Etisalat customer care number: fast, reliable ways to reach support

In the UAE, the primary Etisalat by e& customer care number is 101. It’s available 24/7 and is toll‑free when you call from an Etisalat mobile or landline within the country. Whether you need help with mobile plans, eLife home internet/TV, billing, roaming, or technical faults, 101 is the single front door to get routed to the right team.

For companies and government entities, Etisalat’s dedicated business support line is 800 5800 (toll‑free within the UAE). This line covers business mobile, fixed, internet, PBX, IoT/M2M, and managed services. Critical incident support is available around the clock; account management and sales follow standard business hours.

Etisalat rebranded consumer services to “etisalat by e&” in 2022, but the customer care numbers did not change. If you’re roaming or using a non‑UAE SIM, 800 numbers typically won’t work; use the My Etisalat UAE app or the website (etisalat.ae) chat to request a callback or open a ticket.

Numbers and quick self‑service codes you can use right now (UAE)

Use the numbers below for immediate help, and the USSD shortcuts for quick checks and recharges without waiting on a call. These work nationally across the UAE unless otherwise noted. Charges are stated where applicable; toll‑free applies within the UAE from any local line unless specified.

• 101 — Consumer Customer Care (UAE). Toll‑free from Etisalat mobile/landline; 24/7 IVR and agents. Language selection at the start; technical/billing/sales routing via IVR.
• 800 5800 — Business Customer Care (UAE). Toll‑free; critical support 24/7. Have your BRN or account number ready for faster verification.
• etisalat.ae — Web support. Use “Chat” to reach the Etisalat Virtual Assistant (EVA) and request a live agent, or schedule a callback if you’re outside the UAE.
• My Etisalat UAE — Mobile app (iOS/Android). Manage plans, pay bills, raise/track trouble tickets, live chat, SIM/eSIM swaps, roaming packs.
• *121# — Prepaid balance check (USSD). Free. Shows your main balance and, on some plans, data/SMS add‑ons.
• *120*CARDNUMBER# — Prepaid recharge (USSD). Free. Works with physical recharge cards (common values: AED 25, 50, 100, 200). UAE VAT is 5% and is included in retail pricing since 2018.

If you’re calling 101 for home internet or TV issues, keep your eLife account number handy (it’s printed on your bill in the “Account Details” section). For mobile inquiries, have your Emirates ID and the last 6 digits of your SIM ICCID (printed on the SIM tray or under Settings > About on many phones) for identity verification.

Note: 800 numbers (including 800 5800) are not reachable from overseas. When roaming, open the My Etisalat UAE app over data/Wi‑Fi to chat or request a callback to your roaming number. Alternatively, use the website chat at etisalat.ae and select “I’m outside UAE.”

What to expect when you call 101

The 101 IVR is designed to triage quickly: you’ll choose language, then service type (mobile, home internet/TV, billing, sales/upgrade, roaming). The system can perform automated line tests for eLife fiber, refresh your mobile provisioning, or trigger SIM/network resets before routing you to a specialist if needed. These automated steps fix a large share of common problems without waiting for an agent.

Wait times vary by time of day and billing cycles. Off‑peak (early mornings on weekdays) is usually the fastest; peak periods include evenings (7–10 pm), public holidays, and the last 3 days of the month. If your query is non‑urgent (e.g., plan comparison or add‑ons), using the app or asking the IVR for a callback can save time during peaks.

Business callers to 800 5800 can press the incident/fault option to escalate urgent outages. Non‑critical account changes (e.g., adding lines, upgrades) are typically handled during business hours; you can also open tickets in the e& enterprise portal and reference the case ID when calling.

Prepare these details before calling

Identity and account verification protect your service and speed up resolution. Keep your Emirates ID or passport, your Etisalat mobile number, and (for home services) your eLife account number ready. If someone else manages the account for you or your company, confirm you are an authorized contact; otherwise, the agent may be limited in what they can change.

For technical cases, capture specifics: exact error messages, the time the issue started, locations (for mobile coverage issues), and the devices affected. For eLife internet, note your router model and the LOS/PON light status on the Optical Network Terminal (ONT). A quick speed test via a wired connection (to speedtest.net or Etisalat’s recommended test server) with timestamp helps the diagnostics.

Billing disputes are smoother when you have the invoice number, charge date, and the plan/pack details you expected. If roaming charges are in question, note the visited country, pack purchased (name and price), and dates/times of usage; screenshots from the app help.

Quick fixes to try before you call

• Mobile: Toggle airplane mode for 30 seconds; then manually select “etisalat” network once, return to automatic. For data issues, reset APN to default (Settings > Mobile Network > Access Point Names).
• Home internet: Power‑cycle the ONT and router — unplug both for 60 seconds, power ONT first, wait for PON to stabilize (solid green), then power the router. Check with a wired device to isolate Wi‑Fi issues.
• Billing/App: Update the My Etisalat UAE app to the latest version; clear cache; try payment with another card or via Apple Pay/Google Pay. If a payment posts twice, note the authorization codes from your bank app.
• Roaming: In the app, verify roaming is enabled on your line and purchase a roaming pack for the country you’re visiting. Manually select a preferred partner network listed in the pack details.

Alternatives to calling: digital and in‑person support

My Etisalat UAE app is the fastest route for most actions: SIM/eSIM swaps, add/remove packs, invoices, payment receipts, and line suspensions/reactivations. You can start a live chat, raise a trouble ticket, and track SLAs without waiting on a phone queue. The app also shows planned maintenance and known outages that might be affecting your area.

On the web, go to etisalat.ae and click Help & Support. The Etisalat Virtual Assistant (EVA) can run automated checks or connect you to a live agent. If you prefer social channels, @etisalatUAE on X (Twitter) and the official Facebook page accept service DMs; for privacy, agents will move you to a secure form to verify identity.

Need a SIM replacement, number porting, or device diagnostics? Visit an Etisalat store; bring your original Emirates ID. For corporate lines, an authorization letter on company letterhead may be required. Use the Store Locator at etisalat.ae to find opening hours and queue status before you go.

If you’re not in the UAE

Etisalat operates in multiple countries via e& Group brands. Customer care numbers differ by market. In Egypt, for example, Etisalat Misr uses a short code from Etisalat lines and publishes alternative landline/mobile numbers and international access on its official site. Always check the local website for the latest numbers and hours.

Useful regional sites: UAE (etisalat.ae), Egypt (etisalat.eg). Note that Etisalat Nigeria rebranded to 9mobile in 2017; if you are in Nigeria, visit 9mobile.com.ng for current customer care contacts.

If you can’t place a voice call from overseas, open the My Etisalat UAE app over Wi‑Fi and request a callback to your roaming number or start chat support. Website chat at etisalat.ae also works internationally and can create tickets tied to your UAE account.