e& (etisalat and) - HO Building A — Local services in Abu Dhabi

Worst Internet. Terrible Call Center. Zero Customer centricity. What a disappointment after so many years of good service.

Having a 1Gbps eLife plan from e& means nothing.

For the whole month of April and until now, May 2025, every evening between 8pm and 12am the download speed goes so low that I'm unable to open any website. 0.5-3Mbps downlink, while uplink is still 100-120Mbps. Only within UAE I can get a speed of 70Mbps to e& servers in Abu Dhabi or Dubai. However, any speedtest (Ookla or other) to GCC countries, Europe, Americas, Asia, Oceania - show downlink speeds as low as 0.5Mbps!!!

Trying to resolve with the support of 800101 is a pain! You need to be super patient in an attempt to reach a person to speak to (someone from the Call Center in Egypt).

Amazing, you made it through using trial and error mechanism... and receiving 10 SMS messages about spam calls... and you are speaking to a live person who resets your router for 1000th time and then unwillingly is trying to set a technician visit. You use the link in the SMS to schedule it and... exhale, but...

Technician never comes. And you start over.

Finally, a technician comes. You spent 1h of your time with him in the telephone room showing him that you have a real issue - with 1Gbps Neo plan, you are unable to open a web page. He does tests, makes screenshot, unnecessarily changes a cable or two and says - yes, there is a problem. Then he leaves, saying that you can follow up with him on WhatsApp. Relief!

Next day or two you are optimistically waiting. Then you try to reach the technician, but his mobile is switched off. And then you receive an SMS saying that your case was resolved and is now closed. You check on the App-Support and yes it is really closed. Wow. But evening comes and you are unable to open a web page because NOTHING changed.

Then you can go into steps 2-6 loop forever, but nothing gets resolved. Etisalat / e& neither recognise the problem / nor resolve it.

In my humble opinion, Etisalat is having a serious issue with its international Internet capacity/bandwidth and oversold high- bandwidth eLife plans without upgrading its infrastructure. My Mobile Broadband with du at the same time of the day - evening, shows downlink between 30-100Mbps (4G+ or 5G). Mobile Broadband!!! not Fiber!!!

(the image attached shows the ACTUAL download speed you'll get with 1Gbps eLife package).

05-05-2025 update: Etisalat just closes any ticket without resolving the issue, just to fake good SLAs and show excellent KPIs. All my cases were closed, and I could not reopen them because: SMS to 1661 does not go through from non-Etisalat network; 800101 call center says they can not reopen any old ticket, and they can only escalate.

So, after receiving 8 calls from helpless call center agents, supervisors, technical teams, tech team supervisors, you end up: with the same issue that you once started with; no new TT/case being open; perfect SLA/KPI for backoffice, technical and complaints team that forcefully closed the ticket without any resolution; and a technician telling you that you CAN get it eventually resolved if you agree to PAY some extra aed 150 that is needed for "splitter change and external shifting." Otherwise, it won't get resolved. OMG!

Can you imagine that you need to pay extra if you want your eLife 1Gbps Internet to actually work better than 56Kbps dial-up connection!?!?! Because if it doesn't- it is your personal problem.

@e& mngt - do you know what is actually going on inside your company?!?!?!

Etisalat - do...

Worst and rudest customer service I've ever seen. I went in the weekend to cancel one of our company numbers. After taking a number, I saw one of the Erisalat staff shouting at a customer. I've never before seen a service provider shouting at a customer. My wife asked the manager (Mohamed Nabil) to diffuse the situation, since there were kids present and they didn't want to hear shouting. He did nothing. I had to ask the gentleman who was shouting to keep his voice down. The manager told me.that I was not the one being shouted at, so I should not interfere. Evidently, he is OK with customers being shouted at. I told him I'd make a complaint. He implied I had no right as I was received professionally. In addition they told me the system was down and I needed to come back. I complained to Etisalat. The call center apologized and told me to return. Today i returned. I saw the same manager. He made no attempt to apologize for any misunderstanding. Instead, he told me that I misinterpret things in my own way. I didn't misinterpret the shouting drama, the incoherent resolution or the branch manager constantly arguing with me. Also customers don't normally make complaints from nowhere, unless there is a valid reason. Perhaps i can accept this rudeness if, at least, my simple problem is resolved. With all this drama to resolve a simple cancellation request, I'm left in total shock at the abysmal standard of customer service which should have no bearing on a brand such as Etisalat. I can only hope things improve very quickly. Meanwhile, I'm avoiding any visit to...

I am extremely disappointed with the lack of resolution from Etisalat regarding a Wi-Fi and TV disconnection issue that has persisted for over three days. Despite raising multiple complaints — including a physical complaint at your office, a formal email, and multiple phone calls daily (often 4–5 times per day, with a minimum of three calls per day) — there has been no meaningful response or resolution.

The issue began on Monday between 10 a.m. and 11 a.m., when an Etisalat technician came to repair a connection in the main building. During this process, our Wi-Fi and TV services were disconnected. We personally informed the technician and requested that the issue be rectified before he left. However, he left without notifying us or restoring our services.

Later that day, when another technician visited, he inspected the connection and informed us that , the system incorrectly showed a request for service shifting — a request we never made — and it appeared that something had been removed from our connection box, which caused the disruption.

This situation has caused serious inconvenience, as our daily online classes and work-from-home activities have been severely impacted. The repeated delays, lack of follow-up, and miscommunication are completely unacceptable from a national service provider.

My current complaint number is 63070269. If this issue is not resolved immediately, I will be left with no choice but to escalate this matter formally to the Telecommunications and Digital Government Regulatory...