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If you are receiving the error 'SIM not found', 'SIM not detected' or 'SIM registration
failed', please follow these steps to resolve the problem;
If you have confirmed that the SIM is stored inside the modem correctly and that
your account is active, but you are still experiencing the same problem, please
contact our customer service on 1800 GOTALK (1800 468 255).
If you are receiving an error 'data card not inserted' when starting the modem software,
follow the below steps to resolve the problem.
If you are still experiencing this problem after you have reconfigured your anti
virus software, please contact our customer service team for further assistance.
If you receive an error during connection or whilst starting the 3G modem software
that consists of only question marks, this indicates a problem with the software
installation. You will need to uninstall and reinstall the software to resolve this
To uninstall and reinstall the software, please follow the below steps;
If your service shows 'disconnected' after you click on 'Connect' there may be some
problems with the way your device is configured.
To check the way your device is configured:
Once you have saved this profile, click 'Home' on the top left of the software and
then click 'Connect'. If you continue to experience the same problem, proceed to
Check your signal strength, this is shown below the 'Connect' button. If this is
too low, you may need to try adjusting the position of the dongle. Interference
can be caused by large electrical devices (televisions, stereo etc) and signal strength
may be limited in concrete areas (parking lots, basements). Try moving away from
these devices or locations to avoid interference. It can be beneficial to purchase
a USB extender cable so that you can try positioning the USB dongle in different
areas to try and obtain a stronger signal.
If you have found that your signal strength is still low after moving away from
electrical devices, please click here to check your network coverage. If you have
sufficient network coverage in your area and are still experiencing poor signal
strength, please contact customer service.
If the 3G modem shows 'connected' but you are unable to browse any website, follow
the below steps.
If you feel that your wireless broadband speed is slow, please follow the below
Run a speed test – visit
www.speedtest.net and follow the instructions to run a speed test. Compare
your results to our
to determine if your speed is running slower than expected.
If you have followed the above steps and are still experiencing slow speed, please
contact our customer service team for further assistance.
If you are experiencing drop outs or your service is frequently disconnecting, please
follow the below steps.
If you still experiencing dropouts or frequent disconnections of the service after
you have reinstalled the 3G modem's software, please contact our customer service
team for further assistance