Idea (Vi) Customer Care Service Numbers: A Complete, Up‑to‑Date Guide

Idea is now Vi: what changed and what didn’t

Idea Cellular merged with Vodafone India on 31 August 2018, and the unified brand “Vi” (Vodafone Idea Limited) was announced on 7 September 2020. If you were an Idea customer, your SIM and services continue to work under the Vi network. For support, you now use Vi’s care channels; the most important short codes for calling customer care remain the same across India.

This guide explains the official customer care service numbers you can dial, the right situations to use each one, expected timelines, and practical escalation paths that comply with Indian telecom regulations. It also includes links to official Vi support pages so you can raise, track, and escalate requests with a verifiable trail.

The official customer care service numbers you can use

Across India, Vi operates standard short codes mandated and recognized in the industry. These work from any active Vi mobile number, regardless of circle. Use the dedicated complaint line for issues that need formal tracking, and the general care line for requests like plan information, pack activation, or SIM help.

• 198 — Complaints (toll‑free, 24×7). Use this for service faults, incorrect charges, network issues, or wrongful VAS activation. You will receive a docket/complaint number immediately; note it down.
• 199 — General care and requests (IVR/self‑service and agents, 24×7). Typical uses: plan details, data balance, recharge help, SIM replacement guidance, international roaming enablement. Standard call charges per your plan may apply.
• 1909 — DND (Do Not Disturb) and spam reporting (toll‑free). Call or send SMS “START 0” (fully block) or “STOP” to 1909, as per TRAI’s UCC framework, to manage telemarketing calls/SMS. You can also report nuisance calls/SMS here.
• 1900 — Mobile Number Portability (MNP). Send SMS “PORT <your 10‑digit mobile number>” to 1900 to receive a UPC for porting out/in. The UPC is typically valid for up to 4 days (30 days in J&K, Assam, North‑East; subject to TRAI rules).

These short codes are accessible from your Vi SIM. If your Vi SIM is lost, damaged, or inactive and you cannot dial 198/199, use the official web support at https://www.myvi.in/help-support, the Vi App (search “Vi App” on Google Play or the App Store), or visit a Vi store (locator: https://www.myvi.in/store-locator). For urgent SIM block due to loss/theft, use the web chat or walk into a store with a valid ID for immediate action.

How to call effectively: hours, identification, and IVR tips

Both 198 and 199 operate 24×7. Keep your mobile number, last recharge/bill amount, and basic ID handy. If you are calling from another phone, have your SIM details (last dialed numbers, last recharge date, approximate location) ready for quick verification.

Menu flows vary by circle and may change, but a common pattern on 199 is language selection, existing connection, then “talk to an agent.” Listen carefully to prompts if you need a human agent; on many circles, choosing “existing connection” and then the “other issues” option routes you faster. On 198, state the exact problem and ask for a docket number; you have the right to receive it instantly.

Resolution timelines and escalation (TRAI‑compliant)

When you raise a complaint on 198, Vi must provide a complaint/docket number immediately. Retain this for all follow‑ups. Resolution time depends on the issue type. Service restoration and VAS deactivation are typically addressed within hours; billing disputes may take longer. You should generally receive a clear resolution or an update within a few working days.

If you are not satisfied or timelines lapse, escalate to the Appellate Authority for your circle. You can file an appeal within 3 months of the complaint closure or expected resolution date. As per the Telecom Consumers Complaint Redressal Regulations, 2012, the Appellate Authority should decide the appeal within a maximum of 39 days from filing, and you will receive a written/recorded disposition.

How to escalate: go to https://www.myvi.in/help-support and choose the Grievance/Appellate option for your circle (you will need your 198 docket number). If the appellate outcome is still unsatisfactory, you may lodge a grievance with the Department of Telecommunications via CPGRAMS at https://pgportal.gov.in. For SIM misuse, fraud, or KYC issues, use the government’s official portal https://www.sancharsaathi.gov.in (features include Know Your Mobile connections and reporting fraud lines).

Digital self‑service: faster than calling for many tasks

For most account‑level requests, the Vi App and the web portal are faster than IVR. You can check active packs and balances, download bills, change plans, enable/disable roaming, raise/track complaints (with the same docket trail you would get via 198), and update email/alternate numbers. Start at https://www.myvi.in or install the Vi App and log in with OTP.

The Help section at https://www.myvi.in/help-support provides topic‑specific flows (SIM lost/damaged, network issues, OTT benefits, eSIM, family/RED plans). The store locator at https://www.myvi.in/store-locator lets you find the nearest Vi store for SIM replacement, KYC updates, or corporate account assistance; carry a government‑issued ID (Aadhaar, Passport, or DL) and the SIM’s last known details.

Before you call: quick checks that often fix the issue

Many “network” or “data not working” complaints trace back to local settings, expired packs, or temporary outages. A minute of checks can save a long call and get you back online faster—even if you still end up filing a formal complaint with 198, you’ll have clearer context to share with the agent.

• Plan validity and data: In the Vi App or on https://www.myvi.in, confirm your plan has active data/voice benefits and that validity hasn’t lapsed. Recharge gaps of even 1 day can disable services.
• SIM and network: Toggle Airplane Mode for 30 seconds, then select network manually (Settings → Mobile Network → Network Operators → select Vi). Switch preferred network between 4G/5G and 3G/2G if coverage is weak indoors.
• APN settings: Ensure APN is set to “Vi” or the default provided by your phone. Deleting custom APNs and using the default often restores data instantly.
• Device/SIM isolation: Test your SIM in another phone, or another SIM in your phone. If your SIM fails in multiple devices, it’s likely a SIM or account issue; visit a store for a replacement.
• Spam/DND: If you receive unwanted calls/SMS, send “STOP” to 1909 with categories you want to block, or call 1909 and follow the IVR to configure DND precisely. Keep sample messages/caller IDs for reporting.

If none of the above resolves the problem, call 198, describe the troubleshooting you’ve done, and request a diagnostic. Ask for the complaint to be tagged with accurate issue codes (e.g., “coverage gap,” “call drop to specific network,” “incorrect VAS charge”) to speed up backend handling.

Costs, privacy, and safety

Calling 198 is toll‑free. Calling 199 may be chargeable as per your base plan or standard call rates in your circle—check your plan details in the Vi App or at https://www.myvi.in. DND and MNP SMS to 1909/1900 are not billed at premium rates.

For your security, Vi agents will never ask for full card numbers, CVV, UPI PIN, or OTPs for refunds or KYC. Do not share these on calls or social media. Use only official channels: 198/199 from your Vi phone, the Vi App, https://www.myvi.in, and the government portals linked above. For social media assistance, verify the handle (for X/Twitter, the official care handle is typically @ViCustomerCare) and never share OTPs in DMs.