FREQUENTLY ASKED QUESTIONS
Managing your contract
What happens if my contract expires and I don’t upgrade?
Can I switch to Prepaid and keep my number?
Can I change my price plan during my contract?
What's my contract end date and notice requirement?
Why is a number still active on my profile?
Can I keep my number after cancellation?
How do I handle deceased‑estate transfers?
My upgrade or contract details are incorrect. What should I do?
Why has my credit or reversal not reflected?
My billed usage appears incorrect — how is that possible?
I’m billed incorrectly for Fibre/Fixed Line — what should I check?
Why am I still billed after porting out?
My device financing or trade‑in amounts seem incorrect — why?
Why has my refund not yet been processed?
What happens if my contract expires and I don’t upgrade?
The contract moves to month‑to‑month. You keep your plan and can cancel or upgrade anytime with notice.
Can I switch to Prepaid and keep my number?
Yes. Complete the term or pay early cancellation fees, then migrate to prepaid after the 30‑day notice period.
Can I change my price plan during my contract?
Upward migrations are usually free; downward migrations may incur a fee.
What's my contract end date and notice requirement?
The end date appears in the Vodacom App. A 30‑day notice period applies.
Can I get a paid‑up letter?
Yes. It can be issued once the account is fully settled.
Why is a number still active on my profile?
This may be due to linked profiles, pending cancellations, or porting delays.
Can I keep my number after cancellation?
Yes. Request a prepaid migration or port the number out before closing the account.
How do I handle deceased‑estate transfers?
Submit required estate documents to Vodacom’s Deceased Accounts team.
For more information click here
Contact details:
- Email: [email protected]
- Subscriber collections:082 1946
- Customer care: 082 135
- Download deceased account form here.
My upgrade or contract details are incorrect. What should I do?
Log a formal dispute for investigation.
Why has my credit or reversal not reflected?
Credits may be delayed or may not have processed successfully.
My billed usage appears incorrect — how is that possible?
Background data usage by apps or the device may occur.
I’m billed incorrectly for Fibre/Fixed Line — what should I check?
Check for installation fees, duplicated billing, missing cancellations, or incorrect charges.
Why am I still billed after porting out?
Port‑out delays or incomplete processing may cause continued billing.
My device financing or trade‑in amounts seem incorrect — why?
Financing discrepancies or missing trade‑in credits may be the cause.
Why has my refund not yet been processed?
Refunds may be delayed or processed incorrectly.
Why didn’t I get pre‑notice of adjustments?
Notices are sent via SMS, email, or app notifications to registered contacts.
What are the working hours for sales/after‑sales?
Sales and after‑sales operate during business hours (Mon–Fri), with limited weekend support.
Contact 082 17844