Support

Got a question? No problem - we're here to help. To make things easier, we've put together a list of commonly asked questions and their answers here.To check if you can find a solution, choose a category:


TRAI Directive

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For Vodafone Postpaid Users “ any SMS usage beyond 3000 SMS per month will be charged at standard rates”.

Is this Regulation applicable only for Vodafone Postpaid Customers?

No. This Regulation is applicable, not just for Vodafone, but for Postpaid Customers of all operators in all circles across India.

I have a SMS pack which offers more than 3000 SMSs within a bill Cycle. Is this regulation applicable for me?

Yes, this regulation is applicable for all customers, whether on Packs or not. As per the TRAI Regulation, only up to 100 SMS per number per day can be charged at concessional rates (if the customer has an SMS discounting offer). Beyond which, customer to be charged a minimum of 50p per SMS (this rate may be higher depending on the base rate of the customer).

Are SMSs to ‘Toll Free or Premium Short codes’ part of the Regulation ?

Yes. The SMS Cap covers all SMS : Local/STD/ISD/Premium and Toll free SMS (Short Codes) also.

What happens in case I try to send outgoing SMSs beyond 3000 within the bill cycle ?

As per TRAI regulations, any SMS usage beyond 3000 SMS (within bundle or otherwise) per Bill Cycle per SIM will be charged at 1.00/1.50.

Is this Regulation applicable on Roaming?

Yes. All the SMSs sent during Roaming (National or International) will be part of this regulation.

Billing

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Do I get charged for the detailed bill service?

Yes. There is a nominal charge of Rs 49 (circle-dependent charges) / month for Itemised Bill Service.

Can I view my detailed bill on www.vodafone.in?

Yes, you can view your detailed bill free of cost on My Vodafone.

Can I receive my bills via email?

Yes, you can subscribe to our E-bill service free of cost and register your email ID with us. Just sms EBILL <email ID> to 111 (toll free).

Can I change my billing address?

No, You cannot change your billing address online. To Know more sms ADD to 111 (toll free).

Can I collect my duplicate bill copy from any Vodafone Store?

You can get the 1st 3 pages of the duplicate bill from the Vodafone store if you visit with your Original Proof of Identity & Written Application for same.

Due to privacy reasons we do not maintain records of the individual sites browsed by our customer/s Your Itemized bill contains details of the browsing sessions in KB/GB.

Payment

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What are the different modes of payment?

You can pay your Vodafone bill by any one of these:

  • Cash
  • Cheque
  • Credit Card
  • Direct Debit through Credit Card / Bank account
  • M-pesa
  • My Vodafone
  • Self Service Kiosk
  • Quick Bill Pay – Click here to pay your Vodafone Bills

Where is my nearest payment centre or Vodafone Store?

To find the nearest Vodafone Store and Vodafone Mini-Store, SMS Store <nearest Station name> to 111.

For e.g. to find a Vodafone store and mini-store in Dadar, SMS Store DADAR to 111.

Charges

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Outstanding amount Late payment Charges
< Rs.100/- Nil
>= Rs.100 to < Rs. 300 Rs. 25/-
>= Rs.300 to < Rs.500 Rs. 50/-
>= Rs.500 Rs. 100/-

Roaming

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Can I use my Vodafone mobile phone abroad?

Yes, you can use your Vodafone phone number abroad subject to the availability of the tie-up with the local network.

How many types of roaming services are available?

There are 3 types of roaming services.

  • National Roaming
  • Basic International Roaming
  • International Roaming

How much do I need to pay while roaming within India?

Roaming rental charges are not applicable if you roam within India.

How do I activate National Roaming on my Vodafone mobile phone?

You can activate National Roaming by sending ACT NR as an sms to 111 (toll free) or by dialling 111(for Postpaid). Prepaid is pre-activated with National roaming.

What are the National Roaming charges?

To know the details about National Roaming call charges, sms ROAM INDIA to 111.

How can I contact Customer Care while roaming within India?

You can dial the call centre number for your region on your Vodafone mobile phone or any landline. Please note that the calls to the IVR are toll free while Agent access will be charged at 50p/3 mins.

Will all my incoming messages be charged while roaming in India?

No, all incoming sms will be toll free while roaming nationally.

Do I need to pay any security deposit for using National Roaming?

National roaming services are now available at zero rentals on your number however roaming call rates will be applicable.

How do I subscribe for International Roaming?

You can activate roaming in the following ways:

  • Visit My Vodafone and subscribe online
  • Call 111 (toll free) from your Vodafone mobile phone
  • Postpaid users can sms ACT IR to 111 (toll free)

Do I require a special kind of handset while roaming internationally?

Yes, you require the tri band handset while roaming internationally in certain countries.

Can I call Customer Care while roaming internationally?

Yes, you can call Customer Care while roaming internationally. International Roaming charges will be applicable.

What are the international roaming call charges?

sms ROAM <country name> to 111 and get all the details on charges and tie-ups.

What are the charges for using GPRS internationally?

While roaming internationally, GPRS is charged as per International roaming rates.

What is a PDP session?

PDP is Packet Data protocol. When you want to use GPRS, your mobile will first attach to a GPRS enabled network in the
country you are roaming and then your mobile will automatically activate a “PDP context”. PDP context is essential for the visited network to authenticate you as a valid GPRS user. Some operators may charge for PDP context. We recommend that you switch off GPRS after you have finished to avoid any additional charges.

Why am I billed for roaming even when I have not visited any roaming location in the last billing period?

Roaming usages are billed as per data received from the destination Roaming Operator.

In case of delay in receiving of such data files, usages made in a particular bill period may reflect in succeeding bill period.

How are the incoming international roaming charges reflected in the bill?

OR

Why am I billed twice for a single incoming call?

Every Roaming incoming call charge is divided into 2 components, viz: Roaming Incoming (billed by Roaming Operator) & Roaming Call Forward (billed by Home Operator).

The incoming caller number will be passed on to the customer subject to availability of the same from the other service provider, hence one needs to refer to the numbers mentioned under Roaming Call Forward heading in the bill, in case complete number is not reflecting under roaming incoming.

How are usages on Vodafone Mobile Connect billed?

Usage on Vodafone Mobile Connect is billed on successful transfer of data packets. Data transfer depends upon the density of the web pages surfed across during web sessions.

What are the possible reasons for frequent transfer of data?

OR

In case I’m not using VMC, what are the possible circumstances where I might be billed for data usage?

Usage on Vodafone Mobile Connect is billed on successful transfer of data packets.

Possible Reasons for Frequent Data Transfer are as follows:

a)  There are certain applications which when downloaded keeps on retrieving data from the server at frequent time interval. Applications such as Weather Update, Stock Update..etc. This minimal data transfer leads to frequent billing of 2p/10kb.
b)  In case correct procedure of logging out from surfing session is not followed, connectivity with the server does not get terminated, hence leading to data transfer at frequent time interval. Hence it is advisable to log-out properly before terminating a session
c)  Handset setting such as to disabling auto log-in feature & selection of proper APN to be checked.

Is in built free usage applicable in international roaming?

Any in built free data usage will NOT be applicable while on International roaming. Usage is charged as per applicable rates except for special roaming packages (subject to availability).

Will my Vodafone Live & Vodafone Mobile Connect usage be discounted under BlackBerry freebies?

No, surfing via Vodafone Live & Vodafone Mobile Connect shall be billed as per standard rates.

Will I be billed for Vodafone Live or Vodafone Mobile Connect if I’m using BlackBerry service?

Transfer of data depends on the APN selected in handset. Also note that for sites which involve live streaming, viz, YouTube, Viggo, Vu Clip etc, data routing will take place through Vodafone Live APN and not through Blackberry APN, as Blackberry does not support Real Time Streaming Protocol (RTSP), which is required to access sites involving live streaming**

Which operators charge for PDP sessions?

Country Operator
Argentina Telecom Personal
Brazil Brazil Telecom
Finland DNA
France Orange
Hungary Magyar
Italy H3G
Italy TIM
Paraguay Hola
Paraguay Telecel
San Marino SMT
UAE Etisalat

will PDP charges appear on my bill?

PDP charges will appear on your bill against 0 KB/GB.

Miscellaneous

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Q. What is safe custody?

A. Safe Custody Scheme means the facility for protection from deactivation for non-usage of a cellular mobile telephone connection of a postpaid consumer on the request of the consumer and on payment of specified amount.

Q. What are the charges of Safe custody?

Safe Custody Service Duration Charges
3 months 150
6 months 300
1 year 600

Q. Can I get my number back after if it gets disconnected for non-usage?

A. The cellular mobile telephone connection of a consumer deactivated for non-usage shall not be allocated to any other consumer till the expiry of a minimum period of sixty days from the date of deactivation and during such period the consumer can get his mobile connection reactivated by calling our customer care.

Q. After how many days of non-usage will my number gets disconnected?

A. If the cellular mobile connection has non-usage for 90 days , the mobile connection is liable to get disconnected.


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