Vodacom (SA & Tanzania)

Vodacom (South Africa)

• Aitahealth

• School Management

• Stock Visibility Solution

• Connected Farmer

Vodacom (Tanzania)

• mVaccination_Swahili

1.

How to log calls with Vodacom? 

Follow the support call process in the diagram below to log issues with the Vodacom contact Centre:

Issues logged above will be resolved based on the flow of the diagram below:

Open

Channel Partner_Vodacom

A channel partner is a company that partners with a manufacturer or producer to market and sell the manufacturer's products, services, or technologies.

Issues Handled by Second Line Support

All faulty device and Sim related issues (Also explained on  Support Procedures and Levels)

Vodacom process and service delivery document for SVS users:

Sim-card related Issues


What happens next?

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:

Vodacom Contact Partners

Vodacom Contacts

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

1.

Email Authorization

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.

 2.

WASPs Services Blocking

Contact 1940 to obtain email or fax number information for the form below:

3.

Vodacom Spend Manager

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.

More support on Spend Manager can be requested through: Tel: +27 (0) 10 492 0668 or Email: support@spendmanager.co.za

4.

Blacklisting and un-blacklist of the device

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.

Please fill in the form below and email to: GPGov@vodacom.co.za

5.

Repairs Process and outlets

Please open/ click on the document (In green) to view the

First point of Contact is GPGov@vodacom.co.za for the below requests and you will get the Service Request reference for easy follow up.

This SR is attached to the turnaround time assigned per specific customer’s request. Below are some tasks that managed fromGPGov@vodacom.co.za Desk.

6.

Puk/ Pin code Issues

Namhla Mboya is the Vodacom contact person for such queries

Contact her on details to your right.

Vodacom support contact

7.

SVS Support Process

What to do when my sim card was simswop at Vodacom, but it still give the "Not registered on Network" message?

Ask the end-user to perform a manual location update:

• Switch the phone off, remove the SIM card from the device.

• Re-insert the SIM card and turn the device on again.

• Do a manual network location update by selecting network selections and change to manual - then choose MTN or Cell C - this will fail - then go back and choose Vodacom.