Telkom Contract Contact Details

Telkom publishes a different contact route for each kind of service rather than one general number, which is why searching for a Telkom contact number returns so many different answers. For a mobile contract, the number the company itself gives for sales, billing and cancellation is 10213.

Telkom mobile contract contacts

• Sales, billing and cancellation queries: dial 10213
• WhatsApp: 081 160 1700
• Online chat and self-service: gethelp.telkom.co.za
• In person: the Telkom store locator on telkom.co.za

The 10213 short code is dialled as it stands, without an area code. Telkom publishes it specifically for contract matters, so it is the right one to use for a cancellation rather than a general enquiry line.

The self-service portal has a cancellation journey

Telkom Get Help is built as a set of guided journeys rather than a contact page, and one of them is Cancel your Service. That journey logs the cancellation request and creates a record of it, which is worth more than a phone call you cannot prove you made. Other journeys cover faults, porting, contract renewals, accounts and device support. If a call is not getting traction, logging the request through the portal creates the paper trail.

Fixed line and mobile are different services

• A mobile contract, a fibre or ADSL line and a landline are separate products with separate contract terms
• Cancelling one does not cancel another, even where they are billed on the same account
• A fault on a fixed line is logged through the Faults journey, not through the contract number

People frequently cancel a mobile contract and find the fixed line still billing, or the reverse. Confirm in writing which services you are cancelling and ask for the account to be quoted back to you before you accept that it is closed.

Cancelling early

Under the Consumer Protection Act you may cancel a fixed-term agreement with twenty business days written notice, without giving a reason, but you remain liable for a reasonable cancellation penalty and for any outstanding device balance. Ask for that settlement figure in writing before you commit, and do not stop the debit order until the account is confirmed settled and closed.

If it is not resolved

• Escalate through Telkom own complaints process, keeping the reference number from 10213 or the portal
• ICASA regulates telecommunications operators and takes consumer complaints once Telkom has had a fair chance to respond
• For a billing or credit agreement dispute, the National Credit Regulator handles complaints about credit agreements