Help & Support
1. Lost or stolen phone
Can I keep the same number if my phone is stolen?
Yes, you can. You can activate your mobile number again on a replacement SIM card with same number.
How can I unblock my phone?
To unblock your phone you have to call our Customer Care Center or visit Head Office for assistance.
What costs will I incur if my phone is lost or stolen?
If your phone is lost or stolen, you will be only charge Rs.283 for replacing for new SIM with same number.
What should I do if my phone is lost or stolen?
The first thing you should do when you lose your phone is, call our Customer Care Center (call center) and get it Barred. Or if you are registered to our website to manage your account online then immediately you could bar calls being made from your number.
Barring the SIM will stop calls being made on your phone and prevent any charges.
If some how find your SIM card after placing a block on it, call our Customer Care Center and request to unblock the SIM.
Where can I get a replacement SIM card?
You can get the replacement SIM cared from: our Head office.
Can I divert my calls if my number is barred?
No. When you have barred your number means both the incoming and outgoing are blocked or stopped.
2. Price Plans and costs
Is there a monthly charge to get Mero Mobile Post-Paid?
No. You will only have to pay for the calls you make and for further detail contact our Customer Care Center (9005).
Is there any limit to the calls I make to 9005?
Yes. You have 30 free calls and after exceeding the calls you will be paying a normal tariff/charge.
How am I bill for Mero GPRS uses?
You will be charge per volume used i.e per 10 kb, it will cost you 20 paisa.
How much will it cost me if I call other network from outside city?
Absolutely nothing, we do not have STD Charges, wherever you go or call from our network within Nepal it will cost you local charge. For more detail check our tariff plan.
3. Billing
Can I find out what my bill will be, before I receive it?
If you are register for online billing, you can view your bill on the day it’s produced or else as soon as your bill is ready or produced, we will send you and email to inform you that your bill is ready.
How can I add itemized billing and what does it cost?
You can add itemized billing on your account and it is only available for Post paid. The minimum charge for the service is Rs. 100 per month.
But Prepaid subscribers will have to contact Mero Mobile Customer Care Center. The charge will be Rs.4 per day.
I have sent and been charged for MMS. Why my friend not received it ?
There are several reasons why your friend did not receive your MMS message.
Your friend may not have a Picture or Video messaging phone, they may not even be compatible handsets or there account of phone may not have been configured to receive the MMS message.
It could also be that his network has not yet started MMS.
How do I check my account balance?
You can check your balance at any time by calling *901# from you mobile handset. This service is free of cost.
4. Problem with your Phone
What is message center number?
The message center number is +9779800009000.
What does unregistered SIM means?
This usually means that the SIM card is not yet activated in Mero Network (in such case you can dial customer help 9005 or visit customer care office)
My Phone is asking for Pin, what should I do?
The PIN (Personal Identification Number) is security feature of your SIM card. The SIM card comes in a small postage-stamp size card that fits inside your phone and contains PIN and PUK of your number.
Activating your PIN will enable you to go inside our network and you can start using the services. If you want to change your PIN or wants to active, you can do so in your phone setting.
If you enter PIN incorrectly three times, your phone will be locked and you will need a PUK (Personal Unblocking Key) code to unlock it. This information is available at the back of your kit, incase you lose it you can visit our customer care office or dial 9005 for further assistance.
Remember, some mobile phones also have their own PIN’s (called phone locks or device locks) do not get confuse with PIN of SIM card. It can also help you to prevent unauthorized use of the phone.
My Phone is asking for PUK, what should I do?
The PUK(Personal unblocking Key) code is needed when you enter a security PIN number incorrectly three times on your mobile phone. You are then given 10 attempt to enter PUK if required.
You can get you PUK code at the back of you SIM card Kit or you can contact Customer Service. Please do keep in mind you should not attempt to guess you PUK code as entering an incorrect PUK code could permanently block the SIM card in your phone; you will then need to request for the replacement of the SIM card.
How do I obtain a replacement SIM card and what is the cost?
To obain a replacement SIM card, you have to visit or contact Customer Care. Replacement SIM card will cost you Rs.283.
Faulty SIMs will be replaced FREE of charge.
MY phone is displaying "Insert SIM" . "SIM error", or "SIM card rejected". What does this mean?
If the screen of your phone displays or displaying "Insert SIM"."SIM error", or "SIM card rejected" , Please make sure:
- The SIM card is inseterd properly and the right way round.
- Wipe the SIM card with a non abrasive material and re-insert.
- Try another batteryas this can cure some instances of 'Insert SIM'.
- Try another SIM card to see if the problem lies with your SIM card.
- Try your SIM in another handset to see if the problem lies with you handset.
- If the incorrect PIN has been entered 3 times, you are then given 10 attempts to enter your PUK (Personal Unblocking Key). If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card
For further more assistance, Please contact Customer Care.
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