At my parents place in a tier 3 city in Tamil Nadu, Airtel Wired Fiber Prepaid connection is down for 3 days (approximately since Friday, February 20, 2026, night 11:00 PM). Both the PON and AUTH LEDs on the ONT (Dasan H660GM-A) are Red.
We contacted the local Airtel service technician / engineer and he said the outage is due to Optical Fiber cut due to demolition of a nearby building through which the fiber cable supposedly comes to my parent's place. He said that we should be back online sometime tomorrow (Tuesday, February 24, 2026). When I asked him about credit / refund for the outage, he told me to contact Airtel Customer Care as he has no way to process such requests.
I researched online and looks like according to TRAI regulations, the service provider (ISP, MNO etc.) is supposed to give credit / refund for the duration of outage for postpaid connections, OR extend the validity of connection for the duration of outage for prepaid connections.
Since this is a prepaid connection, how do I request credit / refund / extension of Validity from Airtel for the more than 3 days of outage? What is the process?
We contacted the local Airtel service technician / engineer and he said the outage is due to Optical Fiber cut due to demolition of a nearby building through which the fiber cable supposedly comes to my parent's place. He said that we should be back online sometime tomorrow (Tuesday, February 24, 2026). When I asked him about credit / refund for the outage, he told me to contact Airtel Customer Care as he has no way to process such requests.
I researched online and looks like according to TRAI regulations, the service provider (ISP, MNO etc.) is supposed to give credit / refund for the duration of outage for postpaid connections, OR extend the validity of connection for the duration of outage for prepaid connections.
Since this is a prepaid connection, how do I request credit / refund / extension of Validity from Airtel for the more than 3 days of outage? What is the process?
