Within 3 weeks after getting my Airtel Prepaid connection, it was cancelled by them because the SIM had expired. For whatever reason, when my service was reactivated, I was being billed at a considerably higher rate than previously, and Airtel did not have a proper record of when my account was opened. After multiple calls and e-mails, an agreement was reached. It involved explaining that with the new billing rate in rupees, I could not arrive at the balance ending in paise.
During my 3rd month as their customer, my service was abruptly cancelled and was told address verification failed. I was to submit all documents at their office (not just any store) within 48 hours if I wanted to retain my relatively high account balance. Customer Support couldn’t or refused to tell me when they made a call for address verification. This issue was promptly resolved after a call to their Grievance Cell.The other issue is way too many automated telemarketing ("robo") calls for Hello Tunes, in a regional language I can not understand.
I accidentally signed up for this but the service was cancelled and charges credited on request. This was the only issue I was able to resolve immediately. I have also noticed that when I send an e-mail to 121 (Customer Service), I get an Acknowledgement and multiple text messages regarding my ticket. As an overall assessment, I think customers expect more from their cell service providers in a time when rates have hit near rock bottom, and SIMs are being given free. I do consider getting a back up phone number.
On the plus side, Airtel is known for their network coverage area. Recently, they put up a tower opposite my house. Rates are competitive, though I don’t know if they offer a free SIM like someother major providers.