Dubai: High-speed internet, free landline-to-landline calls and one of the fastest telecom connections. That’s what you get when you set up a landline and internet connection in the UAE.
Settling into a new home in the country means ensuring your home has the necessary telecommunication connections. The country has two main players in the market – Etisalat and du – and you will need to select either of the two depending on which provider suits you most. Here we breakdown all that you need to know and do to get your landline phone, internet and television connection set up.
Etisalat
Etisalat and du have rolled out the fifth generation network, and have plans to expand the service.
Etisalat was for a long time the only service provider in the UAE, until du entered the market in 2007. Here is all that you need to know about getting an Etisalat connection at home.
What services are provided?
The company offers home owners three main services:
- Home telephone (which you can convert into a fax simply by connecting it to a fax machine)
- Broadband internet
- TV connection
These services are available stand-alone as well, but according to a statement by Etisalat, customers can save considerable money by taking a bundle and getting even more benefits. The bundle option, called eLife, offers a range of internet speeds and television channels based on a subscriber’s requirements, with eLife Unlimited being the best option to save and get the fastest broadband in the country, according to Etisalat.
These services are available stand-alone as well, but according to a statement by Etisalat, customers can save considerable money by taking a bundle and getting even more benefits. The bundle option, called eLife, offers a range of internet speeds and television channels based on a subscriber’s requirements, with eLife Unlimited being the best option to save and get the fastest broadband in the country, according to Etisalat.
What are the charges?
Installation and monthly charges can vary depending on the package you choose. Etisalat recommends checking the details on their website - www.etisalat.ae.
Alternatively, you can call etisalat’s customer service number on 101 (from an Etisalat line) or 800 101 (from a du line).
What documents do I need to provide?
A customer needs to provide the following for a home connection:
- Original Emirates ID
- UAE residency
- Subscriber should be above 21 years old
How long does it take to get the connection working?
Etisalat is able to install eLife services on the same day with a premium option called eLife Express. Typically, the connection is installed within a working week.
How can I pay the bills?
The company offers a variety of payment options, including credit card, cash, online banking or at self-service machines stationed across the UAE.
What are the cancellation charges? Is there a minimum contract?
In a statement to Gulf News, Etisalat said: “Commitment periods are 24 months and Etisalat was the first carrier to offer a commitment-free option for its new eLife Unlimited service. Customers only need to pay Dh20 a month on top of their plan to have a no commitment option. For cancellation, there is just a one-month charge for early exit. Devices are free and only if a customer decides to leave the commitment early would they pay the remaining portion. If they meet the minimum commitment, there is absolutely no change in their monthly charges or any other charges for exiting.”
Can I switch from du to Etisalat?
Yes, contact Etisalat if you wish to switch over to the company. Etisalat added that it has the fastest plans in the country and is the only one with a no-commitment option and the only 4K IPTV service in the country.
Customer service hotline: 101/ 800 101
du
The relatively new player in the telecommunications market, du has also offered competitive packages and deals to benefit UAE residents. Here is a breakdown of all you need to do to get a du home connection.
What services are provided?
du offers home users with the following services:
- Landline telephone connection
- Television packages
- High-speed internet connection
These services are available standalone as well, however du recommends checking out their double play and triple play options, which provide greater value to the subscriber.
What documents do I need?
You will need to provide:
- Residence proof, such as tenancy contract or bank statement
- Valid identification, such as passport and visa
A power of attorney or du authorisation form is required if a customer is not available. All documents must be valid originals.
What are the charges that I need to consider?
Fahad Al Hassawi, Deputy CEO of du, told Gulf News: “As we constantly innovate to create an exceptional experience for all our customers, we work to bring them value for money by offering products and solutions that are personalised and tailored to their various needs. Our prices range from Dh299 per month to Dh500 or even Dh1,000 depending on the required speed and TV packages a customer is in need of. Regardless of charges, there is something for everybody in du’s exceptional home solutions portfolio.”
Installation charges, too, vary based on the package you subscribe for.
As we constantly innovate to create an exceptional experience for all our customers, we work to bring them value for money by offering products and solutions that are personalised and tailored to their various needs. Our prices range from Dh299 per month to Dh500 or even Dh1,000 depending on the required speed and TV packages a customer is in need of. Regardless of charges, there is something for everybody in du’s exceptional home solutions portfolio.
What are all the ways in which I can pay?
These are some of the ways du users can pay their bills:
- Online, through du.ae
- du app
- Calling 155 / 188
- through your bank
- quick pay machines
- at partner outlets
- mobile payments
- cheque (only at du shops)
Speaking to Gulf News, Al Hassawi said: “Providing payment methods that enable customers a seamless transaction and experience to suit their individual account needs is a key focus for du. That’s why we endeavour to deliver a range of physical and digital payment options that incorporate various touchpoints.”
What are the cancellation charges? Is there a minimum contract?
If customers need to make an early termination before the end of their contract’s duration, they are subject to cancellation fees including a one-month MRC (monthly recurring charge), to a maximum of Dh1,000, as well as a charge for the cost of their device/contract period. This is determined by the contract period minus the number of months the customer spent in the contract.
TRA announced new rules for new connections, where instead of having to pay one month’s rental fee multiplied by the number of months remaining on the contract, users will now only have to pay one month’s rental fee. However, the new rule will only be applicable for new connections, and not be implemented on connections taken before the announcement was made in March 2019.
Can I switch from etisalat to du?
Once you choose any of the du home plans, you need to inform du of it, and they will manage the switch.
How long does it take to get the connection working?
The connection can take anywhere from a few hours to a few working days to be installed.
If you subscribe to the home services online, du have launched a three-hour installation process.
Al Hassawi added: “If the customer subscribes outside our captive areas, the installation process in this case will depend on the speed of which the other operator moves to.”
Customer service hotline: 155/ 800 155
