Verified: 2 July 2026 05:30 am IST
Industry: Broadband Internet & Cable TV
Jurisdiction: India
Primary Regulator: Telecom Regulatory Authority of India (TRAI) / Department of Telecommunications (DoT) / Ministry of Information & Broadcasting (MIB)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Hathway customer service helplines. This is a scam. Hathway 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 Set-Top Box issues) directly by calling the Hathway toll-free numbers: 1800 419 3114 for Broadband or 1800 891 2490 for Digital TV. You can also log the complaint directly via the Hathway Self-Care Portal or their mobile app. You must insist on receiving a unique “Docket Number” or “Complaint Reference Number” via SMS/email - without this number, your complaint does not legally exist in the regulatory system.
Availability: The automated portals and toll-free telephone helplines operate 24x7.
Timeline: Under TRAI Quality of Service (QoS) rules, service disruptions/faults must be resolved within 3 days. Standard billing or account queries must be resolved within 7 days.
Level 2: Internal Escalation (Appellate Authority)
Who to contact: If Level 1 support fails, your internet/TV remains down, or your billing dispute is unjustly dismissed, you must formally escalate to the Appellate Authority. Under TRAI rules, Hathway maintains separate Appellate Authorities for different regions. You must locate the specific email address for your region’s Appellate Authority in their Telecom Consumer Charter (appellate@hathway.net for all region’s). You must email your formal grievance, clearly stating your original Docket Number and User ID. Written legal notices must be sent via physical post to their corporate headquarters (Hathway Cable and Datacom Limited, 802, 8th Floor, Interface-11, Link Road, Malad West, Mumbai, Maharashtra – 400064).
Timeline: By law, you must file your appeal within 30 days of the Level 1 decision expiry. The Appellate Authority must acknowledge the appeal and dispose of it to provide a reasoned resolution within 39 days from the date of filing.
Level 3: Administrative Mediation (CPGRAMS & NCH)
Authority: TRAI does not mediate individual consumer disputes. If Hathway’s Appellate Authority rejects your claim or ignores you, 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 “Department of Telecommunications” for broadband issues or “Ministry of Information and Broadcasting” for Cable TV issues. 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.
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 Hathway Cable and Datacom 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 Hathway refusing to refund a cancelled connection, or are you looking for the correct template to formally escalate a prolonged fiber outage to your regional Appellate Authority? Reply below (do not share your passwords, bank details, or your exact User IDs), and our community will point you to the right resources!