MAIN MENU

Quick Fix Support

Post Paid Billing Concerns

Why is my Post Paid/Broadband bill unusually high?

Reasons for high bill value could be due to one of the below reasons.

  • GPRS usage without an added DATA plan
  • Excess GPRS usage due to insufficient DATA plan
  • Active Value Added Service/s

If you frequently use internet on your mobile, please activate a sufficient DATA add-on plan.

If your current DATA add-on plan is insufficient upgrade the plan to a sufficient one.

To activate/change DATA add-on plans or to view current DATA usage Dial #170# from your phone or access the Mobitel Self Care App.

If you need to deactivate a Value Added Service, find the deactivation code via https://www.mobitel.lk/self-help-codes-digital-services-vas or refer the ‘VAS Concerns’ section.

If you still have a problem please share your concern (Type on the ‘Comments’ section) via https://www.mobitel.lk/service-difficulties  & our Customer Resolutions Team will assist you as soon as possible.

How to activate/deactivate the Usage Alert?

You can use the following methods to know your usage and account balance information instantly.

  • Access the Mobitel Self-Care Application
  • Register on the MY ACCOUNT self- care portal and activate E Billing http://www.mobitel.lk/billing#E%20Billing
  • Dial 1456 from your Mobitel phone to listen to your billing details in your preferred language.
  • Dial #1456# from you Mobitel phone to get an instant bill update to your phone.
  • Type ‘YES’ & send to 4545 & register to get a daily usage alert.
  • Due date will fall 14 days after the billing date which is mentioned on your bill.
  • For more information please log in to http://www.mobitel.lk/welcome-aboard
Pre-Paid Concerns

Why does my recharge money get deducted fast?

Reasons for your credit being deducted rapidly could be due to one of the below reasons.

  • GPRS usage without an added DATA plan
  • Excess GPRS usage due to insufficient DATA plan
  • Active Value Added Service/s

If you frequently use internet on your mobile, please activate a sufficient DATA add-on plan.

If your current DATA add-on plan is insufficient upgrade the plan to a sufficient one.

To activate/change DATA add-on plans or to view current DATA usage Dial #170# from your phone or access the Mobitel Self Care App.

If you need to deactivate a Value Added Service, find the deactivation code via https://www.mobitel.lk/self-help-codes-digital-services-vas or refer the ‘VAS Concerns’ section.

If you still have a problem please share your concern (Type on the ‘Comments’ section) via https://www.mobitel.lk/service-difficulties & our Customer Resolutions Team will assist you as soon as possible.

How do I get a Smart Loan?

You can apply for a Smart Loan by dialing #247#amount#

Loan Value

How to Request

25

#247#25#

30

#247#

50

#247#50#

75

#247#75#

100

#247#100#

To subscribe for a loan from Mobitel, following conditions should comply,

  •  Should have been actively connected with Mobitel for 3 months or more than 3 months
  • Cumulative usage should be Rs.350 or more than Rs.350
  • Should have settled previously taken loans with its service charges

How do I share credit?

Press *448* and the mobile number you wish to transfer funds to along with the *Amount# and then press the OK, SEND or CALL button on your phone.

For example,

If you want to transfer Rs.50 from your number to number 0713281106, then press *448*0713281106*50# and press CALL.

How do I check my account balance?

Dial *100# on your phone, you will receive an SMS with the remaining balance on your loan or dial 141 and press 1.

VAS Concerns

How do I activate/deactivate SriFlix?

  • Activation - You can log on to www.sriflix.lk or download the app from android play store and iOS App store
  • Deactivation – Go to App Account - Menu – Select Mobile Number – Select Active Packages – Select Cancel Subscription – Confirm by Selecting “YES”

How do I activate/deactivate Live Screen?

  • Activation - login to your Mobitel SIM menu on your mobile phone and it will be located as the 2nd
  • option in the main menu as Live Screen.

Deactivation –

Type BLOCK and send it to 8881

(Please remove and reinsert the SIM once the message is sent to prevent any flash

messages popping up in future)

How do I activate/deactivate Play Zone?

How do I activate/deactivate Star Friends?

  • Activation –  Simply send the keyword of the Star to 2468 to subscribe for that Celebrity

Eg: To subscribe for Nehara Peris Send ‘Nehara’ to 2468

  • Deactivation - Send the < Key word of the star > (Space) < OFF > to 2468

Eg: To Unsubscribe for Nehara Peiris, type (Nehara OFF) and send to 2468

How do I activate/deactivate Lottery 989?

  • Activation – Type Lottery Keyword <space> ID NUM and send it to 989
  • Deactivation - Type, Lottery Keyword <space> OFF and send it to 989

Lottery

Key Word

Mahajana Sampatha

MS

Niroga

NR

Mega Power

MP

Govi Setha

GS

Supiri Vasana

SV

Jathika Sampatha

JS

Vasana Sampatha

VS

Sevana

SEV

Dana Nidanaya

DN

Mahajana Sampatha

MS

How do I activate/deactivate Star Talk?

  •  Activation –

Go to http://mv1.in/ncellstar/st and click on Subscribe button.

 

  • Deactivation –

Go to http://mv1.in/ncellstar/st  and click on Unsubscribe button or type STOP and send to 17139.

How do I activate/deactivate Bid2Win?

  • Activation - Simply type BW and send it to 3947 and follow the instructions
  • Deactivation -Type BD off and send it to 3947

How do I activate/deactivate Horascope?

  • Activate -

Step 1: Type HC and send a SMS to 7272

Step 2: Then type your zodiac sign number and send to 7272 (1-Mesha, 2-Vrushabha,3-Mithuna,4-Kataka, 5-Sinha,6-Kanya, 7-Thula,8-Vrushchika,9-Dhanu,10-Makara,11-Kumbha,12-Meena)

  • Deactivate -

Type off and send SMS to 7272

How do I activate/deactivate Allterco_AWORLD?

  • Activate -

Go to http://mobilesrvices4u.com and click on the “subscribe” option.

  • Deactivate -

Go to https://mobileservices$u.com/?act=unsubscribe and click on the “Unsubscribe” option.

How do I activate/deactivate Gameloft?

  • Activate -

Go to gameloft.mobitel.lk

  • Deactivate -

Type STOP and send to 4658

Recharge Card Concerns

How do I retrieve the PIN number of a damaged recharge card?

Simply dial #4525# from your Pre Paid connection and provide the Batch Number, Serial Number and the visible numbers of the damaged PIN to retrieve the PIN number of a damaged recharge card.

Coverage/Network Concerns

Unable to make calls/send SMS

Unable to receive calls/send SMS

Data Speed - (Slow)

  • Try after restarting your phone
  • Try inserting the sim to a different handset
  • Try resetting your browser

Please select your browser:

Note: Resetting your browser will delete all the password and shortcuts saved in your browser

Internet explorer

  • Click on the Tools option                                                 
  • Select Internet option.                                                     
  • Click on the advanced Tab                                                           
  • Please click on the reset option

Chrome

  • Click settings Icon
  • In the search box type "Reset"
  • Click on the "reset settings"

Firefox

  • Click on help                                                         
  • Troubleshooting information                                                      
  • Refresh Firefox

Safari- IPhone Browser

  • Select Home button
  • Select settings
  • Select Safari
  • Scroll down you will see -> Clear history, Clear cache and
  • Clear cookies                                                        
  • Select each of these option by answering yes when it asks if you are sure  

 Still not fixed? -> https://www.mobitel.lk/service-difficulties

Frequent Mode changes from HSDPA or WCDMA to GPRS/EDGE

Can switch to WCDMA or LTE ONLY Mode.                                                           

 Still not fixed? -> https://www.mobitel.lk/service-difficulties

Computer Problems

  • Modem software does not recognize device - Connect modem properly and reinstall software                                                                                               
  • Cannot see device in Tools (Choose Device) - Try a different modem                              
  • No signals displayed - Try modem on a different computer/ laptop                                 

Still not fixed? -> https://www.mobitel.lk/service-difficulties

Error in Modem

  • Signals not displayed - Connect modem properly and reinstall software or check if the connection is active                                                                                                           
  • “No device is found” -  Reinstall the modem or stop the antivirus guard before you install the modem or try a different modem                                                                 
  • “The device has been disconnected or is unavailable” - Try a different modem                          

 Still not fixed? -> https://www.mobitel.lk/service-difficulties

Error in SIM Card

  • Signals not displayed - Connect modem properly and reinstall software             
  • “Error 777” - Try a different SIM                                                                                        
  • The SIM card has not been detected or invalid - Reinstall SIM                                         

 Still not fixed? -> https://www.mobitel.lk/service-difficulties

Credit

How can I increase my credit limit?

A yearly increase of 25% of your existing credit limit is offered for a maximum period of 4 years from the date of connection. Upon completion of one year in the network you will be sent an SMS to accept this auto enhancement. Following which you are required to type ‘YES’ & SMS to 4848.

Your credit Limit can be further enhanced by keeping an additional refundable deposit or by making a special request where you are required to produce the following documents.

  • Duly filled credit limit enhancement form - Click Here to download
  • Copy/image of a valid identification (NIC/DL/PPT)
  • And one of the following documents

 

  • Credit Card statement

  • Current Account Statement

  • Salary slip

You may submit the above documents to,

  • E Mail -  info@mobitel.lk
  • WhatsApp or Viber -  0711755777
  • Submit to your nearest Mobitel outlet - www.mobitel.lk/store-find

How can I give a standing order?

To activate standing instructions, you are required to submit the following documents.

  • Duly filled Standing Order form - Click Here to download
  • Copy/image of a valid identification (NIC/DL/PPT)

You may submit the above documents to,

The standing instructions shall be effective till the date of expiry of the credit card. If applicable, please submit a new form with the amendments to the credit card details to continue the service.

A written Instruction should be forwarded to Mobitel to cancel the standing instructions. Three continuous payment rejections shall subject your standing instructions to cancellation. Credit Card will be debited on the due date of the Mobitel connection.

  • Accepted Credit Card Types – VISA & MASTER
  • Amex Card holders are required to obtain / send application directly from/ to  Amex Card Centre
Re Registration

My SIM is not registered under my name. How can I get it registered?

Dial #132# or *132# from your Mobitel connection to check the below Re Registration details.

  • Name
  • ID number
  • Mobile number
  • SIM number
  • Account number
  • Address
  • Other numbers under you NIC

If the information is incorrect or different, visit the nearest Mobitel outlet with your SIM/phone and get your connection re registered by providing proof of use (used recharge cards, bills, payments receipts, last dialed numbers).

If the connection is Post Paid or a Pre-Paid which is already re registered, a letter of consent of the original customer is compulsory.

E Bill

How can I activate E Billing service?

Dial #9900# from your Mobitel connection or access the Mobitel MyAccount or the Self Care App.

Does the E Bill service include a detailed bill?

You have the option of selecting the bill type which is the summary bill (standards) or summary with a detailed bill for all the bill items. This detailed bill is provided free of charge and does not include incoming details.

Can Pre Paid customer also enjoy the E Billing service?

Yes. Pre-Paid customers who are registered, can obtain the detailed bill of their Pre-Paid account through the Mobitel MyAccount. Pre-Paid E Bill does not include details of incoming SMSes and MMSes.

      E-bill generation process is as follows,

  • Login to your MyAccount https://account.mobitel.lk/signin.html.
  • Select e bill Entry select duration to proceed.
  • Ensure that you have sufficient credit balance in your mobile connection before proceed.
  • Once data verified, a “PIN” will be sent to your mobile.
  • Follow the instructions given & select enter “PIN” received to process e bill.
  • Necessary charges will be deducted from your account and e bill will be send to your email.

Chargers applicable for the Pre-Paid E Bill is as follows,

Period of Detail Bill

Charges for  Incoming & Outgoing

Charges only for Incoming or Outgoing

1 month

Rs. 400

Rs. 200

2 months

Rs. 700

Rs. 350

3 months

Rs. 1200

Rs. 600

Bill Not Received

 Why didn’t I receive my bill last month?

First reason for not receiving the monthly may be due the activation of E Billing service. If you have activated E Billing service on your connection during the previous month, you will not be receiving the paper via post. If need to discontinue from the E Billing service and start receiving the paper bill via post dial #9900# from your connection and select option 02.

 What am I not receiving bills?

If you didn’t receive the bill from the start of the connection, it is advised to check if the billing address provided by you is correct/valid one. Dial #132# from your connection and option to view the billing address provided.

If you need to update/change/correct your billing address submit a written request mentioning the correct billing address with your signature via one of the following methods.

Can I get a copy of the bill/s which I have not received?

Submit a written request mentioning the bill date/s which you need the bill copy/s for with your signature via one of the following methods. Bill copy/s can be either posted or e mailed on your request.

Incorrect Payments

What should I do if I make a payment/reload to an incorrect number?

Step 01 -  Call Mobitel hotline 1717 immediately and log a complaint. You will receive a complaint reference number via SMS.

Step 02 -  Soon after logging the complaint, you are required to send a copy/image of the payment receipt via any of the below methods, mentioning the correct mobile number and the complaint reference (SR) number.

  • WhatsApp / Viber - +94 (0)711755777
  • E Mail – info@mobitel.lk
  •  Fax -  +94 (0)112330396
Lost/Damaged SIM

How do I get a replacement for my lost/damaged SIM card?

You can request for a SIM change by calling over at one of the Mobitel touch points http://www.mobitel.lk/store-find

Visit - https://online.mobitel.lk/ImsiChange/

 

New SIM Not Connected

I bought a new SIM card from a Dealer, it’s still not connected. How can I get it activated?

Please share the following information (Type on the ‘Comments’ section) via https://www.mobitel.lk/service-difficulties

      Our Customer Resolutions Team will assist you to get connection activated as soon as possible.

  • Mobile Number
  • Contact Number
  • SIM Number
  • NIC Number
  • Purchased Date
  • Purchased Place (Dealer/Sub Dealer)
Stop Promotional Messages

How can I stop receiving promotional massagers from Mobitel?

Simply dial #888# from your Mobitel connection and select option 3

How can I stop receiving promotional out dialer calls (automated) from Mobitel?

Simply dial #888# from your Mobitel connection and select option 1- 4-2

Service Alterations

How can I change my billing address?

You can change your billing address via one of the following methods.

  • By sending a written request via WhatsApp/Viber (0711755777) or info@obitel.lk   
  • By logging in to your Mobitel MyAccount
  • Through Mobitel Self Care Application  
  • Through Mobitel PIN service (Dial #171#)
  • By calling over at one of the Mobitel touch points http://www.mobitel.lk/store-find   

How can I get a copy of my bill?

You can request for bill copies via one of the following methods. Applicable charge – Rs.200.00 + tax per month.

  • By sending a written request ( mentioning the required bill date/s ) via WhatsApp/Viber (0711755777) or info@obitel.lk   
  • Through Mobitel PIN service (Dial #171#)
  • A digital bill can be obtained via eBilling facility and once the eBilling is activated the postal bill shall not be sent to the customer. (Dial #9900# to activate E Billing)
  • By calling over in person to a Mobitel outlet. http://www.mobitel.lk/store-find

How can I get a detailed call statement?

You can request for detailed bills via one of the following methods.

  • By calling over in person to a Mobitel outlet. http://www.mobitel.lk/store-find
  • By sending a written request (mentioning the required time range and call type/s) via post, WhatsApp/Viber (0711755777) or info@obitel.lk
  • The detailed bill feature can be activated on a customer account upon a request where the outgoing detailed bill will be sent via post along with the monthly bill.
  • Via Mobitel online My Account
  • Through Mobitel PIN service (Post Paid only / Dial #171# to activate)
  • Through E Billing service

How can I change my Post Paid number to a Pre-Paid?

  • You can transfer a connection from Pre-Paid to Post Paid by calling over at one of the Mobitel touch points. http://www.mobitel.lk/store-find
  • A` valid identification will be required (Copy of the NIC/DL/PPT) along with a dully filled Pre-Paid application form.
  • Rs.100.00 will be charged for the new SIM & the refundable deposit should be kept depending on the package.

How can I change my Pre Paid number to a Post Paid?

  • You can transfer a connection from Pre-Paid to Post Paid by calling over at one of the Mobitel touch points. http://www.mobitel.lk/store-find
  • A valid identification will be required (Copy of the NIC/DL/PPT) along with a dully filled Pre-Paid application form.
  • Any Outstanding bills on the Post Paid account should be settled in full prior to transferring to Pre-paid Rs.100.00 will be charged for the new Pre-Paid SIM.

Can I get a copy of a previous bill e mailed to my e mail address?

Bill copy/s of previous months can be e mailed to the corresponding registered E Mail address upon request. This service is provided free of charge.

Can I get a detailed bill e mailed to my e mail address?

Detailed bills can be e mailed to the corresponding registered E Mail address upon customer request.  A 50% discount on detailed bill chargers is applicable for this service.

Check Complaint Status

I need to know the status of the complaint I logged

To check the progress of the logged complaint dial #1775# from the respective mobile connection.

 

Quick Fix Support / Emergency / Terms & Conditions