Before you begin, make sure that you’ve successfully backed up your personal data like contacts, pictures and apps stored on your device.


Step 1. Check for any signs of Physical Damage

If your device shows signs of cosmetic or physical damage, then it may not be covered under the manufacturers' warranty and you may be charged for submitting it for repair. 

Some examples of physical damage are:         

  • A smashed screen
  • External cosmetic damage
  • Signs of impact marks on the corner or sides of the device – which may result from a drop
  • A damaged charging port
  • Defects caused by the use of non-authorised accessories with the device
  • Internal damage which can only be assessed by the repair centre

If you have Optus Device Insurance you can read more about it and make a claim here.

If you do not have insurance you can choose to send your device for repair. We can provide an estimated cost of repair prior to sending it to the warehouse.

If you choose to send it for repair our technicians will assess the damage and you will be contacted and quoted the final repair cost. Once you know what the final repair cost will be you can either:

Accept the quote and continue with the repair

  • If you have a Postpaid service, you can add this cost to your next bill
  • If you are on Prepaid, you will need to pay this cost on collection of your repaired device

Decline the quote and your phone will be returned

  • A charge may apply if you choose not to proceed with your repair

If you’ve confirmed that your device is not physically damaged, please continue to step 2.

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Step 2. Check for Liquid Damage

Damage can also be caused to the device by liquid entering it. Water and other liquids usually don’t go too well with the sensitive elements inside devices & can lead to the device ultimately malfunctioning.

How can it happen?

Though the obvious way for this to happen could be dropping your phone in water, liquid damage can also occur by using the device in the rain, using it with wet hands or even sweat from a hard gym session, even humidity in tropical climates or steam from a shower can lead to water entering the device.

How is it detected?

Most devices will have a liquid damage indicator which will turn from white to a pink colour, identifying that it’s come into contact with liquid. These indicators can be located in a number of different locations depending on the device itself, however these can include the phones external battery, camera lens casing, headphone jack and battery cradle to name a few. 

Can it be repaired under warranty?

In most cases the answer is no as many manufacturers' warranties don’t cover damage caused by liquid. Devices with water resistance or water proofing however might be covered, but only in specific circumstances where a manufacturing issue has caused the damage. We recommend that you check your device warranty to see whether water damage is covered under the manufacturer’s warranty.

If you’re still unsure whether your device can be repaired under warranty you can send it for repair and our technicians can advise if it's covered.  A charge may apply if your device is deemed beyond repair or if you choose not to proceed with your repair.

If you’ve confirmed that your device has not been exposed to liquid damage, please continue to step 3.

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Step 3. Check & Download the Latest Software

It’s always a good idea to update your device’s software regularly. Updating your software can resolve a lot of common problems and provides new features to keep your device running smoothly. Just make sure your battery is fully charged before attempting the software upgrade.

To check for available software updates, follow these steps:

Apple: Go to Settings > General then Software Updates

Samsung: Go to Settings > About > Software Update and then Update Now

HTC: Go to Settings> About > Software Update and choose Check Now

For step by step instructions on a specific handset click here.

If an update is found, install it and test to see if the problem still exists.

If you have the latest software version and you're still having problems, please continue to step 4.

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Step 4. Reset Your Phone (Soft Reset)

A soft reset is a re-start of your device via the power button. Using the power button, simply turn your phone off and back on again.

If the screen is blank or the phone is not responding, you can force a restart by following the steps below:

Apple: Press and hold the Sleep/Wake button until the red slider appears, Drag the slider to turn your device completely off, then use the power button to turn your device back on. Your Apple device should restart as normal.

Samsung: Remove the battery and wait for 10 seconds, replace the battery and press the power button.  Your Samsung handset should then restart as normal.

HTC: Hold the 'Power' and 'Volume Up' buttons for approximately 10 seconds.  Your HTC phone should restart as normal.

Test your device after it restarts to see if the problem still exists.

If you've reset your phone and you're still having problems please continue to step 5.

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Step 5. Perform a Factory Reset (Hard Reset)

This action will restore the device back to its factory settings.  

Important: This will result in a loss of all of your data, so this means things like contacts, text messages that you haven't backed up to your SIM or computer, personal setting and apps will be deleted. It's important that you back up to a computer prior to performing this step. Paid apps can often be downloaded again for free once you log back into your account (but check the requirements for your specific handset and operating system first). 

Click here for steps on how to back up your personal data.

For steps on how to perform a factory reset for some of our latest handsets follow the steps below:

Apple: Go to Settings > General then Erase All Content and Settings

If your device doesn’t power on: 

  1. Press and hold both the 'Sleep/Wake' and Home buttons for at least ten seconds, until you see the Apple logo

Alternatively, you can use ITunes to complete a Factory Reset click here to find out more.

Samsung: Go to Settings > Back Up & Reset > Reset Phone and then Reset All Data

If your device doesn't power on:

  1. Press and hold the 'Volume Up' + 'Home' + 'Power' buttons for 2-3 seconds
  2. Let go of the 'Power' only (don't let go of the 'Volume Up + 'Home' buttons)
  3. Press the 'Volume Down' button to highlight Factory Reset
  4. Press the 'Power' button to reset the phone (let go of the 'Volume Up' and 'Home' buttons)

HTC: Go to Settings > Back Up & Reset > Reset Phone and then Reset All Data

If your device doesn't power on:

  1. Press and hold the 'Volume Down' button (don't let go)
  2. Press and hold the 'Power' button (don't let go)
  3. Let go of the 'Volume Down' + 'Power' buttons when the screen powers on and displays three android figures
  4. Press the 'Volume Down' button to highlight Factory Reset
  5. Press the 'Power' button to reset the phone

Test your device when the hard reset process is finished to see if the problem still exists.

If you have performed a Hard Reset and you're still having problems with your device please continue to step 6.

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Step 6. Confirm that the Software has not been tampered with

If you've attempted to install any operating system or 'jailbreak' the device (remove or modify the operating system), it's considered to be software tampering, and the device may not be covered by the manufacturer's warranty.

If you’ve confirmed there has been no 'software tampering', please click here to proceed.

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