Measured from pi-118, inside the warehouse in Al Quoz. Built 23 Sept, 14:55 Dubai time. Account 1.42784486, service 971559210961.
Newest reading 23 Sept, 14:50 Dubai, 4 minutes ago.
The bar beside a shape is how long the chat ran. Only contacts are marked, because the line going bad and coming back is already the curve itself. 7 contacts happened before the monitor went in, so the second range shows them with no curve behind them.
| When | What was done | By | Line went bad again after |
|---|---|---|---|
| 10 Sept, 20:54 | the only chat so far that actually repaired the line | Haidy | not measured, this predates the monitor |
| 17 Sept, 17:20 | a remote router refresh, then a complaint after three pushes | unnamed agent | not measured, this predates the monitor |
| 17 Sept, 19:01 | a second remote refresh, and the line measured worse afterwards | unnamed agent | not measured, this predates the monitor |
| 18 Sept, 10:13 | the line was repaired overnight, after the escalation | du network side | not measured, this predates the monitor |
| 20 Sept, 16:45 | verified us without the ID expiry, troubleshot remotely, changed nothing | Michal | not measured, this predates the monitor |
| 22 Sept, 11:26 | re-provisioned the line during the chat: public IP changed from 91.73.37.55 to 87.201.178.69 | - | 0.1 h |
| 22 Sept, 11:32 | du changed our public IP during or just after the chat | - | 0.0 h |
| 23 Sept, 01:37 | Sohail refreshed all the ports on the line, the first real action du has taken in days | Sohail | 4.9 h |
| 23 Sept, 09:07 | unannounced re-provision, and this one actually helped | - | 2.9 h |
| 23 Sept, 09:33 | Nouran refreshed the line after it fell back to 2.76 Mbps, restoring 24.39 Mbps | Nouran | 2.5 h |
Continuous measurement began 21 Sept, 21:26. Anything du did before that cannot be scored, because nothing was watching the line between their fix and the next fault.
| Day | Tests | Degraded | Share |
|---|---|---|---|
| 2026-09-23 | 26 | 12 | 46% |
| 2026-09-22 | 52 | 30 | 58% |
| 2026-09-21 | 19 | 13 | 68% |
| From | To | Consecutive bad tests | Worst reading |
|---|---|---|---|
| 23 Sept, 12:03 | 23 Sept, 14:50 | 9 | 0 Mbps |
| 23 Sept, 08:33 | 23 Sept, 09:01 | 2 | 2.76 Mbps |
| 23 Sept, 06:31 | 23 Sept, 06:31 | 1 | 11.33 Mbps |
| 22 Sept, 21:33 | 23 Sept, 01:36 | 13 | 0.01 Mbps |
| 22 Sept, 20:03 | 22 Sept, 20:33 | 2 | 0.15 Mbps |
| 22 Sept, 17:33 | 22 Sept, 17:33 | 1 | 0 Mbps |
| 22 Sept, 11:00 | 22 Sept, 16:33 | 10 | 0 Mbps |
| 22 Sept, 10:01 | 22 Sept, 10:01 | 1 | 11.54 Mbps |
| 22 Sept, 08:33 | 22 Sept, 09:03 | 2 | 3.61 Mbps |
| 22 Sept, 06:33 | 22 Sept, 06:33 | 1 | 4.39 Mbps |
| 22 Sept, 01:33 | 22 Sept, 01:33 | 1 | 1.46 Mbps |
| 21 Sept, 21:26 | 22 Sept, 00:03 | 12 | 0.35 Mbps |
Everything is here, including the emails and notes that are deliberately kept off the chart above.
| When | How long | Who | Result | What happened |
|---|---|---|---|---|
| 23 Sept, 13:34 | - | - none, unannounced |
made it worse | the overnight recovery did not hold: line collapsed again at midday
Measured
healthy 02:00-11:31 Dubai (peak 55.11 Mbps, 0% loss), then from 12:03 down to 2.62, 2.26, 1.55 and 1.20 Mbps with latency up to 947 ms and 20% loss; our own router stayed 2-4 ms with 0% loss throughout ticket 1-653993278006
Same public IP 5.31.136.44 throughout, so this is not another re-provision: the line itself degraded. Confirms the 01:31 IP change was not a permanent fix, it held about 10 hours. No alert email was sent for this collapse because the monitor's 6-hour cooldown was still running from the 09:01 alert; next one is due 15:01 Dubai.
|
| 23 Sept, 09:33 | - | Nouran live chat |
line repaired | Nouran refreshed the line after it fell back to 2.76 Mbps, restoring 24.39 Mbps
They did • ran remote refresh steps on service 971559210961 after the overnight port refresh stopped holding • found complaint 1-653993278006 after initially saying it was not linked to the service, then apologised and confirmed the concern team owns it • agreed to write today's refresh result and the email-only contact instruction onto complaint 1-653993278006 They promised • concern team contact within 48 to 72 hours and resolution may take five working days They said • as per i double checked now and found this complain you are right i am so sorry Blocked on
• we refused a new ticket and required the history to stay on 1-653993278006 Measured
line restored to usable service immediately after Nouran's refresh ticket 1-653993278006
|
| 23 Sept, 09:07 | - | - none, unannounced |
line repaired | unannounced re-provision, and this one actually helped
They did
• moved the public IP again, 94.206.17.238 to 5.31.136.44, at 01:31 Dubai, without telling us and after we asked twice in writing to stop Measured
packet loss 0% on every run since 02:00 Dubai, peak 55.11 Mbps which is the best of the whole incident; failing runs fell from 43/64 (67%) before to 6/18 (33%) after ticket 1-653993278006
First du action in this incident that measurably improved the line. Remaining failures are throughput dips (11.33, 2.76, 10.94 Mbps) with healthy latency 27-43ms and zero loss, a different symptom from the loss-and-latency collapse of 21-22 Sep. Not yet a proven fix: only 7.5 hours old and the evening peak has not been tested.
|
| 23 Sept, 01:37 | - | Sohail live chat |
a promise | Sohail refreshed all the ports on the line, the first real action du has taken in days
They did • refreshed all the ports on the connection remotely, after we asked for any action at all on the line tonight • asked us to restart the router 10 to 15 minutes after his refresh They said • I have remote access of your connection and I will refresh all the ports from here • I have trouble shooted from my side your issue will be resolved Blocked on
• we kept everything on complaint 1-653993278006 and refused a new ticket Measured
latency recovered from 609 ms to 25 ms but throughput is still about 7 Mbps against 35 when healthy ticket 1-653993278006
|
| 23 Sept, 00:48 | - | Sohail live chat |
a promise | Sohail admits Home Wireless Plus cannot guarantee speed and offers fibre at the same address
They did • got through to a HUMAN agent for the first time since the login broke, by logging in with a genuinely fresh OTP in the Camoufox browser • raised a migration request so the fibre team check eligibility at the Al Quoz address They promised • the fibre team will contact us BY EMAIL at gilles@devv.be with plan details and eligibility They said • Internet speed is not guaranteed on Home Wireless Plus, please change the connection into fibre to get proper speed • our team will contact and assist you with the plan details and check the eligibility • Yes sir, understand your point, when asked to confirm same address and that the current line stays active Blocked on
• we refused a new ticket and required everything to stay on complaint 1-653993278006 • we corrected his wording of new location: we are NOT moving, same Al Quoz address, and the current line must not be cancelled first Measured
line still degraded during the chat: 3.80 Mbps at 23:33 and 0.01 Mbps at 23:03, our own router steady at about 2 ms with 0% loss ticket 1-653993278006
|
| 22 Sept, 23:43 | - | - email |
no effect | du missed the 24-hour callback Meet promised in writing
They did • checked both mailboxes and the forwarded SMS: no contact of any kind from du since Meet's promise, only automated OTP mails from noreply@du.ae • sent a sixth escalation email on thread 74972 reporting the missed 24-hour promise and asking for the permanent fix • tried the live chat again: the portal login accepts the password and the OTP but never creates a session, so the chat stays out of reach They said • the concern team was to contact us within 24 hours maximum, promised 21 Sep 22:50, expired 22 Sep 22:50 Blocked on
• we refused to let the fault be closed on the back of the CM0003298849 discount Measured
the public IP changed four times on 22 Sep despite two written requests to stop resetting the line ticket 1-653993278006
|
| 22 Sept, 18:52 | - | - email |
a promise | urgent escalation emailed after the line collapsed post-reprovisioning
They did • sent the full measured table showing 0 Mbps and 90% packet loss since their change Blocked on
• could not use the live chat: the portal OTP login would not complete this evening ticket 1-653993278006
thread 74931. Asks for three things: stop the remote resets, send a real engineer, and answer the speed-cap question their agent dodged this morning.
|
| 22 Sept, 18:51 | - | - note |
made it worse | line collapsed far below anything recorded before, AFTER du re-provisioned it this morning
Measured
0 Mbps with 90% packet loss at 14:02 Dubai; 0.28 Mbps with 60% loss at 16:33; our router 2.5 ms 0% loss throughout Before today's du intervention the worst reading in 34 tests was 0.35 Mbps. Since the re-provisioning at 10:00 the line has produced 0 Mbps, 90% packet loss, and two runs where the Pi could not even identify the carrier. The SSH tunnel to the Pi could not be established at 17:06, which had always worked before.
|
| 22 Sept, 11:32 | - | - du acted |
no effect | du changed our public IP during or just after the chat
Measured
after the change: 11.54 Mbps, then 22.16, then 19.94 with 15% packet loss public IP moved from 91.73.37.55 to 87.201.178.69 between 09:33 and 10:01 Dubai, which means they re-provisioned the line even though we asked them not to just refresh it. The line is still failing afterwards: 11.54 Mbps at 10:01 and 15% packet loss at 11:00.
|
| 22 Sept, 11:30 | - | - note |
- | overnight data shows a repeating sawtooth, not a steady fault
29 tests over 12 hours: 14 healthy (median 36 Mbps, best 47.6) and 15 degraded (median 3.8). Collapses and full recoveries happen with nobody on site. At 08:00 Dubai 43.8 Mbps, at 08:33 3.75 Mbps, 33 minutes apart, nothing changed at our end. Throughput falls while latency and packet loss often stay normal, which looks more like shaping than congestion.
|
| 22 Sept, 11:29 | - | du chat agent live chat |
a promise | new complaint raised and escalated after refusing a third router reset
They did • raised and escalated a NEW technical complaint 1-653993278006 They promised • contact within 72 hours until the problem is resolved They said • I can confirm that your service is active in the system • these fluctuations could indicate a network issue in your area Blocked on
• we refused the SIM-removal and router-reboot step, nobody is on site and it tests our equipment again • we refused a third connection refresh, the 17 Sep one made it worse • we refused their suggestion to upgrade or cancel the package Measured
3.61 Mbps at 09:03 Dubai, our router 2.4 ms with 0% loss ticket 1-653993278006
first agent Doaa answered 'there are currently no outages, everything is working normally', which the measurements contradict; a second agent took it seriously after the router-control evidence
|
| 22 Sept, 11:26 | - | - du acted |
no effect | re-provisioned the line during the chat: public IP changed from 91.73.37.55 to 87.201.178.69
They did
• changed the public IP, so something was genuinely done on their side between 09:31 and 10:01 Dubai Measured
still NOT fixed: 11.5 Mbps then 19.9 Mbps with 15% packet loss, against 45-47 Mbps when healthy they never announced this, we only saw it because the monitor records the public IP on every run
|
| 22 Sept, 11:24 | - | - live chat |
a promise | escalated to a new technical complaint after refusing a third reset
They did • raised a NEW technical complaint 1-653993278006 and escalated it They promised • contact within 72 hours until the problem is resolved They said • there are currently no outages affecting du services, everything is working normally (first agent Doaa, before being replaced) • these fluctuations could indicate a network issue in your area, I strongly recommend getting this investigated Blocked on
• we refused a third connection refresh, citing the two on 17 Sep and the second making it worse • we refused the SIM-removal step: nobody on site, and it tests our equipment again • they never answered whether a speed cap or fair usage limit applies; the chat closed first Measured
3.61 Mbps at 09:03 Dubai, against 47.61 Mbps at 07:00 the same morning ticket 1-653993278006
logged in at last: OTP code 4475 accepted at 09:15 after 8 codes failed the night before
|
| 21 Sept, 23:08 | - | us email |
no effect | emailed du escalation with the full measured table
They did
• asked for a network team or a site visit, a yes or no on speed capping, and a written update thread 74802, unanswered so far
|
| 21 Sept, 22:37 | 18 min | Meet live chat |
a promise | the chat that explained four weeks of this: there is no technical team
They did • escalated complaint 1-653387113096 to the concern team • noted on the ticket that the fault is upstream, our router answering in 2 ms with 0% loss • noted on the ticket that the discount resolves nothing and the line must actually work • offered a third remote troubleshoot, which we declined They promised • contact within 24 hours maximum, so by 22 September around 22:50 Dubai They said • that ticket will be close as soon as possible as our team is provided you the 30% discount for 12 months, so du treats a discount as the resolution of a fault ticket • Sir for this home wireless plus service there is no specific team, so there is no technical team for this product at all Blocked on
• we refused a second ticket and refused the third remote refresh, two having already failed on 17 September ticket 1-653387113096
he verified us on four details without the Emirates ID expiry; the ticket is still invisible on the portal's Track requests page
|
| 21 Sept, 22:36 | - | - note |
- | Emirates ID expiry date recovered and vaulted: 23 November 2027
read from the PDF and cross-checked against the machine-readable strip; this was the blocker that killed the Lara chat, and it can never stall a chat again
|
| 21 Sept, 22:30 | 38 min | nobody reached live chat |
went nowhere | no agent could be reached at all: the chat now requires a portal login
Blocked on
• five consecutive valid login codes were rejected, each one the newest available at the moment it was typed • every resend silently invalidates the previous code, and du then stopped delivering codes entirely • stopped rather than keep trying, because each failure counts against a live account the typing was proven correct rather than assumed: a three-digit test landed the digits in the right boxes
|
| 21 Sept, 21:43 | 28 min | Lara live chat |
went nowhere | Lara refused to escalate without the Emirates ID expiry, then stopped replying
They did • nothing to the line; no refresh was offered, so none had to be declined They promised • she would note the day's failure on the system so it need not be explained again They said • the portal's own Track requests page reports no pending inquiries for this account, four days after the complaint was raised Blocked on
• required the Emirates ID expiry date and repeated three times: i cannot check any details from my side without all required details • asked directly whether complaint 1-653387113096 had been closed without the fault being fixed, she stopped replying; two nudges over seven minutes went unanswered ticket 1-653387113096
we asked her not to close 1-653387113096 and not to open a second ticket, so the history stays in one place
|
| 21 Sept, 21:19 | - | - note |
- | pi-118 installed as a permanent measuring station inside the warehouse
a speed test every 30 minutes, with an email alert after two consecutive failures; this is where the curve above begins
|
| 20 Sept, 17:15 | - | us email |
no effect | chased the 18 September email after three days of silence
They did
• added the two new facts: not yet affecting your current line, and the complaint still open past its own deadline thread 74243, still never answered
|
| 20 Sept, 16:45 | 16 min | Michal live chat |
no effect | verified us without the ID expiry, troubleshot remotely, changed nothing
They did • ran a troubleshoot from du's side: The troubleshoot is under process, then Please check now • agreed to note on complaint 1-653387113096 that line 971559210961 must NOT be cancelled while order CM0003298849 is disputed They said • complaint 1-653387113096 is still open, three days past du's own 24 to 48 hour promise, with no contact from them • order CM0003298849 is not yet affecting your current line; asked directly when it would, the word yet was never explained Blocked on
• accepted verification on four details without the Emirates ID expiry, so Sahil's refusal was one agent's reading of the script, not a rule Measured
the line was healthy that day, 63 to 196 Mbps, so nothing was there to fix ticket 1-653387113096
|
| 20 Sept, 16:30 | 7 min | Sahil live chat |
went nowhere | Sahil demanded an ID field the account does not store, then went silent
Blocked on
• required the Emirates ID expiry date, which the du account itself does not hold anywhere • then showed only a typing indicator for 7 minutes, so the chat was abandoned the profile page stores the ID number, the email and the phone, and no expiry date
|
| 18 Sept, 11:10 | - | us email |
no effect | written demand to confirm or cancel order CM0003298849
They did
• asked du in writing to put the three verbal promises in writing, or cancel the order thread 74243, never answered
|
| 18 Sept, 10:13 | - | du network side du, on their own |
line repaired | the line was repaired overnight, after the escalation
They did
• re-provisioned the connection again: the gateway moved back to 192.168.199.1 Measured
latency fell from 169 ms to 23 ms and du's core hops from 270-957 ms to 9-14 ms; download 38-53 Mbps throughput only half the 100 Mbps plan, against 65-87 Mbps after the 10 September repair
|
| 18 Sept, 09:38 | - | du sales, unnamed phone call |
a promise | du phoned and sold an upgrade instead of repairing the line
They did • opened order CM0003298849 for Home Wireless Entertainment on a new number, +971 58 840 9744, at AED 266.70 a month They promised • a 20% discount landing near the current price • the current line cancelled with no fees • better technical support than the current pack They said • the current Home Wireless Plus pack has no real access to a technical team, only remote router reboots Blocked on
• none of the three promises appears anywhere in du's written confirmation the discount actually applied is 15%, and du's own plan pages show the Entertainment plan has the identical router and no support tier at all
|
| 17 Sept, 19:01 | 24 min | unnamed agent live chat |
made it worse | a second remote refresh, and the line measured worse afterwards
They did • a second remote connection refresh at 19:15 Dubai • added the traceroute evidence to complaint 1-653387113096 and escalated it They promised • resolution within 24 to 48 hours of the escalation, so due by 19 September They said • accepted that our router answers in 2.2 ms while du's own core hops answer in 270 to 957 ms Blocked on
• we refused a second ticket, so the whole history stays on one complaint Measured
worse after the refresh: 15.6 and 18.6 Mbps against 39.6 and 57.6 before it ticket 1-653387113096
this is the decisive test: a premises fault or a fair-usage cap cannot behave that way
|
| 17 Sept, 17:20 | 19 min | unnamed agent live chat |
a promise | a remote router refresh, then a complaint after three pushes
They did • ran system-side troubleshooting and refreshed the router from du's side at 17:26 Dubai • raised complaint 1-653387113096 at 17:35 Dubai They promised • the network team would make contact within 48 to 72 hours • full resolution after 5 days They said • the fair-usage question was deflected to the network team and never answered Blocked on
• the agent twice tried to close on try it and come back later; the complaint was only obtained on the third push Measured
the refresh did not fix it: 39.6 / 57.6 / 13.5 Mbps on a 100 Mbps plan, latency 169 ms average with spikes to 800 ms ticket 1-653387113096
complaint 1-653387113096 never appeared in the portal's own tracker either
|
| 13 Sept, 04:00 | - | - note |
- | outstanding bill of AED 240.45 paid
the card issuer had been blocking the auto-payment; the account has been in perfect standing ever since, so du cannot blame a billing restriction
|
| 10 Sept, 20:54 | 37 min | Haidy live chat |
line repaired | the only chat so far that actually repaired the line
They did • ran activation steps from du's side after asking for the router to be switched off for 15 minutes • re-provisioned the connection: the gateway changed from 192.168.70.1 to 192.168.199.1 • raised complaint 1-652233987206 and marked it highly recommended for the engineering team They promised • a 48-hour commitment on complaint 1-652233987206 They said • asked directly about a speed cap, she answered: Yes it is unlimited speed Blocked on
• we declined a router restart, it had already been tried and changed nothing Measured
download went from 0.94 to 65-87 Mbps and du's own core hops from 968 ms to 6-9 ms ticket 1-652233987206
complaint 1-652233987206 never appeared in the portal's own tracker
|