Airtel Web Based self care services for Prepaid Customers Not reliable : Our Experience

Some time back TRAI has released guidelines that stress on transparent billing for Prepaid subscribers and Airtel has proudly launched an online My Account self care service portal for Prepaid subscribers stating First of it’s Kind experience to Prepaid users.

Now that it seems like they have launched it just for name sake and forgot it’s maintenance to keep it running smooth.

Users have been facing many issues with Airtel My Account, Create My Plan and some of it’s web pages(infact web applications) quite a long time which Airtel’s IT team is not bothered to fix.

airtel page myaccount

Most of the time for  Airtel My Account we get Server errors and for create myPlan application we get javaException errors.They randomly work at times. We have been seeing this since past 3 months. Till now Airtel or its IT team has not bothered to  fix the problem.


and as soon as we enter myplan page we will get a greeting message saying – Error getting information. We wonder what information the page is trying to get :p and Session Expired (I know technically what is a session and how it works) messages.

Airtel MyPlan

Manage Services :

manage services postpaid

home airtel

If we are correct from the errors we can see that the IT of Airtel is handled by *IBM, one of the reputed MNC’s failed to maintain Quality standards in providing Quality Services to another reputed Telecom giant.

We wonder if the IT Provider has tested everything before deploying them live on their servers or just hurriedly delivered their deliverable and how did Airtel accepted this quality delivered to them? Does anyone in Airtel atleast care to use the services are see what customers are going through ?

PS: we have tested with Chrome,Firefox with/without clearing cache or browsing data.Dear IT team, technically if you are still interested i am using the below browser versions.



Only Airtel and that IT company should know whats the quality of Services they accepted on their service agreements.



We have forwarded the issue to Airtel’s Officials and lets see when will the issues be fixed.

Dear Airtel users have you faced these issues while browsing information on Airtel Website? If so whats that strange Exception greetings have you received? Let us know via comments.

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  • airtelsux July 1, 2014 7:01 pm

    Airtel selfcare portal sucks…wonder what kind of IT guys these morons employ. This is the case since its inception and one wonder if this airtel gives any importance to quality control. One should constantly employ people to surf around their website and detect problems that may be experienced by customers. This airtel portal is first of all slowest to open. Then again, constantly logging you out randomly when you click any links. Then currently, none of the links in the selfcare portal is opening, it shows endless strings of alphabets and digits in the address bar and gives error at the end of loading. Not possible to view your current subscription; not possible to change package; not possible to recharge from within the selfcare portal. Airtel is an IT company and one would expect them to maintain state of the art web portal. Really guys, airtel you suck big.

  • Palanivel February 19, 2014 4:52 pm

    Yeah, i am also facing these same problem very long time.

    not only prepaid service, digital TV and all online service from airtel is very poor and always shown error.

    Airtel have to look on it!!!!

  • The Cop (Kolkata Circle) February 18, 2014 4:01 pm

    I have not faced any problem like this. In fact “Airtel My Account service” is really good, responsive and updated.

  • Daksh February 16, 2014 5:10 pm

    Airtel is offering free modem and 500 cash back if we book broadband online.
    But when you fill the form and proceed for payment it always give a error message.
    (Was booking for punjab plans)
    it works for delhi connection

  • Linto February 16, 2014 2:36 pm

    Yeah, when i tried to open the services right now, i am facing the same problem, Server error!

    error reports request of data from unknown server! its a problem with their Authentication to database! Problems with the security protocols!

  • Ramalingam K February 16, 2014 9:01 am

    I am an Airtel prepaid customer and I am using the selfcare portal and I found no problem with it. I can see balances, last five transactions and recharges and they are accurate. May be there is some problem with My Plan of postpaid.

  • Kunal February 15, 2014 9:48 pm

    Experienced the same a few weeks ago, wanted to check what plan my frnd was using and some other stuffs but the site just kept giving random errors like the ones mentioned above

  • Saurabh February 15, 2014 8:39 pm

    I agree that Airtel My Account service has problem since 3 months and as I use it regularly or even daily, I know about this problem. But one thing that can’t be denied that Airtel has the best My Account service which works on almost real-time basis. Every section either it be Last 5 transactions of VAS, SMS, Voice, Data, Recharge or balance information after recharge gets update very quickly.

    As per e-mail from Airtel, they told that it will be fixed within next 60 days and users will not face problems. But this is a technical thing so ups and downs will be there always. Even some pages on Airtel site like online recharge page don’t work after selecting circle as it shows nothing. Before it used to provide details of all the available recharges with recharge now button on right side of value.

    Idea don’t provide My Account service to prepaid users and they are lagging to far in IT. Before 3-4 months their USSD was not good but now they utilizing USSD well.

    • S.Sudhakar February 15, 2014 9:30 pm

      To all :

      Why are you depending on the website (for android users)?. Install ‘my airtel’ app from play store and see the account info and recharge online.

      • Rama February 16, 2014 1:36 am

        As far as I have seen the airtel my mobile app redirects the user to more or less the airtel website using the built in browser,so installing the airtel my mobile app is not gonna help because its more or less a common server.Its clearly mentioned in the article that “”users have been facing problems with airtel my account,create my plan and some of its web pages(infact web applications)””.So its more or less a common problem and has to be solved in the core.Installing the my airtel app is not gonna show you anything different,as its the same web page the user is redirected to.

  • Kaushlendra February 15, 2014 8:22 pm

    I faced lot of times false deduction by activating some services at the same time when I was using the portal or after few minutes when I used. Also, they never return the balance and used to say that you were activated this service using “my account” from our website at —time.

  • arun kumar February 15, 2014 6:07 pm

    same problem in airtel windows 8 app…. useless app

  • spiderman February 15, 2014 5:46 pm

    Lots of issues with Vodafone Selfcare portal & Mobile App also !

  • Charlie February 15, 2014 5:33 pm

    I have experienced similar problems with Airtel DTH ever since I moved here from USin 2011. It seems Indian companies put almost no forethought into systems planning especially online customer portals

  • Linto February 15, 2014 5:03 pm

    I am using the same feature, but I didn’t faced any problems yet!

    They are showing my temporary suspension date by next week even though I am using the connection actively , waiting 2 see what will happen. Since my number is a good number like a vanity number airtel is forcing me to do validity extension recharges every year since past 4years,

    but my friends with airtel numbers , they haven’t ever heard of validity extension recharges and they do not have to do the same.
    They do not even message the recharge denomination for validity extension but simply block the incoming and outgoing on a sudden , every year I have to contact customer care to know the validity extension denomination from any other numbers since I cant even call 121.

    I feel like they want to take back the number which they might had incidentally issued as non-vanity number! Airtel tricks,

    • Ashish February 15, 2014 6:56 pm

      Two words ” PORT OUT”

    • Saurabh February 15, 2014 8:32 pm

      @Linto, Don’t worry. Your number won’t get expired by the date mentioned there. I have 10 numbers added in my account that includes 2 mine and others of relatives and friends. On one of my numbers, temporary expiry was shown as Dec 18, 2013 but when this date passed, it changed to Not Applicable like it was showing for other 9 numbers. So nothing will happen to your number. :) Your validity will remain till date it is showing Main Account Validity. Temporary Validity is nothing.

  • TANMOY PAUL February 15, 2014 4:32 pm

    Not only this problem.There is a problem with the selfcare page for postpaid as well as DTH sections.There are a options to change myplans but the plan won’t happen..It will automatically give a service request number on it’s own and the plan change will be done within 4 hours..But nothing will happen.I have tried contacting the Airtel Presence team regarding this from past 4 months..They said they will Have a look and will let me know.But no response from them.Even in the DTH section the page looks like 1990′ s edition..And package change won’t happen. Looks like they are least bothered about all these.

    • ashish February 15, 2014 5:06 pm

      This may be because their 10 years of IT contract is expiring with ibm and it will be under transition to other companies I.e. tech mahindra and wipro. That could be one of the reasons. Since there servers will be under migration.