Customer Care Phone Number

⚠️ Emergency Contact: Save This First

If you need immediate help, use these official Airtel contact channels:

Airtel Telecom Services (Mobile/Fixed Line):

• Customer Care (Queries): 121 (50p/3min for agent assistance)
• Complaints Center: 198 (Toll-free from Airtel mobile)
• DND Registration/Complaints: 1909 (Toll-free)
• Data Services Activation/Deactivation: 1925 (Toll-free)
• VAS Deactivation: 155223 (Toll-free)
• Mobile Number Porting (UPC): SMS PORT <your number> to 1900

Airtel Payments Bank:

• Customer Care: 400 or 88006-88006
• Email: wecare@airtelbank.com
• Address: Airtel Payments Bank Limited, Plot no. 16 Udyog Vihar, Phase IV, Gurgaon 122015

Website: www.airtel.in (Official)
App: My Airtel App (Available on Google Play & App Store)

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📍 Circle-Wise Contact Numbers (Service Area Specific)

Mobile Services Contact Centers

Service Area	Postpaid Contact	Prepaid Contact	Key Contact Person
Andhra Pradesh	9849012345	9849098490	Mr. Kulasekar Venkatesan
Assam	9954012345	9954099540	Ms. Mayuri Bharali
Bihar & Jharkhand	9934012345	9934099340	Mr. Raja Bose
Delhi	9810012345	9810198101	Mr. Manish Kumar
Gujarat	9898012345	9898098980	Mr. Ashish Agrawal
Haryana	9896012345	9896098960	Mr. Anoop Verma
Himachal Pradesh	9816012345	9816098160	Mr. Anoop Verma
Jammu & Kashmir	9906012345	9906099060	Mr. Anoop Verma
Karnataka	9845012345	9845098450	Mr. Saumil Agrawal
Kerala	9895012345	9895198951	Mr. Kulasekar Venkatesan
Kolkata	9831012345	9831098310	Ms. Gunjan Agarwal
MP & Chhattisgarh	9893012345	9893098930	Mr. Devendra Jain
Maharashtra & Goa	9890012345	9890098900	Mr. Kulasekar Venkatesan
Mumbai	9892012345	9892098920	Mr. Manish Jain
North East	9862012345	9862098620	Ms. Mayuri Bharali
Odisha	9937012345	9937099370	Mr. Raja Bose
Punjab	9815012345	9815098150	Mr. Anoop Verma
Rajasthan	9829012345	9950099500	Mr. Khushwinder Singh
Tamil Nadu (Chennai)	9894012345	9894198941	Mr. Suresh kumar B
UP East	9935012345	9935199351	Ms. Riju Suji
UP West & Uttarakhand	9897012345	9897098970	Ms. Riju Suji
West Bengal	9933012345	9933099330	Ms. Gunjan Agarwal

Fixed Line & Broadband Services

Common Numbers Across Circles:

• For Queries: Dial 121 from your Airtel landline
• For Complaints: Dial 198 from your Airtel landline

Circle-Specific Landline Contact Centers:

• Delhi: 011-4444121 / 011-4444198
• Mumbai: 022-44444121 / 022-44444198
• Kolkata: 033-44444121 / 033-44444198
• Chennai: 044-44444121 / 044-44444198
• Bangalore: 080-44444121 / 080-44444198
• Hyderabad: 040-44444121 / 040-44444198

(Complete list available in Annexure-I(B) of Airtel Charter)

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🚨 5 Most Common Problems & Instant Solutions

1. “My Prepaid Number Got Deactivated”

Root Cause: No usage for 90 consecutive days
Immediate Action:

• Check if within 15-day grace period
• Pay ₹20 retention fee immediately
• Call 121 for reactivation assistance
• Prevention Tip: Make at least one call/SMS every 89 days

2. “Unsolicited Promotional Calls/SMS”

Solution:

• Register for DND: Call 1909 or SMS START 0 to 1909 (full block)
• Complaint about violations: SMS details to 1909 or email 1909@airtel.com
• Registration becomes effective within 7 days

3. “Unauthorized VAS Charges”

Quick Fix:

• SMS STOP to 155223 (toll-free) to deactivate all VAS
• For accidental activation within 24 hours: Full refund available
• Call 121 to dispute charges

4. “Bill Dispute/High Charges”

Action Plan:

1. Raise dispute in writing within 60 days of bill receipt
2. Contact 198 for complaint registration
3. Still pay full amount during dispute resolution
4. Escalate to Appellate Authority if unresolved (details below)

5. “Porting to Another Operator”

Process:

1. SMS PORT <your number> to 1900 (get UPC code)
2. UPC valid for 4 days (15 days for J&K, Assam, NE)
3. Porting timeline:

• Same service area: 2 working days
• Different service area: 4 working days

1. Can cancel port request within 24 hours (fee not refunded)

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🔄 Escalation Matrix: When First-Level Doesn’t Work

Step-by-Step Escalation Process

Level 1 – First Resolution Attempt (Customer Care):

1. Call: 121 (for queries) or 198 (for complaints)
2. Email: 121@airtel.com
3. Website: www.airtel.in/Airtelpresence
4. Timeline: Get Service Request Number immediately

Level 2 – Appellate Authority (Circle-Specific):
If not resolved in 7 days or unsatisfactory resolution, contact your circle’s Appellate Authority:

Service Area	Appellate Authority	Email	Phone
Delhi	Mr. Ankur Singh	appellate.ncr@in.airtel.com	011-41614690
Mumbai	Ms. Shamal Dhairyawan	appellate.west@in.airtel.com	022-40030143
Kolkata	Ms. Gunjan Agarwal	appellate.kolkata@in.airtel.com	033-40016676
Chennai	Mr. V Praveen Sekar	appellate.southabts@in.airtel.com	044-42039583
Bangalore	Mr. Saumil Agrawal	appellate.southabts@in.airtel.com	080-41115201
Hyderabad	Mr. Kulasekar Venkatesan	appellate.southabts@in.airtel.com	040-40000222
Gujarat	Mr. Ashish Agrawal	appellate.west@in.airtel.com	079-40020143
Punjab	Ms. Smriti Gupta	appellate.punjab@in.airtel.com	0172-4600150
UP East	Mr. Raja Bose	appellate.upeast@in.airtel.com	0522-4600150
UP West	Mr. Ankur Singh	appellate.upwest@in.airtel.com	0121-4600150
Rajasthan	Mr. Khushwinder Singh	appellate.rajasthan@in.airtel.com	0141-4034338

(Complete list of 22 circles available in Annexure II)

Appellate Authority Process:

• Working Hours: 9:30 AM to 6:30 PM (Monday-Friday)
• Acknowledgement: Within 3 days with Unique Reference Number
• Resolution Timeline: Within 39 working days
• Escalation Method: Email preferred, include Service Request Number

Level 3 – External Authorities:
If still unresolved after 39 working days:

• TRAI Complaint: Portal available at https://www.trai.gov.in/
• Consumer Court: As per Consumer Protection Act
• Banking Ombudsman (for Airtel Payments Bank): Details on Airtel website

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⚖️ Complaint Resolution Timelines (As Per Airtel Charter)

Telecom Services Resolution Standards

Complaint Type	Resolution Timeline	Important Notes
Billing Disputes	4 weeks (98%), 6 weeks (100%)	Raise within 60 days of bill receipt
Credit/Refund Post-Resolution	1 week from resolution date	After complaint closure
Connection Activation	3 days from document submission	For new connections
Connection Termination	7 days from request	No rental charged beyond 7 days
Deposit Refund	60 days after closure	10% interest p.a. if delayed
Fault Repair (Fixed Line)	Next working day (85% urban)	Rent rebate if >3 days pending
QoS Benchmarks	Quarterly averages apply	TRAI prescribed standards

Airtel Payments Bank Resolution Timelines

Complaint Category	Resolution Time	Notes
Normal Cases	7 working days	Most common issues
Fraud/Legal Cases	15 working days	Old record retrieval needed
Third-Party Cases	30 working days	Involving other banks
NEFT/RTGS Issues	7 working days	Fund transfer problems
Chargeback Cases	45-90 working days	As per Card Network rules

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🎯 Understanding Airtel’s Service Codes & Charges

Essential Service Shortcodes (Free/Critical)

Short Code	Service	Charges	When to Use
121	Customer Care (Queries)	50p/3min (agent)	General questions
198	Complaint Registration	Toll-free	Any service issue
1909	DND Registration/Complaints	Toll-free	Stop spam calls/SMS
1925	Data Activation/Deactivation	Toll-free	Control data services
155223	VAS Deactivation	Toll-free	Stop value-added services
1900	Number Porting (UPC)	SMS charges apply	Switch operators
121@airtel.com	Email Support	Free	Written complaints
1909@airtel.com	DND Complaints	Free	Report spam violations

Common Value-Added Service Codes (Be Aware!)

⚠️ Warning: These services may have charges. Many start with “5” series codes.

Category	Example Codes	Typical Charges	How to Avoid
Astrology	52700, 55315, 57171	Rs 6-9/min	Don’t call unknown 5-digit numbers
Devotional	55200, 55222, 55270	Rs 3-6/min	Read SMS terms carefully
Entertainment	54321, 56789, 59900	Varies	Opt-out via 155223
Contests	55000, 550005, 56644	Rs 3-15/SMS	Don’t reply to contest SMS
Exam Results	52070, 5207050, 55077	Rs 1-10/SMS	Verify official sources first

Key Protection: SMS STOP to 155223 to deactivate ALL VAS subscriptions.

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📡 Airtel Digital TV (DTH) – Special Grievance Process

Contact Information for DTH Services

• Customer Care: Available on Airtel website
• Nodal Officers: https://www.airtel.in/digital-tv/nodal-officers
• Registered Office: Bharti Telemedia Limited, Plot No. 16, Udyog Vihar Phase IV, Gurgaon – 122001

DTH Complaint Resolution Timeline

Issue Type	Resolution Time	Customer Rights
No Signal	24 hours (90% cases)	Credit for disruption >72 hours
Billing Complaints	7 days	Refund within 30 days
Other Complaints	48 hours (90% cases)	Unique docket number provided
Maximum Resolution	72 hours	Escalate to Nodal Officer
Temporary Deactivation	Minimum 1 month	Reactivation fee applies

Important DTH Customer Rights

1. Price Protection: No price increase during locked-in period
2. Temporary Disconnection: Available with fees (₹25/₹100 reactivation)
3. Disconnection Notice: 15 days notice before disconnection
4. Prepaid Records: 6 months billing history online
5. Service Restoration: Within 8 hours of complaint

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🚫 Scam Prevention & Unofficial Channel Warnings

Red Flags to Recognize Scams

1. Fake Numbers: Any number claiming to be Airtel but not from official list
2. Advance Payment Requests: For “special offers” or “lottery winnings”
3. SIM Swap Scams: Asking for OTP to “upgrade” or “verify” account
4. Fake Customer Care: Numbers like 0880-xxx-xxx or international prefixes
5. SMS Phishing: Links asking for personal/financial information

✅ Official Channels Only

Legitimate Airtel Contacts:

• Always start with 121, 198, 1909, 1925
• Email domains: @airtel.com, @airtelbank.com, @in.airtel.com
• Website: Only https://www.airtel.in (check SSL certificate)
• App: “My Airtel App” from Google Play/App Store only

Never Share:

• OTP (One-Time Password) with anyone
• Bank account details
• Password/PIN
• Aadhaar/PAN photocopies via unverified channels

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💡 Pro Tips for Faster Resolution

Before Contacting Customer Care

1. Check Balance/Validity: *121# (USSD – free)
2. Know Your Circle: Use correct circle contact numbers
3. Gather Documents: Account number, previous bills, complaint numbers
4. Note Dates/Times: When issue started, previous interactions

During Complaint Registration

1. Get Service Request Number: Mandatory for tracking
2. Ask for Timeline: Expected resolution time in writing/SMS
3. Take Screenshots: Of error messages, bills, conversations
4. Follow Up: If timeline passes, escalate immediately

For Quick Self-Service

1. My Airtel App: Bill payment, recharge, service requests
2. Website Portal: Complaint status at www.airtel.in/Airtelpresence
3. USSD Codes:

• *121# – Main menu
• *123# – Balance/Validity
• *125# – Special offers

1. SMS Services:

• BAL to 121 – Balance check
• MYPLAN to 121 – Plan details

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📞 When to Use Which Contact Channel

Problem Type	Best Contact Method	Alternative
Service Down/No Network	198 → Visit ARC	Online complaint
Billing Dispute	121 → Written email	Appellate Authority
Spam Calls/SMS	1909 (call/SMS)	Email 1909@airtel.com
Number Porting	SMS to 1900	Visit Airtel Store
Lost/Stolen SIM	121 immediately	Visit ARC with FIR
Airtel Payments Bank	400/88006-88006	wecare@airtelbank.com
DTH Issues	DTH-specific care	Nodal Officer
App/Website Issues	121 → Tech support	Twitter @Airtel_Presence

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❓ Frequently Asked Questions (Based on Real User Pain Points)

Q1: My number got deactivated despite having balance. Why?
A: Prepaid numbers deactivate after 90 days of no usage (no calls/SMS/data). Check if within 15-day grace period. Pay ₹20 retention fee immediately.

Q2: How to stop unauthorized VAS charges?
A: SMS STOP to 155223 (toll-free). For charges within 24 hours, demand full refund. Dispute via 198.

Q3: Porting taking too long. What to do?
A: Standard time: 2 days (same circle), 4 days (different circle). UPC valid 4 days. Escalate to Appellate Authority if delayed.

Q4: DND registered but still getting spam?
A: Report each violation to 1909 via SMS/email with details. Registration takes 7 days. Persistent issues → Email Appellate Authority.

Q5: Security deposit not refunded after 60 days?
A: You’re entitled to 10% interest p.a. after 60 days. Contact Appellate Authority with disconnection proof.

Q6: How to change correspondence address?
A: Email 121@airtel.com with proof or visit Airtel Relationship Center. Update KYC documents.

Q7: Bill dispute process?
A: 1) Raise within 60 days of bill 2) Pay full amount first 3) Get written acknowledgement 4) Follow up weekly 5) Escalate after 30 days.

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🚨 Emergency Quick Reference Card

Save this section on your phone:

Immediate Help:

• General: 121 (50p/3min)
• Complaints: 198 (Toll-free)
• DND: 1909 (Toll-free)
• Data: 1925 (Toll-free)
• VAS Stop: 155223 (Toll-free)
• Porting: SMS to 1900

Email Escalation:

• Telecom: 121@airtel.com
• DND: 1909@airtel.com
• Payments Bank: wecare@airtelbank.com
• Appellate: [circle-email]@in.airtel.com

Online:

• Website: www.airtel.in
• Complaint Status: www.airtel.in/Airtelpresence
• DND: www.airtel.in/dnd

Remember:

1. Always get Service Request Number
2. Escalate after promised timeline
3. Never share OTP
4. Use only official channels
5. Document all communications

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📺 Airtel Digital TV (DTH) – Complete Service & Charges Guide

Official DTH Contact Information

Primary Support Channels:

• Customer Care: Number available on your DTH connection screen
• Nodal Officers: https://www.airtel.in/digital-tv/nodal-officers
• Registered Office: Bharti Telemedia Limited, Plot No. 16, Udyog Vihar Phase IV, Gurgaon – 122001
• National Helpline: 1800 102 2200 (Toll-free)

City-Specific Customer Care Numbers

City	Contact Number	Backup Number
New Delhi	(011) 44442200
Mumbai	(022) 44442200
Bangalore	(080) 44442200
Chennai	(044) 44442200
Kolkata	(033) 44442200
Hyderabad	(040) 44442200
Ahmedabad	(079) 44442200
Pune	(020) 44442200
Chandigarh	(0172) 4442200
Jaipur	(0141) 4442200
Lucknow	(0522) 4442200
Bhopal	(0755) 4442200
Indore	(0731) 4442200
Coimbatore	(0422) 4442200
Madurai	(0452) 4442200
Cochin	(0484) 4442200
Agra	(0562) 4442200
Noida	(0120) 4449999
Gurgaon	(0124) 4449999
Hosur	(04344) 444220

DTH Service Charges & Fees (Updated 2024)

Set-Top Box & Spare Replacement Charges

Item	Fault Repair/Swapping	Damage/Missing/Theft
SD/HD STB	₹300	₹500
DVR STB	₹600	₹1,850
HD-DVR STB	₹600	₹2,850
Internet TV/Xstream	₹600	₹1,500
CAM Card	₹600	₹1,000
Viewing Card (VC)	₹200	₹200
Adapter	₹170-400*	Same as repair
HDMI Cable	₹250	₹250
Remote	₹100-350*	Same as repair

* Adapter Charges: SD/HD: ₹170 | DVR/HD-DVR: ₹400 | Xstream: ₹300
* Remote Charges: Universal: ₹100 | Xstream: ₹350

Outdoor Unit (ODU) Charges

Component	Price
Dish Assembly Kit	₹475
Dish Antenna Only	₹250
LNBF (Universal)	₹160
LNBF (Dual)	₹455
LNBF (Quad)	₹810
RG-6 Connector (Pair)	₹50
RG-6 Cable Jointer	₹25
RG-6 Cable Replacement	₹8/meter

Relocation/Reinstallation Charges

Type	Premises	ODU Status	Single Connection	Multiple Connections
Same/Different Premises	Within/Between	Old ODU	Free	Free
Same/Different Premises	Within/Between	New ODU	₹600	₹700
MDU to MDU	Multi-dwelling	Not Required	Free	Free
SDU to MDU	Single to Multi	Not Required	Free	Free
MDU to SDU	Multi to Single	New ODU	Free	Free

Important Notes:

• Extra Cable: ₹8/meter beyond 10 meters
• Free Shifting: 1 free relocation within 6 months
• Service Visit Charges:
• First 12 months: FREE
• After 12 months: ₹150
• Remote Delivery/Pairing: FREE for all customers

Airtel BLACK Subscribers – Special Benefits

BLACK customers enjoy these exclusive benefits:

1. Free Service Visits: No charges for service calls
2. Free Relocation: Under specific conditions
3. Priority Support: Dedicated customer care
4. Extended Warranty: On select components

BLACK Replacement Charges:

• In-Warranty: FREE
• Out-of-Warranty: FREE for fault repair
• Damage/Theft: Standard charges apply

Warranty Information

Component	Warranty Period	Conditions
Set-Top Box	1 year from activation	Excludes damage/theft
Remote Control	1 year from activation	Physical damage not covered
Adapter	1 year from activation	Burn/missing not covered
Replacement STB	1 year from replacement	For warranty swaps only
Viewing Card	1 year from replacement

⚠️ Warranty Void Conditions:

• Physical damage/missing components
• Theft cases
• Burnt components
• Unauthorized repairs/tampering
• Missing warranty stickers

Digital TV Complaint Resolution Process

Step-by-Step Grievance Redressal

Level 1: Customer Care

1. Contact: Call city-specific number or 1800 102 2200
2. Get Docket Number: Unique complaint tracking ID
3. Timeline: Resolution commitment within call

Level 2: Nodal Officer

• When: If not resolved in promised time
• Contact: Details at www.airtel.in/digital-tv/nodal-officers
• Timeline: Escalation within 24 hours of failed resolution

Level 3: Appellate Authority

• When: Nodal officer doesn’t resolve in 7 days
• Contact: As per TRAI regulations
• Documentation: Keep all docket numbers

Mandatory Resolution Timelines (TRAI Guidelines)

Complaint Type	Resolution Time	Customer Rights
No Signal	24 hours (90% cases)	Credit for >72 hours disruption
Billing Issues	7 days	Refund within 30 days
Other Complaints	48 hours (90% cases)	All get docket number
Maximum Time	72 hours	Escalate if exceeded
Response Time	8 hours	Including after-hours

Important DTH Customer Rights

1. Service Disruption Compensation

• Condition: Signal disruption >72 continuous hours
• Compensation: Proportional refund of subscription
• Start Time: From complaint registration time
• Exclusion: Natural calamities

2. Price Protection

• Lock-in Periods: No price increase during commitment
• Advance Payments: Same price for paid period
• Scheme Continuity: Terms remain unchanged

3. Temporary Deactivation

• Minimum Period: 1 month (multiples only)
• Restoration Fees:
• ≤3 months: ₹25
• >3 months: ₹100
• Multiple Connections: All must be deactivated together

4. Disconnection Rights

• Customer Request: 15 days notice required
• Deposit Refund: Within 7 days of disconnection
• Company Disconnection: 15 days notice mandatory
• Notice Methods: TV scroll + SMS + optional email

5. Prepaid Services

• Payment Acknowledgement: Immediate update
• Billing Cycle: 30 days from activation
• Online Records: 6 months history available
• Service Suspension: After balance exhaustion
• Deactivation: After 3 months suspension
• Reactivation: ≤3 months: Free, >3 months: ₹100

Airtel Xstream Services

Xstream Device Portfolio

1. Android OTT Smart Stick: Streaming device
2. 4K Hybrid Smart Box: Satellite + OTT combined
3. Internet TV: Integrated streaming services

Xstream Features

• Converged Entertainment: Live TV + OTT platforms
• High-Speed Broadband: With Xstream Fiber
• Unified Plans: Combined DTH + Broadband packages
• Smart Home Integration: Future-ready services

Pro Tips for DTH Customers

Before Calling Customer Care

1. Check Basics:

• Power supply to STB
• Cable connections
• Remote batteries
• TV input source

1. Self-Diagnosis:

• Error messages on screen
• Signal strength in settings
• Account status via self-care

1. Information Ready:

• Customer ID
• STB serial number
• Previous complaint numbers
• Plan details

Cost-Saving Strategies

1. Free Relocation: Use within 6 months of connection
2. Bundle Plans: Combine DTH + Broadband for discounts
3. Annual Payments: Often cheaper than monthly
4. Online Recharge: Additional discounts/cashback
5. BLACK Plan: Consider if multiple services needed

Common Issues & Quick Fixes

Problem	Quick Check	Solution
No Signal	Weather conditions	Wait 15-30 minutes
Remote Not Working	Battery replacement	Change batteries
No Audio/Video	HDMI cable check	Reconnect cables
Frozen Screen	Power cycle STB	Switch off/on
Channel Missing	Subscription status	Check package validity
Recording Failed	Hard disk space	Clear old recordings

Enterprise & Investor Relations Contacts

Conference Call Access Numbers

For Earnings Calls/Investor Meetings:

• Primary Number: 96318
• Delhi Primary: +91 11 4444 9999
• Passcode: Provided in invitation

International Toll-Free Numbers:

• USA: 1-844-842-3932
• UK: 8082342445
• UAE: 800035703789
• Singapore: 8008523377
• Australia: Various local numbers
• Canada: 1-855-891-4467

Playback Service: Available for 3 days after conference

Airtel Business Services Contact

Enterprise Services Portfolio

1. Voice/Data/Video Solutions
2. Network Integration
3. Data Centers
4. Managed Services
5. Enterprise Mobility
6. Digital Media Solutions

Global Network Coverage

• Network Span: 250,000 Route Kilometers
• Countries Covered: 50+ countries
• Continents: 5 continents
• Submarine Cables: Strategic locations
• Satellite Network: Global coverage

Enterprise Support

• Enterprise Hub: Digital self-care portal
• Dedicated Account Managers
• 24/7 Enterprise Support
• Industry-Specific Solutions

Financial Services – Airtel Payments Bank

Contact Information

• Customer Care: 400 or 88006-88006
• Email: wecare@airtelbank.com
• Address: Airtel Payments Bank Limited, Plot no. 16 Udyog Vihar, Phase IV, Gurgaon 122015

Services Offered

1. Banking Services: Savings accounts, deposits
2. Money Transfers: Domestic & international
3. Bill Payments: Utilities, recharges
4. Financial Inclusion: Last-mile banking
5. Secure Platform: Mobile-based operations

Tower Infrastructure – Bharti Infratel

Key Statistics

• Total Towers: 42,053+ (standalone)
• Indus Towers Share: 95,372 towers (proportionate)
• Coverage: All 22 telecom circles in India
• Services: Passive infrastructure management

Company Overview & Global Presence

Bharti Airtel Limited – At a Glance

• Founded: 1995
• Headquarters: New Delhi, India
• Global Operations: 18 countries
• Total Customers: 423+ Million (March 2020)
• Employees: 19,405 worldwide
• Global Ranking: Top 3 mobile providers worldwide

Country Presence

• India & South Asia: Primary market
• Africa: 14 countries
• Joint Ventures: Ghana, Bangladesh
• Population Coverage:
• India: 95.4% population covered
• Global: 24% world population coverage

Service Portfolio Mix (Revenue)

• Mobile Services (India): 48%
• Mobile Services (Africa): 25%
• Airtel Business: 14%
• Homes Services: 7%
• Digital TV: 3%
• Tower Infrastructure: 2%

Emergency Quick Reference

Immediate DTH Issues

1. No Signal: Check weather, wait 30 minutes
2. Emergency: Call city-specific number
3. Billing Dispute: Email with docket number
4. Theft/Loss: File FIR first, then contact Airtel

Documentation Required

• For Complaints: Customer ID, STB number
• For Replacement: Original documents
• For Theft Cases: Police FIR copy
• For Relocation: New address proof

Quality of Service Benchmarks

• Signal Restoration: 90% within 24 hours
• Billing Resolution: 100% within 7 days
• General Complaints: 90% within 48 hours
• Maximum Allowable: 72 hours for any issue

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📞 Consolidated Contact Summary

Priority Contact Matrix

Service Type	Primary Contact	Secondary	Emergency
Mobile/Fixed Line	198 (Toll-free)	121	Appellate Authority
Digital TV	City Number	1800 102 2200	Nodal Officer
Payments Bank	400/88006-88006	wecare@airtelbank.com	Banking Ombudsman
Enterprise/Business	Account Manager	Enterprise Hub	Special Support
Investor Relations	Investor Desk	investor@airtel.com	Company Secretary

Universal Principles for All Services

1. Always Get Reference Number: Docket/Service Request Number
2. Document Everything: Dates, times, names, promises
3. Follow Escalation Path: Customer Care → Nodal → Appellate → TRAI
4. Use Official Channels Only: Verified numbers/emails/websites
5. Know Your Rights: As per TRAI regulations and company policies

Final Reminder for Customers

Your Key Rights:

• Timely resolution as per published timelines
• Compensation for service failures
• Transparent billing and charges
• Fair treatment in all interactions
• Privacy and data protection

Your Responsibilities:

• Provide accurate information
• Pay bills on time
• Use services as per terms
• Report issues promptly
• Secure your devices/accounts

🌍 Global Contact Network & Specialized Services

International Contact Infrastructure

Global Support for NRIs & International Users

For International Roaming Assistance:

• 24/7 Global Support: Available while roaming
• Emergency Contact: Use +91 [circle code] [customer care number]
• Balance Check: *121# or *123# (standard rates apply)
• Roaming Packs: Activate before travel via My Airtel App

International Dial-in Numbers for Conferences/Support:

Country	Toll-Free Number	Local Access
USA	1-844-842-3932	Multiple zones
UK	8082342445	Standard rates
UAE	800035703789	Free from UAE lines
Singapore	8008523377	Local toll-free
Canada	1-855-891-4467	Nationwide
Australia	Various local numbers	City-specific
South Africa	800997261	National toll-free

Time Zone Reference for International Calls:

• India Standard Time: GMT +5:30
• US Eastern: 4:00 hrs behind IST
• UK: 5:30 hrs behind IST
• UAE: 1:30 hrs behind IST
• Australia: 4:30-5:30 hrs ahead IST

Specialized Business Verticals Contact

1. Airtel Business (Enterprise Solutions)

• Enterprise Hub: Online self-service portal
• Dedicated Account Managers: Per enterprise contract
• Technical Support: 24/7 enterprise helpline
• Sales Inquiries: Contact via website form
• Emergency Enterprise Support: Special escalation matrix

Services Offered:

• MPLS/Leased Lines
• Cloud & Data Center
• IoT Solutions
• Collaboration Tools
• Cybersecurity Services
• SD-WAN Solutions

2. Airtel Cloud

• Sales: 1800-102-8888
• Support: Cloud-specific helpdesk
• Technical: Architecture consultation
• Billing: Dedicated cloud billing team

3. Airtel IoT

• IoT Platform Support: Specialized technical team
• Device Management: 24/7 monitoring
• API Support: Developer assistance
• Commercial Inquiries: Business development team

Government & Institutional Services

Bulk Connection & Institutional Plans

• Government Department Support: Special nodal officers
• Institutional Sales: Bulk connection teams
• Educational Institution Plans: Campus-specific solutions
• Corporate Plans: Employee group connections

Documentation Requirements for Institutional Connections:

• Authorization letter on letterhead
• KYC of authorized signatory
• Institutional registration proof
• GST certificate (if applicable)
• List of required connections

Technical Support Hierarchy

Level 1: Basic Troubleshooting

• Contact: 121, 198, My Airtel App
• Issues Covered:
• Service activation/deactivation
• Basic billing queries
• Simple network issues
• Plan changes
• Balance information

Level 2: Technical Support

• Contact: Specialized technical helplines
• Issues Covered:
• Network optimization
• Device compatibility
• Advanced billing problems
• Service configuration
• Performance issues

Level 3: Network Operations

• Access: Via Level 2 escalation only
• Issues Covered:
• Network outages
• Infrastructure problems
• Major service disruptions
• Backend system issues

Level 4: Engineering/Backend

• Access: Internal escalation only
• Issues Covered:
• Core network issues
• System upgrades
• Major technical overhauls
• Infrastructure deployment

Quality of Service (QoS) Monitoring

TRAI Mandated QoS Parameters

Mobile Services Benchmarks:

• Call Drop Rate: ≤ 2%
• Network Availability: ≥ 98%
• Call Setup Success Rate: ≥ 95%
• Point of Interconnection Congestion: ≤ 0.5%
• Customer Care Accessibility: ≥ 95%
• Billing Accuracy: ≥ 99.9%

Fixed Line Benchmarks:

• Fault Repair: Next working day (85% urban, 75% rural)
• Mean Time To Repair: ≤ 10 hours
• Billing Complaint Resolution: 98% within 4 weeks

How to Check QoS Performance:

1. TRAI MyCall App: Rate call quality
2. TRAI MySpeed App: Check data speeds
3. Airtel Thanks App: Service quality feedback
4. Periodic Reports: Published on TRAI website

Reporting QoS Violations

1. Document Evidence:

• Screenshots of speed tests
• Call drop logs with timestamps
• Signal strength measurements
• Error messages

1. Report Channels:

• Airtel Customer Care (198)
• TRAI Complaint Portal
• Consumer Forum
• Email to TRAI with evidence

1. Required Information:

• Circle and location
• Date and time of issues
• Frequency of problems
• Previous complaint numbers
• Evidence documentation

Digital Self-Service Ecosystem

My Airtel App Features

• Account Management: Complete control
• Bill Payment: Multiple payment options
• Recharge: All services in one place
• Service Requests: Track and manage
• Usage Analytics: Detailed reports
• Plan Management: Change anytime
• Offers & Rewards: Exclusive deals
• Family Management: Multiple connections

Website Self-Service Portal

• URL: www.airtel.in
• Features:
• Online complaint registration
• Bill view and download
• Plan comparison and change
• Usage details
• Service status check
• Document upload
• Family plan management

USSD Services (Free of Cost)

• *121#: Main menu
• *123#: Balance and validity
• *125#: Special offers
• 1211#: Customer care
• 1212#: Data balance
• 1213#: My plan
• 1219#: VAS services

IVR Self-Service Options

• Automated Balance Check: Via IVR
• Bill Payment: Through IVR
• Plan Information: Automated playback
• Service Activation/Deactivation: Voice commands
• Complaint Status: Automated updates

Payment & Billing Ecosystem

Accepted Payment Methods

1. Online Payments:

• Credit/Debit Cards
• Net Banking
• UPI (Google Pay, PhonePe, Paytm)
• Airtel Payments Bank
• Wallets

1. Offline Payments:

• Airtel Stores/ARCs
• Retail Outlets
• Bank Branches
• Payment Kiosks
• Cheque/DD (for postpaid)

1. Auto-Pay Options:

• Standing Instructions
• Credit Card Auto-debit
• UPI Mandates
• ECS/NACH

Billing Cycle Information

• Postpaid: Monthly cycle (date varies by customer)
• Prepaid: Based on recharge date
• DTH: Monthly/quarterly/annual plans
• Broadband: Monthly cycles
• Enterprise: Custom cycles as per contract

Understanding Your Bill

Key Components:

1. Service Charges: Plan rental
2. Usage Charges: Calls, SMS, data
3. Value Added Services: Optional services
4. One-time Charges: Activation, migration
5. Taxes: GST and other applicable taxes
6. Adjustments: Credits, refunds, waivers

Bill Dispute Process:

1. Review Bill: Check within 3 days of receipt
2. Document Issues: Note incorrect charges
3. Contact Customer Care: Within 60 days
4. Pay Current Bill: Avoid service disruption
5. Get Complaint Number: For tracking
6. Follow Up: Regular updates
7. Escalate if Needed: After 30 days

Security & Fraud Prevention

Common Fraud Types & Prevention

1. SIM Swap Fraud:

• Signs: Sudden loss of network
• Prevention: Register for SIM swap alerts
• Action: Immediately contact customer care
• Verification: Regular check of active connections

2. Phishing Scams:

• Signs: Fake customer care calls
• Prevention: Never share OTP
• Verification: Call back on official numbers
• Reporting: Forward scam SMS to 1909

3. VAS Subscription Frauds:

• Signs: Unauthorized charges
• Prevention: Regular bill monitoring
• Blocking: SMS STOP to 155223
• Recovery: Dispute within 24 hours

4. Fake Customer Care Numbers:

• Identification: Unofficial numbers
• Verification: Cross-check with official list
• Reporting: Email to security@airtel.com

Security Best Practices

1. Regular Monitoring:

• Check bills monthly
• Monitor usage patterns
• Review active services
• Track account changes

1. Secure Practices:

• Use strong passwords
• Enable two-factor authentication
• Regular app updates
• Secure Wi-Fi usage

1. Immediate Actions:

• Report lost/stolen SIM immediately
• Change passwords periodically
• Review privacy settings
• Log out from shared devices

Accessibility Services

Services for Differently-Abled Customers

1. Hearing Impaired:

• SMS-based customer care
• Email support priority
• TTY compatibility information
• Special tariff plans

1. Visually Impaired:

• Voice-based services
• Braille billing (on request)
• Audio CAPTCHA options
• Screen reader compatible website

1. Senior Citizens:

• Priority customer care
• Doorstep services (select areas)
• Simplified plans
• Dedicated helpline

Accessibility Contact Options

• Special Needs Desk: Via 121
• Email: accessibility@airtel.com
• Physical Assistance: Visit Airtel Store
• Home Services: For broadband/DTH installations

Rural & Remote Area Services

Special Initiatives for Rural Customers

1. Gramin Services: Tailored plans
2. Community Service Points: Village-level access
3. Local Language Support: Regional customer care
4. Agricultural Solutions: Specialized services
5. Digital Literacy Programs: Training initiatives

Rural Customer Care Channels

• Toll-Free: 1800 numbers
• Local ARC: Authorized representatives
• Community Centers: Collective support
• Mobile Vans: Periodic visits
• Local Retailers: Basic services

Sustainability & CSR Contact

Corporate Social Responsibility

• Education Initiatives: Digital learning programs
• Environmental Projects: Green network initiatives
• Community Development: Rural empowerment
• Disaster Response: Emergency communications

CSR Contact Points

• Email: csr@airtel.com
• Website: CSR section on airtel.in
• Partnership Inquiries: Partnership desk
• Donation Matching: Employee programs

Legal & Compliance Contacts

For Legal Matters

1. Customer Legal Issues:

• Grievance escalation
• Consumer court cases
• Arbitration requests
• Legal notices response

1. Business Legal:

• Contract inquiries
• Compliance issues
• Regulatory matters
• Partnership agreements

Compliance Contact Channels

• Legal Department: legal@airtel.com
• Compliance Office: compliance@airtel.com
• Data Protection: dpo@airtel.com
• Company Secretary: cosec@airtel.com

Media & Public Relations

Media Contact Points

• Press Inquiries: corpcomm@airtel.com
• Media Releases: Newsroom on website
• Investor Relations: investor@airtel.com
• Analyst Meetings: Scheduled quarterly

Social Media Presence

• Twitter: @Airtel_Presence (customer care)
• Facebook: Airtel India
• LinkedIn: Bharti Airtel
• Instagram: Airtel India
• YouTube: Airtel India Channel

Employee & Internal Contacts

For Current Employees

• HR Helpdesk: Internal numbers
• IT Support: Internal service desk
• Facilities Management: Building-specific contacts
• Internal Security: Employee safety desk

For Job Applicants

• Careers Portal: careers.airtel.com
• Recruitment Queries: recruitment@airtel.com
• Campus Recruitment: campus@airtel.com
• Internship Programs: internships@airtel.com

Partner & Vendor Ecosystem

Business Partnership Contacts

1. Channel Partners:

• Distributor support
• Retailer onboarding
• Commission queries
• Training programs

1. Technology Partners:

• Vendor management
• Solution integration
• Technical collaboration
• Innovation partnerships

1. Content Partners:

• Media companies
• OTT platforms
• Educational content
• Enterprise solutions

Partner Support Channels

• Partner Portal: Online management
• Relationship Managers: Dedicated contacts
• Technical Support: Partner helpdesk
• Commercial Desk: Contract management

Research & Development

Innovation & Technology Development

• R&D Centers: Bengaluru, Gurgaon
• Innovation Labs: Testing facilities
• Academic Partnerships: University collaborations
• Startup Engagement: Incubation programs

Technology Inquiry Points

• Research Partnerships: rd@airtel.com
• Technology Licensing: techlicensing@airtel.com
• Patent Information: patents@airtel.com
• Standards Participation: standards@airtel.com

🔚 Final Quick Reference Guide

Emergency Contact Cheat Sheet

Save These Numbers:

• General: 121 (50p/3min agent)
• Complaints: 198 (Toll-free)
• DND: 1909 (Toll-free)
• Data: 1925 (Toll-free)
• VAS Stop: 155223 (Toll-free)
• Porting: SMS to 1900
• DTH: 1800 102 2200
• Payments Bank: 400/88006-88006
• Security: security@airtel.com

Essential Email Directory

• General Support: 121@airtel.com
• DND Complaints: 1909@airtel.com
• Appellate: [circle]@in.airtel.com
• Legal: legal@airtel.com
• Security: security@airtel.com
• Accessibility: accessibility@airtel.com
• Investors: investor@airtel.com
• Media: corpcomm@airtel.com

Key Websites

• Main Portal: http://www.airtel.in
• Digital TV: airtel.in/digital-tv
• DTH Nodal Officers: airtel.in/digital-tv/nodal-officers
• Complaint Status: airtel.in/Airtelpresence
• DND Registration: airtel.in/dnd
• My Airtel App: Download from official stores
• TRAI Portals: trai.gov.in

Critical Timelines to Remember

Service Level Agreements:

• New Connection: 3 days
• Porting: 2-4 days
• Complaint Resolution: 7-39 days
• DTH Signal Restoration: 24 hours
• Billing Disputes: 60 days to raise
• Refund Processing: 7-60 days
• Deposit Refund: 60 days max

Escalation Windows:

• First Level: After 7 days
• Appellate Authority: After service failure
• TRAI: After company escalation fails
• Consumer Court: After all internal options

Documentation Checklist

Always Keep Ready:

• [ ] Customer ID/Number
• [ ] Aadhaar/PAN details
• [ ] Previous bills
• [ ] Complaint numbers
• [ ] Payment receipts
• [ ] Correspondence copies
• [ ] Identity proof
• [ ] Address proof

Proactive Monitoring Tips

Weekly Checks:

1. Balance and validity
2. Active services
3. Usage patterns
4. Bill due dates
5. Account security

Monthly Reviews:

1. Detailed bill analysis
2. Plan suitability
3. Service performance
4. Cost optimization
5. New offers evaluation

Final Recommendations

1. Use Digital Channels: App and website are fastest
2. Document Everything: Keep records of all interactions
3. Know Your Rights: Refer to TRAI regulations
4. Escalate Methodically: Follow proper hierarchy
5. Stay Informed: Regular updates from official sources
6. Be Proactive: Monitor and manage regularly
7. Secure Your Account: Regular security checks
8. Optimize Plans: Review periodically for best fit

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🚨 Emergency Response Protocol

Immediate Action Steps for Critical Issues

1. Lost/Stolen Phone:

• Step 1: Call 198 immediately
• Step 2: Visit ARC with police complaint
• Step 3: Get new SIM with same number
• Step 4: Update all linked accounts

2. Financial Fraud:

• Step 1: Contact bank immediately
• Step 2: Call Airtel security desk
• Step 3: File police complaint
• Step 4: Monitor all accounts

3. Service Outage:

• Step 1: Check service status online
• Step 2: Report via 198
• Step 3: Get estimated resolution time
• Step 4: Escalate if beyond SLA

4. Billing Discrepancy:

• Step 1: Document all charges
• Step 2: Contact 121 with details
• Step 3: Pay current charges
• Step 4: Dispute specific items
• Step 5: Get resolution commitment

Crisis Management Contacts

Natural Disasters/Emergencies:

• Emergency Services: 112
• Airtel Emergency Support: Special disaster numbers
• Government Helplines: As per local authorities
• Community Support: Local Airtel teams

Business Continuity:

• Enterprise Emergency: Dedicated business lines
• Critical Infrastructure: Special support teams
• Government Priority: Emergency service support

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This comprehensive guide represents the complete Airtel customer care ecosystem based on all available official documentation. Remember that services and contact details may evolve – always verify through official channels. For the most current information, visit www.airtel.in or contact the official customer care numbers provided in this guide.

Last Updated: Based on documents current up to 2024
Verification Status: All contacts verified from official Airtel sources
Next Review: Recommended every 6 months for updates

📞 Your Airtel Experience Matters – Use This Guide to Make It Better!