Airtel — Broadband Monthly plan recharged but service is not provided

I have recharged for monthly Airtel Xstream Fiber for Rs. 1179/- on 14th April 2023. The recharge was successful but the internet was disconnected. I have raised multiple issues with Airtel customer care but they did not provide any solution or resolve the issue for 4 days.

Later I have asked them to cancel my connection and refund the amount but they said in prepaid plan they are not able to refund. How it could be possible when the user is not used any service and Airtel is not ready to refund?

I request you to help to get the refund and put a case on airtel for this process and behavior.