Support Centre
ZTE Australia values our customers & we are here to provide support.
Our Customer Care Lines are open Monday to Friday from 10AM to 6PM AEST.
Customer Care Call Centre
To talk directly to a ZTE Customer Care Representative please call: 1300 789 475
To reach out to ZTE over email please send your enquiry to mobile@zte.com.cn with all the following details provided as a minimum to avoid any delays.
- Your Full Name,
- Your best contact number,
- Your Email Address,
- Your Post code / State (minimum address requirement),
- ZTE or Channel Model Number,
- Detailed issue description,
- Where you purchased the device from,
- When you purchased the device,
Data Device Security Vulnerability Submission
To report any Security Issue or Software Bug that you have found in one of our CPE (Consumer Premises Equipment – ie Modem, router) or MBB (Mobile Broadband – ie Mobile Hotspot) data devices, you need to provide all the required infromation to the ZTE PSIRT Team.
ZTE Product Security Incident Response Team (PSIRT) receives, handles, and discloses security vulnerabilities related to ZTE’s products and solutions, and is the channel to disclose vulnerability information. The PSIRT is also responsible for formulating ZTE’s security incident management policy and security incident solution, analyzing vulnerabilities and patches released by system software providers and security organizations, and responding and handling security incidents released by customers, security organizations, or individuals.
ZTE encourages cybersecurity researchers and industry organizations to report security vulnerabilities related to ZTE products. ZTE PSIRT will follow industry standards such as ISO/IEC 30111 and ISO/IEC 29147 to handle received security vulnerabilities.
Click the following link to be taken to the ZTE PSIRT Security Vulnerability Submission page (global) and follow the instructions there to fill in the template document with all the required information. Remember to state clearly that the device you are reporting for is from the Australian market and its model number locally.
Downloads
Visit our downloads page for all our devices released in Australia. Abuse of these files or linking from external sites will result in application of a IP Address filter so please don’t post any file links from this site to any other sites.
Return Process
For warranty and non warranty claims, products should be returned directly to the place of purchase. The store will be able to advise you of the repair process.
For Telstra or Boost branded devices, visit your local Telstra Store or dealer or return to your place of purchase.
For Optus branded devices, visit your local Optus Stores or Call Optus Service at 13 39 37.
For ZTE branded devices, it depends on the device type and model and where you purchased the device from. The only and correct process is to return to your place of purchase. They will then be able to provide the required support and deal with any faults / issues back into their supply channel.
If you have an issue with a NBN Modem / Router or a 5G CPE device, then return to the network vendor that you purchased the device from for their support service and processes. Exetel, Superloop and Optus handle all their own support for our home routers.
If you have either the AXON 20 or RedMagic 6 Pro handsets, contact our Authorised Service Centre QSL, check the QSL website for locations and details.
Accessibility
ZTE provides some specialised devices or features to assist people with accessibility issues. To check for hearing aid and visually impaired features please check the Accessibility Matrix document (Excel Spreadsheet) to see a table of supported features on each device. You can download the Accessibility Matrix document from our Downloads page linked above.
OUR COMPANY
ZTE Corporation is a global leader in telecommunications and information technology founded in 1985.
OUR PARTNERS
ZTE is proud to be partnered with Australia’s leading businesses through which our customers can experience our products & services.
OUR PRODUCTS
From the latest mobile devices to 5G mobile and accessories our products offer great user experiences to enhance your life.
Frequently Asked Questions
How do I get Support?
For General Support from ZTE Customer Care, from within Australia call 1300 789 475 Monday to Friday 10am – 6pm Australian Eastern Standard Time, or, email them at mobile@zte.com.cn
Remember that you need to provide all the required information that is listed above to obtain support.
How do I report security issues or software bugs I have found on my Data device?
If you think you have found a Security issue or Software bug on a ZTE Data device like a Home Modem / Router or MBB Mobile Hotspot device, then you click the following link to be taken to the ZTE PSIRT Security Vulnerability Submission page (global) and follow the instructions there to fill in the template document with all the required information.
Remember to state clearly that the device you are reporting for is from the Australian market and its model number locally.CLICK HERE TO MAKE A SUBMISSION TO THE ZTE PSIRT TEAM
How long will a data device be supported with updates?
From March 2026, Data devices will now have listed on their ZTE Australia webpage under the Security Update Notices section.
The information listed within the Security Update Notices section will contain an introduction, published dates for Security Vulnerability support periods for the device in question and the Security Vulnerability Submission brief information and link for submitting any Security Vulnerability issues that you find in the data device in question.
What do I do if my device having an issue and is resetting or shutting down?
First thing to try is to check if there is a update available for your device. Settings / System / Update and if there is an update available, do it. If there is still an issue after the update. Contact our ZTE Customer Care team with all the details on the issue and for yourself (Full name, contact details etc).
If you can’t get to that menu due to the device behaviour try long pressing the Power button (over 20 seconds) to perform a hard reset, or, if your device has a physical Reset button, press that as per the User Guide / Quick start Guide for your device.
What information do I need to provide to the ZTE Customer Care Team if I call the 1300 number or email them?
Include all the following details listed below. Provide as much detail as possible for the issue you are having including the frequency of the issue, your location when the issue occurs etc.
- Your Full Name,
- Your best contact number,
- Your Email Address,
- Your Post code / State (minimum address requirement),
- ZTE or Channel Model Number,
- Detailed issue description,
- Where you purchased the device from,
- When you purchased the device,
Our ZTE Customer Care team will then have all the required information to either respond directly or escalate to a local Australian based team member for assistance.
I have received an email message saying that my email to the support email address failed to be delivered?
If you send a email for support to our ZTE Customer Care email address and within a few minutes get a response that says the email failed or was not delivered then resend your email to the mobile@zte.com.cn support email address as it is possible you sent your email to the wrong email address by using .au instead of the .cn (for China).
You can also send the email to support@zte.com.au and that email address will forward to the ZTE Customer Care team as well as a copy locally to the Australian team who can then assist in your support. But remember to provide all the required details as any of those items listed are missing then it is difficult to provide support quickly.
I am thinking of travelling and taking my own phone with me. What should I do?
If you think you will take your phone with you then you need to understand what mobile networks are available in the locations you are travelling to and whether or not their networks are compatible with your ZTE Device.
The high end ZTE devices generally have many frequency bands, but the budget devices will likely have the frequency bands for either the carrier they are designed for or for Australian Carriers and the Technology used.
So use the Specification section on our webpage for your device and compare.
Compare against the frequencies and technology used in the locations you are going to visit. Google for mobile carrriers in the places you are visiting and then Google what frequencies they use in those carriers.
You might also find that the technology used locally is not the same standard so in some cases picking up a local cheap mobile device and SIM card is the best answer.
For example driving across the USA or visiting Japan or China depending on the carrier and technology they use.
If you are able to use your ZTE device where you are visiting you will need to let your mobile service provider know so they can enable International Roaming. Beware as there are higher costs then you pay for your local mobile service.
Ask for the prices and beware of data usage when overseas.
Use local Wi-Fi in hotels etc or get a local data SIM for WiFi hotspot use to avoid the high costs and unwanted bill shock when you get home.
You can also email our ZTE Customer Care team with all the required information and ask them if your device will work in the countries you are planning to visit. We suggest emailing for this question as it would take some time to put this information together and it would need to be done by the Australian team locally.
Are updates on my device important?
Updates on your device are extremely important and should not be ignored or skipped. The reason for this is that updates for any element of your device software are usually bug fixes or security updates and as such they are primarily for the continued protection of your personal data and the device itself.
If your device is a smart phone or Mi-Fi (portable Wi-Fi Hotspot), then there are updates for both the Operating System and Applications which require either you to accept the update or to ensure that you have the device set to automatically update the applications when connected to a charger and home or office Wi-Fi (to save mobile data for when you are mobile).
If you have a Home Gateway modem / router type of device, then the updates are all Operating System related.
In cases where the device is connected to a mobile network, the Operating System updates are sent by FOTA (Firmware over the Air) and the application updates are from Playstore using the main data connection in use at the time.
In the case where the device is an NBN Modem/router, then the Operating System update is provided by the NBN data connection from our update servers directly.
Users can check for updates for their own devices by navigating to the correct menu and checking for any updates themselves or following the prompts when they receive an Update is Available message.