Frequently Asked Questions
Call on 1236 for any service
Call on 1218 for Complaints & Help
Call on 0800 80 800
For all our new customers, Vfone now brings an exciting new promotion; now for all new customers Vfone offers limited free balance for desktop sets.
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Yes, Free balance (FWP) can be utilized to make Calls to any direction
Yes, for Desktop customers, the Free balance would be valid for 60 days, whereas for our SIM customers Free Balance has to be consumed within 5 days of card loading.
Yes, for our new customer, on loading a card of Rs 1000, Airtime worth 1000 Free minutes would be offered, which can be utilized to make calls to any Vfone and PTCL number, be it local or Nationwide. The validity of free minutes is 30 days.
This offer is valid to all the Vfone customers in AJK and FANA.
No, no matter what package the customer is currently using, they will get the same call rates for All SCO numbers.
All Vfone customers in AJK and FANA can benefit from these special SCO call rates without having to get into any activation process. The rates would be applied automatically to all such customers
No, the charging plans for making other calls remain the same as indicated in the packages.
This offer is not time bound, all AJK and FANA customers can benefit from this special calling plan from 27th February onwards
All such customers who have zero balance in their account and their card validity has not yet expired will NOT be able to make any outgoing calls (free calls), SMS or use the internet. However, all such customers would have access to dial Vfone Service Numbers.
In case of multiple card loading, the expiry date of the balance would be of the maximum validity card.
If the card validity has expired and the customer has some balance remaining in their account then the remaining balance will not be deleted after the card expiry date. This balance will be transferred/ carried forward when the customer recharges his/her account. However if the customer lifecycle enters Temporary out of Service the balance will not be carried forward.
For the convenience of our valued customers, Vfone now offers three package options; to suit the needs of all our individual customers. The five packages currently offered by Vfone include
For all new customers, the default package would be Vfone Smart. If you want to change your package you can immediately do so by dialing 1015, after which you will be charged according to the selected package.
All new and existing customers can change their Package by dialing 1015 and pressing 3 in the main menu. The Package changes immediately in the system. The customer gets a confirmation of the new Package activation. There are no delays in the system.
You can confirm your current package by calling 1015 and pressing 3 in the main menu.
All complaints pertinent to Failure of Package Change should be registered with the Customer Helpline 1236.
The Package Change is permanent and does not expire. Once you have selected a new Package it will not be changed unless you change it.
PTCL Vfone is a superior phone connection with advanced features like Internet, caller ID, speaker phone, address book etc that lets you connect wirelessly to the whole world. Getting your Vfone connection is simple--- visit any of our Franchise outlets, One Stop Shops or Customer Service Centers and get a Vfone connection/telephone, just by filling a customer agreement form, attaching NIC copy and by paying the required fee.
No, it is not a mobile phone. It’s a connection offering wireless connectivity within limited premises. PTCL Vfone offers all the benefits of your landline; with the added advantage of being wireless, which means you can carry it anywhere within limited premises and that is what makes it an ideal substitute for copper line.
A: We are at present offering Fixed Wireless Terminal (FWT) with external antennas as well as RUIM based connections, sets of which are available at our franchises.
No PTCL Vfone does not offer mobility. Vfone is based on wireless local loop technology which offers limited movement within premises. PTCL Vfone is an alternate to PTCL landline.
The 450 MHz and 1900 MHz are frequencies on which a connection operates. PTCL selects these frequencies for a given location based on the local terrain and environment. Therefore, the users get the best-suited technology for their needs. In rare cases, the users might have both frequencies as an option. This is normally to build more connection capacity in the area.
PTCL Vfone services do not offer mobility in rural or urban areas. Since this service is based on wireless technology, terrain and structures/buildings in the vicinity affect the transmission. Due to this reason, the coverage area is normally more in rural markets as compared to dense urban centers. Coverage area refers to area with in which PTCL can give a connection.
Yes, Vfone allows you to wirelessly connect to the internet with speed up to 153.6 kbps. To start browsing internet through your Vfone Connection, you will be first required to setup an internet connection on your computer which can be done in a couple of minutes. Once your internet connection is ready you can start browsing the internet at a very good speed.
No, the same card that is used for voice is also used for internet.
.Yes, with your Vfone connection you can send and receive SMS to and from all cellular networks, Vfone and PTCL landlines.
Apart from internet and SMS, Vfone at present offers the following value added services to make your Vfone experience more convenient: - CLI - Call Forwarding
In case a new Vfone connection is activated and no balance is loaded for 45 days, the system would move the customer to inactive state; and then the customer would have to load a new card to move back to active state.
When a customer remains inactive beyond the incoming validity period, his account would move to the temporarily inactive state, where he can neither receive nor make any calls.
If the customer has balance in his account, but his connection has moved to TOS state, then his previous balance would be deleted and his connection would be restored once he loads a new card.
No! You cannot make any calls if you do not have the required balance for Daily Deduction in your Vfone account.
If due to any reason, the set becomes faulty and does not function; no need to worry; you can simply bring your Vfone set to your nearest OSS and we will have it repaired through our trusted vendors within the warranty period. Conversely if you do not have an OSS nearby, you can also contact our franchisees for set repair, which have also been given Level1 and Level 2 training to handle set repair issues.
In case of lost/faulty SIM, the customer can have a new RUIM issued by simply visiting any of our OSS along with his NIC and following a simple RUIM replacement procedure
In case of over scratched or badly scratched cards, the customer can get a replacement card form their nearest OSS by visiting the OSS with the badly scratched card and following a simple card replacement procedure.
Yes, if a customer relocates within the same region, then the same number can be retained. In case of relocation to another region, a new number would have to be purchased.
PTCL VPCO is a wireless PCO connection using CDMA technology. It is a pre-paid connection.
You can get VPCO connection from V-Franchise for VPCOs and V-VPCO Partner's outlets.
VPCO is like an ordinary V set having payphone functionality. It has all the features of a VPCO including display of call charges, duration and balance.
PTCL has by far the largest network coverage, competitive price, and a range of Value Added services including Phone book, messaging, and call logs. PTCL wireless service gives voice quality of a landline with country-wide coverage, employing the state of the art CDMA 2001x technology and nationwide availability.
The conversion of normal Vfone into VPCO is not permissible, as V PCO works on specially designed FWP that are bundled with the V PCO package.
Scratch cards for your VPCO are easily available throughout the country. You can get scratch card from any Vfone dealer/ V Retail outlet / V Franchise and VPCO Partner's outlets.
Since Normal Vfone cards are used on these VPCOs, so it has same validity cycle as any normal V card.
On dialing helpline 1015 recharge guidelines are available.
Yes, when you purchase a new connection you get a preloaded balance worth UNITS 1580.
If a new card is not loaded, after three months, all Outgoing calls will be blocked.
Yes, with your PTCL VPCO, you can make calls to your loved ones all around the globe.
No, there are no additional charges for international connection.
No, there is no line rent for these VPCOs. You get charged only when you make a call.
The VPCO set is a Fixed Wireless Phone with a display for convenient monitoring of calls being made. The service can only be offered on these especially designed phones with VPCO software.TheFWP offers both indoor as well as outdoor antenna options suiting exact location needs. For PTCL WLL VPCOs, Huwaei, ZTE & Comcept are our trusted set providers.
Yes, the sets supplied by PTCL are given full warranty coverage by our vendors (Huawei, ZTE, etc).
If you face any issues with the FWP, no need to worry.FWP sets shall be repaired through vendors repair centers established throughout Pakistan.
If there are any issues with the set battery, our Vendor will replace the battery within the warranty period or if the warranty period had expired, then these batteries are easily available in open market as well.
At present, only Comcept VPCOs support PCO Call centre solutions. For this purpose the customer has to buy special call centre setup (hardware and software required) from Comcept, making sure to use the compatible model of FWP.