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-01.Where should I go to buy a Prepaid connection?
You can buy a new connection from any of our Robi Customer Care Centers or from any of our authorized dealers / Robi Touch Points.
-02. What documents do I need to get a Prepaid connection?
You need to provide 1 recent passport-size colored photograph, a National ID card (NID), another National ID card number of second contact person and payment for new connection.
Note: If s/he doesn’t have the National ID card in his/her own name, then s/he has to take the new connection in the name of his/her parents who has NID card.
- 03. How do I start using my newly purchased Prepaid connection?
By making any outgoing call, you can make the connection active as all Prepaid connections are pre-activated. You may also call 111 (account re-charge), 222 (balance inquiry), 123 (Support Helpline) to make your connection active.
- 04. How long would it take to get a new subscription activated?
All Prepaid connections are pre-activated, meaning they can be used directly after purchasing from any Robi Customer Care Center or authorized dealer / Robi Touch Point.
- 05. Getting after-sales service at an Robi Customer Care Center?
If you want to avail any after-sales services, such as SIM change, ownership change, account re-initialization etc., you have to bring along the ORIGINAL Ownership or Registration Document for us to verify your signature. Passport-size photos may be required, depending on the service request.
- 06. How do I use Robi Scratch Card or e-fill voucher?
Type *111* then type your 13/14-digit PIN number then press # and press the send button. You will receive a confirmation message on successful refilling of your account. Please note that the refill facility of your account will be temporarily barred following three consecutive wrong attempts in refilling the card.
Please destroy the physical scratch card once the account is successfully recharged.
- 07. Can Robi scratch cards be used with a Postpaid phone?
Yes, scratch cards can also be used for paying Postpaid bills.
- 08. In what denominations are refill vouchers available?
Electronic scratch cards (through the E-fill system) are available in the values of Tk. 20, Tk. 50, Tk. 100, Tk. 150, Tk. 200, Tk. 250, Tk. 300, Tk. 600, and Tk. 1000 at authorized Robi dealers and e-fill outlets. Tk. 50, Tk. 100, Tk. 300 and Tk. 600 cards (electronic versions) are available at leading stores along with physical versions. (Normal validity is respectively 1, 5, 10, 15, 20, 25 days. For Tk 300 / 600 / 1000, 1 year validity is applicable).
- 09. Whom should I contact if I have any queries or complaints?
For any sort of complaints and queries, you can visit any of our Robi Customer Care Centers. In addition, you can also call 123 from your Robi number for automated assistance or for direct assistance through Robi Customer Service Executive.
You can also e-mail us to 123@robi.com.bd You can also SMS your complaints / queries to 8123 from your Robi number (standard SMS charge applicable). The service is also available for calls through +880 1819 400400 from any number.
- 10. Service hours of your Support Helpline (Contact Center) and CCC?
You can access our Support Helpline 123 / 01819 400400... 24 hours a day, 7 days a week, from anywhere in Bangladesh and also, from outside the country. All Robi Customer Care Centers are open 7 days of the week from 9:00 AM to 8:00 PM.
- 11. What are PIN and PUK codes?
PIN stands for Personal Identification Number, which ensure the restriction of the unauthorized access of the Robi connection. Usually, all Robi SIM's are PIN enabled by default.
Your sales person would have provided you with your default PIN number at the time of purchase.
PUK stands for Personal Unblocking Key, which is needed to unblock the SIM card in case of three wrong attempts of the PIN numbers. This code will also be provided to you at the time of purchasing your connection.
Please ensure that you keep these important numbers safely.
Please contact our Customer Care Centers, for further assistance if required.
-12.What is PIN2 and PUK2? And how can I get these numbers?
PIN2 and PUK2 are another set of security codes which are not activated by Robi at the time of issuing your SIM. The reason for this is due to certain services that could be activated with the use of these numbers such as Call Costs etc., are currently not provided by the network. You are requested not to activate the PIN2 as we will not be able to provide the PUK2 which would help you unblock your connection.
- 13. I have lost my PIN and PUK codes. How can I get these codes?
In order to request for PIN and PUK codes, you are required to visit any Robi Customer Care Center with the original subscription / registration papers.
- 14. Can I use the voice mail service?
Yes, you can. Please dial 8121 and listen to the instructions thereafter.
- 15. Can I divert calls to another number?
We are sorry to inform you that Call Divert (to other numbers) option is currently not available for Prepaid connections.
- 16. How can I activate the Call Barring option?
Regret to inform that Call Barring facility is currently not available for Prepaid connections.
- 17. How can I start to send SMS?
You will not be able to send SMS if you have not set up the Message Center Number. Make sure that your SMS Center number is entered as +880 1801000004. Your message format should be selected to TEXT, SMS, and STANDARD (depending on your handset).
- 18. Can I send SMS overseas?
Yes, you will be able to send SMS overseas. Robi has provided SMS connectivity with around 450 operators in 167 countries.
- 19. Is there monthly subscription for Prepaid connections?
There is absolutely no monthly subscription for Prepaid connections.
- 20. How much is the security deposit for a Prepaid connection?
There is no security deposit required for Prepaid connections.
- 21. How can I check on my account balance?
Simply dial *222# OR *222#1 and send. Then you would then receive a flash message on your phone. OR dial 222 and listen to the recording.
- 22. How long would it take to unlock the Refill Unbar?
If any account blocked due to 3 wrong attempts, after 24 hours it will be automatically unblocked to be recharged or you can take the assistance of Customer Care for the immediate unblocking of Refill Bar.
- 23. Do I get an incoming call in case of ZERO Balance?
Yes, it is possible to get incoming, if the account balance is zero.
- 24. What is the minimum balance to make an outgoing call?
It depends on the tariff where are you calling. As per configuration the minimum time to set up a call is 30 second. So if your balance is not sufficient to allocate 30 second, call will not be established.
-25. After the validity period, how long would my account last?
Your account will expire 30 or 45 days (depending the refill denomination) after your validity period expires. For details, please call 123 or visit any Robi Customer Care Center.
-26. How can I get my account reactivated during the expiry period?
You would need to visit any Robi Sheba with the original documents. Charge: free of cost.
-27. How long would it take to re-activate an expired account?
It will take a maximum of 72 hours to re-activate the expired account.
-28. I want to suspend my service(SIM lost), what should I do?
If you want to lock your connection, please fax the request letter as well as the photocopy of the Registration Form and Invoice to: +880 18 19234329-333 (all users). Alternatively you can e-mail us a scanned copy of the above-mentioned papers to 123@robi.com.bd or through SMS to 8123 (from any Robi number).
-29. Can I get the previous Balance in case of a SIM change?
Yes, your balance of the previous SIM will be forwarded to your new SIM as it is. (But note that if the account has expired, then there will be no balance, as it will automatically become Zero in this period).
-30. I have enough balance to make calls, but I cannot. Why?
You may not get outgoing and incoming facility as the validity period of the last recharged voucher has expired. In such cases, Robi will not allow incoming and outgoing facility. The same is for if there is not enough balance in an account (even if the validity period is applicable). For assistance, contact Robi Customer Service.
-31. Can I transfer my Prepaid connection to Postpaid?
Regret to inform you that this facility is not available at this moment. However you may avail a new post paid connection at a convenient price.
-32. Can I apply for Transfer of Ownership for my Prepaid connection?
Yes, you can change your Prepaid ownership with a fee of BDT 68(incl. VAT).
Both the original and the new customer should ideally be present at this time of the transaction. If the original customer cannot be present, a letter of authorization should be provided. All original documentation should be presented. A fee of Tk. 68 is applicable. If the first party is out of the country, the second party can collect an ownership change form from the Robi office and send it to the first party through courier service for his signature or the First party may scan his signature and send it to the second party through the e-mail, which will be added with application form as his supporting document of signature. If the original document of the previous owner is not available then a GD copy mentioning the same along with Valid Photo ID Document of both parties will suffice. Undertaking by second party that if any problem arises in future regarding this Mobile number, or any payment of bill customer will be held responsible.
-33. How can I get the subscription papers back if lost?
Pls. visit our Robi Sheba & bring along with the SIM or connection packet or those are proof that subscriber is owner of the connection for collecting your registered document.
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