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I am not Etisalat Staff. I am maintaining this blog with the help of Etisalat website and Internet resources. onabin@gmail.com

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Registering Complaints to Etisalat

Complaint Registration to Etisalat
  • You can register your complaints to Etisalat using customer care number 101. Dial 101 from any Etisalat number. Be sure you have username/account number/ full name of service owner (in case of internet).
  • 101 is facilitated with IVR service which redirects the customer to the correct department to register your complaint.
  • They will listen you first, suggest you some methods, write emails to concern department, warn you about the applicable charges if there is fault from your side. If you need technician visit to resolve the technical problems, request for technician visit otherwise follow the instruction from Customer Care Representative (CSR)
Before calling 101 for complaint registration

Etisalat always wants to run their business smoothly and gather more and more happy customers.
  • make sure you have relevant information with you (service installation date, username, password, flat number, full name, recent bills)
  • make sure there is no fault from your side, otherwise they will charge 50 - 100 Dirham charges.
  • you are calling from Etisalat landline or Mobile SIM to avoid calling charges.
Explaining your complaint to Etisalat
  • When you call 101 you should properly respond to IVR system to redirect yourself to proper department.
  • Avoid the survey option to save your time during IVR processing
  • When you got the CSR, give him/her your account number, give him/her time to go through your details in their computer.
  • CSR will ask your full name to verify you are the correct person.
  • Now explain your problem to CSR, let them handle your problem first.
  • Be cool and passionate, follow CSR instructions and answer him/her properly.
  • Never argue with CSR, never speak rude to him/her. If problem is not solved, just request them to send technician to the home or ask for appropriate method to solve the issue.
  • Never confuse them with too many detailing.
  • They will tell you if there is fault from your side, you will be charged 50-100 dirham or reasonable amount.
  • If you need compensation on billing, cancellation of service etc ..... visit Etisalat business centers but inform to 101 CSR.
  • If technician visit is necessary, they will send according to your time ease and within 2 working days.
Etisalat technician is in my home, what to do ?
  • Welcome technician to your home if you have reasonable/sufficient time to provide him/her. Otherwise provide him appropriate appointment.
  • Don't ever let the technician to wait you for more than 20 minutes, otherwise he will attend another customer to finish the papers in his hands.
  • Never forget to ask his name and save the technician phone number
  • Explain them your problem whether it is first time or repeated.
  • There is no need to show rude or very loyal-like attitude, speak with a smile to inspire them.
  • Never pay on site, if there are chargeable amount they will be added in your bill. If the technician is asking money from you, call 101 or his supervisor for inquiries. 
  • If the problem is not solved on same day, request the technician to call for backup from his supervisor or friends. Talk to his the supervisor or team leader if needed. Request them to sort out and solve the problem.
  • If technician is closing your complaints without solving it, you should visit nearest main Business center and try to find a person who is the (CST in short) controller/area supervisor - technical to explain the issues.
How strong are you ?

Read the article Here

More Information

Phone: 
Free number (24 hours, 7 days a week) inside the UAE : 101
Outside the UAE : +971 4004101

Email:
care@etisalat.ae

Website:
www.etisalat.ae

Post:
Head Office P.O.Box; 3838, Abu Dhabi, United Arab Emirates

Fax:
Inside the UAE : 105
Outside the UAE +971 4004105

In person:

Abu Dhabi Central “Main” Business Centre, Abu Dhabi
Region Head Office Building – Shaikh Rashid Bin
Saeed Al Maktoum Street (Old Airport Road)
Sun – Thurs: 08:00 – 20:00 Sat: 08:00 – 13:00

Dubai Deira Business Centre, Dubai Region Head office
Building – Baniyas Street, Deira
Sun – Thurs: 08:00 – 20:00 Sat: 08:00 – 13:00

Sharjah Al Manakh Business Centre, Sharjah Head Office
Building – Al Manakh Street, Kuwait Roundabout
Sun – Thurs: 08:00 – 20:00 Sat: 08:00 – 13:00

For other Business Centres nearest to you, please visit our website
www.etisalat.ae or contact our Customer Care Centre on free number 101.

143 comments:

  1. my internet and phone lines have not been working for the last ten days! i am ready to cry with frustration.
    it seems Cabinet 31 is without power, and some nonsense is told to me every day about why it is without power. I am angry, frustrated and helpless. This is no way to treat a customer!

    ReplyDelete
    Replies
    1. This comment has been removed by the author.

      Delete
    2. My guest went to mall of emirates and encountered impolite and rude agent .... they were very annoyed, dissatisfied and disappointed. .. Etisalat is trying its best to change but with this kind of staff on board they will continue to loose customers to competition. I'm disappointed too, as it spoiled the image of UAE. There was no supervisor and no complaint form or register. Too insane

      Delete
  2. Pls keep complaining, repeated complaint for same customer will put fine for the technician, supervisor and team leader.

    ReplyDelete
  3. My guest went to mall of emirates and encountered impolite and rude agent .... they were very annoyed, dissatisfied and disappointed. .. Etisalat is trying its best to change but with this kind of staff on board they will continue to loose customers to competition. I'm disappointed too, as it spoiled the image of UAE. There was no supervisor and no complaint form or register. Too insane ....

    ReplyDelete
    Replies
    1. I agree with you. The biggest challenge for Etisalat is the behavior management of their staff and contractors.

      Everyone is behind maintaining the KPI and promotion of position and they are ignoring the customers.

      Delete
  4. This comment has been removed by the author.

    ReplyDelete
  5. asked 4 days ago to connect my new home with landline and internet, was promised within 3 days. Previous tenant also received etisalat service. Technician 2 days ago opened some boxes out side of the house and promised another technician will come to install abox inside of my house,...but nothing happens. 2-3 times per day complaining to 101: only phrases, no reliable answers, connection within 5 days to 3 weeks,..most disappointing servive ever. Nobody responsible for anything,..
    regards Dr. Michael

    ReplyDelete
    Replies
    1. Dear Sir,

      1) If you are living in villa, there may be

      a) cabling issue from main telephone box (Fiber distribution hub FDH) to the main-hole outside your villa. In such case, the technician will forward your paper to the Network Maintenance department for fault clearance.

      b) cabling issue (or no fiber cable) from main-hole to inside the junction-box of your villa. For such cases, technician will pass your paper to their cable team for fixing fiber cable and perform splicing (joining) from FDH to main-hole.

      b.i) If there is civil-work related project (such as digging the pavement or road) and permission is required from Municipality to clear the route, Etisalat will manage the case but it will take long time (more than one month unfortunately due to laziness of concerned department).

      b.ii) If there is cable route blocked due to interlock, then you should clear the interlock related permissions. But technician should clearly inform you about the issue and connect your call with their field/area supervisors.

      2) If you are living in building, if there is cable route blocked, there are two possible cases to clear the route (a) take permission from building management to put flexible pipe from telephone room to your room and arrange the flexible pipe for technicians or their cable team (b) talk to building management for route clearance if Etisalat is not allowed to fix the fiber cable inside the building.

      In either case, please provide some enough time to the technician (who is visiting your home) to explain their problem, understand the factors that they are unable to provide service in time. Please ask them
      a) about the causes for delayed service
      b) about the possible solutions
      c) try to get their supervisor contact no. if further help is required for technician to execute their work as soon as possible.

      Delete
    2. Thanks for the prompt comment, there is no construction or digging outside, just a easy re-connectioon. I will try, based on your recommendation, to talk to a supervisor and ask for proper solutions.

      Delete
    3. welcome sir, I hope they will provide you connection asap.

      Delete
    4. based on your recommendation I called again 101, no information for the delay, received a request number and they promised me to receive a supervisors call within 2 hours. Now 5 hours later I am still waiting: no call, nothing,....whom to contact in your company for proper service and solution ? So I am still sitting in my clinics office because I can not do any work at my homes office !

      Delete
    5. ...and waiting, nothings happens,..routine phrases while calling 101

      Delete
    6. Exactly my experience. I call 101, and the agent who has no responsibility and refuses to give his name or number, will promise something, and then nothing gets resolved.

      Next call, the exact same thing happens. Atrocious Customer service.

      Delete
  6. .....nobodys bringing the box , already all my neighbours are connected ince weeks, no promised supervisors call, nothing,...!!

    ReplyDelete
  7. Set top box installed to my home in Mussafa on 14th March changing from e-life double play to e-life tripple play.
    Till now as on this writting (ie 24th March) the connection is not activated. Complained to etisalat and followed up with them many times. Standard reply is as soon as possible it will be resolved. Nothing happened. Very much dissatisfied!!!

    ReplyDelete
  8. I was cheated by etisalat ...!
    Last month I got a Promotional call from etisalat about free HD tv internet connection. Reluctantly I had to say ok.
    later that day itself I called and asked them to cancel it. I was told as there was no connections made there was no need for cancellation request.
    But now I get a bill of AED 100 as cancellation fees for almost nothing. Such a disgusting idea of cheating people with their hard earned money...!

    ReplyDelete
    Replies
    1. Dear Sir,

      Etisalat is not authorized to charge you without confirming the service installation. Generally they take 100AED charge for technical support and only if there is fault from your side but not like this cancellation request. 100AED charge for cancellation is applied to those customer who later cancel and such charge is applied for service downgrade request or for location shifting.

      Please visit nearest Etisalat office, contact the Sales department. They will sort out the issue. If this is unwanted charge, they will compensate 100AED to next month bill.

      Delete
  9. my aplication with account # 042507281 & ref # 310744375 of 17th april till waiting for e-life calling to 101 transfer to the technical dept but there is no clesr response.The tec come twice opening the mainwhole but ......really i am dont know what happen to Etisalat....

    ReplyDelete
    Replies
    1. Dear Sir,

      1) If you are living in villa, there may be

      a) cabling issue from main telephone box (Fiber distribution hub FDH) to the main-hole outside your villa. In such case, the technician will forward your paper to the Network Maintenance department for fault clearance.

      b) cabling issue (or no fiber cable) from main-hole to inside the junction-box of your villa. For such cases, technician will pass your paper to their cable team for fixing fiber cable and perform splicing (joining) from FDH to main-hole.

      b.i) If there is civil-work related project (such as digging the pavement or road) and permission is required from Municipality to clear the route, Etisalat will manage the case but it will take long time (more than one month unfortunately due to laziness of concerned department).

      b.ii) If there is cable route blocked due to interlock, then you should clear the interlock related permissions. But technician should clearly inform you about the issue and connect your call with their field/area supervisors.

      2) If you are living in building, if there is cable route blocked, there are two possible cases to clear the route (a) take permission from building management to put flexible pipe from telephone room to your room and arrange the flexible pipe for technicians or their cable team (b) talk to building management for route clearance if Etisalat is not allowed to fix the fiber cable inside the building.

      In either case, please provide some enough time to the technician (who is visiting your home) to explain their problem, understand the factors that they are unable to provide service in time. Please ask them
      a) about the causes for delayed service
      b) about the possible solutions
      c) try to get their supervisor contact no. if further help is required for technician to execute their work as soon as possible.

      Delete
  10. my aplication with account # 042507281 & ref # 310744375 of 17th april till waiting for e-life calling to 101 transfer to the technical dept but there is no clesr response.The tec come twice opening the mainwhole but ......really i am dont know what happen to Etisalat....

    ReplyDelete
  11. Just called 101 to raise an issue. Asked the Call centre Agent (Dipti) to register a complaint regarding my issue, her answer was we can not create a complaint from the system, and that I will have to go to Etisalat main office to do so. She was too reluctant to do so, and at last on my persistence agreed to open a complaint. Gave me a complaint number 2683923, I asked I will sure get an SMS for this complaint registration number, and the answer was "NO" we don't send SMS for complaint registration.

    After the line closed, I called 101 again, this time another agent, I gave him complaint number 2683923 and asked if he can tell me about it. He searched and at last said, there is no complaint with this number found in the system under your account. Also that today's complaints are starting with 91xxxxx and not from 268xxxxxx.
    By this you can the type of service we get.
    This is only because we are "stuck" to Etisalat only. Monopoly is the greatest reason behind such service.

    ReplyDelete
    Replies
    1. Dear Sir,

      I agree with you that sometimes they do not register complaint. Reasons could be
      a) their customer billing system not working
      b) to avoid booking of wrong complaint
      c) call dropping habit (though it is not permitted here :))
      d) CSR is not trained well to use the system

      Depending upon the customer complaint, they also issue different complaint and it is used for internal communication, such complaint is neither provided to customer or to the field engineer.

      Nowadays, I also feel that some 101 CSR are interested to achieve their call quota rather than solving customer issues. God bless Etisalat !

      Delete

  12. I tried calling 101 using a landline from the office but it says “ Invalid Number”
    I would appreciate if you could assist us with this issue.

    Best Regards

    ReplyDelete
    Replies
    1. Sir Please use your ETISALAT SIM, if you are using DU SIM, please dial 800101

      Delete
  13. I have made a call from my cell # 0563024700 to +923335765355 at 1845 hrs but there was auto recording to get loan of 30 Rupees so i disconnect the call after ending call there was deduction of 1.43 DH which is not fair and need to be justify.

    ReplyDelete
  14. I was using Evision for the last 2 years, one day I have received a call from etisalat, informing that they can migrate / upgrade me to e-life triple play. Then I ask to the agent clearly that 'is their any additional charge will apply for that?' but the agent ensure me that nothing will be charged additionally beside that the existing e-vision account will be canceled, my SR # IS 303342877 and after I did not received any bill from e-vision for next two months, but now they send me a bill I surprise and call back to e-vision then they told me that, my account is still running. Now i have to cancel it, the strange thing is that their will be a notice period of 1 months with all cancellation charges. But i don't know where to complaint, how to complaint, I call customer care both e-life and e-vision also I went to the office direct but no one can help me. Can you please explain what is my mistake in it? why it happened? and what i have to do now?. my email id is homevellarayil@gmail.com

    ReplyDelete
    Replies
    1. Dear Sir,

      There is no charges for upgrade from 2P to 3P but they will charge 40AED/month for Asian Choice Basic and the rate varies if there is additional packages.

      The cancellation of e-vision is "a must step" after getting e-Life 3P upgrade and the old e-Vision receiver should be returned back to Etisalat.

      Only the Sales (available in Etisalat Business Exchange) department can handle this case but my experience says
      a) after the bill payment, if sales dept is sincere, they will compensate the extra payment on next bill (possibility = 5%)
      b) you have to pay all the bill for cancellation of e-vision service without any adjustment of payment (possibility = 95%)

      Delete
    2. I have cancelled my E-vision account after paying all amounts by last Wednesday evening around 6pm after I reach my home around 7pm, I found my TV connections were disconnected immediately. I complaint to the etisalat again, then only we realized it was still running on E-vision only and E-life TV was not activated while I was paying both e-lifte TV(via triple play package) and E-Vision as well. Now it is clear why my TV was disconnected immediately after cancellation of E-Vision.but my TV was running with e-life receiver which has been replaced with etisalat only. So It is clearly proved that, it is a mistake from service provider's side. I am sure etisalat is a customer friendly organization they my compensate my extra payment which i have already paid. Any how thank you for your kind advice.

      Delete
  15. Dear Sir,

    I have one doubt. Etisalat provides E-vision service either via co-axial wire or via ONT that is dependent to fiber optic wire. If your E-vision service was running on co-axial wire, then this service has no relationship to e-Life service (i.e. ONT). They do not migrate your old E-vision service to eLife package.

    If your E-vision service was running from ONT from beggining, then the e-Life 3P product will not affect the port allocated for E-vision service. (Generally, if E-Vision is applied first - then the first port of the ONT will be allocated for E-vision, second port will be used for Internet and third port will be used for 3P TV service). So after cancelling E-vision, old receiver should not work, but new receiver should work.

    Please call 101, provide them your landline number (eLife account number) and verify whether you are using 2P Product or 3P product. And also verify whether E-vision service is cancelled or not. There is one option in eLife package, they call "Downgrade" which means if you are using 3P Product and you only want Internet and telephone, you can downgrade to 2P Product. In this case also you have to return the Etisalat Receiver.

    ReplyDelete
    Replies
    1. I am using ONT (Optical Network Terminal) from the beginning and i am very sorry i am not technically sound in etisalat's systems. but here you said "then the e-Life 3P product will not affect the port allocated for E-vision service. (Generally, if E-Vision is applied first - then the first port of the ONT will be allocated for E-vision, second port will be used for Internet and third port will be used for 3P TV service) then the e-Life 3P product will not affect the port allocated for E-vision service. (Generally, if E-Vision is applied first - then the first port of the ONT will be allocated for E-vision, second port will be used for Internet and third port will be used for 3P TV service)"
      Now tell me
      1) I did not touch in the ONT box, it was connected by etisalat's Technician while I was migrated to 3P then why they did not change my port?
      2) Why no one advice me to cancel my E-vision account ? because i am a normal costumer and I don't know the systems.
      3) according to you "Please call 101, provide them your landline number (eLife account number) and verify whether you are using 2P Product or 3P product. And also verify whether E-vision service is cancelled or not.

      1). Etisalat was calling me and requested me to upgrade to 3P, I just agree only. Up to that time I was using 2P + separate E-vision.

      2).Afte my acceptance Etisalat Technician came Immediately and replace my old (Evision) receiver with new Etisalat receiver, but not advice me to cancel or return my old E-vision receiver.

      3). When I have disconnected my TV after cancellation of E-vision, again they came but they just change the port and then my TV become active. So why they did not do it before?

      You said in your reply "There is one option in eLife package, they call "Downgrade" which means if you are using 3P Product and you only want Internet and telephone, you can downgrade to 2P Product. In this case also you have to return the Etisalat Receiver."

      I need TV, internet and TFC so ?

      Shall I except an answer again that showing all the above are still my mistake but money has gone from my pocket?

      I am really sorry if you feel bad at any of the above.

      Thank you for your kind cooperation and advices

      Delete
    2. Dear Sir, It was a very bad treat from Etisalat towards its valuable customer. They are selling their products showing some offer and they are using hook-and-switch marketing policy.

      Technical person/CSR should have informed you to cancel the old e-vision service (or advised you to use for another TV) after 3P migration. Both customer and technical person should provide enough time for their best understanding for a targeted requirement.

      If customer is always right, then Etisalat should accept the fact that their system allows them to trace each billing transaction stage-wise. But there are staffs who do not listen customer and care for their hard earned money. They just want to wash their hand and drop all the risks to the customer.

      I humbly request all people to read terms/conditions of Etisalat (or govt offices) contract and its services, hidden charges, limits of offer plans, limits of regular plans, payment terms, payment criteria and service warranty. Please simply do not accept offers from phone call but ask for email (at least) so that you will have a written agreement.

      Delete
    3. Thank you for your kind reply and supports,

      Delete
    4. Thank you for your kind reply and supports,

      Delete
  16. Hi,

    Before leaving UAE I have transferred all my numbers including landline , broadband, GSM.

    Only the number i am still having is Al Wasel +971-50-4294942.

    if i have transferred all the number from my name why Broadband bill has been transferred to al-wasel number and why my Broadband bill has not been transferred or payoff while transferring.

    From where and why bill has been still pending if the account is not on my name.

    thanks & Regards
    kazim

    ReplyDelete
  17. hello,

    I am 4 days before local call bundel activated 2 dhs 10 Minutes,but now that promotion no need how to disconnect this offer,everyday automatic first call 2 dhs cut so pls stop this offer

    ReplyDelete
    Replies
    1. dial *111# and follow the instructions

      Delete
  18. I'm leaving in Al Muneera in a very new building and first time in 10 years I' using using etisalat TV (e-vision). Every month I have problem with E-vision package: no land line, no internet, no TV.
    2 to 3 days per month I'm disconnected due to the negligence of technicians which are working inside the main etisalat pannel for new connections (this is as per the technician statement).
    The TV service is very bad and limited (not as per direct OSN package); unfortunately I'm forced to pay etisalat to have this services - OSN are not able to install a dish on the building therefore they cannot provide service.
    I'm really very disappointed for etisalt services. I'm paying my bills (average of AED 1500) every month with no delay and what I'm receiving? - a very bad facility!

    ReplyDelete
  19. I insist dat network providers have no right to barn customers from making calls. Today is 27th deadline for SIM reg is 30th why barn me from making calls? This is an infringement on my right as a human being. #wat insolence#

    ReplyDelete
  20. I had requested my Elife line shifting to my new flat on 27th June and i got a ref no 2911237. I called 101 daily bases for the same care but nothing happened so far.Today when i called 101 the person who attended the call told me that your case is closed.....so funny. I got a new ref now...I don't know when they are going to close without solving this isssue...!
    I am so fed-up....last 7 days no internet...
    I wrote a mail to care@etisalat.ae but no reply...
    how can I escalate this issue? how to know who is closed without solving the issue?

    ReplyDelete
    Replies
    1. Dear sir,

      You should visit Etisalat Exchange (main business center) and contact Sales department and book one complaint "service closed without installation" and claim for refund.

      Customer is always right so Etisalat will take strict action against the team who failed to provide you the service.

      Delete
  21. I have, myself, been to the store at etihad plaza and DEAR DEAR DEAR
    the service was amazingly POOR and the agent were Professionally RUDE..
    Customers came few minutes before TEN, wich happens to be the time of openning,

    BUT guess what..
    TWO amazing agents were inside, a male and a female , were sitting inside 20 minutes before they open.. which i first thought what a good employees (and i was there for the first time, so i thought that was really good)..BUT the door was closed.Knocked on the door but no answer..I was actually the first to arrive there so i thought its okay, I am a bit early so i went and waited inside the etihad plaza building because the weather was very humid and couldnot wait outside...

    people started pilling outside and knocking on the door but Guess what still no answer .. although we could see the agents inside..
    People waited in the SUN and HUMID weather but the agents were happily browsing the net inside the store.. when i signaled to the Beautiful lady inside to open the door cz its humid outside, she singaled back with two opened hands meaning " I WILL NOT OPEN TILL TEN, and you can wait out side"

    My idea was open the door and let people in, but you dont have to start till ten.. if thats what you want
    at least you would know who came first and have a qeuo

    which turned to be a problm at last, cz when the male open the door and time was a minute past ten.. customers were arguing about who shuould go first and who should wait..

    I was sure that i was there first but still could not go first and had to wait.. then i decided why should I go through all of this

    SO I left the place

    ReplyDelete
  22. what is the international customer support number +9714004101 does not connect?

    ReplyDelete
  23. I had made a complain (no-9390324) on 4-July-13. The complain is for duplicate charges on my bill. But since I have complained nobody from etisalate has called me regarding the clarification of the bill.
    I have also call to customer care (101) 10-12 times but they are only saying that they have forwarded the mail to concerned department but can not clarify the bill.
    This is the kind of horrible service I am getting from etisalate. First they add additional charges without any reason then can not clarify those.

    ReplyDelete
  24. Dear Sir,

    Please visit Sales Department on Etisalat Business Center near to your location. 101 is not very supportive in this regard. If they are telling you to send fax or submit bills, please follow their procedures. The extra bill are compensated on next month bill.

    ReplyDelete
    Replies
    1. I have already gone to Etisalate Business center but of no use. They even can not clarify the bill. Customer care saying that billing department is at Dubai. I also called to Dubai center at the number which was given to me, but nobody taking the call. I am surprised who is going to give me the clarification. I have paid part amount of my last month bill and was thinking that complain would be resolved within 7-10 days. But now it has been 22nd day but no update and I am sure etisalate shall charge some additional thing as I did not pay the whole amount. etisalate is master of charging without any reason. Most importantly why should I spend money to contact them when the faulty bill is prepared by etisalate although I have already gone to their business center. I did not expect this kind of experience with etisalate.

      Delete
  25. I am completely frustrated with etisalat

    In 2010 I order e-vision services to watch the world cup, I paid 999aed for 1 year subscription for that, the service never worked and I informed them in the following days, they couldnt fix it so I returned the receiver and cancelled the services on the same month.

    Since then, I am waiting for a reimbursement, I have been many many times to etisalat offices, I have called, emailed, they just dont care and no one help me, instead, I am STILL getting this e-vision charged on my credit card, yes!!! This april, 2013, they charged me 519aed!!! For a service I never had and I am waiting for three years now for a reimbursement...

    That is so disappointing, tiring and NOT acceptable!! I dont know what to do anymore since dealing with etisalat customer services is really difficult, I am ready to go for a next step, maybe shall I give part in the police?? Any suggestion??

    Thanks

    ReplyDelete
  26. Etisalat called me and sold me a post paid mobile package. What she told me was it takes 24 hours for the new package to become active. However, what she failed to tell me was that in the meantime my phone would be disconnected. I now have no phone service and its been over 24 hours.......This is really bad selling because this is an important material fact that she completely hid from me and now no one can contact me and i can't use my phone for business or anything else. This is outrageous

    ReplyDelete
  27. Applied for a external shifting its been a week and Etisalat is not responding every time i call customer care i get only one answer talk to sales and when i spoke to sales they say talk to technical team. Technical people say go to branch and the branch people say call customer care this is what happening with me since 4 days. then i called customer care to lodge a complaint they are say that i cannot lodge a complaint its been very frustrating please help me out ....

    ReplyDelete
    Replies
    1. my god it's totally ridiculous statement from SALES DEPARTMENT. How a customer can manage and co-ordinate with their departments ? There's no single person in Etisalat to help you and to provide you correct information. Sir I really have no idea how this problem is going to solve.

      101 - don't know which department has your paper
      Sales - don't know what is the status of paper and where to escalate issues related to billing/technical issues
      Technical - thinks there are some issues and it is related to sales

      Delete
  28. The above information is all on my cellphone as proof. This is my introduction to my complaint...

    On the 26th of June 2013 i called 101 to apply for elife service. The consultant took all my details and proceeded to tell me that the service would take up to 3 weeks to complete.

    After waiting 3 weeks, I called to enquire about whether or not someone will be installing the service. The customer service rep informed me that one of the technicians would be there within a few days. I waited over a week, eventually to get a call from a technician. He said that he would be at my apartment between 12 and 2. so I requested off from work to go home and wait for the guy... he never showed up, tried calling and no answer. This happened about 10 times, and that is not an exaggeration!! 10 times!!!! In all the attempts to come and install the service i eventually got a technical team into the apartment and after all of that just to let me know that all the fiber optic cables were in place and ready for router and tv box. Finally i thought my elife will be up and running. ... Oh how wrong I was. after waiting another week, I called 101. They had not even registered that the tec guy had come... I mean seriously... what kind of business are you running? Anyways after calling 101 about 10 times, a manager from the sales department called... no idea why someone from sales called but anyways, he informed me that there was an incorrect data capture... asked me for a number in my building (landline) which i provided. He then said that my problems would be fixed in a matter of days and that i should wait for a tec guy to call... 1 week later here I am... with a text message to say my elife service number 324751234 has been cancelled... have no idea why... but its cancelled... so i called 101... once again... gave them every single one account number, service number, just about all the numbers i received from etisalat... but guess what... there is no recollection of me in the system...

    So who ever is reading this email... my question to you is... How is it that i have all these numbers, sms's and emails, telling me about my elife service... but I have some guy from '101' telling me sorry sir, you will have to apply for elife service... you do not have a pending request???????

    I will be going further with this matter. I am researching my legal rights and have requested guidance of a lawyer.

    If you could respond to this email A.S.A.P it would be much appreciated

    Yours, very irritated

    ReplyDelete
    Replies
    1. Really frustrating customer service from Etisalat. There are just 3 departments 101, Sales and CST (Technical) to handle the customer. And god knows what authorities they have and how they co-ordinate with themselves. They cannot understand customer, they cannot manage the mistakes created by themselves and they cannot trace the stages for one single service order. All they know is there is one Etisalat ID card and salary.

      Dear DJG, once a service order is cancelled a new one must be generated. This time, please please please !! visit the Etisalat office with Passport/Emirates ID/Labor Card + One telephone number running on any flat of the same building + FDH number of the building(printed on main telephone room door) + building name + PO Box of the building (optional, only if you want printed bill mailed at that PO Box)and the package name (available at http://etisalat.ae). At the same time try to get the Internet Password Card also to avoid future post-installation headache from technical people and Sales and 101 of course.

      If the telephone number running on the same building or building name or the area name you are living or fdh number or EID number (golden plate with black colored letters available in main telephone room door) is WRONG, then the technical guy cannot fix the paper description. Your paper will be marked as 'OPPORTUNITY' and nobody will take care for it (exception for VIP customers with damn references and links). If the OPPORTUNITY paper is more than 30 days, there are clever people to cancel your paper clearing all the efforts of people involved just to save their ass and get promotion.

      Delete
  29. Hello,

    Frankly, I have never seen such awful customer service in my entire 4 years in Dubai.

    In summary, I recently agreed to migrate my services from internet to ELife. Since then, I have:
    1. Waited at home for 5 hours while the technician did not show up
    2. Waited at home the following night for 3 hours while the technician did not show up
    3. Called 12 times and every time I called, been assured that they would call me the next morning and show up that day. Each time, they did not do so.
    4. Asked to speak to a supervisor, and was then put on hold for 20 minutes and hung up on, two separate times

    This is unacceptable.

    ReplyDelete
    Replies
    1. Dear Sir,

      I don't know when Etisalat will realize their customer service vs the service experienced by their customers. Despite of being highest profit making organization, they lack morality and responsiveness towards their customers. I humbly beg to Etisalat Contract Management, Sales and HR people to strength their manpower and ease their processes so that I can proudly say that I am Etisalat customer and Etisalat service is best than any other network.

      Delete
  30. sorry to say, your service is awfull, unstable internet connection, unstable mobile connection, and try to steal our money, im really disappointed, please fix this.

    ReplyDelete
  31. Hi ,I have a complaint towards etisalat that why a working lady cannot have sim card change from company name to her indiviual name.Eventhough if she is on her husband visa still she is having work permit .Being having emirates id we cannot transfer the sim card from Company name to the indiviual name.Even student cannot owe the sim card ,though they are having the emirates id.I am really disappointed.After producing so many documents also we were unable to transfer the acoount name from company to indiviual name.I want geneunion reason for this .I feel emirates id is a strong government documents for all the transaction.

    ReplyDelete
    Replies
    1. Pls kindly call 101 for mobile service support.

      Delete
  32. This comment has been removed by a blog administrator.

    ReplyDelete
  33. Hi, my mom is a house wife and recently has been receiving calls from a number that shows "unknown number" on the caller ID, this number calls her Very bad names, and sais really nasty things to her that drives her to tears. it seems it a person we may know somehow but since there is no number we are unable to get to her.

    please advise me if there is anything i can do to trace these calls and catch the culprit !

    ReplyDelete
    Replies
    1. such calls are made through illegal VoIP services, not sure what to do with such calls.

      Delete
  34. This comment has been removed by the author.

    ReplyDelete
  35. It's a nonsense service by Etisalat. They will offer something & provide something else.

    ReplyDelete
  36. This comment has been removed by the author.

    ReplyDelete
  37. I have one e life connection. I decided to shift my room in the same building at that same time I applied for shifting on (22 Oct 2013) my e life service, they promised and give the time on 24th Oct in b/w 4.00 pm and 8.00 pm. But they didn’t call or came for that service on that day, when I called back them they told me that they will do the installation immediately.
    One week over in between these time period they did so many cancellations & reapplied in the requisition, while I called them, they are saying it is under process. Finally one of your technician called and he is saying that I applied only for internal shifting not of external (I didn't apply for the internal shifting that is the funny thing, while first time I mentioned both room no which I want to shift) and he didn't came for installation.
    Again I called etisalat and requested the same they told to me that they will do it in the same day. Until yet (30th Nov 2013) I didn't get that connection.
    So I decided to cancel my connection because of etisalat improper & irresponsible services, wastes my time and money etc. I don't want to continue anymore due to these reasons. So I register one complaint (#9870658). For that complaint also your representative didn't mention what I need. He just mentioned that the complaint is only because of delay.
    But I requested in the complaint that I need to cancel because of these issues which I mentioned and you must to compensate me for the time wastage and money wastage and also need to take action against the untrained staff like Ms. Jesna and Mr. Mohammed (sales, ajman call center) those who put on hold more than one and half hour in line. And false commitment and bad service requisition of your supervisors Mr. meci & Mr. Mohammed. Also there is unmannered behavior from your technical staff Mr. sojith & Mr. Darwin.

    ReplyDelete
  38. My account(No 04 3960308) has been canceled on 29th Oct 2013 due to non payment.
    I settled the account by paying all dues which is outstanding. Then when I was asking for re issue the canceled connection, business center official ask me to go for a new connection with an installation charge of 199, just like a new connection which will take minimum 5 working days. Since all Optical fiber box, reciever and modem are available with earlier connection, is it necessory to go for a new connection? When I call 101, they said, it is possible to re instate the connection ratherthan going for a new connection. As per them(101) my existing account number will be available for one month from the date of cancel, ie, it should available until Nov 29th of 2013. Can you help me!!

    ReplyDelete
    Replies
    1. Dear Sir,

      I called 101 regarding this issue, they told me your account 043960308 is already updated as 'CEASED' (canceled) in the system, so there is no other way to 'RE-PROVISION' (re-open) with same old work order number. Please apply for new connection with same account number.

      Delete
  39. etisalat guys are cheatng people,. their sales person told me you will get free elife family for 3 months and i filled the form for 1 mbps and the bill i got is for 10 mbps my account number is 042631578 my name is roopesh and my cell is 0562165507 i have enrol on 24th oct only and i have form which has all details. the sales person is Neil and his cell number is 0563245335

    ReplyDelete
    Replies
    1. Go to nearest Etisalat office and Downgrade your service. Without confirmation of price, offers, packages one should not apply for the service.

      Delete
  40. PTCL not responding me well
    My intenet not working well from last 10 days
    i complained many a times
    i call them daily but they don't resolve the issue.
    Kindly use your special powers so PTCL can prosper...After all you are a shareholder of PTCL and they are gonna Distort ETISALAT's repute too

    My PTCL number
    04237114320
    Lahore Pakistan
    Fareed Qayyum Ch.

    ReplyDelete
  41. Seems internet is being found non profitable by etisalat.

    ReplyDelete
    Replies
    1. Are these real Etisalat people?Has etisalat been hacked ?

      Delete
    2. Not sure, could be :D ...... if there are socket or cable issue or downloading internet will be slow or may be somebody has your wifi password :D .... please register your complaint at 101 and call for technician visit.

      Delete
  42. I recevied a message from etisalat for updating the Regestration Process with Emirates ID, While Doing this somthing went wrong and i been charged 5dhs. i want my Money back and don't want any acvitated services.

    ReplyDelete
  43. I have issue with our office Bill, the excess bill been charged for us, when checking with Etisalat, they dont know how much and what are reasons for excess bill.

    he any section in etisalat to visit to go and check for the same.

    ReplyDelete
    Replies
    1. Dear Sir,

      Pls contact Sales Department and register your complaint for excess billing. They should provide you details for such issues.

      Delete
    2. Dear Sir,
      Any suggestion/advise on below?
      I'm tired of giving complaint, doing follow up call every single day, emailing etisalat customer care and finally visited Etisalat Deira office personally. I don't have my internet/tv/landline connection since 18th november. Details as below

      1. Complaint number 9957341 dated 18th November 2013
      2. Complaint solved on 20th November 2013 night
      3. Lost connection once again on 21st November 2013 night
      4. 22nd November 2013 - Called customer care several times to lodge complaint but repeatedly received reply that complaint cannot be lodged due to technical glitch in Etisalat
      5. 23rd November 2013 - Called to register the complaint and CCO told existing complaint number is still open 9937714 hence he will reopen with comments
      6. 24th November 2013 – Follow up call, CCO informed that no complaint in record hence given new complaint number – 9984769
      7. 25th November 2013 – Follow up call, No response from anybody
      8. 26th November 2013 – Follow up call, No response from anybody

      Appreciate your advise if possible
      BR/Roy Augustin

      Delete
    3. Sir I called 101 and according to them your complaint was with CTSC (Engineering team). Now they have released your complaint to the Technical department. Please expect a call from Etisalat field engineer today.

      Delete
    4. Dear Sir,
      Appreciate your response on this. I'm terribly saddened by the poor customer service provided by Etisalat, we are at 28th today and no solution to my complaints and follow up. I do not know how to escalate this issue to get the connection restored. Emails to etisalat also not even attended. Interestingly customer service representative told me that they take money (monthly payment) in advance and there is no scope of discussing refund when connection is lost due to their technical fault. They are literally making us to beg in front of them to get the service we are paid off.

      Thanks/Roy Augustin

      Delete
  44. I registered a complaint, no, 10012897 on the 29th November with regard to no internet service, landline or television.
    I was advised by the call center that Etisalat needs two days to respond.
    I then waited for 4 days until Monday the 2nd December 2013.
    When I called the service center in the morning and again in the evening, I was promised a Technician would assist on Monday.
    This didn’t happen.
    When I called again on the morning of the 3rd December I was promised the same.
    Up to this point in time I have had no visit or call from a Technician.
    I have also asked to speak to a Supervisor on two occasions and have waited for about 5 minutes and been cut off without speaking to a Supervisor.
    This is not the level of service I envisaged from Etisalat and am highly disappointed!
    Ray

    ReplyDelete
  45. Dear Sir,

    It's been around 4-5 months, Etisalat has changed the way to handle complaints. Before they used to provide the complaint directly to their field engineers but now their one section called CTSC holds your complaint, check from their side and release paper to the field engineers. Please do not expect that 101 agent can send field engineer directly. If your complaint is released from CTSC, field engineer will immediately call you for troubleshooting.

    ReplyDelete
  46. This comment has been removed by the author.

    ReplyDelete
  47. Etisalat's biggest issue is that its work and information systems are not customer focused, on the organizational front each customer facing or affecting etisalat unit is like an island, relevant information sharing and integration of processes is non existant. In my particular case I lost more than 30 hours of time attending to technicians and talking to csr and visiting branches to get elife to work and to cancel it after realizing what a mistake it was, I have also got charged for the service despite the disruptions and faults, and after filing a claim got reimbursed 3months later for 15 days out of 45 days service disruption. Oh! And to top it all off I was informed that I will get charged for downgrading! At least I'm glad I got rid of this terrible sources of frustratio, time wasting and money wasting service.

    ReplyDelete
    Replies
    1. Etisalat should focus to strength its own infrastructures and customer service culture. Otherwise it will turn out as biggest cheating company.

      Delete
    2. Their customer service sucks.... the worst i have experienced..... i have lived in 4 other countries.... Etisalat...grow up.... !!!!!!! You need to change !!!!!! Money will come.... !!!!!! You should do the basics correctly.... Wished to see Vodafone etc in here

      Delete
  48. Oh! the frustration and anguish I've faced Etisalat. I applied for an upgrade from Al Shamil to eLife internet service on the 11th of this month and was told that I would have my connection within 5 days. Soon after, I received an sms (ref # 349934069) stating that a technician would arrive for installation on the 15th between noon and 4pm. My wife took an off from work so that somebody would be there with my kids and the maid when the technician arrived but nobody showed up. She was then obviously quite upset and so called 101 to placed a formal complaint. I took leave from work on 16th t(the next day) fully expecting that someone would show up form etisalat, following our complaint but nobody came on that day either. I called 101 to re-register another complaint and was hoping to get some answers from the service executive I was speaking to (a person by the name of Syed Shahdab) but he wasn't able to give me a satisfactory response so I asked him to put me on to his supervisor as I still desperately wanted some answers. He put me on hold for the next 9 minutes stating that his supervisor would talk to me soon, following this wait the line got disconnected automatically. I tried calling back a few more times but could not get through to a real person. I kept getting disconnected as soon as I got through to a customer service rep or was kept holding on with the recorded message kept playing 'all our customer service agents are busy helping (???) other customers'.

    ReplyDelete
    Replies
    1. Dear sir as per 101, your connection is currently working on copper system and they will migrate your service to fiber optic line. Your application number 349934069 is still pending in the system. If your paper is released to the technical section, Etisalat field engineer will call you for the service migration at that time please manage the appointment with them. Please do not to wait or take leave from the work.

      Delete
  49. Hi,

    I requested for a new elife connection(Reference Number: 351518128) on Dec 24th, 2013 from the Mall of the Emiates kiosk. I was assured that the connection will be made in a maximum on 5 days.

    I had received an SMS confirming that the technical team will be visiting my place on 29th. This is the fifth day and no on has called me to confirm what time the technical team will be visiting my home.

    I have tried calling and complaining(SR: 10162458) to the customer care helpline several time but it has been of no help. Infact the customer helpline is more like "Harrasment Line" - They pout you on hold for long and disconnect your call in the middle of the conversation pretending to forward it to their supervisor.

    The level of services expected from Etisalat are much from professional. However, my experience has been horrible and unsatisfying. The services extended have only been unprofessional.

    I'm still awaiting to know when will Etisalat team fix the connection.

    Neha Saini

    ReplyDelete
  50. my internet connection was not there for 3 months n they charge me and they disconnect my connection n when i went to the head office got to know that i have to pay for that 3 months n then when i told them its not my fault its ur etisalat problems for tree months u people had cut my line bec of ur cable under the ground was defaulted n now u want me to pay they put a complaint about this and told me to wait for 7 working days n now its been 3 months n they charge me again i called the customer support n they misbehaved with me first n i asked why they told me bec ur not paying i have used the internet for only 1 month now they want me to pay for 9 months 3000dhs....dont knw what to do..
    imran khan

    ReplyDelete
  51. We have a restaurant Business in Sharjah. Complaint launched for no dial tone of # 065334482 on 13 Jan. Today is 20 Jan and I am calling every hour on 101 but same useless response that "a follow up mail is being sent". Etisalat is not interested in providing any more services and we are loosing big money every hour due to no Phone.... I dont know what to do...whom to call... where to go...

    ReplyDelete
  52. Dear Team,

    Its an embarrassing situation compelling me to pen down my humble request to Etisalat Team.

    I was using E life service from past two years but now I am exiting this country on 18th Feb. 2014; hence as a good customer I want to give 1 month notice before my exit and clear all my dues.

    I went to Mega Mall, Sharjah Etisalat Business center on 18th Jan 2014 morning 11.30am to submit my 1 month notice and cancellation request. At the counter I paid AED 820 as my outstanding dues upto 18th Feb 2014 i.e next month.

    However the lady at counter deactivated my account from 18th Jan instead of 18th Feb; by mistake I believe. As soon as I reached home and tried access my net; it was deactivated. I called 101 for support; they said that I need to visit business center for activation. I visited Mega mall center again same day 18th Jan at 8.30pm but they said they could not do activation from there and I need to visit main branch.

    Next day 19th Jan 2014 6.30pm I visited Sharjah Etisalat Main office -near Kuwaiti Roundabout and submitted my request, They told that the reactivation request is open but they are not able to activate in the system and that they have raised a complaint to higher department and my case will be solved soon.

    Since then I am calling Etisalat 101 every day 20th, 21st, and today is 22nd 5th day since my service is deactivated for which I have already paid. I want my service to be activated or my money to be refunded.

    Need your prompt action.

    My details are as below:
    Account no: 065759796
    Account holders Full name: Sumit Chintawar
    Cancellation req no: 354799857 on 18th Jan 2014 (By partnsapumali/BP-SH ....she made the mistake)
    AED 820 paid - receipt no: 171115290 on 18th Jan 2014
    Reactivation request at Sharjah Main Branch: SD946006 on 19th Jan 2014
    My contact no: 0556328909

    ReplyDelete
    Replies

    1. There is no logic on how Etisalat works, there is no activation and deactivation. Your account is already ceased, if you are expecting about reactivation, there is only one solution that is new installation.

      I humbly request you - please do not waste your time calling 101 or visiting Etisalat office. Nobody in Etisalat is helpful and nobody cares for such situations.

      Delete
    2. Yes I think we have to try Du

      Delete
  53. Replies
    1. January 29 - Our fax connection is not working so I checked the cable wire, put it in phone and then checked the etisalat white box before I called the etisalat customer service. I told them no dial tone or whatsoever. They told me "as soon as possible they will call you". 2nd day I followed up coz the CS told me its "today or tomorrow".  The CS rep told me she is "updating the inquiry and follow up the technician team" and that they will "call as soon as possible", they also gave me my correct contact number...  Feb. 01, I called again the CS told the same sentence  "updating the inquiry and follow up the technician team" and that they will "call as soon as possible", they also gave me my correct contact number... I called 6x that day bcoz fax is very important to us. They want me to speak to their Supervisor but I've been put on hold for a freaking 15MINS twice and then got disconnected afterwards. THAT's VERY RUDE!!! Feb.02 - No sms or call so I called etisalat CS again. They always saying the same " updating the inquiry and follow up the technician team" and that they will "call as soon as possible",  but they  gave me the WRONG contact number... how's that possible??? after 4 days of calling and confirming my correct number at the 5th day of call they just give me the wrong number??? that's very unbelievable!!!!
       
      It's the 6th day now… NO CALLS OR SMS.. Customer Service people are disconnecting me now. The first time I called today the CS told me it has been resolved???!!! How come???? What kind of service is that??? Very unreliable… customer service should help people fix their problem not giving them another reason to get frustrated… I'm very very very disappointed right now… This is my very first time to get mad at customer service… Please improve your service...

      Delete
    2. Dear Sir,

      The complaint should be addressed within 48 Hours, I think your complaint is already closed by their staffs (not sure but could be). If you have not received call from field support staff, please register your complaint again and provide them 2 contact details at least.

      Delete
  54. Hi my elife connection i registred on 29/01/14,untill now nobody come to fix it ?what happend .no response from your team .this is unfare .is it like that i have to cancel the connection .no supportive team in tecnition department .or no call from the operator department.very bad .

    ReplyDelete
  55. either some one tel me when they can come ,

    ReplyDelete
  56. Since more than 3 months continuously complaining on an issue in Etisalat 101 & email : internet@etisalat.ae, nothing action has been taken till now - I made a complaint in the month of July/August, 2013, problem resolved in Sept/Oct, 2013 after several reminders & complaints, but since my problem of landline started from their a extra bills on my monthly bill for using landline, fact is I was not using my landline since I made complaint till now (i.e. March, 1st 2014) but everymonth I am getting extra amount on my monthly bills as I am using my landline for mobile calls, surprisingly last month etisalat team solved this issue by showing a statement that I am making my calls from not-connected landline of mine to my mobile only - which was completely wrong & false statement - then again I called 101 the girls who were attending my calls were very good enough everytime I making complaints they are patiently taking my complaint and helping me in assurance you'll definitely get solved this issue, but non of technicians answering or officials kept my complaint unattended - not my next step to put my these lines of complaint in front of TRA, Abu Dhabi, UAE

    ReplyDelete
  57. I am also having issues with my elife account. been reported since feb27, until now mar08.. all they say it will be on high priority. lol. i guess there is no government agency whom we can speak to regarding this. maybe like IDA in Singapore where you can complain the ISPs.

    ReplyDelete
  58. Is there any grievance cell for Etisalat ? Whom should i contact other than 101 for action to get internet connection ?
    I have applied for E-Life in the beginning of this month and the technician came and installed fiber optics cables upto my room, but the technician for fiber optics informed us there is no fslot in fiber optics to give us connection. He asked us to follow - up with 101 and we have been complaining on 101 ever since, but until now we havent received even a single telephone call from etisalat to give us atleast a feedback, if not the net connection. I am wondering...from when Etisalat service fall below the world standards ? 101 is totally clueless about the issue, they always keep on saying that they will follow up...., but nothing happens.......... Would you please guide me to someone responsible to talk to regarding this issue ? My application no.362094182 - Eldho Varghese Nellattu.

    ReplyDelete
    Replies
    1. I just called 101 to inquire about the application number 362094182. Your application is pending with Planning dept and is put on hold (waiter list) due to some civil works. According to 101 if their planning dept receives clearance from other internal departments, they will prepare the link in FDH (main hub located at telephone room of your building) and forward your paper to the field engineer. The process could be lengthy ... maximum one month depending upon field situations. When the link is ready, field engineer will contact you for the final installation of eLife services. So please wait for some more days.

      Delete
  59. Dear staff at etisalat.
    This kind of delay in service is really unbelievable, especially when considering the UAE IT situation and etisalat image they project through various media.
    My internet connections is having issues since past 2 weeks, in spite of my best persuals by all contacts points like help line, mails and visits, the onlye answer from etislaat is, we will resolve it or contact you back in 24 hours. But other than this empty promise I received more than a dozen times, my internet is still not connecting. And nobody in any of these contacts point is not even clear of what the problems is. Every time they promise that they are processing/ reminding to client service on my complaint bearing no 10598416

    Hope the company uses at least half of funds spend on advertising to improve better customer service and on better technical personnel
    Abraham
    Cell: +971 50 3861001

    ReplyDelete
  60. I have bought a new I-phone from ADNEC with postpaid line and 300 DH worth of packages local and international calls. and etisalat agent ensured that the international package covers me to all countries and didnt indicate any exception. also he indicated that i can cancel the line at any time without any fee.
    Then i was surprised to have 466.61 DH charges. I called 101 dozens of times and visited Etisalat center in TC and the main branch and lost more than half of my day and no one could explain the charge to me. I asked to cancel the line and the packages then they indicated 300 DH cancellation charge because it hasn't been for 6 month active!!! The seller who was at ADNEC should be fired for providing false information!!
    So i asked to cancel my packages at least and they informed me that they did. one of my packages was the preferred number but to my surprise i got a message indicating that i have now two subscriptions to two preferred numbers with no number to call. then again i called 101 who is also unable to help me!!!

    Then after a couple of days i receive the eBill with charges on international calls to Liberia, Etisalat agent didnt indicate exceptions in international calls and even the brochure he showed me didnt indicate the exceptional countries.
    I wonder what is the use of 101 if they dont have access and cannot resolve the issue!! they can only file a complaint that nobody will resolve. and you have to lose half a day to followup ur complaint.

    ReplyDelete
    Replies
    1. so painful ........ yes you are right sir there is no use of 101, all they can do is provide unreliable information, misguided configurations, log complaint and transfer lines to other dept. Even if we visit Etisalat business center they will tell us to call 101. Very poor customer service.

      Delete
    2. You just killed it with this description ♥ and I add also about the support staff lack of professionalism and rudeness attitude

      Delete
  61. Dear Sir,
    I have an internet connection or e-life plan when i stayed in sharjah, i left uae for an emergency reason. i wasn't able to closed my internet but i asked my friend to do the necessary to close it. i received an email from my friend telling my internet is already closed and an official receipt attached. i was at peace for a few months bcoz i don't have any problem any more with the company. but last april 6 i received an email from etisalat with the billing statement from march 1 to 30. i was really surprised and shocked. how this thing happened. so i emailed again my friend and asked to check. accdg to my friend clerk made a mistake and 1 clerk also telling that i need to pay watever bill i will receive. i hope u can help find out abt this problem

    thank you,
    hoping for your response.

    ReplyDelete
    Replies
    1. Pls visit nearest Etisalat Business Center and contact Sales with your bill payment receipt.

      Delete
  62. I had applied for internet shifting 2 months before,till now i didnt get connection.They are telling mini exchange to activated then only i will get connection.I am fed up with calling 101 and going to business centers.
    Any chance to get connection or else to whom i can go and make a complaint.

    ReplyDelete
  63. The worst customer service ever... Since two months we made a reuest for a connection, some people came and fixed the cables etc etc but finally they found tat they dont have a port to get the connection. The comedy here is we raise a complaint then two technician come check and say "There is no PORT". we actually raised complaint for this reason. Again we repoen the complaint then two technician come check and tell us "There is no PORT". This has happened almost five to six times. If we call customer service they say they have prioritized the call. Please transfer to Supervisor NONE picks up. There is no option to switch to another service as well. We have to depend on etisalat only. I have called the customer care and explaining them that there is no port and hence we are not getting the connection, then again they reopen the complaint. Such a poor customer service. I really dont understand what they are upto. Ignoring the requestsssssssss

    ReplyDelete
    Replies
    1. Same here in Jabel Ali Dubai Area, each building have more than 50 rooms but only 16 points available and out of 16 points, 4 points are active. Really worst planning

      Delete
    2. Does etisalat look into this complaints that are being told here

      Delete
  64. Applied for eLife triple play bundle offer on 7-May, got password access card on same day. Service was promised within 3-4 days. Nothing happened next for 3 days, got SMS confirmation on 11-May that my request is under process. Called on 12-May (5th Day) and to my surprise I was told that first day of my application was 11-May not the 7-May and was confirmed that my connection will be installed on 14-May, for which I got time confirmation call as well on 13-May. Due to this appointment I left my office early so I dont miss out. Nothing happened until night of 14-May, called on 101 and they had no idea at all. They only had this informtion that appoointment was schdueld for 14-May, what happened to that, they had no idea :) what a joke. Then the person lodged my complaint and till now no one has bothered to update me on my original request and complaint. My complaint id is 10916534. Here I will suggest etisalat to pay attention to the delivery of service not on the update through SMSs.

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  65. I submitted my documents for a connection on 16th may and so far nothing happened. My application no is 371182898 and my complaint no is 10950521.
    While I have already tried a resolution through 101, they have no idea apart from saying that its pending from technical department. Whom should I contact?? I have never seen such a poor service in my life.

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  66. 4 of April i applied for cancellation of e-life service in Sharjah Al Majaz branch with one month notification and should be disconnected on 5th of may.4 of April bill was paid by me. In fact service was disconnected on 7th of April.
    8th of April i complained about this and Etisalat speaker said you can come after one month and paid money will be return. Came on May to office, another lady said to me feel complaint letter, then took it and gave me copy of my letter with supposedly complaint number. Coming after one week approximately 13 of May another speaker tells me that we not taking complaints in letter can you tell what is the problem. He registering complaint number 10959423. Today is 31 of May nobody called to me.
    Please tell me why your staff make a fool customers. Customer should not know about your investigations inside of Etisalat, customers need information when money will be refunded.
    please reply me to murat@bk.ru

    ReplyDelete
  67. my complaint no is 11001307. I have activated 1 GB data bundle. The amount is deducted but the bundle is not activated. and also i didnt get the refund , Every time people are making fake commitments , first of all the time was 3 days , then it become 7 now again they want 3 days to resolve it . Can any one tell me what is happening.

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  68. On 18 May 2014 I have given my application for converting my e vision to e life.. but so far no one has attended us or called for complaint I have called 8 times on 101 n the reply I get is " someone will contact you as soon as possible " world cup football starts in 3 days and I don't have the service ... Evision is not even providing any service for football ... It's really upsetting to see the way etisalat functions .. I will never recommend etisalat to anyone...

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  69. I got a huge bill for March 2014 for using 3G. I filed a complain (no. 10663988) for it on April 3rd. I left Dubai soon afterwards. Since then the complain has not been resolved and I keep getting charged 50 AED every month, although I am not using the phone since. I cannot cancel the number because I haven't paid the March bill. I called Etisalat, chatted with online chat and wrote emails to care@etisalat.ae but the keep telling me that the concerned department has been reminded. What should I do now? This month I will be charged again! This is unfair and irresponsible behavior from Etisalat.

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  70. I am being billed on my disconnected etisalat number 056 786 0356. I have surrendered the application to cancel my post paid services in January 2014 and left UAE. But I am still receiving the monthly bills against this number. When I verified the bills, for Apr there were 500 AED other charges which were used for Credit Transfer to various other mobile numbers in UAE. I am wondering that how can I call using that number from being outside UAE when I don;t even have roaming service. Please help me in resolving this.

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  71. Etisalat has the worst customer service here in UAE, furthermore they had sales department who are a bunch of liars. I have been overcharged since I was forced to change my Etisalat package from Double Play to Triple play service on May 2014. I have been contacting customer service but until now. It hasn't been resolved. They simply like to play dumb and deaf. Very bad service. I don't even know why you keep a useless customer service department who are useless and sales team who are all scam, fraud and thief!!!

    ReplyDelete
    Replies
    1. so true, TRA should take appropriate actions for such scams

      Delete
  72. This comment has been removed by the author.

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  73. 1./ #10801638 This case started since Feb, 2014 about the internet plan CHANGED without my explicit approval. Happened in Dec, 2013. There is no follow up until now. Etisalat is also unwilling to provide the contract that I signed in Dec, 2013, the black and white evident.
    2./ #10980006 This case started since May, 2014. About the delay of the elife service relocation issue. There is also no follow up at all.

    I keep contact etisalat via email and phone calls. They simply replied by the same template email every week. I have no idea how the customer service works in Etisalat. It is so confusing and make the customer frustrated so much. I am very disappointed with the reaction from Etisalat.

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  74. Dear Sir/Madam,

    I am writing to register a complaint against the Etisalat service provider at Shahama, Abu Dhabi, the reason being their failure to provide their service on time, and fooling a customer for more than 46 days.
    We recently relocated to Shahama and had applied for the triple pay e-Life service (Reference no: 374680864) on 14th June, 2014, from the Etisalat outlet at Deerfields Mall, Bahia. We were assured at the time of application that we would be receiving the service in 3 days. We still haven’t received the connection even after 46 days.
    The Cabling Team completed their work the very next day, and informed us that the modem installation team will be coming on the next day.
    There was no response from them afterwards. We called the cabling team (Mr. Abdullah - 056 601 2393) who assured us that he will inform the modem installation team regarding the same. We kept calling the same person for some response but in vain.
    I also called the person who took the application form from us (Contact No: 0504468481). He told me that it is not his responsibility to make the connection, and hung up the phone on me.
    We called Etisalat Customer Care to check the status of our connection and registered a complaint (Ref:- 11148985). There was no response for many days. We kept calling the customer care and also talked even to the supervisors, none of who could give us any confirmation on the date of installation. The only reply I got was that the connection will be made “as soon as possible”. They even refused to give us the contact number of any concerned authority whom we could follow up with.
    I wish I could give you the details of the immense number of calls that I have made to Etisalat customer care for this purpose, but my phone’s memory is not large enough to store so much information.
    During one of those times I remember talking to a lady customer executive Ms. Aswathy on 06 July 2014 05:18 PM who showed a very unpleasant behavior which forced me to register a complaint against her (Complaint ID: 11274651). I was assured by the supervisor that necessary action will be taken against the executive and he will also follow up regarding my e-Life connection, I still haven’t received any update on both.
    During the last week of July, I talked to Mr. Sandeep (0506980681 / 0566489593) whose contact number was given to me by the cabling guy Mr. Abdullah. After several follow ups, I received a call from another person informing that they would be coming within half an hour; we waited the whole evening because of which I even missed my Taraweeh. The next day when I called him he told me that our area is assigned to a different person that day.
    I got fed up of following up hundreds of times with different people with totally contradicting responses, and not getting the connection, which I was supposed to get in 3 days, even after a month, I finally stopped following up. It was then that I got a call from Mr. Noorudheen from Etisalat Shahama Branch assuring me that the installation team will be at my home without fail the very next day, But once again all was in vain.I neither received any calls nor did he pick up my call.
    As of today it has been 46 Days since I applied for the service and within this span of time I have made an immense number of calls spending my energy, money and time (that too during Ramadan). The way Etisalat has responded to the application and the complaint is totally unacceptable. I don’t think I need to tell you that no service provider including Etisalat will wait an extra day in case of a delay in payment from the customer’s side. They will surely end up disconnecting the service in such circumstances.

    I request you to please consider this matter seriously and take necessary actions at the earliest.

    Regards
    SHAHEEN - 0555909505

    ReplyDelete
  75. Hi
    I am not able to use my nfc enabled sim in the dubai metro.
    I am currently having a Samsung note 2 with android with version 4.4.2
    Kindly assist me asap so that i can use the transport system cardless.

    ReplyDelete
  76. Etisalat had reached a new low in providing services to its customers, i have had 40 emails back and forth for a service upgrade where a technician is supposed to visit me to conclude this services, it’s over 50 days since the scheduled service and guess what no one showed up or even called to apologies for the delay, during my communication they scheduled me 4 times and all 4 times no show... this is by the worst services i have yet seen and when you would attempt to follow-up the answer would be your problem is PENDING.... HAHAHAHA this is an EPIC JOKE!

    ReplyDelete
  77. Salaam Walekum

    My Name is Hatim Ali and I am your exixting E-life customer from Dubai. My account no. is 2386846

    I Received a call from your sales department on 17/06/2014 from the no. 04-3119444 at 9.57 on my no. 055-5672952 stating that " I have to upgrade to triple play otherwise my double play plan will be cancelled at the end of june"

    So I asked her that is this for all existing double play customers. She told me " Yes sir you have to upgrage and we are doing this for all our double play customers ". I asked her again and she told me that you consult at your home and we'll call you tomorrow. but sir you have to upgrade otherwise your double play plan will also get cancelled automatically.

    I consulted at my home and decided to upgrade.

    I was promised by her that at the time of installation i'll get a wireless handset and hotspot also.

    But till date I have not received any wireless handset.

    So to make a complain about this that I have not received the handset I end up calling your general informations department

    And to my surprise they told me sir you only those customers who wish to upgrade will get triple play and the new customers only will get the triple play

    But the customer's who already are having double play need not to upgrade. there's is no such thing that we'll cancel your double play or anything like this.

    Ohhhhhhhhhh my god.. I felt so cheated by etisalat after hearing this.

    Why I mean Why your sales department is making false calls to the consumers.

    I am good customer of yours paying my bills right on time. never overdue. then y this false call

    I am not able to pay so much .

    Please Please Please look into the matter and take strict actions against your sales department and the staff who are cheating with consumers.

    And please I request you to roll back my triple play and put me back to double play plan as I don't have ever applied for the same.
    Its your sales staff only because of whom I have to upgrade. you have to compensate me for this.
    I don't want anything just put me back to double play that's it.

    Hatim Ali Badshah
    Murtaz Trading Co. (L.L.C.)
    Deira, Dubai. (U.A.E.)
    Mob : - +971-55-5672952

    ReplyDelete
  78. This was my original complaint and on top of that what etisalat customer centre did was horrific.
    They just close the complaint without informing me and gave a simple answer to me " sir we apologize for our sales department mistake". What the heck yaar. Simply Cheat

    ReplyDelete
  79. hi
    how i can renew an wasel number didn't used for more than 3 months ? .... note : that the number received calls only but cant make any going calls .
    Thanks ,

    ReplyDelete
  80. The issues involving business registration in dubai has been a popular topic amongst scholars for many years. The constantly changing fashionable take on business registration in dubai demonstrates the depth of the subject. Given that its influence pervades our society, business registration in dubai is featuring more and more in the ideals of the young and upwardly mobile. It is an unfortunate consequence of our civilizations history that business registration in dubai is rarely given rational consideration by so called 'babies', who just don't like that sort of thing.

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  81. internet isnt supporting facebook

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  82. This comment has been removed by the author.

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  83. Dear sir,
    I had used a number 0503256283 last year 2013. Before i went vacation, i used one offer calling. 500 diram for 1500 mins international call on december 1st 2013. I used 1000 mins calls n the helpline from etisalat didnt inform me about data usage also. I asked only international calling mins as they offered. At a sudden i went vacation on dec 25th and i lost my sim of etisalat. Since then, i didnt used etisalat n use Du number.

    I wana know what should i do to use etisalat again?

    ReplyDelete
  84. My name is Mohammad Rasheed Khan. My number is 024437254. There is a mistake in my bill,august month. I have called etisalat many times but there is no response. Kindly help me and correct the amount in my bill. My number is 0505361955. Thank U.

    ReplyDelete
  85. My is Tarhata Borero my account number 043594972 my complain number 11941252, on september 21,2014 I return my additional set up box to Al khaleej etisalat and i ask to the counter if any charge for returning my additional set up box they told there's no any charge ..this coming bill was been charge for the additional set up box which i return already I called 101 many times but still i am having this problem....please kindly correct in my bill .THANK U...Tarhata 0505767429

    ReplyDelete
  86. From Last 40 days I was given the request for Shifting my elife but till date it is not shifted, No body calling from Etisalat, Self is following with them on daily basis. I don't understand why this much delay.
    Very Very Poor Service from Etisalat.
    Check my SR No.389825204 and complaint No.11936155

    ReplyDelete
  87. I applied for the etisalat Elife connection on 3rd November. My Account number is 426080083. There is no response from Etisalat. I am calling everyday at least twice, Which means almost 30 calls. Every time i call 800101 or 8007622
    They say simple thing that we are helpless. We don't have any clue that when it will be fixed. Even visited the Etisalat store in Al wahda mall and Business centre in Madinat zayed, still the same thing. Sir we are forwarding your request to the highest priority and very soon it will be done. Upon asking the TAT reply I am always getting is that we don't know, we are helpless. We just can't comment on anything because it is the job of our technical team. Every person is forwarding the request or following on the same complaint but there is no reply. I am highly disappointed with this kind of negative behaviour of Etisalat team. Just becoz of the simple reason that we don't have any other choice of internet in Abh dhabi, I have been harassed by Etisalat. Today is 19th November and I am still absolutely hopeless on my Elife connection. I spoke to almost all the people in call centre and every body is just feeling guilty on the same because they know that I am facing too much problem and we can't help him at all. Always upon asking the TAT to fix this internet, the representatives have no answer.. Now I wish we had another choice of internet connection in Abu Dhabi at least we wouldn't have been waiting for the only one company to reply. So called UAE's #1 network..
    Also a suggestion that if you are not able to help the client for this long then at least provide a complimentary dongal ( USB ) for the same..

    Please help me if you can.
    Hope to get a reply this time.. Which didn't happen from last 17 days..

    ReplyDelete
    Replies
    1. Dear Sir, I have called 101 and found out that in your area the link fiber optic device connection is full (drop closure full) so additional line cannot be provided. If Etisalat planning department is providing more links to your building or villa, then only technical person will visit there for service installation.

      Delete
  88. New Acct No. 048876997, Previous Acct No. 483036536. I'm having a serious concern with etisalat. Let me explain

    Two months before I activated 10Mbps 299 Dhs internet plan from Jabel Ali outlet, every thing was going smooth, after few days of activation I received a call from Etisalat customer support team stating that they are updating copper cable to fiber optic hence the minimum charges has been changed from 299 Dhs to 359 Dhs which includes 10Mbps Internet connection + TV Channels + Landline. I said I have no TV in my room and I don't require a landline. The Customer support executive replied that the TV Channel and Landline is completely free from etisalat and future they will be no more 299 Dhs Plan, For the new connection I'll not have any additional charges, even if haven't used TV Channels & landlines my minimum charge will come to 359 Dhs.

    Now here comes the problem.

    Due to some health issue I needed to resign my Job and leave to India, Today I been to Jabel Ali outlet to transfer the connection to my room mate, the Customer support executive told that I'm using elife which I'll not be able to transfer; However, I can cancel it and let my room mate apply for the new one, here comes the shock I need to pay nearly 2000 Dhs in-order to cancel the connection, I asked why, they said that I signed the contract for 2 years elife service if I need to cancel before the contact period I need to pay nearly 2000 Dhs.

    Please Note :

    1. The Info from Customer support executive is that the Etisalat updating copper cable to fiber optic hence the minimum charges has been changed from 299 Dhs to 359 Dhs, there will be no more 299 Dhs plan. If the planned changed I don't have any option right I said ok, because 59 Dhs Doesn't make much difference.

    2. The Customer Support Executive who called me haven't told me about the 2 years contract of elife.

    3. Today I came to know that still that 299 plan is still existing and already in Jable ali we are running fiber optic cable.

    4. When I don't have TV and not necessity to have landline why do I request and agree for it.

    You guys called me, you guys forced me to take the plan and for your business do I need to suffer now, come- on guys kindly think in customer point when I don't have any necessity of this plan why you guys activated and making me to suffer me like this.

    What all I mentioned above is 100% truth, I know you guys have the access to listen to the conversation between myself and the Customer support executive, please listen to the call recording and get back to me with Solution.

    Also I have raised a complain in 101, Complaint No. 12232602

    ReplyDelete
    Replies
    1. Dear Sir, please get help from gulfnews, this is really ugly service from Etisalat, they are hiding underlying services and selling packages through agents with too many lies. I don't think they will try to resolve this issue unless you go to media. Who can guarantee people will live 2 years in UAE ?

      Delete
    2. Thank you for your concern Sir, They have asked me to wait for 48Hrs to check & resolve, lets give them the time. Still I have another 11 days for my flight. If they didn't resolve in 48hrs as suggested will take the next course of action. once again thank you....

      Delete