Vodafone India (Vi) Customer Care: An Expert, Up‑to‑Date Guide

Who Vi Is and why the name matters

Vodafone India and Idea Cellular merged in 2018 and adopted the unified brand “Vi” on 7 September 2020. Today, Vodafone Idea Limited (Vi) provides mobile services across all 22 telecom circles in India, serving well over 200 million subscribers nationwide. If you were a legacy Vodafone or Idea customer, your customer care touchpoints are now consolidated under Vi.

Official properties you can trust: website https://www.myvi.in, the MyVi app on Android/iOS, and verified social support via X (Twitter) at @ViCustomerCare. The company’s Registered Office is Vodafone Idea Limited, Suman Tower, Plot No. 18, Sector 11, Gandhinagar, Gujarat 382011. Its Corporate Office is Vodafone Idea Limited, 4th Floor, Birla Centurion, Century Mills Compound, Pandurang Budhkar Marg, Worli, Mumbai, Maharashtra 400030.

All the official customer care channels and when to use them

From your Vi number, dial 198 (toll-free) to lodge a service complaint (billing, network, VAS, wrongful charges). Dial 199 for general information, plan changes, data add-ons, eSIM requests, and SIM-related service requests; calls to 199 may be chargeable as per your plan. For DND (Do Not Disturb), call 1909 or send an SMS with your preferences (e.g., START 0 to fully activate DND) to 1909, as per TRAI rules.

If your SIM is new, ported, or replaced, complete tele-verification by calling 59059 from the Vi SIM. For Mobile Number Portability, text PORT to 1900 to receive a Unique Porting Code (UPC). UPCs are typically valid 4 days (30 days in J&K, Assam, and North-East). If you are calling from a non‑Vi number, Vi publishes circle‑wise contact numbers; find yours at https://www.myvi.in/help-support (select “Call us”). You can also initiate support via the MyVi app (profile > Help & Support) and via WhatsApp through the link on the same Help page, which opens a verified “Vi Customer Care” business chat.

Response times and what to expect

When you contact 198/199 or raise a ticket via the MyVi app, you will receive an SR/CRN (Service/Complaint Reference Number) by SMS. Keep this reference for future escalation. Network and service restoration complaints are usually addressed on priority; billing investigations typically take longer due to cycle validation and backend audits.

Customer care IVR operates 24×7. Live agents are generally available during business hours (circle‑local time), with extended coverage for loss/theft SIM blocking. In emergencies such as SIM/phone loss, call 198 immediately to block outgoing services; once you complete KYC at a Vi store, SIM replacement is commonly fulfilled within a few hours (same day in most urban circles). Typical replacement fees range from ₹50–₹100 plus taxes, varying by circle.

How to file, track, and escalate a complaint (TRAI‑compliant process)

Step 1: Register your grievance via 198 (toll‑free), the MyVi app, or https://www.myvi.in/help-support. Explain the issue precisely (date/time, location for network, amount and date for billing). You will receive a docket/reference number and an estimated resolution timeline by SMS. Save every SMS and email related to the complaint for records.

Step 2: If the issue is not resolved within the promised time or you disagree with the closure, escalate to the Circle Appellate Authority within 30 days of the first decision/due date. Vi publishes circle‑specific Appellate phone numbers, emails, and office hours on the Help & Support section. File your appeal with your docket number, a clear summary, and supporting proofs (screenshots, bills, speed tests, etc.). Appellate Authorities issue a reasoned (“speaking”) order upon completion. If you remain unsatisfied, you can approach the Department of Telecommunications via CPGRAMS at https://pgportal.gov.in (select Department of Telecommunications) or seek guidance from the National Consumer Helpline at 1915.

Digital self‑care that saves time

The MyVi app (Android/iOS) is the fastest way to manage your account. You can check real‑time data/voice/SMS balances, download bills, raise 198/199 tickets, change plans, buy data add‑ons, enable/disable VAS, and activate international roaming. Login is OTP‑based, so you don’t need a password. The web equivalent is available at https://www.myvi.in (sign in with OTP).

For eSIM on supported devices (select Apple, Samsung, Google models), you can initiate a request through 199 or the MyVi app and complete device‑specific steps sent to your registered email. Keep your phone on Wi‑Fi during the eSIM download and avoid interrupting the process. If you’re swapping devices, confirm that your handset model and OS version are on Vi’s supported list.

Essential numbers, SMS keywords, and short codes

• 198 (from Vi): Toll‑free complaint helpline for service/billing/network issues.
• 199 (from Vi): General queries/requests; standard calling charges may apply.
• 1909: Do Not Disturb (DND) activation/deactivation via call or SMS (e.g., START 0 for full DND).
• 59059 (from Vi): Tele‑verification for new/ported/replaced SIMs; complete KYC/activation here.
• PORT <10-digit> to 1900: Receive your UPC for Mobile Number Portability (validity typically 4 days; 30 days in J&K/Assam/NE).
• MyVi app and web: https://www.myvi.in and Help & Support at https://www.myvi.in/help-support for live chat, WhatsApp, and ticketing.
• Store locator: https://www.myvi.in/stores for nearest Vi store, timings, and in‑store services.
• Regulatory escalation: CPGRAMS at https://pgportal.gov.in (Dept. of Telecommunications) and TRAI at https://trai.gov.in (regulations and consumer advisories).

In‑store support and KYC requirements

Visit a Vi store for SIM swaps (lost/damaged), number ownership changes, postpaid to prepaid migrations, physical KYC, corporate connections, and bill clarifications with document verification. Most stores operate roughly 10:00–20:00 (hours vary by location and holidays). Check exact timings and queue status via the store locator before you go.

Carry original, valid ID and address proof. Aadhaar is the most convenient single‑document option (biometric/eKYC as applicable). If you prefer non‑Aadhaar KYC, carry a combination such as Passport, Voter ID, Driving Licence, or PAN (for ID) plus a recent address proof (utility bill, bank statement, rent agreement). For corporate accounts, take your letter of authorization on company letterhead and the company’s KYC documents.

Security and fraud protection: what Vi will and will not ask

Be wary of unsolicited calls/SMS/WhatsApp messages claiming KYC expiry, SIM deactivation, or bill waivers. Fraudsters often spoof short codes or use look‑alike sender IDs. Vi will never ask for your UPI PIN, full card CVV, or to install remote‑control apps. Never share one‑time passwords (OTPs) received on your phone with anyone.

Official payment pages open on domains under myvi.in with HTTPS. For refunds, Vi follows bill adjustments or credit to the original payment method; customer care agents will not direct you to scan QR codes or send money to personal accounts. If you suspect fraud, immediately call 198 to secure your account and report the incident; also consider reporting to 1930 (the national cyber‑fraud helpline) and your local cyber cell.

Practical scenarios and quick tips

Network issue at a specific location? Call 198 or use the MyVi app to raise a “coverage/speed” complaint with the exact address, landmark, and times (e.g., 18:00–22:00). Attach speed test screenshots (including server, ping, download/upload) and note whether the issue occurs indoors/outdoors or on 4G/3G/2G. This context helps the field team triage between capacity, signal, and device profile issues.

Wrong VAS charges? Immediately SMS STOP to 155223 to deactivate most third‑party VAS (standard short code used by many operators) and then call 198 with timestamps to seek reversal as per the applicable VAS activation consent logs. For SIM loss, block services via 198 at once; then visit a store with KYC to get a replacement SIM (common fee ₹50–₹100 + taxes). After SIM swap or MNP, complete 59059 tele‑verification promptly to restore full outgoing/incoming services.

Key contacts, links, and corporate details

Registered Office: Vodafone Idea Limited, Suman Tower, Plot No. 18, Sector 11, Gandhinagar, Gujarat 382011. Corporate Office: Vodafone Idea Limited, 4th Floor, Birla Centurion, Century Mills Compound, Pandurang Budhkar Marg, Worli, Mumbai, Maharashtra 400030. Official website: https://www.myvi.in. Help & Support hub: https://www.myvi.in/help-support. Social support: X (Twitter) at @ViCustomerCare.

Keep these core numbers handy: 198 (complaints, toll‑free), 199 (queries/requests), 1909 (DND), 59059 (tele‑verification), and 1900 (PORT for UPC). Use the MyVi app for faster ticketing and tracking, and escalate via the Appellate Authority if needed within 30 days. With clear documentation and the right channel, most issues are resolved efficiently.