For all sim card related issues such as Simswaps, Faulty sims, sim replacements kindly send an Email with your request on the departments letterhead to the relevant Vodacom email contact as listed below.
You will receive an automated response from Vodacom with a reference number as well as frequent updates via email with the status of your request until the matter has been resolved.
Please use the email that correspond to your particular product from the list below:
The Following Items will be handled by the Second Line support Members:
Mobile Application Related Issues
Web Portal Related Issues
Faulty Mobile device troubleshoot
Faulty Laptop/tablet troubleshoot
Check if Mobile data is active and working
Ensure devices are able to connect to Internet
Simswaps & Rica process (More details are found below)
Troubleshoot Web-portal setup
Device and Sim Blacklisting/ Unblocking (See Blacklisting process below)
Internet Bundles Check
WASP services Checks and removal (See Wasps process below)
APN Checks and blocking
Signal strength Investigations if User struggle getting signals on regular basis
Signal Strength Investigations if Internet Provider signals are faulty
Device Reboot in Order to reset faulty or freezing application
Escalation to Third line Support
Vodacom's procedures and Documents
Certain Sim and Device Issues
Description and Process to follow
Documents client will need to fill and Send To Vodacom/
The client must send Vodacom a completed form, an official letter & a copy of the ID requesting & authorizing that requests received by the administrator be dealt with via e-mail requests. A signed company letter per request will no longer be required. This requirement is essential to meet all SLA’s. Vodacom will load such authorizations to the system for Pop Up Reminders.
This is a tool which can be accessed via a web-portal. Its assists the client to manage their own accounts to an extent. The following functions can be performed, locking/ unlocking of lines, call limits, activation/ de-activation, cellular Profile, example pin & puk, IMEI can found. Re-assigning of lines between users and SIM Swaps function.
In case of a device loss the client is requested to call 1940 for their line will be locked, immediately subject to authentication. This will prevent unauthorized use of the SIM Card. Case number will be required for blacklisting.
The same form may be used for un-blacklisting of the device too.