He acquired a second connection in 2002. However, from 2010 onwards, the service began to deteriorate. Despite this, he added two more connections in January 2012 and October 2013, becoming a costumer with four connections.
According to Arya, the problems worsened, with frequent instances of no mobile signal, which prevented him from receiving or making calls. Even when a call connected occasionally, the voice was unclear. He claimed he faced significant hardship when he couldn't contact a doctor during a medical emergency. He also complained about difficulties in completing online transactions because the one-time password (OTP) was not received in time. Terming this to be a deficiency in service, Arya filed a complaint with the National Consumer Disputes Redressal Commission against Bharti Airtel, the Union of India through the Department of Telecommunication (DOT), and the Telecom Regulatory Authority of India (Trai).
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