Jamshedpur: Airtel prepaid customers face SIM lock woes, thousands affected

Mail News Service

Jamshedpur, April 8: Thousands of Airtel prepaid customers find themselves in distress as their mobile services have abruptly ceased. These customers are unable to make calls, access the internet, or even make payments through the mobile app. The cause of this disruption? Their SIM cards have been locked. Upon reaching out to customer care online, they are instructed to undergo SIM verification or complete KYC procedures. Without these steps, their mobile services cannot be restored. Unfortunately, many customers have not received any notification about this issue, leaving them stranded without access to their mobile services.

Those who visit Airtel stores seeking assistance are often asked to provide the message received regarding the SIM lock. However, not all customers have received such messages, complicating the resolution process. Without the message, they cannot obtain the necessary OTP required to proceed with the verification process. A frustrating cycle ensues as customers are unable to receive OTPs due to their phones being switched off.

Airtel store staff members express their helplessness in addressing the issue without the requisite message. They emphasize the importance of this message for generating OTPs and subsequently unlocking the SIM. Despite customers’ visits to multiple stores in search of a solution, their problems remain unresolved.

In attempts to rectify the situation, customers are informed that they must submit Aadhaar details for verification. However, this process involves obtaining approval from higher authorities and the purchase of a new SIM card. Customers express frustration at having to pay for a new SIM card, especially when they have already undergone Aadhaar verification in the past.

When questioned about the contradictory instructions received from customer care and the challenges faced at Airtel stores, staff members attribute it to misinformation and the complexities of online service protocols. They cite government mandates as the reason behind the SIM verification process, thereby absolving themselves of any responsibility in the matter.