du Telecom Customer Care: Expert Guide to Getting Fast, Effective Support in the UAE

Who du Is and How Customer Care Fits In

du (Emirates Integrated Telecommunications Company, EITC) has served the UAE since 2007, providing mobile, fixed, internet, TV, and enterprise services to millions of residents and businesses. By 2024, du’s mobile base exceeded 8 million subscribers, supported by a nationwide retail footprint and 24/7 service operations. With high smartphone and fiber penetration in the UAE, du’s support channels are designed for rapid resolution and minimal disruption.

Customer care at du is built around three pillars: immediate access (via phone, app, and web), authenticated self-service (for billing, add-ons, SIM and number management), and field/retail assistance (for device checks, SIM swaps, and document verification). This layered model means most issues can be solved on first contact, while more complex cases are tracked with service request (SR) numbers and targeted resolution times.

All Official Contact Channels

du operates multiple support avenues to match your situation—whether you need to quickly block a lost SIM, fix home internet, or clarify a bill charge. Calls from du lines are free and prioritized; the app adds secure self-service; and retail stores handle identity-dependent requests.

• Call from a du mobile: 155 (24/7, free from du numbers)
• Call from any UAE phone: 800 155 (24/7, toll-free)
• Website: www.du.ae (Help & Support, Live Chat, Quick Pay)
• du mobile app: iOS and Android (account management, bills, add-ons, live chat)
• Retail stores and kiosks: use the Store Locator on du.ae to find hours and directions

For roaming customers, 155 is reachable from your du SIM in most countries; if not, in-app chat is the fastest route over data/Wi‑Fi. Keep mobile data or Wi‑Fi enabled so the agent can run diagnostics or push settings to your device if needed.

What to Prepare Before You Contact Support

Having the right information at hand speeds up authentication and resolution, especially for billing or technical issues. du agents follow strict verification processes to protect your account, so expect identity checks before any account-specific details are shared or changes are made.

• Identity and account: Emirates ID for individuals; Trade License and authorized signatory details for businesses; your mobile/fixed account number
• Technical context: device make/model, OS version, exact error messages, location and time of issue, and steps already tried
• Billing context: invoice number/date, payment channel used (card, cash, kiosk, bank), and any bank confirmation or receipt numbers

Always ask for your service request (SR) number during any case creation. It allows you to track progress via 155, the app, or web chat and is essential for escalations or time-bound commitments.

Billing, Invoices, and Payments

Postpaid bills are generated on a monthly cycle, with SMS/email notifications when ready. You can view and download itemized invoices in the du app or via your online account on du.ae. Common billing requests include plan changes, add-on management (data, roaming, OTT), and charge disputes. Agents can check pro‑rations, one‑off fees, and discounts, then issue credits if validated per policy.

Payment options include in-app card payments, Quick Pay on du.ae (without login), auto‑pay (recommended to avoid late fees), du self‑service kiosks across malls and metro stations, and bank channels where supported. Most digital payments reflect within minutes. If your line was suspended for non‑payment, reconnection typically occurs soon after payment is posted—keep your phone on and retry a test call or data session. If you paid and the line is not restored within a reasonable window, call 155 with the receipt ID to fast‑track reconciliation.

Technical Support: Mobile, Home Internet, TV

For mobile issues (no network, call drops, data not working), agents will check cell coverage, SIM status, and network registration on your line. Be ready to toggle airplane mode, reseat the SIM, reset network settings, or temporarily test another device/SIM to isolate the fault. For persistent local coverage issues, provide precise time, location (community/building), and examples; du can file a network case and may optimize the serving cell if feasible.

For home internet/TV, keep your modem/router model and light status ready (Power, LOS, PON, Internet, LAN/Wi‑Fi). Typical steps include power cycling, ONT/Router checks, fiber/DSL cable reseat, and SSID password review. If the optical light (PON/LOS) is abnormal, du will book a field visit. Missed appointments delay resolution—use the app to confirm or reschedule and ensure building access/permissions are arranged in advance.

Number Portability, SIM Swap, Lost or Stolen Devices

Mobile Number Portability (MNP) lets you move your number between UAE operators. Consumer ports are usually completed within a business day when documents and SIM activation steps are correct; business ports can take longer due to authorization checks. Ensure your current line has no unpaid bills or active contractual blocks before submitting a port‑in request to du to avoid rejection.

If your phone is lost or stolen, immediately call 155 or use in‑app options to block the SIM. For a SIM replacement (SIM swap), you will need your Emirates ID for verification; corporate accounts require authorized signatory approval. Once processed at a store or via verified digital flow, activation normally completes within minutes. If you suspect SIM swap fraud, insist on a full audit trail and request temporary additional verification on your account.

Complaints, Follow‑Ups, and Escalations

When you raise a complaint, you’ll receive an SR number and a target resolution time based on issue type (billing disputes, network faults, porting delays, etc.). Keep all evidence: screenshots, payment confirmations, call logs, and dates/times of outages. If you don’t receive updates by the promised date, quote the SR number via 155 or chat to push a follow‑up.

For escalations, ask to move the case to a senior agent or supervisor if the resolution is overdue or you have new evidence. Provide a concise summary, your desired outcome (credit, technical fix, contract correction, written clarification), and a reachable callback number and timeframe. Written confirmations for bill adjustments or contract changes should be requested via email or as a case note visible in the app.

Support for Business Accounts

Business customers should maintain an up‑to‑date Authorized Signatory letter and ensure all numbers are mapped to the correct BRN/account in du’s system. This avoids delays for SIM swaps, plan migrations, or large‑scale changes. Keep your enterprise service portfolio documented (mobile fleet, M2M/IoT SIMs, fixed links, managed services) so the agent reaches the right support queue quickly.

For incidents affecting multiple users or sites, share impact scope, time of onset, and any changes made just before the issue started (firewall updates, router firmware, cabling, or power works). du can align enterprise support with SLAs defined in your contract; request the SLA matrix and escalation contacts if you do not have them on hand.

Quick Tips to Get Faster Results

Call or chat from the affected line when possible so authentication and diagnostics run automatically. Keep your Emirates ID nearby, ensure your device has battery/data, and ask for an SR number before ending any interaction. For billing, pay via Quick Pay or the app to get the fastest reconnection, and always save the receipt ID.

Useful links: www.du.ae for account, support, and Quick Pay; use the Store Locator on du.ae to find the nearest branch and current opening hours. Phone support is always available on 155 (from du) and 800 155 (from any UAE line).