DU
Reviews and Complaints

As existing customer requested transfer of Home Du Service from one apartment to another. Raised request 2 weeks prior to transfer.

One week after transfer, transfer was not completed even after multiple requests to Du Contact Center. Their response - IT ticket has been raised and Technical Team will contact you. Horrible and inefficient service.

Called Du team to cancel service and they confirmed via phone.

Two months later they are still billing me and Collections is trying to collect bills not due when no service has been provided.

How ridiculous is this?

My home internet was having issue. I called many times and they just promised call back within 24 hours but I never received any call back. they kept charging for every month. I took connection and asked for disconnection bet they didn't do it and asking for money for the period there was no internet and also early termination fee as per contract where they failed to provide service.

I was been to DU customer service at sahara center for update Emirates ID. The token saying there are 35 tokens ahead of you to serve. There are 8 to 10 counters but only two employees serving customers. I was waiting for 1hr and only 3 customers they served with 1hr. This is very pathetic and very poor customer servicing. If du serves customers like this I have get my food and bedding materials at du service center.

Customer service in Sahara center branch is very slow. The keep people in long waiting hours while operating only to counters. I have come by more 5

than twice but can't get a common documents update on my account.

Another thing worth noting is that they customer service staff spend more than 10minutes attending to one customer.

It really regretting to stop by du outlet for assistance.

Kindly look this poor customer behaviors at your centers.

Thanks

My account number is [protected] under the name of Palak ranjan. I subscribed to the home internet service in first week of January 2022. Ever since then my wifi connection is unstable. I was promised that the wifi speed will be upto 100 mbps and my wifi speed is not even close to 5 mbps. I canceled my etisalat wifi service because I was told DU is better but I think I was wrong.

If you can check the call records, I’ve called numerous times to report about the wifi and every time the customer representative does troubleshooting which helps with a better signal for not more than a day. I’ve registered a complaint and received the inquiry reference number and been told various times my issue will resolve in 48 hours but I have never received a call back from the technician.

Kindly look into this matter as it’s a big disappointment. I’d like to cancel my wifi service if it does not get any better. I’m tired of calling the customer care and not reach any conclusions.

my Du number is [protected],problem was when i call to any one it is going to tapping to some one after connect to dialed number.this issue is last one year.

i changed my number and phone then take new connection and new phone,few month its fine,now my new number have same problem,no call forward from my phone,it is tracking by phone number,please help need from Du,who did this he will challenge to my privacy and Du and U A E LOW.

(please check from tomorrow my calls,still this happen)

Dear Sir,

I would like to express my deep disappointment of the service that is being provided to us by your team.

We have contacted Du representative for Internet installation at our offices at 3910 Platinum tower, JLT last Monday, 14 March! It's been 9 days! and the internet has still not been installed. There is a lot of miscommunication and irresponsible unprofessional approach among your team.

Because of this delay, we cannot start out work which negatively affects our business.

It is very disturbing to wait for almost 10! days for the internet installation in such an advanced city like Dubai, in 21st century. This is even worse given the fact that the whole Platinum tower is covered by Du internet system.

Given the above, I would really appreciated it if you could assist with this issue and ensure that problem is solved as soon as possible.

Contact details: [protected]

Email: [protected]@in-business.ae

Thank you.

Nigora

i get by wats from someone from du regarding the internet sim card offer ,then i got a heavy schedule for many days .

with a plenty call and text and disturbing me at work and at home .

then i get the chance to get the device from point of du .

after that one text to me follow up regarding when i can get ,,,i told that's its done thank you .

but after that questioning me why i get and where i get ,,then i block the person on wats ,,,after that another person texted to me need to know why i get from this point not from that points ,,,then i blocked again because it was irritated and disturbing a lot.

but the surprise was a text from someone teaching me how to be kind the text its like following

" This is such an unethical act to block my staff like this on whats app. If you have taken the device from somewhere else so that's fine. Just tell us that i took the plan already. But blocking someone such way is not a good manner.

first of all we followed you day and night at your ease and even on our weekends we followed you. And you showed such cold and irresponsible behavior by taking plan from somewhere else.. And all above this you are blocking in dis-respective way.."

so what you will do Du company ...

You can’t get service worst than du. They are not customer service-oriented, they are robotic, I'm wondering why they don't replace the team with a voice message instead to save their payroll. they will only ask you to wait and wait for no action even you request the in charge, it's not possible, one time they cut the conversation without any notice. this shows from all the feedback posted really shame such service in Dubai. I advise nobody du services

Hi,

I recharged my line today (quick recharge from Due) but the credits did not appear on my SIM card. I spent over an hour trying to reach the customer service because they provide us with an unreachable number. After more than one hour of struggling, they have answered. I described the problem and they said that you need to wait 48 hours for the credits to be reflected. According to my request, customer service transferred the line to the manager. The manager is also not able to resolve the issue, the best idea she comes up with is to send an email to the customer, and they will try to resolve the issue within 24 hours... or try to recharge again... as if I trust due services again. It looks funny and unprofessional as no one resolves my problem.

The poorest service ever on planet! They kept making mistakes in billing. I had no options but to use them for 15 years because they are sole internet and cable provider in my zone. They kept sending me extra charge every month. I failed to reach any of their customer service and their customer care email is helpless auto reply system that does not understand content of emails "software". I reached them after posting complain as a post on their facebook. They finally replied via chat box of fb. They issued a ticket and confessed that they charged me extra aed100 which will be deducted nwxt month. Next month, they sent me aed1250 bill which s 5 times my monthly bill! After many trials to reach them they explained they had system bug and this is new rate charged retro actively for many months but they will waive it once I downgrade my package! Then they send me reminder of bilk insisting to collect same wrong amount and they cut connection from.my home. I filed complain in tdra waiting for answer and I am off internet and tv!

Today 05.03.2022 i was in Du store Yas mall branch, to connect international calls, this required my ID and for discount my company ID, the Filipina lady start to ask from me salary check ,which right she have to ask from me such a confidential information, there is all my details, she told me that she need prove that i really work there, okay , for your information if i was not working there i wouldn't have ID of my company , as you know the company makes clearance and takes ID when employee leaves, but im not sure that you know that !What else you need more then company ID? Then i told her no need discount, let's do it without ,she answered very rud that in this case i can to by myself! In which case? Then what the [censored] she sits there and what they all work for?If i can do it myself! I hope you take action!Because its unprofessional!

December 2021

We bought trio sim from Du for company used at DU business center. Sim card number is [protected]. Unfortunately the number that they give us, has been registered to another company. We have put a complain already about this, but nothing resolved yet.

Please we really need this number and we need it as soon as possible.

We expect your prompt response on this please

Name: Tapash Kumar Bhattacharjee

Address: AA Tower, Financial Centre

Account number: 1.[protected]

Home starter New package (phn no [protected])

Home internet service was installed last Sunday, 27th February and we are experiencing poor connectivity. The main router is blue and near that the connectivity is somehow good. But the 2nd router is red & connectivity is very poor.

Please assist.

I complaint about the customer service in festival city named Jerame ramirez about the bad behavior i was Asking for changing my plan bu i get very very bad answering from that staff and i m really decide to cancel both plan that i use now with because of this even i will cancel all the plan in my company with du

I’m so disappointed about the du internet services I am paying to du company 1500 to 2000 AED per month I have three internets and one home plan and I'm always paying on-time,

they called me and asked me to upgrade the Home plan accordingly I done after that 22 to January 2022 I want to cancel my Home plan and I get a new home plant after that date due team confirm that plan has been canceled and still I'm receiving the bills for that plan even I’m not using that connection I called Much time to du customer care but they couldn’t help me to fix the issue the forcing and sending email to me to pay an amount.

The Home Department team mentioned that they call me two times to discuss and about the old plan but as per them I do not answer that so rejected my request without confirmed with me however maybe that time was sleeping but they had my email ID they have my phone they can send an email,

They are doing waive-off and adjustment among themselves without my consent and again without providing any information. Their mail says something else, on-call they will make another story, upon visit they have another drama to make up. DU does not work for the happiness of the client rather DU will make the customer's mind depressed.

No one is trained, from top to low management all provide false and misleading information. I am feeling short of words.

I'm advised NEVER EVER purchase DU even if they give you a good offer, free sim, etc, they will trap the customer and make money out of it.

I took Du Home surf internet connection and I am not getting stable internet.

Called customer care many times and they always do reset and it didn't resolved my issue. After forcing them finally they agreed for technician visit within 2 days and logged complaint on 7th Feb 2022. Till today nobody showed up and whenever I am calling their customer care they give some excuses.

I wrote email to their customer care ([protected]@du.ae) and reply was same as their agent. I cannot cancel the connection because of breach on contract. Really pissed off!

Internet worked properly only first two weeks ( they have 7 days trail period) and after that internet is not stable and they don't care about us.

Dear Du Respectful team

Hope this will find you well…

I tried being in contact with you many times with no actions from your side! Kindly note the below points:

For the account number 1.[protected] which is having my phone number [protected] I have the below issue with you:

My account is active I think since 4 years or more and I have a contract for one year only like 4 years ago however I tried to cancel Package plan more than once and the reply was that I need to pay the rest of the contract to be able to cancel the plan and make it as pre-paid line. however I didn’t ask to renew my contract for second or third year! And I didn’t sign or confirm on any call to renew my package for another year.

The above situation ends up that I almost paid 2 years without any usage for my package! You can verify this through your system.

My line was de-activated because of the payment and recently I was out of the country for the last year and half and when I came to dubai from six months I re-activate the line as it was disconnected and I paid all the pending amounts (Which I shouldn’t pay it!). Once I activated the line I asked the customer service to cancel the plan and make it as pre-paid she told me I will not be able to cancel it now you need to cancel it after 2 weeks as it’s on a plan just been activated! And she confirmed that I can activate it by sending email to Du as I was travelling back.

Once I travelled and I tried to cancel the plan over the phone they said you need to be in any branch to be able to cancel the plan otherwise send to Du customer service email to cancel it and I sent I think 2 emails with no reply from your side! And now you are asking me to pay a package for 2 lines for around 3 to 6 months which I didn’t use it!

Attached the email sent from my side for your reference.

I will appreciate to waive the pending bill and re-activate my line as pre-paid line not post paid because I already paid around 2 years just because your system is renewing my contract without my permission and also because of the misleading information which is received from more than once from your customer service agent from your respectful company.

Please feel free to reach me on my business line [protected] but please whoever will call me should be a decision maker as non of your respectful team is able to take a decision or able to help me within my problem while I am outside the country.

NOTE: I am always available 2pm on-wards not before that time.

Best Regards,

Mark

1-[protected] - Raising monthly bills for inactive account

Complaint No. 1-[protected] and Cancellation Ref. No. 1-[protected]..

i had to cancel my account 1.[protected]..

called the service team on 25th January 2022. raised the request under 1-[protected]

called them on February 2nd, was told that cancellation verification call was not completed.. so i called them myself and had it verified...

Now i had to send the e-mail to service team to have the Final Bill.. email was sent from my end on 03rd February..

i had chased them and was told 7 days after bill cycle, will the Final bill be ready..so waited for it..

on 13th February, they have raised the Full Monthly bill for an inactive account that had been cancelled on 25th January 2022..

Again called them and told them this is happening and remind them to do their work again.they said you need to wait another 6 days to have the monthly bill reversed (for the inactive account) and raise the final bill..

was promised within 24 hours some one will contact me.. but no body did..

Call center is irresponsible and e-mailing team is also not up to the required standards.

The final bill hasn't been raised till now..

I have faced issue with Home Wifi that I cannot connect on my mobile phone and laptop. I called Du Customer. I elaborated that the wifi is not under my account, it’s my landlord’s but I am the one using it so they have to contact me. I gave my number, but no one contact me. I saw the text that the incident was resolved so I called DU again. I provided them the same information, no one called. That was the 2nd times. My problem had not been solved.

I emailed DU customer care again, l’ve got the reply and yet, nobody contacted me so I guessed I have to take the matter on myself. So I solved the problem without DU helping me. Thanks to google.