Airtel India Customer Care: A Complete, Practical Guide

Essential ways to contact Airtel customer care

Airtel provides multiple official support channels. From an Airtel mobile, dial 121 for general assistance (IVR with option to speak to an advisor) and 198 to register service complaints; 198 is toll‑free as per TRAI’s complaint redressal framework. For Do Not Disturb (DND) registration or changes, use 1909 (toll‑free; IVR and SMS). These short codes work pan‑India across Airtel circles.

Digital support is often fastest. Use the Airtel Thanks app (Android/iOS) to raise and track service requests (SRs), run remote diagnostics for Xstream Fiber, refresh DTH, and manage KYC. Web support is available at https://www.airtel.in/support. For real‑time social support, contact the official handle @Airtel_Presence on X (Twitter). You can also visit an Airtel store; locate one near you at https://www.airtel.in/store.

• From Airtel mobile: 121 (assistance), 198 (complaints, toll‑free), 1909 (DND, toll‑free)
• Regulatory portability (all operators): SMS “PORT ” to 1900
• Self‑service USSD: *121# (account/menu) and *123# (main balance; commonly supported)
• Web and app: https://www.airtel.in/support and the Airtel Thanks app (SR raise/track, payments, KYC)
• Social care: @Airtel_Presence on X (Twitter); include your SR/docket number via DM for privacy

What to expect during a support interaction

Every complaint or request logged via 198, 121 (advisor), the Thanks app, or the web portal generates a unique Service Request or “docket” number. Save this number; it is essential for tracking, follow‑ups, and escalations. You will typically receive an SMS or in‑app notification with the SR and a promised resolution date/time.

IVR is available 24×7. Live advisor availability can vary by circle, but core helplines and fault ticketing for mobile, Xstream Fiber, and DTH operate round‑the‑clock for outage issues. Non‑fault queries (billing/plan changes) are usually handled during extended business hours. Network and service outages are prioritized; device or in‑premise issues (e.g., fiber router power) may require you to complete guided troubleshooting before a field visit is scheduled.

Escalations and the TRAI‑mandated appellate process

If your issue is not resolved on time or the resolution is unsatisfactory, escalate with your existing docket number. Airtel follows the Telecom Consumers Complaint Redressal Regulations, 2012 (as amended), which require a two‑tier system: Customer Care (including 198) and the Appellate Authority. Use the original SR/docket number to avoid duplication and to preserve timelines.

Step 1: Re‑open or reference your SR via the Thanks app or web support, and request escalation to the circle’s Nodal team. Step 2: If still unresolved, file an appeal with the Appellate Authority for your circle through the “Complaints” or “Escalations/Appellate” section at https://www.airtel.in/support (look for “Appeal” or “Appellate Authority”). Provide the docket number, a concise problem summary, dates/times, and any supporting screenshots/bills. You should receive an appellate docket and a written decision within the timelines published on the portal.

Keep records: note call timestamps, advisors’ names (if given), test results (e.g., speed tests for broadband), and photographs (e.g., ONT LEDs). This documentation can materially speed up escalations and is often requested by appellate officers.

In‑store support, KYC, and official addresses

Walk‑in stores handle SIM replacement (loss/upgrade to eSIM), prepaid/postpaid migrations, DTH hardware issues, and Airtel Payments Bank services. Bring original government‑issued ID for KYC—Aadhaar, Passport, Voter ID, or equivalent as per Department of Telecommunications (DoT) KYC norms. For corporate or bulk accounts, carry authorization on company letterhead and an ID of the authorized signatory.

Store services and fees can vary by circle as per published tariffs and DoT guidelines. For example, SIM swap/replacement typically requires KYC re‑verification and may incur a nominal charge as per circle policy. Use the store locator at https://www.airtel.in/store to confirm timings and facilities. Corporate Office (Bharti Airtel Limited): Bharti Crescent, 1, Nelson Mandela Road, Vasant Kunj, Phase II, New Delhi 110070, India.

Service‑specific guidance: mobile, fiber, DTH, and Payments Bank

Mobile services: For network/data issues, test the SIM in another phone and capture the exact location/time (GPS or PIN code), signal type (4G/5G), and error messages. Use the Thanks app’s network diagnosis tool and raise a complaint with logs; mention whether the problem is indoor/outdoor and persistent/intermittent. For billing/plan queries, attach bill PDFs or recharge screenshots. For DND or spam, configure preferences through 1909 (e.g., SMS START 0 to 1909 to block all categories; or START 1–7 for specific categories as per TRAI).

Xstream Fiber (broadband): Check your ONT/Router LEDs—power, LOS (optical), and LAN/Wi‑Fi. A steady red LOS generally indicates a line issue requiring a field visit; power-cycle the ONT (wait 30 seconds) before logging a fault. Capture speed test results (e.g., wired test to the ONT at different times) and the plan speed (e.g., 100/200/300/1,000 Mbps) in the SR. Relocation, plan changes, and static IPs (if available in your circle) can be requested via the Thanks app; charges are displayed before confirmation.

Airtel Digital TV (DTH): For “Channel not available / Error” messages, ensure account is active (check in the app), verify dish line‑of‑sight (no new obstructions), and use the app to send a “refresh” to the set‑top box after any pack change. Note the STB ID and error code in your complaint. If cabling/LNB alignment is suspected, the ticket will schedule a technician visit with standard visit charges disclosed upfront.

Airtel Payments Bank: For wallet/bank queries, raise tickets via the Thanks app or call 400 from your Airtel number; from other numbers, 8800688006 is commonly published for APB support. For disputed transactions, report within the stipulated RBI/PNB timelines shown in‑app; include the transaction ID, date/time, and screenshots. KYC upgrades or biometric re‑KYC can be done at select stores and banking points listed in the app.

Fast‑resolution checklist and regulatory short codes

Most delays occur due to missing diagnostics or unclear problem statements. Provide precise symptoms, locations, timestamps, and account identifiers. Use the Thanks app to attach logs and photos wherever possible—this routes your ticket to the correct team (radio/core network, last‑mile fiber, DTH field ops, or billing) and reduces back‑and‑forth.

• Before calling: reboot device/ONT/STB, test alternate device/port, and record error codes/speeds
• When logging: quote your mobile/DSL/DTH ID, plan, location (PIN + landmark), and timing pattern
• Numbers you’ll actually use: 121 (assistance), 198 (complaints, toll‑free), 1909 (DND), 1900 (MNP SMS), 400/8800688006 (Airtel Payments Bank), @Airtel_Presence (social care)
• Keep the SR/docket number; escalate via the app/web if the promised date passes without fix
• For spam/unsolicited calls: configure DND via 1909; report persistent violators via 198 with call details

Context: Airtel serves over 350 million mobile subscribers in India and operates nationwide across 22 telecom circles. Customer care processes follow TRAI and DoT regulations; official channels listed above remain the most reliable path to a documented, trackable resolution. When in doubt, start in the Airtel Thanks app, capture your SR number, and work upward through the escalation ladder.