Idea Cellular Customer Care Number: The Definitive, Up‑to‑Date Guide

Why “Idea” support is now handled by Vi (Vodafone Idea)

Idea Cellular merged with Vodafone India on 31 August 2018 to form Vodafone Idea Limited (VIL). The unified consumer brand “Vi” was launched in September 2020. As a result, all Idea customer care services, phone lines, and escalation paths now operate under Vi.

If you are looking for the old Idea customer care number, you should use the Vi helplines and digital channels listed below. Your existing Idea SIM and number continue to work, but support and complaints are handled by Vi’s systems and staff.

Working helplines and official channels (all India)

These are the current, operator-sanctioned ways to reach customer care for former Idea (now Vi) mobile connections. The most universally reliable numbers are the short codes mandated or recognized across circles.

• 198 (from your Vi/Idea mobile): Toll‑free complaint line. Use for service faults, call/data/SMS issues, billing disputes, SIM loss, and urgent network complaints. Available 24×7; you will receive a complaint “docket number” by SMS.
• 199 (from your Vi/Idea mobile): General information and requests helpline. Typical uses include plan changes, pack details, activation/deactivation of services, and account queries. Call charges may apply as per your plan; availability and menu options vary by circle.
• Circle‑wise 10‑digit customer care numbers (from other networks/landlines): Select your state/circle here: https://www.myvi.in/help-support/vi-customer-care-number to get the correct regional number, Nodal Officer, and Appellate Authority contacts.
• DND (Do Not Disturb): Call or SMS 1909 (toll‑free). For full DND via SMS, send “START 0” to 1909. For selective preferences, send “START” followed by category numbers (you will receive a reply with options). To modify/stop, reply to 1909 as instructed.
• Mobile Number Portability (MNP): SMS “PORT <10‑digit mobile number>” to 1900 (standard SMS charge as per plan). You will receive a Unique Porting Code (UPC), typically valid for 4 days (30 days in J&K, Assam, and North East). Take the UPC and your KYC to the new operator or a Vi store to port in/out.
• Vi App: Search “Vi App” on the Google Play Store or Apple App Store. The app supports live chat, complaint registration (with docket IDs), plan management, eKYC, and SIM replacement requests.
• Web self‑care: https://www.myvi.in (recharge, plans, eSIM, complaint/help pages). Store locator: https://www.myvi.in/stores
• Social care (public): X/Twitter handle @ViCustomerCare. Use for status follow‑ups or quick guidance. Avoid sharing personal data publicly; the team will move you to DM for verification.

Notes on charges: 198 and 1909 are toll‑free. 199 may be chargeable depending on your tariff. SMS to 1900 for MNP is charged at your normal SMS rate. Standard roaming charges apply if you call from outside India.

How to reach a human agent quickly on the IVR

From your Vi (ex‑Idea) number, dial 198 for complaints or 199 for general queries. After language selection, choose the option for “complaints” or “talk to customer care executive.” Menus differ by circle; if the IVR is not offering a live agent immediately, wait without pressing keys after the menu prompt—many circles route to an agent after the last prompt if no input is received.

Have these details ready to speed up verification: your mobile number, last recharge amount and date, your full name and ID type used for KYC, and a brief, specific problem statement (e.g., “outgoing barred since yesterday after successful recharge of ₹239; need immediate restoration”). Always ask for and save the complaint “docket number” sent by SMS—this is required for escalation.

Escalation: Nodal Officer and Appellate Authority

If your issue is not resolved to your satisfaction, India’s consumer protection framework (TRAI’s Telecom Consumers Complaint Redressal Regulations, 2012, as amended) provides a graded escalation path. Vi publishes circle‑wise Nodal Officer and Appellate Authority contact details on its website.

• Level 1 – Customer Care (198/199, Vi App, or web): You receive an acknowledgment and a docket number immediately. Keep this for reference. Resolution timelines vary by issue type (e.g., billing, network, VAS). You will be informed of the expected time when you lodge the complaint.
• Level 2 – Nodal Officer (circle‑wise email/phone): If unresolved or the resolution is unsatisfactory, escalate with your docket number. Find contacts here: https://www.myvi.in/help-support/vi-customer-care-number (choose your state to view Nodal details). Provide concise facts, dates, proofs (screenshots/bills), and the docket ID.
• Level 3 – Appellate Authority: File an appeal within 3 months of Vi’s response/closure if still unsatisfied. The Appellate Authority is required to decide the appeal within prescribed timelines (commonly up to 39 days from filing). Appellate submission formats and email/phone are listed per circle on the same Vi support page.

Tip: When escalating, attach a one‑page timeline: issue start date, each interaction with 198/199 (with timestamps), what was promised, and what actually happened. This increases the likelihood of a swift, favorable decision.

Common tasks you can complete without calling

Most routine actions are faster on the Vi App or website. Examples: check plan/pack balances, download past bills (postpaid), update email for e‑bills, enable/disable value‑added services, activate international roaming, raise a network complaint with location, request SIM replacement/eSIM, and track complaint status using your docket number.

For network or spam issues, use the regulatory short codes: raise DND preferences via 1909 (free) and report persistent unsolicited commercial communication by following the DND reply flows. For portability, initiate with the 1900 UPC SMS. Keeping these codes handy reduces wait times and helps create a clear audit trail if you need to escalate.

Corporate details of Vodafone Idea Limited (for formal correspondence)

Legal name: Vodafone Idea Limited (formerly Idea Cellular Limited). Registered Office: Suman Tower, Plot No. 18, Sector 11, Gandhinagar – 382011, Gujarat, India. Corporate website (investor/press): https://www.vodafoneidea.com. Consumer website (plans/support): https://www.myvi.in.

For official notices or regulator‑grade escalations, use the Nodal/Appellate contacts listed for your circle on the Vi website and include your complaint docket number, KYC name, service address, and desired remedy. For enterprise services or port‑in assistance, visit the nearest Vi Store (locator: https://www.myvi.in/stores) with a government ID and a recent passport photo, or submit a request through the Vi App.

Quick summary

If you were searching for the “Idea customer care number,” use 198 (toll‑free complaints) or 199 (general queries) from your Vi/Idea mobile, or retrieve your circle’s 10‑digit care/Nodal/Appellate numbers at https://www.myvi.in/help-support/vi-customer-care-number. Keep your docket number safe, and escalate to the Nodal Officer and Appellate Authority within the stated timelines if needed.