Installation and relocation: appointment windows, site readiness, and missed slots
How to get an install that finishes in one visit, what the crew needs before arrival, and what to do when the slot slips.
A missed install is usually a site-readiness failure rather than a scheduling failure. The crew needs access to the riser cupboard, a power point at the terminal position, building approval where the path crosses common areas, and somebody on site with authority to grant all of that. Arrange the four and the visit normally completes; miss one and you rebook into another window.
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 |
|---|---|---|
| du appointment online | 170 | 20 |
From verified search-demand data. These are the phrasings this page is written to answer, not a tag cloud.
Installation and relocation - what decides it
For relocation the rule is: do not cancel the old line first. A relocation keeps the account and, where possible, the contract; cancelling and reordering restarts terms, kills your promo, and can leave two bills for the overlap.
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
Is du down right now?
Steps
- Check the du app status/support screen for a logged incident against your line.
- One neighbour plus one device failing = likely area issue; one device failing = local issue.
- Look for the same symptom in your building group chat or the public outage threads.
- Note the start time; credits are calculated from when the fault began, not when you called.
- Send us the area and the router lights and we will tell you whether it is already a known incident.
q
q
This section is written to answer: outage; down; is du; status; not working today.
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
- Confirm serviceability at unit level, not building level
- Get building-management approval before the visit
- Power point and clear path to the wall box
- Photograph the site before and after
- Test wired speed while the crew is still on site
- Book relocation around tenancy dates, not after
If you need to escalate
- 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.
- 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.
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 "Installation and relocation: appointment windows, site" specifically, lead with the symptom and the address - the rest is context a reader of this guide already has.
- 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
- 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
Frequently asked questions
How long does installation normally take?
What should be ready before the technician arrives?
Can I move the equipment myself afterwards?
My install slot was missed. What do I say?
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.
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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 Installation and relocation: appointment windows, site.
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.