DU
Reviews and Complaints

We have been using Du internet service for the last one year during November 2022 we have been having problem with they internet service, we raise several complains but the issue was not solve. Eventually the advice as to upgrade to 5G service and after the upgrade we don't have the service at all. We complain they came once time and ask for us to buy extension which we did but still the service went off after a week since then they fail to even visit when we raise a complain and book appointment for visit. We have no option left as we stayed more than a week without internet and we are losing business so we migrate to Etisalat on 5th May 2023, and request for account cancellation through all the due procedure write to them will all required documents, on 17th August 2023 they asked Etisalat to suspended our service claiming we have to pay pending bill for the months they service service fail to work. And we are force to pay this bill because Etisalat suspend our account.

I have installed Du 5g network and would like to inform you that this is the worst service I have ever experienced in 15 years in uae.

Du customer service people will trouble shoot network issues but it will not change anything in network.

I have requested for cancellation of my plan and in return they reduced my monthly bill by giving discount of 30 % and still I was paying for nothing.

You can’t even watch video on YouTube as it will stuck and keep buffering for hours.

I have requested for cancellation and till now it’s not cancelled,I am getting bill for no usage.

Du collected my router in June and till now my plan is active,whenever I call du customer service they will give fake promised that it will be cancelled today,it’s been more than 1 month and nothing is done till now.

People working in call center and literally rude and

Good for nothing.

I keep getting fake promises for this issue and

results are 0

DONT EVER TAKE THIS NETWORK

Anil shandil

I installed DU 5G wifi 4 months ago and since then I have been facing the speed dip issues.

I complained 3 times on their helpline, they gave me complaint numbers, each time their so called technical team did the troubleshoot and every time the speed drop was there up until now. After 4 months of this struggle and can't even watch a video on youtube without buffering a million times, I complaint again and because they said if I cancel on my own I have to pay cancellation charges of about 1500 AED and if the technical team can write it off that it's their fault they'll waive off the charges, well guess what? The technical team closed the ticket and I have been chasing off the customer service of DU since then. I am attaching pictures of Email thread and the speed I am getting after doing all the troubleshoot. I need help with this and if someone can connect me with a person in Du that can better understand my situation and at least respond me back because I am not going to pay cancellation charges or month 299 AED until they disconnect.

I got my du bill for this month where they charge me 400 dh for activating same service twice however i was not aware of this as i was in US i have first time when enable it did not work so i thought it didnt enable and still again i did ideally DU should check if alerady enable on same day they should not enable again same service on same number . Du should check i have not use data more than 10gb here still they are chanrging me which is unfair .

please help

mandar

[protected]

Team,

I raised complaint on 14th June'23 for Zero signals, one person visited and went but no use till date no proper solution & No proper communication on my concern

please check and help us. please check the below complaint (SR_[protected]_005781) email sent on 14th June'23.

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Dear Du Team,

I hope this email finds you well. I am writing to bring to your immediate attention a critical issue regarding the signal reception for my telecommunications service. Over the past few days, I have been experiencing a complete lack of signal, rendering my phone

I rely heavily on your services for communication, both personally and professionally. However, the absence of a signal has caused significant inconvenience and disruption to my daily activities. I am unable to make or receive calls, access the internet, send text messages, or utilize any of the features that depend on a stable signal.*

To resolve this issue as quickly as possible, I kindly request that you investigate the cause of the zero signal problem and take immediate action to restore the signal strength in my area. I understand that signal interruptions can occur due to various reasons such as network congestion, technical glitches, or infrastructure maintenance. Nonetheless, I trust that your team is dedicated to providing uninterrupted service to your customers.

Please treat this matter with the utmost urgency, as it is impacting my personal and professional life. I rely on my telecommunications service for essential communication needs, and I cannot afford any further delays in resolving this problem.

I would appreciate regular updates on the progress of your investigation and the actions being taken to address the signal issue. Additionally, if there are any temporary workarounds or alternative solutions available in the meantime, I would be grateful to receive instructions or assistance on how to implement them.

If this problem persists or remains unresolved for an extended period, I may have to consider exploring alternative service providers to meet my communication needs. However, I believe in your commitment to customer satisfaction and hope that this matter can be resolved swiftly and effectively.

Thank you for your immediate attention to this matter. I trust that you will prioritize the restoration of signal strength in my area and provide a prompt resolution to this issue. Please do not hesitate to reach out to me should you require any additional information or assistance.

Looking forward to a swift resolution.

Yours sincerely,

CH.Wilson

The worst customer service I’ve experienced in the UAE. Customer service reps are incompetent, and rude, and can’t maintain a proper conversation when customers get angry. Also, every du member talks about each other and blame their colleagues for mistakes. I’ve been following up on my complain since 1 month and every time i go to any store , they submit a request and tell

Me that du team will call me back and they never do. When i call them on 800155, they lack the skills of talking to customers, and they don’t read what’s in the file! Just so horrible and I don’t recommend them at all.

I have complain raised to DU app. Meanwhile my request mention status is resolve but nothing chamged regarsing my complain.. anyways im not paying that billing anyone agent who will call me to ask for me to pay I will not because im not paying what I have not purchased and it was my right, they can complain me I counter complain to the Dubai Police.

Order no. CM#[protected]

(Which is received)

Samsung S23 128GB, green (not bundle)

Payment : 127 AED (24months)

Complaint request no. 1-[protected]

Complain for overpriced device installment plan

I am receiving 242/monthly bill and not 127/monthly which I purchased

The request already mentioned it was resolved.. but its not

I would like to inform about this experience with your staff named Naziah/Nadine (she told me its Naziah but in her id its Nadine) and Melody.

They are rude to customers and they seem to don't know how to properly answer customer questions. I was telling Nadine the story behind my concern but she said she did not need any story🙁 then she told me I was not being nice to her. She was the one who wasnt nice by not listening to me. Melody's tone of voice was so inappropriate. She was talking to me in an angry tone just because I was asking her about why she cancelled the primary sim card of my husband [protected].

I have recently traveled to Vietnam from Dubai and unfortunately my mobile has no signal, and it is showing disconnected. I have tried contacting DU but they have literally no updates about me, and they are not able to give me the proper response as well. We have sent them several emails, and no one is bothered to update us on anything.

Date - 23rd June

Place - Vietnam

Contact - [protected]

I have requested to cancel my home service (tel/phone/internet) account since May 16. To cancel this service you need to be called by their cancellation department. However they do not call you, but close the cancellation request saying they tried to call you (which they clearly did not as i am receiving calls from variety other sources no problems). I re-raise the request and the same merry go round carries on. They however keep billing you for the "active" line. After one month of this i call and manage to get hold of cancellation department and they say they cannot close the account since i need to clear the due amount which i've incurred since i initially cancelled the account. WTH ! This is a big scam by the billing department.

My home Internet company , account no 1.[protected] is not working since yesterday dated 24th June 2023, spoke to customer care for more than 5 times since yesterday .. every time they committed to resolve the problem but no action has been taken

Pathetic service experience from DU telecom.

Incident no no : 1-[protected]

Not acceptable at UAE standards

Hi,

I visited a Du Kiok in Dubai Outlet Mall and requested for a home wireless internet connection in December 2022 (Comes with a Du router and SIM). The registration was completed in 15mins and I had my connection activated by the time I reached home. I used the service for 5 days in total after the activation and realized that its not suitable for my villa as I have many smart devices like wireless doorbell, cctv, wireless soundbars, TV etc. The connection was poor with too many dead zones and the cctv just wouldnt work.

I called up Customer Care on 800155 and mentioned to them that i'd like to cancel the connection as its not suitable for my villa and it does not work and connect half of my devices. I was also within my 14-Days return/cancellation period when I first made the calls but the customer care agent told me that as per their process they first need to raise a technical fault ticket only after which they can decide if the connection can be cancelled or not.

So a technical fault ticket was raised via the Du Customer Care 800155 in December 2022 itself and a lady from the technical team contacted me who confirmed that this Du Home Wireless Connection will not work for my villa. She mentioned she will put her remarks on the technical ticket.

As I did not hear back from anyone I constantly kept following up with customer care and one of the many agents I spoke with mentioned that the disconnection request has been received and its in progress.

In a few weeks I received a call from another lady from the cancellation department mentioning that I need to pay early termination fees for the remainder of the 12Months contract. I denied this request as I cancelled the connection within the first 5 days (14days cancellation period). She however did not want to accept that the cancellation was requested within the 14days period as she found no records on her system.

After a few follow ups with Du Customer Care one of the agents mentioned that the connection is still not cancelled. He then raised a new ticket to have the router collected from my villa and by this time we are in the month of March 2023. Someone collected the router and was told that he will update the team so the ticket gets updated.

As I didnt hear back from anyone I called the customer care once again until someone told me there is a bill I need to clear for the last few months that I have used the connection.

I then receive a First Legal Notice SMS which mentioned I need to pay an outstanding amount of AED 2800+ and that my services have been deactivated.

I called the Du Collection Department on [protected] and spoken with two different agents who have told me that they cannot do anything as I need to pay the outstanding amount. Main reason being they cannot find my cancellation request in their system nor the approval from the technical team as to why the connection was cancelled. All they can find in their system is that my services were disconnected due to non-payment of bills.

I would like to ask for help please as I am way too stressed with how this is going and has reached to a point that I have received a First Legal Notice. I am sure Du records their telephone lines and they can retrieve my phone calls from the 5th day that I was calling their customer care requesting to disconnect and cancel the service.

Appreciate any help please.

I had raised a complain within a month but not sure with the proper complain site but had sent a mail on 20 Jan 2023 to ( customer.[protected]@du.ae ) even given several calls but the services were so bad they kept transferring my call finally when I kept trying they connected me to a lady she told me to remove the sim from the router she will fix it also mentioned the call has been recorded but still the issue was not been solved as my problem was not solved I simply stopped using the device now I'm having another issues which is they call me for the outstanding amount which I understand is the processedure but please try to understand I haven't use the device after month of usage and payment as follows 1.[protected] account number my email address [protected]@gmail.com (+[protected] this the no. from which i had called then customer care

On May 12, 2023 i Saw a post on Facebook saying about DU iphone monthly plans that is only needed your Emirates ID. So I inquired. That next day may 13, 2023 11:06am she called me using a company number. And she explained How will I avail it such as, I will pay for 250 per month including inclusions of iPhone 14 pro max and a monthly data plan we just need to see and wait for the approval because she says it will take a day to process the approval. So when I hear her convincing approach I agreed about it. But before that she told me that the DU agent will call me and check if I'm eligible for it. She even told me that it's only 3mins call ma'am and only answer what he will asked

He will only asked about this and just this you will answer

Name:

5 digit of EID:

Nationality:

DATE of birth:

And the agent really called me. May 12, 2023 12:13pm with 1 duration of 3mins 19 sec.

As she says he asked only those I I answered as what she says.

And we continue chatting on WhatsApp.

That's the time She told me to send my emirates ID with her on WhatsApp so we can check if I'm eligible for it. And

I send her. When I send her she told me to wait and asked if I'm in Dubai. And I told her abudhabi. And she says okay ma'am just wait ma'am okay

And i says no worries.

She didn't respond until 4pm. So. I message her that hello ma'am good after if ever that it will get approved where I can take the Item(iphone 14 pro max 256gb) she still did not response until I saw my du app the same day the plan has already started. I messaged her the next morning may 14 Sunday

ma'am how are you is it approved already? . No response, the next day Monday. I message her again hello po good ma'am is approved already? Nothing. The next day Monday. May 15 ma'am is it approve already? She replied at this time bit she's saying again wait again because it's updating on their system 'and I even told her sorry for the disturbance it's because you're not replying. And she said I will update you later in the afternoon. And I told her okay because it's already started on my phone number the plan she just react thumbs up on it. This was 10 am so I message her Back 5pm she said someone will call me next morning. So I asked her for what call. may 16. I waited for the call a'd message her she didn't respond at all. So what I did I went to Du store at Hamdan street to check my account if what2 goi'g on a'd Hats under my subscription if it's with phone or without phone because I'm afraid that I will continue paying for it but I didn't received any

So just to clarify it I went there and he says that it's only monthly data plan for 250. This why I want to end it now.

We haven't seen anywhere such type of irresponsible & negligence towards clients.

We have taken total 5 mobile numbers for company purpose by stating same plan for all 5 numbers, wherein Du has wrongly activated with different plan for one number & charging us excess amount.

We have raised a complaint, that also closed without resolving it. Funny thing is even today if we call customer care, they will say that the complaint is under progress.

Since 3 months we are calling to the sales Agent who has given us this, he will always says excuse only & writing emails on daily basis wherein we will receive only one auto email.

Very poor service, never recommend or never ever go with this.

i have taken around 23 company sim cards from DU, with the specific agreed terms : as follows

1-sim card will be delivered within 3 days and activated at the next day of delivery.

2- free device (Mobile)

3- Two months bill waiver

4- hard cap in every sim

unfortunately, nothing has been done. several phone call and messages to agent but no action has been taken till now. overcharging and hidden charges are happening every month. it has been raised to the agent even with their manager but its remain unresolve till this moment.

I am complaining Du for charging me every month of the services I never used.

I purchased Du Wifi with them in 2022 however before completing 1 year contract, I decided to change the plan due to slow speed connection. Below are the trail of my complaints:

1. There are complaints on slow data since November 2022

2. Since we started going to office, I had reinstalled the office WIFI in the month of January 2023 and never used the services.

3. In January 2023 up to March 2023, my Du Home wifi were never used but I still pay the monthly charges. I have called the Du hotline to know the procedure of termination of the plan however since my plan contract is not yet over

4. In March 9, I visited the Union Branch to personally terminate the plan contract. I was served by the first counter, he took my EID for identification and advised me to pay the amount of AED 411 if im not mistaken. The amount is inclusive of the penalty of not finishing the contract. And since I do not have changed I have paid AED420 in the machine as per his instruction. After payment, again I went to his desk and asked him what else is required from my side and he confirms that all is done. Attached receipt for your reference.

5. after du collection team is chasing me for the payment, I came to know that my account is still active and he advised me to pay AED353 but I said I will contest the amount as I feel it is unfair to pay again when there is negligence in your customer service union branch for not handling the request of termination properly.

6. Even due to my hectic schedule as I am residing in Sharjah, I had visited again the Union branch to speak to the manager and lodge a complaint however again he advised me to call customer service. I informed the Manager that Customer service cannot resolve as well so the best way is to go to the branch. The manager in Union branch is cooperative with my request and wrote an email to concerned Department, he advised me that Du rep will call me within 24 hours after him writing a mail to concerned Department. I have waited for 24 hours and 48 hours but no calls from Du, so I took my initiative to follow up in calls and emails. I can say here there is No Customer Care happening here, unfortunately.

7. I feel that this burden of paying again and the bill spike to AED624.65 should not be passed to your customer when the negligence is attributed by your staff.

I was forced to switch my account from 4G connection to 5G free of charge by calling me trillion times, First month I was billed AED 630.58 which is almost 3 times double then monthly bill totally wrong for 4G I was paying AED 210 and 5G I was told I will pay AED 225 or so,

my services got suspended in Dec due to non payment, I didn't pay beause there was wrong and double charge on my account, I have been requesting them to fix it so that I can pay and close my account with DU, they have worst customer dealing service,First they told me to visit branch, branch staff says, go to billing team sitting in khaleej, when I go there I am informed I was being charged for both 4G and 5G, They were supposed to deactivate 4G and activate 5G,they knew this is theri fault yet it was not resolved at all, I have been requesting them to fix my bill so that I can pay it is so frustrating, I pay my bills on time, this dispute is pending since December, Yet my ticket was created and closed, as solved on the same day, when I asked billing team for what you are charging me AED 2700 he has no answer no one has answer from DU regarding this wrong billing wrong outstanding on my account, on the other hand they do not even take any complaint on call center as my account is already closed, so no exciting account no complaints taken, No one from their customer care is listening at all they just want customer to pay blindly, I have so many emails exchanged they have no proper justification that how come they can charge anything on closed account

account number 1.[protected] has unjustified outstanding, legal notice/action threates are given on call and emails.