UAE mobile operators seek to woo new customers away from rival

Mobile users across the country have started the process of switching their phone numbers to new providers

UAE mobile phone users can now switch providers without having to change their phone numbers. While staff are reporting a lot of interests, they say there have been few switchers so far. Sarah Dea/The NationalShow less

ABU DHABI // The battle for customers between Etisalat and du has begun with a whimper rather than a bang.

On the first day that mobile phone users could switch providers without having to change their phone number, staff reported a lot of interest but few switchers.

Both companies are running massive publicity campaigns to lure customers from their rivals, but on Monday neither was prepared to say how many they had persuaded to make the move.

The du stores in Al Wahda Mall and Abu Dhabi Mall had received only 24 applications to switch from Etisalat between December 22 and 30, said Amjed Ilwan, branch manager in both malls.

“We have had so many inquiries about it, though, and more people have come to us today,” he said.

"People want to hear about the offers from du and be convinced to join du. I am expecting a lot more applications because of our offers. It is about what is right for the customer.

“It is not just for ordinary customers but also for enterprises. We give many offers for them too and so many enterprise customers are asking about changing to us.”

Mr Ijwan thought not all phone users realised you could now change providers.

“Some people are not yet aware of the campaign and some people don’t turn up with all the right documents, so they must come back later. It is only the first day,” he said.

He explained that once you have successfully applied for the transfer, you will be given a new sim card and informed when it is active by a text message.

One customer, however, was less than satisfied with the results of his attempted transfer from Etisalat to du.

“I have applied for three numbers and all three numbers were rejected,” said Emirati businessman Mohammed Alheraiz, who lives in Dubai.

“All the numbers are in my name and there is no bill outstanding – I have a perfect record with them. There must something deeper in the story. Today is the first day so I don’t know what is happening.”

Mr Alheraiz wanted to move to du for its pricing options, but has received no notification from either provider explaining why his application was rejected.

He received a text message informing him that his applications had been rejected and that a du representative would contact him within two days to allow him to reapply.

“I used to live in the States and went through portability there and it was such a relief at the time. People felt freedom with their phones and everyone could move on to whatever provider they wanted.

“I signed up as soon as I heard about it in the UAE,” he said.

“I’m sure I cannot be the only one having problems. I applied for three different numbers and they were all rejected.”

According to the scheme’s guidelines, porting can fail for a number of reasons: if the number is inactive or not assigned to a subscriber, if documentation provided is invalid or if the number is under suspension or reported stolen.

The process will also fail if attempting to port back to the previous network within three working days from a successful port-out.

Porting of a secondary number only is also not allowed.

Users must also pay the standard activation fee that providers charge when they move.