BSNL Office Customer Care Number: A Complete, Practical Guide

Official BSNL Customer Care Numbers (Pan-India)

BSNL provides standardized short codes across India for quick access to support. These short codes are toll‑free when dialed from a BSNL connection and route you to the correct queue based on service type. Keep your phone number, Customer ID (printed on your bill), and recent complaint or docket number ready before you call.

If you are calling from another operator and a short code does not connect, use the toll‑free long numbers where available, or place the call via any BSNL phone (mobile or landline) for the fastest connection. Availability and call center hours may vary slightly by circle.

• 198 — Fault booking and service complaints (24×7). Use for landline, broadband/FTTH, and mobile service faults; you will receive a docket/ticket number by SMS or IVR.
• 1500 — Landline (Fixed Voice) customer care. New connection, shifting, plan changes, billing/duplicate bill, and commercial queries.
• 1502 — Broadband and FTTH (Bharat Fibre) helpdesk. Modem/ONT configuration, speed issues, PPPoE login, outage status, billing for broadband add‑ons.
• 1503 — BSNL Mobile (GSM, prepaid and postpaid) customer care. SIM and plan support, eKYC, MNP status, VAS activation/deactivation, international roaming, billing queries.
• Common toll‑free long numbers used in many circles: 1800‑345‑1500 (Landline), 1800‑345‑1502 (Broadband/FTTH), 1800‑180‑1503 (Mobile). If a long number does not connect in your circle, dial the short code or check the latest “Customer Care” page on bsnl.co.in for your state‑specific number.

When to Call Which Number, and What to Expect

Use 198 first for service-affecting problems: no dial tone, LOS/PON alarm on the FTTH ONT, frequent DSL disconnections, or no mobile network. 198 opens a service fault docket and routes the ticket to the correct field team. For commercial matters (bill disputes, plan migration, security deposit refunds, shifting), call 1500 for landline/FTTH voice, 1502 for broadband, or 1503 for mobile, as these queues can access billing and CRM systems.

IVR is available 24×7; live agent support is typically stronger during 9:00–21:00. Peak wait times are usually 10:00–13:00 and 18:00–21:00; calling outside these windows often results in faster pickup. You will ordinarily be asked to validate the account with the registered mobile number (RMN), last bill amount, or the last 3 digits of an ID document used during KYC.

After lodging a complaint on 198, note the docket number and the promised Service Level Agreement (SLA). In most urban exchanges, BSNL targets restoration of landline/FTTH faults within 24–48 hours and mobile SIM‑related issues the same day; rural areas can take longer depending on site access and weather. If the SLA lapses, you can escalate with your docket number (see escalation process below).

Alternatives to Calling: Offices, Online, and App

BSNL’s Customer Service Centres (CSCs) handle SIM swaps, new FTTH/landline requests, bill payments, and KYC. Typical CSC hours are 10:00–17:00, Monday to Saturday (closed on Sundays and most public holidays). Token issuance may stop 30–60 minutes before closing. Bring a government ID (Aadhaar, Passport, or Voter ID), a passport photo for new connections, and your existing bill copy for service changes. To locate the nearest CSC, visit bsnl.co.in and use the Customer Care or CSC Locator link for your circle.

For corporate correspondence, the head office address is: Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi – 110001. For faster issue resolution, however, use the dedicated care numbers or your circle’s CSC; corporate channels do not register retail fault dockets.

• Website: bsnl.co.in (navigate to Customer Care for circle‑wise contacts, CSC locator, and downloadable forms). Self-care: selfcare.bsnl.co.in for bill download, plan changes, and complaint tracking.
• Payments: Use the Payments/Recharge section at bsnl.co.in or the myBSNL app (Android/iOS) for instant mobile recharge, landline/FTTH bills, and Bharat Fibre add‑ons.
• Social support: Twitter/X handle @BSNLCorporate and circle handles (e.g., @BSNL_TN, @BSNL_OR). Share your docket number rather than personal data in public timelines.

Escalation Matrix and Timelines

If an issue remains unresolved after the SLA on your 198 docket, escalate to your circle’s Nodal Officer with the docket number, service ID (phone or FTTH number), and a brief summary of actions taken. Circle‑wise Nodal Officer contacts and email IDs are published on bsnl.co.in under Customer Care. As a rule of thumb, escalate after 48 hours for urban faults and 72 hours for rural faults unless you have already been provided a new timeline based on field conditions.

If the Nodal team does not resolve the issue within the stipulated time, approach the Appellate Authority for your circle within 30–90 days of the original complaint; include all docket numbers, dates, and any written replies. For persistent or policy‑level grievances, you can also file on the Government of India’s CPGRAMS portal (pgportal.gov.in) referencing your BSNL docket. Maintain copies of bills, SMS acknowledgements, and any engineer visit slips; these are often requested during appellate review.

For billing disputes, BSNL generally adjusts validated overcharges in the next billing cycle. If a connection is unusable for an extended period due to network faults, ask the Nodal team for proportionate rental credit with the downtime dates; attach the original 198 docket proof.

Practical Tips to Speed Up Resolution

For FTTH/Broadband: note the ONT/ONU brand and LEDs before calling. A steady PON and no LOS usually indicate an account or router issue; flashing LOS or dark PON point to an optical link fault. Have your PPPoE username (often your landline/FTTH number) and be ready to perform a router reboot and ONT power cycle when requested. Tell the agent if you changed your plan recently (plan migrations can take up to 24 hours to fully provision).

For Mobile: if you face no network after SIM replacement or MNP, confirm the SIM ICCID with 1503 and check if the number is activated on the HLR/HSS. For international roaming, request activation at least 24 hours before travel and ensure a sufficient security deposit if required by your circle. Keep the last recharge date and amount handy for quick verification.

For Landline: if there is no dial tone, test with a known‑working phone set directly at the main socket to rule out internal wiring. Report any audible line noise or intermittent tone; such details help the exchange team narrow down cable pair faults and speed up restoration. Always insist on a 198 docket number instead of a purely verbal assurance.

Quick Reference Recap

Dial 198 for faults, 1500 for landline commercial help, 1502 for broadband/FTTH support, and 1503 for mobile services. From non‑BSNL phones, try 1800‑345‑1500 (landline), 1800‑345‑1502 (broadband), and 1800‑180‑1503 (mobile), or visit bsnl.co.in to confirm your circle’s current toll‑free numbers. Keep your docket number safe—it is your key to tracking and escalation.