All for one
I saw the customer complaints that Gulf News published frequently. I would like to extend my sincere gratitude to the newspaper for allowing readers to write their grievances and for helping them sort out their issues.
I bought my eLife Double Play connection from etisalat and registered it in my wife’s name about five years ago.
A few months ago, I received a call from etisalat and the representative encouraged me to take on eVision as well. I was told that I could cancel the eVision package with one month’s notification, without cancelling my phone and internet connection.
Based on this information, I requested them to cancel my eVision, leaving the other two services active. Surprisingly, they told me that I could not cancel eVision only, and that I would have to cancel all services, then re-apply for a landline and internet connection.
I sent an email to etisalat, complaining about the double standards. As usual, an automated reply came through, stating that I would be contacted within 24 hours. It never happened. One week passed, but no one from etisalat contacted me regarding my query.
Please escalate this matter and assist me.
From Mr Rohan Amerasinghe
Sharjah
The management of etisalat responds:
After checking the call details, we found that the customer was provided with complete information according to etisalat’s policy at the time. However, ever since the change occurred and was approved by the Telecommunications Regulatory Authority (TRA), the customer has refused all our relevant offers for the package to be retained. He has insisted that his connection be reverted to Double Play, which can be done, as per our policy.
Mr Amerasinghe responds:
First and foremost, I would like to extend my sincere gratitude to Gulf News for its involvement in sorting out my issue with etisalat. I returned the eVision set up box and downgraded my package to Double Play from Triple Play in etisalat’s Business Centre in Sharjah.
(Process initiation: August 11. Response from organisation: August 24. Reader confirmation: September 15.)
Requesting connection
I have a monthly package for telephone, TV and internet with du since 2005 and I have had no problems with my bill payments as I have always been on time. My issue started around five months ago, as I was not able to call toll free numbers from my landline, which was an inconvenience for me. Every time I needed to do so, I had to use my mobile phone. My wife has called du and complained several times to rectify this problem, however, they keep promising that they will fix it or call us back, but nothing has been done so far.
I do not understand what the issue is and why they cannot fix this. I have lost faith in resolving the issue and have been reading the newspaper every day and I am happy to know that many readers have got their problems solved through Gulf News’ intervention. I hope my problem will get resolved with du as soon as possible as well.
From Mr Nissar Ahmad
Dubai
A spokesperson for du responds:
In response to Mr Ahmad’s communication, we would like to apologise for any inconvenience he might have faced. Our team investigated the matter and reset the settings, following which, the issue was rectified and the customer is now able to make all types of calls. The case is closed, as per Mr Ahmad’s satisfaction.
Mr Ahmad responds:
A representative from du called me and made an appointment to visit my house. Accordingly, he visited and fixed the problem in five minutes and it turned out to be an issue with the instrument setting. Thanks a lot Gulf News, as with your help, this outstanding issue is now resolved.
(Process initiation: August 28. Response from organisation: September 8. Reader confirmation: September 1.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.
