Du chief executive backs mobile-number switching during online chat

Osman Sultan took live questions from members of the public via social media during a 'Let's Talk' event, the first of its kind for the phone company.

DUBAI // The chief executive of du has said that being able to switch your mobile number between providers will encourage better customer service.

Osman Sultan took live questions from members of the public via social media on Monday night during a “Let’s Talk” event, the first of its kind for the phone company.

The company has recently been aiming to attract new customers through the Mobile Number Portability (MNP) scheme, which allows customers to keep their mobile number while switching between Etisalat and du.

Many of the customers who submitted questions via Twitter, Facebook and YouTube asked questions about the practicalities of the MNP scheme and the process of switching your number, which can be carried out by visiting du and Etisalat stores across the UAE.

"MNP is a journey," Mr Sultan said. "It really will be something that will be part of the DNA of the sector where a customer is attracted by the company or experience on offer. This will keep the two operators on their toes to provide the best customer service.

“Before, the phone number was an obstacle, because you need to send your contact list a new number. But now you just move. I think this is very healthy and will stimulate the telecom sector.”

In the first few days of MNP being made available some customers faced rejections when trying to switch providers.

“This process will be fine-tuned and misunderstandings on rejections will be sorted out within a day if not hours,” Mr Sultan said.

Mr Sultan admitted that MNP would not be a “game changer for the growth of du as a company” but he said it was “a great thing for customers”.

The chief executive could not confirm how many people had transferred to du since the introduction of MNP at the end of December.

“It is not fair to comment on that issue at this time,” he said, indicating that it would be the responsibility of the Telecommunications Regulatory Authority to release the figures in due course.

When asked when it would be possible to switch your fixed line provider for home phone, internet and television services he said: “Hopefully as quickly as possible. This is something that we would like to see very soon. We’re very eager to see this.”

The session also touched on the practicalities of the MNP scheme, the state of the company and what customers can expect from du in the coming year.

At the conclusion of the one-hour question-and-answer session, Mr Sultan said they would hopefully run more live online events in order to stay connected with their customers.