FAQ

1. What are the requirements for opening a new account?
2. My card is not working.  The message displaying on my handset is saying card not supported.
3. My phone is saying sim card blocked, what is the problem?
4. My phone is reading enter security code
5. My card says sim card error
6. My line says no longer in use
7. My new line says, sim card registration failed
8. Why does my phone display number barred when I try to make international calls?
9. What is the message centre number?
10. What is the charge for a replacement card and how long does it take for the card to be out?
11. How long does it take to have my line reconnected?
12. My voicemail says blocked what is the problem?
13. When are the bills due?
14. How do I get the roaming service?
15. How do I pay for my bills when I am out of Harare?
16. How do I hide my caller I.D?
17. How do I divert my calls?
18. How do I retrieve voicemail?
19. What are your rates for calling?

1. What are the requirements for opening a new account?

For Individuals:

1. Copy if applicant's I.D card
2. Current payslip with a minimum net salary of (refer to tariff sheet or sales@zellco.co.zw)
3. Current proof of residence PTC or ZESA bill, copy guarantor's ID card and proof of residence
4. Processing fee

Corporate Application:

1. 3 months from current bank statement
2. Certificate of incorporation
3. CR14 form
4. VAT Certificate

2. My card is not working.The message displaying on my handset is sim card not supported.

The client needs to upgrade their sim card maintaining the existing cell number.

Requirements for ordering a replacement card

Individuals:

a.Fill in a replacement form from your nearest Zellco Cellular outlet or write us a letter requesting for an upgraded replacement card

b. attach copy of customer national I.D.

c.  Pay the prescribed replacement fee (refer to tariff sheet)

Corporate:

a. Letter from the organisation on its letterhead requesting the replacement sim card stating the mobile number to be replaced, or the organisation's formal official order.

b.Payment (please refer to tariff  sheet for replacrement charges)

3. My phone is saying sim card blocked, what is the problem?A wrong PIN code has been entered, and a PUK(personal unlocking key)code is required to unblock the sim card. This number is found on your sim certificate which the customer gets upon receipt of the sim card.

4. My phone is reading enter security code

Security codes are a handset feature. Once the customer applies a security code to his/her handset, it is advisable to memorise and keep it.

5. My card says sim card error

This is when the line has been disconnected for non-payment.

6. My line says no longer in use

The line has been suspended or services have been terminated for a dishonoured cheque, non-payment of account or is simply still inactive.

7. My new line says, sim card registration failed

This means the new line is not yet active.

8. Why does my phone display number barred when I try to make international calls?

The line is not active for international calls.  There is need for the client to make a formal request in writing to get international dialing activated if required.

9. What is the message centre number?

The message centre number is +26311191201

10. What is the charge for a replacement card and how long does it take for the card to be out?

A replacement card takes 2-4 days for the card to be ready for collection and with regards to the charge please refer to tariff sheet .

11. How long does it take to have my line reconnected?

Reconnection takes at least 48 hours after payment of the relevant charges

12. My voicemail says blocked what is the problem?

This means a wrong voicemail pin has been entered and the voicemail is blocked to stop access into the voicemail.  The voicemail unlocks itself after about 24hrs.

13. When are the bills due?

The bills are due and payable upon presentation of the Zellco Invoice. Payment is therefore expected within fort-eight hours of receipt of invoice.

14. How do I get the roaming service?

Phone the roaming department at Net One.  The numbers for Net One are 775361-6 and enquire about the roaming service.

15. How do I pay for my bills when I am out of Harare?

One can deposit their payment into Zellco account number: 

Standard Chartered Bank and the account number is: 0100223250900 and the branch is

16. How do I hide my caller I.D?

Use the call setting in the menu of the handset to get into the send my caller identity menu and select off to hide the caller identity.  The other option is to use the codes #31# and dial the number.  The number will read #31#011610740.  The codes can only be used once off when one is dialling.

17. How do I divert my calls?

Using your call divert option or call forwarding option depending on the type of the handset.  The divert number is: +26311151(and the last six digits of your cell number).  +26311151609569

18. How do I retrieve voicemail?

Dial 155 and the system asks for the voicemail pin, default pin is 1234 unless changed. Thereafter you listen to the voice command, for further instructions.

19. What are your rates for calling?

see tariff sheet.