Etisalat
Reviews and Complaints

dear sir/madam,
we are textile traders in deira dubai would like to complain for landline service from etisalat.
from last 16 working days our landline phone is not working & is affecting our business badly.
i had complained at 101 etisalat number more than 18 times but still no service is provided.
complain no:[protected]/8/2012
complain no:8030201 8/8/2012
complain no:8018737 2/8/2012
complain no:[protected]/7/2012

my landline phone number is [protected](not working).
please do the needful & restart our service as soon as possible.
regards,
danesh [protected]
for,
ABDUL RAHMAN SHAFEE MOHD TRD L.L.C

Since long we are facing problem with "Etisalat" local company, "PTCL", service provider of cable TV (Smart TV). They close the Peace TV English, Peace TV Urdu and Huda TV where as other religious TV channels remains online. They have been biased with these TV channles and place the plea that PEMRA has instructed to close these channels whereas there are no written instructions from PEMRA to close these channels. Also other cable operators still show these channles. I shall request to higher management of Etisalat to take notice of this religious biasness and stop local management from this practice and keep these channels on air. It shall be great help to Muslim Ummah.

Someone from etisalat called Khalid Ibrahim as per him he said he is in abu dhabi
6 floor al khaleegia new branch he asked me to charge with 1550 AED to get 500000 AED as my sim card is the winner number. I need to make sure is it true or no his mobile no.+[protected]

Last 1.5 months i have been following up with shameless telecom service provider to provide me a new connection.
I have followed up with customer care on everyday basis, reached there head office, tried calling there technical department.

There has been no answer on how they will provide me a new connection, They have no answer on when they wil provide a internet connection to my permises.
I have never seen such attitudes of the service provider.1.5 month and stil no answer.
It is a shame to use the only provider in the country for your Entertainment and Communications needs. Though it is known as a profitable organisation it really is not for the customers. They charge heavily on all the aspects but when it comes to servicing the clients they are worst I have faced then even the local grocery guy.

They hav e enjoyed a lot on their monopoly and at customers cost.

I tried even to launch a complaint with Telecom Regulatory authority in UAE still i have no answer.

April 2012: applied for eLife as part of a promotion from Etisalat
nobody shows up despite thee fact theat a surveyor team was promised to come and check thee location
May 2012: after many calls i was told, eLife is not available in our area
a few days later, anotheer caller from Etisalat said eLife is available and theey will come to install it
Beginning of June: Etisalat called me and i was informed my application is canceled due to no availability of eLife
At the very same day (!), Etisalat installed eLife in two adjoining villas in our compound, thee technician told me i must re-apply (in person) because theey have no evidence of my previous application
20. June: applied on-line for eLife (no need for a personal visit) and got reference # 29382
29. June: no furtheer reply from Etisalat, not even a call or an appointment for installation

What is going on, can this company do any job right, or do i have to go therough thee same agony as my neighbor?

Latest Events:

12. June XX:XX SMS FROM ETISALATINF: Sub Request Number [protected], No Appointment Info
12. June XX:XX SMS FROM ETISALATINF: Complaint 1081346 closed by Etisalat
14. June XX:XX SMS FROM ETISALATINF: Elife Request received and being processed
14. June XX:XX SMS FROM ETISALATINF: Appointment on 14 June Evening
14. June 14:21: CALL FROM TECHNICIAN: Technician will come in the evening [protected]
14. June 14:29: CALL FROM TECHNICIAN: Technician will not come, as no modem on stock. Will take 2-3 Days [protected]
-- Waited all day 14.June for nothing
16. June XX:XX SMS FROM ETISALATINF: Appointment on 16 June Business Noone called or came
16. June XX:XX SMS FROM ETISALATINF: Appointment on 16 June PM Noone called or came
-- Waited all day 16.June for nothing
16. June XX:XX SMS FROM ETISALATINF: Appointment on 17 June Business
17. June 9:35 CALL FROM TECHNICIAN: Missed Call [protected]
17. June 9:38 CALL FROM TECHNICIAN: Missed Call [protected]
17. June 11:23 CALL BACK TO TECHNICIAN: Technician claims he is at different customer, he will call later [protected]
17. June 16:18 SMS TO TECHNICIAN: When will you come? [protected] No response
17. June 17:58 SMS TO TECHNICIAN: Again, when will you come? [protected] No response
17. June 18:44 CALL TO TECHNICIAN: Technician: "I am not working anymore, someone will call you tomorrow" [protected]
-- Waited all day 17.June for nothing

Facebook Messages with Etisalat

Etisalat UAE

11. JuniMarco Horstmann
Complaint No 1081346
Phone [protected] // [protected]
DSCF0015.jpg

11. JuniEtisalat UAE
Good morning Marco, kindly provide us with your account number and user name. Thank you
Latest email to Etisalat:

Thanks for wasting my time, and not being able to solve the month old issue (again, see attachment).
Even though Etisalat promised to solve this issue after I posted my experience on Facebook, nothing has changed, other that Etisalat wasted now more of my time.

Just the recent history, since you deleted my former complaint about Elife not being connected (Complaint 1081346)

12. June XX:XX SMS FROM ETISALATINF: Sub Request Number [protected], No Appointment Info
12. June XX:XX SMS FROM ETISALATINF: Complaint 1081346 closed by Etisalat
14. June XX:XX SMS FROM ETISALATINF: Elife Request received and being processed
14. June XX:XX SMS FROM ETISALATINF: Appointment on 14 June Evening
14. June 14:21: CALL FROM TECHNICIAN: Technician will come in the evening [protected]
14. June 14:29: CALL FROM TECHNICIAN: Technician will not come, as no modem on stock. Will take 2-3 Days [protected]
-- Waited all day 14.June for nothing
16. June XX:XX SMS FROM ETISALATINF: Appointment on 16 June Business Noone called or came
16. June XX:XX SMS FROM ETISALATINF: Appointment on 16 June PM Noone called or came
-- Waited all day 16.June for nothing
16. June XX:XX SMS FROM ETISALATINF: Appointment on 17 June Business
17. June 9:35 CALL FROM TECHNICIAN: Missed Call [protected]
17. June 9:38 CALL FROM TECHNICIAN: Missed Call [protected]
17. June 11:23 CALL BACK TO TECHNICIAN: Technician claims he is at different customer, he will call later [protected]
17. June 16:18 SMS TO TECHNICIAN: When will you come? [protected] No response
17. June 17:58 SMS TO TECHNICIAN: Again, when will you come? [protected] No response
17. June 18:44 CALL TO TECHNICIAN: Technician: "I am not working anymore, someone will call you tomorrow" [protected]
-- Waited all day 17.June for nothing

I will not be sitting at home waiting for your staff any more. If you intend to come to fix my line, make an appointment with me on a defined time, and stick to it.
Amateurs.

Marco

11. JuniMarco Horstmann
Username: mordred
Al Shamil Account: [protected]

11. JuniEtisalat UAE
Thanks Marco, We've asked our support team to look into this and provide you with further updates.

eMails to Customer Care (whatever that means)

10. June 2012
Hi Etisalat CC,
It’s me again, the one of the many customers you tend to ignore.
Just to show you the cable that is still in my living room, but which will cut and return to your shops in Mirdif City Centre this week: A photo is attached.
Browsing the net, I figured that I am not the only one. I will also make my story public and look for alternatives to Etisalat. Fare well.

03 June 2012
Dear CC

Another 3 weeks have passed since my email, and still I am waiting for an explanation of what is going on and when I can expect the fiberoptics connection to be established?
Or shall I just cut this ugly cable so that it disappears from my living room?

Best
Marco Horstmann

15. May 2012
Dear Sir/Madam

For like 3 weeks I have a fiberoptics cable in my living room, and no one is coming to install a modem. I do not even get a status update.
Please get someone to finalize the installation.

Best Regards,
Marco Horstmann

eLife / complaint No 1081346

I just bought five 25 dhs etisalat recharge cards from spinneys for my prepaid sim card
i punched them all in, and i should have gotten around AED 122 of credit (because i had a negative 2.84 credit) but i only got 85 which is odd so i called them up and they said their "system" is down and that i should call them tomorrow at/after 12pm which i am going to do, so lets hope it works out well or im going to be one pissed off life long customer.

Note : this is not the first time etisalat screwed me over.

Within 48hours of connection and while trying to get the new Etisalat 3G modem to stop dropping in and out of an erratic connection I was cut off. The very unhelpful customer care number told me I had exceeded 120gb of downloads during the time the modem would not collect which was impossible at the transfer speeds obtainable from their inadequate system. An immediate customer complaint was lodged in writing which remained unanswered and unattended for six months until they issued a threat to close all my lines unless this was paid. Forget the glossy green professional sales pitch, Etisalat reflect perfectly Arab business incompetence at its finest and indicate why the UAE needs so many expats to run their businesses professionally. Open up the telecoms and business ownership laws in the UAE and companies like Etisalat would disappear down the pan immediately.

Respected Sir, My name is Omer Bin Azmath i bought a Apple Iphone on January 2012 from Etisalat On EMI and it lost and i did the local police complain, but when i went to Etisalat and inform them about the lost of my Iphone. they are telling we don't have any insurance policy of the phone and i must pay the remaining EMI, i shocked they are selling such big phone without insurance. i complain in local consumer but they are telling Etisalat is not include in the local consume complain list. they can't register complain against Etisalat. I'm requesting you please help me in this case.

i would like to say to the providers of elife internet to complete my elife request that i send.The elife technician will be come and he will be adjustment of wires is set up but the thechnician will not come please send the technician to set up our services.My mobile number is [protected].

Again, after I have emailed them 3 times over 2 weeks, they post another advertisement saying to get the new iphone 4s for free if you sign up to one of their monthly plans for 18 months. There is no *, or no terms and conditions apply. It just says to get the offer.
You then call them and are on hold for 20 minutes or you go to their store and queue for an hour and after waiting they tell you the offer is only for existing customers. No where is that mentioned in the advertisement or on their website!

My name is Denny, and my mobile # [protected], I have been getting abusive SMS and calls all day along and late eve too from Etisalat mobile number [protected]
Would request Etisalat to please check this number and intimate the person not to bother me or disconnect his/her line.

they sent me an email saying congratulations you have been chosen at random by microsoft emails.and i have to confirm this information.to receive 70, 000 pounds.i have given them all the information that they asked for but my bank account.is this real or memorex.they have sent me another email saying that with the holidays coming up there is a dead line, dec. 20.there is a kantor man with the info.and he sent a picture of him.if that is him.please let me know anything about this.

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IP address: 86.96.163.9
Time: 2011-09-15T21:02:16Z
URL: http://www.youtube.com/watch?v=zCs1Q565E4g&feature=topvideos_entertainment

I receives a miss call from [protected] stating that I have won the speciall ETISALAT Ramdan lottery for 500, 000. Dirham. In order to collect this I had to verify the wining number on the back of my sim card which is 89971 (please be aware that all Etisalat sim cards start with this number). He told me to call back, keep the mobile on without disconnecting it and go to Spinny or Carefur and buy five etesalte paper voucher at 500 each and scratch and SMS THE NUMER BACK to the number they will provide! I question him and he connected me to his SUPERVISOR who claim to be a SENIOR ETISALAT SUPERVISOR WITH ID NUMBER ... . I knew all alnog they were FRUAD and wanted to prolong the conversation so that I can inform the Authorities. Eventully I told them they were FRUD and I will have the proper authorities to go after them. They hung up and never called back. PLEASE anybody from UAE where is one of the safest country in the worl and we all live in piece and harmony, these calls are from outside UAE and claim to be legitimate, DO NOT FALL FOR IT.

It is a shame to use the only provider in the country for your Entertainment and Communications needs. Though it is known as a profitable organisation it really is not for the customers. They charge heavily on all the aspects but when it comes to servicing the clients they are worst I have faced then even the local grocery guy. I have been in this country for 9 years and have been a loyal customer to all the services of Etisalat viz: Mobile/Landline, Internet, and TV Entertainment subsicription. Unfortunately in last 5 years I have faced 10 different problems with the Provider and unfortunately they dont come even close 1 on a 1-10 ranking of service. The latest I'm facing the Evision problem for last 5 days wherein the new technology which the Etisalat brags about has been a failure as it has been giving problems from they it was introdued to us and on the cotrary there are charging higher for the same. The problem which I'm facing for last 5 days after the automoted upgrade of the IDIOT box which they name as Set Top Box, is that the channels stopped working and we are not able to view any of channels from Tuesday evening. After repetetive complaints everyday the technician walks in on thursday afternoon without any tools to identify there is a problem, evethough in the morning the technician called me to understand the problem and giving a detailed issue alongwith the box serial # and make, he comes without any tools to rectify the problem and promised to get back on Saturday. We are calling since morning and to our shock they are still working on our problem and would rectify urgently. I don't understand the URGENT terminology in ETISALAT's dictionary as every time our problem has not been solved before 5-6 days minimum. I would appreciate if the government allows other providers to play and let ETISALAT have some competition. They hav e enjoyed a lot on their monopoly and at customers cost.

Dear Sir /Madam,

Kindly find my account details.

Account No : [protected]
Subscriber Name : Jeevan Prasanthan
Account Status : ACTIVE
Service Type : eLife Product Group
I had made two payment in this account as detailed in the attached and the please note that I have made a complete payment during the two occasion. That the Amt prior to the payment was completely paid.

First Payment

Reference No [protected]
Paid Thru The WEB
Credit Card Type NA
Bank Approval Code 79304
Branch Abu Dhabi
Account No. [protected]
Amount Paid 1191.7
Payment Date 17/12/2010 19:12:53
Payment Type Bill Payment
Amount Due Prior to Payment 1191.7
Status Payment Processed

Second Payment

Reference No [protected]
Paid Thru The WEB
Credit Card Type NA
Bank Approval Code 12495
Branch Abu Dhabi
Account No. [protected]
Amount Paid 1496.8
Payment Date 10/5/2011 10:06
Payment Type Bill Payment
Amount Due Prior to Payment 1496.8
Status Payment Processed

Kindly check the amount due prior to payment and the payment amount. I made a complete payment of 1496.80 AED on May 10 2011 and Today I am having a bill of 1266 for effectively 2 months.

I cant understand the logic behind this. Kindly explain the things and reverse the extra charges.

I cant climb the stairs of your Business center for this purpose as I work 8 AM - 7 PM Sunday to Thursday.

Kindly do the needful..

--
With Regards,

Jeevan Prasanth

I was contacted by etisalat three months ago about an amount that is due on a landline number they said that i owned. However, i never owned a landline in Abu Dhabi. The name of the person is the same but the father's name and POBOX are different. After thinking that the matter has been clarified, i was surprised last month to see an amount of 1778Dhs charged on my mobile bill. After contacting the call center they told me that i need to visit the nearest etisalat service center. i did and the representative told me that it was a mistake because there was a guy with the same name owing the amount for his landline (the same subject considered closed 3 months ago). eventually he asked me to file a complaint and i did and when i asked him for a reference number, he simply said :"no need" he gave me a number to call for follow up. one month passed and the amount is still showing on my bill and now Etisalat placed a barring on my outgoing calls, i tried to call the guy on the number which he gave me but apparently no body wants to answer. i called the call center and they simply said their famous answer : you need to visit the closest service center, and the problem remains, now i have my phone disconnected for a problem that i did not make!

Dear All,

I, Hiren Gandhi (My Mobile no. is [protected]) want to send one information & requesting to take necessary action.

My Wife, Ketki Hiren Gandhi got a one phone call on her mobile from the Fraud Caller whose mobile no. was [protected] on yesterday at 3.26 p.m. telling that you won a AED 200K Lottery from Etisalat & he asked to verify the SIM Card No. [protected] by Switching Of the Phone. He called again at 3.35 p.m. from Same No. (i.e. [protected]) & told that his name is Rehan Patel & he is doing job in Etisalat. He was very clever & he put psychological pressure on my wife & some emotional pressure also & he convinced my wife to get the AED 700 Etisalat Recharge Voucher & Give the PIN No. to him as a surety for Encashment of Lottery amount from UAE Exchange. He was threatening to my wife that she has to keep continue to talk with him & do not inform anything to any one. The Call was continue from 3.35 p.m. to 5.50 p.m. & In-between my wife called me also by putting his phone on hold according to his instruction & he pick up my phone also. I think that he was observing all our communication & he informed to my wife to tell lie to me that my Son got injury & she need money. He told to my wife to give surprise to me when I returned to home. When I came to home at 5.30 p.m. I got the Idea that this call is Fraud & I informed to Dubai Police on 901 & CID Police on [protected]. That time the call was continue & I also insist Etisalt Customer Care to trace the Callers.But No body trace the phone. During this period he told us to send 1350 AED through Western Union & then after he will give us the Secret No. for Money Transfer. I cut the phone at @5.50 p.m. & told him that we are not interested.

Meanwhile he recharged all the Recharge Vouchers between 4.30 p.m. to 5.50 p.m. Please find below the Recharge Voucher SR. NO. & PIN No. for your reference.

SR. No. PIN No. Amount
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 50
[protected] [protected] AED 100

I am confirming that this is purely mistake of my wife as she is innocent & she came first time in Dubai in last month. She was in impression that there is no crime, fraud & Cheating in UAE & if any body try to do any crime then the punishment is very rude.

Any way, I am again requesting you to take necessary action against this crime & save another innocent people to become victim.

You can contact me on my mobile no. [protected] for any other inquiry.

Regards,

Hiren Gandhi
[protected]

As a customer, i think i have the right to know why i received a message today saying, "Your GSM Amount has reached Dhs 5115.75
For continuation of service please pay this amount at the earliest.
For call details contact nearest Etisalat Office"
When i went to Etisalat Office in Sharjah (Al Manakah) to ask for an explanation they are saying i have to wait till the end of this month for the bill to be generated. When i myself can check the status of my data usage by sending DATA sms to 1010 and it shows as on today the usage is 287 MB only. I bought the mobile broadband device (7.3 Mbps Speed) with data plan of AED 145 per month for One GB (2GB for first two months) on April 2, 2011 and only used it for three days that to only for (not more than) 4 hours in total. (To my astonishment, at any given point of time, the speed was not more than 3 Mbps - Checked it several times using Speedtest.net and other testing methods)

In my computer system itself, i can see the usage data with the amount of data transfered in MB for each session logged in and logged out. The irony part of Etisalat customer service is that including the Manager in the Etisalat do not know how to sort out the customer problems and issues. They are saying that they can not check the details and also not ready to see the details in my laptop and further refusing to accept the complaint or cancel the service completely and refund the amount.
I would like to know what type of system is this where by giving a
wrong sms to the customer and refusing to accept complaint or resolve
the issue? How do i trust Etisalat service and continue with it? I
would like to take up this issue with customer redressal forum or through legal ways to find a solution for common man protection and compensation. I have switched off my mobile and stopped using the
broadband service and waiting for a solution. The problem is still continuing without any solution.

I need justice for my case and also request Etisalat and other legal experts to look into the matter of Customer Service in a serious manner.