Frequently Asked Questions
We’re Here to Help.

We are sorry to hear that your data finished sooner than expected and we understand how frustrating that can be.
The most common reason for fast data consumption is that some applications on your phone have background data access. This means that even when you are not actively using them, these applications may be downloading updates or refreshing content automatically without your knowledge.
To resolve this, kindly follow the steps below:

1. Go to your phone Settings
2. Select Mobile Data or Data Usage
3. Review which applications have access to your data
4. Disable background data access for all applications you are not actively using
5. Ensure that no application is currently downloading or updating in the background

This should help your data last considerably longer. If the issue persists, please do not hesitate to contact us again and we will be happy to assist you further. Thank you for choosing Comium.

We are sorry to hear that your bonus expired before you were able to use it.
Please be informed that all bonuses received on your Comium line have a validity period of 3 days. If the bonus is not utilised within this period, it will automatically expire.
We strongly advise all customers to make use of their bonuses as soon as they are received in order to avoid losing them.
We appreciate your feedback and have duly noted your concern. It will be forwarded to the relevant team for review.
Thank you for being a valued Comium customer and thank you for choosing Comium. If you have any further questions, please do not hesitate to reach out to us.

We are sorry to hear that you are experiencing difficulties with making or receiving calls and we are here to assist you.
To resolve this issue, kindly follow the steps below:

1. Insert your Comium SIM card into a basic or simple phone
2. Dial 102
3. When the automated message begins, press 1
4. End the call

Your call service should be restored shortly after completing these steps. If the issue persists, please do not hesitate to contact us again and we will be happy to assist you further. Thank you for choosing Comium.

We are sorry to hear that you are unable to connect to the internet and we are here to assist you.
Please follow the steps below one at a time until your internet connection is restored.
Step 1 — Flight Mode Reset

1. Ensure that your mobile data is turned on
2. Activate Flight Mode on your phone
3. Leave Flight Mode on for 30 seconds to 3 minutes
4. Deactivate Flight Mode and check if your internet is working

Step 2 — Change Network Preference

1. Go to your phone Settings
2. Navigate to Network Settings and select Network Preference
3. Change your network from 4G to 2G
4. Wait a few minutes then switch it back to 4G
5. Check if your internet is working

Step 3 — Access Point Name (APN) Configuration

1. Go to your phone Settings
2. Navigate to Network Settings and select Access Point Name (APN)
3. Under APN, enter: internet
4. Under Username, enter: comium
5. Save the settings and check if your internet is working

If none of the above steps resolve your issue, we kindly advise you to visit your nearest Comium outlet where our team will be happy to assist you further. Thank you for choosing Comium.

We are sorry to hear that your SIM card has been suspended and we are here to assist you.
SIM cards are typically suspended due to a prolonged period of inactivity. This occurs when there has been no recharge or credit purchase on the line for an extended period of time.
To reactivate your SIM card, kindly follow the steps below:

1. Insert your Comium SIM card into a basic or simple phone, ensuring it is the only SIM card in the device
2. Dial 102
3. When the automated message begins, press 1
4. End the call
5. Recharge your line with any amount of credit to fully lift the suspension

Your line should be active and ready to use after completing all the steps above. If your line remains suspended, please do not hesitate to contact us again or visit your nearest Comium outlet for further assistance. Thank you for choosing Comium.

We are sorry to hear that you have experienced an unexpected deduction on your line and we understand how frustrating this can be.
This situation commonly occurs in connection with the Lebalma loan service. When a customer pays back a loan and immediately requests another one, the system may automatically process another deduction. This can appear as a double deduction, however it is the system completing the loan repayment cycle.
To avoid this from occurring, we strongly advise the following:

1. After repaying your loan, please wait at least 5 minutes before requesting a new loan
2. This allows the system sufficient time to fully process your repayment
3. After 5 minutes, you may safely request a new loan without the risk of a double deduction

If you have already experienced a double deduction, please do not hesitate to contact us again so that we may investigate further and assist you accordingly. Thank you for choosing Comium.

We are happy to guide you on how to take a Lebalma loan on your Comium line.
Please follow the steps below:

1. Open your SMS messages on your phone
2. Compose a new message and type the letter L
3. Send the message to 667
4. The system will reply with available options. To take a loan, reply with L and send
5. The system will display available loan options ranging from D25 to D200
6. Select the amount you wish to borrow and follow the prompts to complete your request

Please note: After repaying your loan, always wait at least 5 minutes before requesting a new loan to avoid any unexpected deductions.
If you experience any difficulties or have further questions, please do not hesitate to contact us. Thank you for choosing Comium.

We are sorry to hear that you are experiencing network or signal issues and we sincerely apologise for any inconvenience caused.
Kindly try the following steps to improve your signal:

1. Restart your phone and check whether the signal improves
2. Activate Flight Mode for 30 seconds to 1 minute, then deactivate it
3. Move to an open area or near a window, as walls and buildings can obstruct signal
4. Ensure that your SIM card is properly inserted in your phone
5. Confirm that your network preference is set to Auto or 4G in your phone settings

Please note that signal strength may sometimes be affected by your location, weather conditions, or temporary network maintenance in your area.
If the issue persists, kindly contact us again with your exact location so that we may assess whether there is a network issue in your area and escalate it to our technical team accordingly. Thank you for choosing Comium.

We are sorry to hear that you are experiencing a PIN or PUK code issue and we are here to assist you.
Kindly follow the steps below:

1. Insert your Comium SIM card into a basic or simple phone, ensuring it is the only SIM card in the device. If another SIM card is present, please remove it first
2. Once your SIM card is inserted, the phone will prompt you to enter your PIN or PUK code
3. At this point, please call 111, which is the Comium Customer Care line
4. Inform the agent that you are experiencing a PIN or PUK code issue and they will assist you accordingly

Please ensure that you are using a basic or simple phone with only your Comium SIM card inserted before calling 111, so that our team may properly assist you. Thank you for choosing Comium.

We are sorry to hear that you are experiencing dropped calls or poor call quality and we sincerely apologise for the inconvenience.
Kindly try the following steps:

1. Restart your phone and attempt the call again
2. Activate Flight Mode for 30 seconds, then deactivate it and try again
3. Move to an open area or near a window, as your location may affect call quality
4. Ensure that your SIM card is properly inserted in your phone
5. Confirm that your network is set to Auto or 4G in your phone settings

Please note that call quality may sometimes be affected by your location, weather conditions, or temporary network maintenance in your area.
If the issue persists, kindly contact us again with your exact location and the number you were attempting to call so that we may escalate the matter to our technical team. Thank you for choosing Comium.

Here is how to transfer credit to another Comium line.
Please note the following before proceeding:

1. You must have a minimum balance of D21 remaining in your account after the transfer
2. The minimum amount that can be transferred is D25

To transfer credit, dial the following:
*103*amount*number#
If you require further assistance, please do not hesitate to contact us. Thank you for choosing Comium.

We are sorry to hear about your lost or stolen SIM card and we are here to assist you.
If you wish to replace your SIM card, please visit your nearest Comium outlet or customer care centre and present the identification document you used to register the SIM card. Our team will assist you with obtaining a replacement SIM card bearing your same number.

If you wish to track your lost or stolen device, we advise you to report the matter to the relevant authorities. Once the authorities submit a formal request to Comium, we will assist them in tracking the device.
If you require any further assistance, please do not hesitate to contact us. Thank you for choosing Comium.

We are sorry to hear that your credit has not been received and we are here to assist you.
Please be informed that whenever a recharge is successfully processed on your Comium line, you will receive an SMS alert confirming the amount that has been credited to your account.

If you have not received this SMS alert, this indicates that the credit was not successfully applied to your line. In this case, we advise you to return to the shopkeeper from whom you purchased the credit and inform them that the recharge was not received, so that they may assist you accordingly.
If you require further assistance, please do not hesitate to contact us. Thank you for choosing Comium.

We are happy to assist you with activating your EVC to sell credit.
To proceed, kindly provide us with the following information:

1. Your full name
2. The number you wish to sell credit with
3. Your ID card number or passport number
4. Your address

Once we receive your information, it will be forwarded to the relevant team for processing. Upon activation, you will receive an SMS containing your PIN, which you will use to sell credit. In some instances, you may also be contacted directly and provided with your PIN.
Please note that activation may take a few days due to the volume of requests being processed. However, kindly be assured that your request will be completed.
If you require any further assistance, please do not hesitate to contact us. Thank you for choosing Comium.