Etisalat Customer Care Service Number: How to Reach the Right Help Fast

Etisalat (now Etisalat by e&, rebranded in 2022) operates one of the largest telecom networks in the Middle East, with millions of consumer and business lines across the UAE. If you need account help, technical support, or billing clarification, the primary Etisalat customer care service number in the UAE is 101. Knowing when and how to use 101—and the alternatives—can save you time and get your issue resolved on the first attempt.

This guide explains the 101 hotline in detail, covers the dedicated line for business customers, outlines contact options while roaming, and shares proven tips to speed up resolution. It also points you to official online channels, so you can choose the fastest path whether you’re at home, in a store, or abroad.

Primary Consumer Support: 101

Dial 101 from any Etisalat mobile or Etisalat landline inside the UAE to reach consumer customer care. The line operates 24/7, with Arabic and English IVR menus and live-agent support. You can request help for mobile services, eLife home internet/TV, fixed line, device orders, number portability, billing disputes, and roaming activation. The IVR includes common self-serve options (such as plan details or basic troubleshooting) before routing to a specialist.

Calls to 101 are free from Etisalat lines within the UAE. If you call 101 while roaming, voice roaming charges by your current tariff may apply; if the shortcode does not connect overseas, use the My Etisalat UAE app or the web chat on etisalat.ae to request a callback. Keep your line powered on and reachable, as agents will typically attempt a return call within the same day for active service-impacting issues.

Dedicated Business Support: 800 5800

For business accounts (mobile fleets, broadband, Cloud PBX, IoT/M2M, and managed services), call 800 5800 within the UAE to reach Etisalat Business support. The hotline offers 24/7 assistance for service outages and critical incidents, with case logging and escalation to enterprise care teams. For account changes, orders, or billing administration, you may be routed to specialists during standard business hours (Sunday–Thursday, roughly 09:00–18:00 GST).

Business customers can also manage tickets, services, and users via the Etisalat Business Online portal at business.etisalat.ae. If you are outside the UAE or cannot dial toll-free numbers, log in to the portal or use the “Contact us” page on etisalat.ae to request a callback to your international number. Have your BRN (Business Registration Number), company name as per trade license, and affected service IDs ready.

Official Alternatives When You Can’t Call

If 101 is not an option—or you prefer digital channels—use the My Etisalat UAE app (iOS/Android). The app supports in-app chat, plan changes, add-ons, balance and usage details, bill downloads, roaming packs, eSIM activation for compatible devices, and SIM replacement requests. The same capabilities are mirrored on the consumer portal at etisalat.ae, where you can authenticate using your mobile number and a one-time password (OTP).

For in-person help, visit an Etisalat store or Business Centre. Mall-based stores generally follow mall hours, while standalone Business Centres typically open during daytime working hours. Use the Store Locator on etisalat.ae (Help > Store Locator) to find the nearest branch, check peak times, and see services available on-site (e.g., eSIM issuing, device pickup, trade-in, and number registration updates).

Prepare for a Faster Resolution

Before calling 101 or 800 5800, gather the identifiers and context an agent will ask for. This reduces time spent on verification and helps the agent reach the correct backend system immediately. For technical troubleshooting, keep your device powered on and accessible so you can follow steps or receive network resets during the call.

Keep the following details on hand and avoid sharing them publicly (only provide within calls or secure chats with verified Etisalat channels):

• Your Etisalat number(s) and service type (mobile/eLife/fixed), plus the affected SIM ICCID/eSIM EID if available (found in device settings or on the SIM card).
• Account holder information: full name as registered, Emirates ID or passport details, and the 4-digit telephone PIN if you set one up.
• Recent activity context: last recharge amount/date, last bill amount, order or ticket number (if already raised), and any error messages/screenshots.
• Travel context (if roaming): destination country, the visited network you’re attached to, and whether data/voice/SMS issues are all affected or just one.

Common Reasons to Call—and Faster Self‑Service Options

Many frequent requests can be solved in minutes without waiting on a queue. Etisalat’s IVR and app are designed to complete common changes automatically and confirm by SMS or email. Try the self-service route first, and call 101 if the action fails or you need an exception (e.g., backdated changes or complex billing disputes).

These are high‑value shortcuts that often resolve issues immediately:

• Roaming: Activate/deactivate and buy roaming packs via the app (Roaming section). If abroad and unable to attach to a network, toggle data roaming off/on and select a partner network manually in device settings before calling.
• Billing and usage: Download itemized bills and see current usage in the app. If a charge looks incorrect, capture the line item date/time and open a dispute from the same screen for faster investigation.
• SIM lost or stolen: Suspend the line in-app to prevent misuse, then request eSIM or SIM replacement. Follow up with 101 if the suspension or replacement does not complete.
• Balance and recharge: Check balance with the app or by dialing USSD; you can also recharge using standard USSD syntax (for physical vouchers, dial the code printed on the card). Keep the receipt number if a recharge fails.
• Home internet (eLife): Power-cycle the ONT/modem for 30 seconds and check the LOS/Internet indicators. If the LOS light is red or blinking persistently, report a fault via the app to trigger line testing before calling.

Escalation and Formal Complaints

When an issue requires deeper investigation, ask the agent for a case or ticket number and the promised turnaround time. Save this reference and any SMS/email acknowledgments. If the SLA window passes without resolution, call back, quote the same ticket, and request escalation to the relevant second-line team (billing, network, or provisioning), or ask for a supervisor callback.

If you believe your case was not handled properly after multiple attempts, you can escalate through Etisalat’s official complaint channel on etisalat.ae (Help > Complaints). As a last resort, UAE residents can submit a complaint to the Telecommunications and Digital Government Regulatory Authority (TDRA) via tdra.gov.ae after you have a documented case history with Etisalat.

Roaming and Calling 101 from Abroad

While roaming with an active Etisalat UAE SIM, try dialing 101 directly; in many countries it will route over the visited network, though local carrier policies vary. If the shortcode does not connect, use the My Etisalat UAE app over Wi‑Fi to open a chat or request a callback to your roaming number. Keep in mind that accepting the callback may incur roaming voice charges depending on your plan or bundle.

Before you travel, use the app to activate a roaming pack, verify that international roaming is enabled on your line, and note partner networks in your destination. If you encounter service issues, manually select a listed partner network in your device’s Network Selection menu and restart the phone before contacting support—this resolves a large percentage of roaming attachment problems.

In‑Store Help and Identity Requirements

Some actions require in‑person verification due to UAE Know Your Customer (KYC) rules—for example, changing the registered owner, updating Emirates ID details on the account, or picking up certain devices and SIMs. Bring your original Emirates ID (or passport with valid visa if applicable). Digital copies are typically not accepted for ownership or SIM issuance tasks.

For urgent SIM replacements when you cannot authenticate by phone, visiting a store or Business Centre is the fastest path. Use the Store Locator on etisalat.ae to find the nearest branch that issues eSIMs, handles number registration updates, and supports corporate accounts, then go during non-peak hours (weekday mornings) to minimize waiting time.

Official channels recap: consumer care 101 (UAE), business care 800 5800 (UAE), My Etisalat UAE app, and the support pages and live chat on etisalat.ae. For updates and quick checks, you can also reach Etisalat on social channels such as X (Twitter) at @etisalatUAE—never share OTPs, full ID numbers, or PINs in public posts; use only verified direct messages or the app.