du Reviews

Dealing with this app is a nightmare, unfortunately we don’t have the possibility to chose the provider and there are very limited companies on the market. I cancelled my this app subscription as I have left the country but in order to complete the process I had to call 5 times and I was getting different feedback every time. On the first call on the 29th June, I was informed that my contract ends on 3rd of July and I should be cancelling only on that date or I will be charged a month penalty for early cancellation. on the 30th of June I was informed by email and phone that my contract actually ended the day before (29th June). So I cancelled my subscription on the 30th via App. After a week the cancellation department finally called me and informed that my contract actually ends on the 3rd of July and that I might be charged for July bill!! Luckily I have the email stating that contract ends on 29th of June and I also disconnected the router on that day.
My experience with this app is horrible

this app is the worst company ever they give you the package on a certain amount and later they change it and increase the charge. They don't have customer service and whenever you call them they don't help and if you ask to speak to a manager they will never connect you. I have been over charged for 300 aed and they never refunded the money. The worst company ever always stealing people’s money

I have unfortunately been a this app customer for 2 years bc I got locked into a contract only to find out later i was overcharged. I recently canceled the old package and started a new one with the promise of a second chance leading to better service. I got double charged for the old and new package in the same month!!! Literally money was taken from me and I didn’t even get to use the old package. To say they were helpful when I tried to complain would be a lie as the customer service process and experience is just as bad as the service. Honestly I never write bad reviews as I believe everyone makes mistakes but this brand is the worst, absolute worst experience. So disappointing

I have raised a complaint surrounding limited features that are not available on my App.
Linking my this app Home and Mobile account
Logging into my account via web
Adding payment options

All of which I can see are available on other peoples accounts, However not on mine.

While trying to raise this issue.

During this time I have had 4 complaint numbers all of which features a new customer care employee who has no idea about the issue at hand. And stating within 24-48 hours we will get back to you.

Standing at 15 total days where no one is able to share a solution on the matter, neither through their app nor their website portal. Wasting countless hours, with not even a call back from an agent is respectfully pathetic.

The only solution shared are did you restart du and try redownloading it. which have failed a total of 13 times.

I have probably never rated a app prior to this, never thought I would. However with the level of service I have received, there is a first for everything.

I’ve tried multiple times to cancel my plan through the this app app, but every attempt leads to a “Bad Request” error. Contacting customer service hasn’t helped either; despite clearly stating I cannot call due to lack of roaming, they insist that I must call to resolve the issue. It’s been incredibly frustrating, and du ’s functionality for international users is severely lacking. This experience has turned into a nightmare, and I hope this app improves both their app and customer service for those without calling access.

This highlights the technical issue, your frustration, and the unhelpful customer service experience while suggesting areas for improvement.

I would give a 0 star if i could. From the customer service never being available to the worst app i've ever used being a software engineer myself, it keeps crashing, no fixes for the bugs, the packages are more expensive and less beneficial than other carrier providers like Etisalat, speed is slow... countless issues this app has. I sometimes wonder, how does this cooperation operate with so less customers and more leaving this carrier service soon including myself.

Cant wait to get my hands on an etisalat sim and have less of a pain everyday. We are living in 2024, this app is living in 2010.

Revised Review:

this app's outright deception cost me hundreds of dirhams. Their agent blatantly lied to force me into a more expensive plan. After endless frustration with incompetent customer service, including pointless visits to their offices and dealing with their broken chat system, I finally managed to rectify their mistake. But the ordeal didn't end there – this app's scheduling is a joke. I wouldn't recommend this terrible company to anyone. Worst ever!!!

My home services with this app and my cellular data has been extremely slow for months. I have contacted them countless times to send someone and check the connection. Until now they have not sent anyone and insist that everything is running fine. I did a speed check online and it is 22 times slower than what I am paying for. It literally takes over a minute to open a website.
I am no longer interested in having it fixed. I will cancel all of my this app mobile, home phone and TV services in the coming month.
Thanks for the poor experience this app!
Signed: Lost customer forever!

I have had numerous problems with using du. I changed my credit card due to fraud and updated the new card in du and used it for a credit purchase.
Then keep getting texts and emails that my card is not active.
I went to a store and confirmed my card is active. Still get the texts etc. went to another store showed the info in du and they again updated it.
But yes still get the texts. I email support who say yes it’s active and then guess what? My services get cut off.
Why have and promote an app when it does not work.

Unfortunately, I started using this app home internet service when I moved to my apartment. The service was recommended by the receptionist of the building! Anyhow, in January 2025 I decided to cancel my subscription but funnily it has not been possible since then and the service has been discontinued by the operator but they are still charging me I have tried to contact by phone an email but to no avail! This is a form of robbery charging people without providing services. I hope the regulatory authorities can see what this operator doing!!!

I have been using this app services for a year now and I have been experiencing bad Internet connectivity issues despite calling/visiting the branch to complain they just don’t care at all. I have never seen such bad telecommunications providers and I wonder how something like this app operates in a respectable city like Dubai. Telecom Services in 3rd world countries are way much better than this app surprisingly.

I have been reporting low signal coverage/bad internet speed (feels like 2G and if you are lucky it would be 3G speed) no technical support responded to my ticket after visiting the branch despite my 6 calls reporting the issues.

It is such a shame with the current prices AED 299 per month to have this below low quality service and I truly hope everyone sees this before selecting this app as their service provider.

du struggles with issues caused by this app management policies.
Here are my pains;
Wanted to reset a wallet on prepaid SIM. I just got a reissued SIM from a store. The employee forgot to reset the wallet. It’s useless to top off and unable to switch to a pay as you go plan. I am forced to drive again to a store in holiday traffic and stand in line for hours in COVID surge. Thanks this app!!!

I wanted to add an authorized user on my postpaid SIM. No way. Can’t be done. I have to grant my whole account to my family member.

I wanted to change from a postpaid to prepaid. Can only be done in person. If you get stuck outside UAE, prepare for endless bills and possibly visa issues. this app won’t allow you to end a contract and pay a small penalty remotely.

Then why bother with apps if you are stuck in 19th century mindset?

The home wireless service I absolutely do not recommend , I have issues for months I call and raise complaint after complaint with no help in fixing the reoccurring problems. du isn’t very user friendly either In getting technical support either. I am locked into a year contract and after many complaints I stay have to pay out my contract which I have done. Please put your hard earn money elsewhere instead of mediocre service like this app

I had a terrible experience with this app. Despite paying all the required fees and canceling my contract at the Al Zahia City Center branch, I later found out the contract was still active. Following this, both du and the service stopped working, leaving me unable to manage or track anything. This level of mismanagement and lack of proper customer support is unacceptable. Extremely disappointing!

I had trouble on paying my bills since more than 2 weeks. The error message indicates a system error
I have tried through du on the website by Apple Pay… nothing works
None of the online support was able to help to fix the issue
I succeeded to pay the bill only by charging the bank card

The data units are not lasting as is normally supposed to be. They are diminishing at a very alarming rate which makes this internet unsustainable and very frustrating. I bought 2 GB this morning and it lasted 2 hrs under almost zero use status. The units just disappeared. I have just put another 2 gb and God knows how long it will last. Probably an hr. This is not acceptable as it is next to thieving on the part of the company supplying this service. This consumption is not real nor acceptable.

I got forced to pay for package that I didn’t use because it was canceled by the provider one day after activation. I was overseas and it was an internet connection. Instead of giving me a gift for that huge mistake they started to blackmail me to pay or to lose my number. It was a very bad experience that I hate to see any one at the same situation.

I can’t even pay through Apple Pay any more … which is annoying.. can you please fix the problem? It’s lost revenue for you… ijs

du doesn’t slow me to update my card. Even after trying so many times n also getting the mail about the update card du doesn’t register it.

this app is truly amazing for someone who is visiting the UAE for 30 days. I just inserted the sim and it was like I didn’t mess a beat. And when I needed to top up I just recharged through du , so convenient.