Chiranjib Sonowal shares a shocking experience with Airtel Broadband where, despite an active plan, he was threatened with router collection. Read the full consumer complaint, detailed issues, and what action can be taken for protection against unfair telecom practices.
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Complaint Summary : Airtel Broadband Harassment Complaint by Chiranjib Sonowal | Router Threat & Misleading Practices
| Customer Name | Chiranjib Sonowal |
|---|---|
| Company/Brand | Bharti Airtel Limited (Airtel Broadband) |
| Product/Service | Broadband Internet Service |
| Location | Guwahati, India |
| Issue Type | Harassment & Misleading Service Practices |
| Complaint Details | Despite having an active Airtel broadband recharge (valid till September 3rd, 2025), Airtel threatened to collect the WiFi router and assigned an agent to pick it up. The customer was unable to reach human support via Airtel helpline and faced repeated harassment calls demanding recharges. |
| Original Post URL | LinkedIn Source |
Detailed Write-Up
Background of the Complaint
Chiranjib Sonowal, a consumer from Guwahati, India, had subscribed to Airtel Broadband a few years ago. At the time of subscription, Airtel advertised “Free installation + Free router” with a plan priced at approximately ₹3,000 for 6 months validity. Since then, the consumer has regularly recharged the plan, but mostly due to continuous threatening calls from Airtel representatives who claimed that if the plan was not renewed, they would retrieve the router from his home.
The Recent Incident
On August 4th, 2025, Chiranjib recharged his Airtel broadband account, which remains valid until September 3rd, 2025. Despite this, Airtel allegedly assigned a delivery agent to pick up his router, while the WiFi service was still in active use.
This situation left the consumer shocked and harassed, raising concerns about unethical practices by the telecom giant.
Lack of Human Support
When Chiranjib attempted to resolve the matter through Airtel’s official helpline (121), he was met with an AI bot system that provided no option to connect with a real customer support executive. This lack of human assistance further aggravated the situation and highlighted a gap in Airtel’s customer support infrastructure.
Key Concerns Raised
- Harassment Calls: The consumer received multiple threatening calls over time, pressuring him to recharge even when he did not need to.
- Router Collection Threat: Despite being on a valid plan, Airtel tried to repossess the router.
- Misleading Marketing: The router was initially promoted as “free”, yet Airtel continues to claim rights over it.
- Mental Stress & Consumer Rights Violation: Threatening and misleading practices have caused distress to the customer.
- AI-Only Support: The absence of real human customer support makes grievance redressal nearly impossible.
Consumer Rights Perspective
Under the Consumer Protection Act, 2019 (India), a service provider cannot mislead or harass a customer who has already paid for and is actively using the service. Threatening to take away equipment during an active plan period constitutes deficiency in service and may qualify as an unfair trade practice.
Actions Taken
- The customer has filed a consumer complaint against Airtel Broadband.
- He has also raised awareness through LinkedIn to gather public support and highlight unfair practices.
Recommended Actions for Airtel
- Provide clear written communication on router ownership policies.
- Ensure no harassment calls for valid subscribers.
- Offer human customer support channels instead of only AI bots.
- Improve transparency in billing, recharge, and equipment policies.
- Establish consumer grievance redressal mechanisms with timely responses.
FAQs – Airtel Broadband Harassment Complaint
Q1. What was Chiranjib Sonowal’s main issue with Airtel Broadband?
He was threatened with router collection despite having a valid recharge till September 3rd, 2025.
Q2. Was Chiranjib’s broadband plan active when Airtel attempted to collect the router?
Yes, his plan was active, making Airtel’s action arbitrary and unfair.
Q3. Why does Airtel threaten to collect routers from customers?
In some cases, Airtel claims routers are company-owned, but this contradicts earlier offers that marketed routers as “free.”
Q4. Can Airtel repossess a router if the customer has an active plan?
No, such action is against consumer rights since the customer has paid for ongoing service.
Q5. What steps can customers take if Airtel harasses them with such threats?
- File a consumer complaint with the District Consumer Forum.
- Email Airtel Grievance Redressal Officer (available on their website).
- Report the incident on social media for visibility.
Q6. Is it legal for Airtel to provide only AI support without human agents?
While AI bots are allowed, denying human interaction for complaint resolution violates TRAI and Consumer Protection guidelines.
Q7. Can a router be considered “free” if Airtel continues to claim it back?
No, if marketed as free during onboarding, the router should not be repossessed.
Q8. What is the role of TRAI in such complaints?
The Telecom Regulatory Authority of India (TRAI) oversees telecom services and can take action against unfair practices.
Q9. How can consumers ensure they are not misled by telecom marketing?
Always keep written proof of offers and agreements and verify with official documents before subscribing.
Q10. What remedies are available for harassment by telecom companies?
- Compensation under the Consumer Protection Act.
- Refunds for wrongful deductions.
- Legal remedies through consumer forums.
Q11. What alternatives do customers have if Airtel services become too stressful?
Customers may switch to competitors like JioFiber, ACT Fibernet, or BSNL Broadband, which provide transparent policies.
Q12. Can a consumer demand compensation for mental stress caused by a telecom company?
Yes, Indian consumer courts often award compensation for harassment and mental stress.
Q13. What happens if a consumer files a complaint with the National Consumer Helpline?
The complaint is forwarded to the company for resolution, and failure to comply may escalate it legally.
Q14. How can consumers prove harassment by Airtel?
Keep call records, payment receipts, recharge proofs, and screenshots of threats or emails.
Q15. How effective are LinkedIn complaints in resolving such issues?
Public posts often push companies to act faster due to brand reputation concerns.
Q16. Why is router ownership such a common dispute in broadband services?
Because some companies market routers as free, but later treat them as leased equipment without transparency.
Q17. Can Airtel block services if a consumer refuses to surrender a router?
If the plan is active and valid, Airtel has no legal basis to block services.
Q18. How can Airtel improve its customer experience?
- By ensuring human escalation channels.
- By providing clear router ownership terms.
- By reducing harassment calls.
Q19. What should customers check before choosing a broadband provider?
- Ownership terms of equipment.
- Hidden costs.
- Customer service reviews.
- Availability of complaint redressal mechanisms.
Q20. Where can customers file a formal telecom complaint in India?
Consumers can complain via:
- Airtel Grievance Redressal Portal
- TRAI website
- Consumer Forum (District, State, or National level)
Choice4Voice.com Is Here to Help You
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