How to arrange for warranty replacements on 3G devices and report stolen equipment.
Replacing a faulty device
If you believe that your MWEB provided 3G USB stick, or mifi device is faulty call our technical support team on 087 700 0777 and choose Wireless from the support options. Explain the problem you're experiencing to our support agent and they'll assist you in confirming the diagnosis.
If the diagnosis is confirmed the support agent will check the age of your device to determine if it's in, or out of warranty. All 3G sticks USB sticks carry a 12 month warranty.
Inside the warranty period:
A request will be logged with our hardware team to despatch a replacement device to you.
Delivery can take up to 7 working days, during which time you will be kept informed of progress via sms.
Outside the warranty period:
Our hardware team will assist you in supplying a replacement device and advice you of the cost, which will be added to your next bill. Alternatively you can source a replacement device yourself and continue to use your existing sim card.
Please note that MWEB does not manage the warranty on 3G devices for our Vodacom reseller products. If you are making use of a Vodacom Mobile Data product supplied by MWEB you will need to take your device in to the nearest Vodacare store for testing and warranty purposes, if you believe that it may be faulty.
Replacing a Faulty Sim Card
If you believe that your sim card is faulty call our technical support team on 087 700 0777 and choose Wireless from the support options. Explain the problem you're experiencing to our support agent and they'll assist you in confirming the diagnosis.
If the diagnosis is confirmed the support agent will advise you of the replacement cost and log a request with our hardware team to despatch a sim card to you.
Please note that replacement sim cards cannot be activated until the appropriate RICA documentation has been received. This can be mailed to firstname.lastname@example.org, or faxed to 021 596 7474
Lost or Stolen Equipment
In the unfortunate event of your equipment being lost, or stolen the normal process for sim and device replacement is followed.
In addition to this we highly recommend that you softlock the old sim card immediately and in the event of theft that you blacklist the device to prevent it from being used.
Our support staff can assist you telephonically with either of these tasks during call centre operating hours.
Please note however that we cannot blacklist a stolen device on the cellular networks without a police case number.