BSNL Fibre Down for 6 Days in Sangvi, Complaint Closed Before Repair: How to Escalate a Broadband Complaint

Pimpri-Chinchwad, 9th November 2026: A resident of Sangvi in Pimpri-Chinchwad says his BSNL landline and fibre (FTTH) broadband have been down for six days, and that his complaint on BSNL’s self-care app was closed before the service was restored.

Rahul Deshmukh posted about it on X on Sunday evening, asking BSNL to improve its service if it wants to keep customers.

His post is a familiar story for many broadband users in Pune: a complaint marked “resolved” while the line is still dead.

What the Sangvi resident posted

Deshmukh (@rahuldeshmukh12) wrote that he lives in Sangvi, PCMC, and that his landline with FTTH had been down for six days. He said he lodged a complaint through the BSNL self-care app, but it was closed even before service resumed. In a follow-up, he said he had to raise a fresh complaint.

BSNL had not replied publicly to the post when we checked.

Post: @rahuldeshmukh12 on X

How long BSNL should take to fix a fibre fault

BSNL’s own consumer page lists a target of 3 days to repair a broadband fault. TRAI, the telecom regulator, also says fault complaints should be resolved within three days, according to its consumer grievance FAQ.

TRAI adds that if a wireline or broadband fault takes more than three working days to fix, postpaid customers should get a proportionate rent rebate on the next bill. Prepaid customers should get their validity extended by the number of days the fault was pending.

A six-day outage is well past both targets.

Step 1: Book the complaint properly

• Call 1500 or 1800-4444 for broadband and landline, or 198 for fault booking, as listed on BSNL’s grievance page.
• You can also book and track complaints online on bsnl.co.in under Customer Care.
• Write down the docket number and the date and time you booked it.
• If a complaint is closed while the line is still down, reopen it or book a new one the same day, and note both numbers.

Step 2: Escalate to the appellate authority

If the call centre does not fix the problem in time, you can appeal to BSNL’s appellate authority:

• There is no fee for an appeal.
• File within 30 days after the call centre’s deadline passes. BSNL says appeals are accepted up to three months after the deadline.
• You can register an appeal through the IVRS or by calling 198, according to TRAI.
• TRAI says the appellate authority must decide within 39 days.

BSNL also lists an email for escalations, cmdcomplaints@bsnl.co.in, and the government’s CPGRAMS portal.

Step 3: Ask for your rebate

When the line is restored, ask the call centre or local exchange to apply the rent rebate for the days beyond three working days. Check your next bill to see it has been credited.

Before you post on X

Tag BSNL’s care handle with your area and the number of days the line has been down. Do not post your full phone number, account number or address publicly. Share those by direct message.

More tech help is in our Tech section, and local news is in Pimpri-Chinchwad.

We will update this story if BSNL restores the connection or responds.

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