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, subjecting to the applicable of CelcomDigi Phone Care Terms and Conditions.  

Enroll to Phone Care at CelcomDigi Store, Celcom bluecube, Digi Store, Celcom Certified Partner and Digi Store Express.  

2. Who is eligible for Phone Care? 

This service is open to all CelcomDigi Postpaid customers to enroll under the following conditions: 

1. If you are a new CelcomDigi Postpaid subscriber, you need to purchase a new mobile phone, tablet, or wearable device (cellular enabled) with any Mobile plan under CelcomDigi, or  
2. If you are an existing CelcomDigi Postpaid subscriber, you can purchase a device without a new plan. However, you may only have one registered device on each CelcomDigi mobile number or plan, or 
3. If you are an existing CelcomDigi Postpaid subscriber and you have recently made a device purchase with CelcomDigi, you can register the device (with SIM Card) in full working condition within 30 days from the date of purchase (proof of purchase is required).

3. What are the services offered in Phone Care?  

There are two types of services offered: 

a. Phone Swap

1. You can swap device like-for-like up to twice a year. Upon a swap request, you are required to return your enrolled device in exchange for a like-for-like device. 
2. Alternately, you may also choose to refurbish / refresh your existing device. (Click here for more information)

b. Phone Replacement

1. You can get a like-for-like replacement for your device (which is no longer in your possession) with the same or similar model up to twice a year.  
2. No report is required for the replacement.  

Note: All services are provided by our partner, Asurion Technology Sdn. Bhd with service request fee applies. For more information, kindly visit our official website: https://phonecare.asurion.com/ 

4. What fee do I need to pay? 

There are two types of fees applied. The fee varies according to the type and CelcomDigi recommended retail price of the device. Refer to pricing table below.   

a. Subscription Fee 

1. This fee is applied and need to be paid throughout your subscription period.
2. You can pay the subscription fee on a monthly basis (charged to Postpaid billing). Refer to pricing table below.  

b. Service Request Fee 

1. This fee is charged upon your service request to make a Swap or Replace of your device. Refer to pricing table below. 
2. The payment is payable directly to the Phone Care Service Provider; Asurion via Credit card or cash on delivery.  

Note: 
i. Customers are required to pay the first month's subscription upfront upon enrollment, with subsequent subscription charges included in monthly bill statement.
ii. All fees are exclusive of 6% SST(Sales & Services Tax) which will be collected, if applicable

5. Is there any contract period for Phone Care? 

Phone Care subscription will be in auto-renew in monthly basis:  

For Postpaid user, phone care service will continue along your Postpaid mobile plan subscription.  

6. I have a multi-SIM device. Can I enrol to Phone Care? 

Yes, you can enrol in Phone Care with a multi-SIM device. 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 document required for Phone Care enrolment? 

You would need to present a proof of purchase (Device Official Receipt) for your mobile device. Please note that there is a 30-days grace period from the device’s date of purchase in order to be eligible for enrolment and subjected to physical inspection at store. 

8. Does the Phone Care service include SIM-enabled wearable devices like Apple Watch (Cellular version)? 

No, you can only enroll to Phone Care for smartphones and tablets at the moment. Please refer to CelcomDigi website for future updates.

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

Only 1 device, be it phone or tablet, can be registered with Phone Care under 1 mobile plan.  

10. What will happen to my Phone Care if I do not pay my bill? 

Phone Care service will automatically be terminated if your CelcomDigi account is suspended for more than 60 days. 

11. What shall I do if I want to make a swap or replace service request? 

If you are a Phone Care customer, you can make a swap or replacement by submitting a request here. 

12. What are the operating hours for Phone Care online portal? 

Phone Care online portal is operating 24 hours daily.  

13. Any supporting document required to make the swap or replace service request? 

No, you are not required to provide any supporting document for the service request. As long as your Swap Only or Swap & Replace subscription is active with no call bar on your CelcomDigi account. 

14. Do I get a brand-new phone package for my swap or replace service request? 

When you swap or replace your device, you will get:  

a. A like-for-like, refurbished device of  

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

b. For mobile phone & tablet, it excludes any device accessories eg. Earpieces, charges, cable, etc.  

15. When will my device be delivered? 

Your device will be delivered within 6 hours if you’re in the Klang Valley and the service request is made before 3pm daily. Refer to table below for each location delivery time: 

i. For service requests submitted after 3PM, delivery will be on the next working day excluding Sundays and Public Holidays. 
ii. For deliveries out of Klang Valley, delivery will be made within 3 days, excluding Sundays Public / State Holidays.
iii. For Kelantan and Terengganu, there is no delivery on Fridays and Public / State Holidays.
iv. Major cities include Alor Setar, Georgetown, Ipoh, Johor Bahru, Kangar, Kota Bharu, Kota Kinabalu, Kuala Terengganu, Kuantan, Melaka and Seremban. 

16. How many times can I swap or replace my phone? 

You can make 2 service requests, to either swap or replace your device within the rolling 12 months from the first day of your enrolment in Phone Care.  

For example, if you enroll on 1 August 2024, you can make your first and second request before 31 July 2025. 

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

Your Phone Care service will be carried forward to the new mobile plan. You are not required to pay back the upfront payment for the Phone Care service.  

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

1. You can either keep your Phone Care coverage on your original device (registered device) or transfer it to your newly purchased device.  
2. If you choose to transfer, the Phone Care on your originally registered device will be deactivated and a new Phone Care will be activated for your new device. The new Phone Care will be subject to subscription fees based on the new device’s RRP (recommended retail price), as outlined in “Subscription Fee” table.  
3. If you choose to keep Phone Care on the original registered 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 as it is, under the new mobile number.  

20. Will Phone Care accept a device under a Swap Only plan if the device IMEI cannot be retrieved? 

For situations such as device cannot be switched on or device is burnt beyond recognition, we will accept based on the same make and model to the original enrolled device and upon verification that the swap 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 device, we will be able to unblock your IMEI and cancel the service request. However, if you have accepted the replacement device, you are required to 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 our 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.