DU
Reviews and Complaints

I had applied for a Du home package and provided all the required documents. I was assured that the connection will be given in 6 days . I did receive a call to fix appointment for initiating the internet package and it was on Thursday 17th May 2018 between 9am to 12pm. The technician reached my flat by 10:15 and checked the line and said there is no sign and that should be rectified by etisalat. Called up the etisalat guy and he came in 30mins. By the time, he requested me if he can go an give another installation as the etisalat guys will take some time. i agreed and asked him to come back AEAP. The Du technician name is Sameer an Indian Guy with number [protected]. As the fault was rectified by etisalat, called Sameer and told it's done and he said will be in my fault in 15 mins. I waited for 1 hr and the called customer care and informed. No action taken nor my connection was given. I called up customer care and sameer again, from sameer no answer and customer care said will do the need ful. Until now. No action in my request. I feel these kind of irresponsible company should be fined and action should be taken against this employees .I will not recommend Du to anyone as their service is filthy.

I recently requested to close my Du home account - account number [removed]- in the name of [removed]. Address [removed]

I called in early February to understand the process involved and was told there would be an early termination penalty, as I had renewed my contract back In October 2017. This is factually incorrect and morally suspect. I initiated my contract with Du in April 2014. My husband received a call from Du in October 2017 offering to double the internet speed. He told the caller that we already had that internet speed and he did not want to take advantage of this offer. He did not at any stage agree to a new contract (as we knew we were moving house) and he was also not authorized to agree to this, as the account is in my name.

Whenever we request information, Du insist on talking to me as the account holder so therefore I do not understand how you could get authorization for a new contract without speaking to me, the account holder. And you will find if you play back the recording of this call, my husband did not agree to a contract extension. Therefore I refuse to pay the early termination payment.

I have called Du about this 3 times and no-one has been able to resolve it. I have been into branches in Ibn Battuta and Mall of Emirates on 5 occasions to get my final bill and resolve this and the 5th visit, I was finally given my final bill, but was told they could do nothing about the early penalty payment and I had no choice but to pay it. If I wanted to escalate this, I would need to go back to MoE or Tecom branches.

I await resolution or I will officially complain to the relevant Dubai authority. This is entirely unreasonable and very suspect practice.

Dear Team,

I have applied for new basic home lite package on 27/03/2018 now its been seven days i have no net, past two days i have constantly call the du call center. They are saying my complaint has been registered in the system on first day and second day. Also instructed me that an engineer will call me to take book of appointment. I am very disappointed with the du customer care service, before being your customer if this is how you are going to treat me, what will be my situation ones I become your customer. I have never faced so much of delay with Etisalat ever. Du have given me such a bad experience from the beginning itself i am very disappointed. And the person who i have applied my request is never responding at all, this person suppose to give me Mifi device on Thursday. He then said he will give me Saturday i said fine its now Monday and he never gave me till now. Above that he is not responding to my messages. I have got such a disgusting experience of customer care from du till now before being your customer. I am very disappointed. You tell me how are you going to top or handle my case.

I recharged with Aed 110 online I got balance credited in my account then I requested for net call by sending an smd on 1355 which was activated and even my balance is deducted for 52.50 dhs but I am unable to make any calls using BOtim. This is cheating and you are fooling customer like this. I need my balance back as u can't charge me for a service which is not working at all. Please check and update me on [protected] thanks

I hold the above 2x numbers and the Call limit is set at Aed.10000/- which I do not want. I spoke to Customer care staff and visited the Sharjah City Center office but they said they cannot change as this is the minimum requirement.

My Du business plan is Aed.150 per month and I want to set my call credit at Aed.200. If its not possible I want to terminate this plan as this was not informed at the time of signing the contract. I consider this as a breach of trust from your side. So I will not pay the termination charges.

Regards,
Jackson Spadigam

My worse nightmare. Deactivation not done when requested in december 2017.. Bill still coming and du threatening me to pay or they will suspend the service... No, it is not a joke! It is du at his best!

I have interchanged several emails (about almost 20 now) with customer. [protected]@du. Ae, I have complained on their website, I have complaint to their tweet account... However, haven't received 1 call from du. Haven't received teh solution of my complaint... Nada! And the replies to my emails are so ridiculous, so "made up" and this is are my favorites: "your frustration and disappointment is clearly understood and it is appreciated that you were kind ‎enough to share this with us.‎" and this one: "note that the time frame for the staff complaint is 48 hours‎" (they clearly haven't noticed that it I have waiting for my service to be deactivated and to my deposit to come back to my wallet since december 2017). That's more than 48 hours, isn't it?

One of the third class service is DU. All staffs are lies. In trianing they teach to new staff how to lie and make money. DU is one of the biggest fraud company in Dubai. Where you can make one Buildng in six month but the du technician can not install one single internet. Moreover you just charged for Unknow reason. Staff name mention blow. Who lie more
Pooja (India)
Muhamad Fahad (Egyt)
Imaan Hassan (Some arab Ackent)
Karishna (India)
And they floor maneger all are illiterate.
My suggestion to all viewers please dont go to DU even Sim connections. They will charged you and keep you hold on immigration
Thanks

May ALLAH keep you save from DU

du account number 1.[protected] - du is in breach of contract for not delivering the service I have signed up for. despite me raising many complaints they choose to ignore my complaints. I have signed for the home data service and the network speed is far below on what I have contracted for. I am paying AED810 per months for a degraded service and du seems not to care. network speed is slow, network keeps dropping etc etc

Hi, Am by Names James Oketcho a DU Customer.

I lost my two ( 02) Du Sim Cards but would like to replace both of them.

1. [protected], Got lost two years ago.
2.[protected]. Got lost two months ago.

Am Residing in Alain near Emirates Driving School. Mezyad.

Kindly advise how I can get back all my two sim cards ASAP cause they are very important to me.

Best Regards
James Oketcho- UAE.

I have purchased New DU SIM from Kalidiya Mall DU counter in Sep 2017 and submitted my ID once i got my Emirates ID and later in DEC 2017 my SIM suddenly stopped working. When i went to DU counter in Kalidiya the person was very Rude and said its a tourist SIM and gets deactivated after 3 months we cant do anything. Later next day morning i called customer care and i get the same answer and more over the executive was very rude and when i asked him for solution he is telling me i am not magician so this is how you train your employees and when i asked to speak to the manager i get the same answer he is busy and will give you a call.So i think first DU need to work on training there employees on how to treat the customers and provide proper information on the plans when they are selling the product not just sell and wash there hands . And just to upgrade there business the executive is telling me that if i put a request i can only get activated the same SIM via postpaid.

I compalin my extra payment in du One payment of 192 aed with reference number B171112031726000-062397
Other payment or 192 aed with reference number B171112031813000-419865
From my mashreq bank account my account number is [protected] payment made in 12 November 2017 kindly Check and follow as soon as possible . I m du costmer since last five years

mobile number- +[protected]
account number- 1.[protected]
I was charged extra for my last bill cycle. On talking with customer service representative they told me i used my mobile data while international roaming but i did not turned on my data. They told me might be i am was connected to 4G network and suggest me for next time to connect with 3G only.

Dear Du Customer Service,
Home Services
On July 2017 (around 24th but not very sure of the exact date) before my tenancy contract expires i have gone to DU office in Media City to cancel the home services and I have been informed that i can cancel it by calling Du Customer Care / Service and no need to go to office.
And so I called Du and requested to cancel my home services as i have shifted to a new premise(hotel apartment).
After couple of days i received a call from Du customer service saying why i am cancelling the home service, instead of cancelling i can keep the account active and i will only be charged with some 10 or 15 aed till i decided to use the services again.
As the new premise is providing wifi services at that time i declined to keep the account active but instead confirmed the cancellation as for what i will need to keep it on hold when i dont need it and if i need the services in any case then i will re apply. I was expecting the services was cancelled!
After a month we have had issues with wifi at the new premise and so the tenants have been advised to apply our own home services to Du. And so i applied.
During that time i have some outstanding balance with DU but ensured to pay on installment as the budget got tight due to transferring of the accommodation.

I have received notifications that i am being charged of some 365 (not sure of the exact amount but i have all in my phone) for applying the services and cancelling it.
I have applied yes but not activated for the reason that i have outstanding it was not approved, and every month same messages being sent to me and charges etc. I spoke with the customer service regarding this and they have assured to waive this off, the charges for application of a new service. But to my surprise when i visited Du (IBN BAtuta) it appeared that the account from the old premise is still active and i am being charged of the monthly usage which i have cancelled months ago!
I have raised complaint at Du customer service and ive been promised that they will issue complaint for wrong billing and get back to me. LAter i have been informed that they will have to do investigation and listen to the conversation done on the phone whether i cancelled it or i have requested to keep the line active( which is very impossible as i have requested to cancel!).
Later i received a call (4th or 5th November not very sure) saying the agent did not make the mistake and i have confirmed to keep the line active! ad for that i have to pay the outstanding!
Today (7th November) i received a call that i am being charged of about 600 aed for the cancellation of a 2 year contract home service which is another surprise to me! new surprises coming every time! I have also been informed today that due to the outstanding payment they will not be able to cancel my line as i have to pay first the full amount(August -oct bill!) again surprise!

I really need help here, i am being cornered and asking to pay for the services i have not even utilized!

I hope to hear postive response, whatever outstanding until end July is what is reasonable to be paid and not the months which i have not used considering i have cancelled already the line!

If the customer agent insist they are right, it is also fair that i hear the conversation took place on 24th July (somewhere around) and 29th July (not sure exact date, could be also before or after).

Regards

I am du post paid customer I taken multi sim from du shop in mirdiff city center on last October 29th still it's not activated and also my original sim data not working .twice they change my sim card the new sim registered in my name but its reflecting with another number .l made complaint and 7 times I visited du shop and more then 20times I contacted du customer care still my problem not get resolved

I have emailed numerous of times asking du collections for an option to help pay if debt i.e. Payment plan or settlement plan. They refuse to offer any kind of help only to say no you must pay full amount. Well hello if I could pay it all I would ...why not be that extra special telelcommunivmcations company who cares for the needs of customers and help find a solution. I see a front where they want to suck you in as a customer and than you be come another number in their system. There is no compassion or understanding to find ways to retrieve money other than threaten with legal action saying I will be paying fees. Wouldn't it make sense to find a payment option than waste money and time in the courts. Oh and by the way I will refuse to pay court fees because I have been asking for ways since February 2017 and no help.
I have been with du for 7 years and you have the worst collection agents ever.
I had one agent be rude and unhelpful as if he is in the right and he is in a higher power not to help. I am now with etisilat and I prefer it because they understand.
Either help me to pay it off or I will follow behind with you taking me to court over 2, 800aed . P.s I have emails asking many times for options

Please don't subscribe for this provider...they are taking 4 months to correct their procedures to give my subscribed data every month, even after Plethora of calls and repeated escalations I am not given my data. Clear gap of procedures and review into escalated calls. I am not even seeking a resolution for this as I am fed up and also I am switching to another provider.

I even can not the imagin if there is another telecom carrier can be more rude to customer than Du. I dont want to complain about the high price and bad service of du. but last week even my service was suspended for many days just because before Du record my document unclearly. Du only send one SMS to me and ask me to shop to check account, then stop my service! at weekend i went to shop of Du update the my info, then i complained: it was not my fault but du stop my service and made me a lot loss due to that duration. Du must give me compensation!
The worst thing not end: 2 days later i got a call from du agent, i told my concern but she even shouted at me she just confirm du can not do any thing for me and then close the call!
this is maybe not the worst service i experienced because I am still using Du service. I think here no body will notice this message i would send it to different channel of social.

We have applied for du home internet service before 1.5 months, but untill now they didnt make the connection. Customer service doesnt show any interest in any customer. just the formality dialogues always "sorry for the inconvenience, apology for the delay bla bla bla... customer service is not of any use just waste of our time. Never ever go for DU

Oct 11, 2017, 3 person agents of du they offered us mobile plan iphone 7plus and samsung s8 for iphon7plus (128gb 18 months to pay 150 per month that time they told us the promotion is last day, we took from them as they said with free device. And they will deliver 3-4 working days then after tomorrow we found out that it was fake or scam. They get money from us 125dhs they not even answering our phone calls or messages. I remembered the name of 1 agent his names Suleman Shiraz butt he wearing uniform of du with i'd. He is pakistani guy and the others are indian please guys beware to this 3 people. Do not trust outdoor du agents.

I am a du customer from 2010.
I pre ordered the samsung note 8 on sept 16th. It said I am supposed to get 5-7 business days from the launch date (Sept 23rd). The du agent was at my office with his ipad and took all details including my credit card and id and registered the sim card passed it to me.
Did not hear anything from them until I started calling and complaining since I didn't receive my phone on time...
Today is oct 11th and finally they got to the bottom of it to find out the phone order was never actually submitted! They were quick to activate the sim and make me sign the contract and start charging me money but didn't even bother submit the order for the phone.
I advised that I do not want the phone anymore so they kept trying to convince and eventually said we can send the phone to aramex and you can go pick it up but I still demanded to cancel the service!
Finally they said ok we will cancel the phone order but we will not cancel the contract!
They will only reduce it to 6 months and I have to pay them 6 months for their terrible customer service.
I advised I will complain to tra and I want an official complaint reference number from them. The lady on the phone actually had the nerve to give me a smirky laugh and said work for word "you think if you complain to tra they will cancel the plan? They won't!"
I am taking this to tra and let's if this sort of behavior is allowed with customers.
Terrible service!