Gulf News reports: Etisalat making unauthorized broadband changes

aaaaaMany Etisalat customers are complaining about upgrades to their internet services without their consent. In an attempt to bring fibre optics broadband to their customers, which combines internet, satellite TV and telephone, Etisalat rolled out the e-life package in 2009. Since launch the e-life internet broadband package has been quite famous as it provides higher broadband speeds, 20 minutes of international call time and 16 hours of Etisalat WiFi hotspot usage every month. All of this obviously comes at a price. And that’s what people seem to be complaining about.

aaaaaEtisalat technicians and customer service reps are being blamed for making unauthorized upgrades to existing Al Shamil broadband packages. “Etisalat representatives simply call customers and process e-life packages without their approval or consent,” was one of the complaints. Another angered customer said, “I feel call centres and sales representatives hired by Etisalat are resorting to dubious means to meet targets and get their incentives.”

aaaaaOne of the more interesting, yet disturbing comments was from Mr. T. Mohammad Kunhi, “The technician filled the form himself and asked my wife, who does not know English, to sign it.” He said that even after several attempts to rectify this situation with Etisalat, he has yet to see any proper response from them. Another Abu Dhabi resident told Gulf News that Etisalat customer service reps are misleading their customers by claiming that Etisalat is shutting down the Al Shamil service and converting all accounts to e-life.

aaaaaWhile there is no indication of how often these cases are happening, the simple fact that they are is cause enough for alarm for existing Al Shamil customers.

aaaaa“There have been some instances where customers complained of their accounts being migrated to e-life without their complete understanding of the product offerings or due to a miscommunication,” Jaber Al Janahi, VP of Corporate Communications at Etisalat, told Gulf News. He also said that there’s a dedicated customer care team who’s looking into these matters, where refunds are provided if necessary.

aaaaaAll of this brings up the question: how many people are actually being affected with this? Or any other “unauthorized” services from Etisalat? And what about Du for that matter?

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