Vi customer care number: the definitive 2025 guide for India

Whether you need to check your plan, block a lost SIM, raise a billing dispute, or stop unwanted services, knowing the correct Vi (Vodafone Idea) customer care numbers saves time. In India, Vi operates standardized helplines mandated by the regulator as well as digital channels that can often resolve issues faster than a store visit.

The headline numbers to remember are 199 for general queries and requests, and 198 for formal complaints. Additionally, 1909 is the national DND helpline and 1900 is used for mobile number portability (UPC). Below you’ll find when to use each, how to navigate the IVR quickly, escalation steps, store and postal details, and reliable official links.

Official Vi customer care touchpoints

From a Vi mobile number within India, dial 199 for information, plan changes, VAS activation/deactivation, recharge help, SIM/block requests, and account support. For service complaints (billing disputes, network/service failures, unresolved requests), dial 198. The 198 complaint center is toll-free as per TRAI’s consumer protection framework; 199 is typically charged at standard plan rates (often free on many unlimited packs, but check your plan’s fine print).

If you’re calling from another operator or a landline, circle-specific 10-digit contact numbers are published on Vi’s website. Because these vary by telecom circle and may change, the most reliable source is the official help page. Vi also offers assistance via the Vi App and on social media.

• 199 (from a Vi number): Customer care for queries/requests, plan and recharge support.
• 198 (from a Vi number): Toll-free complaint helpline; obtain a docket number for any complaint.
• 1909 (any network): National Do-Not-Disturb (DND) activation/deactivation by call or SMS.
• SMS “PORT <10-digit mobile>” to 1900: Get UPC for mobile number portability (MNP).
• Official support and circle numbers: https://www.myvi.in/help-support (Contact Us and Complaint Redressal).
• Vi on X (Twitter) for care: https://twitter.com/ViCustomerCare (never share OTPs or full IDs publicly).
• Vi App (Android/iOS): https://www.myvi.in/vi-app for account, plans, complaints, and chat support.

When to use which number

Use 199 when you need information or to make routine changes: check data balance or validity, switch to a new pack, activate/deactivate value-added services, enable international roaming, request SIM block/unblock, or get help with recharge and invoices. In many cases, the IVR and the Vi App can complete these without an agent, but 199 gives you access to both self-service and agents.

Use 198 for complaints that require a formal docket (e.g., incorrect billing or charges, persistent network outages, failed VAS deactivation, long-standing activation issues, or unresolved 199 requests). Ask for and note the docket number read out/SMSed to you; it is essential for tracking and any escalation. Typical resolution timelines communicated in the docket are 24–72 hours for most issues, but some can vary by complexity and circle.

How to reach a human faster on IVR

Call from the Vi number that needs support; the system auto-detects your account and usually shortens the menu. Keep recent recharge amount/date, your full name as per KYC, and the last four digits of your ID document handy. Calling during off-peak hours (for example, 10:00–12:00 or 15:00–17:00 local time) often results in shorter wait times.

Menus do change by circle, but the following approach commonly helps. If voice prompts are available, clearly say “customer care executive” or “complaint” after language selection. If it’s keypad-only, these steps frequently route to an agent for most circles and both prepaid/postpaid users:

• Dial 199, choose your preferred language, then select the option for “Account/Plan/Recharge help.” If offered, press the key for “Talk to executive” (often 9 or 0).
• For lost SIM/block, dial 199 and choose the “SIM/Account security” path; agents prioritize such cases.
• For formal complaints, dial 198, select your language, then choose the category (billing, network, VAS) to reach a complaint agent and obtain a docket.
• If stuck in loops, say “agent” or “complaint” after each prompt; many IVRs escalate to an agent after repeated intent.
• In the Vi App, open Help & Support → Chat → type “call back” to request an agent call (availability varies by circle).
• If calling from another phone for a lost device, have your Vi number and last recharge details; ask the agent to block the SIM immediately and issue a replacement process.

Escalations, docket numbers, and timelines

Every complaint lodged on 198 should produce an SMS with a docket number (e.g., “SR xxxxxx…”). You can track it in the Vi App (Help & Support → Track Requests) or on the web portal after logging in with OTP. Keep all related evidence: screenshots of charges, speed tests with timestamps, call drops (date/time/location), or any incorrect VAS activation messages.

If a complaint is not resolved within the timeframe promised in your docket (commonly 24–72 hours) or you’re dissatisfied with the outcome, escalate to the Appellate Authority for your circle within 30 days. Use the official Complaint Redressal page at https://www.myvi.in/help-support/complaint-redressal to find your circle’s appellate email/phone and the online form. Provide the original docket, detailed description, and supporting documents.

Under the telecom consumer protection framework, 198 is toll-free and operators must provide a fair redressal mechanism. Appellate Authorities adhere to defined processes and timelines; keep your communications and acknowledgments for reference. If you continue to face issues after appellate closure, you can explore options with the regulator’s consumer resources or accredited consumer forums.

Store visits and postal details

Visit a Vi Store for KYC updates, SIM replacement (lost/defective/upgrade to eSIM where available), change of ownership, or when ID verification is required. Use the store locator at https://www.myvi.in/stores to find operating hours, services, and queue status. Carry original ID/address proof (Aadhaar, Passport, Driving Licence, Voter ID) and a passport-size photograph if requested; for corporate numbers, bring an authorization letter on company letterhead.

Registered Office (not a walk-in service center): Vodafone Idea Limited, Suman Tower, Plot No. 18, Sector-11, Gandhinagar, Gujarat 382011, India. Corporate Identification Number (CIN): L32100GJ1996PLC030976. For postal correspondence, use tracked mail and include your mobile number, circle, complaint docket number, and photocopies of relevant documents. For faster outcomes, prefer digital complaints via 198 and the Vi App, which generate traceable dockets automatically.

Charges, timings, and languages

Calling 198 (complaints) is toll-free from your Vi number. Calls to 199 are billed as per your plan’s standard calling rates; many unlimited plans effectively make these calls free, but always verify your plan’s terms. The national helplines 1909 (DND) and the MNP UPC SMS to 1900 are free of charge.

IVR self-service is available 24×7 in most circles. Live-agent availability varies by circle and load; large circles commonly offer extended hours, including evenings and weekends. Language options typically include English, Hindi, and the local circle language; choose the one you’re most comfortable with to minimize errors during verification and request logging.

Safety and fraud checks

Vi representatives will never ask for full OTPs, UPI PINs, or to install remote-control apps for “KYC reactivation.” Be wary of unknown numbers claiming to be “199” or “198”—spoofing exists. Always initiate contact through the official numbers above, the Vi App, or the verified handle https://twitter.com/ViCustomerCare. For SIM swap requests, insist on in-store KYC or the secure in-app eSIM process (where supported).

If you suspect fraud, immediately alert Vi on 198 to secure your line and document the incident. You can also report cyber fraud at the national portal https://www.cybercrime.gov.in or by calling the helpline 1930 for rapid payment recall attempts. Preserve messages, call logs, and transaction references for investigators.