optus keeps their end of the deal by:

1. providing timely credits for handset payments of note 7 paid to date, and $250 credit for the swap

2. maintaining speedy quality and continuous service

3. adjusts bills in a timely way BEFORE the automatic direct debits incorrectly withdraws $1000 for an alleged note 7 cancellation fee!



by Moderator Aman_B
‎2016-12-13 06:28 PM

Will certainly do @Funsky. Let us know if you want us to stop your direct debit for the month, just incase. 

by Frequent Visitor cbourke
‎2016-12-14 10:16 AM

Hi @Casey_ - I recontracted to the S7 Edge in store (it was actually October not September).


Optus customer service on the phone has not been helpful at all... One person kept telling me 'you received a $50 credit' as you re-contracted to another device that was not the S7 or S7 Edge, and I kept telling her 'no I got the S7 Edge which was agreed with a $250 credit' and she just would not accept that.


I was then told by Optus that I have to contact Samsung directly to get the $250 credit, but anytime I contact Samsung they tell me I need to talk to Optus because I am a customer of Optus. 


I will contact Samsung again if I need to, but would really just appreciate a straight answer from anyone...

by RetiredModerator Esther
‎2016-12-14 10:31 AM

Totally appreciate it's been frustrating and sincerely apologise for any troubles caused! More than happy to look into this further, but will need to get your mobile number, full name and DOB for ID. Please send us a private message with the details and we'll be in touch!

by Frequent Visitor cbourke
‎2016-12-14 10:55 AM

Thanks @Esther, I just sent you a PM with the details.


Thanks in advance!

by Member Seaeagles
‎2016-12-21 09:08 AM

After speaking to the guy on chat because my bill is $189.18  n for the last couple of months there been pretty high.. on my contract it says fixed monthly cost $136 plus note 7 edge $33 = $169 plus $50 credit because I paid extra on my last bill plus $15 for late fees funny thing is I've paid my bill on time so he end up ring me after a hour on the phone with someone who keeps telling me 15 for later fees then at the end he says I paid my last bill one the 26st so therefore I paid it early but still got charged late fees.. I don't understand how Optus can give me a fixed contract n I've been paying unbelievable amounts n I couldn't really understand a word he was saying.. after been with Optus for around 8 years after this contract I will no long stay with Optus I can't wait until the 2years is up it's gonna be the longest 2 years of my life 

by RetiredModerator Nghi
‎2016-12-21 10:28 AM

Really sorry to hear that Seaeagles ;( Did the invoice you paid on the 26th have an overdue component? This would be why the late fee has been imposed.

by Member Seaeagles
‎2016-12-21 10:32 AM

He told me because I paid my bill late then at the end he said it was mistake at Optus end n I would like to know what is my bill always has height then the fixed monthly cost because I've had enough of paying high bills when my contract states $136 a month

by Member Seaeagles
‎2016-12-21 10:54 AM

On my last bill I paid on time no late fees on my last bill only this bill 

by RetiredModerator Nghi
‎2016-12-21 11:15 AM

We're happy to discuss sensitive billing information over private message Seaeagles. Please send one through and we can go over your bills.

by Member Junine
‎2016-12-26 12:44 AM

Hello admin,


Just got my 250cr on my second bill. The bill covered from oct 22 to nov. 23 which was due last dec. 13. My bill was 115.98 so therefore I still have roughly around 134 credit balance. As I have check my account today i was again deducted another 115.98 and I don't know why since i haven't received any bill yet.

I already asked about this to the live chat but she just said that my account is updated for nov 22 to dec 23 which i think will due on january 13. Just wondering why so early for deduction i don't even receive the latest bill yet.



by Member Junine
‎2016-12-26 11:46 AM

Thank you @Scott_M for the quick reply.

Got the bill now. you and susan of live chat are  right, the deduction is for january charges.


I should have waited for the bill before raising it here. Smiley Happy


Thanks a lot

by Valued Contributor
‎2016-12-27 11:01 PM

No problem Junine. Let us know if you need anything else. 

by Occasional Contributor Funsky
‎2017-01-05 12:48 PM

Hello Optus


I got my 1st S7E bull today. I thought i was going to be paid 3-4 months of SN7 handset instalments when I handed my SN7 back in December.  But instead Im charged nearly $300 for a SN7 handset payout. 


Please suspend my direct debit and contact me worth an adjusted invoice. 

by RetiredModerator Toomey
‎2017-01-07 07:07 PM

Hey @Funsky, sorry for the issues. I've spoken with the store where you placed your order and they are fixing this at the moment. Shoot me a PM if you'd like to verify the correct amount owing on your account. 

by Member Wiman
‎2017-02-01 01:51 PM



Can an admin pls contact me?


I have an inquiry regarding the bonus 256 GB SD card. Mine has died and i am getting the run around treatment between Optus and Samsung to try and figure out how to replace the unit under warranty.

by Moderator Marie
‎2017-02-03 03:13 AM

Yikes! Really sorry to hear that Wiman Smiley Sad


You're welcome to PM though your mobile number, date of birth and full name so we can look into this for you.