Vodafone Customer Care India (Vi): A Complete, Practical Guide

Who Vi Is and What Customer Care Covers

Vodafone Idea Limited, branded as “Vi,” was formed in 2018 through the merger of Vodafone India and Idea Cellular. Today, Vi serves well over 200 million subscribers across India’s 22 telecom circles, providing prepaid, postpaid, broadband (FTTH in select locations), enterprise mobility, and IoT connectivity. Customer care spans account management, billing, technical/network issues, SIM/eSIM and KYC services, portability (MNP), international roaming, value-added services (VAS), and regulatory requests such as DND.

Support is delivered via multiple channels: IVR helplines from your Vi mobile, the Vi App (Android/iOS), web self-care on myvi.in, social-media care handles, and Vi Stores. Most routine tasks—recharges, plan changes, data add-ons, bill downloads, complaint tracking—are fastest in the Vi App or on the website, while identity-bound activities (new SIM, SIM swap, some eSIM activations) typically require a store visit with original ID proof.

Fastest Ways to Reach Vi Customer Support

From a Vi number, the two most important helplines are 198 (complaints) and 199 (general care and requests). When you lodge a complaint on 198, you should receive a docket (reference) number with the date and time; make note of it—it’s required if you need to escalate later. For general queries, plan changes, or information, 199 is the standard care line; agent availability and call charges follow your plan and circle rules.

For regulatory services that apply across operators, India uses common short codes: 1909 for Do Not Disturb (DND) preferences and 1900 for Mobile Number Portability (MNP) to obtain your Unique Porting Code (UPC). DND changes usually take effect within 7 days; UPC validity is typically 4 days nationwide (and 30 days in J&K, Assam, and North East circles), as per DoT/TRAI norms.

• Complaints (from Vi mobile): 198 (toll-free from Vi)
• General care/info (from Vi mobile): 199 (may be chargeable as per plan)
• DND activation/change: SMS or call 1909 (common across operators)
• Porting (UPC): SMS “PORT <10-digit number>” to 1900 (common across operators)
• Official website and self-care: https://www.myvi.in (Help: https://www.myvi.in/help)
• Store locator and hours: https://www.myvi.in/stores
• Official care handle on X (Twitter): @ViCustomerCare

Digital Self-Service That Resolves Most Requests

The Vi App is the quickest route for day-to-day needs. You can view and pay postpaid bills, download past statements, recharge prepaid numbers, switch plans, purchase data add-ons, activate/deactivate international roaming, raise network and billing complaints (and track their docket status), and change account details such as email IDs for e-bills. The app also shows plan benefits consumption in near real-time, which is helpful before you raise a usage/billing dispute.

On the web, the same capabilities are available at myvi.in. The Help section (myvi.in/help) provides chat support, FAQs, live order/SIM-tracking (for online SIM orders), guides for eSIM and device compatibility, and a direct path to complaint registration. If you manage multiple numbers—family or enterprise—the app/web “Manage Accounts” view streamlines payments and add-ons across connections.

In-Store Assistance and When You Must Visit

Some services require in-person KYC per Department of Telecommunications (DoT) rules. These include new SIM activation in many cases, SIM swap (lost/damaged SIM), some eSIM activations for certain devices/circles, ownership change (transfer of connection), and converting between prepaid and postpaid in select scenarios. Carry an original, valid photo ID (Aadhaar/Passport/Driving Licence) and a soft/hard copy of your recent bill or SMS/email registered on the line for faster processing.

SIM replacement fees vary by circle; many Vi Stores charge a nominal fee (commonly around Rs 50, inclusive of taxes) for a physical SIM swap. Typical activation after a swap is within a few hours once KYC is verified. To save time, locate your nearest outlet and confirm documentation and fees in advance at https://www.myvi.in/stores. For corporate queries, you can also refer to Vi’s corporate communications at Vodafone Idea Limited, Birla Centurion, Century Mills Compound, Worli, Mumbai 400030, and the registered office at Suman Tower, Plot No. 18, Sector 11, Gandhinagar 382011 (Gujarat).

Escalation and Dispute Resolution Under TRAI Rules

When you raise a complaint on 198 (or via the Vi App/web), insist on a docket number; it proves filing and anchors the resolution timeline. If the complaint isn’t resolved to your satisfaction, or within the communicated timeframe, escalate to your circle’s Nodal Officer (details available on myvi.in/help; select your circle). If still unresolved, you can appeal to the Appellate Authority for your circle. Keep your docket number(s), dates, and all supporting evidence (screenshots, bills, recharge receipts, speed tests, call drops with timestamps) ready.

Appeals typically must be filed within a set window from the original complaint closure or the end of the promised resolution time. The Appellate Authority adjudicates based on TRAI’s Consumer Protection and Grievance Redressal regulations. For reference on consumer rights and processes, see the Telecom Regulatory Authority of India at https://www.trai.gov.in. For spam/unsolicited communication complaints, use 1909 or TRAI’s DND resources; for suspected telecom fraud or financial cybercrime, call the national helpline 1930 and report at https://cybercrime.gov.in.

Practical Scenarios and Step-by-Step Actions

Lost phone or SIM: Immediately block services to prevent misuse. From another Vi phone, call 198/199 and request a temporary block; from any connection, you can also use the Vi App/web to suspend services if you’re logged in. File a local police report (FIR/e-FIR) if the device is stolen. Visit a Vi Store with your original ID for a SIM replacement. After the swap, service typically restores within a few hours. If fraudulent transactions occurred, call 1930 promptly.

Porting to or from Vi (MNP): To leave your current operator, SMS “PORT <10-digit number>” to 1900 and you’ll receive a UPC. Share the UPC with the receiving operator (e.g., Vi if you’re switching in) along with your KYC; your number remains active during processing. UPC validity is usually 4 days nationwide (30 days in J&K, Assam, NE). Porting typically completes within 48 hours for within-circle ports; for inter-circle moves, timelines may be longer as per regulations.

International roaming and travel readiness: Activate IR in the Vi App/web (or via 199) at least a few hours before departure. Select a country-pack that matches your itinerary and usage. Ensure billing email is correct to receive real-time usage alerts. If you’re on postpaid with a new line or limited credit, a refundable security deposit may apply per circle policy. Test outgoing calls/SMS on arrival; if registration fails, toggle airplane mode, select a partner network manually, or contact Vi Care via the app over Wi‑Fi for troubleshooting.

What to Have Ready Before You Contact Care

• Your Vi mobile number(s), alternate contact number, and email registered on the account
• Recent bill/recharge details, transaction IDs, and any bank/payment screenshots
• Complaint docket number(s), dates/times, and evidence: call-drop times, speed tests, error messages
• Device details (make/model, OS version), SIM form factor/eSIM status, and location of issue (pin code)
• For in-store KYC: original photo ID and, if applicable, proof of address and authorization letters for corporate lines

Final Tips for Faster Resolutions

Use the Vi App or myvi.in for first-line actions: you’ll often resolve recharges, plan changes, data add-ons, DND, and IR activation in minutes without waiting on IVR. For network complaints, include precise pin codes, building/floor details, and time bands; this speeds up technical diagnosis. Always capture the docket number on 198, and set a calendar reminder for the promised resolution date so you can escalate promptly if required.

For issues that recur (e.g., repeated call drops in a fixed location or persistent billing discrepancies), reference your previous dockets when re-opening the case; this establishes a pattern and helps care teams fast-track engineering checks or billing adjustments. Keep your contact details and KYC up to date in the app to receive alerts, bills, and resolution updates without delay.