Consumer

Business

FAQs

MNP

About MNP

What is MNP & how does it benefit me?

Ans. Mobile Number Portability (MNP) is a service that allows you to join any of your preferred mobile service provider, without changing your mobile number that you've been using since long.

Will I get a new SIM card?

Ans. Yes, you will get a new AIRCEL SIM card at time of submitting transfer request.

Is there a charge for this service?

Ans. No, currently AIRCEL is not charging any porting fees for joining AIRCEL through MNP.

If am using prepaid number of some other service provider then can I join AIRCEL as postpaid?

Ans. Yes, you can join AIRCEL as a prepaid or a postpaid customer irrespective of whether you are currently a prepaid or a postpaid user with your existing service provider.

In how much time will my number get transferred after request submission?

Ans. You will be able to join AIRCEL within 7 working days from the date of request submission.

Will my phone get disconnected for some time during transfer?

Ans. Yes, your number will be inactive for about 2 hrs. The exact time when your phone will be inactive will be informed to you in advance via sms by AIRCEL.

Are there some conditions to become eligible to request for MNP?

Ans. Yes, there are few important conditions that you must note:

Your mobile connection must be active on the network of your existing service provider since more than 90 days.
If you are currently a postpaid customer, then please ensue that you've paid all the dues as per your last bill.
If you are currently a prepaid customer, then all your available balance with existing service provider will lapse after completion of the transfer.
You'll not be able to cancel your transfer request after completion of 24 hours from date of submission of MNP request.

Process of MNP Request

I am interested in joining AIRCEL, what should I do to get my existing number transferred?

Ans. If you wish to join AIRCEL then please visit your nearest AIRCEL retail outlet with the mobile number you wish to transfer:

You need to fill up the Customer Enrolment Form and MNP form at AIRCEL store and submit along with your valid Identity proof, Address proof, latest passport size photograph and copy of your last mobile connection bill (only if you're currently a postpaid user).
You also need to generate a 'unique porting code' in front of the Aircel executive at store by sending an SMS to short-code '1900', from the mobile you wish to transfer.
If you are currently a prepaid customer, then please note that all your available balance with existing service provider will lapse after completion of the transfer.
You will be issued a new AIRCEL SIM card upon submission of the required documents.

NOTE: You will be able to join AIRCEL within 7 working days from the date of request submission.

What is the purpose of getting a Unique Porting Code?

Ans. Unique Porting Code (known as UPC) acts like your unique identification number at the time of porting (transfer) process, you need to provide this code on the MNP form at the time of request. UPC code can be generated by sending SMS: "PORT " to 1900.
NOTE: UPC is valid for 15days only from date of generation.

Can my existing service provider stop me from joining AIRCEL?

Ans. Yes, when we send the MNP transfer request on your behalf, your existing service can reject the request due to any of the below mentioned reasons:

Any overdue bill with existing operator.
Mismatch between UPC provided to Aircel and actual UPC generated for your number.
Your number is in deactivated state.
Your number is less than 90 days old with your existing operator.
If there is any ownership change request pending with your existing operator.
In case your number has special exit clause and the exit clause is not met by you. For example: Special bundle offer, special offers to vendors\business partners etc.
If porting for your number is prohibited by the court of law

How will I know if my request has been accepted or rejected?

Ans. You will get an SMS from Aircel within 3-4 working days from the date of request confirming the status of your request (i.e approved or rejected).

Who should I contact for my regular account related help during the transfer process?

Ans. For all your regular account related information you'll be required to contact your existing service provider till your number transfer is not complete.

More about MNP

Postpaid

New Connection and Basic Services

How to Apply

Ans. Please visit your nearest Aircel Store along with your Proof of Identity, Proof of Address and a latest passport size photograph. Our point of Sale will ask you to fill a `Customer Engagement Form' & 'Tariff Enrolment Form'. You need to submit the same along with above mentioned documents; also you will be required to pay for the required applicable activation fee/ security deposit (As per prevailing offer / plan).

Where do I enquire about latest schemes with AIRCEL?

Ans. You may check our latest schemes thru our website or by dialing 1213 (toll-free) from your AIRCEL mobile. You may also visit your nearest AIRCEL Store/ Retailer to know about our new schemes.

Where do I enquire with top value added service offered by AIRCEL?

Ans. You may check our top VASs thru our website or by dialing 1214 (toll-free) from your AIRCEL mobile. You may also visit your nearest AIRCEL Store/ Retailer to know about our top VASs.

How do I get my mobile ownership transferred?

Ans. You need to visit our nearest AIRCEL Store and submit:-

Ownership Transfer Request forms (available at the store).
Your valid Identity and address proof.
An NOC (No Objection Certificate) from your end mentioning that you have no objection in transferring the ownership of this account to the proposed transferee.
Valid POA/ POI of Transferee
Customer Engagement Form (duly signed by transferee)
A latest passport size color photograph of transferee.
This is applicable only between blood relations, Blood Relation proof has to be given
Company account to individual is not possible

Post submitting the above requirement AIRCEL may conduct an address verification of the address mentioned by transferee on the 'CEF'

Note: In case of 'Corporate Account' the NOC need to be signed & stamped by Authorized signatory of the company along with Seal/ Stamp of the company.

Will I be charged if I make overseas calls to a friend but hear a system announcement instead?

Ans. It depends on the announcement type, in case of number not contactable due to any reason like busy, not answering etc. no charge will be levied. However, if the call at the other end is answered by the private voice mail of the called party then this would be treated as successfully matured call and will be charged as per the applicable call rates.

What are the alternatives to talking while driving?

Ans. It's better not to talk while driving but if extremely important or urgent you can use Bluetooth or hands free (Note: This may be unlawfull as per the Traffic Rules of your state). We would recommend you to activate Voice Mail Service in such a case, so that all callers who could not talk to you can leave a voice message for you.

Will calls to Aircel telephone services call center be toll free from my Aircel mobile?

Ans. No, calls made to our customer care will be charged for .50p/3Mins from Aircel numbers.

SIM Related

I see "PUK" on my mobile phone, what should I do?

Ans. You need to call up our customer care number ' 121 or visit your nearest Aircel center, where they would give the 8-digit PUK code. You will be required to dial the 8-digit PUK code on your mobile and reselect a new PIN number for your mobile.

Please note ' Entering of wrong PUK 10times will completely block your SIM card.

What should I do when I see the words "SIM Card Rejected" or "Blocked Card" or "Check Operator Services"?

Ans. For `Blocked SIM Card': You need to visit at our Aircel Store, where a fresh SIM card would be provided to you with the number being same.

For `SIM Card Rejected': This may happen because of dust on the chip of the SIM card, please clean the same once & reinsert the SIM in your handset and try. If still problem persists, then you need to visit at our Aircel Store, where a fresh SIM card would be provided to you with the number being same.

For `Check Operator Service' : The message shall appear only on occasions when

You have restricted `Caller ID display' option from your handset while this service ( CLIR) has not been activated for you. In such case ' Please access the call settings options of your mobile & activate / enable `Send Caller ID' option. Please note that the name of option may vary based on your handset model

You have mistakenly selected `LINE 2' on your handset. In such case ' please access the call settings and change `LINE 2' to `LINE 1'

Why is my SIM card blocked?

Ans. Reason: Damaged, Broken, wrong PUK entered thrice

What are the charges to replace the SIM card?

Ans. Please contact 121 for current / updated charges.

I have lost my mobile phone, what should I do?

Ans. You may call up 121 to get your phone barred. Also, you need to visit your nearest AIRCEL store for issuance of a duplicate SIM along with the copy of an FIR and your valid identity and address proof.

Do I have to pay for the unauthorized calls made from my lost mobile phone?

Ans. Yes, you are responsible for all usage made from your mobile phone. Thus, we recommend that in case of 'theft/ loss' of your handset please call AIRCEL customer care immediately and get your services blocked/ barred, till you arrange for a new SIM card.

I Have lost my mobile phone. How do I get a replacement SIM card for my spare / new handset?

Bill & Payment

How do I check my unbilled amount?

Ans. To know your unbilled amount you may dial - 1212 from your Aircel Postpaid mobile phone or you can send an sms - Unbilled to 121 from your Aircel mobile phone for information on your unbilled amount.

Can I get bill over email?

Ans. Yes, Aircel provides you with option to receive your bills through email. To subscribe for the same you can send a SMS START EBILL to 121. You may alternatively access your bill through My Account section on our website - www.Aircel.com

How can I get a duplicate bill?

Ans. You can download your duplicate bill from My Account section on our website - www.Aircel.com. You may also send an SMS DUPBILL to 121 for hard copy of duplicate bill.

What bill payment methods are available?

Ans. Aircel provides you with various options to pay your bills through Cash, Cheque, Debit/Credit Cards at our Aircel Stores and Retail outlets. If you have a Debit/Credit Card you can also pay for your bills through My Account on our website - www.Aircel.com .

What is E-Bill Service?

Ans. E-Bill service provides you with an option to receive your monthly Aircel bills through email. Send a SMS START EBILL to 121 to subscribe for E-Bill.

How do I get an itemized bill?

Ans. To subscribe for monthly itemized bill please send a toll free SMS "START ITEMBILL" to 121 and if you need an itemized bill only for one time then send a toll free SMS ITEMBILL to 121. You may also visit My Account on our website - www.Aircel.com to access itemized bill free of charge.

Can I see itemized bill free at www.aircel.com ?

Ans. Yes, you can view your itemized bill under My Account on our website - www.Aircel.com.

Call or SMS related

Roaming

How do I get National roaming activated?

Ans. National roaming service allows you to use your Aircel mobile phone when you travelling to another state in India.For subscribing to National roaming on your Aircel Postpaid number, kindly call 121 and speak to our Customer Care Officer to subscribe for the same.
Note: Not applicable for ASSAM Circle

How do I get International roaming activated?

Ans. International roaming service allows you to use your Aircel mobile phone when you are travelling to another country. For subscribing to International roaming on your Aircel Postpaid number facility, you need to have a security deposit of Rs 3000. The amount can be deposited at the nearest Aircel Store as security amount. Once you have the sufficient deposit as your security amount, kindly call 121 and speak to our Customer Care Officer to subscribe for the same.

What are the charges for National roaming?

Ans. For charges on National roaming, visit Roaming section in our website - www.Aircel.com or kindly call 121 and speak to our Customer Care Officer.
Note: Not applicable for ASSAM Circle

What are the charges for International roaming?

Ans. International roaming is available for Rs. 99 per month. For information on charges for Incoming and Outgoing calls/SMS, visit roaming section in our website - www.Aircel.com or kindly call 121 and speak to our Customer Care Officer.

How can I contact customer care while roaming?

Ans. To contact customer care while on roaming on Aircel network - dial 121. When you are roaming on any other network National or International - dial +9197xxx xxxxx (kindly note you will be charged roaming charges for call customer care for dialing the long code).

Do I require special SIM Card or handset while in roaming?

Ans. In case you are travelling within India you can use the same SIM card.

Value Added Services

What is a missed call alert?

Ans. Missed call Alert is a¿ Value Added service¿ that helps a Customer to know who all called him/her while his/her mobile was switched off or not reachable.

How to I deactivate MCA service?

Ans. SMS as MCA No to 52299 ,Charges Rs.3/SMS

What is Call waiting?

Ans. The Call Waiting option enables the subscriber to keep the 2nd incoming call keeps in waiting mode while another call is continuing. In this scenario while you are already talking on 1 line, the second caller shall not get an engaged tone & the subscribed can switch to the second caller any time.

I don't want this service, please disconnect it for me?

Ans. This is a handset depended feature and has to be activated or de-activated from the handset. Please access call settings of your handset and deactivate / disable `Call Waiting' option.

What is Caller Line Identification?

Ans. This facility enables the call recipient to see the number from which he is receiving the call.

How to activate

Ans. This is a per-activated facility in all the numbers for all prepaid numbers.

What is Call Divert / Forwarding

Ans. Call Divert is the facility with which you can divert the incoming calls (based on options selected by you in your handset settings) to any local number. Each diverted call if answered shall be charged as per applicable outgoing rates.

How can I activate it?

Ans. This is a handset depended feature and has to be activated or de-activated through the handset settings

What is GPRS?

Ans. It is General Packet Radio Service, where customers can access to internet on their phone or can use their mobile as a modem to connect to internet through their computer or lap top.

What is MMS?

Ans. It is Multimedia Messaging Service; via this facility you can send images/pictures from your phone to an email id or another mobile number. Please note in case the recipient doesn't have this service active on his / her mobile, then he / she will receive an sms with URL details to access the sent content on internet.

How can I use MMS services? What do I need to do to use MMS?

Ans. To start using MMS service, you need to send an SMS to get the setting for MMS and save it on your mobile handset. For details of the sms, please contact customer care - 121

What is My Album?

Ans. You may select an album with dialer tune, wherein you will get a list of songs within an album. By subscribing to an album your every caller will listen to a new song randomly from a song available in the album.

How can I use Aircel Pocket Internet Service? What do I need to do to use Aircel Live?

Ans. For using AIRCEL Pocket Internet you need to download the setting of AIRCEL Pocket Internet (by sending an SMS 'WAP' to 121) and save it as a default setting on your handset. Please note that this service can only work on GPRS/ WAP enabled handsets. After you've save d the setting, the pocket internet page gets saved as default page in your Web Browser.

Can the customer get the settings from any source other than the Customer care?

Ans. Yes, you may sms 'WAP' and sent it to 121 (toll-free)

What is DIALER TUNES service?

Ans. Dialer Tune is a special feature through which your caller will hear a song or music of your choice, instead of the default "tring tring" tone. To activate this service -

Customer has to dial 53000 and select a song of his/her choice.
Monthly rental is Rs 30/month & charges for dialing 53000 is Rs 3/min.

Loss of SIM Card

Pocket Internet

DialerTunes

National Customer Preference Registration (NCPR)

What is NCPR?

Ans. As per government guideline the National do not call service has been renamed as National Customer Preference registration. Now with NCPR service you can block unwanted promotional Calls/SMS as per your preference. You can partially register and choose up to 7 given categories from which you want to receive promotional SMS. For details click here

How do I register to NCPR?

Ans. With NCPR service you can block unwanted promotional Calls/SMS as per your preference. By three modes:

1.SMS to 1909
Send SMS

SMS START 0 to 1909 to fully register
START 1 to receive promotional SMS from Banking/ Insurance /Financial products/Credit cards.
START 2 to receive promotional SMS to Real Estate.
START 3 to receive promotional SMS Education.
START 4 to receive promotional SMS Health.
START 5 to receive promotional SMS Consumer goods and automobiles.
START 6 to receive promotional SMS Communication /Broadcasting /Entertainment /IT.
START 7 to receive promotional SMS Tourism and Leisure.

For multiple Start [space] [option1], [option2], [option3],...
Example: 'START 1,2,5 to get above detailed information SMS Help CPR or Help NCPR to 1909

2. Call 1909

3. Call 121

For detailed procedure you may visit the website www.nccptrai.gov.in and click 'How to register' under tab 'Information for customers'.

What if I change my mind? Can I take my number off the National Customer Call Preference Registry?

Ans. Yes. Any subscriber may, at any time, only after completion of 90days from the date of registration, request the Access Provider, for deregistration For detailed procedure you may visit the website www.nccptrai.gov.in and click 'How to de-register' under tab 'Information for customers'.

1. SMS to 1909
Send SMS

SMS STOP to 1909 to fully de-activate
STOP 1 to not to receive promotional SMS from Banking/ Insurance /Financial products/Credit cards.
STOP 2 to not to receive promotional SMS to Real Estate.
STOP 3 to not to receive promotional SMS Education.
STOP 4 to not to receive promotional SMS Health.
STOP 5 to not to receive promotional SMS Consumer goods and automobiles.
STOP 6 to not to receive promotional SMS Communication /Broadcasting /Entertainment /IT.
STOP 7 to not to receive promotional SMS Tourism and Leisure.

For multiple STOP space [option1], [option2], [option3],...
example: 'STOP 1,2,5

2. Call 1909 (toll free)

3. Call 121 (chargeable)

For detailed procedure you may visit the website www.nccptrai.gov.in and click 'How to register' under tab 'Information for customers'.

How do I send an SMS to make a complaint?

Ans.

You can register a complaint regarding receipt of unsolicited commercial communications by sending SMS to 1909 in the specified format given below: COMP TEL NO XXXXXXXXXX, dd/mm/yy, Time hh:mm
Where XXXXXXXXXX - is the telephone number or header of the SMS, as the case may be, from which the unsolicited commercial communication has originated. For example if you have received a message from sender TM lifestyle on 27/Jan/2011 at 16:25hrs
You can send a text SMS COMP TEL NO TM lifestyle, 27/01/11, Time 16:25 to 1909.
The complaint will be registered and acknowledged by the access provider by sending a unique complaint number through SMS.
You will be informed of the action taken on your complaint within 7 days of the complaint booking.

More Help

What documents are needed for a new AIRCEL connection?

For a new Aircel connection you'll need a self attested passport photograph and a copy of your valid address proof.

PAN card
Photo credit card
Voter ID card
Passport
Arm's license
Driving license
ID card issued by central / state government
ID card issued by public sector undertakings
Ration card with your photo
Government college / university ID card

In case your ID proof does not have your address on it, you'll need any one of these as your proof of address:

Electricity bill (issued in the last two months)
Telephone bill (MTNL / BSNL - issued in the last two months)
Bank Statement / credit card statement (of last two months)
Income tax order (not older than 1 year)
RC copy of vehicle
Registered rent agreement
Bank passbook

Remember:

To carry a photograph with your signature on it.
To carry the originals along with photocopies, since we'll need to verify the originals and attest the photocopies

My Phone is asking for PUK code, how do I get it?

Ans.The phone prompts for the PUK code in case you have entered the SIM PIN code incorrectly for 3 times. To get the PUK code, visit My Account on our website - www.Aircel.com or kindly call 121 and speak to our Customer Care Officer.

How do I check latest schemes with AIRCEL?

Ans.Aircel keeps launching new and competitive schemes for Value Added Services, Plans and Rate Cutters. To get the latest information and stay updated dial 1213 for latest Schemes, 1214 for latest Value Added Services and 1215 for latest Bill Plans.

What is the SMS Service Center Number?

Ans.You may pls note the SMS Service center for your respective circle from the list available below:-

Circle	Message Centre Number
Andhra Pradesh	+919700099060
Assam	+919854099060
Bihar	+919854099060
Chennai	+919841044446
Delhi	+919716099060
Himachal Pradesh	+919854099060
J&K	+919851099060
Karnataka	+919738099060
Kerala	+919809099060
Kolkata	+919854099060
Mumbai	+919768099060
North East	+919854099060
Orissa	+919854099060
RoTN	+919842201155
RoWB	+919854099060
ROM	+919762099060
UP East	+919807099060
UP West	+919808099060

How do I check my Credit Limit?

Ans.To know the Credit Limit on your Aircel Postpaid number, kindly sms ACC to 121 or visit My Account on our website - www.Aircel.com.

How do I log a complaint?

Ans.To log a complaint with Aircel, kindly call 121 and speak to our Customer Care Officer.

How do I get my bill plan changed?

Ans.To change your bill plan on your Aircel mobile number, kindly call 121 and speak to our Customer Care Officer.

How do I get my Bill address changed?

Ans.To change your bill address for your Aircel mobile number, Kindly walkin to nearby Aircel Store or send mail request with necessary documents (government authorized address proof) post completion of address verification, new billing address will be updated in our records.

How do I get CLIR facility activated on my mobile?

Ans.To subscribe to CLIR facility on your Aircel mobile number, kindly visit the nearest Aircel Store to fill up the form for request of the services.