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DT H (airtel service ) not working

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I AM HAVING AITEL DTH CONNECTION AND HAVE PAID FOR IT TILL NOVEMBER 2017 (YEARLY ADVANCE PAYMENT) MY AIRTEL ID NO IS 3006515611. NOW THIS SERVICE IS NOT WORKING AND I HAVE INFORMED THE AIRTEL CONCERNED DEPARTMENT BUT THEY ARE ASKING THE EXTRA MONEY TO RECTIFY WHERE AS MY SET OF BOX IS ABSOLUTELY NORMAL.WHAT IS FAULT OF CUSTOMER AND WHY COMPANY IS ASKING FOR EXTRA MONEY TO RECTIFY.
I DON'T KNOW HOW MANY DAYS I HAVE TO WAIT TO GET RECTIFICATION
V K ARORA