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Inactive line

Reader’s network line was disconnected and he struggles to get it back

Gulf News

My problem started when I lost connectivity to my du network on April 9, 2017. I have made and received many calls from the du help desk, wherein staff members kept telling me they were fixing the problem. I discovered the next day that my line was disconnected and that I would need to call customer services on 155. The du local branch confirmed that my line was no longer active. They sent a new request to du’s head office for line activation, because they no longer had access to complete this step.

A du team member provided me with the wrong advice, concerning how I would need to renew my line from my self-care account, but I told du that this feature wasn’t available and I showed them my screenshots to prove the same. They also tried saying that I would need to pay an extra Dh55 to renew the du line, while my line is prepaid.

After four days of the problem going unresolved, I went to Dubai’s du head office to escalate the issue, with top management’s support, but I was told that the concerned manager was in a meeting. Later, I was told he was out of the office, and he promised he would call me back the next day. I am still waiting for this call. I met the du head office floor customer support manager and he raised another complaint and promised that du would solve my problem as soon as possible. He agreed that I could call him later, but has since stopped answering my calls. Du has not fixed my problem, but they keep sending me text messages to rate their support.

My problem is that du’s customer service feedback states the problem will be solved and that an expert team member will call me soon, but today is the 10th day of my problem. Du’s teams have refused to connect me to their management, and my escalation should have reached top management, taking into consideration my repeated requests for further action.

From Mr Mohammad Jamal

Ras Al Khaimah

The management of du responds:

With reference to the query of Mr Jamal, our team investigated the matter. The issue is now rectified and the customer’s line is active now. We regret the inconvenience.

Mr Jamal responds:

Thank you for the reply and follow-up, Gulf News. Yes, the problem was resolved 13 days after reporting the fault.

(Process initiation: April 18. Response from organisation: May 4. Reader confirmation: May 6.)

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