Connectivity Wi-Fi, network & signal
Phone won't connect to Wi-Fi
- Open Settings > Network & internet (or Connections). Toggle Wi-Fi off and mobile data on; check for a difference, then reverse it.
- Restart the device and the router, then try again.
- If it still fails, the device may need to be booked in for repair — refer to place of purchase or service.za@support.mi.com.
Signal keeps dropping / disconnecting
- Forget previously-connected networks, then reconnect.
- Erase all at once: Settings > Reset options > Reset Wi-Fi, Mobile & Bluetooth.
Device shows “No Service”
- The cause may be non-payment or a network-operator issue — advise the customer to contact their service provider.
- Reset network settings: Settings > System > Reset options > Reset Wi-Fi, mobile & bluetooth > Reset settings.
- Confirm the phone is not network-locked — the primary operator SIM should sit in SIM slot 1.
SIM & network SIM type, 5G, NFC & network lock
Compatible SIM cards
Varies by model — Xiaomi devices take Micro or Nano SIM cards.
Which phones support 5G?
- Poco M4 Pro, Redmi Note 10 5G, Xiaomi 11T Pro, Redmi Note 10 Pro, Xiaomi 12T, Xiaomi 12T Pro, Xiaomi 12 Lite.
Product line changes often — keep an eye on the social media pages for the latest offerings.
Which devices support NFC?
- Redmi Note 10 Pro, Redmi Note 11 Pro, Xiaomi 11T Pro, Xiaomi 12, Xiaomi 12 Lite, Poco F3, Poco X3.
Social-media team scripting lists only the Redmi Pro 9 as NFC-enabled in SA — confirm current model availability before quoting.
Is the device network-locked? (e.g. Telkom / Rain SIM shows no network)
Dual-SIM phones bought from MTN may be network-locked to MTN: full 2G/3G/LTE only on an activated MTN SIM. Another operator's SIM works in slot 2 for voice only (no 2G/3G/LTE).
Performance Freezing, restarting & charging
Phone keeps freezing
- Force restart: hold the power button + volume-down for ~10 seconds until the phone restarts.
- If unresolved, follow the memory-cleaning video tutorial: youtu.be/onvNsGQpefg.
Redmi phone switching off / on (or stuck on Mi logo)
- Could be a display, hardware or software issue. Restart, then reset the phone.
- Hard reset: hold Power + Volume-up together for 10–15 seconds to enter the factory-reset window.
- If the problem persists, book the phone in for assessment.
Phone doesn't charge to 100%
- Swap the charging cable or adapter — the fault is often the accessory, not the phone.
- Test the same cable on another compatible device; if the problem follows the phone, book it in.
- For more detail: service.za@support.mi.com.
Audio Speaker, microphone & headphone jack
Can't hear the other person (speaker problem)
- Tip 1: perform a soft reset.
- Tip 2: update the smartphone.
- Tip 3: perform a hard reset.
- If unresolved, book the device in — refer to place of purchase or service.za@support.mi.com.
Microphone stopped working
Typically a hardware fault — advise booking the phone in at the service centre. Contact service.za@support.mi.com.
Headphone jack faulty
First test a different pair of headphones. If the problem persists it's likely hardware — book in at the service centre. Contact service.za@support.mi.com.
Features Hotspot, DND, storage & floating window
Create a hotspot
- Settings > Portable Hotspot > Enable Portable Hotspot.
- Select Set up Portable hotspot > change the network name.
- Create a personalised password.
Favourites still call through when DND is on (Xiaomi 12T Pro)
Settings > Sound & Vibration > Notify about calls > None.
Moving apps to the SD card
If tapping Storage bounces back, the card isn't being read — likely a virus or corrupted data. Back up the card to a PC, format it, then re-add. You may also need to switch WhatsApp from external to internal storage.
Activate the floating-window function (Redmi Pad)
Settings > More settings > Permission management > Applications > Floating window > On.
TV Box / Stick Reset, Wi-Fi & remote pairing
Hard reset the Mi TV Box / Stick
- Power off and unplug the Box/Stick.
- Hold the Back Arrow + Select (centre) buttons on the remote.
- While holding, reinsert the power supply; keep holding ~15 seconds until the recovery screen appears.
- Choose Factory Reset (installed apps & Wi-Fi settings will be lost), let it reboot, then re-pair the remote.
- If the problem persists, book it in for assessment. Video: youtu.be/Fn5j0mS5-B4.
Mi TV Box S — Wi-Fi connection failure
- Check the Box software is up to date, then reset the router.
- Hard reset: power off → hold Back Arrow + Menu (Select) → power on into recovery → Reboot System Now → Delete all data.
- If unresolved, book in for assessment. Video: youtu.be/Fn5j0mS5-B4.
Mi TV Stick — Wi-Fi connection failure
Unplug the Stick from the TV for a few minutes, then plug it back in. Escalate if the problem persists.
Remote not connecting
- Check the batteries first.
- Unplug the power cable, wait 10 seconds, plug back in and follow the on-screen pairing prompts.
- Hold Back Arrow + Home (red circle) together; hold the remote ~20 cm from the Box and release together to pair. Video: youtu.be/rj1eq26qeIs.
- Still not connecting: replace the batteries. If the red light shows but the remote still fails, it needs replacing — contact service.za@support.mi.com.
Green screen after booting (Mi TV Stick)
Settings > Display > Brightness > turn off Smoothen transitions.
Wearables Mi Band & watch issues
Mi Watch is losing time (restart by generation)
- Smart Band 7 Pro: Settings > System > Restart.
- Mi Band 7: wake → Settings > System > Restart → confirm.
- Mi Band 6: wake → Settings > Reboot → confirm.
- Mi Band 5 / 4: wake → More > Settings > Reboot → confirm.
Connectivity issues: phone ↔ smart band
- Ensure the band is charged or on its charger during pairing/syncing.
- Restart the phone's Bluetooth if the app can't see the band.
- Restart both devices; as a last resort, factory-reset the band and pair during start-up.
Pair Smart Band 5 to an Apple device / app not supported
Download and use the ZEPP Life app (formerly MiFit) from the Apple App Store.
Activate Tap Pay on the Xiaomi S1 Active watch
Settings > Apps & Notifications > Default apps > Tap & Pay (Default apps may sit under the Advanced section).
Cleaning Mop / vacuum not pairing with Mi Home
Mop won't pair with the Mi Home app
- Reset the mop and try pairing again.
- Follow the step-by-step guide: youtu.be/anSKD-g9UPw.
Only 2.4 GHz Wi-Fi networks are supported.
Pet feeder Battery backup & loadshedding
How the feeder works on batteries / during loadshedding
- The compartment at the base takes 4 × AA batteries (not supplied) for emergency backup during outages.
- In backup mode the app won't work — only manual dispense (button on the lid) and pre-scheduled dispensing remain.
- Pre-set portions and times are essential: the unit keeps to the schedule, but times can only be changed via the app once power and Wi-Fi return.
Ad-hoc remote dispensing is unavailable while on battery backup.
General IOT Other smart-home guidance
General Wi-Fi connection on a device
Switch Wi-Fi on, restart the device and the router, then try connecting again.
Need a user guide?
- Email Xiaomi: service.za@support.mi.com.
- Smart-home user guides: mi.com/global/support/userguide/za.
- Mi Community: new.c.mi.com/global/forum-type/ALL.
Don't refer customers to the phone section of the online guide — it has no useful information.
Software Mi Cloud, updates & lost device
Reset the Mi Cloud password
- On phone: Settings > Mi Account > Sign in using Mi Account > Forgot password — reset via recovery phone or email.
- On computer: visit id.mi.com > Forgot password?
Software not available (e.g. vacuum update)
Some updates aren't yet released in SA — awaiting Xiaomi confirmation. Email service.za@support.mi.com to communicate directly with Xiaomi.
Track a lost device
Only works if Find Device was activated in Mi Cloud beforehand. From a computer or another phone, sign in at account.xiaomi.com and click Find Device.
Policy Devices bought from grey dealers
Grey-dealer response
- Devices from unauthorised sellers cannot be assisted with repairs.
- MIA is the only authorised distributor in South Africa; purchases should go through MIA or an authorised retailer (listed on the site).
- Suggest the customer log a complaint against the grey dealer with the Consumer Ombudsman.
Logistics In-warranty returns process (Infinity Data)
Key rule: if an item in a bundle is defective, only that individual item is returned. If the product was not purchased from Infinity Data, it will not be collected.
FNB may not replace or refund a defective item without following this process or receiving written consent from Infinity Data.
Log a collection (email both)
Include: proof of purchase, IMEI / serial number, a brief fault description and a valid collection address. SSS Cellular provides a reference number on collection — quote it on all follow-ups.
Current process — step-through
Verify proof of purchase
Digital Planet
Obtain the proof of purchase from FNB and confirm it matches the physical item.
Confirm warranty period
Digital Planet
Establish the item is within warranty — 24 months (mobile) or 6 / 12 months (IOT).
Log the collection
Digital Planet
Email proof of purchase, IMEI/serial, fault description and address to Infinity Data & SSS Cellular.
IMEI match check
Infinity Data
Infinity Data advises SSS Cellular whether the IMEI matches a device supplied to FNB.
Collection
SSS Cellular
On confirmation, a nominated courier collects. Proof of purchase + collection document must accompany the item.
Assessment
SSS Cellular (Service Centre)
Assess whether the item is defective and whether repair is in- or out-of-warranty. Software faults are covered if the original software is untampered.
Repair or replace
SSS Cellular
Repaired/replaced item returns to point of origin by courier unless FNB advises otherwise in writing.
Refund route (if applicable)
Infinity Data → FNB
OBF (within 7 days) or CPA (within 6 months): FNB credited at original invoice price; the Infinity Data credit note authorises FNB to refund the customer.
OBF vs CPA returns — packaging
- OBF (out-of-box failure, within 7 days): must include original packaging, documentation and all accessories. Customer may choose replacement or refund.
- CPA (within 6 months): original packaging preferred but not required; package securely for transit. Still undergoes assessment to confirm the defect, then replacement or refund.
- Bundles: the same applies to a defective bundled item (e.g. a broken lightbulb) — FNB is credited for the individual item at original invoice price.
CPA update (Feb 2023): Infinity will no longer honour CPA requests for a credit — defective units delivered within the 6-month period are repaired (replaced only if no spare parts are available). Confirm the latest position before quoting a refund.
Turnaround times (TAT)
Logistics Out-of-warranty process
Steps
- Obtain proof of purchase and confirm it matches the item.
- Email proof of purchase, IMEI, fault description and collection address to support@infinitydata.co.za & xiaomicollections@ssscellular.co.za. Package securely for transit.
- Customer is quoted for repair (labour + parts) and has 7 business days to accept or reject. Quotation TAT: 1 working day.
- End-to-end TAT 7–10 working days, affected by quote acceptance.
Fees & BER
- Quote rejection fee: R171.00. Reminders sent on day 7 and 14; uncollected after 3 months, SSS Cellular may defray the item and offset handling.
- Beyond Economical Repair (BER): customer pays a R171.00 handling fee; SSS Cellular may retain the device until paid. FNB is notified once payment clears and the unit is ready for collection.
Reference Xiaomi IOT warranty period per product
All listed products carry OBF support.
Logistics Faulty bundled buds — quick path
Send a repair request
Email xiaomicollections@ssscellular.co.za and support@infinitydata.co.za. The Infinity team will advise on repair or replacement.
Remember: only the individual defective item from a bundle is returned, not the whole bundle.
Reference Accredited Xiaomi service centres (SA)
SSS Cellular — Boksburg
Unit 36 & 37, N12 Industrial Park, 188 Dr Vosloo Road, Bartlett, Boksburg · Tel +27 11 894 4100 · info@ssscellular.co.za · ssscellular.co.za
SSS Cellular — Durban
Shop U92, Cornubia Mall, Cnr Tecoma & Flanders Drive, Durban · Tel +27 31 502 4918 · info@ssscellular.co.za
SSS Cellular — Cape Town
78 Edward Road, Bellville, Cape Town · Tel +27 21 914 0909 · info@ssscellular.co.za
Device Repair Center — Roodepoort
Building 1, Clearwater Office Park, Cnr Christiaan De Wet & Millennium Blvd, Strubens Valley, Roodepoort · Tel +27 10 900 3220 · repairs@device-repair.co.za · device-repair.co.za
Vodacom Repairs (38 service points)
Main ARC: 292 Roan Crescent, Corporate Park North, Midrand · Tel +27 82 1944 · vodacom.co.za — repairs
Standard hours: Mon–Fri 08h00–17h00; Sat varies (often closed); Sun & public holidays closed. Source GPS coordinates for Cape Town / Durban appeared swapped in the original email and have been omitted — confirm before publishing.
Contacts Support & escalation
- 1st-line support & general queries (TAT 24h): support@infinitydata.co.za
- Log a collection (TAT 24h): support@infinitydata.co.za & xiaomicollections@ssscellular.co.za
- Repairs, technical support, status & escalations (TAT 24h): xiaomicollections@ssscellular.co.za
- Xiaomi product / DG-desk escalation: service.za@support.mi.com
If no feedback within 24h:
Customer care lines: Infinity Data 062 875 2642 · SSS Cellular 011 894 4100 / 011 894 2200
Reference Online resources
- service.za@support.mi.com — Xiaomi SA email support / escalation.
- Xiaomi user guides (ZA) — smart-home product manuals.
- Mi Community — device & product forums.
- account.xiaomi.com / id.mi.com — Mi Account & Find Device.
- MIA store (ZA) & authorised retailers.
v0.01 — links point to official Xiaomi / MIA hubs. Confirm region-specific URLs and the latest CPA / warranty position before publishing the next version.
Social Common social-media responses
Accessories & spares
Online store: mia.africa.com/za/accessories-za or Takealot. For spares, contact customercare@mobileinafrica.biz.
Order issues
Delivery fee: R100 on any purchase under R900.
Repairs (social channel)
Confirm the device was bought on the online store or an official retailer, then direct to customercare@mobileinafrica.biz (technical lead: Ricardo, support@mobileinafrica.biz).
Contracts / reselling / jobs / sponsorships
Authorised retailers / where to buy
Online store: mia.africa.com/za. Authorised retailers: mia.africa.com/za/where-to-buy.