BSNL India Customer Care: Numbers, Channels, Escalation, and Practical How‑Tos

Overview and what to expect

Bharat Sanchar Nigam Limited (BSNL) is India’s state-owned telecom service provider, incorporated in October 2000. It operates across all 22 telecom circles, offering mobile (2G/4G), landline, DSL broadband, and Bharat Fiber (FTTH) services. BSNL’s customer care network is structured into national helplines, circle-level nodes, online self-service, and in-person Customer Service Centres (CSCs), providing 24×7 reach for critical issues and business-hour support for account and document-heavy requests.

When you contact BSNL, you should receive a complaint or service request “docket number.” Keep this number until the issue is resolved; it’s necessary for follow-ups and escalations. Most voice helplines support Hindi, English, and regional languages, and IVR menus are designed to route you by service type (mobile, landline/FTTH, broadband) and by intent (complaints, billing, activations, SIM/number issues).

Primary helplines and how to use them

BSNL runs standard short codes for quick access and toll‑free long codes for callers from other networks. Calls to short codes like 198 and 150x are free from BSNL numbers. For non-BSNL numbers, use the toll‑free long code where provided. Keep your BSNL number, last recharge/billing amount, and address details ready for faster verification during live-agent sessions.

• 198 — Complaints and Service Faults (24×7; free from BSNL). Use for network issues, no-signal, call drops, data problems, broadband/FTTH outages, and service faults. You will receive a docket number.
• 1503 — BSNL Mobile Helpline (prepaid/postpaid). From other networks: 1800-180-1503 (toll‑free). Use for plan info, recharge help, SIM loss/PUK, VoLTE/IMS queries, value-added services, and billing.
• 1500 — Landline, DSL Broadband, and Bharat Fiber (FTTH) Support. Use for new connection status, shifting, billing queries, and landline/broadband faults if 198 is busy.
• Porting to BSNL (MNP): SMS “PORT <your 10‑digit mobile number>” to 1900 to obtain your UPC; then visit a BSNL CSC or authorized retailer with your UPC and valid KYC ID. Port-in typically completes within 48 hours (same circle) after SIM activation.
• Web and app: www.bsnl.co.in (official), selfcare.bsnl.co.in (account/complaints after registration), bookmyfiber.bsnl.co.in (new FTTH booking). Official X/Twitter: @BSNLCorporate.

Tip: If IVR wait times are high, register the issue via Selfcare (selfcare.bsnl.co.in) in parallel to get a docket immediately. For broadband/FTTH faults, add an alternate contact number so field teams can reach you during network restoration or modem checks.

Digital channels: website, Selfcare, and MyBSNL app

The Selfcare portal (selfcare.bsnl.co.in) is the fastest route to log and track complaints for landline, broadband, and FTTH. After one-time registration and service mapping, you can raise trouble tickets, schedule or track relocations, download bills, and see plan/usage details. Complaint history and docket status are visible in your dashboard, useful for documenting escalations.

The MyBSNL app (available on Google Play and Apple App Store) supports mobile recharges, plan changes, balance/usage checks, and bill payments for multiple BSNL services in one place. For Bharat Fiber, you can view invoices, payment status, and raise service requests. If you cannot access the app, the desktop portals offer near-identical functions; keep your registered mobile number handy for OTP verification.

Escalation ladder and grievance redressal

If your complaint via 198/150x or Selfcare is not resolved to your satisfaction, escalate with your docket number. Step 1 is the Circle Nodal Officer for your service; Step 2 is the Appellate Authority in the same circle. Their contact directories (phone and email) are published under Contact Us > Grievances on www.bsnl.co.in. Escalate when a docket remains unresolved beyond the communicated resolution time or is closed without fixing the issue.

For persistent grievances, you may also approach the Department of Telecommunications (DoT) via the national Public Grievance portal at pgportal.gov.in (choose Department of Telecommunications). Attach your BSNL docket history and any speed tests, outage timestamps, or call logs that substantiate the issue. This external escalation should generally be used after attempting BSNL’s Nodal and Appellate channels.

In-person support at Customer Service Centres (CSCs)

BSNL operates CSCs in district HQs and major towns across all circles for KYC-driven requests and device/SIM-related services. Typical business hours are 10:00–17:30 IST, Monday–Saturday (local holidays apply). Use the Store/CSC locator linked from www.bsnl.co.in to find the nearest center and check hours before visiting.

Walk-in services include new connections (mobile, landline, FTTH), SIM replacement (lost/damaged), ownership change, MNP port-in/out formalities, plan migrations requiring fresh consent, static IP or special service requests, and device checks for DSL/ONT. Bring original and photocopies of a government-issued photo ID (Aadhaar, Passport, DL, Voter ID) and address proof; for corporate connections, carry company authorization on letterhead and valid IDs of the authorized signatory.

Common requests and exact steps

SIM lost or damaged: Immediately call 1503 to block the SIM and prevent misuse. Visit a CSC with your ID for replacement. Standard SIM replacement fees apply as per circle tariff, and the new SIM is typically activated within 30 minutes to 4 hours after KYC verification. If you need a PUK for accidental SIM lock, 1503 can provide it after verification.

Broadband/FTTH down: First, power-cycle the ONT/modem and router (turn off for 30 seconds, then restart). Check LOS/Power indicators on the ONT; a red LOS usually indicates fiber link issues requiring field visit. Log a 198 complaint and note the docket; provide exact outage times and any recent civil work nearby (often the cause of fiber cuts). For chronic speed issues, capture three speed tests (morning/evening/peak hours) over LAN with Wi‑Fi off and share results during follow-up.

Billing dispute (mobile or FTTH): Download the detailed bill from Selfcare or MyBSNL, highlight the disputed items (date/time/amount), and lodge a billing complaint via 1503/1500 or Selfcare. Keep transaction references for online payments. If a refund is due, BSNL typically issues credit adjustment in the next bill cycle; prepaid recharges wrongly charged are evaluated case by case with transaction ID.

Addresses, identifiers, and official references

Corporate office: Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi – 110001. This is not a public walk-in center; for service requests, use CSCs or helplines. Circle offices publish their Nodal Officer and Appellate Authority details on the BSNL website under Contact/Grievances; these are the authoritative escalation endpoints for your region.

Official online properties: www.bsnl.co.in (corporate site), selfcare.bsnl.co.in (customer portal), bookmyfiber.bsnl.co.in (new FTTH booking). Official social handle for announcements and outage updates: X/Twitter @BSNLCorporate. Avoid sharing KYC documents over social media; use official portals or verified circle email IDs only.

What to keep handy for faster resolution

• Your BSNL number(s), customer ID/Account number (for landline/FTTH), and latest bill or recharge reference; ONT/DSL modem make/model and LOS/power light status for FTTH.
• KYC documents: valid photo ID and address proof; for SIM replacement or porting, carry originals. For corporate accounts, authorization letter and GST details if applicable.
• Evidence: timestamps of outages, call drops (with called/calling numbers), speed test screenshots (LAN preferred), payment transaction IDs, and prior docket numbers to streamline escalations.

Use the shortest path for your case: 198 for service faults; 1503 for mobile plan/billing/SIM issues; 1500 for landline/FTTH billing and service queries; Selfcare for logging and tracking. Escalate with the docket if a resolution is delayed or unsatisfactory, and document every interaction for a clean audit trail.