Varma Prasad has raised a serious complaint against Airtel Black regarding delayed Wi-Fi + DTH installation despite full payment, KYC completion, and repeated escalations.
Complaint Summary : Airtel Black Complaint by Varma Prasad | Pending Installation Despite Payment & KYC
| Complaint By | Varma Prasad – Head of Brand Growth & Partnerships |
|---|---|
| Company | Airtel India |
| Service | Airtel Black (Wi-Fi + DTH) |
| Issue | Connection not installed despite payment, KYC completion, and multiple follow-ups |
| Location | Nandini Layout, Bengaluru |
| Store Visited | Mahalakshmi Layout Airtel Store, Bengaluru |
| Request ID (Wi-Fi) | X9E8PNSX61 |
| Request ID (DTH) | Y9E8PNSX61 |
| Escalations Made | Emails sent to 121@in.airtel.com, appellate.southabts@airtel.com, dthnodal.kk@airtel.com, content.grievance@airtel.com |
| Status | Still unresolved despite repeated complaints |
| Original Post URL | View LinkedIn Complaint |
Detailed Complaint Report
Varma Prasad, a senior professional specializing in brand growth and partnerships, raised a serious concern regarding his Airtel Black connection (Wi-Fi + DTH).
According to him:
- Despite making the required payments, completing KYC, and having engineers assigned, the installation has not been completed.
- Multiple store visits to the Mahalakshmi Layout Airtel Store in Bengaluru only resulted in vague assurances such as “It will be resolved tomorrow”.
- Several email escalations were made to official Airtel grievance channels, but no concrete response has been provided.
- The complaint has been pending for days, reflecting a serious lapse in Airtel’s customer service and accountability.
This situation highlights a growing concern where customers are facing delays and poor responses even after following all due processes.
Customer Expectations
Varma Prasad has demanded:
- Immediate action from Airtel leadership to resolve the issue.
- Proper accountability from the customer care and grievance redressal teams.
- Timely installation of the Airtel Black services (Wi-Fi + DTH) he has already paid for.
Why This Complaint Matters
This is not an isolated case. Many Airtel customers across India have reported similar experiences of:
- Service delays despite payment.
- Poor follow-up from grievance cells.
- Store-level staff giving non-committal responses.
Such instances harm customer trust and highlight the need for Airtel to strengthen its complaint resolution process.
Frequently Asked Questions (FAQs)
Q1. What is Airtel Black?
Airtel Black is a bundled plan combining mobile, DTH, and broadband services under one bill for convenience.
Q2. Why do Airtel Black installations get delayed?
Delays often occur due to internal coordination gaps between billing, technical, and field teams.
Q3. How can a customer escalate an Airtel complaint?
Customers can email official IDs such as 121@in.airtel.com, appellate.southabts@airtel.com, and contact nodal officers based on their circle.
Q4. What should I do if my Airtel service remains unresolved after escalation?
If complaints remain unanswered, you can escalate to the Appellate Authority or approach the Consumer Grievance Redressal Forum.
Q5. Can Airtel customers take legal action for service denial?
Yes, under the Consumer Protection Act, customers can file a complaint against delayed or denied services.
Q6. How long does Airtel usually take for new installations?
Typically, Airtel installations are completed within 48–72 hours of payment and KYC completion.
Q7. What documents are required for Airtel Black installation?
Valid KYC documents such as Aadhaar, PAN, or voter ID are mandatory.
Q8. Why is it important to save request IDs like X9E8PNSX61 & Y9E8PNSX61?
Request IDs serve as proof of service applications and help track complaints.
Q9. Who should I contact if the Airtel store is unresponsive?
You should directly escalate the matter via email to the regional nodal officer or raise a complaint through the Airtel Thanks App.
Q10. What penalties can Airtel face for service delays?
As per TRAI guidelines, repeated failures in service delivery can attract penalties and fines.
Q11. Can customers demand compensation for Airtel delays?
Yes, customers can claim compensation or refunds for services not provided despite payment.
Q12. How can Airtel improve customer trust?
By ensuring faster complaint redressal, transparent communication, and accountability at every level.
Q13. Is Airtel Black available pan-India?
Yes, Airtel Black services are available across most major cities and towns in India.
Q14. Can I cancel Airtel Black before installation?
Yes, you can cancel and request a refund of any advance payments.
Q15. How reliable is Airtel customer care?
While Airtel claims 24/7 support, multiple customer complaints show delays and poor accountability in grievance handling.
Q16. What legal rights do consumers have if Airtel doesn’t resolve the issue?
Consumers can approach the District Consumer Forum for resolution and compensation.
Q17. What is the role of the Airtel appellate authority?
The appellate authority handles complaints not resolved within 30 days by customer care.
Q18. Can customers track Airtel service requests online?
Yes, service requests can be tracked via the Airtel Thanks App or Airtel’s official website.
Q19. How can Airtel prevent such complaints?
By implementing strict SLAs (Service Level Agreements) for installation timelines and grievance redressal.
Q20. Where can customers publicly share complaints to get faster action?
Complaints can be shared on Choice4Voice.com, LinkedIn, and tagged to official Airtel leadership handles.
👉 If Airtel does not resolve this matter urgently, the case may escalate further through consumer forums and public advocacy platforms like Choice4Voice.com.
