Learning how to report a telecom service problem properly is the difference between getting your issue fixed in a day and chasing it for weeks. In the UAE, both e& and du have structured complaint channels — app, phone, and in-store — and if the operator does not resolve things, the telecom regulator (TDRA) can step in. The key is reporting through the right channel and keeping a record from the start.
This guide covers what counts as a reportable service problem, exactly how to report it to each operator, what information to have ready, how long resolution typically takes, and how to escalate when the first attempt does not work.
Quick Answer
Report the problem first to your operator — e& (101) or du (155) — through their app, customer care line, or a store visit, and get a complaint reference number. Describe the issue clearly with dates, times, and screenshots if you have them. If the operator does not resolve it within a reasonable time, escalate to the TDRA, the UAE’s telecom regulator, via the TDRA website. Keep every reference number until the issue is closed.
What Counts as a Telecom Service Problem?
Not every annoyance is a formal “service problem,” but anything where the service you pay for is not working as promised qualifies. Common reportable problems include:
- Network outages or weak coverage: no signal, frequent call drops, or data speeds far below what your plan promises.
- Billing errors: charges you do not recognise, bills higher than expected, or double billing.
- Service not activated: a plan, add-on, or feature you paid for that never started working.
- Roaming problems: no service abroad despite an active roaming plan, or unexpected roaming charges — see our rundown of common roaming problems and solutions for the travel-specific cases.
- Porting issues: problems moving your number between operators.
- Device or SIM faults: a faulty SIM or eSIM that the operator supplied.
- Unfair contract changes: plan terms changed without proper notice.
Before reporting, it helps to confirm the problem is on the operator’s side and not your device. A quick look at your telecom account status can rule out the obvious causes — a suspended line, an expired plan, or an unpaid bill.
Before You Report: Prepare These Details
Support agents resolve well-documented problems faster. Gather this before you contact anyone:
- Your mobile number and account number.
- Your Emirates ID number (they may ask to verify the account holder).
- Exactly what is wrong, in one or two sentences.
- When it started, and whether it is constant or intermittent.
- Your location when the problem occurs (for network issues, a specific area or building matters).
- Screenshots of error messages, speed tests, or unexpected charges.
- Any previous complaint reference numbers if this is a repeat issue.
How to Report a Telecom Service Problem to e&
e& offers several channels, and all of them feed into the same complaint system:
- My e& app: log in, go to Help or Support, and use the complaint or “report an issue” option. This is the best channel for billing disputes because you can attach screenshots directly.
- Customer care line: call 101 from your e& number. Have your account details ready — the automated menu will ask what the issue is about before connecting you.
- Website: the support section of the e& website has an online complaint form.
- Store visit: for complex issues (faulty devices, contract disputes), visiting a service centre lets you speak to someone face to face. Bring your Emirates ID.
Always ask for the complaint reference number at the end of the interaction, and note the name of the agent and the date. Without a reference number, your complaint is much harder to follow up on.
How to Report a Problem to du
du’s process is similar:
- du App: log in and use the support or help section to raise the issue, attaching any evidence.
- Customer care line: call 155 from your du number and follow the prompts for the relevant department.
- Website: the support pages on du’s website include contact forms and live chat.
- Store visit: du shops handle device, SIM, and contract-related problems in person — take your Emirates ID.
As with e&, get the complaint reference number before you end the call or chat, and save any confirmation SMS or email the operator sends you.
Escalating to the TDRA
The Telecommunications and Digital Government Regulatory Authority (TDRA) is the UAE’s telecom regulator, and it runs a formal complaint process for consumers whose operators have not resolved their problem. Escalation is appropriate when:
- The operator has not responded within a reasonable time (a common benchmark is a few working days for standard issues).
- The operator closed your complaint but the problem persists.
- You disagree with the operator’s resolution — for example, they refuse a refund you believe is owed.
To escalate, file a complaint through the TDRA’s website, including your operator’s complaint reference number — the TDRA generally expects you to have given the operator a fair chance first. Describe what happened, what you asked for, and what the operator’s response was. The TDRA reviews the case and directs the operator to act where it finds the complaint justified.
For the step-by-step escalation process, see our guide on how to submit a telecom complaint, which walks through the formal complaint route in detail.
How Long Does Resolution Take?
Timelines vary by problem type, but these are reasonable expectations:
| Problem type | Typical response | Typical resolution |
|---|---|---|
| Billing queries | 24–48 hours | A few days to one billing cycle |
| Network/coverage issues | 24–72 hours | Days to weeks, depending on the cause |
| Service activation failures | Same day | 24–48 hours |
| Roaming problems | 24–48 hours | A few days |
| Number porting issues | Same day | 1–3 working days |
| TDRA escalations | Acknowledgement within days | Several weeks for complex cases |
If a deadline the operator gave you passes with no update, follow up using your reference number rather than starting a fresh complaint — a new ticket resets your place in the queue. You can track where things stand using our guide on checking your telecom complaint status.
Can You Get Compensation?
Sometimes. If a service outage or operator error caused you a genuine loss — for example, you were charged for a service that never worked — you can request a bill credit, refund, or adjustment. Operators handle these case by case, and the strength of your case depends on the evidence: payment records, screenshots, and the complaint trail.
Be realistic in what you ask for. A credit for the days the service did not work is a reasonable ask; demanding large sums for inconvenience rarely succeeds. If the operator refuses and you believe the refusal is unfair, that is exactly the kind of case the TDRA escalation route exists for. Your rights as a consumer in these situations are also covered under the UAE’s consumer protection laws.
Common Mistakes to Avoid
- Reporting without evidence: “my internet is slow” gets a faster response when paired with speed-test screenshots taken at different times.
- Skipping the reference number: no reference number means no traceable complaint.
- Starting over instead of following up: multiple tickets for the same issue slow everything down.
- Waiting too long to escalate: if the operator is stalling, the TDRA route exists — use it.
- Accepting a verbal promise with nothing in writing: ask for confirmation by SMS or email so you have proof of what was agreed.
Frequently Asked Questions (FAQs)
What is the fastest way to report a telecom problem in the UAE?
For urgent issues like a total service outage, calling customer care (101 for e&, 155 for du) is fastest. For billing disputes and anything needing evidence, the in-app complaint option is better because you can attach screenshots.
Do I need to visit a store to file a complaint?
No. Phone, app, and website channels all create valid complaints with reference numbers. Store visits are only really necessary for device faults, SIM replacements, or contract disputes where identity verification in person helps.
Can I report a problem for someone else’s number?
Generally no — the operator will only discuss account issues with the registered account holder. The exception is authorised representatives, such as a company PRO handling corporate lines, who can act with proper documentation.
What if my problem is about roaming while I am abroad?
Report it the same way — through the app or customer care line. Roaming issues are time-sensitive, so call rather than using the web form, and keep records of when and where the problem occurred.
How do I know if my complaint was actually registered?
You should receive a reference number by SMS or email. If you did not get one, the complaint may not have been logged — contact the operator again and ask explicitly for the number.
Is there a deadline for reporting billing errors?
Report billing problems as soon as you notice them — the sooner, the easier the investigation. Very old charges (many months back) are harder to dispute, so make reviewing your bill a monthly habit.
The Bottom Line
Reporting a telecom service problem in the UAE is straightforward if you do it in the right order: document the issue, report it to your operator through the app or customer care line, get a reference number, and follow up on it. Most problems get resolved at that stage. For the ones that do not, the TDRA gives you a genuine escalation path — and the paper trail you built from day one is what makes it work.
Last Updated: 8 October 2026
About the author: Zaviyar Sultan is a UAE-focused writer at Paxi, covering driving, visas, banking, insurance and everyday UAE life. His guides are researched from official UAE government and regulator sources and updated regularly.
Paxi is an independent informational website, not affiliated with the UAE government or any agency mentioned; content is general information only, not legal, immigration or financial advice; verify critical details with official sources before acting.