Device Replacement Program

This guide is intended to show the most common situations you may experience with your device. Not every situation is listed. If you find yourself in a situation not listed, please visit CTC for further assistance.

If your device experiences a manufacturing defect, you have the following options:
 

Age of DeviceGuideline
Day 1-30The device will be replaced at no cost.
Month 2-12The device will be replaced with a Certified Like-New  Replacement at no cost (a like unit or one of comparable quality).
 
Month 13+If you are enrolled in Total Equipment Coverage or Extended Warranty, your device will be replaced with a Certified Like-New Replacement at no cost (a like unit or one of comparable quality).

You may purchase a Certified Pre-Owned Replacement device if you have not purchased a Certified Pre-Owned Replacement device within the past 12 months.

You may purchase a new device at full retail cost.

If you have a 2-year contract, you may be eligible for an upgrade in month 20.

If your device is lost, stolen, or damaged (including a cracked or bleeding display), you have the following options:
 

  • If you are enrolled in Total Equipment Coverage or Wireless Phone Protection, you can file an insurance claim with Asurion. Visit the Asurion Website or Call Asurion Customer Service at (888) 881-2622.

  • You may upgrade to a new device
    • If you have a 2-year contract, you may be eligible for an upgrade   in month 20.
  • You may purchase a Certified Pre-Owned Replacement device if you have not purchased a Certified Pre-Owned Replacement device within the past 12 months.
  • You may purchase a new device at full retail cost.

If you have a lost or stolen device and have Total Equipment Coverage and the Mobile Recovery application, please visit www.MyMobileRecovery.com before you suspend your service.

Troubleshoot Your Device

The first step to determining whether you qualify for a Certified Like-New Replacement or Certified Pre-Owned Replacement device is to troubleshoot.
 

  • Please call (866) 406-5154 from a phone other than the one you’re experiencing a problem with (toll-free from a landline phone) and we'll diagnose the issue with you right over the phone.
  • You may also visit CTC to diagnose and address the problem with your device.

Certified Pre-Owned Devices are now available with new two-year or one-year agreements for eligible customers. Learn more