One of my clients recently had a case which I am explaining below and if you are stuck in such similar situation, here is what to do.
Note: Due to attorney-client privilege, I cannot disclose complete case details or identify the actual parties involved. However, I am sharing the essential facts and legal approach so that if you find yourself in a similar situation, you can understand the available solutions and legal remedies.
TL;DR: When an internet service provider fails to fix recurring faults despite repeated complaints, you can file a consumer complaint before the District Consumer Disputes Redressal Commission. The law entitles you to compensation for deficiency in service, a refund of unused charges, and even damages for harassment—provided you've documented every attempt to get the issue resolved.
Key Facts of the Case
- The client, a resident of Indore, had been using ACT Fibernet for nearly four years before the trouble started.
- Starting around 5 June 2025, the broadband connection began dropping intermittently, with the router showing a red LOS (Loss of Signal) light that killed the internet completely.
- Four separate service requests were lodged — on 5 June, 12 June, 14 June, and 18 June 2025 — but either the technician didn't show up or the fix lasted barely a day.
- The client called customer care over 40 times, sent more than 20 emails, and had the matter escalated to supervisors at least 10 times — all without a permanent fix.
- A disconnection request was finally raised on 22 June 2025 after the client lost confidence in the provider's ability to deliver reliable service.
- Despite the disconnection request, the company continued to bill for the following cycle and refused to refund the security deposit or compensate for the downtime.
- The client then approached the Chamber of Advocate Sudhir Rao, who has significant experience handling telecom deficiency complaints — earlier efforts with a general practitioner had stalled.
The Direct Legal Answer
What can you do when your ISP fails to fix repeated disconnections?
File a consumer complaint under the Consumer Protection Act, 2019. Recurring internet outages that remain unresolved after multiple service requests amount to a clear case of "deficiency in service" under Section 2(11) of the Act. The District Commission can direct the company to restore the service, refund the charges, and pay compensation for the mental agony and inconvenience you've suffered. And here's the thing — you don't even need a lawyer to file the complaint, though having one who knows the procedural shortcuts certainly helps you avoid unnecessary delays.
Is switching to another ISP the right move, or should you keep giving the current provider more chances?
Switching to a new provider is purely your call. Legally, it doesn't weaken your existing case — you can still pursue a consumer complaint for the period when the service was deficient, even after you've moved on. A customer who waited too long before acting found their compensation reduced because the forum viewed the continued payment of bills as implied acceptance of the substandard service. So if you've already requested disconnection, document that clearly and stop paying for a service you aren't receiving.
Advice in Such Cases
Consult with Lawyer: The very basic and important step to start is talk to Lawyer / advocate. You should not hesitate in paying his consultation fee i.e. might be in range of Rs. 10,000 to 50,000 depends case to case. He is helping you in this situation to come out. He is expert in the domain and can help you explain the procedure which you might have never explored. A good lawyer can get the issues resolved much faster than you think.
Before you walk into a lawyer's chamber, gather every scrap of communication — call logs, emails, service request numbers, screenshots of the red LOS light. These become the spine of your case. A common trap is letting the company sweet-talk you into "just 2-3 more hours" repeatedly; once you've given them a reasonable opportunity (say, three genuine attempts), stop waiting and start documenting. Be aware that consumer disputes involving technical evidence — like network logs and signal loss patterns — benefit greatly from an advocate who has handled similar telecom matters before. The procedural nuance of what evidence the forum finds persuasive isn't something every general practitioner deals with daily.
Applicable Sections of Law
The Consumer Protection Act, 2019 is your primary shield. Section 2(11) defines "deficiency" as any fault, imperfection, or inadequacy in the quality of service. Section 2(47) covers "unfair trade practice", which can include making false assurances about service quality. When you file, you'll invoke Section 35 that empowers the District Commission to grant relief — including removal of deficiency, refund of price, and compensation for loss or injury. For the jurisdictional aspect, Section 34 sets pecuniary limits: up to ₹50 lakh goes to the District Commission, between ₹50 lakh and ₹2 crore to the State Commission, and above that to the National Commission.
Jurisdiction — Where to File the Case
Consumer complaints are filed before the District Consumer Disputes Redressal Commission that has territorial jurisdiction over the area where you reside or where the service provider's branch office is located. So if you live in Indore, the District Commission in Indore is the right forum — provided your claim doesn't exceed ₹50 lakh, which in a broadband disconnection matter it almost certainly won't. Pecuniary jurisdiction is straightforward: calculate the total value of the defective service plus the compensation you're claiming, then match it to the Commission's limit. Filing in the wrong forum invites a dismissal on technical grounds, which can cost you months.
Limitation Period
Under Section 69 of the Consumer Protection Act, 2019, a complaint must be filed within two years from the date on which the cause of action arose. That clock typically starts when the deficiency first occurred — in this case, the date of the first unresolved disconnection. If you miss the deadline, you can request condonation of delay by explaining the reasons for the hold-up, but forums are strict about this, so don't rely on leniency. Mark your calendar.
Interim Reliefs Available
Consumer forums can pass interim orders to protect your interest while the case is pending. For an internet disconnection matter, you might seek an interim direction to restore the service immediately if you still need it — though that's less useful after you've already switched. More commonly, you'd ask for an order restraining the company from disconnecting further pending lines or from collecting charges for the disrupted period. These interim reliefs come under the forum's inherent power to grant such orders as may be necessary. And make no mistake, getting a quick interim order often pushes the company to settle.
If You Are the Victim
- Immediately screen-record or take timestamped photos of the red LOS light and any error messages — this is your frontline evidence.
- Log every service request with its SR number, date, technician name (if any), and the outcome — or lack thereof. A simple spreadsheet works.
- Send a formal legal notice to the ISP's grievance officer citing deficiency; many companies fold at this stage just to avoid litigation.
- File a complaint on the National Consumer Helpline portal — it's not a substitute for the consumer forum, but it creates a government record of your grievance.
- Stop paying for a service that isn't being delivered, and cancel any auto-debit mandates immediately.
Documents You Must Keep Ready
- Aadhaar card or other government-issued identity proof.
- Copy of the service agreement or the latest bill showing your customer ID and plan details.
- Service request numbers, dates, and any SMS or email confirmations from the company.
- Call logs showing the number of times you contacted customer care, especially the calls that lasted over 30 minutes.
- Screenshots of the router's LOS light and any speed-test results taken during outages.
- Emails or chat transcripts with the support team, especially those that promise resolution within a specific timeframe.
- Bank statements reflecting the payments made for the period of deficient service.
- A written record — even a word document — of all interactions, with dates, names, and what was said.
What Evidence Is Required?
- Primary evidence: screenshots of the LOS light, timestamped network downtime logs from your router's admin panel, and any third-party uptime monitoring reports.
- Audio recordings of calls, provided you've informed the other party that the call is being recorded; secretly recorded calls may not be admissible but can still be persuasive.
- Written communications: emails and chat transcripts where the company admits the fault or makes hollow promises. These are crucial.
- Technician visit slips or job cards, if any were left behind, showing what was supposedly "fixed".
- Witness statements from family members or neighbours who experienced the same outage with the same ISP — this strengthens the pattern.
- The disconnection request acknowledgement, if you have one, proves you sought to end the service and weren't just ignoring the problem.
How Courts Typically Approach Such Cases
Consumer forums deal with these complaints briskly. They look at whether the service provider was given a fair chance to fix the issue, then at the consistency and credibility of the evidence. If you can show that the company repeatedly sent unqualified technicians, closed tickets without resolution, or kept making false assurances, the forum is likely to find deficiency. The compensation awarded is usually modest — enough to cover the refund and a token amount for harassment — unless you can demonstrate actual financial loss, say, if you lost business because of the downtime. So quantify that if you can.
Timeline of Legal Process
- Sending a legal notice: 15-30 days for the company to respond. Many matters settle here.
- Filing the complaint and admission: 1-2 weeks from filing, the forum may admit the case or ask for clarifications.
- Notice to opposite party and their reply: roughly 30-45 days after admission.
- Evidence and arguments: another 2-3 months, sometimes faster if the forum pushes for a quick disposal.
- Final order: 3-5 months from the date of admission, as the Act mandates disposal within 3 months where possible, but realistically 6-8 months total from filing to order.
- Execution: if the company doesn't comply, you'll need to file an execution application, which can take another 2-3 months.
Understanding the Costs
The total cost of a matter like this varies significantly from one case to the next — it depends on the complexity of the dispute, the forum involved, the number of hearings, and the specific facts of your situation. There is no single fixed figure that applies to everyone.
A professional advocate can give you an accurate estimate only after reviewing all your facts and documents in a consultation.
Can the Matter Be Settled Out of Court?
Absolutely, and it often is. Once a legal notice goes out, the company's legal team frequently reaches out to negotiate and close the matter quietly. Mediation through the consumer forum is also an option — the forum can refer the case to mediation at any stage. If you're willing to accept a refund, compensation, and a clean disconnection, a settlement deed can be signed, and the complaint withdrawn. For consumer disputes, Lok Adalats are another route, though they're more common for cheque bounce or insurance matters. The big advantage of settling? You avoid the 6-8 month timeline and walk away with something concrete.
Common Mistakes People Make
- Waiting too long to act — the limitation clock is running, and evidence gets stale.
- Deleting call records and screenshots after the issue seems resolved, only to have it flare up again with no proof of the earlier outages.
- Continuing to pay bills for a non-functional service, which the company later argues amounts to your acceptance of the service quality.
- Relying on verbal assurances from technicians — never accept a fix without a written job closure note or an email confirmation.
- Filing a complaint without first exhausting the company's internal grievance mechanism; the forum may ask why you didn't give them one last chance.
- Engaging an advocate who doesn't regularly handle telecom deficiency matters. Domain-specific experience means knowing exactly which forum to approach, what evidence the forum values most, and how to counter the company's standard defences — things a general practitioner may not be fully versed in.
FAQs People Normally Have
Can I claim compensation for mental harassment alone?
Yes, consumer forums frequently award a modest amount for mental agony and inconvenience, especially when you've been on hold for hours and got the same scripted replies. But keep your expectations realistic — it's not a lottery.
Do I need a lawyer to file a consumer complaint?
You don't. The process is designed to be simple enough for a layperson. But having an advocate who understands the procedural gates — like how to frame the complaint to avoid rejection on technicalities — can save you months.
What if the ISP says the problem is my router, not their line?
The burden shifts to them if you can show that the router works fine with another connection or that their technician previously acknowledged a line fault. That's why documenting every visit matters.
I already disconnected. Can I still get a refund for the bad months?
Absolutely. Disconnection doesn't extinguish your right to claim for the period when the service was deficient. The forum can order a refund of charges paid during the outage period, even if you've moved to Tata Play Fiber or any other provider.
How long does the entire thing take, realistically?
If it doesn't settle early, around 6-8 months from filing to final order. Execution might add a couple more months if the company drags its feet.
This article is general legal information, not legal advice. Consult a qualified advocate about your specific situation.
Advocate Sudhir Rao, Supreme Court of India