By Online Legal India
Published On 27 Nov 2020
Updated On 05 Nov 2025
Category Consumer Dispute
1 comments
Airtel Digital TV is one of India’s leading Direct-to-Home (DTH) service providers, known for its wide range of channels, HD quality, and interactive features. However, subscribers sometimes face issues such as signal loss, wrong billing, delayed service activation, poor customer support, or faulty set-top boxes. When these problems occur, it’s important to know how to raise your concern effectively. This blog explains the step-by-step process to file a complaint against Airtel Digital TV through its official grievance redressal system and ODR to get your issue resolved promptly.
While Airtel Digital TV offers a wide range of entertainment options, customers may occasionally encounter service-related problems. Some of the most common issues reported by subscribers include:
Signal Loss or Poor Reception: Frequent signal drops or no-signal errors, especially during bad weather or due to technical faults.
Wrong or Excessive Billing: Unexplained deductions, double charges, or incorrect billing for channel packs or services not subscribed to.
Delayed Service Activation: New connections, plan upgrades, or reactivations taking longer than the promised timeline.
Faulty Set-Top Boxes or Remote Controls: Hardware malfunctions leading to poor viewing experience.
Unresponsive or Inefficient Customer Support: Difficulty reaching customer care or getting timely resolutions for raised complaints.
Channel or Pack Discrepancies: Missing subscribed channels or being charged for unsubscribed ones.
If you are facing issues with your Airtel Digital TV service—such as signal loss, incorrect billing, delayed activation, poor customer support, or a faulty set-top box, you can raise a complaint through Airtel’s official grievance redressal system. Below are the detailed steps to help you file your complaint effectively:
Step 1: Collect All Relevant Account and Service Details
Before contacting Airtel, ensure you have all necessary details related to your DTH connection. This helps the grievance team assess your issue quickly and accurately. Keep the following ready:
Having complete information prepared ensures your complaint is processed smoothly and without unnecessary delays.
Step 2: Use Airtel’s Official Customer Support Channels
Airtel provides multiple official channels to raise complaints. You can contact their support through:
Customer Care Helpline:
Dial 12150 from your Airtel Digital TV registered number.
Email Support:
Send your complaint to digitaltv@airtel.com.
Official Website:
Visit the Airtel DTH Help & Support page → Navigate to “Help” or “Raise a Complaint” → Log in and fill out the issue form.
Airtel Thanks App:
Open the app → Go to Help → Select your DTH account → Choose your issue category → Submit your complaint.
Include all relevant details collected in Step 1 to help the support team address your concern promptly.
Step 3: Submit Your Grievance Clearly and Professionally
When raising your complaint, clearly state that you are filing it under Airtel’s Internal Grievance Redressal System. Include:
Your full name, registered mobile number, and DTH account number
The nature of the issue (signal problem, wrong charges, etc.)
Date and time the issue occurred
A detailed description of the problem
Supporting documents like bills, screenshots, or photos
Request a complaint reference number or ticket ID to track your grievance status. This will be crucial for follow-ups or escalation.
Step 4: Track the Progress of Your Complaint
After submitting your complaint, Airtel will send a reference number via SMS or email. Keep this number handy.
Check your Airtel Thanks App or email for regular updates.
Record all communications—emails, calls, and messages—for future reference.
If there is no satisfactory response within 2–3 working days, follow up using the same complaint reference number.
Keeping a detailed log ensures that your case remains active and traceable.
Step 5: Escalate the Issue if Unresolved
If your complaint remains unresolved after following up, you can escalate it to Airtel’s Nodal Officer or Appellate Authority.
To escalate your complaint:
Visit the Airtel Grievance Redressal Page.
Select your circle/state to find your Nodal Officer and Appellate Authority details.
Click on “Escalate Complaint” or “Contact Nodal Officer”.
Enter your previous complaint reference number and provide a clear description of the issue.
You can also email the respective officer directly (email IDs are listed on the official Airtel website). The Nodal Officer is responsible for reviewing unresolved complaints and ensuring a timely and fair resolution.
Step 6: Approach the Online Dispute Resolution (ODR) Platform if the Issue Persists
If Airtel fails to resolve your issue through its internal channels, you can raise your grievance through Online Dispute Resolution (ODR) Platforms.
Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings and final decisions. It incorporates traditional dispute resolution methods such as negotiation, conciliation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online process enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods. Through online platforms, both the complainant and the other party can present their sides and reach a fair, mutually agreeable outcome. For consumers who face issues with Airtel Digital TV, ODR offers a faster, cost-effective alternative to traditional court proceedings.
Why Choose Online Dispute Resolution?
Consumers prefer ODR for several reasons:
Cost-effective & Time-efficient
Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.
Accessible & Convenient
ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.
Privacy & Security
Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.
In India, Online Dispute Resolution is backed by several laws, which include:
These legal provisions ensure that ODR practices in India are secure, recognised, and enforceable according to the law.
How to File a Complaint through ODR?
Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:
Step 1: Collect All Relevant Evidence
Before initiating your complaint, gather all documents and proofs that support your claim. These may include:
Having organized and clear evidence strengthens your case and speeds up the resolution process.
Step 2: Submit Your Dispute Through an ODR Platform
You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.
Step 3: Participate in Mediation Proceedings
During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.
After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:
Step 4: Settlement
If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms.
Conclusion
Filing a complaint against Airtel Digital TV is simple when you follow the right process. Begin by reaching out through Airtel’s official grievance redressal system via helpline, email support, the official website, or the Airtel Thanks App and describe your issue clearly. If the matter isn’t resolved at this stage, escalate it to the Nodal Officer or Appellate Authority for further review. If Airtel still fails to provide a satisfactory resolution, you can take your case to a recognized Online Dispute Resolution (ODR) platform. If you require any assistance in filling your complaint through ODR, get in touch with Online Legal India.
14 Jul, 2021
I am a senior citizen. I have requested Airtel Dish TV fo a shift to another flat in the same building. on 3 July 2021.But it is not done till today.
19 Jul, 2021
Hello, thank you for raising your Airtel issue with us. Team Online Legal India will get back to you shortly to resolve your issue by filing a Consumer Complaint. Thank you.
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