FAQ: CelcomDigi PhoneCARE

1. What is PhoneCARE?

PhoneCARE is a mobile device care plan that allows you to swap or replace your device for any reason, subject to the applicable CelcomDigi PhoneCARE terms and conditions.

When you purchase a device outright with CelcomDigi, you'll receive 12 months of PhoneCARE Swap Only protection at no additional cost. 

2. Who is eligible for PhoneCARE?

1. PhoneCARE is available to all CelcomDigi postpaid customers under the following conditions:
   1. For new CelcomDigi postpaid subscribers, you need to purchase a new mobile phone with any CelcomDigi device plan (Easy360 or Pakej MegaJimat).
   2. For existing CelcomDigi postpaid subscribers:
      • A device can be purchased without signing up for a new plan. Only one registered device is allowed per CelcomDigi mobile number or plan. 
      • If a device was recently purchased from CelcomDigi, it must be registered with PhoneCARE within 180 days from the device purchase date. The device must be in full working condition with a SIM card inserted, and proof of purchase is required. 
2. PhoneCARE Swap Only protection for 12 months is included for all customers who purchase a device outright with CelcomDigi, including prepaid customers, non-contracted CelcomDigi customers, and non-CelcomDigi customers. 

3. What are the services offered in PhoneCARE? 

There are two types of services offered:

• Phone Swap:

• You can swap your device for a like-for-like or new up to three times a year. Upon making a swap request, you are required to return your enrolled device in exchange for the replacement.
• Alternatively, you may choose to refurbish or refresh your existing device. Please click here for more information.
  
• Enjoy 12 months of PhoneCARE Swap Only protection, included at no additional cost when you purchase a device outright with CelcomDigi.

• Phone Replacement:

• If your device is no longer in your possession, you can receive a like-for-like replacement with the same or a similar model, up to three times a year.
• No report is required for the replacement.
• This Phone Replacement service is not included when you purchase a device outright with CelcomDigi. 

Note: All services are provided by our partner, Asurion Technology Malaysia Sdn. Bhd., and a service request fee applies. For more details, please visit https://phonecare.asurion.com/.

4. What fee do I need to pay?

Two types of fees apply, and they vary based on the type of device and the CelcomDigi recommended retail price. Please refer to the pricing table below for details.

Subscription Fee

This fee is charged throughout your subscription period and can be paid on a monthly basis, charged directly to your postpaid bill.

Monthly Fee

All fees are exclusive of 6% SST which will be collected, if applicable.

PhoneCARE Swap Only protection for 12 months is included at no additional subscription fee when you purchase a device outright with CelcomDigi. The protection is automatically included with your device. 

Note: For monthly subscription, customers are required to pay the first month's subscription upfront upon enrollment, with subsequent subscription charges included in monthly bill statement.

Service Request Fee

This fee is charged when you request a device swap or replacement. Please refer to the pricing table below for details. Payment must be made directly to the PhoneCARE service provider, Asurion, via credit card or cash on delivery. 

All fees are exclusive of 6% SST which will be collected, if applicable.

5. Is there any contract period for PhoneCARE?

PhoneCARE subscriptions auto-renew on a monthly basis.

For postpaid users, PhoneCARE service will continue along with your postpaid mobile plan subscription. 

The 12-month PhoneCARE Swap Only protection included with your outright device purchase does not require a contract. Your protection will automatically end upon the expiry of the 12-month coverage period. 

6. I have a multi-SIM device. Can I enroll in PhoneCARE?
Yes, you can enroll in a multi-SIM device in PhoneCARE. The primary IMEI of this device will be used as the 'registered IMEI' which will serve as the reference for your PhoneCARE services.

7. Any supporting documents required for PhoneCARE enrollment?
You will need to provide a proof of purchase (device official receipt) for your mobile device. Please note that there is a 180-day grace period from the device’s purchase date in order to be eligible for PhoneCARE enrollment, subject to physical inspection at the store.

8. Will I receive any notification upon successful activation of PhoneCARE?  

• For the monthly PhoneCARE subscription, you will receive an SMS confirmation once your subscription has been successfully activated. The SMS will be sent to the mobile number registered for PhoneCARE. 
• For devices purchased outright, you will receive an email confirmation from CelcomDigi once your 12-month PhoneCARE Swap Only protection has been successfully activated. 

9. Does the PhoneCARE service include SIM-enabled wearable devices like Apple Watch (cellular version)?
No, PhoneCARE does not include SIM-enabled wearable devices.

10. How many devices can I enroll to PhoneCARE under my mobile plan? 

You can register only one device under a mobile plan. 

11. What will happen to my PhoneCARE if I do not pay my bill?
The PhoneCARE service will automatically terminate if your CelcomDigi account is suspended for more than 60 days. This does not apply to the 12-month PhoneCARE Swap Only protection included with devices purchased outright from CelcomDigi. 

12. What should I do if I want to make a swap or replacement service request?
If you are a PhoneCARE customer, you can submit a swap or replacement request here.

13. What are the operating hours for PhoneCARE online portal?
The PhoneCARE online portal is available 24 hours a day.

14. Are any supporting documents required to make a swap or replacement service request?

No supporting documents are required for the service request, as long as your swap only or swap & replace subscription is active with no call bar on your CelcomDigi account.

15. Will I receive a brand-new phone package for my swap or replacement service request?
 When you swap or replace your device, you will receive: 

• A like-for-like, refurbished or new device of:

• Same model and memory capacity (RAM/ROM);
• Similar kind, quality, and functionality; 
• Potential difference in make, model, and/ or colour;
• For refurbished devices, it will be refurbished by OEM authorized service providers.

• Accessories (e.g., earpieces, chargers, cables) are not included.

16. When will my device be delivered?
Your device will be delivered within 6 hours if you are in the Klang Valley and the service request is made before 3:00 p.m. daily.

Refer to the table below for delivery times based on location:

Delivery Location

Swap or Replacement Request Received

Delivery Time

Klang Valley

Daily from 9:00 a.m. to 3:00 p.m.

Same day delivery within 6 hours

Daily from 3:00 p.m. to 9:00 p.m.

Next day delivery

Major Cities

Daily from 9:00 a.m. to 3:00 p.m.

Next day delivery

Daily from 3:00 p.m. to 9:00 p.m.

Within 48 hours

Other Areas

Daily from 9:00 a.m. to 3:00 p.m.

72 hours

Major cities include: Alor Setar, George Town, Ipoh, Johor Bahru, Kangar, Kota Bharu, Kota Kinabalu, Kuala Terengganu, Kuantan, Melaka, and Seremban.
 

• For service requests submitted after 3:00 p.m., delivery will occur on the next working day excluding Sundays and public holidays.
• For deliveries outside of the Klang Valley, delivery will be made within 3 days, excluding Sundays and public/ state holidays.
  
• For Kedah, Kelantan and Terengganu, no delivery will be made on Fridays or public/ state holidays.

17. How many times can I swap or replace my phone?
You can make up to three service requests (either swap or replace) within a rolling 12-month period from the day of your first service request. For example, if you made your first service request on 1st August 2024, you can make your second and third request any time before 1st August 2025. However, your 4th service request can only be made after 1st August 2025.

18. What happens to my PhoneCARE service if I change my mobile plan?

Your PhoneCARE service will be carried over when you change to another eligible CelcomDigi mobile plan. Your device will remain protected, and if applicable, you will not be required to make the upfront payment again.   

19. What will happen to my PhoneCARE service if I purchase a new device from CelcomDigi? 

You can either:

• Keep PhoneCARE on your original device (registered device), or
• Transfer PhoneCARE to your new device.

• If you transfer, the PhoneCARE on your original device will be deactivated, and a new PhoneCARE plan will be activated for your new device. The subscription fee will be based on the new device's recommended retail price (RRP), as outlined in the subscription fee table.
• If you choose to keep PhoneCARE on your original device, your new device will not be enrolled in PhoneCARE.
• Every device that you purchase outright with CelcomDigi will be covered by the included 12-month PhoneCARE Swap Only protection. 

20. What will happen to my PhoneCARE service if I request to change my mobile number? 
Your PhoneCARE service will remain active under your new mobile number.

21. Will PhoneCARE accept a device under a swap only plan if the device IMEI cannot be retrieved?

In cases where the device cannot be turned on or is damaged beyond recognition, we will accept the swap based on the same make and model as the original enrolled device. The swap will be verified to ensure it is made by and delivered to the actual enrolled customer.

22. I found my lost device. Can I request to unblock the IMEI for my device?
If you find your lost device and inform us before accepting delivery of the replacement, we will unblock your IMEI and cancel the service request. However, if you have already accepted the replacement device, you must return the found device to CelcomDigi.

23. Can I request to opt-out of my PhoneCARE service?
Yes, you can request to opt out of the PhoneCARE service at any CelcomDigi Store or by calling our hotline. Please note that once your PhoneCARE subscription is terminated, you will not be able to re-enroll with the same device. 

For the 12-month PhoneCARE Swap Only protection included with devices purchased outright, no opt-out is required. The protection will automatically end upon expiry of the 12-month coverage period.