FAQ's

What’s On Your Mind?

FAQ's

What’s On Your Mind?
FAQ’s
What’s On Your Mind?

Q: How do I activate my SIM Card?

Your SIM card will be activated automatically within 24 to 48 hours after delivery. You will receive a confirmation SMS once your SIM has been activated. Please note that this is not applicable on weekends. For example, your SIM will not be activated on Saturday or Sunday if you received it on Friday.

Q: I received an SMS confirming that my SIM is activated, so why am I still not getting a signal from the network?

Please switch off your device and remove the SIM card. Wait 5 seconds, reinsert the SIM card and then switch your device back on. You should now be able to connect to the network.

Q: What is my new phone number?

You will receive an SMS with your new phone number once your SIM card has been activated.

Q: Do I need to RICA my Telkom SIM?

No, you are not required to RICA the SIM card. This is done automatically upon delivery.

Q: How long does delivery take?

Your package will be delivered within 7 to 14 working days (excluding weekends and public holidays).

Q: I am waiting for my deal to be delivered. Who can I contact?

Please contact our courier services provider, DSV, on 011 671 9500 and provide your reference number to follow-up on delivery.

Q: How do I check which Telkom Mobile Plan is linked to my SIM?

To identify the mobile plan linked to your SIM card/s, simply dial *188# or call 081 180 once your SIM has been activated.  You’ll then receive an SMS clearly stating your chosen mobile plan and inclusive monthly benefits. If you’re still unsure, please contact Mondo Customer Care on 086 123 8888 for further assistance.

Q: How do I check my balance?

It’s easy to get carried away with the amazing benefits of your Telkom mobile plan, but we wouldn’t want you to receive a surprise bill at the end of the month or disruption to your service. A handy tip to keep track of your usage is to simply save the number *188# to your contact list as “Telkom Balance Check”. Whenever you dial this number, an SMS with the balance on all your services will be sent to you.

Q: How do I upgrade?

Upgrading through Mondo is simple. You can either call our Customer Care team directly or select the deal you want, complete our short online application and one of our friendly Customer Care consultants will call you back.

Q: Can you please help me with my bill?

Kindly contact Telkom Customer Care on 081 180 for billing enquiries.

Q: How do I use two FreeMe SIM cards?

Each Telkom FreeMe SIM card gives you 3000 free Telkom-to-Telkom minutes every month! We know it sounds too good to be true, but it is. To make the most of this incredible offer, give one SIM card to the person you talk to the most. Each of you will then have 3000 free minutes per month to call each other, or anyone else with a Telkom mobile or landline subscription. And, if you want to spread the love, you can purchase additional Telkom FreeMe SIM cards for your friends and family by visiting www.buymondo.co.za to get them in on the conversation.

Q: What is CLI or Caller Line Identity?

Caller Line Identity or CLI lets you see who is calling you by displaying the number on your phone. It also allows other people to see that you are calling them. This makes it easy for you to screen your calls.

Q: How do I set up my router?

Telkom SmartBroadband and SmartInternet data plans come with either a fixed or mobile router. The great thing about these routers is that they connect wirelessly. To set up your router, simply insert your activated SIM card into the SIM slot on the device. Then simply plug in the router and connect to Wi-Fi by following the details found on the back of the device, which also includes the Network ID & Wi-Fi password. If you still aren’t sure, please refer to the device’s manual for more detailed installation instructions.

Q: How do I top up my account?

You can purchase airtime and additional bundles for data, voice minutes and SMS through the Telkom App (available for Android and iOS devices) or at your nearest Telkom or convenience store. You can also load airtime and bundles directly from your Banking App, or use FreeMe Boost by dialling *180#. Now that’s convenience!

Q: What does Open Line mean?

Open Line means you can access Telkom’s incredibly affordable out-of-bundle data, voice minutes, or SMS once your allocated amounts are depleted. To ensure you don’t receive any surprise bills or debits at the end of the month, you can contact Customer Care on 081 180 to set a usage cap or change your out-of-bundle limit.

Q: What are Top Up contracts?

Top Up means you are in complete control and will never be surprised by an unexpected bill or debit at the end of the month. You can purchase airtime and additional data, voice minutes and SMS bundles by downloading the Telkom App or by visiting your local supermarket or Telkom store.

Q: How do I check my coverage?

South Africa is a big, beautiful country with many places to explore. Although we never want you to be out of reach, certain areas do enjoy better coverage than others. Please check your coverage by visiting www.telkom.co.za to make sure you don’t get caught without a connection.

Q: What is All Network Data?

Telkom offers superb national network coverage, but there are times when the network may be unavailable. There’s no need to stress because all Telkom FreeMe mobile plans include All Network Data. This means you get the added benefit of roaming on MTN’s national network.

To set up All Network data, follow these three simple steps (menu options may vary by device or OS):

  • Go to Settings
  • Click on your Network Carrier (Telkom)
  • Select the Roaming option.
Q: International Calls

Got friends and family in other countries? Don’t be a stranger. You can call someone in another country if you are on a Telkom post-paid mobile plan. If you are a on a prepaid plan then please call Customer Care for assistance. Don’t forget, you can also make local and international voice calls over Wi-Fi using instant messaging apps such as Skype and WhatsApp.

Q: What is Telkom LIT_?

Your future is LIT_ with this game-changer from Telkom. Binge-watch your favourite TV series, catch up on the latest blockbuster movies and stream the hottest chart-topping music. Telkom LIT_ gives you dedicated monthly data for streaming music and video from the biggest and best service providers. These include Apple Music, Google Play and Simfy Africa for music and Netflix, Showmax and YouTube for videos. Please note that subscriptions to these paid services are not included in Telkom LIT_ plans.

Q: What is Telkom SmartBroadband Wireless?

Telkom LTE gives you lightning-fast internet to instantly turn your home into a fully connected Wi-Fi hotspot with download speeds of up to 90 Mbps. This is faster than any 3G connection on the market. You have the option of a SIM-only deal or a deal with an included router.

Q: What is Telkom SmartInternet?

SmartInternet offers you the best of both worlds. This post-paid data plan is available on a 24-month contract with a device or on a month-to-month SIM-only contract. All costs for out-of-bundle services like SMS and voice calls will be deducted from your account.

Q: When will my first subscription fee be debited from my account?

Your first bill will consist of a pro rata amount plus your full monthly subscription fee. This amount will be debited in the first month after activation. For example, if your mobile plan was activated in mid-September, you will receive your first bill in October. This bill will include the full subscription fee for October plus the pro rata amount from September.  The pro rata amount is calculated based on the number of days you enjoyed access to services between the sign-up date and the date of your first bill. In a nutshell, this amount is a portion of your full monthly fee.

Q: My device is not working! What do I do?

Your device will only be replaced or repaired within 5 days of receiving it. Please contact Mondo Customer Care on 086 123 6666 (Mon-Thurs, 08:00 – 18:00. Fri, 08:00 – 16:00). Please note that the device will not be replaced or repaired if it is damaged due to negligence.

Q: My SIM card has stopped working! What can I do?

First, test your SIM card in another device. If it’s still not working, kindly visit your nearest Telkom store to perform a SIM-swap.

Q: My phone has no network signal! What should I do?

If you have All Network Data included in your package, you also get MTN roaming coverage. This is automatically enabled, but if you experience a problem on your device, just follow these three simple steps:

  • Go to Settings
  • Scroll to Carrier/Network Carrier
  • Select the Automatic option
Q: How many free minutes do I have to call other Telkom numbers?

You have a fair usage policy of 3000 minutes per month to call other Telkom mobile and landline numbers. These minutes do not apply to numbers on other networks.

Q: How much free data do I have for WhatsApp, BBM and Viber?

You have a fair usage policy of 2GB of data per month to use on WhatsApp, BBM and Viber.

Q: I’ve changed my mind about the contract. Is there a “cooling off” period?

You have 7 working days from the date of activation to cancel the contract. Please note that you will be liable for the cost of the device and charged an early cancellation fee.

Q: Can I return my device?

The device will only be collected if it is sealed in its original packaging.

Q: What are my Self Service options?
  • Telkom Mobile Customer Care: 081 180
  • Balance check: *188#
  • Telkom website: telkom.co.za
  • Telkom Mobile Application: Available to download for iOS and Android.
  • Telkom FreeMe Boost: *180#
Q: I can’t find what I’m looking for here. What should I do?

For more Telkom FAQ’s, please visit: https://secure.telkom.co.za/today/help/personal/faqs/

Q: How do I activate my SIM Card?

Your SIM card will be activated automatically within 24 to 48 hours after delivery. You will receive a confirmation SMS once your SIM has been activated. Please note that this is not applicable on weekends. For example, your SIM will not be activated on Saturday or Sunday if you received it on Friday.

Q: I received an SMS confirming that my SIM is activated, so why am I still not getting a signal from the network?

Please switch off your device and remove the SIM card. Wait 5 seconds, reinsert the SIM card and then switch your device back on. You should now be able to connect to the network.

Q: What is my new phone number?

You will receive an SMS with your new phone number once your SIM card has been activated.

Q: Do I need to RICA my Telkom SIM?

No, you are not required to RICA the SIM card. This is done automatically upon delivery.

Q: How long does delivery take?

Your package will be delivered within 7 to 14 working days (excluding weekends and public holidays).

Q: I am waiting for my deal to be delivered. Who can I contact?

Please contact our courier services provider, DSV, on 011 671 9500 and provide your reference number to follow-up on delivery.

Q: How do I check which Telkom Mobile Plan is linked to my SIM?

To identify the mobile plan linked to your SIM card/s, simply dial *188# or call 081 180 once your SIM has been activated.  You’ll then receive an SMS clearly stating your chosen mobile plan and inclusive monthly benefits. If you’re still unsure, please contact Mondo Customer Care on 086 123 8888 for further assistance.

Q: How do I check my balance?

It’s easy to get carried away with the amazing benefits of your Telkom mobile plan, but we wouldn’t want you to receive a surprise bill at the end of the month or disruption to your service. A handy tip to keep track of your usage is to simply save the number *188# to your contact list as “Telkom Balance Check”. Whenever you dial this number, an SMS with the balance on all your services will be sent to you.

Q: How do I upgrade?

Upgrading through Mondo is simple. You can either call our Customer Care team directly or select the deal you want, complete our short online application and one of our friendly Customer Care consultants will call you back.

Q: Can you please help me with my bill?

Kindly contact Telkom Customer Care on 081 180 for billing enquiries.

Q: How do I use two FreeMe SIM cards?

Each Telkom FreeMe SIM card gives you 3000 free Telkom-to-Telkom minutes every month! We know it sounds too good to be true, but it is. To make the most of this incredible offer, give one SIM card to the person you talk to the most. Each of you will then have 3000 free minutes per month to call each other, or anyone else with a Telkom mobile or landline subscription. And, if you want to spread the love, you can purchase additional Telkom FreeMe SIM cards for your friends and family by visiting www.buymondo.co.za to get them in on the conversation.

Q: What is CLI or Caller Line Identity?

Caller Line Identity or CLI lets you see who is calling you by displaying the number on your phone. It also allows other people to see that you are calling them. This makes it easy for you to screen your calls.

Q: How do I set up my router?

Telkom SmartBroadband and SmartInternet data plans come with either a fixed or mobile router. The great thing about these routers is that they connect wirelessly. To set up your router, simply insert your activated SIM card into the SIM slot on the device. Then simply plug in the router and connect to Wi-Fi by following the details found on the back of the device, which also includes the Network ID & Wi-Fi password. If you still aren’t sure, please refer to the device’s manual for more detailed installation instructions.

Q: How do I top up my account?

You can purchase airtime and additional bundles for data, voice minutes and SMS through the Telkom App (available for Android and iOS devices) or at your nearest Telkom or convenience store. You can also load airtime and bundles directly from your Banking App, or use FreeMe Boost by dialling *180#. Now that’s convenience!

Q: What does Open Line mean?

Open Line means you can access Telkom’s incredibly affordable out-of-bundle data, voice minutes, or SMS once your allocated amounts are depleted. To ensure you don’t receive any surprise bills or debits at the end of the month, you can contact Customer Care on 081 180 to set a usage cap or change your out-of-bundle limit.

Q: What are Top Up contracts?

Top Up means you are in complete control and will never be surprised by an unexpected bill or debit at the end of the month. You can purchase airtime and additional data, voice minutes and SMS bundles by downloading the Telkom App or by visiting your local supermarket or Telkom store.

Q: How do I check my coverage?

South Africa is a big, beautiful country with many places to explore. Although we never want you to be out of reach, certain areas do enjoy better coverage than others. Please check your coverage by visiting www.telkom.co.za to make sure you don’t get caught without a connection.

Q: What is All Network Data?

Telkom offers superb national network coverage, but there are times when the network may be unavailable. There’s no need to stress because all Telkom FreeMe mobile plans include All Network Data. This means you get the added benefit of roaming on MTN’s national network.

To set up All Network data, follow these three simple steps (menu options may vary by device or OS):

  • Go to Settings
  • Click on your Network Carrier (Telkom)
  • Select the Roaming option.
Q: International Calls

Got friends and family in other countries? Don’t be a stranger. You can call someone in another country if you are on a Telkom post-paid mobile plan. If you are a on a prepaid plan then please call Customer Care for assistance. Don’t forget, you can also make local and international voice calls over Wi-Fi using instant messaging apps such as Skype and WhatsApp.

Q: What is Telkom LIT_?

Your future is LIT_ with this game-changer from Telkom. Binge-watch your favourite TV series, catch up on the latest blockbuster movies and stream the hottest chart-topping music. Telkom LIT_ gives you dedicated monthly data for streaming music and video from the biggest and best service providers. These include Apple Music, Google Play and Simfy Africa for music and Netflix, Showmax and YouTube for videos. Please note that subscriptions to these paid services are not included in Telkom LIT_ plans.

Q: What is Telkom SmartBroadband Wireless?

Telkom LTE gives you lightning-fast internet to instantly turn your home into a fully connected Wi-Fi hotspot with download speeds of up to 90 Mbps. This is faster than any 3G connection on the market. You have the option of a SIM-only deal or a deal with an included router.

Q: What is Telkom SmartInternet?

SmartInternet offers you the best of both worlds. This post-paid data plan is available on a 24-month contract with a device or on a month-to-month SIM-only contract. All costs for out-of-bundle services like SMS and voice calls will be deducted from your account.

Q: When will my first subscription fee be debited from my account?

Your first bill will consist of a pro rata amount plus your full monthly subscription fee. This amount will be debited in the first month after activation. For example, if your mobile plan was activated in mid-September, you will receive your first bill in October. This bill will include the full subscription fee for October plus the pro rata amount from September.  The pro rata amount is calculated based on the number of days you enjoyed access to services between the sign-up date and the date of your first bill. In a nutshell, this amount is a portion of your full monthly fee.

Q: My device is not working! What do I do?

Your device will only be replaced or repaired within 5 days of receiving it. Please contact Mondo Customer Care on 086 123 6666 (Mon-Thurs, 08:00 – 18:00. Fri, 08:00 – 16:00). Please note that the device will not be replaced or repaired if it is damaged due to negligence.

Q: My SIM card has stopped working! What can I do?

First, test your SIM card in another device. If it’s still not working, kindly visit your nearest Telkom store to perform a SIM-swap.

Q: My phone has no network signal! What should I do?

If you have All Network Data included in your package, you also get MTN roaming coverage. This is automatically enabled, but if you experience a problem on your device, just follow these three simple steps:

  • Go to Settings
  • Scroll to Carrier/Network Carrier
  • Select the Automatic option
Q: How many free minutes do I have to call other Telkom numbers?

You have a fair usage policy of 3000 minutes per month to call other Telkom mobile and landline numbers. These minutes do not apply to numbers on other networks.

Q: How much free data do I have for WhatsApp, BBM and Viber?

You have a fair usage policy of 2GB of data per month to use on WhatsApp, BBM and Viber.

Q: I’ve changed my mind about the contract. Is there a “cooling off” period?

You have 7 working days from the date of activation to cancel the contract. Please note that you will be liable for the cost of the device and charged an early cancellation fee.

Q: Can I return my device?

The device will only be collected if it is sealed in its original packaging.

Q: What are my Self Service options?
  • Telkom Mobile Customer Care: 081 180
  • Balance check: *188#
  • Telkom website: telkom.co.za
  • Telkom Mobile Application: Available to download for iOS and Android.
  • Telkom FreeMe Boost: *180#
Q: I can’t find what I’m looking for here. What should I do?

For more Telkom FAQ’s, please visit: https://secure.telkom.co.za/today/help/personal/faqs/