Customer Care for Etisalat (etisalat by e&): An Expert, Practical Guide

Overview and what “etisalat by e&” means for customers

Etisalat rebranded under the e& umbrella in 2022, but for customers in the UAE and other countries where Etisalat operates, the core care channels and service commitments remain the same: 24/7 frontline support, standardized identity verification, and omni-channel assistance via phone, app, web, and retail stores. The focus is on resolving billing, plan changes, technical faults, and number management (SIM/eSIM, MNP) as quickly and securely as possible.

In the UAE, consumer services are branded “etisalat by e&,” while the corporate group is “e&.” The key takeaway for you: use the UAE consumer website at https://www.etisalat.ae/ and the “My Etisalat UAE” app for day-to-day support, payments, and service changes. In Egypt, Etisalat Misr customers should use https://www.etisalat.eg/ and the local “My Etisalat” app.

How to reach Etisalat customer care (UAE and Egypt)

The fastest way to reach a live agent for UAE consumer services is by phone or the in-app chat. The short code for UAE customer care is 101, which connects you to the IVR first (24/7) with options to authenticate and reach an agent. Calls to 101 from Etisalat UAE numbers are generally free. If you’re abroad, in-app chat over Wi‑Fi is the safest way to avoid roaming charges; open the My Etisalat UAE app and use Support/Chat.

For Egypt (Etisalat Misr), dial 333 from your Etisalat line for customer care. As with the UAE, you can also use the local “My Etisalat” app or the website at https://www.etisalat.eg/ to access account services, submit tickets, or request callbacks. Store support is available across major malls and business centers; most mall-based stores operate roughly 10:00–22:00, with extended weekend hours in many locations.

• UAE (Consumer): 101 (24/7). Website: https://www.etisalat.ae/ | App: “My Etisalat UAE.”
• Egypt (Etisalat Misr): 333 (customer care). Website: https://www.etisalat.eg/ | App: “My Etisalat.”

What to prepare before you call or chat

Having the right information ready shortens handling time and prevents repeated verification. In the UAE, expect to be asked for your Emirates ID details (or passport for visitors), the registered mobile number, and sometimes recent usage info (e.g., last recharge amount/date for prepaid or bill amount/date for postpaid). For home internet/TV, technicians usually need your router’s serial/MAC and installation address.

For business accounts, have the Trade License number, the authorized signatory details, and any account PIN/password ready. If you’re reporting a technical issue, run a quick checklist beforehand: power-cycle devices, note exact error messages, record timestamps, and, for broadband, capture speed-test results (server, down/up Mbps, latency). These details help the agent categorize the fault correctly and route it to the right back-office queue on the first attempt.

• Identity: Emirates ID/passport, registered mobile number, and account PIN (if set).
• Billing: Last payment/recharge amount and date; preferred contact email.
• Technical: Device model, OS version, SIM/eSIM ICCID (if available), router serial/MAC, speed-test results.

Billing, payments, and plan changes without waiting on the phone

Most billing actions can be completed in minutes via the app or website: pay your bill by card, set up auto‑pay, download tax invoices, or change your plan/add‑ons. The UAE has a 5% VAT (implemented in 2018), so ensure your invoice shows the VAT breakdown if you need it for expense claims. If you see unexpected charges, filter your itemized usage by date and type (voice, data, roaming) and cross-check active add‑ons and renewals; many disputes are resolved by finding an auto-renewed pack or a background service like voicemail-to-text.

Refunds and adjustments follow internal review steps. If you’re charged incorrectly, file a dispute via the app or with an agent. In practice, straightforward billing disputes are typically reviewed within 3–5 business days, while more complex cases (e.g., roaming partner reconciliations) can take longer. If you’re migrating between prepaid and postpaid, understand that deposits, credit limits, and pro-rated charges may apply; request a pro‑forma before confirming changes so you know the exact first invoice impact.

Mobile number management: SIM/eSIM, MNP, and roaming

SIM replacement and eSIM activation require identity verification. In the UAE, bring your original Emirates ID to a store for a physical SIM swap; for eSIM, most recent iPhones and Android flagships can be provisioned via QR code in-store or, for eligible accounts, through the app. Keep the eSIM QR confidential—treat it like a password. If you suspect SIM-swap fraud, immediately block services via the app and contact 101 to secure the line and reissue credentials.

For number portability (keeping your number when switching operators), ensure your account is in good standing and that your number’s registration details match your Emirates ID. Port-out/port-in requests in the UAE are commonly completed within about one working day after validation. For roaming, confirm that roaming is enabled and your credit limit is sufficient; to avoid bill shock, purchase a roaming pack in the app before you travel and prefer Wi‑Fi calling/in‑app support for assistance while abroad.

Home internet and TV support: what to expect

For fiber installation or relocation, the standard flow is appointment booking, site readiness check (ONT placement, power), and activation testing. In high-rise buildings already wired for fiber, installations are often scheduled within 3–7 days, subject to building access approval. Have your building name, unit number, and the preferred contact person available for the technician visit.

If you experience performance issues, gather objective data before calling: LAN vs Wi‑Fi tests, time of day, device count, and interference sources (microwaves, thick walls, neighboring networks). Agents can push remote profiles to your ONU/ONT or router and, if needed, dispatch field teams. Keep your device on and accessible during the appointed time, and don’t change cabling until the case is closed; doing so can reset diagnostics and delay resolution.

Escalations, outages, and regulator pathways

Every support interaction creates a case/ticket ID—write it down. If the promised callback window passes, reference the same ticket when you follow up; this preserves history and prevents duplicate cases. For persistent issues, ask the agent to escalate to Level‑2/technical back office and to add detailed notes (symptoms, timestamps, steps already tried). Outage-related cases are usually grouped; agents may give you an estimated restoration time once a network incident is declared.

If you believe your case is not handled per policy or timelines, use the formal complaints path in the app/website first. In the UAE, if resolution remains unsatisfactory, you can raise the matter with the Telecommunications and Digital Government Regulatory Authority (TDRA) via https://www.tdra.gov.ae after giving Etisalat a fair chance to resolve. Keep copies of bills, chat transcripts, and promised ETAs—documented evidence speeds up regulator mediation.

Data protection and account security

Etisalat agents will never ask for full card numbers, CVV, or one-time banking passwords. For app logins, enable biometrics where supported and set a strong password. When changing SIMs or enabling eSIM, insist on in-person verification or an approved secure workflow; never share one-time activation codes over unsolicited calls.

If your device is lost or stolen, lock your line immediately via the app and then contact customer care (UAE: 101) to bar outgoing services and initiate SIM/eSIM reissue. Record your phone’s IMEI (*#06#) beforehand; this allows blacklisting where applicable.

Where to find official information

Use only official portals for prices, plan details, and service terms: UAE consumer site https://www.etisalat.ae/ and Egypt site https://www.etisalat.eg/. The “My Etisalat UAE” and “My Etisalat” apps reflect real‑time eligibility for add‑ons, roaming packs, and upgrades, and are the fastest way to action changes without queueing on calls or in stores.

For business services, start from the main UAE site and navigate to the Business section to request a call from an account specialist. You’ll be asked for company details and contact persons; response is typically same‑day or next business day depending on submission time.