Bharti Airtel Broadband Customer Care: Complete, Expert Guide

When and how to contact Airtel broadband support

Airtel Xstream Fiber (Bharti Airtel’s fixed-line broadband) provides multiple 24×7 support options for installation, outages, speed issues, billing, moving connections, and account changes. The fastest way to reach support is through the Airtel Thanks app, where you can raise and track service requests (SRs), run guided diagnostics, and schedule technician visits without calling.

Phone support is also available round-the-clock via Airtel’s IVR with live agent handoff for technical and billing issues. Social care via X (formerly Twitter) and web chat can be effective for follow-ups or when you need a paper trail. For in-person KYC, plan changes, or device swaps, visit an Airtel Store; most stores operate roughly 10:00–20:00, seven days a week (hours vary by location).

Official contact channels and numbers

• Airtel Thanks app: Install from airtel.in/thanks-app. Tap Help & Support > Xstream Fiber to raise a ticket, run line tests, and book a technician. SRs created here include timestamps and expected resolution dates.
• Phone (Airtel number): Dial 121 for general broadband help or 198 to lodge a complaint. Both are standard Airtel care short codes; 198 routes directly to complaints as per TRAI norms.
• Phone (any number, city helplines): Airtel operates city-wise helplines that typically follow the format [city STD]-44444121. Examples: Delhi 011-44444121, Mumbai 022-44444121, Chennai 044-44444121, Kolkata 033-44444121, Bengaluru 080-44444121, Hyderabad 040-44444121, Pune 020-44444121. Check the Airtel Thanks app or airtel.in/support for the latest number in your circle.
• Web support and live chat: https://www.airtel.in/support/ (choose Broadband/Xstream Fiber). You can authenticate with your Airtel ID to see open SRs and bills.
• Social care: X handle @Airtel_Presence. Share your Xstream Fiber account/landline number and SR ID in DM only. Typical response times are 15–60 minutes during business hours.
• Store locator: https://www.airtel.in/store — find the nearest company-owned or franchise store for KYC, plan changes, and device-related support.
• Corporate office (for formal correspondence only): Bharti Airtel Limited, Airtel Centre, Plot No. 16, Udyog Vihar, Phase IV, Gurugram – 122015, Haryana, India. Website: https://www.airtel.in

What information to keep handy

Have your Xstream Fiber account number or landline (fixed-line) number, the registered mobile number (RMN), and your service address ready. You’ll find these on your e-bill in the Airtel Thanks app (Bills > Broadband) or in the email/SMS sent after activation. The SR ID from any prior interaction significantly speeds up follow-ups.

For technical issues, note your router/ONT model (printed on the device), LED status (PON/LOS/Internet), the exact time of failure, and whether the issue affects wired (LAN) and/or Wi‑Fi devices. If your issue is speed-related, collect one LAN speed test screenshot (from a gigabit-capable laptop) and one Wi‑Fi test, including timestamp and server, so the agent can triage RF vs. last-mile problems efficiently.

Typical service levels, charges, and plan details relevant to care

New fiber installations in metro circles are typically completed within 24–48 hours once building permission is available; non-metro deployments can take 2–5 business days depending on fiber readiness. Fault restoration for last-mile fiber cuts is often same-day in cities; complex feeder breaks or permission-related issues may take longer. You’ll see the expected resolution date/time inside your SR in the app.

Plan catalogues vary by circle, but commonly offered speeds include 100 Mbps (often around ₹799/month), 200 Mbps (around ₹999/month), 300 Mbps (around ₹1,499/month), and 1 Gbps (around ₹3,999/month). GST at 18% applies to telecom services. One-time installation charges may apply (commonly around ₹1,000–₹1,500), frequently waived on advance rentals (3/6/12 months). “Unlimited” plans are generally subject to fair usage policies; check your exact FUP in the app—once reached, speeds may be shaped for the remainder of the billing cycle.

Troubleshooting before you call

• Check ONT/Router LEDs: PON should be solid green; LOS blinking red indicates an upstream fiber issue. If LOS is red, report the outage—local reboot won’t fix a broken fiber.
• Power-cycle correctly: Turn off ONT/router for 60 seconds, then power on ONT first; wait for PON to stabilize, then power on the Wi‑Fi router if separate. Many ONTs combine both.
• Test via LAN: Connect a laptop via CAT6 cable to the ONT/router. Disable VPNs and run a speed test (e.g., speedtest.net) to a nearby server. Expect up to ~90–95% of plan speed due to protocol overhead on a clean link.
• Isolate Wi‑Fi variables: Move to 5 GHz SSID, channel width 80 MHz where supported, and keep the router in the open. Older 2.4 GHz clients often cap at 30–70 Mbps due to interference.
• Check account status: In the Airtel Thanks app, verify bill status, FUP usage, and any active outage banner for your area. If FUP is reached, consider a top-up or plan change.
• Record diagnostics: Note timestamp, ping/jitter, download/upload, traceroute if packet loss is visible. Capture screenshots—these help Tier‑2 teams expedite fixes.

Billing, moving, and account changes

Billing is monthly with pro‑rata charges applied on plan changes mid‑cycle. Invoices are generated on your bill date and are payable online via the Airtel Thanks app or web portal. GST at 18% is itemized on invoices. If you keep a payment instrument on file (e.g., autopay), verify charge dates to avoid service disruption; failed autopay attempts typically trigger an SMS and a grace window before suspension.

For relocation, raise a “Shift Connection” request in the app at least 3–5 days in advance. Airtel will check feasibility at the new address; if fiber is available, shifting within the same city is usually completed within 24–72 hours. If feasibility is negative, request disconnection and final settlement—unbilled usage and any device/non-return fees (if applicable) will be adjusted on the final bill. Keep the technician handover receipt for any equipment returns.

Escalations and regulatory path

If your SR is not resolved by the promised date/time or you are dissatisfied with the outcome, escalate. First, reply on the existing SR inside the Airtel Thanks app or call 198 (complaints) referencing your SR ID. Ask for a clear revised ETA and the reason code (e.g., “local outage,” “feeder break,” “building permission”).

Next, approach the Nodal Officer for your circle if the issue remains unresolved. Nodal contacts and email/web forms are listed under Support > Contact Us > Nodal/Appellate on airtel.in/support. When escalating, include SR ID, dates, troubleshooting done, and proof (screenshots). If still unresolved after the nodal stage or you remain dissatisfied, you can appeal to the Appellate Authority for your circle—do this once the initial resolution window has passed; appeals are ordinarily accepted within 30–90 days of your first complaint. Keep all correspondence and SR IDs for a clear audit trail.

Practical tips to get faster resolutions

Always raise issues from the registered mobile number and keep one device connected to power and the ONT during the troubleshooting window so remote line tests can succeed. If you report intermittent drops, provide at least two timestamps an hour apart; this allows backend teams to correlate with port logs and area events.

For chronic Wi‑Fi coverage problems, ask for a mesh-capable setup or add Airtel-backed mesh nodes; they may be billed separately but are often the most effective fix for multi-room apartments. For small businesses, consider static IP or business plans via Airtel Business for prioritized SLAs; engage through the same channels initially, and you will be routed to the appropriate team.