Verified: 1 July 2026 05:30 am IST
Industry: Internet Service Provider (ISP)
Jurisdiction: India
Primary Regulator: Telecom Regulatory Authority of India (TRAI) / Department of Telecommunications (DoT)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Excitel customer service helplines. This is a scam. Excitel 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 router glitch.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (broadband downtime, slow speeds, billing errors, or connection shifts) directly by calling the Excitel toll-free number 1800-309-5683 or by emailing helpdesk@excitel.com. You can also log the complaint directly via the MyExcitel App. You must insist on receiving a unique “Complaint Reference Number” - without this number, your complaint does not legally exist in the regulatory system.
Availability: The toll-free helpline operates from 07:00 AM to 12:00 AM (Midnight).
Timeline: Under TRAI Quality of Service (QoS) rules, service disruptions/faults should be resolved within 3 days.
Level 2: Internal Escalation (Nodal Officer)
Who to contact: If Level 1 support fails, your internet remains down, or your billing dispute is unjustly dismissed, you must formally escalate to the Nodal Officer. You must email your formal grievance, clearly stating your original Complaint Reference Number and User ID, to nodal@excitel.com.
Timeline: By law, the Nodal Officer must dispose of the complaint and provide a reasoned resolution within 3 Business Working Days from the date of filing the escalation.
Level 3: Final Internal Escalation (Appellate Officer)
Who to contact: If the Nodal Officer rejects your claim or fails to resolve the issue within 3 days, you must escalate to the final internal authority: the Appellate Officer (currently Mr. Abhishek Bhatt). You must email your appeal to appellate@excitel.com. Written legal notices must be sent via physical post to their corporate headquarters (1st Floor, Tower-B, Global Business Park, Sikanderpur, Sector 26, Gurugram, Haryana – 122002).
Timeline: You must file your appeal within 30 days of the Nodal Officer’s decision expiry. The Appellate Officer must dispose of the appeal within 30 Business Working Days.
Level 4: Administrative Mediation & Legal Action (Final Step)
Authority: TRAI does not mediate individual consumer disputes. If Excitel’s Appellate Officer rejects your claim or ignores you, you have exhausted internal remedies.
Pre-Litigation (DoT & NCH): You must register your grievance online at pgportal.gov.in under the “Department of Telecommunications” category. Alternatively, for commercial consumer disputes regarding router 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.
Court/Arbitration: If administrative mediation fails, you must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against Excitel Broadband Pvt Ltd. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in). You must file the consumer case within two years from the date the cause of action occurred.
Community Action: Is Excitel refusing to refund a cancelled connection, or are you looking for the correct template to formally escalate a prolonged fiber outage to the Gurugram Appellate Officer? Reply below (do not share your passwords, bank details, or your exact User IDs), and our community will point you to the right resources!