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.

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: How to Upsize or Downsize Your SIM Card to Fit Any Mobile Device

One size doesn’t fit all when it comes to SIM cards and mobile devices. For example, a Micro SIM card will not fit in an iPad or iPhone because these devices are only compatible with the smaller Nano SIM cards.

Mobile devices use one of three types of SIM cards: Standard SIM cards, the smaller Micro SIM cards and the even smaller Nano SIM cards. Depending on your device, you have to either up-size or down-size your SIM card.  There are two ways to do this:

  • You can use a SIM card adapter to up-size a Nano SIM card to a Micro or Standard SIM card and a Micro SIM card to a Standard SIM card.
  • A Standard SIM card can be down-sized to either a Micro SIM card or a Nano SIM card by taking it to your nearest mobile phone store to have it cut.
Q: What can I do with a Dual-SIM smartphone?

Dual-SIM smartphones rock! You can use one device to make and receive calls from two different numbers, or each SIM can be used for a different purpose. Use one SIM for voice calls and the other for data services like internet browsing, social media, WhatsApp and music streaming. Different bundles, different benefits in one device. Please refer to your device’s manual to find out more about assigning different functions to each SIM card.

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 then 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: Please can you explain data for tablets, computers, laptops, modems and routers?

Data is required to browse the internet, download apps, use social media (like Facebook and Twitter), stream videos and music, or send and receive emails. To put it simply, if you are doing any of these things while not connected to a Wi-Fi hotspot then you are using mobile data. Data is used from your data bundle or billed at out-of-bundle rates depending on your chosen plan.

If you have a device that can connect to a mobile network then all you have to do is purchase a data bundle. As a guideline, these devices will have a SIM card slot.

If your device doesn’t have a SIM card slot, it means that you can only connect to a Wi-Fi hotspot. In this case, you will need a modem or router, a SIM card and a data bundle.

For further information and advice, please get in touch with one of our Customer Care consultants.

Q: Please can you explain data for mobile phones?

Data is required to browse the internet, download apps, use social media (like Facebook and Twitter), stream videos and music, or send and receive emails. To put it simply, if you are doing any of these things while not connected to a Wi-Fi hotspot, then you are using mobile data. Depending on your chosen plan, data is used from your data bundle or billed at out-of-bundle rates.

Q: How is data calculated?

Data is measured in Megabytes (mb or MB) and Gigabytes (GB): 1000 MB = 1 GB

Data can be quite costly when used at out-of-bundle rates and can add a nasty surprise to your bill. Therefore, it’s important to determine how much data you need upfront so that you can purchase an appropriate bundle.

For further information and advice, please get in touch with one of our Customer Care consultants.

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

Each network has their own Out-of-Box Failure (OBF) policy:

Vodacom – 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.

MTN – your device will be replaced or repaired within 10 days of receiving it. You can take the faulty device to your nearest MTN store or contact MTN Customer Care.

Telkom – your device will 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 devices will not be replaced or repaired if damaged due to negligence.

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 would I use an SMS Bundle for?

SMS bundles are a great way to save money if you frequently send SMS messages to your friends, family and colleagues. In-bundle SMS rates are cheaper than standard SMS rates. Once the allocated bundle SMS amount has been used up, SMS messages will be charged at the standard SMS rates.