Verified: 4 July 2026 04:31 am IST
Industry: Direct-to-Home (DTH) Television Services
Jurisdiction: India
Primary Regulator: Telecom Regulatory Authority of India (TRAI) / Ministry of Information & Broadcasting (MIB)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Airtel Digital TV customer service helplines. This is a scam. Airtel staff will never ask you to pay a “processing fee” to restore your connection, share your UPI PIN, or request you to download third-party screen-sharing apps (like AnyDesk/RustDesk) to troubleshoot a set-top box glitch.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (DTH signal issues, billing errors, or channel pack changes) directly by calling the Airtel Digital TV toll-free number 12150 from your registered Airtel mobile, or 198 for complaints. You can also email digitaltv@airtel.com or log the complaint directly via the Airtel Thanks App. You must insist on receiving a unique “Service Request Number” (SR Number) or “Docket Number” via SMS/email - without this number, your complaint does not legally exist in the regulatory system.
Availability: The automated portals and telephone helplines operate 24x7.
Timeline: Under TRAI Quality of Service (QoS) rules, service disruptions/faults must be resolved within 72 hours (3 days). Standard billing or account queries must be resolved within 7 days.
Level 2: Internal Escalation (Nodal Officer)
Who to contact: If Level 1 support fails, your TV remains down, or your billing dispute is unjustly dismissed, you must formally escalate to the Nodal Officer. Under TRAI rules, Airtel maintains separate Nodal Officers for different states/regions. You must locate the specific email address for your region’s Nodal Officer on the Airtel website’s regulatory page (e.g., dthnodal.wb@airtel.com for West Bengal). You must email your formal grievance, explicitly stating your Customer ID and original Service Request Number. Written legal notices must be sent via physical post to their corporate headquarters (Bharti Telemedia Limited, Airtel Center, Plot No 16, Udyog Vihar Phase IV, Gurgaon - 122015).
Timeline: By law, the Nodal Officer must dispose of the complaint and provide a reasoned resolution within 10 days from the date of filing the escalation.
Level 3: Administrative Mediation (CPGRAMS & NCH)
Authority: TRAI does not mediate individual consumer disputes. If Airtel Digital TV’s Nodal Officer rejects your claim or ignores you, you have exhausted internal remedies. Your next step is administrative intervention through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
Portal/Contact: You must register your general grievance online at pgportal.gov.in. Select the “Ministry of Information and Broadcasting” for DTH/Cable issues. Alternatively, for commercial consumer disputes regarding set-top box refunds or plan cancellations, register your grievance on the National Consumer Helpline (NCH) portal (consumerhelpline.gov.in) or call the toll-free national helpline at 1915.
Level 4: Legal Action (Final Step)
Pre-Litigation: If administrative mediation fails, or the company refuses to comply with a demand for compensation regarding prolonged service denial or severe billing fraud, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against Bharti Telemedia Limited. For consumer claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action occurred.
Community Action: Is Airtel Digital TV refusing to refund a cancelled connection, or are you looking for the correct template to formally escalate a prolonged DTH outage to your regional Nodal Officer? Reply below (do not share your passwords, bank details, or your exact Customer IDs), and our community will point you to the right resources!