FREQUENTLY ASKED QUESTIONS
Phone & SIM Security
If my phone is stolen must I blacklist and SIM lock it?
Yes, to save guard yourself from any bill shocks and any fraudulent activities that may be done from your SIM card, you should do both
- Blacklisting your phone will disconnect it from all networks
- Locking the line (SIM card) will prevent fraudulent activities
The worst case scenario could be that the phone is used for criminal activities, so locking and blacklisting is best.
How do I blacklist a lost or stolen cellphone?
To blacklist a lost or stolen cellphone, call Customer Care on 082 135, FREE from a Vodacom cellphone.
Please note: If you don’t have another Vodacom number with you, simply call us from any other cellphone or landline, however normal call rates will apply.
What do I require to blacklist my device?
- Last date and cellphone number used with the stolen device
- Name, Surname and ID Number
- Device serial number (IMEI)
- Device make and model
Complete the form below and take it to your nearest store.
Download the blacklisting form here.
How do I unblacklist my cellphone?
To unblacklist your recovered device, please complete and return the form below. Contact details are included.
Please include all requested information and documentation.
Download the unblacklisting form here
How do I lock/unlock my SIM card?
To have your SIM card locked or unlocked call Customer Care on 082 135, FREE from a Vodacom cellphone.
You can request to have your SIM card locked for either of these two reasons:
- Your SIM card has been stolen or lost
- Someone else is using your SIM card, or you want to limit your usage
Full locking a stolen SIM card (hard lock)
- A full lock is activated when you lock your SIM card for both incoming and outgoing calls.
- If your phone gets stolen or you lose your SIM card you can have your SIM card locked.
Locking your SIM card (soft lock)
- A soft lock is when outgoing calls are barred.
- You can request your line to be locked as a “customer special request”.
This is when you requests to have outgoing calls barred because someone else is using or going to use your handset or you want to limit your usage.
How will I know if my cellphone is blacklisted?
You will know when your cellphone is blacklisted and can be identified when the following happens:
- You will hear a three-tone beep when attempting to make a call.
- When receiving a call, the phone will ring once and then display a missed call message on the screen.
- A blacklisted phone can only make calls to the 112 emergency services.
How do I blacklist a lost or stolen cellphone?
To blacklist a lost or stolen cellphone, call Customer Care on 082 135, FREE from a Vodacom cellphone.
Alternatively you can also chat to one of our friendly agents to guide you through the process.
Please note: If you don’t have another Vodacom number with you, simply call us from any other cellphone or landline, however normal call rates will apply.
What is cellphone blacklisting?
Blacklisting prevents your cellphone from being used on any other network if it's lost or stolen.
Prevent your lost or stolen cellphone from making and receiving calls.
Avoid being held accountable for a cellphone bill which was accumulated fraudulently.
What is phishing?
This is a method used by fraudsters to gather personal information from unsuspecting victims using fraudulent SMS (text), e-mail and other online messages or website postings. Phishing is the most popular way of deceiving individuals into disclosing their information – including identity and bank account details, passwords, pins and usernames.
Typically, fraudsters claim to represent reputable and trusted sources – service providers, banking institutions or retailers for example. Although there are many variations, the fraudulent messages often contain a request to provide, verify or update personal information.
Common characteristics of phishing
The techniques and variations on this theme are ever-evolving and virtually endless. Earlier phishing attempts were easy to spot because of tell-tale signs such as spelling errors and poor grammar but, today, fraudsters have refined their skills, becoming more sophisticated and professional.
It has lately become almost impossible to tell the difference between legitimate and fraudulent messages. But, there are clues. Look out for the following:
- Unsolicited requests for personal information
- The need for ‘urgent’ action or insistence upon a response by a deadline
- Exaggerated claims, guarantees or promises
- How can I avoid falling for a phishing scam?
It’s true that it’s becoming increasingly difficult to spot and avoid these scams, but here are some tips on how to avoid being caught:
- Be informed and understand the dangers of phishing
- Be sceptical of requests for your personal information and you’ll stand a better chance of resisting the bait
- Remember that reputable companies, Vodacom amongst these, will never ask you to share your account information, password, pins or any other personal information via SMS, e-mail or telephonically. This includes authentication questions that you may be asked by an agent
- If you doubt the legitimacy of a communication, contact the source directly and ask the question
If I have responded to a phishing scam, what should I do? - If you suspect that you have responded to a phishing attempt, contact your service provider, bank or retailer to report the attempt and request that they monitor or block your account. Also change your username and passwords immediately where applicable.
Remember to also spread the word and warn your family and friends about the scam.