FAQ: CelcomDigi Phone Care

1. What is Phone Care?

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

You can enroll in Phone Care at any CelcomDigi Store, Celcom bluecube, Digi Store, Celcom Certified Partner or Digi Store Express. 

2. Who is eligible for Phone Care?

Phone Care 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, tablet, or wearable device (cellular enabled) with any CelcomDigi mobile plan.
2. For existing CelcomDigi postpaid subscribers:

• You can purchase a device without a new plan. However, you may only have one registered device on each CelcomDigi mobile number or plan.
• If you have recently purchased a device from CelcomDigi, you can register it (with a SIM card) in full working condition within 30 days of the purchase date. Proof of purchase is required.

3. What are the services offered in Phone Care? 

There are two types of services offered:

• Phone Swap:

• You can swap your device for a like-for-like up to twice 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.
  

• 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 twice a year.
• No report is required for the replacement.

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.

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

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 Phone Care service provider, Asurion, via credit card or cash on delivery. 

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

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

5. Is there any contract period for Phone Care?

Phone Care subscriptions auto-renew on a monthly basis.

For postpaid users, Phone Care service will continue along your postpaid mobile plan subscription. 

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

7. Any supporting documents required for Phone Care enrollment?
You will need to provide a proof of purchase (device official receipt) for your mobile device. Please note that there is a 30-day grace period from the device’s purchase date in order to be eligible for Phone Care enrollment, subject to physical inspection at the store.

8. Does the Phone Care service include SIM-enabled wearable devices like Apple Watch (cellular version)?
Yes, you can enroll to SIM-enabled wearable device in Phone Care.

9. How many devices can I enroll to Phone Care under my mobile plan? 

You can register only one device, be it phone, tablet or SIM-enabled wearable device under mobile plan. 

10. What will happen to my Phone Care if I do not pay my bill?
The Phone Care service will automatically terminate if your CelcomDigi account is suspended for more than 60 days.

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

12. What are the operating hours for Phone Care online portal?
The Phone Care online portal is available 24 hours a day.

13. 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 and replace subscription is active with no call bar on your CelcomDigi account.

14. 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 device of:

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

• For mobile phones and tablets, accessories (e.g., earpieces, chargers, cables) are excluded.

15. 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:

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 Kelantan and Terengganu, no delivery will be made on Fridays or public/ state holidays.

16. How many times can I swap or replace my phone?
You can make up to two service requests (either swap or replace) within a rolling 12-month period from the first day of your enrollment in Phone Care. For example, if you enroll on 1st August 2024, you can make your first and second request before 31st July 2025.

17. What happens to my Phone Care service if I change my mobile plan?

Your Phone Care service will carry over to your new mobile plan. You will not be required to pay the upfront payment again for the Phone Care service.

18. What will happen to my Phone Care service if I purchase a new device from CelcomDigi? 

You can either:

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

• If you transfer, the Phone Care on your original device will be deactivated, and a new Phone Care 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 Phone Care on your original device, your new device will not be enrolled in Phone Care.

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

20. Will Phone Care 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.

21. 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.

22. Can I request to terminate my Phone Care service?
Yes, you can request to terminate Phone Care service at any CelcomDigi Store or by calling our hotline, +60196011111 for Celcom users, and +60162211800 for Digi users. Please note that you will not be able to re-enroll to Phone Care with the same device once terminated.