Frequently Asked Questions
(FAQs)
General Questions
What is the new du Home packages?
du Home is our new flexible best value home plan offering ultra-high internet speeds, premium TV content and free national calls to UAE landlines.
What download speeds can I expect?
You can expect to reach a maximum download speed of 8.5 Gbps on our XGS-PON network. However, it is necessary to connect compatible devices with the necessary equipment (du provided ONT and du provided router).
Can I use my router instead?
We will provide you with all the necessary equipment required to achieve the maximum available download speeds. We cannot guarantee and support you if you opt to use third-party equipment that is not provided by du.
Can I cancel my plan after I subscribe to it?
Yes, you can call 155 or visit our stores to cancel your plan at any time. However, if you’re on a contract, an early termination fee will apply.
Are there any activation fees or deposits?
In addition to your monthly payments, one-time charges will apply to activate your service:
- AED 200 deposit (Waive your AED200 deposit by activating auto-payment once your home services are setup) – Applicable for new du Home service.
- AED 200 (+5% VAT) as an activation fee. (waived off in promotional Areas).
- AED 150 per HDTV receiver deposit (refundable when you return your TV receiver to us)
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:
For 24 months contract:
- An amount equal to the difference between the monthly charges of your existing and new plan
OR
- If the existing plan’s monthly charges are more than AED 1000, then an amount equal to the difference between AED 1,000 and the new monthly charge
- Device cost(s): Device cost/contract period * (contract period – (1+number of months the customer spent in the contract))
Note: Your contract will restart from the date of the plan change.
Can I cancel my plan after subscriptions?
Yes, you can call 155 or visit our stores anytime to cancel the subscriptions. However, if you are in a contract, an early termination fee will be applied.
If I need to cancel my contract early, which fees will I incur?
For 24 months contract: In case you decide to terminate your contract before the end of your contract duration, you will be charged:
- A one-month MRC (a maximum of AED 1,000)
- Devices cost: Device cost/contract period * (contract period – (1+number of months the customer spent in the contract))
What is du Home Wireless?
Home Wireless plans are our new range of Home Plans, that offer instant connectivity, unlimited data and premium entertainment so you can enjoy instant, plug-and-play high-quality internet.
Where does this service work?
This service has limited mobility. Once the device is activated, your home location will be assigned as the first usage location and will only work there. If you decide to move or shift locations, you will have to ask us to unlock it so your Home Wireless can be re-assigned to your new location.
What kind of router do I get with this plan?
- 5G-enabled router with Home Wireless Plus and Home Wireless Entertainment plans.
- Gaming-enhanced 5G router with Home Wireless Gaming plan.
What happens if I don’t have 5G?
It will automatically connect to 4G.
Is a Landline required for a home wireless connection?
No, it’s not.
How does this service work?
As a new Home Wireless customer, you’ll receive a router for internet connection at the time of your service application. It will include a Data SIM with unlimited data.
What type of internet activities does the Home Wireless Plan support?
It supports the following internet activities depending on the plan you get:
- Standard internet activities
- Video and music streaming
- Gaming and VR
- Social media
- Web surfing
- Email and office work
Can I connect with more than one device at the same time?
Yes, you can. Ideally, the average number of connected devices shouldn’t exceed 4 large screens on our Home Wireless Plus and Home Wireless Entertainment Plans.
Will I always get a consistent speed?
Internet speed is not guaranteed. Individual results will vary as it might be affected by many factors such as the weather, interference from buildings and network capacity. The areas wherein you’ll get the best coverage experience are the following:
- Near a window
- In an open space away from walls, obstructions, heavy-duty appliances, or electronics such as microwave ovens and baby monitors
- Near a power outlet
Will I be able to bring my own router?
Yes, you have the option to use your own router.
To connect, check the below steps:
- Insert your du SIM card in the back of the router
- Connect to power and turn on the device
- Connect to your router using the Wi-Fi SSID and WiFi password information at the sticker on the bottom
Who is eligible to get the free Internet Calling Pack?
Home Wireless Gaming subscribers.
How does the Internet Calling Pack work?
Once you activate it, simply download any of the following registered apps:
- C’ME
- BOTIM
You can then make unlimited app-to-app calls or text anyone who downloads the app.
You’ll be able to use this app on WiFi if you subscribe to our Internet Calling Pack for Home. All devices connected to your home WiFi will have unlimited access to the above apps.
If I need to cancel my contract early, what fees will I incur?
In case you decide to terminate your contract before the end of your contract duration, you will be charged:
- A one-month payment (a maximum of AED 1,000)
- Devices cost: Device cost/contract period * (contract period – (1+number of months the customer spent in the contract))
How do I redeem my free video content subscriptions on the Home Wireless Entertainment plan?
To redeem your 12-month subscriptions for Disney+, OSN+, Amazon Prime and Shahid VIP, please follow these steps:
- Step 1 – Log in to the du App or My Account.
- Step 2 – For Disney+, OSN+, Amazon Prime and Shahid VIP, choose “My Favourites” on the menu to activate your desired subscriptions.
How does the Home Wireless Gaming Plan support gaming?
- Gaming traffic prioritisation
- Simple and efficient interface
- Double-level game acceleration feature