Etisalat Customer Care (UAE): An Expert, Practical Guide

Contact Channels at a Glance

In the UAE, the fastest way to reach Etisalat customer care is by dialing 101 from any Etisalat mobile or landline. The 101 helpline is staffed 24/7 for consumer mobile, home internet (eLife), and TV support, with an IVR that routes you to billing, technical support, and plan changes. Keep your Emirates ID and account details nearby, as identity verification is mandatory before any sensitive action can be taken.

Digital support is equally robust. The official website (etisalat.ae) offers live chat, plan management, and payments. The My Etisalat UAE app (iOS and Android) provides real-time usage, bill downloads, add-on management, and SIM services such as eSIM activation and PUK retrieval. For in-person help, use the Store Locator on etisalat.ae to find the nearest Etisalat store or business center; most mall-based locations operate roughly 10:00–22:00 daily, with extended hours during peak retail seasons.

• Phone: 101 (24/7 from Etisalat numbers in the UAE)
• Website: https://www.etisalat.ae (live chat, bills, add-ons, store locator)
• App: “My Etisalat UAE” on Apple App Store and Google Play

What Etisalat Customer Care Can Do for You

Customer care can handle end-to-end lifecycle needs: new line activation, plan migration, SIM swap/eSIM activation, bill clarifications, roaming configuration, network troubleshooting, and home services installation/relocation. On the fixed side, agents can run remote line tests on your ONT/router, schedule engineer visits, and raise network trouble tickets for fiber issues. On the mobile side, they can check cell coverage, register network complaints, and advise on device compatibility for VoLTE/5G.

Billing support includes itemized bill walkthroughs, pro‑rata explanations when you change plans mid‑cycle, refunds for erroneous charges (after validation), and installment plan support for devices. For roaming, customer care can confirm partner networks, recommend travel add‑ons, and check whether your line meets eligibility (e.g., status in good standing). If you’re a multi-service household (mobile + eLife), agents can also coordinate bundled offers and explain how discounts apply across services.

Preparing for a Faster Resolution

Have your identification and service details ready before you call or start a chat. In the UAE, the primary identity document is the Emirates ID; the agent may ask you to verify specific digits and your date of birth. For business accounts, a Trade License or an authorization letter may be requested when changing ownership or requesting sensitive actions.

For technical issues, concrete data shortens resolution time: screenshots of error messages, exact timestamps of call drops, the physical location (building, street, or GPS if rural), and device details (model, software version). For fixed-line faults, check cable seating, ONT light status, and run a speed test via a wired connection before contacting support; note the results with time and server used.

• Identity and account: Emirates ID number; mobile number or eLife account number (from your bill); the registered email.
• Device/SIM specifics: IMEI (15 digits, dial *#06#); SIM ICCID (19–20 digits starting with 8997, printed on the SIM carrier); PUK (available in the app).
• Technical details: ONT/router model; light status (PON/LOS); LAN/Wi‑Fi connection used; speed test readings (Mbps down/up, ping).
• Billing references: invoice number, billing month, and the exact AED amount disputed; payment reference if you paid via bank/app (date and time).
• Roaming info: destination country, travel dates, plan/add‑on name if already purchased, and visited networks.

Typical Timelines, Tickets, and Follow‑up

When you report a problem, the agent will create a Service Request (SR) or Incident/Trouble Ticket and send you an SMS with a case ID. Keep this ID—referencing it accelerates any follow‑up. Status updates often arrive by SMS within hours, especially for billing cases. For technical issues requiring field work, appointments are typically offered in defined slots, and you’ll get an SMS confirmation with date/time.

Indicative timeframes (not guarantees): simple billing clarifications can be resolved during the call or within 24 hours if adjustments need approval. Mobile network complaints usually go through triage and, if required, a field check—expect 24–72 hours depending on complexity. Fixed-line (fiber) issues may complete within 24–48 hours for common ONT/router faults; civil works or building access exceptions can extend timelines. If an appointment is missed by either party, the next available slot is usually within 1–2 business days.

You can track progress in the My Etisalat UAE app under Support/Requests, or by quoting your case ID via 101 or live chat. If you receive an SMS stating “resolved” but still face the problem, reply promptly or re-open the case within the stated window (often 24–72 hours) so it returns to the same queue without starting over.

Common Requests Explained Step‑by‑Step

Lost or stolen phone: log into the app or call 101 immediately and request a temporary bar to prevent misuse. If you plan to keep your number, request a SIM replacement (physical or eSIM). Physical SIM swaps are completed in-store after ID verification; eSIMs are issued as a QR code in-app or in-store. Once you regain access, remove the temporary bar.

Bill disputes: check the latest invoice in the app/website, note the exact line item, date, and amount in AED. Call 101 or use chat and request an itemized explanation. If it’s an add‑on or premium service activation, ask for activation logs (timestamp and channel). If it’s a mischarge, request a reversal; approved credits usually reflect in the next bill cycle or as an immediate adjustment.

Home move (eLife relocation): initiate the move at least 5–7 days before your handover date. Provide your new address and building details; customer care will check fiber availability and schedule an appointment. Take photos of your current ONT/router labels to help the technician migrate settings quickly, and ensure building access and an adult presence during the slot.

Fees, Commitments, and Policy Essentials

Most consumer services are billed monthly with UAE VAT at 5% (in effect since 1 January 2018). If you change plans mid-cycle, expect pro‑rata charges and credits on the next bill. Missed payments can trigger service barring—autopay via the app or website helps avoid disruption. Payments via the app/website reflect instantly; bank transfers can take 1–2 business days depending on the bank cut‑off times.

Device installments and many home plans carry a 12‑ or 24‑month commitment. Early termination usually requires paying remaining device installments and may include plan early exit fees; customer care can calculate the exact figure based on your remaining months. If you’re moving to a non‑serviceable address, ask about waiver policies—proof of relocation is normally required.

Roaming add‑ons have clear allowances and validity windows (e.g., data MB/GB and days). Once an allowance is consumed, standard roaming rates apply; the app shows live consumption. To avoid bill shock, set spend limits in the app, and consider enabling alerts at usage thresholds (commonly 50%, 80%, and 100%).

Escalation and Regulatory Recourse in the UAE

If a case stalls, call 101 and request an escalation to a supervisor with your case ID. Ask for the escalation reference and the promised callback time. A concise summary of what’s been tried (dates, outcomes) helps the back‑office pick up the thread without repeating diagnostics. For technical complaints, request a site visit if remote checks don’t align with your experience.

When an issue remains unresolved after multiple interactions or the promised SLA, you can file a formal complaint with the UAE regulator, the Telecommunications and Digital Government Regulatory Authority (TDRA). Use the official TDRA website (tdra.gov.ae) to access the Consumer Protection channels. Provide your Etisalat case ID, dates, transcripts or screenshots, and a clear desired resolution—this significantly shortens investigation time.

Before escalating externally, make sure you have at least one formal Etisalat case ID and have allowed reasonable time for resolution (for example, 3–5 working days for non‑urgent cases, or the specific timeframe the agent committed to). Regulatory cases typically prompt a dedicated review team to respond.

Security and Fraud Prevention

Etisalat will verify you before making changes but will not ask for your full bank card PIN or passwords. Never share one‑time passwords (OTPs) you receive by SMS unless you initiated the action in the official app or on etisalat.ae. If someone calls claiming to be “Etisalat” and pressures you to disclose codes or install software, hang up and call 101 yourself.

Check domains and sender IDs: official consumer portals are under etisalat.ae, and app updates come only from the Apple App Store or Google Play. SMS bill or case alerts reference your number or account and do not contain shortened links demanding immediate payment. When in doubt, open the My Etisalat UAE app directly and check your bills, usage, and open requests.

For sensitive actions (SIM swap, ownership change), in‑person verification remains the gold standard. Bring your original Emirates ID, and ask the agent to confirm the change on-screen before you leave the counter. You’ll also receive a confirmation SMS—review it immediately and report discrepancies at once via 101.

Key Facts Recap

Etisalat (founded 1976; rebranded “etisalat by e&” in 2022) operates nationwide customer care in the UAE via 101 and digital channels on etisalat.ae and the My Etisalat UAE app. Support is 24/7, tickets are tracked by SMS case IDs, and UAE VAT at 5% applies to services. For unresolved matters, the TDRA (tdra.gov.ae) provides formal consumer protection escalation.