- Dealer Name
- Bharti Airtel Limited
- Company Name
- Bharti Airtel Limited
- Customer Care Number
- 121 , 956091191
- Loss Amount
- 1500
- Ratings
- Opposite Party Address
- Bharti Airtel Limited, Airtel Center, Plot No. 16, Udyog Vihar, Phase-IV, Gurugram
I booked an Airtel Wi-Fi/Broadband connection after being approached by an Airtel sales representative. During the booking process, I provided my complete installation address and the necessary details. I was assured that the Airtel Wi-Fi connection could be provided at my location.
As instructed by the Airtel representative, I paid an advance amount of ₹1,500, representing two months' subscription charges, which was to be adjusted against my future bills. Airtel accepted the payment and confirmed my booking.
After accepting the payment, Airtel confirmed that the broadband connection would be installed at my premises on 18 August 2026 before 11:00 AM. However, no installation engineer visited my premises at the scheduled time.
When I contacted the assigned installation engineer, I was informed that he would not be coming and that I should contact the Airtel sales representative. This caused the first major inconvenience and demonstrated a lack of coordination between Airtel's sales and installation teams.
Thereafter, I repeatedly contacted Airtel Customer Care, making more than 20–25 calls, seeking installation of the connection and requesting a clear status of my booking. Despite these repeated efforts, I did not receive any satisfactory response or resolution.
I also contacted Airtel through email on multiple occasions, requesting either completion of the installation or, if the connection could not be provided, a prompt refund of my advance payment. However, despite repeated communication, I did not receive an effective or timely resolution.
During the subsequent follow-up process, Airtel representatives provided different information regarding the installation. Eventually, after several days of repeated follow-ups, I was informed by the Area Supervisor that Airtel was unable to install the connection at my location and that the amount paid by me would be refunded.
I was ultimately informed that my location was not serviceable / the required Airtel infrastructure was not available for installation.
If the location was not serviceable or the required infrastructure was unavailable, Airtel should reasonably have verified the serviceability of my address before accepting my booking, collecting ₹1,500, and confirming a specific installation appointment.
Instead, Airtel accepted my payment, confirmed the installation, failed to send an engineer on the scheduled date, required me to make repeated calls and send multiple emails, and only after several days of follow-up informed me that the connection could not be installed.
This conduct has caused me unnecessary inconvenience, loss of time, financial inconvenience, and mental harassment. I had to repeatedly contact Airtel's customer care, sales representatives, installation personnel, and supervisory staff merely to obtain information about a service for which Airtel had already accepted payment.
My grievance is not merely that Airtel could not provide the connection. My primary grievance is that Airtel accepted my booking and advance payment without properly establishing serviceability, confirmed an installation appointment, failed to complete the installation, did not provide timely and accurate information, and made me repeatedly follow up before finally informing me that the service could not be provided.
I therefore submit that the above conduct constitutes deficiency in service and/or unfair trade practice, as may be determined by the Hon'ble Consumer Commission under the applicable provisions of the Consumer Protection Act, 2019.
The fact that Airtel subsequently offered/refers to a refund does not, in my submission, adequately address the inconvenience, harassment, loss of time, and deficiency in service already suffered by me.
Relief Sought
I respectfully request the Hon'ble Consumer Commission to:
Direct Airtel to refund the advance amount of ₹1,500, if the same has not already been refunded, along with appropriate interest from the date of payment until the date of actual refund.
Award appropriate compensation, including ₹50,000 as claimed by me, for the mental harassment, inconvenience, loss of time, repeated follow-ups, and deficiency in service caused by Airtel.
Award litigation/legal expenses and other costs incurred by me in pursuing the matter.
Pass appropriate directions against Airtel regarding accepting bookings and advance payments without adequately verifying serviceability of the customer's installation address.
Pass any other order or relief that the Hon'ble Consumer Commission may deem fit and proper in the facts and circumstances of the case.
Documents / Evidence Attached
I am enclosing the following documents and evidence in support of my complaint:
Payment receipt/transaction proof for ₹1,500.
Airtel booking/order confirmation.
Installation appointment confirmation for 18 August 2026 at 11:00 AM.
Details of the assigned installation engineer, wherever available.
Email correspondence exchanged with Airtel.
Screenshots of Airtel communications/SMS/WhatsApp messages, wherever applicable.
Call logs showing repeated communication with Airtel.
Details of complaints/service requests raised with Airtel.
Declaration
I am filing this complaint in good faith and seek appropriate relief for the inconvenience, loss of time, harassment, and deficiency in service suffered by me due to the manner in which Airtel handled my broadband booking and installation request.
I reserve the right to submit additional documents, communications, call records, screenshots, and other relevant evidence in support of my complaint, if required.
As instructed by the Airtel representative, I paid an advance amount of ₹1,500, representing two months' subscription charges, which was to be adjusted against my future bills. Airtel accepted the payment and confirmed my booking.
After accepting the payment, Airtel confirmed that the broadband connection would be installed at my premises on 18 August 2026 before 11:00 AM. However, no installation engineer visited my premises at the scheduled time.
When I contacted the assigned installation engineer, I was informed that he would not be coming and that I should contact the Airtel sales representative. This caused the first major inconvenience and demonstrated a lack of coordination between Airtel's sales and installation teams.
Thereafter, I repeatedly contacted Airtel Customer Care, making more than 20–25 calls, seeking installation of the connection and requesting a clear status of my booking. Despite these repeated efforts, I did not receive any satisfactory response or resolution.
I also contacted Airtel through email on multiple occasions, requesting either completion of the installation or, if the connection could not be provided, a prompt refund of my advance payment. However, despite repeated communication, I did not receive an effective or timely resolution.
During the subsequent follow-up process, Airtel representatives provided different information regarding the installation. Eventually, after several days of repeated follow-ups, I was informed by the Area Supervisor that Airtel was unable to install the connection at my location and that the amount paid by me would be refunded.
I was ultimately informed that my location was not serviceable / the required Airtel infrastructure was not available for installation.
If the location was not serviceable or the required infrastructure was unavailable, Airtel should reasonably have verified the serviceability of my address before accepting my booking, collecting ₹1,500, and confirming a specific installation appointment.
Instead, Airtel accepted my payment, confirmed the installation, failed to send an engineer on the scheduled date, required me to make repeated calls and send multiple emails, and only after several days of follow-up informed me that the connection could not be installed.
This conduct has caused me unnecessary inconvenience, loss of time, financial inconvenience, and mental harassment. I had to repeatedly contact Airtel's customer care, sales representatives, installation personnel, and supervisory staff merely to obtain information about a service for which Airtel had already accepted payment.
My grievance is not merely that Airtel could not provide the connection. My primary grievance is that Airtel accepted my booking and advance payment without properly establishing serviceability, confirmed an installation appointment, failed to complete the installation, did not provide timely and accurate information, and made me repeatedly follow up before finally informing me that the service could not be provided.
I therefore submit that the above conduct constitutes deficiency in service and/or unfair trade practice, as may be determined by the Hon'ble Consumer Commission under the applicable provisions of the Consumer Protection Act, 2019.
The fact that Airtel subsequently offered/refers to a refund does not, in my submission, adequately address the inconvenience, harassment, loss of time, and deficiency in service already suffered by me.
Relief Sought
I respectfully request the Hon'ble Consumer Commission to:
Direct Airtel to refund the advance amount of ₹1,500, if the same has not already been refunded, along with appropriate interest from the date of payment until the date of actual refund.
Award appropriate compensation, including ₹50,000 as claimed by me, for the mental harassment, inconvenience, loss of time, repeated follow-ups, and deficiency in service caused by Airtel.
Award litigation/legal expenses and other costs incurred by me in pursuing the matter.
Pass appropriate directions against Airtel regarding accepting bookings and advance payments without adequately verifying serviceability of the customer's installation address.
Pass any other order or relief that the Hon'ble Consumer Commission may deem fit and proper in the facts and circumstances of the case.
Documents / Evidence Attached
I am enclosing the following documents and evidence in support of my complaint:
Payment receipt/transaction proof for ₹1,500.
Airtel booking/order confirmation.
Installation appointment confirmation for 18 August 2026 at 11:00 AM.
Details of the assigned installation engineer, wherever available.
Email correspondence exchanged with Airtel.
Screenshots of Airtel communications/SMS/WhatsApp messages, wherever applicable.
Call logs showing repeated communication with Airtel.
Details of complaints/service requests raised with Airtel.
Declaration
I am filing this complaint in good faith and seek appropriate relief for the inconvenience, loss of time, harassment, and deficiency in service suffered by me due to the manner in which Airtel handled my broadband booking and installation request.
I reserve the right to submit additional documents, communications, call records, screenshots, and other relevant evidence in support of my complaint, if required.
