Broadband Connection Not Installed After Payment: Get It Installed or Get Your Money Back

Reviewed on: 2026-06-12.

Rohit paid Rs 4,130 to a local fibre operator in Pune on 2 June. The plan was 100 Mbps for three months, with free installation. The sales agent promised a technician within 48 hours. Twelve days later, nobody has come. Customer care says “tomorrow” on every call. If this is your situation, remember one thing. You paid for a service that never started. That gives you the stronger position. You can demand installation by a fixed date, or a full refund. Put the demand in writing and the clock starts running in your favour.

Pick one remedy and stick to it.

• Installation by a fixed date. Useful if no other provider serves your building. Give a clear deadline, usually seven days from your written demand.
• Full refund. This covers the plan amount, any installation charge, and any router or activation fee. A service paid for and never delivered is a deficiency in service under the Consumer Protection Act, 2019. You do not have to accept a credit note or a “free month later” offer.

Do not keep both options open in the same letter. A vague demand gets a vague reply.

Calls do not count. Send your demand by email or through the operator's app or web form, so it carries a date and a ticket number. State four things: the amount paid and the payment date, the promised installation date, the remedy you want, and your deadline. Save the docket or ticket number. Every later escalation will quote it.

Here is the part most subscribers learn too late. Many operators collect payment before checking whether their fibre actually reaches your street or building. The order then sits in a “feasibility pending” queue that nobody clears. So ask the question directly in writing: “Is my address feasible for your network? Share the feasibility status of my order.” This forces a decision. If the address is not feasible, the operator has no basis to hold your money, and your refund demand becomes very hard to resist. If the operator says it is feasible, the excuse for delay disappears. Either answer helps you.

1. Complaint centre of the operator. Every telecom and broadband operator must run a complaint centre under TRAI's Telecom Consumers Complaint Redressal Regulations, 2012. Get a docket number and a resolution date.
2. Appellate authority of the operator. If the complaint centre fails or stays silent, appeal to the operator's own appellate authority. The contact details must be published on the operator's website and bills. Attach your docket number and payment proof. Note that TRAI itself does not resolve individual complaints, so do not stop at an email to TRAI.
3. National Consumer Helpline. Call 1915, use consumerhelpline.gov.in, or WhatsApp 8800001915. NCH takes the matter up with the company and gives you a complaint number. It is free.
4. Consumer commission through e-Daakhil. File online at edaakhil.nic.in. There is no court fee for claims up to Rs 5 lakh. You can claim the refund, interest, and compensation for the run-around. The limitation period is two years from the cause of action.

One parallel step. If you paid by card or UPI, ask your bank about a chargeback for “services not provided”. Dispute windows are counted from the transaction date, so raise it early rather than waiting for the operator.

To: Customer Care / Nodal contact, [Operator name]
Subject: Refund of Rs [amount] for broadband never installed,
order/ticket no. [number]

1. I paid Rs [amount] on [date] (transaction ref [UTR/receipt no.])
   for a [plan name, speed] connection at [installation address].
2. Installation was promised by [date]. As of today, no installation
   has taken place and no technician has visited.
3. Please confirm in writing the feasibility status of my address.
4. I withdraw my order. Refund the full amount of Rs [amount] to my
   original payment method within 7 days.
5. If the refund is not received, I will escalate to your appellate
   authority, the National Consumer Helpline (1915), and the consumer
   commission through e-Daakhil, where I will also claim interest
   and compensation.

[Name, mobile, email, installation address]

Only if your provider is a public sector operator such as BSNL (Bharat Fibre) or MTNL. These are public authorities, so you can file an RTI application with the CPIO asking for the status of your work order, the feasibility note for your address, and the file movement on your refund. See how to file RTI online. Private ISPs are not covered by the RTI Act, so for them the consumer route above is the whole game. Do not waste a month on an RTI that will be returned as not applicable.

This guide covers a connection that never started. If your connection ran and you have left, read getting your broadband deposit and advance refunded. If the connection works but crawls, read broadband speed below the promised plan. For the complaint mechanics in detail, see how to file a TRAI route telecom complaint and the practical guides hub.

Use the installation promise as the marker. If the agent or the order confirmation promised 48 hours or 7 days, send your written demand the day after that promise fails. There is no rule that requires you to wait weeks.

Yes, claim the full amount you paid. If no service was ever activated, there is nothing for the operator to deduct. Refuse any offer to deduct “processing” or “visit” charges for visits that never happened.

Write to the operator naming the agent, the date, the amount, and the plan sold. Ask the operator to confirm whether your order exists in their system. Operators are responsible for their authorised sales agents. If the order does not exist at all, treat it as a cheating matter and consider a police complaint as well.

No. “In process” with no date is a stalling reply. Ask for the exact refund date in writing. If it passes, escalate to the appellate authority and NCH 1915 the same week.

No. TRAI sets the rules but does not decide individual complaints. Your binding remedies are the operator's appellate authority and the consumer commission. NCH 1915 sits in between as a free push.

They work together. A chargeback can return the money faster if the bank accepts it. The consumer complaint also covers interest and compensation. Filing one does not block the other, but tell each forum the current status honestly.

Download the broadband installation refund checklist (PDF).

When a broadband internet connection is not installed after payment, here is the complete guide:

1. Step 1: What are the timelines? (a) TRAI regulations mandate that broadband must be installed within 3 working days of payment (in urban areas) and 7 working days (in rural/remote areas), (b) if the ISP fails to install within the timeline: the consumer is entitled to a refund (with interest — and compensation for delay), © the ISP must inform the consumer if there is a delay (with the reason — and the revised timeline), (d) if the ISP cannot provide service (due to technical feasibility — no fiber/line in the area): the ISP must refund within 7 days of the feasibility check.
2. Step 2: Common problems. (a) payment taken but no installation (the ISP takes the payment — installation charges, security deposit, first month's bill — but does not send a technician), (b) technician visited but no connection (the technician visited, checked feasibility — but the connection was not activated, and no further communication), © “feasibility issue” excuse (the ISP claims there is a feasibility issue — but does not refund, or refunds after months), (d) partial installation (the fiber/line is laid — but the connection is not activated, or the speed is less than promised), (e) wrong plan activated (the ISP activates a lower plan — and charges for a higher plan), (f) no response to complaints (the ISP does not respond to calls, emails, or app complaints).
3. Step 3: How to complain. (a) call the ISP's customer care (note the complaint number — and the date and time), (b) file a complaint on the ISP's app/website (with the payment receipt, the installation request number — and the complaint number), © send an email to the ISP's grievance officer (the TRAI-mandated grievance officer — with all details), (d) demand: (i) immediate installation (with a specific date), OR (ii) full refund (installation charges + security deposit + first month's bill — with interest), (e) follow up every 3 days (keep records of all calls, emails, and complaint numbers).
4. Step 4: TRAI complaint. (a) file a complaint with TRAI (through the TRAI consumer portal — or the Nodal Officer of the ISP), (b) the TRAI regulations require: (i) the ISP to resolve the complaint within 7 days, (ii) if not resolved: the consumer can approach the Nodal Officer (who must respond within 10 days), (iii) if the Nodal Officer does not resolve: the consumer can approach TRAI (or the Appellate Authority), © the complaint should include: (i) the payment receipt, (ii) the installation request number, (iii) the complaint history (numbers, dates, responses), (iv) the relief sought (installation or refund + compensation).
5. Step 5: File RTI. File RTI with the Department of Telecommunications (DoT) or TRAI asking for: (a) the license conditions for [ISP name] regarding installation timelines (and the TRAI regulation on broadband installation — the specific clause), (b) the number of complaints received against [ISP name] for non-installation (from [date] to [date] — and the action taken), © whether [ISP name] has violated TRAI regulations (for non-installation within the timeline — and the penalty imposed, if any), (d) the TRAI directive on broadband installation refunds (the timeline for refund — and the interest rate applicable), (e) the consumer grievance mechanism (the Nodal Officer's contact — and the Appellate Authority's contact).
6. Step 6: Consumer complaint. (a) file a complaint with the Consumer Disputes Redressal Commission (the non-installation is a deficiency of service — and the non-refund is an unfair trade practice), (b) the Commission can order: (i) full refund (with interest at 12% per annum), (ii) compensation for harassment (Rs 5,000-25,000), (iii) compensation for loss of work/business (if the consumer lost work due to no internet — with proof), (iv) costs (Rs 5,000-10,000), © Example: Refund Rs 5,000 + interest Rs 300 (2 months) + compensation Rs 15,000 + costs Rs 5,000 = Rs 25,300.
7. Step 7: Banking Ombudsman. (a) if the payment was made by credit card/debit card/UPI: file a chargeback (with the bank — for “services not rendered”), (b) the bank can reverse the payment (if the ISP does not provide proof of service — within 30 days), © if the bank does not process the chargeback: file a complaint with the Banking Ombudsman (who can order the bank to process the chargeback), (d) if the payment was by cheque: stop payment (if the cheque has not been cleared — or demand a refund).

See Broadband Not Installed and Find PIO.