Rating: 1/5 (Only because zero isn't an option)
I rarely take time to write negative reviews, but my experience with Etisalat's neolife 5Gbs internet service demands documentation as a warning to others.
My Experience: A Timeline of Disappointment
Initial Order Phase:
I submitted an order for their neolife 5Gbs home internet service, which was promptly acknowledged. This created the illusion that I was dealing with a responsive, professional company. A technician arranged for ID verification, which was completed without issue. That's where any semblance of customer service ended.
The Disappearing Act:
After verifying my identity, the technician made specific promises: Installation would be completed within 24 hours
He would personally oversee the process
I would receive confirmation calls throughout Reality? Complete radio silence for an entire week. Not a single call, text, or email explaining the delay or providing updates.
The Customer Service Mirage:
When I repeatedly reached out to their customer service department, I encountered a well-rehearsed script of empty promises: "Your issue has been noted"
"Someone will call you back within the hour"
"A technician has been assigned to your case" These statements proved to be nothing more than delaying tactics. Not one callback ever materialized.
The Insulting "Reset":
After a week of being ignored, customer service suggested I submit an entirely new order. I reluctantly agreed, going through the identical process again—ID verification, service selection, the works.
This time, I received a specific appointment: installation between noon and 4PM the following day. The result? Another complete no-show. No calls. No technicians. No explanations.
Final Escalation:
I escalated the matter to higher levels of customer service, only to encounter the same pattern of promised callbacks that never happened. The systemic disregard for customers appears to be company policy rather than isolated incidents.
The Aftermath
This level of persistent negligence speaks volumes about how Etisalat values its customers. As a direct result, I've not only abandoned my pursuit of their neolife service but am canceling all existing Etisalat services, including my long-standing mobile subscription.
Recommendation to Potential Customers
Save yourself weeks of frustration and disappointment. Etisalat's neolife 5Gbs service exists in marketing materials only. In reality, you'll find yourself caught in an endless loop of broken promises and wasted time.
If having functional internet service matters to you, look elsewhere. Any company that can consistently ignore customers after taking their information doesn't deserve your business.
This isn't about a one-time mistake or technical difficulty—it's about a fundamental disregard for customer experience that permeates every interaction with Etisalat. Consider yourself warned.

Elife sucks simply, we pay 625 AED a month to get the sport package, when it's time for the championship, they ask us to pay extra 200 AED a month for a full year on a contract non brakeable

But sorry we have already paid 625 AED a month for a year?
In US internet is 64$ for higher speed, in Etisalat they impose Elife for almost 180$ a month for this junk.

Now lets go to the quality of service:
I see many webpages in common, redirecting to India! How I love that (place)!
FB defaults to India, Yahoo as well, LinkedIn now and then
This is called junk routing, and their network engineers are jack@$$es

Go ahead with the webpages for example in US / Canada, the city of Sacramento or Toronto or Boston, we login to pay our US property tax, it keeps routing infinitely until timeout, why? Because their network engineers are jack@$$es
We go to the 1099 1095C, our benefits webpage keeps spinning and times out, look the reason up above
We go to our US bank, I need to login, I get a screen routing
The funny thing is those webpages work from a hotel or starbucks or a local bar!
I call 101 Tech support:
I use English on 101, I get a stupid Indian saying I don't know sir, we cannot help you sir, check with the city of Boston sir - they blocked access from UAE sir.

But when I login from a hotel or starbucks it works?

I don't know sir - maybe your computer blocked it, or Boston is against the government's regulations?!

I use Arabic 101, I get an Egyptian who--re telling me that these are (regulations of the government to block transaction in non AED, this is the requirement for the safety of UAE citizens from fraudulent transactions!), those Egyptians are bare face liars.

But if I log in from Starbucks Etisalat I access my accounts on all of that? When I vpn it works?

She tells that you are not supposed to VPN... lol she thinks that she is a legal consultant!

I don't remember calling their tech support without spitting on the phone on their assistance on the call, it has been 4 years so far.

I recently had the misfortune of switching to Itisalat after being a loyal customer of DU for many years. We were advised to make the switch when we moved to our new villa because Itisalat supposedly offered better coverage in the area. Little did we know that this decision would lead us down a path of frustration, deception, and feeling completely scammed by the company.

At the beginning, Itisalat promised to provide us with a reliable internet connection and entertainment services for our home. However, it quickly became apparent that they had misled us. Just a month later, they had to come back and inform us that there was an issue with the installation. To make up for their mistake, they offered us a month of free service and assured us that the problem would be fixed promptly. We reluctantly agreed, as they convinced us that signing a two-year contract was the best option.

Furthermore, we were told that we could have two security cameras installed, one at the front and one at the back of our house. However, the technician they sent arrived at an unreasonable time (8:30 pm) and insisted that my wife open the door. Understandably concerned for her safety, she refused and called the security. This incident caused further delays in the camera installation process. Eventually, after multiple complaints, they sent a female technician to complete the job.

Despite all these setbacks, Itisalat had the audacity to present us with an exorbitant bill. We expressed our dissatisfaction with the camera installation, only to be told that we had signed a three-year contract. This was news to us, as we were never informed of such a commitment. After futile attempts to reach their customer service to explain the misunderstanding, I took matters into my own hands and visited the Dubai Mall branch.

After going through a series of frustrating conversations with various representatives, including Salam Mohammed from customer technical support, Esraa Salem from the call center, and Jihad Zyad, the supervisor, on June 5,2023, I was promised a resolution within five days. However, no one followed up, and after two weeks, I received a message stating that they had attempted to contact me and closed my case. This entire ordeal feels like nothing short of a scam orchestrated by Itisalat.

At this point, I am left with no other choice but to seek out the CEO of Itisalat to understand what is happening within his company. I have tried reaching out to various people for help, but my pleas have fallen on deaf ears. It is truly disheartening that I am resorting to writing this review in the hopes that someone from Itisalat will finally take notice and address our concerns.

If you are considering joining Itisalat, I strongly advise you to think twice. Based on my experience, they are a company that engages in fraudulent practices, provides misleading information, and fails to deliver on their promises. I sincerely hope that by sharing my terrible experience, someone within Itisalat will take responsibility and reach out to rectify the situation.