Frequently asked questions

Your most popular questions answered!

GENERAL

How do I get Vodacom Lesotho sim card?

You can buy Vodacom Lesotho sim card from any of our 9 Vodacom Centres nationwide.

How do I activate my account?

Insert your SIIM card into your cellphone

Dial 100 and then follow the voice prompts

How do I recharge?

• Option 1 – Call 100 free from your cell phone and follow voice prompts

• Option 2 – Dial 100*01*Recharge PIN# SEND from your Vodacom cell phone

• Physical vouchers – You can buy a voucher at any Vodacom approved outlet. The airtime value and PIN will be printed on the voucher

• Till Slip Voucher – You can buy a till slip voucher at any retailer displaying the Vodacom logo. The recharge value and pin will be printed on your slip

• ATM, Online banking recharges – Recharge your Prepaid account via an ATM or Internet banking with the following banks in Lesotho: FNB, Standard Bank, Nedbank.

• Mpesa Recharges – Dial *111# SEND from your cell phone, select option 4 for Mpesa then select either option 1 for Self or option 2 for Others

How do I Check balance?

• Dial *100# SEND or dial *111# SEND select 1 for balance

• Dial 100 then press 2 check when service expires

What is MyPhone?

This is a service that puts the power of self service in the customer’s hands, from the comfort of their own phone by accessing *111#SEND.

How do I send Please call me?

• Dial *140*number# SEND for free to send a Please call me



PREPAID

Prepaid *111# SEND

1. Balances

2. Buy bundles

3. Airtime Advance

4. M-Pesa

5. Self Service

What is Free Change?

• Allows you to change from one tariff plan to another. You can choose between Prepaid per

Second, Prepaid Anytime and Prepaid Standard.

• Contact our Call centre on 114 then select 4 for Prepaid queries and 3 for Free change or dial

*111# SEND and press 5 for Self-service then press 2 for Free Change.

What is Airtime Transfer?

• Allows you to transfer airtime to another Vodacom Lesotho Subscriber.

• Transfer by dialing *123*01*number*amount# SEND, then confirm by *123*02# SEND or cancel by *123*03# SEND.

What is Airtime Advance?

• With recharges not less than M20 for three months you qualify for an advance which is payable on the next recharge.

• Dial *111# SEND and select Airtime Advance.

• A standard service fee of M1.00 applies.



ROAMING

How do I activate roaming?

• For prepaid Dial *111# SEND select 5 for self-service and select 1 for Prepaid roaming.



POSTPAID

When will I receive my 1st invoice and when will it be payable?

• You first invoice is issued together with your bill at the beginning of every subsequent month and is payable within 30 days.

Will Vodacom place a limit on my monthly bill?

• Vodacom places default bill limits but are not rigid as these can be adjusted with the request of the customer.

What charges will be included in my bill?

• Your bill includes your subscription charges for subscribed services, usage and corresponding charge per record type, e.g. voice calls, data calls and SMS. Your itemized bill will include every call made together with the corresponding charge.

Bolt-on

How do I get data bolt-on?

• Data bolt on is provided to Customers who require more data than their monthly allocation.

How do I activate roaming?

• For Contract visit the nearest Vodacom Centre for activation of roaming.

What is MyPhone?

This is a service that puts the power of self service in the customer’s hands, from the comfort of their own phone by accessing *111#SEND.

Postpaid *111# SEND

1. M-Pesa

2. Purchases

3. Self Service

When do I qualify for an upgrade?

Our contracts are 24 months and you qualify for an upgrade at the end of each contract

Am I allowed to make changes on my contract?

Changes can be made to the contract but some changes might attract extra fees, like a downward migration.

Can I cancel my contract activation, upgrade?

A Contract can be cancelled but this is subject to the full discretion of Vodacom to assess and place penalties if termination is done before the end of contract period.

Can I transfer owner of my contract?

Ownership transfer is possible but requires clear details and is subject to discretionary assessment by Vodacom upon receiving information from the transferor and transferee.

Repair turnaround time

• Level 1 and 2 Repairs take a minimum of 21 days

• Maximum repairs (Level 3 and 4) - This is determined by the availability of spare parts as sometimes they are yet to be ordered

Loan Devices

• The Customer must be on the Vodacom Network in order to be given a loan device

• Loan devices are subject to stock availability

• Loan devices are basic models which provide for voice continuity only and may not be of equal capability and functionality to that of your device

• Loan device and its accessories remain property of Vodacom and in an event of loss or theft of the loan device and/ its accessories you may replace the lost/stolen device with the new one of similar make and model or the same replacement value and this device must be able to operate in the Vodacom Network

• Your repaired device will not be returned until the loan device and its accessories have been returned.

In Warranty Repairs

All warranty repairs undertaken by Vodacom Repairs are covered under manufacturer warranty and as such no costs will be incurred by you for any in-warranty repairs completed except physical and liquid damage repairs.

Out of Warranty Repairs

• All out of warranty phones are subject to a written quotation for the repair to continue

• The device will only be released up receipt of payment.

Warranty Validity

• All devise warranty is twelve (12) months

Warranty Exclusions

• Misuse, repair or installation contrary to recommended procedures

• Accidental, electrical, liquid or mechanical damage due to negligence

• Liquid damage claims if all or any original waterproof seals are either damaged or sealed

• Unauthorized modifications to the product



DATA

How do I get my data modem to work on laptop/PC?

• Preliminary installation of Vodacom/Vodafone software for the modem is required.

How will Vodacom calculate and charge my data usage?

• Your data usage and charge are always determined by the volume consumed on every session.

Will I be liable for unintended data usage via modem caused by viruses?

• You are held liable for any usage you incur with your modem; however advisory notes may be obtainable at Vodacom Centre.

Will I be liable for unintended data usage via phone caused by viruses?

• You are held liable for any usage you incur with your phone Accounts

Invoice and statements

• Invoice and statements are issued at the beginning of every subsequent month with detailed bill.

How do I request self-service support for Data related issues?

• We also provide Self-Service options on our *111# menu, select option 5 for Self-service then, option 5 for Internet settings



CONTACT

How can I contact Vodacom?

• Whenever you need any help – simply contact our Call Centre on 114, free from your cellphone

• We also provide Self-Service options on our *111# menu

• Visit our nearest Vodacom Centre