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jack0194
Occasional Contributor
Occasional Contributor

Different ways of updating phone contract

So I spoke to an Optus sales rep today only via the messaging app and he explained that no sales are being done via the messaging app at the moment. then he gave me the number to Optus sales team. I understand online sales are still going. Is it possible to redo a phone contract online and not speak to anyone? Or when it comes to redoing phone contracts is the only way via the sales number or in-store?    

Thanks.

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Dan_C
Retired Employee
Retired Employee

Re: Different ways of updating phone contract

G'day @jack0194


We are definitely processing sales. 


 You can  Buy online or speak to one of our sales specialists today on 1800 200 123. They're available 8am to 9pm Mon – Fri, 9am – 6pm Weekends AEST.


When you say redo a contract; have we already attempted to process an upgrade for you? 

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jack0194
Occasional Contributor
Occasional Contributor

Re: Different ways of updating phone contract

Can you buy online if your re doing the contract after only 12 months? My understanding is is you do it after only 12 months your current phone has to be returned to Optus. Does this matter? When it comes to online purchases. @Dan_C
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jack0194
Occasional Contributor
Occasional Contributor

Re: Different ways of updating phone contract

It looks like online sales are currently not working for people to re-contract their plan. I went to do this today and it keeps coming up with this message "  Recontract on leasing service is not allowed for now" @Dan_C  

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Dan_C
Retired Employee
Retired Employee

Re: Different ways of updating phone contract

Hmm, I'll need to find out.


I haven't been made aware of any change to the process. Have you given the telesales team a shot > 1800 200 123.


They should be able to process the upgrade for you. They should also take you through the returns process (for the leased devices or the new phone trade up offer).


Normally, we'll suggest taking the device into a local Optus store, but given the situation at the moment; you might be asked to follow the AUS post return process.


You'll need to bring an  electronic copy of the Parcel Return code to an Australia Post with the ‘Returns - Print at Post’ service. The Parcel return code is sent via SMS soon after we've processed your upgrade. 


Australia Post will then print the return label, package the device and give the customer a return receipt

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jack0194
Occasional Contributor
Occasional Contributor

Re: Different ways of updating phone contract

I just gave it a quick try again and it's still coming up with the same message "Recontract on leasing service is not allowed for now". @Dan_C

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Dan_C
Retired Employee
Retired Employee

Re: Different ways of updating phone contract

Sorry @jack0194


I'm following up with a couple of teams.


I'm trying to establish where we're at with trade up (in terms of how and if they're being processed right now). 

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Dan_C
Retired Employee
Retired Employee

Re: Different ways of updating phone contract

Just to confirm:


You're attempting to trade up from a Leasing plan (My Plan Flex), or is it a regular new phone trade up

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jack0194
Occasional Contributor
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Re: Different ways of updating phone contract

I can confirm it would be a trade up from a Leasing plan (My Plan Flex) @Dan_C 

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Dan_C
Retired Employee
Retired Employee

Re: Different ways of updating phone contract

Thanks for that. I've just reached out to a couple of teams.


I'll send through an update shortly. 

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