Telecoms & Internet · Contact details
Telkom Contact Details
Telkom uses different numbers for different jobs, and dialling the right one saves a transfer. Dial 10213 for sales, billing or cancellation queries, and 10210 for technical support on a residential fixed line or home internet service. Mobile customers use 081 180 for all mobile service queries, and business fixed-line customers use 10217. Telkom’s WhatsApp channel is on 081 160 1700. These are short codes and numbers taken from Telkom’s own contact page, its site data and its ICASA service charter, all read on 14 September 2026.
Reporting a line, fibre or mobile fault? See Telkom fault reporting contact details.
Telkom contact numbers at a glance
| What you need | Contact |
|---|---|
| Sales, billing and cancellations | 10213 |
| Technical support, fixed line residential services | 10210 |
| All mobile service queries | 081 180 |
| Fixed line business services queries | 10217 |
| 081 160 1700 (send “Hi”) | |
| SMS channel listed in the service charter | 30591 |
| Online chat | Chat to us online, on telkom.co.za |
| Self-help, fault reporting and cancellation requests | gethelp.telkom.co.za |
| Complaint escalation (with a reference number) | NatCC@telkom.co.za |
10213 or 10210: which Telkom number to call
Telkom’s contact page states it plainly: dial 10213 for any sales, billing or cancellation related queries, and dial 10210 for technical support. So a disputed charge, a debit order question, an upgrade or a request to cancel all start at 10213, while a dead line, a slow connection or a router problem starts at 10210. Both are short codes, so do not add an area code.
One detail can confuse people who read Telkom’s website code: the structured data in the page markup still labels 10210 as billing support. The human-readable contact page and Telkom’s service charter both say 10210 is for fixed-line technical queries, and that is what this page follows.
Telkom mobile customer service number
If your service is a Telkom mobile contract, prepaid SIM or mobile data product, the service charter lists 081 180 as the number for all mobile service queries. Telkom’s site data marks 081 180 as toll-free. Have the mobile number the service is registered to and the account holder’s ID number ready before you call, because Telkom will only discuss an account with the registered holder or someone mandated by them.
Telkom WhatsApp number and online chat
Telkom’s WhatsApp channel is +27 81 160 1700, linked from its website with a pre-filled “Hi” to start the chat. It is a messaging channel, so message it rather than phoning it. The website also has a “Chat to us online” option on the contact page, which is useful when you want a written record of what you were told.
How to report or track a Telkom fault
Telkom’s Get Help site at gethelp.telkom.co.za has a Faults section where you can test, track and report faults online, plus separate self-help journeys for fixed line (ADSL, fibre and fixed-LTE), landline faults, mobile network problems, and internet and wifi settings. Entering your service number gives you a more personalised journey. If you prefer to speak to someone, residential fixed-line faults go to 10210, business fixed-line faults to 10217, and mobile network problems to 081 180.
When you report a fault, note when it started, whether it affects voice, data or both, and write down the reference number you are given. Telkom’s service charter says you are entitled to a rebate if you did not receive contracted services you had already paid for, limited to the days of service lost and pro-rated against your subscription, so the fault dates matter.
Billing disputes, upgrades and cancellations
Billing, upgrade and cancellation queries go to 10213. Online, the Get Help site lets you track an order, pay a bill, renew a contract that is due for an upgrade, and log a request to cancel a Telkom service. Telkom’s service charter sets out your protections during a billing dispute:
- your service will not be suspended while the disputed bill is investigated
- the disputed unpaid portion will not be handed to a collection agency or attract penalties or interest until the complaint is closed
- postpaid customers can ask for a detailed itemised bill, and prepaid customers for a usage report
Telkom complaints email and escalation
Telkom’s End User and Subscriber Service Charter lays out a four-step complaints process:
- Complain to Telkom directly through a store, the call centre, the website or the app, before going to ICASA.
- Get a reference number. Telkom commits to acknowledging your complaint within 48 hours by sending one.
- Escalate after 14 days. Telkom aims to resolve complaints within 14 days. If it takes longer, or you are unhappy with the outcome, email the Escalation Centre at NatCC@telkom.co.za and quote your reference number, which NatCC requires.
- Go to the regulator. If the Escalation Centre does not resolve it, escalate to ICASA at consumer@icasa.org.za.
ICASA’s head office can also be reached on 012 568 3000. To report fraud, corruption or other criminal activity involving Telkom, the Telkom Group runs a separate anonymous hotline with Advance Call, listed on the Crime hotline page of group.telkom.co.za.
Telkom stores
For in-person help, use Telkom’s store locator on telkom.co.za. Telkom does not publish direct numbers for individual stores on its contact page, so searches for a specific store, such as Mall at Reds, or for a “Telkom number near Durban” or “near Pietermaritzburg”, are answered by the same national numbers above plus the store finder for opening hours and addresses.
Telkom SA SOC Limited is an authorised financial services provider, FSP number 46037. For its insurance and device-cover products, say clearly which product your complaint concerns, because a financial product complaint may follow a different route from a network complaint.
Sources
- Telkom contact page, telkom.co.za/welcome/personal/fixed-broadband/contact-us (visible text and site structured data), read 14 September 2026
- Telkom End User and Subscriber Service Charter (ICASA Service Charter Regulations), group.telkom.co.za, read 14 September 2026
- Telkom Get Help, gethelp.telkom.co.za, and Telkom Group Crime hotline page, read 14 September 2026
- ICASA contact page, icasa.org.za, read 14 September 2026