We understand how frustrating slow internet can be! Follow these technician-approved steps to diagnose and resolve the issue efficiently. For quick self-help, always start with the du Troubleshooting Guide on the du App.
Step 1: Determine Your Subscribed Speed
Check your plan details on the du App or bill. Your solution depends on whether your speed is below 50 Mb or above 50 Mb.
For Speeds Below 50 Mb
- Direct Connection Test
- Connect your laptop/desktop directly to the wall socket using an Ethernet cable.
- Run a speed test at speedtest.du.ae.
- If speeds match your plan: The issue is likely with your router or Wi-Fi setup.
- Router Check
- du-provided router: Call 155 to request a free technician visit (if under 1-year warranty).
- Aftermarket router: Contact the manufacturer for support.
Pro Tip: Keep routers away from appliances like microwaves or cordless phones to reduce interference.
For Speeds Above 50 Mb
- Direct Connection Test
- Repeat the Ethernet cable test above. If speeds are correct, proceed to step 2.
- Upgrade Your Router
- Ensure you use a Gigabit Wi-Fi router (supports speeds over 50 Mb).
- If you recently upgraded your plan, your old router may not handle higher bandwidths.
- Optimize Wi-Fi Settings
- Use the 5 GHz band: Dual-band routers broadcast on 2.4 GHz (range) and 5 GHz (speed). Connect to 5 GHz for faster speeds.
- Stand 1-2 meters from the router during critical tasks (e.g., video calls).
Pro Tip: Rename your 5 GHz network (e.g., HomeNetwork_5G) to avoid accidentally connecting to 2.4 GHz.
Still Experiencing Issues?
- Contact du’s 24/7 helpline at 155 for immediate assistance.
- Book a technician visit via the du App.
Why This Works
- Direct testing eliminates Wi-Fi variables, confirming if du’s service is delivering as promised.
- Gigabit routers and 5 GHz bands are technical requirements for high-speed plans—older hardware often can’t keep up.
- du technicians use advanced diagnostics to resolve router/Wi-Fi issues, ensuring long-term fixes.
For trusted solutions, always rely on official du channels: the du App, 155 helpline, or du.ae/support.
