Issues with your phone can be difficult to pin down because they could be caused by:
- the phone itself, eg not turning on, display issues, apps not updating
- the network, eg texts not sending or coming through, calls cutting off, wifi or internet not connecting.
Both your phone and network plan are covered by the Consumer Guarantees Act and must meet the guarantees in that law. For your phone, and other hardware like a modem, you may be able to get a refund, repair or replacement. The Consumer Guarantees Act still applies after your manufacturer's warranty has expired.
Faulty appliances and devices
Consumer Guarantees Act
Find how to complain to your phone or internet company and where to go for more help.
Steps to making a complaint
Who to contact
Who you talk to about the problem depends on where you bought the phone and what the problem is.
- bought the phone from the same place as your plan, they can help with both phone and network issues.
- bought your phone from a separate seller to your plan, talk to the retailer about issues with the phone, and the phone and internet company for issues with the network.
If you're not sure if it's a network or phone issue, try contacting your phone and internet company first and rule out a network issue before taking it to the retailer. You can also check for network problems on the company's website.