UAE | Complaints

Reader complaint: My Etisalat 3G bill was huge

Unsolicited service is an ugly way of making money

  • Staff
  • Published: 19:55 June 9, 2013
  • Gulf News

Telecom issue

I would like to draw your attention to an incident relating to my mobile connection with etisalat. Recently, I switched phones and bought the Samsung Galaxy Grand and inserted my postpaid GSM in it. As I was exploring it, I got a text message on my mobile that I have used the 3G service from etisalat and my use has exceeded Dh1,000, and they have stopped the service in order to limit my bills.

I was shocked as I was just using a normal service without any 3G or data package from etisalat. When I dialled 101 service they informed me that in smartphones the data service is automatically activated. I am shocked! This is an un-solicited service and really an ugly way of making money by etisalat.

I had faced a similar issue with etisalat, when I used their hotspot service at Dubai Hospital. I used the service for about two hours on my iPad in an emergency. The rates were mentioned as Dh10 per hour. But, when I got the bills, I was charged Dh122.22 which is equal to about 12 hours. When I reported the complaint, etisalat did nothing and advised me to visit their Deira office. I could not visit as wasting my time for small sum did not make any sense. However, etisalat succeeded in their way of making money from us.

From Mr Praveen Mehta



The management of etisalat responds:

Kindly note that Mr Praveen Mehta’s issue with etisalat was solved and the customer has been updated accordingly.


Mr Mehta responds:

Yes, the issue is resolved. Thank you Gulf News for such a wonderful job.


Editor’s Note: Do you have a similar consumer complaint that is not receiving any redressal despite you trying several times to get an answer? Perhaps we might be able to help you. Contact us on our email

Comments (12)

  1. Added 16:55 June 10, 2013

    My father is facing the same issue as Mr. Praveen Mehta. I got a text from Etisalat on the same day as Mr. Praveen Mehta received it saying that you have exceeded the 3G limit usage and have incurred a bill of Dh1,000 and it stated that your internet service is blocked temporarily. Note that he just bought an iphone and installed the sim. the very next day this incident happened. Kindly guide me what action should I take?

    Syed Saad, Dubai, United Arab Emirates

  2. Added 16:20 June 10, 2013

    Good job Gulf News team. In fact, I have also faced the same issue with Etisalat where they charged Dh268.90 for 3G Data usage. I was not even aware of that and when I approached Etisalat they said your 3G services were automatically activated. I requested them that it is not fare that you are charging for something which I am not even aware. More on that, I had taken 200 minutes pack also from them and but still they charged me for local calls. After making 4 rounds to their Jebel Ali office with lodging multiple complaints they realised the mistake and simply told me that they will adjust Dh60 in my next bill. But there is no response for Dh268.90 which they charged for 3G services. At the end I am feeling like I am forced to pay the amount as there is nothing you can do for this.

    Rajesh Kumar, Dubai, India

  3. Added 13:56 June 10, 2013

    I traveled to Turkey for a week, for the first time i paid attention to switch off Data Package completely on iPhone and use it only when needed. i went through difficulty with Taxi to find my location twice where I had to switch on NAV with Data for almot 1 hours in both cases. it consumed Dh1,000 and I received SMS from Etisalat my Data Package temporarily block because up to the default limit which is Dh1,000. In the past when I used to travel I never switch off Data and my bill reach Dh600!

    Ahmad, Dubai, United Arab Emirates

  4. Added 11:21 June 10, 2013

    It seems that issues with organizations will resolved only when it is brought to public attention through media? This is not expected of reputable companies. No use of obtaining ISO and other accreditations, if the customer service is no good.

    R.Vasudevan, Dubai, United Arab Emirates

  5. Added 11:10 June 10, 2013

    I can't stop thanking Gulf News for whatever it is doing for well being of the communities here in UAE. I had an insurance claim request and again due to Gulf News intervention only I was able to get the claim. Gulf News is the best example for any kind of media to learn on resolving consumer complaints in a timely manner. Thanks a ton Gulf News Team and keep up the good work. :)

    Jamil Tekedil, Dubai, United Arab Emirates

  6. Added 10:55 June 10, 2013

    we have more than 20 3G/4G data simcard from etisalat and we didn't encounter the same issue.. keep in mind that there is a service called softcap & hardcap which means once you reach the ceratin limit of your package it will automatically stop the service (hardcap), and also for the softcap - it was given to all the new simcard. so what you need to do is to activate the hardcap when you want to use the 3G/4G service from etisalat or Du

    Joseph Bernal, Abu Dhabi, United Arab Emirates

  7. Added 10:21 June 10, 2013

    Cheers Gulf news team. The way to get things done :D

    Ibrahim, abudhabi, United Arab Emirates

  8. Added 10:07 June 10, 2013

    Wow.... :-o Lovely services from Gulf news.... Hats off to Gulf news and team.

    Hani Shakir, Dubai, United Arab Emirates

  9. Added 10:04 June 10, 2013

    i also lost some amount , even though i do not have any browsing package . the reason etisalat gave is your sim is browsing enabled you browsed from your phone so the amount deducted . my point is people disable your cellular data if you are using smart phone now so you could save you credit

    antony, auh, United Arab Emirates

  10. Added 09:32 June 10, 2013

    A great service from Gulf news in order to resolve consumer issues which would otherwise go unheeded. Once again congrats to Gulf news.

    Anand, Sharjah, United Arab Emirates

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