CASE FILE 2026/PR-0001 · OPEN 27 OCT 2026
Independent consumer record

Prepaid plan active.
Number suspended.

A documented account of one customer's dispute with Reliance Jio. The plan is valid until 10 December 2026. The number is suspended and a postpaid bill is shown against it. This is the full record, published on 27 October 2026.

The full record is published. Scroll down for the timeline and evidence.
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Latest update · 27 Oct 2026, 11:56 PMOn a further call to the operator helpline (198), the customer states that an operator answered, said the call would be passed to a senior, and then no one came on the line. The customer states this happened three times, and that the third time the operator stopped speaking while the line stayed open. The call has now run for more than 2 hours (Exhibit E).

Key facts at a glance

Three facts, each described in the evidence below. Personal identifiers are removed.

Prepaid plan

Valid till 10 Dec 2026
Unlimited voice and 1000 SMS, unused, shown as an active plan.

Account status

Suspended
The account screen asks to clear dues to reactivate services.

Dues shown

₹315.73
The customer states this number has only ever been recharged as prepaid and that no postpaid bill was ever paid on it.

Evidence on record

Described from screenshots captured on 27 October 2026. The originals are held by the author and can be shared with Reliance Jio or a regulator on request.

Exhibit A

Active plan

The plan screen lists an active prepaid plan. It shows the expiry as 10 Dec 2026, 05:30 PM, with Voice: Unlimited and SMS: 1000.00 left of 1000.00.

Exhibit B

Account status

The account screen shows a red SUSPENDED label and ₹315.73 due, with the message "Your account is suspended. Please clear dues to reactivate your services." and buttons for View bill and Pay now.

Exhibit C

Call log, 27 Oct

The phone's call log for the operator helpline (198) shows four outgoing calls that day: 11:37 AM (no duration recorded), 12:19 PM (18 min 53 s), 1:18 PM (13 min 43 s) and 3:19 PM (21 s).

Exhibit D

Post-call SMS

Four SMS messages from Jio care asked the customer to rate the care experience or share feedback. None contains a complaint or service request number.

Exhibit E

Open call, 27 Oct, late night

The phone's in-call screen for the operator helpline (198) shows an elapsed call time of 01:44:15, with the status bar clock reading 11:38. The customer states that an operator answered, said the call would be passed to a senior, and then no one came on the line; that this happened three times; and that the third time the operator stopped speaking while the line stayed open. The customer states that at 11:56 PM the same call had run for more than 2 hours. The final duration will be added from the phone's call log once the call ends.

Timeline

As recorded by the customer. Times are IST.

  1. 21 OCT 2026

    The customer posts publicly that a prepaid number has been billed as postpaid, and contacts JioCare on X. Contact details are shared through private message at the company's request.

  2. 22 OCT 2026

    The customer reports by private message and publicly that outgoing calls are barred despite an active prepaid plan.

  3. 23 OCT 2026

    The customer posts that the account has been suspended although the prepaid recharge is valid.

  4. 27 OCT 2026, 11:12 AM

    The customer posts the plan and account screens (Exhibits A and B), showing validity to 10 Dec 2026 and a suspended account with ₹315.73 due.

  5. 27 OCT 2026, 11:37 AM to 3:19 PM

    Four outgoing calls to the operator helpline (198). Recorded talk time on the three connected calls totals about 33 minutes. The customer states that no complaint reference number was provided despite being requested (Exhibits C and D).

  6. 27 OCT 2026, 2:43 PM

    JioCare replies publicly asking the date of payment. The customer replies that the number is on an active prepaid plan, that the customer has already messaged multiple times, and asks what payment is being requested.

  7. 27 OCT 2026, evening

    This record is published. Status at publication: number still suspended, to the customer's knowledge.

  8. 27 OCT 2026, 11:38 PM

    On a further call to the operator helpline (198), the in-call screen shows an elapsed time of 1 hour 44 minutes 15 seconds. The customer states that an operator answered and said the call would be passed to a senior, that no one then came on the line, and that this happened three times. The third time, the operator stopped speaking and the line stayed open. At 11:56 PM the customer states the call had run for more than 2 hours (Exhibit E).

Questions for Reliance Jio

Plain questions that a customer is entitled to have answered in writing.

  1. Why is a number on an active prepaid plan, valid until 10 December 2026, shown as a postpaid account with dues?
  2. What is the ₹315.73 charged for, and under what plan or consent?
  3. Why was the number suspended while a valid prepaid recharge is in place?
  4. Why was no complaint or service request number issued across multiple calls and messages?
  5. Why did a helpline call stay connected for over two hours, after the customer was told three times that it would be passed to a senior, with no one speaking to the customer?
  6. What is the written timeline to restore service and withdraw the bill?

Right of reply

Reliance Jio is invited to respond. Any response received will be published in full and unedited, and this page will be updated immediately if the issue is resolved.