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Submit your complaint →Business Analyst Deepika Nair raised a serious complaint against Airtel Broadband for complete internet outage, false resolution commitments, and unprofessional behavior from service staff. Learn how Choice4Voice.com helps consumers file legal complaints and get compensation under the Consumer Protection Act, 2019.
Complaint Summary : Airtel Broadband Complaint by Deepika Nair – Internet Outage, False Resolution Promises, and Unprofessional Service
| Complainant Name | Deepika Nair |
|---|---|
| Profession | Business Analyst / Scrum Master / Product Manager |
| Company Complained Against | Bharti Airtel Limited |
| Complaint Type | Internet Outage and Service Negligence |
| Complaint ID | 11019472548 |
| Primary Issue | False resolution timelines, poor communication, and rude behavior from engineer |
| Incident Date | 28th–29th October 2025 |
| Location | India |
| Complaint Source | |
| Complaint URL | Original LinkedIn Post by Deepika Nair |
Summary of the Issue
Deepika Nair, a professional Business Analyst and Product Manager, faced a complete Airtel Broadband outage that lasted for over 24 hours. Despite registering a complaint early in the day through the Airtel Thanks App, the system repeatedly displayed false resolution timelines shifting from 12:30 PM to 3:30 PM, 5:30 PM, 9:30 PM, 11:30 PM, and finally 9:30 AM the next day.
Even after all these false updates, no Airtel technician visited her location. When she finally obtained the number of the assigned engineer, Mr. Selvakumar, through customer care, he responded rudely and disconnected the call claiming he hadn’t received any work order and that he doesn’t take calls after 8 PM.
This reflects a pattern of unprofessional behavior, poor coordination between field engineers and customer support, and complete lack of accountability from one of India’s largest telecom providers.
Consumer Perspective
Deepika’s case highlights a growing issue in India’s broadband industry automation without accountability. Airtel’s digital complaint tracking app, designed for transparency, displayed misleading updates throughout the day, while human support remained unresponsive.
For professionals relying on stable internet for remote work and meetings, such outages result in financial loss, missed deadlines, and stress. False resolution commitments further erode customer trust in digital service providers.
About the Brand: Airtel Broadband
Bharti Airtel Limited is one of India’s largest telecom service providers, offering broadband, DTH, and mobile network services. Despite technological leadership, its after-sales service and complaint resolution process frequently attract criticism from customers.
Official Airtel Support Contact:
- Website: www.airtel.in
- Customer Support Email: 121@in.airtel.com
- Customer Care Number: 121 (IVR)
Legal Case Can Be Filed
Consumers facing similar service failures can take legal action under the following laws and forums:
| Type of Case | Legal Authority / Act | Purpose |
|---|---|---|
| Consumer Court Case | Consumer Protection Act, 2019 | For deficiency in service and mental harassment |
| TRAI Complaint | Telecom Regulatory Authority of India | To report poor broadband quality and non-response |
| Legal Notice | Through Consumer Lawyer | To demand compensation and written apology |
| Police Complaint | Local Police Station (Cyber Cell) | If fraudulent updates or false commitments are made |
| Department of Telecommunications (DoT) | pgportal.gov.in | For escalation of unresolved telecom issues |
How Choice4Voice.com Can Help
At Choice4Voice.com we empower customers like Deepika Nair to take action when service providers fail to respond.
We help you:
- Verify and document complaint evidence
- Draft legal notices and consumer court filings
- Publicize your complaint to increase accountability
- Escalate cases directly to company officials and authorities
- Guide you through eDaakhil – India’s official online consumer court filing portal
Every verified complaint is published publicly, creating social pressure for companies to act responsibly.
Step-by-Step Guide to File a Complaint Against Airtel
- Collect All Proofs
- Screenshots of Airtel Thanks App false commitments
- Complaint number and timestamps
- Any call recordings or communication logs
- Send a Written Email
- Email details of your issue to 121@in.airtel.com and mention the complaint ID.
- Escalate to Nodal Officer
- Each state has an Airtel Nodal Officer listed on the official website. Escalate within 7 days.
- Submit Complaint to TRAI or DoT
- Use https://pgportal.gov.in for telecom-related grievances.
- File Complaint on Choice4Voice.com
- Publish your verified complaint for greater visibility and legal follow-up.
- Register Case at eDaakhil
- File online at https://edaakhil.nic.in.
Suggested Remedies
- Request service compensation for the outage period.
- Seek waiver of monthly rental for the affected duration.
- Demand written apology and guaranteed service restoration.
- File for monetary compensation in the Consumer Forum if delays continue.
Pre-Drafted Templates
1. Email to Airtel
Subject: Complaint Regarding Unresolved Broadband Outage – ID 11019472548
Dear Airtel Team,
I am writing regarding a broadband outage reported through the Airtel Thanks App. Despite multiple false timelines and follow-ups, no engineer has attended the issue. Kindly resolve this immediately and share written confirmation.
2. Legal Notice (Consumer Case)
To,
The Customer Service Head,
Bharti Airtel LimitedSubject: Legal Notice under Section 2(1)(g) of Consumer Protection Act, 2019
This is to inform you that your company has failed to restore broadband service and misled the consumer with false commitments. The client seeks refund, compensation, and written apology within 15 days.
3. Complaint on pgportal.gov.in
Department: Department of Telecommunications (Telecom Services – Broadband)
Complaint Summary: “Airtel broadband service outage with misleading resolution updates and unprofessional behavior from service engineer.”
Author
Deepika Nair is a Business Analyst, Scrum Master, and Product Manager with extensive experience in process improvement and digital transformation. She is known for her analytical mindset and attention to customer-centric operations. Her recent Airtel experience highlights critical flaws in digital complaint handling and accountability.
Frequently Asked Questions (FAQ)
1. What was Deepika Nair’s complaint about Airtel Broadband?
She faced a full-day internet outage with false resolution updates from Airtel’s app.
2. What was the Airtel complaint ID?
Complaint ID: 11019472548.
3. What did the Airtel engineer say when contacted?
The engineer claimed he had not received any request and refused service after 8 PM.
4. How many resolution timelines did Airtel commit to falsely?
Multiple from 12:30 PM to 9:30 AM next day, none honored.
5. Can a consumer demand compensation for a broadband outage?
Yes, under the Consumer Protection Act, 2019.
6. What law covers telecom service negligence?
Consumer Protection Act and TRAI guidelines.
7. What is Airtel’s customer care email ID?
121@in.airtel.com
8. How can I file a consumer case against Airtel?
Through https://edaakhil.nic.in
9. What is the first step before filing a case?
Send a written complaint to Airtel and wait 7 days.
10. Can I get a refund for the non-service period?
Yes, consumers are eligible for pro-rated refunds or rent waivers.
11. How to escalate if Airtel doesn’t respond?
Contact the Nodal Officer listed on Airtel’s official website.
12. Can TRAI intervene in broadband complaints?
Yes, via the DoT grievance portal (pgportal.gov.in).
13. What documents are required to prove deficiency in service?
Screenshots, complaint ID, timestamps, and communication records.
14. Is it legal for engineers to deny service after working hours?
No, especially if the complaint was raised and acknowledged earlier.
15. How long does it take to get consumer court relief?
3–6 months for district-level cases.
16. Can Choice4Voice.com help me with the legal notice draft?
Yes, Choice4Voice.com provides pre-drafted notices and legal templates.
17. Are there time limits for telecom dispute filing?
Yes, ideally within two years from the incident date.
18. Can repeated false updates be considered deception?
Yes, it may qualify as misleading communication under law.
19. Does Airtel offer service-level guarantees?
Yes, but compensation policies vary by plan and city.
20. How can I publish my own complaint?
Visit Choice4Voice.com and submit your verified complaint for publication and legal support.
