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FAQs
There are currently three cellular network operators in South Africa, being Vodacom, MTN and Cell C.
The cellular network operator’s role is to establish the network infrastructure in order that you can make cellular calls, and transfer data on the cellular network. The network operators are responsible for ensuring that your call clarity is of the highest quality, and also for making sure that there is sufficient network coverage and capacity to enable you to make a call, wherever you might be.
In addition, the network operators are also responsible for setting their own tariffs, which include both the monthly subscription and call charges, which require approval from ICASA before implementation.
These operators are also responsible for signing agreements with overseas network operators, in order that you can make international calls to and from foreign countries.
The role of the Service Provider is to act as the interface between the customer and the network operator.
The most key function that Service Providers perform is that of customer service. As the interface between yourself and the network operator that you use, your service provider answers all questions that you may have, provides information about your network's products and services, and gives you the best advice about your particular needs.
Additionally, Service Providers perform sales and marketing functions, and also send you your monthly account, through processing the call data records received from the networks for your monthly calls, which will include call charges, data usage, and any other services to which you subscribe. It is the Service Provider's responsibility to collect payment from you each month, and to pass this on to the network operator.
In order to try and create additional value for their customer, Service Providers will obviously also create their own unique products and services.
Cellular telephone manufacturers are the companies who manufacture the cellular telephones that are used with our GSM networks. In South Africa we have a host of cellular telephone manufacturers represented locally, which include the likes of Nokia, Samsung, Motorola, LG, Sony Ericsson, Siemens, I-Mates, etc.
Whilst many international markets to not follow our model, the Cellular Service Providers recognised very early that if we were to get our customers on air quickly, we'd have to give them the means to talk. All Cellular Service Providers in South Africa therefore distribute cellular telephones (also called cellular telephones).
Cellular Service Providers either purchase their cellular telephones directly from the cellular telephone manufacturers, or from the three Network Operators.
In the strictest sense of the term, grey stock is a cellular telephone which might look like the genuine product, but is not. There are very few parties in South Africa who deal in grey stock, as obviously the cellular telephone manufacturers keep a very watchful eye on the grey market. All phones being imported into South Africa also need a unique ICASA (Independent Communications Authority of South Africa) sticker to prove that the phone is genuine, and is a legitimate import.
Each cellular telephone has a unique number that is recognised by the cellular networks when a call is made. Each IMEI number (International Mobile Equipment Identity) is recorded on central databases by all Cellular telephone Manufacturers, and ‘grey' products can therefore be picked up quite effectively, as the IMEI number will not be recognised by their system.
Because of the different ways that companies purchase in South Africa and the various IMEI databases that each of these parties holds, it is entirely possible that a particular IMEI number may not be on each and every one of the databases.
If we take one example, a customer who is connected to the Vodacom network, takes their cellular telephone to one of the Vodacare repair agents. Because the cellular telephone was purchased directly from the cellular telephone manufacturer, and not from Vodacom, the IMEI number of the cellular telephone will not be loaded Vodacare's IMEI base. The Vodacare operator may incorrectly inform the customer that the cellular telephone is grey, which we know not to be true, because the cellular telephone was purchased directly from the cellular telephone manufacturer.
The first reaction of anyone who is told that they have been given a grey cellular telephone is to throw their toys sky high, which is completely understandable.
The best thing to do in this case is to call your cellular Service Provider and explain what has occurred. If your cellular telephone was supplied to you with your cellular contract, through the Service Provider, the chances of your having received a grey cellular telephone are extremely remote.
If you feel that you would rather get the information from the source itself, the majority of cellular telephone manufacturers in South Africa have their own customer services teams, and will be able to confirm the legitimacy of your cellular telephone.
The answer will be the same as it is in any industry. Ensure that you purchase your cellular telephone from a legitimate source. If you purchase your cellular telephone from a player who looks dodgy, they probably are!
Your PIN code protects your SIM card against unauthorised use. The PIN code is usually supplied with the SIM card. Once the PIN code request is enabled, the code is required each time the phone is switched on.
It is highly recommended that you enable the PIN code request to prevent your phone from being used without permission.
Yes. Most cellular telephones allow you to make and receive calls, and access all features while your phone is charging.
When you charge your phone for the first time, though, some manufacturers suggest that you leave the cellular telephone turned off. This ensures that your battery lasts longer and charges better. If you are unsure, it's best to check the manual.
Yes – it is possible to have more than one SIM card. Some people, for instance, use one in one cellular telephone when out and about and another in their car, yet have one number for both.
It is also possible to have one SIM card and multiple phones, as the SIM card can be easily removed and transferred to any phone.
Some phones are locked on to a particular Network, so ensure that your SIM card works in a new phone before buying it.
Dual band refers to cellular telephones that are able to operate on two different frequency bands, such as GSM 900 and GSM 1900. If a phone has dual band capability, it automatically scans for the strongest signal and switches Networks – even during a call within the same operator's Network.
Call waiting is a Network service that allows you to answer an incoming call while you have another call in progress. It is a free service, which must be requested and enabled on your cellular telephone. Call us on (011) 280 7000 to activate this service.
Cellular phones communicate with radio transmitters (known as base stations), which spread a Network of radio signals all over the country. The radio signal is digitally encoded, which allows for more services and greater security than analogue systems.
A cell is the geographical area that a base station covers. The base station is the centre of the cell. Cell sizes can vary from as little as 500m across in inner cities to as much as 30km, depending on terrain and population.
To ensure that a call is not interrupted as you move around, the cells are laid out to overlap at the edges. As you approach the EDGE of a cell, the Network calculates where the best signal is and transfers the call accordingly. This is called a hand-over.
Vodacom, MTN and Cell-C are Networks. Each Network is basically a collection of radio towers all over the country, linked together, transmitting people's conversations and all the other Data that cellular telephones are used to exchange. This includes WAP (the mobile internet) and SMS (short message service, for sending short text messages between cellular telephones).
Networks do not usually supply your phone or your bill. A Service Provider (such as Altech Supercall Cellular) usually sells your cellular telephone to you, and also arranges connection to the Network, as well as a billing account.
Service providers usually also subsidize the cost of new cellular telephones, provided that these are being bought with a new Network connection. If you want to buy a cellular telephone without the Network connection, you will have to pay the full price, which may be considerably higher.
Your Service Provider (Altech Supercall Cellular) sends you your bill.
Cellular telephones have become vital communication tools for both business and social life, as well as a source of security and comfort. Inevitably, alongside this phenomenal growth, there has been an unfortunate growth in cellular crime.
Rather than being constantly worried about cellular telephone crime, though, it is best to take preventative measures and follow the steps outlined below.
Your Serial Number (the number found on your phone, usually underneath the battery) is unique to the phone and is needed by the police and your insurance when reporting your phone as stolen. With the Serial Number, your Network will also be able to blacklist your phone, so that it can't be used.
Your Serial Number should be stored on this website, under your Contract summary. If you would like to check that this is correct or if you have changed your cellular telephone, click here.
Altech Supercall Cellular offers competitive insurance against the theft and damage of your cellular telephone. Click here to view more information about Insure-ring.
A common mistake is to assume that your cellular telephone is covered under your household insurance policy, but most policies exclude cover for cellular telephones, so ensure that you read the fine-print.
The most important thing to do is to have your cellular telephone blocked immediately, so that no calls can be made. If you need to do this, contact us (during office hours) or your Network (after office hours). For a list of these numbers, click here.
You will also need to report the loss or theft of your cellular telephone to the police within 24 hours, as most insurance companies have a maximum reporting period. To do this, you will need to provide your Serial Number. You will need to provide your insurance company with a police case number and the Serial Number, so ensure that you have these to hand when reporting the incident.
Even if it's out of sight, never leave your cellular telephone unattended in a public place or in a vehicle.
Avoid making calls in crowded, public spaces. If you need to do so, it's safer to use a hands free device, keeping the phone out of sight.
The actual cost, and the price that you pay for your cellular telephone, could be very different. To encourage new subscribers, Networks often subsidise the cost of new cellular telephones, provided that they are being bought with a cellular telephone connection. Because the subsidy may be different, the cost of the same phone may vary from Network to Network.
If you wish to buy a cellular telephone without the Network connection, you will need to pay the full price, which will probably be a lot higher.
Bearing this in mind, it is a good idea to consider taking out some form of insurance policy on your new phone, such as Altech Supercall Cellular's insurance policy.
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