Cancelling, moving or keeping your number: the exit playbook
Early termination, relocation, port-out rules and the porting clock - with the order of operations that stops you paying twice.
The exit is where money is lost. Order matters: port out first if you want the number, and only then close the line. Reverse it and the number is released, because a port request against a cancelled line usually fails, and a failed port on an expired number is not recoverable.
On moving, do not cancel and re-order. Ask for relocation on the same account so the contract is not restarted, and confirm the new address is serviceable before you accept a date - a fibre-ready building is not a fibre-ready apartment.
Plan data checked against verified resources on 2026-09-12 20:27 UTC · verified search data for demand figures.
Real searches this guide answers
| Query | Searches/month | Difficulty |
|---|---|---|
| bar du port | 8,100 | 19 |
| du dubai airport terminal 1 | 3,600 | 25 |
| bar du port dubai | 2,400 | 25 |
| du support | 1,000 | 29 |
| etisalat support number | 590 | 31 |
| du customer support | 590 | 30 |
| how to cancel du home internet | 480 | 22 |
| du sales portal | 480 | 19 |
| du support number | 390 | 33 |
| du portal | 390 | 34 |
| etisalat cancellation number | 390 | 21 |
| du cancellation | 260 | 22 |
From verified search-demand data. These are the phrasings this page is written to answer, not a tag cloud.
Cancelling, moving or keeping your number - what decides it
On fees: for fixed services the amount is normally the lesser of the early termination fee and the pro-rata discount you consumed, while mobile contracts are capped at the lower of remaining months or 24 months of charges. A deposit is not a fee - confirm the refund method on the spot.
Porting a number to or from du (MNP)
Steps
- Make sure the number is active, Emirates ID valid, and no outstanding dues on the current line.
- Get a new SIM/eSIM from the operator you are joining and submit the port request there.
- Do not cancel the old line yourself first - that kills the port.
- Expect a short outage window during the swap; keep both phones charged and the account number to hand.
- For fixed lines and home internet, porting is not the same process - book the new install before you disconnect.
q
q
This section is written to answer: port; mnp; switch; transfer; move number.
Source: verified resources · full guide
Getting a new du line installed
Steps
- Confirm the address is serviced (we can check; the out-zone list matters for offers).
- Choose fibre if the building is wired - self-install 5G if it is not, or you are renting short-term.
- Book the visit with someone present and building access sorted; NOC delays are usually about access, not labour.
- Test every room on day one and log the numbers before you sign off - that becomes your baseline.
- Ask what is included: router model, TV box, installation fee, activation charge.
q
q
This section is written to answer: install; activation; booking; technician; setup.
Source: verified resources · full guide
Moving home with du: relocation, not cancellation
Steps
- Check fibre availability at the new address before you book (we can run this for you in a minute).
- Raise a relocation request in the app or via 155 with both account addresses.
- Book a date; a technician installs at the new place and collects the old kit.
- Ask for the gap policy - if the new site is ready, the cut can be same-week.
- Update Emirates ID/address details afterwards so billing and the contract stay clean.
q
q
This section is written to answer: relocation; move; shift; new home; install.
Source: verified resources · full guide
Line suspended for non-payment: the fastest route back
Steps
- Pay the outstanding amount through the app, and keep the transaction reference.
- Wait for the SMS confirmation; if the line is still barred after 30-60 minutes, contact support to refresh the state.
- If it has moved from "suspended" to "ceased", data may already be scheduled for removal - act the same day.
- Set up auto-pay or a balance alert so this does not repeat; a second suspension is harder to reverse.
- Disputing the charge? Pay first, then dispute - a disputed bill still suspends.
q
q
This section is written to answer: suspend; barred; disconnect; cease; non-payment.
Source: verified resources · full guide
Cancelling du home internet or a mobile line
Steps
- Check the contract end date in the app - cancelling after month 24 avoids the penalty entirely.
- Request the cancellation form (or use the app path) and get the reference number for the request.
- Return or arrange collection of rented router/TV boxes; keep the receipt.
- Pay the final settlement, which may include one month in advance plus device charges.
- If you are switching to another operator for the same service, do not disconnect before the new line is live - book the port/install first.
q
q
This section is written to answer: cancel; terminate; unsubscribe; cancellation fee; close.
Source: verified resources · full guide
What it actually costs over the contract
| Plan | Monthly | Months | Total over term | |
|---|---|---|---|---|
| du Home Wireless Plus | AED 159 | 12 | AED 1,908 | Verify total |
| du Home Wireless Entertainment | AED 206 | 12 | AED 2,472 | Verify total |
| du Home Wireless Gaming | price rendered per address - we verify it live for you | Get my price | ||
| du Home Starter (Fibre) | AED 389 | 24 | AED 9,336 | Verify total |
| du Home Advanced (Fibre) | price rendered per address - we verify it live for you | Get my price | ||
| du Home Ultimate (Fibre) | price rendered per address - we verify it live for you | Get my price | ||
| du TV / TV packages | price rendered per address - we verify it live for you | Get my price | ||
| du Power Plans (postpaid) | AED 125 | 12 | AED 1,500 | Verify total |
| du prepaid (135 / Easy) | price rendered per address - we verify it live for you | Get my price | ||
Figures are arithmetic on the published tier price; they exclude installation, device instalments and any promo credit specific to your account. Confirm the number for your address before you sign.
Checklist before you contact support
- Get the exact termination figure for your account in writing
- Confirm serviceability at the new address before booking
- Port the number before you close anything
- Photograph the site and meter readings at handover
- Ask for the deposit refund method at closure
- Keep the final invoice until settlement clears
Mistakes that cost people money
- Cancelling before porting and losing the number
- Cancelling to move instead of requesting relocation
- Ignoring equipment return on an installation job
- Assuming suspension freezes the contract clock
If you need to escalate
- Take the evidence, not the adjective: one wired test at the time the fault happens, with the date and the figure, plus the indicator state. That is what changes the queue you are put in.
- Ask for a fault record and a reference number in writing, and ask what the committed resolution time is - then do not close the ticket when someone calls to say it is done.
- If the committed time passes, ask for a supervisor and for the written response, naming the missed commitment and requesting the credit schedule.
- Only then move to the formal complaint route with the whole thread attached. Regulators ask what the operator said, so the operator answer is your document.
The same ladder is used for every activation & changes case on this site, because the order is what changes the outcome - not the words you happen to use.
What to send us on WhatsApp
For "Cancelling, moving or keeping your number: the exit playbook" specifically, lead with the symptom and the address - the rest is context a reader of this guide already has.
- Your emirate and building/unit (not just the area name)
- Whether you are on fibre or a wireless unit, and the router model if you know it
- Your account number and whether you are inside a contract term
- A photo of the router lights, and your last bill if money is the question
- What is broken or what you want, in one line
Frequently asked questions
Is there an early cancellation fee for home internet?
Do I lose my number if I cancel first?
How long does porting take, and what fails it?
Can I pause the line instead of cancelling while I travel?
Adjacent cases worth ruling out
A surprising share of tickets are filed under the wrong symptom. Skim these before you commit to a diagnosis - each links to the full checklist.
Availability is per building, not per area: the same street can have a passed fibre riser in one tower and none next door. Check the unit number, not the neighbourhood.…
Getting a faulty du router replacedRented du equipment is du property, so a genuinely faulty unit is their problem - but you need the fault logged against the line, not a vague complaint, before a swap gets approved.…
Activating a new du SIM or lineActivation is an identity step, not a technical one: the SIM is live once the Emirates ID/passport check clears, and most "SIM not working" tickets are an unregistered line or a locked devic…
Switching a business line from Etisalat to du with the same landline number - what 3 months free really savesWhen you move a business fixed line from Etisalat to du and keep the existing landline number, there are two pricing routes: the promotional discounted price printed on the current applicati…
How to write a NOC or request letter to du - cancellation, dispute, name or email changeFor cancellations, billing disputes, name and email changes, VAT registration or plan moves, du works from a written request from the registered account holder. Standard format: current date…
du home internet not working - the 5-minute checkNine times out of ten a dead du line is the optical signal, not your Wi-Fi. Look at the router: a solid or blinking red LOS/light means no signal is reaching your home, so the fix is at the …
Router red light: what each colour actually meansA red or orange LOS/optical light means the fibre signal is not arriving; a red WAN light means the signal arrives but authentication to du failed; a red internet light with a green WAN usua…
Keep reading
How this page was built
Plan names, prices and offer wording are read from verified resources, checked on 2026-09-12 20:27 UTC. Procedures follow the du Help Center articles named under each section. Demand figures - the search volumes in the tables - come from a licensed UAE search-demand dataset, which is where the "real searches" phrasings are taken from. Where a number depends on your address, your wall box or your contract start, the page says a quote is needed instead of estimating it. Nothing on this page is scraped from an aggregator or copied from another comparison site. Applied to Cancelling, moving or keeping your number: the exit playbook.
Where to check it yourself
- The operator's own plan and support pages - the text your order form was written from
These pages belong to the operator and the regulator - open them side by side with your own bill or app before acting on anything here.
Verify this yourself in two minutes
- Prices and inclusions: the operator's own plan page for your emirate, then the same figure on the order form you signed.
- Your line state: the My du app - Account > Services shows suspension, bar, data cap and contract end.
- Faults in your area: My du app > Support > Outage status, or 155 from a du mobile (free).
- Anything regulatory (billing disputes, escalation): TDRA - your complaint must cite the ticket number du gave you, dated.
If a number on this page and a number in your app disagree, the app wins - and we would like to know: WhatsApp us the screenshot and we correct the page.