Airtel Broadband Customer Care Numbers: The Practical, Up-to-Date Guide

The primary Airtel broadband customer care numbers

If you are an existing Airtel Xstream Fiber (broadband/FTTH) or Airtel landline customer in India, the quickest way to reach support is the short code 121 from your Airtel mobile or Airtel landline. This routes you to the IVR; select the broadband/landline path to reach technical support, plan changes, billing queries, or relocation. Keep your registered mobile number (RMN) handy, as you will typically receive an OTP on that number to authenticate.

For complaints and service requests (new or unresolved), you can also call 198 from your Airtel number. This is the TRAI-mandated complaints helpline used by major telcos in India. Use 198 when you need to record a formal complaint or check the status of an existing Service Request (SR). Note that 198 and 121 work best when dialed from an Airtel SIM or Airtel landline linked to the broadband account.

If you need to call from a non-Airtel number or you are outside your home circle, use the circle-specific contact numbers listed on Airtel’s official “Contact Us” page. Go to https://www.airtel.in/support/contact-us and select your state/circle and service (broadband/landline) to view the correct number for your location. This page is the authoritative source if a universal toll-free number changes or if your circle has a unique hotline.

When to call vs. use the Airtel Thanks app or web portal

Call 121 when you have a service outage (LOS light red/blinking on the ONT), sudden speed drops, frequent disconnections, voice dial-tone issues on landline, or if you must schedule an urgent engineer visit. Calling is also useful when the app shows “Unable to fetch account” or you cannot verify your RMN via OTP.

Use the Airtel Thanks app for non-urgent actions such as plan upgrades, add-on packs, relocation requests, static IP requests (where available), bill downloads, or to track service requests. The app usually displays live outage advisories, estimated restoration times, and your SR status without waiting on the IVR. You can also raise tickets via the Airtel website: log in at https://www.airtel.in with your RMN or broadband account credentials to manage your connection, update KYC, and schedule visits.

Get through the IVR quickly: a menu path that usually works

IVR menus change occasionally by circle, but the following pattern typically gets you to a broadband agent faster. If the menu differs, choose the closest options to broadband/landline and “technical issue” or “speak to an agent.”

• Dial 121 from your Airtel number → choose your language
• Press 1 for existing customers → Press 2 for broadband/landline
• Press 1 for technical issues (speed/no connectivity) or Press 2 for billing/plan
• When prompted, confirm your broadband/landline account → Press 9 (or “talk to an executive”) to reach an agent

Have your Service Request (SR) ID ready if you are calling about an ongoing issue. SR IDs are generated when you raise a ticket in the app, on the web, via 198, or during a previous 121 call. Referencing the SR helps the agent pull your diagnostics and appointment history without repeating troubleshooting steps.

Escalations and the official grievance path

If a fault is not resolved by the “expected resolution time” shown in the Airtel Thanks app or communicated by SMS/IVR, or if you receive a closure message without a fix, escalate. First, call 121 or 198 and reference your SR ID to reopen or escalate the case. Ask the agent to note any missed appointments or repeated faults (for example, multiple LOS incidents in a week).

For a formal escalation beyond frontline support, go to https://www.airtel.in/support/contact-us and look for the nodal/appellate contact section for your circle. Airtel provides circle-wise Nodal Officer and Appellate Authority details (phone and email) as per regulatory requirements. Share your SR ID(s), dates/times of outages, screenshots from the app, and speed test evidence. If you switch circles (relocation), escalate in the active circle where the service is installed.

Keep all communication on record (SMS, emails, SR IDs). If you are requesting a bill adjustment or waiver due to prolonged outages, state exact dates, total downtime hours, and any missed engineer visits. This documentation improves the likelihood of a fair resolution during the nodal/appellate review.

What details and diagnostics to keep ready before you call

Note your broadband account identifiers: registered mobile number, Airtel landline (STD code + number) if applicable, and customer ID as shown in the Airtel Thanks app or on your bill. For fiber users, record your ONT/Router model (e.g., Nokia, Huawei, Sercomm) and the status of indicator lights: Power (on), LOS (off or blinking red during fiber cut), PON/Internet (steady green when registered), LAN/WLAN (active if local devices connected). Agents may ask you to reboot the ONT and router and confirm light patterns again.

Run at least two speed tests over Ethernet (not Wi‑Fi) to rule out Wi‑Fi congestion. Use popular tools like speedtest.net (pick a nearby Airtel server) and fast.com, and record download/upload Mbps, ping (ms), and test times. If the issue occurs at specific times (e.g., 8–10 PM), keep a short log with timestamps and symptoms (packet loss, buffering, high latency). This evidence helps support quickly classify the problem (local Wi‑Fi vs. last-mile vs. upstream) and dispatch the right team.

Visiting an Airtel Store for broadband issues

If calling is inconvenient or you prefer face-to-face assistance, use the store locator at https://www.airtel.in/store/ to find the nearest Airtel Store and view timings. Bring a government-issued photo ID and your registered mobile number. Store staff can raise or escalate SRs, update KYC, swap faulty power adapters (stock permitting), and guide relocations or plan changes.

For hardware replacements like ONT or router swaps, most field actions are scheduled via an engineer visit rather than done at the store. If you already have an SR, show the SR ID and any appointment SMS so staff can prioritize the case or rebook missed slots. Store hours vary by city and mall policies; typical operating windows are late morning to evening, with reduced hours on some holidays.

Charges, visit policies, and bill adjustments

Network faults outside your premises (e.g., local fiber cut, PoP issues) are generally fixed without on-site charges. If the issue is within your premises—damaged inside wiring, user-caused router/ONT damage, or extra in-home cabling—a visit or material fee may apply. The Airtel Thanks app usually shows any applicable visit charges before you confirm an appointment; review and consent on that screen. Keep your payment confirmations for reimbursement discussions.

For prolonged outages, you may request a waiver or bill adjustment by referencing SR IDs and downtime logs. Decisions are case-based and depend on outage cause and duration; ask the agent to note “waiver requested” in the SR and to share the reference number for that request. If a promised appointment is missed without notice, mention it during your follow-up or escalation—missed visits are relevant for goodwill credits in many cases.

Quick reference

• Airtel customer care (from Airtel numbers): 121
• Airtel complaints helpline (from Airtel numbers): 198
• Official contact and circle-wise numbers: https://www.airtel.in/support/contact-us
• Store locator (walk-in support): https://www.airtel.in/store/
• Airtel Thanks app: iOS App Store and Google Play (search “Airtel Thanks”)
• Social support on X (Twitter): @Airtel_Presence (verify current handle on airtel.in)

Tip: Always note your SR ID, promised resolution date/time, and any visit charges shown before booking. This makes follow-ups, escalations, and waiver requests straightforward and faster to resolve.