Prepaid Fibre Support and FAQs

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Managing Your Prepaid Fibre Service

Managing Your Prepaid Fibre Service – Self Service Features

Once you log into your Prepaid Fibre Portal profile, you will have access to a wide range of convenient self-service tools to help you manage your Prepaid Fibre service with ease. These include: 

  • Update your cellular number / login number
  • View or change your WiFi password
  • Access your EasyPay number for making payments
  • Make secure online payments via PayFast
  • Change your plan, upgrade to a faster speed or downgrade to a lower speed option
  • Update your contact details
  • Reorder your service if it has been suspended
  • Log incidents or queries 24/7 using the self-service tool (e.g., logging a payment dispute, reporting a slow line, reporting your fibre line down, etc.), eliminating the need to call the call centre 

These features give you full control of your Prepaid Fibre service anytime, anywhere, with quick and seamless support at your fingertips.  

How do I check if I am in the Prepaid Fibre coverage area?

To check whether your address falls within the Prepaid Fibre footprint, visit the Prepaid Fibre website at www.vodacom.co.za/fibre/prepaid and use the coverage checker. Enter your address to see if you qualify for a Prepaid Fibre service. 

  • If your address is covered, you will be directed to the Prepaid Fibre product catalogue.
  • If your address is not covered, you will be guided to submit a request for a call centre agent to contact you for further assistance. 

Please note that Prepaid Fibre coverage is currently available only in selected suburbs and towns nationwide. 

How do I apply for the prepaid fibre product?

You can apply for Prepaid Fibre through multiple convenient channels: 

  • Online via the Prepaid Fibre Portal 
    After completing the coverage check on www.vodacom.co.za/fibre/prepaid, if your address falls within the Prepaid Fibre footprint, you will be directed to the product catalogue page. 
    From there:
    1. Select the Prepaid Fibre product that best suits your needs.
    2. Continue with the guided online self-service journey.
    3. A profile will automatically be created for you on the Prepaid Fibre Portal.
    4. Complete the required payment for installation and activation to proceed. 

Once your profile is set up, you will have a registered account that you can log into at any time to track your service, manage your account, and access self-service features. 

  • Call Centre: Contact 082 1904 for assistance. Vodacom Store: Visit any Vodacom Store for in person support. 

What are the payment options?

We have two options to get you connected, namely: PayFast and EasyPay.  

  • For Once-off, you can use both PayFast and EasyPay.  
  • For monthly recurring access, you can only use PayFast.

No contracts & no installation fees

"No contract" means you forget about lengthy contracts. Choose between a once-off purchase or set-up an automatic monthly renewal for uninterrupted service.

You will enjoy the convenience of free installation and a powerful router that can connect up to 10 devices simultaneously. 

Fibre Installation

Once you have ordered your Prepaid Fibre service and completed the payment, your installation will be assigned to our technical team for activation. 

A technician will visit your premises to install the fibre line and provide an integrated, WiFi enabled ONT (Optical Network Terminal), should there not be an existing installation and WiFi enabled ONT at the premise. 

After successful payment, installation and activation typically take 7 to 14 days. 

You can track the progress of your installation at any time using the Installation Tracker on the Prepaid Fibre Portal. You can also log follow up requests or submit any service-related queries using the self-service features available on the portal. 

Cancelling Your Vodacom Prepaid Fibre Service

Cancelling your Vodacom Prepaid Fibre service is easy. Because the service is prepaid and not contract based, you can cancel at any time simply by not making a payment for the next month. 

  • If no payment is received, your service will automatically move into a suspended state, with no penalties or cancellation fees.
  • You will have 60 days to make a payment if you wish to reactivate your service.
  • If no payment is made within the 60day period, your service will be terminated. Should you wish to use Prepaid Fibre again, you will just need to reapply. 

Moving Home

If you are moving to a new home, you will need to apply for the Prepaid Fibre service at your new address. This can be done via the prepaid fibre portal by placing a new order at the new address.

  • If your new address is within the Prepaid Fibre footprint, it will be treated as a new installation.
  • A technician will install the fibre line and provide an integrated, WIFI enabled ONT at your new premises, should there not have an existing installation and integrated WIFI enabled ONT at the new premises.
  • The device installed at your old address will remain there.There are no installation charges or cancellation fees associated with moving. 
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Prepaid Fibre Support

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Prepaid Fibre Support

Get the most out of your Prepaid Fibre connection. Find out everything you need to know about getting connected, managing your account and profile and unlock ultra fast speeds with uncapped internet.
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How to Check Fibre Coverage Areas

Check if your area has coverage.

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How to Apply for Fibre

Find out how to apply and what your payment options are.

 

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Managing and installing your Prepaid Fibre

Track your installation and manage your fibre easily.

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Moving Homes or Cancelling Fibre

Cancel or move fibre – quick and easy.

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Prepaid versus Postpaid Fibre

Find out which option is best for you.

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Prepaid vs postpaid fibre

Frequently asked questions.

When will my installation take place?
  1. After your payment is successful.
  2.  Confirm the status of your order on the Self-Service dashboard, it should be Awaiting Installation.
  3. An installer from Vumatel will call you within 5-10 working days to schedule an installation appointment.
After Installation, when will my service be active?
  1. Your service should be active almost immediate to an hour after installation is completed
  2. If it is not active, please wait at least 24 hours for the service to activate.
  3. After 24hrs, log a request our Support team to get you service activated
How do I request for refund
  1. Log a request for a refund on Self-Service portal
  2. Prepare to submit your Proof of Payment and Proof of Banking details upon request.
  3. After Approval, please allow for 14 working days for your refund.
     
How do I Reactivate service if my service is Suspended?
  1. Check your order status on the Self-Service portal to confirm if your service is Suspended
  2. To reactivate, just make a payment via Easypay or Payfast
  3. Your service should be re-activated within 0-24 hours.
How do I Reactivate service if my service is Cancelled?
  1. Place an order for a new service.
  2. Follow the progress of your order status on your Self-Service portal.
  3. Your service should be re-activated after a successful payment on condition that the device is still in working order."
What do I do when my network connection is down
  1. Call 082 1904.
  2. Provide your address so that we will know where the fibre link is down.A Fault will be logged on your behalf and you will be given feedback on the status of your network.
     
How do I complete my profile on Self Service Portal
  1. Log into the prepaid Self-Service portal using your Phone Number and an OTP will be sent to you.
  2. Click Manage Profile
  3. Click Update My Personal Details and update your personal details.
How do I log into the Self Service Prepaid Portal
  1. Log into the prepaid portal using your Phone Number and OTP will be sent to you.
  2. Insert the OTP provided and Log in
  3. View Manage Profile

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    Home Internet Troubleshooting Guide

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    Home Internet Troubleshooting Guide

    Step 1: Is Your Router Supported?

    Step 2: Are You in a Coverage Area?

    • Use your home address to check coverage using the following link Vodacom Coverage Map
      • Outside coverage: Service may not work.
      • Inside coverage: Continue to Step 3.
         

    Step 3: Restart & Reinsert SIM

    1. Disconnect all devices.
    2. Remove and reinsert SIM correctly.
    3. Test connection.
      1. If fixed, you're done!
      2. If not, go to Step 4. 

    Step 4: Set Network Mode

    How to Access Router Settings:

    1. Connect to router via Wi-Fi.
    2. Open browser and enter IP address based on your Router Model:
      1. S90 / X25 (5G): 192.168.0.1
      2. Alcatel HH72: 192.168.1.1
      3. Huawei B535: 192.168.8.1
    3. Log in (password on router sticker).

    Set Network Mode:

    RouterMode
    S90 (4G)Internet Function → Mobile Networks → 4G only
    X25 (5G)Internet Function → Mobile Networks → 5G only
    Alcatel HH72Settings → Mobile Data → 4G only → Apply → Home → Connect
    Huawei B535Network Settings → Mobile Networks → 4G only → Save
    1. Test connection.
      1. If fixed, you're done!
      2. If not, go to Step 5.

    Step 5: SIM PIN

    • Is your router SIM PIN enabled/ Is your Router SIM card locked with a PIN?
      • Remove it via router settings.
      • No SIM PIN? Continue to Step 6.

    Step 6: Account Status

    • Is your account paid up?
      • If not, settle your account.
      • If yes, continue to Step 7

    Step 7: Data Balance

    • Check your Home Internet data on Vodapay
      • If low, top up.
      • If enough and you’ve tried all these steps and still need help, reach out to us on 082 135. We’re here to assist!
         
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