DU
reviews and complaints

I applied for a new home service 10 days ago (account number 1.[protected]) technician visited on 2nd May 2019 and installed the router and I was told within 24 hours the service will be activated but today is 6th of May but the service is not yet activated.

I made numerous calls to customer service and every time I was told that the matter is escalated to technical team and it will be resolved.

Kindly let me know where I can approach as customer service is not connecting me to any technical team or their superior to speak with, overall service is very disappointing.

Regards,
Habeeb

Dear sir /madam greetings
My name is meharoof kayyalakath. Im a Du post paid customer. [protected]. I would like to inform u. that from the last Wednesday to till now from my number to all out going call and data is out of service. Many time I contact with your customer care. No one is help me. Today I went to al ghurair center. Du office also. But till now. its same as it is. Not working. From last 5days I cant contact my families. My business customers. My friends. I hope u understand my situation. This reference number
1-[protected] 02. may.2019 I received
1-[protected] 05. may.2019 I received

Thank u
Hopefully
Meharoof kayyalakath
[protected]@gmail.com

Hello my name is Said and this is my number +[protected]
I subscribed to the postpaid plan 150 per Month. According to you guys what you told me and since I can Afford 150aed I agreed.
But now I Don't understand the billing I have been Receiving has never be 150 or near to it. I've been more than 250aed since I subscribed.
And its more than I can afford.Surely were guys lying to me so that I can join?
And do you think I can refer anyone to your services?
I tried asking some friends for help but they were laughing and asking me what the Hell did you put yourself into meaning you guys are always like that.

Seriously am now regretting even being your customer because now am working for you.The little I earn here I have to pay you

Everything was good with du, until I decided I want to cancel my contract. All the good services I enjoyed in my 20 months period were totally outside the window. Unbelievable mentality, when breaking the contract it feels they are taking revenge in a harsh way... And anytime they are cornered they will pretend that it's the system-as if system is god! Hidden costs will start to show up, they don't approve anything said by any other du agent at any period especially the beginning of the contract. To du, canceling the contract is a crime! I kept all the payment in account for the cancelation process, and waited for 5 days with no action. And everytime I have to talk with new agent and explain myself again!
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One rep of DU suddenly calls and informs that i have a reward and discount offered if i try a post paid calling. no information is given regarding charges. no procedure and no signature from me before putting me on to it. suddenly i m on this plan and they block the calls saying i must pay. kept paying and said i can get out now.paid heavily and today paid for migration. but they REFUSE to migrate it to prepaid. horrible exoerirnce for lat 3 months.no help.terrible service.

Please note that i have purchased the sim online on 24th April, Wednesday.
the payment from the credit card was done at the same time and later on i received the statement also from the bank about the deduction of the 52.5 AED for the sim purchase from du eshop.
but as of now i have not received any single message confirming my shopping from du yet.
despite of several calls to customer care, emails, fb chat and online support chat, i have not received any sufficient answer from du except the suggestion of wait or visit to DU head office.

Its 4th day of the purchase, but as of now i am still on the same point having no single message of order. Du customer care representative have not even any information and they told me everytime that they can not track anything as they do not have any information related to my shop and the final answer i get from them either wait or visit to du office.

If i have the time to visit du, why should i have been ordered online?
now the situation is just to recover 52.5 AED from du, i need to pay more amount to taxi as the du office is far from my residence. Then what is the use of online shop?

On feb 13th 2019 i cancelled without any dues i properly cancel my one year contract with DU and changed my network to etisalat.But after 2 months i got one mail to pay 270 dhs of feb month bill fron DU.I said no.Immedietly they cancel my current network service.What is worng? Why they cheating?if they want money they ask me directly i will help them by giving for that why they cheating like this and asking money

Please refer attached email proof stating due amount is aed 80 only against my my du account # 1.18236415 (device installment)

As per du teams emails confirmations & phone when I spoke with mr apoorva when I rang 155 and confirmed on 11th april total due was aed 145 and against I have paid aed 70 so remaining is aed 80 only accordingly same amount billed on 17th april bill and more importantly I paid 80 aed on yesterday and later saying aed 145 more to pay to get new device... I cannot pay and I will not as per below email stated I have cleared dues..

Kindly involve and clear.. If not I have to lodge complaint to your higher authorities.

I had requested a Du connection immediately after moving over to a new flat in Ajman. I had been waiting for more than a week to have their technician install the same. I made numerous calls to the Du team. Every time they just give promises. Even if we request for a call back they do not make it a point to return a call. Is Du a synonym of No action. I am very much disappointed. Du team does not value their customers time. If by any chance, we default their payment in no time they will disconnect the service. I could see only the disconnection happens timely nothing else happens at all.Do not know what to do.

Submitted my connection relocation request on 29th of March, was expecting to get a call during next 48 hours, nothing happened.

Called them on the 4th day, was advised that technical team will get in touch with me during 48 hours. Got a call after 2 days and made an appointment for relocation on the next day at 1pm. At 1:30pm next day decided to call to check if they`re still coming and they informed that relocation isn`t possible as building has only Etisalat connection. After that I got message that my request for relocation was cancelled BY MYSELF!

When I realized that I`m supposed to cancel the contract, they were going to charge me for amount more than 600 aed even despite it`s not my fault that they can`t provide me a service. After 2 more days of thinking I gave a call to customer service again and asked if there`s no way to relocate the service at all, and only then I was advised to go to Customer Center and request for relocation there, they`re going to switch Du for Etisalat for FREE. I mean, why I`ve been advised only now?

I went same day with this request, they took a note and promised that technical team will contact me during next 24 to 48 hours. And guess what? After 72 hours was supposed to contact them by myself again. First the customer care representative couldn`t even find my request and advised me to send a new request for relocation. I was already getting mad as it was supposed to throw me for one week back to the beginning of the whole process. I insisted for him to contact management and got a promise that management team will get in touch with me during next 48 hours. Doesn`t it sound funny yet?

Meanwhile I got a message that bill already came for the previous month and I`ve been charged for the whole one, despite that due to Du service I didn`t have internet already for 2 weeks.

Of course, after 48 hours I was supposed to call center again as no one got back to me still. Was already furious and complaining big time and gain was promised that I`ll get an urgent call very shortly, during 24 hours. After 24 hours again gave a call by myself. Again agent couldn`t find my request and informed that it was cancelled by myself. I mean... Really?! After digging deeper we found request, but as per recent updates, relocation will not be complimentary, as was promised before, now I need to pay extra 100 AED for it. Now I`ve been promised that manager will follow up personally and I`ll get a call during next 1 hour. Let`s see how it goes now, however after last 2 weeks of struggles I`m quite sure that I`ll be supposed just to cancel my connection and make sure that everyone`s aware of how DU values it`s customers.

I just transferred my ownership from my friend emirates id to my emirates id the number is [protected], I don t know why my balance was deducted without any information while I requested to change ownership. Please l request to you my balance should be returned because your customer care representative should have informed me if I will change my ownership then my balance will be zero but she did not say any thing.

Zishan ahmad
[protected]

I spoke to customer care on 155 about the reason why I have been deducted 23 AED for the data which I have never used.
But they kept on speaking that they can see on system
Data Section...
Data Section...usage between this to that
They told from 28 March to 1st April your data consumption costed this much.
I dont understand if really it is so, then you should be notified regularly about those minor charges on the same time as I was not having any data plan at that moment.
But instead of that, they consumed all of the available balance from the account and later on they are sending the details on request that on 1st April you got deducted for 23 AED.

Its good to quit Du services rather than wasting our time with such un professional customer care representatives

Trying to cancel 4 numbers under the company name already one month. Customer care counter is sending me to the account manager, account manager is sending me to business care department, business care department is simply ignoring my e-mails during two weeks. Even with authorization letter i have no chance to raise a complain, as per their policy i have to disturb company owner and he has to make a call personally. This is the worst service I'v ever met in my life.
All documents were sent to Enterprise Customer Care 17/03/19 and given to the Du counter on 05/03/19 Request 1_1UVVM8JA
Account number 6.171991

My account number is 1.[protected], I used home basic light connection last two months, that I made agreement with agent 10 % discount for 1 year and cancellation charges, after I go for cancellation they said 349+37x10(remaining month) that I made contract and extra 350 dhs (because I used discount package)hidden charges, this is unfair, for the cancellation I called 2 or 3 times each customer service officers saying different amount, even they also don't know what is the exact amount, I will attached some screenshot shot too

I am a new Customer & since more than 1 month I am waiting for the New Modem/Router which was supposed to delivered part of the new connection installation. DU Home Internet Services are very bad, my promised internet speed is 20 Mbps where as I am getting invariably 4 to 5 Mbps and the range & quality I fluctuating all the time. I got the YUPP TV Voucher after 1 month after too much hue & cry however I cannot use it due to the bad internet and it's hanging all the time.
Available channels in YUPP TV is very few whereas it should be 65+ channels.
I don't understand why they are advertising high speed internet + TV channels where as in reality it is not available. Customer service is also very poor, it seems nobody cares and they don't give any complaint refs or call backs. Any thoughts on how we can approach TRA for a solution.

I activated one daily data pack which costs 1AED per day And gives 1mb, by dailing *135*055# This package is automatically renewing. So I wanted to deactivate the package.Please kindly help me to stop the data pack.Unnecessarily I'm losing my balance. And I tried several times to contact the customer care representatives which I couldn't by dialling 155

I have been a customer of both home services and mobile services for more than 6 years. We are moving house on 27th to a building that you say you can not supply our current services because it is a designated Itisilat building.
6 months ago an unsolicitored sales call came thru to home number claiming to upgrade the interet for an extra fee. My husband handled the details but we both agreed that if the upgrade of service could be achieved without us having futher obligation to Du regarding early break in contract as we have been a faithful customer for more than 6 years and they would not be suppling any further hardware or satalite boxes or comming in person to connect anything. The salesman agree that there would not be any extention of break-clauses as we had already had the services for so long.

My husband has spend hours of his time with me listening in on the calls. I am destressed at the lack of knowledge and customer service ethic and missleading sales pitches and lack of product knoledge displayed by your sales staff.

Please listen in on the recorded conversations from the home number associated to the above complaint if you have any doubt as to my evidence supporting the above.
I have just recieved a call to say that Du will wave the 600Dhs break clause that they were going to charge me however this does not take away the upset you have casused in the interim and the incompetence of your staff dealing with this issue.

Please look into this matter as 'oh its been solved by waving the fee" as the issues associated with matter the next customer will also incounter and you would have lost the opportuntiy for you to improve your services without blameing collegues but looking into training requirements and different proceedures in your call centre to better serve the customer.

I you are a serious about improving your customer service and wish further feedback I am happy for you to contact me on my mobile which you will find in the system or by emailing me.

Hi there,

I am a new customer subscribed to du home service. Its been more than a week since I have applied for this service. On 20th the du and etisalat technicians visited my home and told that there is some problem from etisalat side so the will be visiting 2 days later. Thereafter I received an sms that the technician will be visiting on 23rd at 10 am, but no one showed up. I have been following up since then but I am only getting fake promises and assurances from the customer service team that I will get a call from the technical team with an hour. I even escalated this matter to the supervisor who promised that it would be done within 24th evening or 25th early morning in the worst scenario; and here you go, I am still waiting without any proper response. Du is the worst telecom provider I have ever come across as there is no professionalism and it's full of fake promises and disappointments for their customers.!

I am using du sim with mobile number [protected]. In this connection my balance amount is reducing without reason. At first am not aware about the call rates and I recharge only for less amounts so that I didn't notice this at first. But I lost my last recharged amount of 25 dirham in these days. Then I contacted the customer care and they informed that my number have activated a job vaccancy alert but I didn't do it. And also I never recieved any vaccancy alerts till now. So due to this I have lost more than 50 dirham and they didn't refund any of my money back

I got connected to DU home internet about a month and half. I have faced the worst customer service and the service itself is very low.
However they send reminders on reminder for the payment. Only concerned to collect money but least bothered about service.
I am yet to receive the promised WAVO codes for access to this service and am yet to receive the free sim with the connection.
I have tried to contact the customer support and have got irritated whenever contacted, As the personnel do not understand and help is just out of their reach.
I was dealing with ETISALAT, It was fine, just switched over to check.
I have a one year contract with them and will just terminate the connection as soon as this time is over.