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 new SIM card is automatically activated.

  • Once your new SIM is activated, you will receive a welcome SMS with the new cellphone number.
  • If the auto activation fails within one hour of inserting the SIM, switch your device off and back on to check if activation occurred. You will receive an SMS informing you to dial 100.
Q: Do I need to RICA my Vodacom SIM?

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

Q: What is my new phone number?

You will receive a welcome SMS with your new cellphone number once your SIM is activated.

Q: How long does delivery take?

Your package will be delivered within 3 to 5 working days (excluding weekends and public holidays).

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

Please contact RAM Couriers on 0861 726 726 and provide your reference number to follow up on delivery.

Q: How do I check my balance?

Simply dial *111# for balance enquiries.

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: What is a Contract Protector?

Contract Protector covers your monthly subscription up to a certain value per month in the event of death, disability or retrenchment. This cover is only for contract holders between the ages of 18 and 70 years.

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: What are Anytime Minutes?

Anytime Minutes are minutes that can be used at any time night or day, on any day of the week.

Q: What are Off-Peak Times?

Off-peak times are from 20:00 to 07:00.

Q: Why can’t I make calls?

No need to stress, it's usually a quick fix. This should help you out:

  • Check that your cellphone has signal
  • The number you are dialling must be a valid number
  • If you're on Prepaid, check that you have enough airtime
  • 'No barring' for outgoing calls must be activated on your cellphone
  • Test your SIM card in another device
  • Test your device with another SIM card as well
  • If all else fails, please call Customer Care on 082 111, FREE from your Vodacom cellphone.
Q: Why can’t I receive calls?

No problem. This should help you out:

  • Check that you have signal
  • Set 'no barring' for incoming calls
  • Check that the ringing volume is not on silent
  • Your phone should not have diverts redirecting calls to another number
  • If the problem continues, it could be that your phone number does not correspond with the SIM number on your SIM card, or that the cellphone is blacklisted. Please call Customer Care on 082 111, FREE from your Vodacom cellphone.
Q: What is a call limit?

Call limits help you manage your expenses by placing a voluntary limit on your account. If you’re a new Contract customer, you’ll have a mandatory limit for the first seven months of your subscription. You can also choose to set a voluntary limit that’s either permanent or temporary.

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 whenever you run out.

Q: I have signed up for a Vodacom upgrade, however my bill is higher than the monthly amount stated on the deal?

Kindly note that all Vodacom upgrades are subject to a once-off admin fee of R150. This fee is required once every 2 years upon upgrading your Vodacom contract.

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

You have 14 working days from the date of delivery to cancel the contract. If the deal came with a mobile device, kindly contact us to arrange collection and cancellation on 086 123 6666. If you upgraded without a new device, you can cancel at any time during the month in which you purchased the deal or within 14 days into the new month. 

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

Your device will be replaced or repaired within 7 days of receiving it. You can take the faulty device to your nearest Vodacom store or contact Vodacom Customer Care to arrange collection. Please note that the device will not be replaced or repaired if it is damaged due to negligence.

Q: I can’t find what I’m looking for here. What should I do?

For more Vodacom FAQ’s, please visit: http://help.vodacom.co.za/personal/home.

Q: How do I activate my SIM Card?

Your new SIM card is automatically activated.

  • Once your new SIM is activated, you will receive a welcome SMS with the new cellphone number.
  • If the auto activation fails within one hour of inserting the SIM, switch your device off and back on to check if activation occurred. You will receive an SMS informing you to dial 100.
Q: Do I need to RICA my Vodacom SIM?

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

Q: What is my new phone number?

You will receive a welcome SMS with your new cellphone number once your SIM is activated.

Q: How long does delivery take?

Your package will be delivered within 3 to 5 working days (excluding weekends and public holidays).

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

Please contact RAM Couriers on 0861 726 726 and provide your reference number to follow up on delivery.

Q: How do I check my balance?

Simply dial *111# for balance enquiries.

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: What is a Contract Protector?

Contract Protector covers your monthly subscription up to a certain value per month in the event of death, disability or retrenchment. This cover is only for contract holders between the ages of 18 and 70 years.

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: What are Anytime Minutes?

Anytime Minutes are minutes that can be used at any time night or day, on any day of the week.

Q: What are Off-Peak Times?

Off-peak times are from 20:00 to 07:00.

Q: Why can’t I make calls?

No need to stress, it's usually a quick fix. This should help you out:

  • Check that your cellphone has signal
  • The number you are dialling must be a valid number
  • If you're on Prepaid, check that you have enough airtime
  • 'No barring' for outgoing calls must be activated on your cellphone
  • Test your SIM card in another device
  • Test your device with another SIM card as well
  • If all else fails, please call Customer Care on 082 111, FREE from your Vodacom cellphone.
Q: Why can’t I receive calls?

No problem. This should help you out:

  • Check that you have signal
  • Set 'no barring' for incoming calls
  • Check that the ringing volume is not on silent
  • Your phone should not have diverts redirecting calls to another number
  • If the problem continues, it could be that your phone number does not correspond with the SIM number on your SIM card, or that the cellphone is blacklisted. Please call Customer Care on 082 111, FREE from your Vodacom cellphone.
Q: What is a call limit?

Call limits help you manage your expenses by placing a voluntary limit on your account. If you’re a new Contract customer, you’ll have a mandatory limit for the first seven months of your subscription. You can also choose to set a voluntary limit that’s either permanent or temporary.

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 whenever you run out.

Q: I have signed up for a Vodacom upgrade, however my bill is higher than the monthly amount stated on the deal?

Kindly note that all Vodacom upgrades are subject to a once-off admin fee of R150. This fee is required once every 2 years upon upgrading your Vodacom contract.

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

You have 14 working days from the date of delivery to cancel the contract. If the deal came with a mobile device, kindly contact us to arrange collection and cancellation on 086 123 6666. If you upgraded without a new device, you can cancel at any time during the month in which you purchased the deal or within 14 days into the new month. 

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

Your device will be replaced or repaired within 7 days of receiving it. You can take the faulty device to your nearest Vodacom store or contact Vodacom Customer Care to arrange collection. Please note that the device will not be replaced or repaired if it is damaged due to negligence.

Q: I can’t find what I’m looking for here. What should I do?

For more Vodacom FAQ’s, please visit: http://help.vodacom.co.za/personal/home.