Upgrading Your Network Experience
About the network upgrade.
Top Tip: Cell C is upgrading the network to give customers a faster, clearer and more reliable experience. If you need to take action, Cell C will contact you through official channels.
Cell C is improving its network so customers can enjoy better voice and data services. The upgrade supports newer technologies such as 4G/LTE, 5G and VoLTE, which are designed to improve speed, call quality and network performance.
- Faster data speeds
- Clearer voice calls
- More reliable and stable connections
These are different generations of mobile network technology. In simple terms, newer generations support faster speeds, better capacity and improved services.
- 2G mainly supports voice calls and SMS.
- 3G supports basic mobile internet, email and early smartphone services.
- 4G/LTE supports streaming, browsing, apps and better mobile data performance.
- 5G supports faster speeds, lower delay and improved performance for modern connected devices.
You may get a better network experience when your device, SIM card and area support newer network technology. In some cases, you may need to upgrade your SIM card or check your device settings to access the improved experience.
You may need to take action if you receive a message from Cell C, if you are using an older SIM card, or if your compatible device cannot access 4G, 5G or VoLTE services. Only follow instructions received from official Cell C channels.
SIM cards, SIM swaps and eSIM.
Top Tip: A SIM swap lets you move your current number to a new SIM card. You keep your number, but the new SIM becomes active and the old SIM stops working.
A SIM swap is the process of moving your mobile number and services from your current SIM card to a new SIM card. Your existing number stays the same, but the new SIM becomes active and your old SIM is deactivated.
You may need a SIM swap if your current SIM card is old, damaged, not the correct size for your device such as your phone, tablet or router, or does not support the latest network services.
- You are upgrading to a nano-SIM or eSIM.
- You are replacing an older SIM that may not support the latest network technologies.
- You can access new technologies such as VoLTE and 5G
- You have been advised by Cell C to upgrade your SIM.
You may need to check your SIM if you are using an older SIM card, if your device cannot access 4G, 5G or VoLTE, or if you have been advised by Cell C to complete a SIM swap. If you are unsure, contact Cell C Customer Care on 084 135 or visit a Cell C store for assistance
No. When your SIM swap is completed, your existing Cell C number stays the same. The service moves from your old SIM card to the new SIM card.
Not always. A SIM swap does not automatically mean you need a new device. However, some older devices may not support newer services such as VoLTE or 5G. If your device is not compatible, you may need to upgrade your device to use those services.
CCell C SIM cards are available in different sizes to fit different devices. Before inserting your SIM, check which size your device uses and choose the correct SIM format.
- Standard SIM
- Micro-SIM
- Nano-SIM
Design note: Please include a simple visual showing the three SIM sizes: Standard SIM, Micro-SIM and Nano-SIM
If you have been advised to upgrade your SIM, you can use official Cell C support channels for assistance, including a Cell C store, or Cell C Customer Care on 084 135. Store teams can guide you through the process and help ensure your new SIM is activated correctly. If a SIM swap is completed, wait for confirmation and allow at least two hours before inserting the new SIM.
Find a Cell C store: https://www.cellc.co.za/cellc/store-locator
Customer Care: 084 135
Bring a valid identification document for verification. If your customer information also needs to be checked or updated, you may be asked for additional information or documents
- South African ID card, green ID book or passport
- Proof of residence.
- Any additional documents requested in your official Cell C communication
Some customers with older SIM cards that do not support 4G may qualify for a free SIM swap. The final cost may depend on the reason for the SIM swap and the support channel used. Follow the information provided in your official Cell C car or ask Customer Care or a Cell C store to confirm before completing the swap.
eSIM support depends on your device, account type and the available Cell C support journey. If eSIM is available for your profile, Cell C will guide you through the approved steps using official channels
VoLTE and device compatibility
Top Tip: VoLTE helps improve voice calls on the 4G/LTE network. To use it, your device, SIM card and network settings must support VoLTE.
VoLTE stands for Voice over LTE. It allows voice calls to be made over the 4G/LTE network instead of older 2G or 3G networks.
- Clearer voice quality with HD Voice
- Faster call connection times
- The ability to use mobile data while on a call
- A more reliable calling experience where 4G/LTE coverage is available
If VoLTE is not already enabled on your device, you may need to update your device software, turn on VoLTE in your device settings and ensure your network selection is set to Automatic. You may also be assisted or directed to *655-08 as part of the support journey..
- iPhone: Go to Settings > General > Software Update to check for updates.
- iPhone: Go to Settings > Mobile Service or Cellular > Mobile Data Options > Voice & Data, then turn on VoLTE if available.
- Android: Go to Settings > Software Update or System Update to check for updates.
- Android: Go to Settings > Mobile Network or SIMs, select your Cell C SIM, then turn on VoLTE Calls if available.
- Set Network Selection to Automatic.
- Restart your device and try again if VoLTE is still not working.
Cell C has a VoLTE support video that shows customers how to activate VoLTE in their device settings.
Watch the VoLTE activation guide: https://www.youtube.com/shorts/-MpSd4dN2gs
If you do not see a VoLTE option, it may already be enabled by default, or your device may not support VoLTE. Check your device settings, update your software and restart your device. If you still need help, contact Cell C support or visit a store.
No. VoLTE calls are charged the same as normal calls. There is no extra charge just because your call uses VoLTE
VoLTE works through your device’s normal call function. You do not need to install a separate app to make VoLTE calls.
No. Some older devices may not support VoLTE or 5G. To use these services, your device must support the service, your SIM must be compatible and you must be in an area with the relevant network coverage.
5G and coverage.
Top Tip: To use 5G, you need a 5G-capable device, a compatible SIM and 5G coverage in your area. If one of these is missing, your device will use the best available network.
5G is the latest generation of mobile network technology. It is designed to provide a faster and more responsive connectivity experience. You do not need 5G for basic mobile use, but it can improve activities such as streaming, downloads, gaming and video calls.
5G is designed to deliver a faster, smoother and more responsive mobile experience.
- Faster download and upload speeds
- Smoother video streaming
- Improved performance for gaming and video calls
- Lower delay
- Better performance in busy network conditions
Not necessarily. Your current 4G/LTE SIM may already support 5G, depending on the SIM and your device. If you are unsure or have been advised to upgrade, a newer SIM can help ensure compatibility with the latest network features.
No. 5G coverage is not yet available everywhere. Coverage continues to expand as the network is upgraded. Check coverage in your area before expecting 5G service.
Check Cell C network coverage: https://www.cellc.co.za/cellc/coverage-map
5G itself does not automatically use more data. However, because it is faster, you may choose to do more data-heavy activities such as higher-quality streaming, faster downloads or more app updates. You remain in control through your bundle choice, device settings and usage monitoring tools.
Need more help and safety reminders.
Top Tip: Only use official Cell C channels. Cell C will not ask for your banking password, PIN or one-time password to help with a network upgrade or SIM swap.
You can contact Cell C Customer Care or visit a Cell C store for assistance. If you received an official message from Cell C, follow the instructions in that message
Find a Cell C store: https://www.cellc.co.za/cellc/store-locator
Customer Care: https://www.cellc.co.za/cellc/contact-us
Cell C will direct you to official Cell C channels. If you are unsure, do not click on suspicious links or share personal information. Contact Customer Care or visit a Cell C store to verify the request.
If Cell C has contacted you to upgrade your SIM or check your settings, it is important to follow the official instructions. Taking action helps you keep using the best available network services and avoid possible issues with older SIM cards, device settings or service compatibility.