BSNL Customer Care Numbers: A Complete, Practical Guide

National customer care numbers you can rely on

BSNL operates a unified set of short codes and toll‑free long numbers across India so you can reach the right team without hunting for circle‑specific contacts. Short codes (the 150x/198/1909 series) work best from a BSNL phone. If you’re calling from a non‑BSNL number, or short codes don’t connect in your area, use the corresponding 1800 numbers, which are toll‑free nationwide.

Most IVR lines run 24×7 for self‑service and complaint booking. Live agents are generally available during extended business hours (commonly 9:00–21:00 IST), with staffing varying by circle and language queue. Always note the docket/complaint number the system provides—you’ll need it for escalation.

• 1503 (from BSNL) / 1800-180-1503 (from any network): Mobile services helpdesk (prepaid and postpaid). Plan info, recharge issues, SIM/USIM, VoLTE, international roaming enablement, complaint booking.
• 1500 (from BSNL) / 1800-180-1500 (from any network): Landline and FTTH (Bharat Fibre) account/billing help and general service queries.
• 1502 (from BSNL) / 1800-180-1502 (from any network): Broadband/Internet technical support (DSL and FTTH). Faults, speed issues, modem/ONT configuration guidance.
• 198 (from BSNL): Unified complaint and fault booking for any BSNL service. IVR is 24×7; keep your phone/line number and address handy for quick registration.
• 1501 (from BSNL) / 1800-180-1501 (from any network): Prepaid self‑care IVR—balance, validity, data usage, top‑ups, and tariff info.
• 1909 (from any network): Do‑Not‑Disturb (DND) activation/deactivation and unsolicited commercial communication complaints (TRAI‑mandated).

For mobile number portability, text PORT to 1900 to receive your UPC. For emergency SIM blocking if your phone is lost, call 1503 or 198 at once to block services; you can replace a SIM at your nearest BSNL CSC—typical replacement fees range from Rs 50–100 + GST as per circle policy (as of 2024).

Which number to call for what—practical scenarios

If your FTTH (Bharat Fibre) internet is down or slow, call 1502 or 1800-180-1502 first. The agent can run line tests, raise an ONT/OLT ticket, and schedule a field visit if needed. If you only need billing or plan changes on FTTH, 1500 or the Selfcare portal is faster. For legacy copper DSL, 1502 is still the right technical line, but intermittent sync or noise often requires a joint visit; insist on a docket for follow‑up.

For BSNL Mobile, use 1503 to resolve recharge failures, VoLTE activation, ISD/IR bar status, CAF/KYC issues, or value‑added services you didn’t request. If your outgoing is barred due to KYC or non‑payment, 1503 can confirm the reason and the quickest remedy. When an agent raises a complaint, you’ll receive an SMS with a docket ID—store it.

When in doubt between 1500/1502 for fixed services: use 1502 for anything “internet not working/slowspeed/ONT light issues” and 1500 for “billing/plan/ownership/shift/closure.” For pure fault booking on any BSNL service (mobile, landline, FTTH), 198 is a dependable fallback that logs the issue and routes it to the right team.

Escalation path and grievance redressal timelines

BSNL follows a standard, time‑bound escalation chain. Step 1: lodge your complaint on 198/1502/1503 (or via Selfcare) and obtain the docket number. Most service faults target resolution within 72 hours for urban FTTH/mobile and a little longer where field access is limited. Billing disputes may take a full bill cycle for adjustment to reflect.

If your issue is not resolved or is closed without fix, escalate with your docket number to the Circle Nodal Officer. Contact details for Nodal and Appellate Authorities are published on the BSNL corporate site (navigate to bsnl.co.in > Contact Us > Nodal/Appeal). Step 2: if still unresolved after the Nodal SLA, approach the Appellate Authority for your circle within 3 months of the original complaint.

For persistent or systemic issues, you can also raise a case on BSNL’s Public Grievance portal at https://pgrms.bsnl.co.in/ using your docket details, or use the Government CPGRAMS portal for policy‑level grievances. Keep copies of bills, speed test screenshots, log timestamps, and any SMS/email acknowledgments to support your case.

Digital self‑service alternatives that can be faster

The BSNL Selfcare portal at https://selfcare.bsnl.co.in/ provides plan changes, add‑on activation, complaint tracking, and FTTH appointment rescheduling for many circles. For login, you typically verify via OTP to your registered mobile or landline. Complaint status and past dockets are visible so you can avoid repeating troubleshooting steps.

The My BSNL app (Android/iOS) mirrors many Selfcare features, including recharge, validity checks, usage, and ticket creation. For broadband/FTTH, the app can pre‑check ONT status, and for mobile it shows active packs and remaining data. Recharges through the app generally post instantly; if a recharge fails, note the transaction ID and call 1503 with it.

If you prefer not to call, use the web chat or email links provided under “Contact Us” on bsnl.co.in for your circle. Response times for email are typically within 24–48 business hours; urgent service restorations are best routed through 198/1502.

Costs, hours, and calling from abroad

Short codes (1500/1501/1502/1503/1504/198/1909) are toll‑free from BSNL numbers. The 1800‑180‑15xx numbers are toll‑free from any Indian network. If you dial circle‑specific geographic numbers (published on the BSNL site) standard local/STD charges may apply as per your operator’s tariff. Directory services or premium VAS lines, when used, may be chargeable—confirm on the IVR.

From outside India, most 1800 numbers and short codes will not connect. Use digital channels (Selfcare, app) or appoint someone in India to call on your behalf with proper verification. For roaming issues while abroad, contact 1503 via an Indian number or email your circle’s IR desk (listed on the corporate site) with your IMSI/SIM details and last successful attach time.

Live agent support is commonly available 9:00–21:00 IST, and IVR/complaint booking is 24×7. During regional holidays or severe weather, field visit SLAs can slip; keep your docket open and request SMS updates on technician visits.

Prepare these details before you call (speeds up resolution)

Having the right identifiers ready reduces verification time and prevents call‑backs. Keep copies in your email or notes app. For broadband/FTTH, photos of ONT LEDs and speed test results (with server and timestamp) are particularly useful.

• Service identifiers: Mobile number, landline/FTTH number (STD + number), Customer ID/Account No. (from bill/Selfcare), CAF number if available.
• Recent activity: Last recharge amount/date, plan name, complaint docket(s), outage start time, error messages (PPP/LOS/Authentication failed), and speed test results (e.g., 100 Mbps plan delivering 8–12 Mbps at 20:00 IST).
• Equipment details: ONT/Modem make & model, Wi‑Fi router brand, ONT/DSL light status, LAN/Wi‑Fi tests tried, replacement cables/adapters checked.
• KYC for sensitive requests: Photo ID per CAF, last bill copy, registered email/mobile for OTP verification if changing ownership or contact details.

Official addresses and links you can trust

BSNL Corporate Office: Bharat Sanchar Bhawan, Janpath, New Delhi 110001. Official website: https://www.bsnl.co.in/ (corporate information, circle contacts, nodal/appellate directories). Selfcare portal: https://selfcare.bsnl.co.in/ (account management, tickets). Public Grievance: https://pgrms.bsnl.co.in/ (escalations with docket references).

For in‑person assistance, visit your nearest BSNL Customer Service Centre (CSC). Locations and working hours are listed circle‑wise on bsnl.co.in under “Customer Service Centres.” Carry a government‑issued photo ID and a passport photo for SIM swaps, KYC updates, or ownership transfers.

Security and fraud‑prevention tips

BSNL will never ask for your UPI PIN, full card details, or OTP unrelated to a service request you initiated. Do not install remote‑access apps at the request of any caller. Only use the numbers listed above or those published on bsnl.co.in; avoid numbers shared in unsolicited SMS/WhatsApp messages.

If you suspect a fraudulent call claiming to be “BSNL verification,” hang up and dial 1503 or 198 yourself to confirm. For VAS deductions you did not authorize, raise a complaint on 1503 with the exact date/time and request reversal as per TRAI guidelines.