DU
Reviews and Complaints

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.

very very bad company to deal with even…
very very bad company to deal with even after cancellation of service 3 month before still getting the bills...

don't understand what to do called them and visited them still nothing, can't understand how such a company survive in UAE

please someone teach them how manage customer service

very very bad company

In Jan, 2020, my number [protected].[protected]) was blocked due to some unknown reason, i called and went to their business centre's couple of times and still i had no idea.

I had a consumer billing sim so i paid for the commit package without using then i found i have 7000aed in my account which someone who was using this number before have to pay so du is blocking my number as their miss understanding of identity.

I paid my bills for 2 months(Jan and Feb) without using them and had to go to their business centres and called them for months.(can you imagine and all that for thier mistake)

Finally problem was fixed and the bill in march i refused to oay which their billing department agreed and i closed that account and did migrate to prepaid and then transfer the same number to a business account with my organization.

Now since November my number is blocked again for those charges in march which their own billing department agreed that you don't have to pay and apologize.
After visiting them 3 times last week waiting hours to get in touch, their collection department said i had to pay.

Their is no sanity or they are just all stupid behind their desks.

Can someone please provide me a solution where shall i go and solve this issue.

I am post paid customer of du, each month a fixed amount should be charged as per package taken. But since last one year, never they have charged fixed amount.

This month they charged AED 75 for urdu subscription that i did not subscribed. On post paid line, why would i subscribe to anything like that.

When i complained, the close the complaint stating that the amount will be removed next month and third party request has been sent. I am asked to pay full amount of AED 313 (an additional amount of AED 75) for bill clearance.

i have bill details in my application and their email communication.

Sir I am du customer my number [protected] already many time I tried to for update my id for uptation but not coming pin number I. Dont know wht happened then coming other msg but pin number only not coming can you solve that problem

My Mobile # 055#####37 was suspended for 8days

I was greatly inconvenienced by the recent suspension of my mobile connection due to "Emirates ID updated online in wrong format"

I voluntarily updated my EID (ref: RGU1L1) in my Duselfcare portal on 18th November 2020 and on 25th Nov 2020 4.25pm I got a SMS to my mobile that "registration is incomplete, to avoid disconnection please visit a Du shop" and the next day 26th Nov morning at 8am my connection was suspended. The notice period given to me to update the EID or the line will get suspended was only few hours. My connection is a business line and this suspension happened on a Thursday morning, I was working from home and all my customers and colleagues were unable to call me. It was a embarrassment for me and my company that the business line was suspended.

I was under home quarantine on 26th November as I have returned from an overseas trip, my quarantine period was till 29th November so I had no means to go to a Du store and update my EID. I called Du business call center on 26th Nov on [protected] and made a complain (ref# 1-[protected]), that I received a very short notice period to update my EID or get suspended. This was a very unprofessional move by Du telecom and on top of this it is a business connection. I later learned that the real reason for the suspension of the connection was that I uploaded my EID in JPEG format and the required format is PDF, if I have updated the document in PDF format my line wouldn't have got suspended. After learning this information I was really disappointed. First of all if the format to upload was PDF, why should Duselfcare accept the document in JPEG format? This Internal process weakness has caused me greater inconvenience.

After raising this complain I called Du business call center multiple times every single day to follow-up on my complaint, no one acted on it or gave me a solution. My only worry was how can Du disconnect a business connection without proper notice, this all due to EID upload format was incorrect? On 29th November after completing my home quarantine I visited a Du store and updated my EID. I was told that it will take 48hours to reactivate my connection

Even after two days of updated my EID document at a Du store, the status of the connection was suspended. I called again the customer service center on 1st Dec, the agent informed me that the old complain has been closed by someone as it has been raised in a wrong category. How can a complaint be closed without providing a solution to the customer or even talking to the customer? Behind that complain reference# there is customer who is waiting for a solution. How can someone just close a complaint? What is the point of having a complaint process? I was told that the EID is updated in the system but due to an error the connection is still not active. I was given a new Ref# SD23869004 by the agent saying that this is the reference to a back office team who will fix this issue.

On 2nd Dec i followed up on my complaint and still no solution was given. The agent who spoke to me this time gave me a whole new complain ref# 1-[protected]. Finally on 3rd December when I called again to follow-up on my complaint the call center agent was able to activate the connection.

My connection was suspended from 26th Nov 2020 till 3rd Dec 2020 for 8days, all due to a upload format error. Can you believe this? It's a business connection. I faced great inconvenience due to a process weakness at Du.

Nobody can atnd my call anytime. More times I tried to call du customer service.
+[protected] my du number.
What I do ?

We have just updated our company numbers with Du Group calls package our sales person Mr. Fiaz [protected]) email: fiaz.[protected]@du.ae

He has not been responding our calls from 20-11-2020

His promise was that if we shift our numbers from Etisalat to DU we will not have any cancellation charges from Etisalat and if any charges come will be borne by DU

our issue with numbers

[protected] — this number we got the new sim but still the old sim is active and currently I am being charges from the old sim to any call including our CUG group calls

[protected] — — this number we got the new sim but still the old sim is active and currently I am being charges from the old sim to any call including our CUG group calls

[protected] — this number we can receive calls but are not able to make calls - I called DU call center they informed me that they have not activated the package on this number still

As per Fiaz all should start working by last week 20-11-2020

for the above 2 numbers he answered the call but still no action and since last several days has not been answering our calls

Please fix the above issue and assign us a person who can at least pick the call and get back to a customer facing issues

If the promises made by DU representative are false then this is a very unethical way of getting business and this will not make us happy as customers as we get cheated and will never be able to rely on DU as a company

I have made several Calls to the call center also and spoke to Mrs. Nader and Mrs. Essar who had confirmed that they have got the complains but today when I called after 4 days to get a update some lade picked up and informed me that I do not have any complain and when I informed her what all was happened she disconnected

Please update what can you do or if you can or cannot do as promised

Awaiting reply
Vikas Odhrani
[protected]

My internet stopped working 3 days ago. Its yet to be restored despite me making literally 20 calls. I get reassured by the customer care but no one calls from the technical team. Worst service ever. I regret changing from Etisalat to Du. I will now wait for the contract to end so that I can go back to Etisalat.
Totally unacceptable especially that my daughter had exams

I Am facing issues with DU as I am unable to update my Emirates ID since more than 40 days. I have sent numerous emails and visited DU store in 2 different locations but still they are unable to update my Emirates ID and I am not getting and solution on this.
Once they email me saying it's updated when I checked again they say email was sent by mistake.
Really tired as iam unable to change my post paid plan not able to get a new device as my EmiratesID is not updated.
Need you help so I can reach the right contact and to resolve the issue.
I have email proof, SMS proof of my submission.
Regards
Basha
[protected]

I have ordered a Iphone 12 pro max and still haven't received any calls to confirm and delivery process

Our business mobile line number [protected] which was disconnected dut to nonpayment is now totally canceled after little more than a month of non payment.

Now we came to Du office in Media city and there is no separate business centre for business clients.

Yesterday we were informed that payment due is 2200 odd and today we come here it is showing 2700 odd. Also we are told to pay the full amount & because the phone number has been cancelled there is big chance we don't get the number back as it might have gotton sold! Just because of payment delays you will sell our number ASAP so we & our businesses are irreversibly hurt? Have you no shame?

Wow, what Superbad service & you Du guys hold your clients for ransom, pay up first then WE will see if we want to help you or not. Really pathetic, hopeless, unscrupulous, devilish, traumatic, threatening & unconcerned, uncared & go-to-hell attitude of Du towards the very people who pay your bloody salaries, the customers like us!

You have a whole battalion of fraudulent sales people, free lancers and kiosks at supermarkets & even walking on roads who try sell your product aggressively & when people get conned into buying from you, this is how you treat them?

The more I see the Du service, the more I like my Dog.

This is not our first bad experience, we have good list of really BAD experience of Du from last 8 years, we don't recommend this company to anyone & if there is any human being reading this who cares (I seriously doubt this) and is in any senior position to take decisions... CLOSE it DOWN!

Your Customer Hate Centres are a joke,
your advertisements are absolute Lies,
Your agents are Criminal poachers on clients,
Your only aim is to take the clients money abs then kick them hard.

YOU GUYS SIMPLY DON'T CARE...!

Pls resolve our issue or our Next step is Newspapers & other media and we would be escalating this to CEO of Du Global maybe he doesn't know what's happening here. He might be able to help us.

I used to have a home services plan of 30 Mbps from Du.
Account Number 1.[protected]. Monthy charges - AED 399 + VAT = 418.95.
I used the service from 9 May 2018 to 30 July 2020.
At the time of singing up for the service I was offered a reduced rental of 10 per cent. Amount need to pay was AED 359.10 + VAT = 377.06.
I paid a security deposit of AED 200. I was also given free installation charges of AED 200.
The condition given was I have to use the service for one full year. If I terminate the service before completion of one year. I have to pay the installtion charge of AED 200 and the discounted amount.
I cancelled the connection on 30 July 2020. A final bill of AED 55.95 was remaining to be paid. Now Du calls me and tells me that in addition this I have to pay an amount of AED 408 for early termination of service. When I inquired about how is it early termination of service, they inform that the contract is renewed automatically. I requested them to raise a dispute. They have not raised the request.
They have requested me to pay AED 264. { AED 408 + AED 55.95 - AED 200 (installaton charge)}. Please help.

September 7, 2020 - Signed up to Du home internet service

27 days later - 1 hour calls with Du Customer care and receiving standard responses: "I understand, Sir! I apologize. Someone from the concerned department will call you". The "concerned department" never calls.

September 28, 2020 - Still no internet and no one at Du has a clue of what is going on

Hi, My name is Muhammad Muzammil my du account number is [protected]. I have subscribed du internet services on July 28, 2020. The day sales person visited to install du internet he bring one router with him along with the sim, he instantly activate services at my home at the time of installation he was also faved signals issue at my home, when I was asking him for proper internet connection (fibre optic) cuz I know at my home we are facing issues in signals, he assured me at that time the technician will be visiting within 7 to 10 days period and installed proper connection that is temporary, after 20 days past when I complaint the same person who came at my home, he says sir the person was trying to call but you not responding I was totally shocked cuz I am also belong from sales and I know what is the importance of call, I told him I haven't received any call from any one, if by chance I missed any call I have revert that person, well he says sir I through your complaint again and within 3 to 4 days time you will be expecting call from our technician, well 5 days gone I just sent reminder for that person and informed I haven't got call from du. After again passing 20 days when annoyed on him that which type of services du is providing to customers, he said please call on 800155 and launch your complaint I called du help line on 16th September and tell them whole story the agent received my call she again says that, the person trying to call on September 8th but you was not responding, however I have following up with du sales representatives from Aug 28th 2020 almost on every alternate I was again surprised that on which number the du technician trying to call me, well even 16th September till now I haven't got any call from du side and facing subsequently issue and internet, please help to get it resolve this issue as your earliest.
Muzammil
[protected]

Since aug 31st I am facing a major issue due to billing dispute with regards to my number [protected]... The complaints numbers are 1-[protected] & 1-[protected]...

I would have called to 155 atleast 15 to 20 times and also visited the branch as suggested by customer care... But till this minute I was misguided, given all wrong promises and hope.

In a day I am spending almost 2 to 3 hours with customer care to solve my issue but each time. I am given false promises and mis commitments... I have even spoken to complaints manger for almost an hour yesterday and my issue is stand still... The worst part is... My out going calls are disconnected due to billing dispute...

Would appreciate if the senior management can look into this issue on a serious note and would be a great relief if you can solve this issue on priority.

whenever u visit branch or call center 1st word we hear from the agent is system is not working, du feels customer has no work but to sit till their old system work, common sometime inhance ur stupid old system..
This is the 2nd time I gave issue to cancel my no.
1st time when I cancelled, the agent had no product knowledge, gave all wrong info due to which we had to visit branch thrice, eventually went to other du branch.
But system issue is something which they make up or they have worst systems.
Worst experiences all the time.

I received email on 12.07.20 that my Internet plan would expire on 14.07.20. So that I contacted DU representative via live chat on 13.07.20 in order to extend the contract. Representative informed me that they were not able to do this before 14th of July (date of expiry) and recommended me to contact them on 14th. I clearly verified with representative if I could do it via chat and got positive confirmation that yes. Following the advice - I contacted DU representative via chat the following day. And there, new advisor informed me that I must come to DU office otherwise contract extension is not possible via chat and moreover there is possibility that my bill will be higher after contract expiration. This made me furious. So the company intentionally made customer to wait until the day of contract expiration in order to overcharge! So I lost my time by following the advice of "professional" advisors. I arrived to office in Dubai Mall, where the new advisor confirmed to me that the contract was expiring on 14th but the billing cycle is on 07.08.20 so that all is fine and I wouldn't pay any extra but just I should contact them again 3 days in advance before bill generation in order to cancel the contract and to start the new one. I visited the office again on 04.08.20, where again A new advisor canceled my contract and initiated the new contact which is going along with new wifi router. However I was not provided with guaranteed router and was advised that company doesn't have it at all. How you could connect me to wifi and not provide me with router? After all these unpleasant useless conversations they overcharged me with about 150 AED above my usual bill amount. How all this cheating possible in such good country?

When last year Nov 2019 i was leaving UAE. I payed all my dues and get final bill copy from du with no dues.
Since then I am getting notices from du mobile that I haven't cleared all my dues. Very frustrating..
Then in June 2020 I again transfer through bank all my dues but du didn't stopped sending me notices for non payment and now sending me notices for legal actions for AED 104. That I already payed twice and provided them all the receipts.
I also launched complaint to du several times but no luck, very absurd situation.

Can anyone provide me UAE ministry on telecommunication contact so can i launch my complain against du.