BSNL Customer Care: Complete, Practical Guide for Quick Resolutions

Official helpline numbers and when to use them

Bharat Sanchar Nigam Limited (BSNL), incorporated in 2000, provides fixed-line, broadband/FTTH, and mobile services across all 22 telecom circles in India. BSNL operates a multi-tier customer care system with toll-free IVR lines, digital channels, and in-person Customer Service Centers (CSCs). Every interaction should generate a unique docket or complaint ID via SMS—always save this for follow-up and escalation.

When you call from a BSNL number, short codes connect you directly; when you call from another operator’s number, use the alternate 1800 numbers. Support is typically available 24×7 on core helplines with IVR in English, Hindi, and the local circle language. Keep your phone number, customer ID (landline/FTTH), last recharge or bill details, and an email address ready so the agent can quickly validate your account.

• BSNL Mobile Customer Care: 1503 (from BSNL) or 1800-180-1503 (from other networks); for prepaid/postpaid queries, SIM loss, billing, value-added services.
• Complaint/Service Requests (Mobile): 198 (toll-free, 24×7). Use for network, billing, data, and service-related complaints. You will receive a complaint docket by SMS.
• Landline/FTTH Faults & Billing: 1500 (from BSNL). Many circles also publish 1800-345-1500 for calls from non-BSNL lines.
• Broadband/FTTH Helpdesk: 1504 (from BSNL). In several circles, alternate toll-free is 1800-345-1504.
• DND/UCC (Spam Calls/SMS): 1909 (IVR/SMS). Send SMS “START 0” to 1909 to activate full DND; use 1909 to report unsolicited commercial communication.
• New SIM Tele-Verification: 1507 (from BSNL). Use after new activation or SIM replacement to complete KYC/tele-verification.

Number mappings can differ slightly by circle. If a short code does not connect in your area, check the circle-specific “Contact Us” page at https://www.bsnl.co.in or on your circle’s microsite. For enterprise and leased line accounts, refer to the enterprise support contact listed on your agreement or on the BSNL Enterprise section of the website.

Digital support that actually works

Selfcare Portal: Register at https://selfcare.bsnl.co.in using your mobile number or email and link your services (mobile, landline, DSL, FTTH). You can raise and track trouble tickets, view and download bills, change plans (where permitted), update email/phone, request shifting, and check service status. The portal shows your docket history with timestamps, which is invaluable for documenting issues and proving escalation timelines.

MyBSNL App: Available on Google Play and the Apple App Store, the app supports instant prepaid recharges, postpaid bill payment, data add-ons, complaint registration, and ticket tracking. Enable notifications so you receive real-time updates on complaint status and expected resolution times. For FTTH and broadband, you can often see login/PPP session status and usage summaries that help agents isolate problems faster.

Social Support: BSNL’s corporate handle on X is https://twitter.com/BSNLCorporate. Many circles operate their own handles; tagging the corporate handle along with your circle can speed visibility. For privacy, share your phone/FTTH ID and docket number via direct message only—never post OTPs, card details, or Aadhaar numbers publicly. For Selfcare portal access issues, use the help option on the portal itself; if prompted for email support, follow the email shown on your circle’s “Contact Us” page.

Escalation matrix and response timelines

Always start with a formal complaint via 198/1500/1504/1503 or the Selfcare/MyBSNL channels and obtain a docket ID with an expected resolution time. If the issue is not resolved by the promised time (often visible in the SMS confirmation or in your Selfcare dashboard), escalate immediately with reference to the same docket ID. Maintaining a single case thread helps BSNL correlate logs and dispatches.

• Level 1: Register complaint via 198 (mobile) or 1500/1504 (landline/FTTH). Note the docket ID, date/time, and promised resolution window.
• Level 2: If unresolved after the due time, contact your Circle’s Nodal Officer. Find circle-wise Nodal contacts via https://www.bsnl.co.in (Contact Us → Escalation/Nodal). Provide your docket ID, evidence (speed tests, ONT/router LEDs, call drops with locations/timestamps), and prior interactions.
• Level 3: Appellate Authority of the circle (details on the same page). File an appeal with all prior docket IDs and the Nodal Officer reference. Keep copies of bills, CAF number (for fixed line), and any outage SMS/notifications.
• External escalation: If still unresolved, use the Government of India CPGRAMS portal at https://pgportal.gov.in (choose Department of Telecommunications and BSNL). Attach your docket and appeal references. Note that TRAI does not handle individual complaints; it sets regulations and QoS benchmarks.

Tip: Ask agents to add precise field notes (e.g., “FTTH LOS red; cable damaged outside premises; needs jointing”) so the correct team is dispatched. For mobile coverage issues, provide GPS location (latitude/longitude) and times of call drops for RF teams to analyze. Keep all SMS and email correspondence until closure.

Visiting a BSNL Customer Service Center (CSC)

Some requests work best in person: SIM replacement (lost/damaged), KYC updates, ownership transfers, number surrender, static IP requests, or corporate account changes. Bring original and photocopies of your Proof of Identity and Proof of Address, a passport-size photo (if requested), the last bill or payment receipt, and the Customer Application Form (CAF) number if available. For corporate accounts, carry an authorization letter on company letterhead with ID of the authorized signatory.

Find your nearest CSC via https://www.bsnl.co.in → Contact Us → Customer Service Centers (circle-wise). Typical hours are Monday–Saturday, around 10:00 to 18:00, but timings vary by location and may differ on public/second Saturday holidays. Many CSCs accept UPI, cards, and online payments via a dedicated counter. The corporate headquarters address is: Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi – 110001. For field work (line shifting, drop wire, ONT replacement), ensure the job sheet/work order number is written on your receipt.

If your FTTH was provisioned through a Local Cable Operator/Telecom Infrastructure Partner (LCO/TIP), the LCO’s contact is often printed on your bill or ONT sticker. Report fiber breaks or ONT issues to both the LCO and BSNL (via 1504/Selfcare) so the ticket is visible in BSNL’s system for SLA tracking.

Practical diagnostics to speed up support (Mobile, Broadband, FTTH)

FTTH/Bharat Fiber: Check ONT LEDs—Power (solid), PON (solid green indicates link OK), LOS (red blinking indicates fiber break). If LOS is red, avoid moving the fiber patch cord; report immediately. Reboot the ONT/router (power off for 30–60 seconds) and re-test. Run two speed tests (e.g., using a wired laptop) to different servers and note the time, server name, and results; attach screenshots in Selfcare. If PPPoE credentials are used, verify the username format (often your FTTH ID) and that no concurrent sessions are active.

DSL Broadband: Ensure DSL/Link LED is steady; if it blinks or drops, check that microfilters/splitters are correctly installed on every phone line. Try the modem directly at the primary socket. In the router status page (commonly http://192.168.1.1), note SNR Margin and Line Attenuation—very low SNR or attenuation above roughly 50–55 dB can cause instability; share these readings in your ticket.

Mobile Data/Voice: Confirm APN is set to “bsnlnet” for internet access. Toggle Airplane mode for 20 seconds to refresh registration, and try manual selection of BSNL in Network Operators. For balance and pack details, USSD like *123# (commonly used on BSNL) can help; for porting, SMS “PORT <10-digit-number>” to 1900 to obtain a UPC. If calls drop in specific locations, record the exact address or GPS coordinates and times; a simple log like “2025-08-26, 19:40–19:55, 3 call drops indoor, 1 bar 3G” speeds RF troubleshooting.

Payments, documents, and security hygiene

Use only official payment channels: MyBSNL app or the Payments/Recharge section on https://www.bsnl.co.in. Avoid third-party links sent over SMS/WhatsApp unless you initiated the session from BSNL’s own site/app. Genuine agents will never ask for your OTP, UPI PIN, or full card details over the phone.

Always verify any collection or visit: ask the field staff to quote your docket ID and show a BSNL/LCO ID card. For refunds or balance adjustments, insist on a written ticket entry with the exact amount and expected credit cycle (e.g., next invoice). Keep your CAF number and installation work order handy; they are often requested for billing disputes or plan migration issues.