Source
r/dubai•
Nealz

Question regarding upgrading Du 'Home Starter' plan - new contract mandatory?

Hi Reddit,

Last year in May we signed a plan with DU for TV, internet, landline called 'Home Starter.

The plan at the time offered 40Mbps (download) / 12Mbps (upload) speeds for AED 375 (excl. VAT) per month.

A few months back, DU upgraded its plans. The Home Starter pack now boasts a download speed of 250 Mpbs for the price of AED 389 (excl. VAT) per month as shown here.

Now I know that the general consensus is that when you upgrade your current plan, you have to sign a new contract of 24 months. This was also confirmed by a DU sales rep.

However, when you click on 'fees & charges' on the abovementioned link, the following is mentioned:

What will it cost to change my plan?
You can upgrade your plan at any time for no extra cost. To downgrade your plan, however, the following early termination fees will apply:
A one-month MRC (a maximum of AED 1,000)
Device cost(s)= Device cost/contract period * (contract period - (1+number of months the customer spent in the contract))
Note: There will be no change to your contract start date.

Wouldn't the sentence in bold mean that you can keep your current contract when upgrading, i.e. doesn't the above imply that it is possible to upgrade without signing a new contract? In what other way can this sentence be interpreted?

Does anyone have any experience with this? I'm eager to hear Reddit's thoughts on the above.

Posted May 27, 2020, 5:39 PM UTC

410
caglarkara•

Du customer for 5 yrs here. Couldn’t get an upgrade because every time i apply for it (online, phone, face2face) they send technicians home, who are ready to do a new connection (cables, router, all) but cannot do an upgrade(!?!). I’m stuck with 16Mbps package for 320 Aed (but since they’ve given 100Mbps to everyone, cannot complain lol.

Good luck.

2
NealzOP•

Thanks, very interesting to hear about your experience. It's a very frustration experience dealing with these situations.

Is that true that all plans now have 100 Mbps standard? Perhaps then it's not really worth the trouble of upgrading...

Also, when you tried upgrading face2face, did they try to get you to sign a new contract?

1
caglarkara•

No actually face2face guys told i have to do it online or via call center. I said 100Mbps but it may be higher. I see max 100 because my router is old and cabling is not done for gigabit nw. However nobody knows until When du will change it back to 16 :)

2
NealzOP•

Would you mind sharing the e-mail address that you used to communicate with DU?

1
rixdubai9EZ VAC•

Sent you PM.

2
mahibrahim2•

I usually call them and try to find someone from my country so we can talk clearly without having unclear legal terms and I speak with them friendly and mostly they help me with the best options. Note: I don’t like their customer services and their delays but after I got my services delivered I intentionally forgot the bad experience and try be positive! Also in my calls I try to be polite while showing them how mad I am and dealing with them as humans and their systems are also not perfect!

2
rixdubai9EZ VAC•

I recently enquired for new connection and ask DU AGENT to confirm about the contract renewal on plan upgrade via email. They did confirm by email that if you upgrade, contract stays same as initial.

2
BatBeast86•

Oh that's great news. Seems like there is some unclarity regarding this on their side. Would you mind posting the e-mail address that you sent your query to? I couldn't find an e-mail for Du customer service online.

Could you send me the email as well if you don't mind?

1
NealzOP•

Oh that's great news. Seems like there is some unclarity regarding this on their side. Would you mind posting the e-mail address that you sent your query to? I couldn't find an e-mail for Du customer service online.

1
NealzOP•

For those who want to see the text in question: https://imgur.com/seOv4h8

1