JioFiber Customer Care: A Complete, Practical Guide (India, 2025)

Official ways to contact JioFiber support

JioFiber provides multiple support channels that run 24×7 for faults and connectivity issues, with dedicated options for sales, billing, and relocation. For the fastest resolution, use the channel that matches your issue (e.g., faults via phone/MyJio for live troubleshooting, billing via MyJio or web). Keep your registered mobile number active—most flows verify via OTP.

Phone support is available in English, Hindi, and major regional languages. Social channels such as X (formerly Twitter) are best for status updates and non-account queries, while WhatsApp handles quick checks, basic troubleshooting, and appointment confirmations. Walk-in support is available at Jio Stores during local business hours (commonly 10:00–19:00, Mon–Sat; hours vary by location).

• JioFiber toll-free helpline (India): 1800-896-9999
• JioCare toll-free (all Jio products): 1800-889-9999
• WhatsApp (official JioCare): +91 70005 70005
• Website (JioFiber): https://www.jio.com/fiber
• Support and complaint portal: https://www.jio.com/help/support and https://www.jio.com/help/complaints
• Store locator (walk-in support): https://www.jio.com/help/retail-stores
• X (Twitter): https://twitter.com/JioCare
• Primary support email: [email protected]

Tip: When contacting via phone or WhatsApp, ask the agent for your Service Request (SR) number and note the date/time. You’ll need it for follow-ups or escalations. If you have multiple Jio services on the same number (e.g., Jio SIM and JioFiber), specify that your issue is with JioFiber broadband or Jio Fixed Voice.

What to have ready before you contact support

Gather your JioFiber Service ID or registered mobile number (RMN), the installation address, and any recent bill/invoice number. If you’re reporting a technical issue, note down the lights showing on your Jio ONT/router (Power, PON, LOS, LAN, 2.4G, 5G, Phone) and the approximate time the issue started. This shortens call time and speeds up diagnosis.

If you use the MyJio app (recommended), open the JioFiber account tile to view your plan, usage, last payment, and active service requests. Screenshots of speed tests (e.g., https://fast.com or https://speed.cloudflare.com) over a wired Ethernet test at different times of day can help agents distinguish Wi‑Fi issues from line issues.

For billing queries, keep payment references (UPI, card last 4 digits, bank transaction ID), the invoice PDF (available in MyJio > Statements/Bills), and dates of previous charges. If you’re moving home, have the new address with PIN code, preferred dates, and local contact name/number ready.

Quick diagnostics you can do (before or while you call)

Simple checks resolve a large share of JioFiber cases without a technician visit. Performing these steps first often results in immediate restoration or gives the care agent the exact error to act on. Always start with a wired test (if possible) and compare against Wi‑Fi performance—it isolates radio issues from line problems.

Observe the ONT/router LEDs. PON steady green indicates the fiber link is active; LOS blinking red indicates the fiber link is down or impaired. If LOS is red or PON is off, avoid repeated reboots—report the outage; it’s likely an outside plant or fiber break that requires a field visit. For slow Wi‑Fi, test near the router on 5 GHz; for voice issues, check whether the Phone LED is lit and the handset is correctly connected to the TEL port.

• No internet: If LOS is red or PON off, power-cycle once (unplug 30–60 seconds). If unchanged, raise a fault—do not factory reset. If PON is green but no browsing, clear DNS on device or switch to automatic; test on a second device and a wired connection.
• Slow speeds: Test via Ethernet to the ONT/router LAN port using a laptop that supports the plan speed. Disable VPNs. On Wi‑Fi, use 5 GHz SSID, channel width 80 MHz, place the router centrally and away from metal or walls.
• Frequent drops: Check for loose fiber pigtail at the ONT and ensure the connector cap is dust-free. Verify router temperature and ventilation. If the LOS briefly flashes during drops, it’s a line issue—report it.
• Voice (landline) dead: Confirm Phone LED, reseat RJ11 cable, and try a different handset. If broadband works but voice is dead, a voice profile refresh is needed—contact care with your Service ID.
• OTT set-top issues: Reboot the STB and ONT; ensure the STB is on the same LAN. If apps fail but internet is fine, sign out/in or clear app cache; check that the plan includes OTT benefits.

If a technician visit is booked, keep the ONT powered on. You’ll receive an SMS in advance with the technician’s name/number. You can reschedule or track the appointment in MyJio > JioFiber > Service Requests.

Billing, plans, and renewals

As of 2025, JioFiber offers residential broadband plans starting around Rs 399/month (+18% GST) for 30 Mbps, scaling to 1 Gbps on premium tiers. Many mid and top tiers bundle OTT apps and the Jio Set-Top Box. Pricing, benefits, and promotional waivers (such as installation) change by city and campaign—always confirm the current tariff on https://www.jio.com/fiber or in MyJio before paying.

Billing is available in prepaid and postpaid forms depending on your circle. Invoices and receipts are downloadable from MyJio (JioFiber tile > Bills/Statements). You can pay via UPI, net-banking, debit/credit cards, or set up AutoPay mandates. If a payment shows “successful” at the bank but not in MyJio, wait 15–45 minutes and then contact support with the transaction ID and timestamp; reversals usually reflect within T+3 banking days when failures occur.

GST invoices carry your legal name and address as per the CAF (Customer Application Form). To update billing name, address, or add a GSTIN (for eligible entities), raise a request via MyJio or the support portal and attach valid KYC. Plan downgrades generally apply from the next cycle; upgrades can be near-instant. Pro‑rate rules can differ by circle—ask the agent to read back effective dates and any one‑time charges before confirming.

Installation, relocation, and equipment service

New JioFiber installations in metro areas commonly complete within 24–72 hours after feasibility confirmation; non‑metro timelines are often 3–7 working days. You’ll receive an SMS with the CAF number and a link to track status. Ensure you or an authorized adult with KYC documents (Aadhaar/Passport, etc.) is present during installation.

To relocate service, use MyJio > JioFiber > Relocate or call the helpline with your new address. Availability depends on local fiber presence. In many cases, your existing ONT/router is moved; where a fresh ONT is needed, the technician will advise on any one‑time charges or deposits applicable under the current policy. Ask for an SR number and tentative schedule window (morning/afternoon/evening).

If you plan to discontinue, raise a disconnection request and ask about equipment return at a Jio Store or via pickup (varies by city). Returning equipment promptly avoids non‑return charges where applicable. Always obtain an acknowledgment (email/SMS or a slip) listing each device (ONT, power adapter, STB, remote) and serial numbers.

Escalation path and resolution timelines

Jio follows the grievance framework under the TRAI “Telecom Consumers Complaint Redressal Regulations, 2012.” At Level 1, raise a complaint through phone, MyJio, web, or email and obtain an SR number. Most service-affecting complaints target resolution within 48–72 hours; billing disputes may vary depending on verification and bank settlement timelines.

If unresolved or unsatisfactory after the stated turnaround, escalate to the Nodal Officer for your circle through the complaint portal at https://www.jio.com/help/complaints (circle-wise contact details and email forms are provided there). Keep your original SR number, date of filing, and any technician visit IDs handy.

If still unresolved, you may approach the Appellate Authority for your circle within 90 days of the original complaint. Appellate decisions are typically issued within 30 days. Document every interaction (dates, names, promises) and attach proofs (screenshots, speed tests, invoices) to strengthen your case at each stage.

Safety, fraud prevention, and privacy

Only interact through official channels listed above. Do not install third‑party “support” apps or APKs sent over SMS/WhatsApp. Jio agents will never ask for your full card data, UPI PIN, or remote-control access to your phone. OTPs are for login/verification—never share them on unsolicited calls.

Payments should only be made within the MyJio app, on https://www.jio.com, or via trusted payment partners surfaced by Jio’s official flows. Verify short links expand to a jio.com domain. For field visits, you’ll receive technician details by SMS; ask the visitor to show their Jio ID and match the name/number. If in doubt, call the helpline before allowing entry.

For privacy requests (data correction, account closure, consent withdrawal), raise a ticket via MyJio or email [email protected] from your registered email, quoting your Service ID and RMN. You may be asked for KYC verification before sensitive changes are made.

Corporate addresses and formal correspondence

For formal postal correspondence, you can write to Reliance Jio Infocomm Limited, Reliance Corporate Park, Thane–Belapur Road, Ghansoli, Navi Mumbai, Maharashtra 400701, India. Include your full name, Service ID, RMN, CAF number (if available), and copies of relevant proofs. Use speed post or a tracked courier and keep the tracking receipt.

If your matter concerns business broadband or enterprise services, contact JioBusiness via https://www.jio.com/business; enterprise support and SLAs differ from residential JioFiber. For legal notices, address them to the company’s registered office as per the latest filings and send an advance copy via email to [email protected] referencing “Legal Notice – JioFiber [Service ID].”

Always parallel-file the same issue through MyJio or the web support portal to obtain a digital SR number; this creates an electronic audit trail and typically accelerates the response while your physical letter is in transit.