How can I access my voicemail?
To manage and use your Airtel-Vodafone voicemail service, please call the access number below:
+44 7829 700 191
If you’re calling within the Channel Islands, you can also dial 191. Please note this short code will not work when roaming.
I'm having problems connecting to the network, EG its say ‘Emergency Calls only’ or ‘Not registered on network.’
There are some steps that you can take to try and fix this issue before contacting our team.
1. Have you reset the device? Turn off your handset, leave for 30 seconds and turn it on again.
2. Have you manually searched for the Airtel-Vodafone network? Please go to Settings > Mobile Network> Deselect Automatic if it’s already set > Select Airtel-Vodafone > After confirmation change back to Automatic mode. Try loading a page or making a phone call.
3. Have you tried your SIM card in another device?
If you’ve tried all the above steps and you still can’t connect to our network, please contact us by calling +44 7829 700 121 or by emailing us at 121@airtel-vodafone.com
I’m having problems making/receiving calls - Is your phone set to ‘Do Not Disturb’ mode?
Android: To turn this setting off on an Android device swipe down from the top of the screen and tap your current option: Alarms only, Priority only, or Total silence. Press the volume down button and tap Turn off now.
iPhone: To turn this setting off on an iOS device swipe up from the bottom of the screen and tap the crescent moon shaped icon.
Alternatively, if do not disturb is off – you can try to restart your handset by switching it off and on.
If the problem persists, please contact us on +44 7829 700 121, or email us at 121@airtel-vodafone.com
I’m an Android user and I can’t access mobile data
Ensure the APN (Access Point Name) is entered into your phone by completing the following steps.
1. Find APN settings
Go to Settings and search for ‘Connections’
Select ‘Mobile Networks’
Find ‘Access Point Names’
2. Add a new APN
Go to the three dots in the top right corner
Select ‘Add New’
3. Enter the Airtel-Vodafone APN details
Enter the APN Name: Airtel (with a capital ‘A’)
Enter the APN: airtel-ci-gprs.com
4. Save the new APN
Select ‘Save’ from the three dots in the top right corner
Then select the new APN created
Turn on your mobile data
If your problem persists please call Customer Services or visit us in store.
I’m and iPhone user and can’t access mobile data
In your settings choose select mobile data- mobile data network and ensure the APN settings are entered exactly as below
My phone won’t connect to the network. It says ‘emergency calls only’ or ‘not registered on network’
Usually, restarting your phone will resolve connectivity issues. Turn off your phone, wait 30 seconds, then turn it back on again.
If you have been in an area without coverage for a prologued amount of time, some phones will stop automatically searching for signal as a power-saving feature. If restarting your phone was unsuccessful, follow the below steps to manually reconnect to the network.
1. Go to Settings > Mobile network > Network operators
2. Switch off automatic mode
3. Wait a few seconds and then select ‘Airtel-Vodafone’
4. After confirmation, change back to automatic mode
5. If your problem persists, contact customer services or visit us in store.
I’ve been locked out of my phone. Where can I find my PUK code?
Your PUK code can be found on your SIM card packaging. If this has been misplaced, please contact customer services on +44 7829 700 121 or email us at 121@airtel-vodafone.com
My phone has been lost or stolen
Please contact us to inform us that your phone has been stolen. We’ll suspend your SIM card as soon as possible to ensure that no one can use it to make calls, send texts or access data.
You can then decide whether you’d like a replacement SIM card (your number will stay the same) or would like to wait until your phone is found/returned to you.
We also recommend letting the police know that your mobile phone has been lost/stolen. This will give you a reference number for any insurance claim.
To contact us during open hours, please call our customer services helpline on +44 7829 700 121 if possible.
Alternatively send an email to 121@airtel-vodafone.com with the subject ’Urgent block for lost mobile’ and we will suspend your SIM card as soon as possible.
How do I manage my roaming charges?
There are roaming bolt-ons available to help you manage your charges while you’re away from the Channel Islands. Click here for more information.
Will I get roaming charges for travelling between the Channel Islands?
No. You’re only classed as roaming when your device is connected to a mobile network that isn’t Airtel-Vodafone’s. Our mobile network covers the Channel Islands so you can travel between the Islands on the network, and you won’t incur any roaming charges.
How do I top up my Pay as you go balance?
● To top up in your browser online, click here
● Purchase a Payzone voucher from any convenience store.
How do I check my Pay As You Go balance?
● Dial *123# and an instant balance will appear.
● Dial 123 and listen to the balance by selection option 1.
How do I activate my new Pay as you go sim card?
Please ensure you dial 123 to activate your SIM card BEFORE you top-up. Failure do so means you will not receive any free allowances associated with the top up.