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Mon 12 Jul 2010 06:11 PM

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du apologises after TV service outage

UPDATE 2: Company phone message says technical problems to blame as many channels fail to appear.

du apologises after TV service outage
TV PROBLEMS: Many channels failed to appear for du TV customers on Monday due to technical problems.

Technical difficulties at du resulted in the loss of a significant section of the UAE telecoms firm’s television channels on Monday.

However, most of du’s portfolio of channels had returned to air by Monday evening.

Customers who called du’s customer service number to query the outage were greeted by a recorded message.

“We are currently experiencing technical difficulties on our TV service and that is causing a temporary outage,” the message said.

“Our engineers are working to get your service back as soon as possible.”

The company also sent out SMS messages to customers alerting them to the problem and assuring them that technicians were working on the problem.

A statement issued later on Monday by du said: "Some of our customers experienced difficulties with their IPTV service today. We have now addressed the technical issues that caused the problems and services are now being gradually restored for all affected customers. We sincerely apologise for the inconvenience caused."

Du’s television services range from basic packages, which offer around 130 channels, to more sophisticated high-definition TV and video-on-demand (VOD) services.

The company is the second telecoms licensee in the UAE after incumbent Etisalat.

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robert 10 years ago

Nonsense - 8pm - and du's tv service remains only a black screen. Now if this had happened yesterday for the WCF there would have been lynch mobs....

Krishnakumar 10 years ago

Will du refund the charges for this month?....Will they show what customer service means...where is TRA now?

Al Dubai 10 years ago

It is 2130hours and still no TV. Hello Du! Compensation please, you are not answering your phone and you have SMS me to confirm no TV service. If I do not pay my bill you threaten to cut off - so what Du I do now? Is there an alternative supplier of IPTV? NO!!!! What a shambles. I will take this matter up with your management and I expect a refund on loss of service - BAD SERVICE.......

fahim 10 years ago

like i said some days back about du - tech's, contact centre and management are a joke and they themselves should be on the comedy channel not "trying" to broadcast one ! where are you etisalat ? i remember the good ole days when we were together and my phone, interent AND tv ALL worked!

Alex 10 years ago

This is a Joke, your service is a joke, I hope more service providers wil enter the market soon!

robert 10 years ago

Over an hour ago Du advised on twitter that the service was fully restored. The company advised to switch power off and on to restart their decoder. The screen message says Du TV is starting up. No it does not. Back to a black screen. Please dont tell us it is fixed when it is not. As always there will be some convenient and implausible explanation - maybe Du can mimic Al Jazeera and claim sabotage!

faris 10 years ago

Now 22:50 still no service and even no reply for our phone calls...... any update.... at least to inform us when they gona fix the technical problem !!!

Dumb 10 years ago

Du has no respect for customers, never had. They have monopoly situation and customers are paying primium cost for bad quality service. Their prices are 3 times higher than any company in the world and despite that they are not able to provide a quality service.When will UAE have quality suppliers for internet and phone?

NigelB 10 years ago

I wanted to watch the news headlines at 12:30pm yesterday but had a frozen screen, I tried to reset but still no joy so gave up. I returned home at 10:00pm and there was a message on my screen saying I had caused the problem & to contact Customer Service. I didn't bother (I don't want to spend half hour on hold as always!!). I didn't get an sms! After all the problems with signals for the World Cup, and now I'm trying to arrange my EPL package but am being told wait til end of July - there's only 2 weeks after that and then the Premier starts up again! Seems like a repeat of the WC fiasco and I won't have any channels until 3 or 4 games into the season!! Why is it whenever something goes wrong its always the customers fault!? I have to smile!! ;)

Chris J 10 years ago

In other parts opf the world, where a provider makes a mistake, they provide compensation of up to several days free service or a flat fee discount on the bill. Of course, with du, poor performance by du means the customer pays for a service that they do not receive and it is our fault that things went wrong