NTC Customer Care Number 24 Hours: Complete, Practical Guide

The 24-hour helplines you can call

Nepal Telecom (NTC) operates round-the-clock customer support for mobile (GSM/4G), fixed line (PSTN), FTTH fiber, ADSL, and related services. The two primary helplines to reach an agent or register a fault at any hour are short and easy to remember, and they are toll-free when dialed from an active NTC number inside Nepal.

Support is available in Nepali and English. Response times vary by traffic, but off-peak hours (late evenings and early mornings, Nepal Time, UTC+5:45) typically see shorter queues. If your call drops, you can redial or use the alternatives listed below to file a ticket with the same details.

• 1498 — NTC Customer Care (24/7). General queries, SIM and plan issues, data packs, value-added services, PUK help, roaming activation, and billing questions. Toll-free from NTC numbers.
• 198 — Fault/Service Desk (24/7). Register service faults and outages for PSTN, FTTH, ADSL, and mobile network complaints. Toll-free from NTC numbers.

Who can call and what it costs

Calls to 1498 and 198 are free of charge when dialed from an NTC mobile or NTC fixed line within Nepal. From non-NTC networks, the short codes may not connect, or standard inter-operator rates could apply if the other operator supports the short code. If you are using an international roaming SIM or are outside Nepal, short codes won’t work; use the web channels or published landline numbers on NTC’s contact page.

For verified assistance, keep your NTC number active and able to receive SMS; many actions (e.g., SIM barring, service resets) trigger one-time passwords or confirmation texts. Agents will never ask for your full recharge PIN or internet banking credentials. If in doubt, hang up and redial 1498 or 198 yourself.

Official addresses and online channels

Central Office and main customer service counter: Nepal Telecom, Bhadrakali Plaza, Kathmandu 44600, Nepal. Typical front-desk hours are Sunday–Friday, around 10:00–17:00 Nepal Time (public holidays may affect hours). For the latest counter timings and regional office addresses, check the website before you visit.

Official website: https://www.ntc.net.np. For phone numbers reachable from outside Nepal and the latest contact updates, see the Contact page: https://www.ntc.net.np/contact-us. NTC’s verified social pages are also announced on the official site; use those links to avoid impostor accounts when requesting help via Facebook or X/Twitter.

When to use 1498 vs. 198

Use 1498 when you need help that is account- or product-related: SIM replacement steps, PUK retrieval, data pack purchase failures, VoLTE activation, balance or billing clarifications, international roaming activation, or questions about new FTTH plans and installation booking. The agent can check your account profile, advise on charges, and perform real-time actions where permitted.

Use 198 when you need to log a technical fault: no signal or frequent call drops in a specific location, data not connecting with correct APN, FTTH LOS light issues, slow ADSL speeds, PSTN line noise, or complete service outage. A 198 ticket gets a unique reference ID, is routed to the appropriate field/technical team, and typically triggers an SMS acknowledgement to your registered mobile number.

Information to prepare before you dial (speeds up 24/7 support)

Having a few key details ready reduces verification time and helps the agent or technician act on your case immediately. This also improves first-contact resolution, especially at night when field dispatch is triaged for critical faults.

• Your NTC number(s) and service IDs: mobile MSISDN (98/97… for GSM), PSTN landline number, and FTTH account/customer ID (printed on your bill or installation receipt).
• Account holder’s name and recent activity for verification: last recharge amount/date, last three numbers called, or last invoice amount (for postpaid/FTTH).
• Location and timestamps: exact area/ward, landmark, and when the issue started (e.g., “since 22:30 on 2025-08-27”). For mobile coverage issues, note whether the problem is indoor-only or also outdoors.
• Device and setup details: handset model and dual-SIM status; for FTTH, ONT/router brand and indicator lights (LOS/PON/POWER), direct cable vs. Wi‑Fi test results, and any error messages.
• Previous ticket numbers: if you are following up, provide the earlier 198/1498 case ID for continuity and faster escalation.

Expected timelines and escalation

Many account-level actions (PUK retrieval, balance adjustments after failed top-ups, plan corrections) are instant once your identity is verified. Network-side resets (SIM barring/unbarring, roaming provisioning, FTTH port reset) usually complete within minutes, with confirmation by SMS. Broader outages or local base-station issues depend on field access and power/backhaul conditions; after you log a case on 198, you will receive an SMS with a ticket number for tracking.

If a fault persists beyond the advised window or the ticket closes without resolution, call 198 with the case ID and request escalation. For billing disputes, request a formal dispute number via 1498 and keep copies/screenshots of top-up receipts or bank confirmations with timestamps and transaction references. For persistent service-impacting issues, you may be asked for additional logs (speed tests with time/location, ping/trace outputs for fixed broadband).

Calling from outside Nepal or from another operator

Short codes (1498/198) are designed for in-country calls from NTC lines and typically do not work from abroad. If you are traveling, use the official website’s Contact page (https://www.ntc.net.np/contact-us) to find a geographic landline that accepts international calls, or raise a request through the web form. When dialing a published landline from overseas, use the country code +977.

If your NTC SIM is in roaming and you cannot connect to 1498, submit your request online and specify your roaming country, visited network (e.g., DT, O2), and whether voice/SMS/data roaming is partially working. For lost/stolen SIMs while abroad, request urgent barring through the web channel and then arrange a SIM replacement on return with valid ID at an NTC counter.

Practical troubleshooting before you call at night

For mobile data: toggle airplane mode, reselect the network manually to “Nepal Telecom 4G/3G,” and verify APN is set to “ntnet” (default). For voice: test a call to any number and then to 1498; if both fail, note the error (e.g., “no service,” “call ended”). For FTTH: check POWER and PON lights on the ONT; if LOS is solid/red or blinking, avoid repeated reboots and log a 198 ticket so the OLT port can be checked remotely.

Providing these quick observations during a 24/7 call helps the agent determine whether the issue is account-level, device-specific, or a local network fault, and whether immediate remote action is possible or a field visit is required.

Summary: the fastest way to reach NTC 24/7

Dial 1498 for general customer care and account help, and 198 to register service faults and outages. Both are toll-free from NTC numbers and operate 24 hours a day. Keep your service IDs, verification details, and a concise description of the issue ready to accelerate handling, and record the ticket ID you receive by SMS.

When short codes are unavailable (e.g., from abroad), use the official website: https://www.ntc.net.np, especially the Contact page at https://www.ntc.net.np/contact-us, or visit the central office at Bhadrakali Plaza, Kathmandu 44600 during counter hours. Avoid third-party numbers and rely on contact details published by NTC to protect your account and privacy.