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FAQs (Consumer)

Etisalat is committed to supporting our valuable customers and ensuring continuity of your mobile internet requirements.

Should you have any further queries, please feel free to call your Etisalat Account Manager or 101 for support and information.

What is happening exactly and will my BlackBerry services be affected today?

Etisalat was informed by the UAE Telecom Regulatory Authority (TRA) to suspend BlackBerry services from October 11, 2010 until an acceptable solution can be developed and applied. This applies to email, web browsing, and instant messaging.
Your BlackBerry services will continue to work and be supported by Etisalat until October 10th , however if an acceptable solution is provided before then, it is possible that your service will continue uninterrupted.

What happens on October 11, 2010 to my BlackBerry service?

The TRA has announced that unless the manufacturer of BlackBerry provides a solution to its request by October 10, 2010, then the BlackBerry service will be suspended in the UAE from October 11, 2010.

However if an acceptable solution is provided before then, it is possible that your service will continue uninterrupted.

What are the reasons that the TRA is enforcing this suspension?

As explained by the TRA this is a result of the failure of ongoing attempts, dating back to 2007, to bring BlackBerry services in the UAE in line with UAE telecommunications regulations.

What would happen to my BlackBerry Service?

Your BlackBerry Service will continue to function as normal until October 10th, 2010. None of the BlackBerry service features would be affected. On October 11, 2010 the BlackBerry services will be suspended and being a BlackBerry customer, you will be eligible for an alternate package with SMS, MMS, Data and either device or free minutes as add-on

What is Etisalat’s stand on this decision and how are you going to support me as a customer if the service is banned?

Etisalat has an obligation to act within the law and the regulations of the TRA, while at the same time, providing our customers with the best service.

As a service provider, our main priority is to ensure that you enjoy continuity of your mobility services. Etisalat is today announcing alternative packages offering outstanding value and backed by Etisalat’s proven technologies and customer service.

I had recently bought a BlackBerry and taken the BlackBerry subscription? Will you replace my BlackBerry device?

If you subscribed to BlackBerry services on or before July 31, 2010, and if you continue your subscription till Oct 10, 2010, then you will be eligible for alternate packages with SMS, MMS, Data as base pack and either device or free minutes as add-on. If you choose Add-on 1, then you will get a new Smartphone device against yearly contract.

I am a BlackBerry customer on a one year contract and my contract has not yet ended. Can I cancel the service in light of the announcement?

The current announcement states that the BlackBerry service would be suspended on October 11, 2010. Customers who wish to cancel the service between August 1, 2010 to October 10, 2010, would be charged exit charges as per the terms of the offer.

I am a new customer and would like to subscribe to the BlackBerry service.

Customers who wish to subscribe to the BlackBerry service after the August 1, 2010 would need to sign an undertaking that they are aware of the current events and would not claim compensation in case the service is suspended.

I heard the announcement and I would like to cancel the BlackBerry Service?

The announcement states that the service would be suspended only on October 11, 2010, Etisalat would like to assure its customers that the service is fully functional until that day (October 10, 2010). We would encourage customers not to cancel the service during this period. This is to ensure that you can receive special alternate packages when suspension is enforced.

Can I still get after sales service for my BlackBerry device?

We will continue to support your BlackBerry device through our After Sales support programs.

Can I upgrade or Downgrade my subscription packages?

You can upgrade and Downgrade packages as per your requirement until the October 10, 2010 from Etisalat Business Centers and Outlets .

Will upgrade or downgrade of my current package have any effect on the alternate package when they are announced?

In case of Upgrade/Downgrade the alternative package will depend on the last package as on October 10, 2010.

I am prepaid customer. What happens if I stop recharging my prepaid balance and my service is suspended?

In case your service is suspended, we would consider that you are no longer a subscriber of the BlackBerry service. We encourage customers to ensure their service balance is maintained during this period and ensure they are subscribed. This is to ensure that you can receive special alternative packages when suspension is announced.

I am a prepaid customer and my balance deduction is scheduled for October 1, 2010 for period of October 2, 2010 to November 1, 2010. What will happen to my monthly rental?

In case the service is suspended on the October 11, 2010, we will refund excess charges to your prepaid balance.

How long can I be subscribed to alternative packages?

The alternative packages will be available for a year. Etisalat will continue to provide attractive packages and devices to meet your communication requirement.

I have a BlackBerry device which I have bought on installment but do not have a service should I continue paying the installment?

Yes. If you do not have a BlackBerry service you are in no way affected by the current events.

I have a BlackBerry device which I have bought on installment and also have a service should I continue paying the installment for device ?

The announcement states that the service would be suspended only on October 11, 2010, Etisalat would like to assure its customers that the service is fully functional until that day. We would encourage customers not to cancel the service during this period and ensure they are subscribed. This is to ensure that you can receive special alternate packages when suspension is enforced.

FAQs (Business)

Etisalat is committed to supporting our valuable customers and ensuring continuity of your mobile internet requirements.

Should you have any further queries, please feel free to call your Etisalat Account Manager or 101 for support and information.

I am a Business customer and would like to know what happens to my contract?

The current announcement states that the BlackBerry service would be suspended only on October 11, 2010. Please call your Etisalat account manager as the contract terms may vary from customer to customer.

I want to move my BlackBerry service to the alternate packages advertised. When Can I move?

As per the directive we can provide you the alternative packages from the October 11, 2010. Our Sales managers and our technical teams would be in touch with you to plan the migration should this eventuality arise.

Can I still buy BES software servers and Client Access Licenses(CAL)?

Yes we will continue to provide the licenses and server software until October 10, 2010.