AIS customer service number — complete professional guide

Primary contact channels and exact numbers

The principal AIS (Advanced Info Service) customer service number in Thailand is 1175. Dialing 1175 from any AIS mobile typically connects you to the AIS Contact Center; this line is commonly available 24 hours a day for account inquiries, technical support for mobile and fixed broadband, roaming assistance and service interruptions. For web access and self-service you should use the official AIS website at https://www.ais.th and the myAIS application (iOS/Android) which provides account details, e-billing and live chat.

AIS also maintains an official LINE account (search @AIS or via the LINE app link on ais.th) and active social channels (Facebook: facebook.com/ais). For regulatory escalation beyond the operator, the National Broadcasting and Telecommunications Commission (NBTC) in Thailand has a consumer hotline at 1200 — useful if a formal dispute is required after you exhaust AIS internal escalation routes.

How to call 1175 and what to expect during the call

When you call 1175 from an AIS number you will typically navigate an IVR menu that segments calls by purpose (billing, technical, roaming, handset/IMEI). Expect basic identity verification at the outset: agents will request the mobile number, the registered national ID or passport number (for foreigners), and occasionally a recent invoice amount or last top-up value. Average initial hold times are often under 5 minutes during normal hours, but major outages can push waits longer; calling during off-peak hours (early morning or late evening) tends to shorten hold time.

Common outcomes from a 1175 interaction: immediate account changes (package swaps, SIM reactivation), fault ticket creation with a reference number, or escalation to technical teams with a target resolution window. For example, a ticket for a network fault will usually include a case or ticket ID and an estimated repair time; for complex infrastructure issues AIS commonly quotes a 24–72 hour remediation window depending on cause and location.

Practical contact channels — concise list

• Phone (AIS mobile): 1175 — primary contact for customers inside Thailand; voice support and account actions.
• Website: https://www.ais.th — online FAQs, plan details, and billing portal (useful for attaching screenshots or documents to a case).
• myAIS app (iOS/Android) — manage account, view e-bills, chat with support and submit tickets with logs for technical faults.
• LINE Official: @AIS — chat-style support and links to self-service pages; convenient for screenshots and asynchronous troubleshooting.
• Social media: Facebook (facebook.com/ais) — public channels where agents can direct-message to handle issues but avoid posting private info publicly.
• Regulator (if needed): NBTC hotline 1200 — for unresolved disputes after AIS escalation.

What you should prepare before calling or visiting

To accelerate resolution prepare three core pieces of information: your AIS mobile number or account number, the registered identification (Thai national ID or passport for non-residents), and a recent billing or top-up amount to verify identity. For device-related problems bring the handset IMEI (dial *#06# to get it) and, where applicable, a copy of the purchase receipt or warranty card if you expect hardware warranty service.

If the issue is billing-related, have the invoice number and the exact date and amount of the disputed charge. For roaming problems, note the exact time and country where the issue occurred plus screenshots of any roaming error messages. Having this data when you call 1175 reduces back-and-forth and speeds ticket creation and investigation.

Essential checklist — information to have ready

• Registered mobile number and account holder name
• National ID / passport number (as on AIS record)
• IMEI for device faults (dial *#06#), receipt if under warranty
• Invoice/ticket numbers and exact disputed amounts/dates for billing complaints

In-person support, shops and practical addresses

AIS operates branded AIS Shops across Thailand for face-to-face service: SIM replacement, biometric registration, handset repair referrals and packages demonstration. Shops typically align with mall opening hours — commonly 10:00–22:00 in major shopping centers. For example, a centrally located point of service is AIS Shop at CentralWorld, address: 999/9 Rama I Road, Pathumwan, Bangkok 10330; this outlet supports in-person billing questions, device trade-ins and advanced troubleshooting.

When visiting an AIS Shop bring the same identity documents noted above and be prepared for queueing during weekends or promotional periods (new handset launches often create peak demand). Shops can process SIM swaps, issue new SIMs for 4G/5G and activate postpaid plans — but billing disputes generally require formal case creation via the Contact Center so combine shop visits with a ticket reference for faster follow-through.

Escalation, dispute timelines and best practices

If a resolution is not satisfactory at first contact, request a case or ticket ID and the name/ID of the agent handling the ticket. Note the estimated SLA provided; AIS typically provides target windows (e.g., immediate fixes, 24–72 hours for technical repairs). If the operator does not meet the target, escalate within AIS by asking for a supervisor and reference the original ticket ID. Keep copies of all correspondence (chat logs, emails, screenshots) — these are essential evidence for formal complaints.

For unresolved or systemic issues (billing discrepancies that remain after 2–3 AIS escalations), file a formal complaint with the NBTC via hotline 1200 or their online portal. In most practical cases following the steps above—preparing identity and billing proof, using the myAIS app for ticket attachment, and requesting a ticket ID—will shorten resolution time and reduce the need for regulator involvement.