Srinagar, Aug 28, KNT: At a time when people in Kashmir are grappling with the threat of floods and anxiously relying on communication networks for safety updates, telecom giant Bharti Airtel has come under severe criticism for failing to keep its services operational.
For the third consecutive day, Airtel subscribers in the Valley have been left stranded as both mobile calling and internet services remain disrupted. The blackout has caused widespread anger, with lakhs of customers accusing the company of failing them in a time of dire need.
The frustration deepened on Thursday when Airtel sent text messages to users acknowledging that its Wi-Fi services were experiencing “technical issues” and disruptions may continue till 4:30 pm. The message, instead of reassuring people, drew sharp criticism from subscribers who said the company’s incapacity to provide uninterrupted services during emergencies had left them depressed and cut off from their families.
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With a large customer base in Kashmir, Airtel has traditionally enjoyed significant market share. But its failure during a crisis when connectivity is most vital has triggered outrage. Many users complained that while other operators were at least partially functional, Airtel had “completely collapsed” at a time when the public was depending on communication networks to track weather updates, access advisories, and reach loved ones.
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Subscribers expressed resentment that in the aftermath of the 2014 floods, telecom providers had promised stronger disaster preparedness, yet Airtel’s collapse showed no lessons had been learned. “We are paying for a service that vanishes the moment people need it most,” a subscriber in Srinagar told the news agency Kashmir News Trust.
The disruption has also affected relief and rescue coordination in flood-prone areas where Airtel users form a large share of the population. Locals called for immediate intervention by the government and the Telecom Regulatory Authority of India (TRAI) to hold the company accountable for service failure during a humanitarian crisis.
For now, Airtel’s patchy responses have only added to public anger. As the flood threat recedes, the company faces mounting pressure to explain its incapacity and reassure its vast subscriber base in the Valley that such failures will not be repeated. [KNT]
