BSNL India Customer Care Number: An Expert, Practical Guide

The correct BSNL customer care numbers (what to dial and when)

BSNL offers different short codes and toll-free numbers depending on the service you use (mobile vs. landline/FTTH) and whether you are calling from a BSNL number or another operator. The most universally useful lines are below, with plain-English guidance on what each one actually handles. All 1800 numbers listed are toll-free from any network in India.

Note that IVR menus and language options can vary slightly by circle. If a menu changes, stay on the line for the “customer care executive” option; you will still be routed to the right desk after a brief verification of your number and service type.

• 1503 (from BSNL) or 1800-180-1503 (from any network): BSNL Mobile customer care (prepaid and postpaid). Use for SIM, recharge, tariff plan, pack details, VoLTE/4G settings, billing disputes, roaming, PUK, SIM replacement guidance, and complaint registration.
• 1500 (from BSNL landline/FTTH) or 1800-345-1500 (from any network): Landline, Bharat Fiber (FTTH), and DSL broadband support. Use for fault booking (no dial tone, low speed), shifting, plan change, billing/address updates, and new connection follow-ups.
• 198 (toll-free, pan-India): Mobile service complaints and service activation/deactivation issues as per DoT norms. Use if a service request via 1503 hasn’t been resolved or to directly register a grievance for calls/SMS/data problems.
• 197 (chargeable as per circle tariff): Directory enquiry. Use to obtain BSNL subscriber telephone numbers; charges vary by circle and plan.
• 1909 (toll-free, pan-India): National DND (Do Not Disturb) registration and unsolicited commercial communication complaints.
• 155223 (toll-free, pan-India): Value Added Service (VAS) deactivation helpline, mandated by DoT. Use if you see unwanted VAS deductions.

How to navigate the IVR and reach the right team faster

From a BSNL mobile, dial 1503 and choose your preferred language. Typical menu branches include prepaid, postpaid, complaint/issue registration, billing, and roaming. If menu wording differs in your circle, proceed to “complaints” or press the option to speak to an agent; the back-end CRM identifies your number and routes you to the appropriate support queue. Keep your last recharge date and amount handy if you are asking for account-level checks.

For landline, FTTH, or DSL broadband, dial 1500 from your BSNL line. The IVR will usually ask for your 10-digit landline number with STD code (for example, 011-2xxxxxxx) or your FTTH account/Service ID (often printed on the bill). Choose “fault booking” for downtime/slow speed, “billing” for charges or plan, or “shifting” if moving your connection. If you are calling from a non-BSNL number, use 1800-345-1500 and keep both your service ID and registered mobile number ready for verification.

When registering a complaint via 198 (mobile), select “complaints” and provide a concise description such as “outgoing calls failing,” “no network at PIN 560001,” or “data not working since 10:00 hrs.” Clear, time-stamped details help agents correlate with outage dashboards and expedite troubleshooting.

What to keep handy before you call (speeds up verification and resolution)

Having the right identifiers at your fingertips cuts average call time and prevents multiple callbacks. In most circles, BSNL agents will ask for one or more of the following items to verify ownership and pinpoint your line or SIM in the system.

• For mobile: Your BSNL mobile number, last recharge amount/date, and the last 4 digits of a proof-of-identity used at SIM purchase (if requested). For SIM/PUK or porting queries, note your SIM number (ICCID) printed on the SIM card tray.
• For landline/FTTH/DSL: Telephone number with STD code (e.g., 022-2xxxxxxx) or FTTH Service ID/Account No. from your bill, ONT/Router model, LOS/PON light status, and recent bill payment reference if it is a billing dispute.
• For faults: Exact timestamps of issue onset, error messages (PPPoE auth failed, LOS LED red), speed test results with server and time, affected apps/sites, and your location PIN code (useful for area outages).
• For shifting/new activation: Complete installation address with landmark, building entry timing if gated, and alternate contact number.

For privacy, BSNL will never ask for full Aadhaar numbers or OTPs unrelated to service verification. Do not share one-time passwords that arrive for transactions you did not initiate. If in doubt, hang up and call back on the official numbers listed above.

Registering and tracking complaints: what to expect

Every complaint registered via 1503, 1500, or 198 generates a unique docket/ticket number. You should receive this number by SMS on your registered mobile. Note it carefully; it is the primary key for tracking. If you report a broadband/FTTH fault, you may also get an engineer appointment SMS with a tentative visit window.

Resolution timelines vary by issue and circle workload. As a baseline, mobile service complaints usually see action within 24–48 hours, while wireline/FTTH physical faults can take 24–72 hours depending on local access conditions and availability of spares. If your issue is not resolved within the promised time, call back with your docket number for an update or ask for escalation.

If you remain unsatisfied after the first resolution attempt, escalate within BSNL to the Circle Nodal Officer and, subsequently, to the Appellate Authority. Telecom grievance norms generally require acknowledgement within 3 working days and resolution typically within 10 working days at the appellate stage. Contact details for Nodal/Appellate authorities are published on each BSNL circle website and are accessible from the main BSNL site under customer support/contacts.

Digital self-service alternatives (often faster than waiting on the line)

For routine tasks—checking usage, changing plans, paying bills, or raising trouble tickets—use BSNL’s official portals and app. The BSNL Selfcare portal (https://selfcare.bsnl.co.in) lets you manage Bharat Fiber (FTTH), DSL broadband, and landline accounts, including plan change requests, shifting, and complaint registration with trackable ticket IDs.

On mobile, the MyBSNL app (available on Google Play and Apple App Store) supports prepaid recharges, postpaid bill payment, plan/pack browsing, complaint lodging, and data/voice usage views. Using the app ensures your complaint automatically links to the correct subscriber record, minimizing back-and-forth verification.

For quick recharges and bill payments via web, use the links from the official homepage (https://www.bsnl.co.in). Always verify that the URL is on the bsnl.co.in domain before entering payment information. Avoid third-party links received over unsolicited SMS or messaging apps.

Charges, hours, and practical tips

Calls to 1503, 1500, 198, 1909, and 155223 are toll-free from BSNL numbers; the 1800-180-1503 and 1800-345-1500 lines are toll-free from any network in India. Directory services via 197 are chargeable; check your circle tariff for the exact rate before calling. If you are roaming internationally, call the 1800 numbers from an IP-based app or local line where possible, as international voice tariffs may apply from your roaming provider.

IVR is available 24×7. Live agent availability varies by circle and queue—commonly extended business hours on weekdays and reduced staff on Sundays/national holidays. For broadband/FTTH outages affecting multiple users (area faults), calling early morning (before 10:00) or later evening (after 19:00) often results in shorter wait times.

During large outages (fiber cuts, power failures), docket creation ensures you are included in the restoration batch; you may receive bulk SMS updates as work progresses. If your neighbor’s BSNL line is back but yours is not, call back with your existing docket ID to flag a residual fault.

Official address and authoritative resources

BSNL is a Government of India enterprise incorporated in 2000, operating across all 22 telecom circles. Corporate communications originate from the New Delhi head office; circle websites carry local service and escalation contacts specific to your state/territory.

Corporate Office (for reference and correspondence): Bharat Sanchar Nigam Limited (BSNL), Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi – 110001. Main site: https://www.bsnl.co.in. Selfcare: https://selfcare.bsnl.co.in. Use only these official domains for account management and payments.

If a grievance remains unresolved after escalation within BSNL, you can additionally lodge it on the Government’s Public Grievance portal (https://pgportal.gov.in) under the Department of Telecommunications. For unsolicited commercial communication issues, 1909 remains the national standard for DND registration and complaint filing.