DU
reviews and complaints

i am writing this complaint as m severly dissapointed with services from du, i can't express my frustration in words, i was using a plan since months suddenly they change the plan and said it is expired. but i have to pay same amount as i was paying before.
i am being fool here, paying amount for something what i can't use.

gross and pathetic, i will discard my sim and won't use it ever again.

This complaint is relating to my account no. 1.20852866.

In mid January 2021 we were approached by a sales agent - one Ms. Rasheeda - on whatsapp and mobile, who said they were the authorized DU agents to provide DU TV packages. I was looking for a television service provider with certain specific channels, and this person told me that the DU TV has a complete package consisting of all the channels that we were looking for. I was only interested in the TV service and I was assured that once the connection is done by the DU technical team, the TV services will start immediately. Based on this assurance, I agreed to have the DU TV package installed. I told Ms. Rasheeda specifically that if the specific channels that I wanted were not there, I would not pay.

The package consisted of landline and internet as well. I did not want to change my landline and internet package from the existing service provider, but since it came along with the DU TV package, I said ok for the whole package.

On 13 February 2021, a technical representative of DU TV, Mr. Ahmad visited my house. He connected a set top box from Eagle TV to our TV and said all channels that we wanted will be available from DU on this box. He showed us the channel list on the screen. He said once the service is activated, a DU technician will visit us and set it up and then the TV service will become functional. Once it is functional, he said he would come himself or send someone to adjust the channels on the new set top box, so that we could start watching the TV channels that we wanted. He took a total AED 300 from us, saying AED 200 was for the TV Remote and set top box, and AED 100 was for installation. He signed as confirmation of receipt of money. He refused to give a formal receipt for this.

A couple of days later, a DU technician came and connected a receiver and a wifi router. He also gave an Amazon Prime set top box.

After that we tried contacting Ms. Rasheeda and Mr. Ahmad for several days and weeks but no one came to establish the final connection, so we could not watch the TV channels even for a minute.
When we finally complained to DU on 13 March 2021, it was revealed to us that the DU TV services are unavailable for the last several months in Karama area, and there was no way we could get any TV service from DU.

We have been fraudulently sold the DU TV service by your agents Ms. Rasheeda and Mr. Ahmad. This was done even when they knew that DU TV service is disrupted and not available in Karama. Even the DU technician who came to make the TV service functional must have known that in Karama area DU TV is not operational, yet he also did not inform us about this.
Given that the DU TV service was sold to us fraudulently and not made operational even after a month, and we could not see the TV channels we wanted to, not even for a minute, I have already lodged a complaint with DU on 13 March 2021 that we wish to cancel the TV service, and the entire package comprising internet and landline as well, which, as said before, I agreed because it came as a package along with the TV service.

Note that this cancelation is because of a fraudulent sale of a service knowing that it was not available in our area, that the service was not made operational, and therefore we could not watch the TV channels even for a minute! This cancelation is not because I as a customer changed my mind because I did not like the TV channels. I was sold something fraudulently which I would not have bought had I known that the service was not operational! This whole incident also reflects badly on an organization like DU, which allows such fraudulent sales to happen from agents who are associated with DU!

I therefore want DU to do the following:
1. Collect your router and other equipment brought by your technician, as well as the TV set top box and remote brought by your agent Mr. Ahmad.
2. Refund me the cash amount of AED 300 fraudulently collected by your agent Mr. Ahmad.
3. Ensure that no future bills are sent to us. I have already paid the bill of AED 157.05 relating to February 2021 internet and landline. You will note from your technical infrastructure that we have disconnected everything since the last several weeks. No TV, no internet router/modem, and no landline.

PORUS PAVRI

This is in regards to my Du Business Account 6.151225
* I had applied for additional trunk lines on my business landline back in January 2021 and today 5th April 2021 I still don't have my trunk lines.
* There was a mistake from Du where a new landline number was installed along with trunk lines on the new number which I did not apply for instead of simply installing trunk lines on the existing number. I raised the complaint to deactivate it, Du kept delaying the action and finally billed me for it until the new lines were deactivated. So, now I'm billed for Du's error.
* I raised a complaint explaining my situation with several people at Du but till date I don't have a solution except a response that the matter has been escalated and urging me to pay the bill to avoid temporary disconnection of my services.
* I raised additional request for a new SIM Card back on 30th Mar 2021 to the Commercial's team attaching all possible documents required for the application, yet, today on 5th April 2021 - 6 days later, I still receive a response stating that my Establishment Card is under the process of being updated in Du system and that my application can only be processed after this.

It is very unfortunate that Du treats their customers with absolute negligence probably because my business is too small for Du. Hence sadly, I am under the mercy of Du and its system to operate my business and that I don't have a chance to even contest if I'm being charged unreasonably because of an error from Du.

I hope and pray that my concern is heard by someone who can take some action to fix my issue and have these sorted out so that I can focus on running my small business and not waste any more time on such concerns.

this is the worst service ever! I've been charging 30AED for mobile content for almost a year and when i complaint 100 times they said will cancel it and refund 3 month ONLY ! really !,

second thing : i was promised a discount and tailor package to me from the retention team as i was about to cancel the service after one year without a reminder or call or even SMS, the bill came so high and as usual i called them and as always same attitude and same thing repeating and repeating again " we will raise a complaint and they will call you within 48 hours" then my line get disconnected and i called them again after 48 hours, they said we tried to reach you and there was no response and we close the complaint WHAAAT ! i swear i never received a call and this lie they keep using and using it again . it was the worst and bad decision i made to stay with this carrier

i want to unsubscribe mf

Du telecommunication is always giving me a high bill against the agreed bill in my prepared line. Example my bill is d 150 but du will send my bill as d238. I have called their customer care timeless, I have chat with the live chat crew. The all say the same thing. "Oh please we are so sorry the system opt you in some app, kindly pay this month bill the balance will be refunded in the next bill" only for the next bill to be 211. I call again they said the same thing oh this time it will not happen again because we have disconnected your line from that thing. Next bill comes still above 150. This was the case in 2019, I had to pay the extra charges to disconnect to prepare in others to stop the extortion only to fall back to it in 2021.
I will drop du telecommunications and will never refer their services to anyone. Bill

my Du TV setup Box always Hangs out.

Du's technical team is intentionally delaying their site presence requirements and support, if any, required at the places where their OFCs are cabled and providing Etisalat's service as well based on their bilateral agreements. They treat Etisalat customers like born enemies and intentionally delaying their support to forcibly change the customer's to Du from Etisalat. This unethical competition causes hardships to the customer and unavailability of internet service for many more days than required time.

My name is Mohammed holding Du number [protected]

I have requested a clearance letter from your branch at al-ain mall, and they direct me to cancel my number, business, and convert it to personal. in addition to pay one month penalty for the cancellation...
After that, and despite repeated query and emails to the clearance section for my clearance, no body help me. even through you call center, the only thing I have got it is the promising...

I need a senior leader call me at my number and explain the unusual bad customer service, and to help resolve the problem

Pathetic Pathetic Pathetic
DU just sucks money from the customers
Yesterday I went DU office they said 308 is pending, then you can cancel the number, today i paid and went again so they asked for 400 more. Wow, worst experience with DU
Even I confirmed with yiu call center they didn't inform me even.

It's a disaster I am without cneection since yesterday and all they say it's will be restored
The technician lied to me and customer service don't know anything they just keep you ok hold for nothing they impacted my work and I lost lot of precious time
I am still waiting for them to restore the connection I am so disappointed with the level of service and I regret deeply changing from Etisalat to do it s was definetly a very bad decision
Du is hiring very low level people unqualified and they lie all the times

Customer service from Du can hardly get worse. They just don't know how to solve the most common requests.

1. I upgrades my package personally at Du store and received e-mail and sms confirmation. Normally a technician should be coming to install the new router, however I wasn't able to book it immediately. Then after some time I called to request for this technician and 3 of call center officers were not able to do this simple task. They were telling me that I don't have any upgrades and I should purchase a new package in order to receive a new device and technician visit. And this 3 times in the row! Finally I called again and on my 4th attempt it was done. Just crazy.

2. Few months ago same thing, I was trying to update my Emirates ID, went 3 times to the store and called several times the call center and they were still not able to update it. Pretending it's not valid. How an Emirates ID issued by UAE authorities might be not valid? Then I raised a complaint with Du, still nothing. Then another complaint wit TRA and miracle! It was done within 48h.

Completely flabbergasted with the inability of Du to communicate with customers and resolve issues. I opted to get a wifi connection in my house from Du. The individual came to my place to take my details and signature on contract. Mentioned also that it will be installed on the 1st of February. No one came and no communication was done. I had to call them multiple times and finally they told me the schedule is for the 4th. This was infuriating as I work for a hospital which is in crisis mode and Du put all my work in jeopardy! Even as I am writing this, the issue is not resolved! They have been saying the same thing for two days! Mind you when I call I am a ‘Premium Customer' I can only imagine how they treat other customers! Worst service I have ever encountered!

Till 4 day I have problems. My out going call blocked. Every day I am going to du counter. They're saying 24 hours will update. Also I am call to du customer service. They said same. 24 hours will update. Where i need to call. I don't have any pending bills. Where i need to complain. What is the service I am getting from DU

I have a post paid connection [protected]
I am not reciving any calls on this number since yesterday. Went to the center in mirdiff city center complained and i was told it will work and it still is ny. Worst is i am able to call and a different number getting diaplayed which is not my number. No1 is able to help me. Ridiculous and most ineffective customer service which doesnt care about customers at all.

Hello,

I am formally requesting you to stop my phone number [protected] as i am no longer in Dubai. I exited dubai in 20/02/2020. I have sent multiple Emails from December 2020 to close/cancel the phone account and none has helped me.

This is why i have formally writing a letter to the Dubai Police to help me sort the issue out and to keep you in trail about the negotiations for future reference.

They have finally asked me to pay the pending amount for the current month which is 37.5 AED.

So, I have paid the requested amounts of AED 37.5 ( Unpaid amount ) along with an additional amount of AED 25 + 5% VAT for the next month which makes it a total of AED63.5.

I have paid a total of AED 65. Please find attached the receipt of the payment.

I am attaching my passport copy, Emirates ID scan ( supposedly not valid anymore ) along with the receipt of the payment which was made.

My alternate contact number is my australian number which is +[protected].

I am not using the Du mobile SIM card anymore so I won't be available on that anymore please contact on the alternate number provided or by email for any further information.

I would not be paying anymore additional payments. I have already paid 65AED which is more than the current required payment.

Please Help me resolve the issue at the earliest.

Hi,
Kindly want to make my a complain about my du number [protected] that was migrated to postpaid without my consent.
This happened since last year and my line hasn't been active ever since then.
Many complains have been lodged by me and to date nothing has been done.
I have lost so many business contact as a result of this.
All efforts to migrate my line back to prepaid has proved abortive.
Please i need an immediate response and action on my du line [protected]
Name: Blessing Femi, Olugbogi
Country of residence: United Arab Emirates.
Number: [protected].
Thank you.

My sim is suspended im not used postpaid sim why im getting bill which I not used

I am facing issue with recently migrated postpaid connection from prepaid. I was very apprehensive before migrating as in prepaid we have track of what we are spending. But in case of Post paid especially DU, they have strategy of charging extra without subscribers knowledge saying we clicked on some message or Ads and if the subscriber complain (a very few people who are cautious and keep a track on the bill), they will say that it will be looked into and will be refunded in next billing cycle but we need to pay now to keep line active. Infact their own call centre employees ask you to message to incorrect numbers with message stating that it can stop all the 2nd or 3rd party services which is activated. I have already seen people experiencing this unscrupulous activity. This should be stopped at once. Please help. I can't reveal my number but this is true.

I have requested for upgradation of my home internet plan in 27 th December 2020, and i was told it will be done within 1 day.
Now today is 8 th Jan 2021 and i am still waiting for that even though i have been calling them twice in a day but their answer is same.
It ks extremely disappointing they have made fun of their customers.
I never recommend to anyone to use their services.