[Resolved]  Airtel — Reactivation of my prepaid mobile number

Address:	560001
Website:	www.airtel.in

Dear team,

I have an Airtel prepaid mobile number since Jan 2015. I am currently outside India and I had been receiving incoming messages during all this time. However, since Saturday, 12 Nov, 2016, my sim stopped working.

When i inquired with Airtel on Monday 14 Nov, 2016 I was told that since i have not used my number for 90 days (no outgoing calls, incoming calls or outgoing message) my number is disconnected. When i told them that it was still active and i used to get messages on my number, they said its possible to extend without usage with a monthly charge of Rs. 20/-. But the number was already disconnected.

Problems started after that. Airtel said that it is possible to reactivate the number in 14 days grace period. For this my Dad visited with all documents (including authorization letter that i sent from Germany) to Airtel stores but they said the number is not visible on their system and they cant activate it.

When i told the same to Airtel backend they said we must try at other Airtel outlets. But that also didnt work. My Dad visited 3 differnet showrooms but all said they cant do anything and backend team must check it.

Backend team said they dont have possibility to check the status and it can be checked with outlets itself. Backend team asked us to get the name or number of the Airtel outlet so that they can talk with them but the Airtel outlet team said they are not allowed to talk with anyone over phone.

I escalated the issue to appellate officer but still no progress. I was promised that they are looking into the matter and will provide resolution in 3 days. But i never got any call back or response. I followed up again and each team i did there was a new person whom i had to speak with. When i requested to speak with the same person whom i last interacted they said he is not in office and left a message to call back. but that call never came.

its been more then 15 days now and still dont have any answers. My Dad has visited Airtel outlets 5 to 6 times so far, i have written about 15 to 20 mails and called Airtel backend office about 5 to 10 times and still dont have any answers.

My complaint:
1. Why is that i could not reactivate the number in 14 days grace period?
2. Why the front end team cannot talk with backend team or vice versa? Why do we have to get the number of front end team and give it to back end team to talk? and Why front end team doesnt answer to the phone with the backend team on the line?
3. Each time i call i need to speak with a new person, despite requesting that i would like to speak with the same person?
4. Why was there no response when i was promised that I will get a call back in 3 working days?

Details of my complaint:
Saturday, 12 Nov: Connection disconnected.

Monday, 14 Nov: First complaint made to Airtel, Complaint number Ref38574068.

Monday, 14 Nov: Escalated to Appeleate officer Mr. Pandian, appellate.[protected]@in.airtel.com.

Tuesday 15 Nov to Thursday 17 Nov: Dad visited 3 different Airtel showrooms (along with all my ID proof, address proof, his ID proof, Address proof, photographs and authorization letter from me) to JC Road, Cunningham Road and Nandhi Durg Road, Bangalore outlets.

Friday 18 Nov: I was promised by Rajesh that resolution will be provided by 3 days.

Wednesday 23 Nov: No response recieved. I called back and then didnt response to my question. It was once again a very generic reply apologizing for inconvience and that number has been disconnected since 12 Nov.

Saturday, 26 Nov: Exactly 14 days since number was deactivated, Dad visited Airtel Showroom in Nandhi Durg Road, Bangalore. This time they said that the number is blocked to be provided to some one but its not yet alloacted.

Monday, 28 Nov: I escalated the issue to [protected]@in.airtel.com and also informed that I would go to online forums. But got no reply to my mail till now.

Desirable solution:
I want my number back! and also answer to my questions above.

Attaching all the mail conversations that i had with the team so far.

Request for your support to resolve the issue and I dont want to lose the number and hence request for fast support.

Best Regards,
Sunil