DU
reviews and complaints

Dear Du Team,

I'm writing to express my dissatisfaction with DU service I obtained regarding our account number 6.132433 under company name Al Mothaberoon building contracting LLC, what specifically prompted my dissatisfaction is the arbitrary delays for company sim card and account activation.

Please be inform that we submitted all the required documents dated 16th November 2022, under Reference No. 1-4YA4R5TR

We called DU customer care but they refused to give proper solution.

Please be aware that we lost 2,000.00 AED as a result of the delay.

The bad service and lengthy process have greatly angered me.

Due service is definitely the worst, today morning I just charged my phone balance since I have an urgent call to do and so I tried normally to place a call and my balance showing me 0 AED! And when I called the customer service they asked me to wait 5 minutes and then I called a gain and they told me to wait 15 minutes. And I know eventually I will keep losing my money by keep calling them and by not get refund!

And that’s definitely not the first time.

Hello,

Reference No: [protected]

I have made an online postpaid payment on du number: [protected] instead of [protected] by mistake. Although I contacted the wrong number person to make sure the payment got credited or not, he refused that he did not received any payment on his number and his connection is prepaid. This was the email sent from du: [protected]@gmail.com for the payment. My contact number is [protected].

Please do the needful and update me on this case.

Thanks & regards,

Sajib Iqbal

Hi

I'm already cancelled my 4g Homewifi plan on 31st oct-2022

customer care they given reference number 1-[protected]

After that also again they charging every month without using 3 month I have paid amount 900Dh to Du service

No one picking call in Du costumer care number 155 its waisting of money to buy such products in DU telecom

No care about customers they need only money from customers

I'm very Disappointed from Wireless 4g Homewifi

So dissatisfied with Du, the customer care is non existent.

Even after so many calls and follow ups they do not care to provide any support.

If you don’t give a positive rating after speaking to a customer care agent, then forget about customer care team even taking any action. They only want your positive ratings and then only you can expect the customer care team to followup on the request.

The only other thing they care about is to sell their home internet plans and when the customer is not satisfied with the service they don’t bother to care.

Unfortunately in my home area only Du is available for home internet service, if given an opportunity I won’t think for a second to change my plan to other Internet service provider.

says 5G but lags.. got better 5G from etisalat.

Promised add ons doesn't really work - false advertising.

contacted customer service (onsite / phone call / online / via app) doesn't give a fix.. different people answering the same response "sorry for the inconvenience..." "we have escalated..."

but up to now, issue has not been fixed.

can give negative review if at all possible.

NOT recommending this to anyone.

My token number came on the screen and immediately I went to the counter, but the officer at counter 2, told that he didn't press the button. So I missed my chance after a waiting of 40 minutes abd branch manager at the help counter didn't help !

He told me to take another token and wait. Waisted an hour here.

01.11.2022, 3.05pm

VERY VERY BAD SERVICE

Hello,

My name is Hardik and I am existing customer of DU with the services of Mobile service and home wifi connection since couple of years.

Now I really fed up with your poor communication channel and service.

I had a home WiFi connection (1.[protected]) which I requested to cancel it on 29th July'22 via email and customer service. I was expecting to get a call in 48 hrs but no one contacted.

On 4th I visited the DU store and paid the amount with termination penalty. Still my WiFi Connection did not cancel and I was only chasing the customer care every day to cancel it. On 10th August I got an email that connection has been deactivated So I thought that things has settled but the problem begin as every month I have been getting the due amount needs to pay.

I called the customer service thay said the error happend from DU side and they gonna resolve it ASAP. Till now I am chasing them to cancel the WiFi and waive off the wrong charges as it is impacting my credit.. Still back and forth emails going on..

Finally I have decided to lodge the complaint in TRA because I don't think DU is bothered for the customers problem.

I have attached screenshot for your reference.

Thank you.

Regards,

Hardik Huda

Dear DU, 

I'm Brian Joel Gaspar, a former user of your Internet with account number 1.[protected].Under the plan of 199.00 aed Installed last May,2022. & One of your agent Named Zainab make an offer for me to do an upgrade for my WIFI from 4g to 5g to give me more satisfaction on using your internet under the plan of 299.00aed She also mention that this will be limited time offer only and Im eligible to have an 20% discount on my total bill for 1 year that i have to pay an 240.00aed only + 5% of Vat that 252.00aed in total.

-Moving forward the transaction has been done Last September 07,2022 one of your successfully delivered the Router with sim 5g, All was functioning properly, In regards to the other router 4g they told us that we can keep it and the plan will be automatically cut after 7 days of trial.

-Also relay this to Ms. Zainab, And she also informed me that this 3rd party plan will be auto cut. I was really surprised when i received my bill using the Du apps and via email the amount that i have to Seattle was 522.00aed i immediately informed Zainab in regards of this matters and She tell me that She will check it and come back to me when i follow up it today She informed me that She was on her vacation now.

-I checked the Billing details in the DU apps and I discovered that I received 2 billing for this month, September to October. I was really shocked, because I was expecting that everything was fine as promised. 

Please see below detail for your reference and attached photo hope that you take immediate action to fix's this matter.

Account Number 1.[protected] / [protected] =199.00 + 5% VAT 

Account Number 1.[protected] / [protected] =299.00 + 5% VAT 

I have been paying over 700aed for more than a year for 600mbps speed. This week on 3 different occasions technicians came out to for the line and still nothing. They are saying its an etisalat building, its the power, its the line ect ect. Now my question... how can you take my money and not provide the service I pay for? For months now DU has been taking money from me for a service I don't receive. I was so happy with Etisalat, but the sales representative from DU convinced me that Dubai is mainly operated by DU and not Etisalat, when I moved from abu dhabi to Dubai.

I can't wait to cancel my contract and join etisalat again. I will make sure to tell all new staff coming into my workplace to never join DU and only etisalat. At least they give you what you pay for.

This has been a real nightmare... A Du sales person contacted me to upgrade to DU 5G. After he provided me with a new router, my internet stopped working (or super slow). I have contacted Du multiple times via the app, via the phone (waiting time more than one hour!) , via the shop , and via many many many many emails...

Each time a different person is responding with a standard sentence: Thank you for your patients, we will look into it... After many weeks no resolution. No i try to cancel my contract, and they want to charge me 1600 AED , for a service never received!

A tecnician came to my house after a few weeks and confirmed there is no coverage at my house. Problem not resolved.

I am desperate at this point and want to find a solution.

I placed an order of sim card number [protected] with the package including with it under the name of Prabesh Thapa phone number [protected].Im trying to cancel this order from 30th of Sep. I'm calling the du customer care waiting for 10 min with all those ads super annoying for every day. They asked me to mail on online shop and I mailed got reply after 2 days and now they are not replying to me back anymore. They deducted money from my bank account. And lately yesterday they finally asked me to visit in du store. And luckily, I found out the phone number I ordered from was incorrect. Let me know how I can make it right from my side as I want to cancel the order and the phone number is [protected]. Looking forward for your response.

Thank you

[protected]

Horrible Horrible Horrible worst worst worst ever based on my experience DU internet service is not at all to recommend to anyone, I have done such a big mistake while calling DU for a new internet connection. However, one of the gentlemen his mobile no [protected] he came and gave me this prepaid 4G internet by saying this will be the free trial for 7 days the first day it was working for 4 hours nicely after that no signal I started calling customer care many times but only operator will hold you for your entire life, but they will not answer your call because it is your mistake that you bought DU

Somehow, I went to their office in Madina Zayed shopping center one of the gentlemen he said you have to pay a 400AED penalty to close this DU connection we can’t help you for that you do whatever you want you have to pay even if you did not consume internet this is the policy, I got shocked the way this concern was getting solved very unfriendly service -0 rating I would say for all this

I hope someone can help me out with this issue for the management label of DU internet services

Du hidden charges and bad customer service!

We ask to connect wifi for our new place, we got a plan of 349aed with 2 months free of charge.

When we met the guy staff from du, who will connect the wifi, the contract says that we need to pay for 200aed for router rent, and end up no choice but to sign the contract even we ask the customer service Luqman that if you are not willing to pay for the router then we need to remove the wifi. Just imagine that you make us pay for 200 not notifying us the whole details, plus bad customer service.

●

Home Wireless - [protected] was tried for only one day and due to poor signal , next day cancellation request acknowledged by you with SMS , giving reference number 1-[protected] that you will get back within 48hrs, but did not so I called again and was told that I have to pay activation charges of DH50 and 126.64 bill will be cancelled . But before installation I was told there is 7 days free trial and I cancelled before 7 days why I have to pay even 50 ? So I called again and now got email that the 126.64 bill is correct ? I have sent email showing that on 29.8.22 I requested for your cancellation and same day applied and got ETISALAT DH.299 , 12MB connection . Your unit was disconnected when cancel request was made , please verify . kindly cancel the bill and save me any more unnecessary trouble .

Rgds, KISHIN SAINANI [protected]

Account 1.[protected] I have 5g connection in ajman and paying 300+tax monthly but am not getting good speed at all and also no 5g signal

This is going since I got the connection

I can say they have the worst customer service in the world! the service is really bad most of the time I can't wait to end my contract with them so I can change my telcome service but every time my contract is near to end for some odd reason it keeps on adjusting to a new contract. (and as DU users know if you'll cancel your contract before within the contract period you'll pay extra charges) if you don't want a headache I strongly suggest do not go to DU I'm giving you a favor Do Not Go To DU!

I've connected wireless network, wgich was useless because it was available only in one room. The agent told me that I can cancel it in 7 days trial period which I did. I cancelled on the 4th day and get a landline connection. But they didn't cancel it and I have amount pending on my account which is connected to my phone and one month I am sending e-mails, calls and visiting offices for get a support in this. Now my phone billing period is coming and if i won't pay it my phone also will be terminated as I have all servises under 1 account. One departament saying that it need to be cancel first then they will cancel the pending amount, canellation department say that they can't cancel services because of pending amount. 1 month of continiously rasing issue, hours spent on the phones trying to get right people to raise complains and hours of queue sitting in the department store and 2 litteraly nervous breakdowns!

I tried to cancel my plan and clicked the plan cancelation button in the Du application. And the plan is not canceled after the action. I have to wait for the cancelation team's call for 2 days. But I will leave the country tomorrow and will not be able to receive the call. Even if I visit the main Du office personally they cannot cancel my plan during my visit. I still have to wait for 2 days call from the cancellation team.

It's nonsense!

In my home country if I visit the operator's main office any changes are made immediately at my presence in the office.

My account number: [protected]

The worst customer service I ever seen really,

My mistake is I brought the du service for WiFi

For selling the WiFi the sellers are everywhere in road corners but now i need to cancel it am trying for 3 months it's not really simple I went to all the branch's of du store and all the numbers of customer care once I said I want to cancel they made me wait for 1hr in call I have all the screenshot for this 3 month I have waited like many hours in call

Still now I didn't get single response now I decided to make this du down in all the social media and this is the only thing I can do at least I can stop 10 people from this scam