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Submit your complaint →NatWest Group Vice President, Sumit Arya, has reported severe delays and poor customer service from Airtel regarding his broadband shifting request, pending for over 5 days. Despite multiple follow-ups and hours spent with customer care, no action has been taken. Choice4Voice.com investigates this growing issue of delayed broadband service resolutions by Airtel and explains available legal options for affected consumers.
Complaint Summary
| Complainant Name | Sumit Arya |
|---|---|
| Profession | Vice President, NatWest Group |
| Company/Brand | Airtel Broadband |
| Issue Type | Delay in Broadband Shifting / Poor Customer Support |
| Date of Complaint | October 2025 |
| Duration of Delay | Over 5 Days |
| Complaint Source | LinkedIn Public Post |
| Brand Response | None |
| Status | Pending Resolution |
Full Story
Sumit Arya, Vice President at NatWest Group, publicly expressed disappointment with Airtel’s customer care for their inability to resolve a simple broadband shifting request that has been pending for over five days.
Despite continuous follow-ups and long conversations with executives, escalation desks, and floor managers, no resolution has been provided. The customer service experience, according to Mr. Arya, has been nothing short of customer harassment with repeated promises but no actual progress.
He shared that he had to spend 5–6 hours on call yesterday, and over 2 hours today, without any action or clear communication from Airtel’s end. Even after the SLA (Service Level Agreement) period of 48 hours expired, no one from Airtel reached out to close the complaint or provide an update.
Such experiences highlight a recurring concern the declining efficiency of telecom customer support systems, where delays in resolving simple technical requests cause significant inconvenience, especially to working professionals.
“It’s more like customer harassment when one has to be on call for hours without any solution.”
— Sumit Arya, Vice President, NatWest Group
Customer’s Key Concerns
- Delay of more than 5 days in broadband shifting.
- 48-hour SLA breached with no resolution.
- Excessive time spent on calls with customer care and escalation teams.
- Lack of accountability or callback from Airtel’s support team.
- Poor coordination between field and service departments.
Legal Case Can Be Filed
| Type of Legal Action | Applicable Law/Authority | How Choice4Voice.com Can Help |
|---|---|---|
| Deficiency in Service Complaint | Consumer Protection Act, 2019 | Choice4Voice.com helps consumers draft and file verified complaints before the District Consumer Forum for delayed or failed telecom services. |
| Violation of TRAI Consumer Charter | Telecom Regulatory Authority of India (TRAI) | We assist in preparing and submitting formal complaints under TRAI’s Service Quality Regulations. |
| Compensation Claim for Mental Harassment | Civil Law / Consumer Court | Our legal experts help file claims demanding refund and compensation for inconvenience caused. |
How Choice4Voice.com Can Help
At Choice4Voice.com, we stand up for consumers whose complaints go unheard. When a verified complaint is submitted:
- It is reviewed, verified, and published publicly to ensure visibility.
- Our advocacy team contacts the concerned brand for prompt resolution.
- We assist in drafting legal notices, consumer forum complaints, and TRAI petitions.
- Every case is supported with step-by-step filing guidance for legal recourse.
Submit your verified telecom complaint today at Choice4Voice.com to raise your voice effectively.
Step-by-Step Guide to File a Complaint Against Airtel
- Contact Airtel Customer Support:
Dial 121 from your Airtel number or visit the nearest Airtel store to file your grievance. - Send a Written Complaint:
Email your complaint to nodalofficer.[circle]@airtel.com with your Service Request (SR) number and a detailed description of the issue. - Wait 30 Days for Resolution:
If no action is taken within 30 days, escalate your complaint to TRAI or the Consumer Forum. - Approach TRAI or the Appellate Authority:
File through the official TRAI consumer grievance portal — www.trai.gov.in. - Submit to Choice4Voice.com:
We help draft your consumer complaint, prepare legal correspondence, and publish your case for public awareness.
Pre-Drafted Complaint Templates
1. Email to Airtel Grievance Officer
Subject: Urgent – Broadband Shifting Request Pending Beyond SLA Period
Dear Airtel Grievance Officer,
My broadband shifting request has been pending for over 5 days despite multiple follow-ups. The 48-hour SLA provided by your customer care has also lapsed.
Please escalate this immediately and confirm the new shifting schedule. Kindly ensure compensation for the delay under TRAI norms.
Regards,
[Your Full Name]
2. Complaint to TRAI
“I am filing this complaint under TRAI’s Service Quality Regulations for delay and deficiency in broadband service. Airtel has failed to comply with the 48-hour SLA and has not responded to multiple follow-ups. I request TRAI’s intervention to ensure compliance and compensation.”
About Airtel
Bharti Airtel Limited, one of India’s largest telecom and broadband service providers, serves millions of customers nationwide. However, despite its scale and technological advancements, customer dissatisfaction over delays, unresolved tickets, and ineffective grievance redressal continues to be a major concern in the telecom sector.
Author
Sumit Arya is the Vice President at NatWest Group, a leading global banking institution. He raised this verified complaint publicly on LinkedIn, highlighting the inefficiency in Airtel’s broadband service and grievance handling system, emphasizing the urgent need for accountability in India’s telecom sector.
Q&A – Frequently Asked Questions
Q1: How long does Airtel take to process a broadband shifting request?
A: Airtel’s SLA is typically 48 hours, but delays often occur in certain regions.
Q2: What can I do if Airtel fails to meet its SLA?
A: You can demand compensation and escalate the issue to TRAI or the Consumer Forum.
Q3: Can a consumer claim compensation for service delay?
A: Yes, under the Consumer Protection Act, 2019, for mental harassment and service deficiency.
Q4: What are TRAI’s rules regarding service delays?
A: TRAI mandates all operators to provide defined timelines for complaint resolution and refunds.
Q5: How to escalate an Airtel broadband issue?
A: Email Airtel’s nodal officer or file on the TRAI grievance portal.
Q6: Can Airtel disconnect service during a pending request?
A: No, until the issue is resolved, disconnection without consent is not allowed.
Q7: What proof should I keep while filing a complaint?
A: Keep call logs, complaint IDs, email records, and SLA references.
Q8: Does TRAI handle individual complaints?
A: TRAI directs complaints through Telecom Ombudsman or Appellate Authorities.
Q9: Can Choice4Voice.com help with telecom complaints?
A: Yes, we help verify, publish, and escalate telecom-related complaints effectively.
Q10: How to find Airtel’s regional grievance email?
A: Visit https://www.airtel.in/complaints for contact details per circle.
Q11: What law covers telecom consumer disputes?
A: Consumer Protection Act, 2019 and TRAI Regulations, 2007.
Q12: How long should I wait before going to consumer court?
A: If unresolved after 30 days of complaint filing.
Q13: Is compensation guaranteed?
A: It depends on the case; however, consumer forums often award compensation for proven negligence.
Q14: What details are required in the complaint?
A: Account number, service ID, complaint number, and issue summary.
Q15: Can I continue using my broadband during the dispute?
A: Yes, your service should remain active until shifting is completed.
Q16: How to avoid similar delays in future?
A: Always get a written acknowledgment and SLA confirmation before raising requests.
Q17: Does Airtel refund for unused days during shifting delay?
A: Consumers can demand a pro-rata refund under TRAI’s service norms.
Q18: Can Choice4Voice.com assist in filing with TRAI?
A: Yes, we provide draft assistance and advocacy escalation support.
Q19: Can I share my telecom complaint publicly?
A: Yes, verified complaints can be published on Choice4Voice.com for awareness.
Q20: What if Airtel doesn’t respond even after escalation?
A: File a case in District Consumer Forum for compensation and service restoration.
✅ If your broadband request or telecom complaint remains unresolved, raise your verified case on Choice4Voice.com — we help you get the visibility and legal support you deserve.
