Head Office
Al Salam Tower, Dubai Media City
P.O.Box: 502666, Dubai, UAE
Phone: +971 4 360 00 00
Customer Service
Phone: 155 or 800 155 (mobile)
Phone: +971 55 5678 155 (mobile)
Phone: 04 390 5555 (TV)
Phone: 188 or 800 188 (business)
Email: customer.care@du.ae (general)
Email: care.business@du.ae (business)
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About Du
Du is a Middle East telecommunications company founded in the year 2005. Headquartered at Dubai, UAE, Du initially operated as Emirates Integrated Telecommunications Company. The services currently offered include prepaid/postpaid connections, broadband, homephone and digital TV entertainment. The clients range from homeowners to small and large business organisations. According to the Du website, the company now has more than 6.5 million mobile customers, 555,000 fixed line subscribers, 180,000 home services subscribers and over 70,000 business clients.
Du’s postpaid and prepaid plans include Emirati Plan, Smart Plan, Pay As You Go and Tourist Plan. You also can pick the latest smartphone or tablet to go with your connection. Brands found include Apple, Samsung and HTC. Under prepaid plans, you have various currencies offering a range of features. You have monthly and daily bundles with non-stop access to apps. To apply for new connection, you can visit nearest store with valid passport or Emirates ID.
Looking for data packs? Du customers enjoy a wide range of prepaid roaming and Internet data packs. The data packs start from 160MB to up to 25GB. Other value added services include caller tunes, games club, video store, music store, voice mail and missed call alert. If you are looking for television packages, look no further. Du’s digital TV entertainment comes with 200+ channels in more than 15 languages. You can choose from a variety of premium pay-TV packages.
For homeowners, Du offers Homephone fixed line and broadband plans. For tariffs, installation fees, deposits and others, speak to a customer service agent.You can sign up for an account online to view account balance, get usage report, manage services or make a payment. Even prepaid recharges can be done directly on the website. If you would like to visit a nearest store, click here. If you are on the move, download the smartphone app to manage your services and make bill payments in a jiff.
Horrible experience with Du…. People who works in customer care not professional or if they did it deliberately – then this is fraud. I requested to cancel my account first in the office, after 3 time over phone. I left the apartment, I have paid fee cancellation and necessary payment around 1000 dirhams. As per telephone operator my account should be canceled after payment. I have left Dubai, I even have got deposit from DEWA and insta. But DU did not close my account. After 1 week they my friend called them just to BE SURE, that everything is ok. Operator requested my ID that I have successfully sent to them. Next day they it was NOT ENOUGH and they requested my passport. The next day they sent me just regular email that in order to cancel my account I have to call from landline. I have left Dubai…. I have followed all steps that they asked, I called them, I was in the office.
Cancellation reference Number: 1-338188224450
My du connection was cancelled on 14th May 2022. According to the customer care representative, I had to pay AED590 (including a cancellation fine). Since I didn’t use connection due to speed issues, I asked for a discount. From my call logs, they can find out I had issues from the beginning, but they didn’t give me a discount. Anyhow, I want to close the connection, so I paid the full amount. Again, I’m receiving a bill. Why? I have no idea?
I have Home Wireless connection of Du since Aug 2021 with a promise of up to 100Mbps speed. Now, 1 week back a sales representative called me from Du and offered me an upgradation to 5G Unlimited with a charge of AED.299/-. I refused and I told him that I dont need it now because I am not using the service as much. But unfortunately, since the date he called me my internet speed is cut down to less than 10Mbps. I called customer service many times and was no response. I truly believe that they are forcing people to upgrade by cutting down their service. Unethical and worst service!!!! I never had any such experience from Etisalat since long back. Further more, I am confused now how they will respond if I wanted to cancel this connection. I do not recommend Du to anyone!!!
I’m using du home wifi services, lost internet connection since the 9th of Feb and since that day I have been calling their support team until today 26th. Everyday I’m being told to wait for the technical team to call me and no one has ever called me. They always tell me they raised the issue to be urgent or priority with the technical team. It’s been been interesting to realize that it took an agent 4 hours to have a du internet setup service in my house and it has been three weeks to try and solve an internet problem. Im still waiting…
From 2012 to 2014 I was using postpaid card in du telecom then when I wanted to change from postpaid to prepaid. I went to call centre in alghurair and asked them to clear all my outstanding and to change to prepaid. Today after 2014 I get a call saying I have balance of Aed 238 when asked why so many years they called they gave a reason which is not reasonable. Legal department tells me my Emirates ID number is registered in other way I cannot travel without paying…we are staying in Uae last 28 years. We double checked whether any payment is pending in du centre in alghurair and they said no there was no email for the outstanding. This is the service I get using their network for so many years.
I have had DU service for over a year. When my contract ended I was put on a postpaid service without being asked. I kept this plan for 4 months until I was ready to switch to another company. I have never missed a payment since I have had this service. However, when I tried to end the contract the was told I had to pay for the month of December as well. So if this is a postpaid service, doesn’t that mean you have to pay for your service at the end of the month, but my service was cut off 10 days before the end of my service. So, after all this I ended up paying 700aed! I was given my receipt and told I no longer had DU. 2 days later I got an email from DU saying Welcome to DU!
Next day, I go to a different DU office thinking it would make a difference, and they tell me I have to pay MORE money to leave DU!!! I am sooo angry!!! Safe to say, I am very unhappy with the company and I would not recommend their services to ANYONE!!!!!
Absolutely appalling and pathetic service!! It’s been a week now that I have been calling them to get my home plan cancelled. The first time I called an agent said no need to cancel he will do the relocation and will give a 60% discount and will call back in 10 mins ,so obviously I called back and another agent said there’s no offer and we informed that the new building is an Etisalat building . Hence I asked him to proceed with the cancellation and he asked us to visit the store , which we did and the agent there said he can’t do anything and to call the customer service. Needless to say its past the contract tome now and they will delay it until they get more money , so everyday from 1st Nov I have been calling them and one agent after the other promises a call back in 30 mins and then nothing ,nobody apologises nobody tell us what to do but keeps promising call backs ,then we sent an email ,used chat service still nothing,plus the agents on chat lie since they can’t provide any service . Currently I’m calling their useless customer service number and I’m on waiting for 34 minutes!!! Why open a service if they don’t know how to serve.
Until last month the rental which I was paying was Aed 240, But this month I received a statement of 353.45. Yesterday only I complaint to customer care regarding this matter (Ref no: 1-294092454050). The customer care has told me that the plan has changed. I remember September 16th or 17th I got a call from the marketing team explaining that if I add Aed 10 extra to my monthly rental till this contract expires I will get attractive benefits like more local and international calls and more data. It was only a matter of Aed 10 dirhams so I agreed. I also remember that the person was not from the Indian subcontinent but an English speaker. That’s how they’re dealing with the customer, shame. I am really disappointed otherwise I was honestly happy with DU service.
I am so so angry at DU! I have been trying for ages to get in contact with a human being to sort out my children’s bills. All they ask for is payment on the phones. No help, no customer service. And the high bills are all wrong because we have paid out bills monthly for the past 3 years. I want to cancel their subscription. I’m fed up with DU altogether.
I have a very bad experience with du prepaid number.When I recharged my mobile last month,I found there was a daily deduction of AED2.I called 155 and requested for unsubscribe.The deduction started again after 1day.Today is the third time I am complaining for the same. It took 13 minutes to get connected with a Customer service person.1-253623493162 is the reference number for my request.
Very bad customer service. I had a internet home connection which they cancelled it themselves and the i was asked to pay for it even after cancellation. They said the SIM is still active and is in my name so i am liable to pay.
i feel like none of the customer support team knows exactly what to do other than to get people to take du connections.
i have never seen such customer center even in government offices in India.
I requested for a land line and WiFi connection on 12 of feb, 2021 through a sales person (Mohammed Zaheer). And I requested for an installation date on 15th feb, 2021. Unfortunately du disappointed me; after several follow up, the sales person send me an email with my new land line number on 17th feb, 2021. And the installation team came on 24th feb 2021, again they find difficulties to set up the device and connection. I am planning to open my shop on 1st March, 2021; I do not know what shall I do.
The technician told they can’t fix the connection here in my shop. I’m in a fix, because I have printed 10000 menu card for my shop with the given phone number by the sales man. And now if I don’t get the connection then I will have to reprint the menu, which will cost at list 6000 AED.
Very bad customer care services. Please don’t ever rely on their online chat customer representatives. I had a very bad experienced from them. They always misleading. I asked them 10GB additional data valid for 10days. They said the plan will be automatically cancelled once the days are over. But its not happend now I have got a huge amount of bill. So please never rely du customer care representatives
Very poor services. Cancelling your post paid plan will give you nightmare! Delaying tactics at its finest, even you requested it to cancel in advance to avoid extra charges they will delay the process so you do not have a choice, you have to pay the extra charge. Misinformation to all customer and very disappointing, Cs will not give you all information, they will leave you hanging in the chatroom. Maybe this is the reason why CS via phone call was removed, they cannot stand all the complaints of unsatisfied customers, they are only available via chatroom.
Very bad service! Very disappointed! Done a home service plan on 29.8. They promis me it will be fixed on 31.8. Got a call that the technical team will come on 8.9.
And I have to make sure that the hole day somebody is at home? So what should I do?rajeev one full day off from work and let my kids at home no school and no afterschool activities????
Very bad service! I’m totally disappointed! Once my yearly package finishes, I will switch to Etisalat. I can’t use my number for about 3 weeks. I updated my ID, and still my number doesn’t work! I can’t use my mobile data and I can’t call to anyone. I’ve been to office, asked help online, once called from another. Still nobody fixed. Such a bad service
Very bad service. I subscribe the friends and family pack or international calling 1000 minutes in 69dhs but if i call any number still my balance cut. And i call customer care 4 time but still my problem not solved. Du very bad services and they eat my 69Dhs
Dear,
I hope you are well and having a good day.
Please can you provide me with the work email address of the individual that handles your marketing and events in Dubai?
I really cannot tell you how much I would really, really appreciate your help in this.
Kind regards,
Jasmin Snook
I subscribed to data pack! for 500 MB data for just AED 2, which is valid for one day and it will be renewed daily basis unless u unsubscribed but I am trying how many times in order unsubscribe the service it’s showing invalid letters, so just I wanna know and clarify how it works, to avoid the service which you don’t require everyday, this is really complicated main issue is Customer service landline phone is always busy or hard to reach them,
I don’t know what is rough with my mobile number 0552747038, whenever I recharged my account I will just discovered my balance is been removed without knowing what is going on and I don’t want such a thing to happen again. pls help