When you move home in Dubai, your du or Etisalat (now branded e&) broadband and TV service can usually move with you, and in most cases the transfer takes between two and five working days from a completed request to a live connection in the new apartment or villa. If the new building is already wired for your provider, it can be as quick as 24 to 48 hours. If a technician visit or new cabling is needed, allow closer to a week.
Why the timeline varies by building
Dubai buildings are typically pre-wired for one or both providers, and that decides your speed. If your new home sits in an area served by your current network, the provider mainly activates the port and books a router setup. If the building is exclusive to the other provider, you may not be able to transfer at all; you would need to cancel and start a new contract, which takes longer and can trigger early termination charges if you are mid-contract. Always check coverage for the exact building and unit before giving notice on your old service.
Timing also depends on paperwork. The provider needs your new tenancy contract or Ejari, your Emirates ID, and access permission for the technician. Moves at month end, when many leases turn over, book up faster, so a request placed ten days ahead almost always beats one placed the day before you hand over keys.
Step-by-step: how to arrange the transfer
- Check coverage for your new address in the provider app or store and confirm the building is on the same network.
- Submit a relocation or transfer request at least a week before moving, choosing a date just after you collect the new keys.
- Upload your Emirates ID and new Ejari or tenancy contract when asked; mismatched names are the most common cause of delay.
- Confirm whether you keep the same router or need a replacement, and pack the existing router, cables and TV box safely if you are taking them.
- Be present, or have an adult present, for the technician window at the new home and test Wi-Fi, TV and any landline before the technician leaves.
- Ask for the old connection to be disconnected on the agreed date so you are not billed for two homes longer than necessary.
Typical timelines at a glance
- Same provider, building already connected: typically 1 to 3 working days.
- Transfer needing a technician visit or new optical terminal: typically 3 to 5 working days.
- Switching provider because the building is exclusive: typically 5 to 10 working days including cancellation and new installation.
- Peak moving periods and weekends: add a day or two as a guide.
Fees for relocation are typically around AED 100 to AED 200 as a guide, and some plans waive the charge on renewal or upgrade. Check the official du or e& portal for current fees and your own contract terms, because charges change and promotions come and go.
Avoiding a gap in service
The simplest trick is overlap: if your leases allow it, start the new connection a day before the old one ends. People working from home should also keep a mobile data backup ready for the moving day, as activation sometimes slips to the following morning. Photograph the router serial numbers, keep all equipment out of the movers’ boxes, and save the technician’s job reference so customer support can trace the order quickly if anything stalls. If you are leaving the UAE entirely rather than moving within it, ask about contract exit fees early rather than discovering them on your final bill.
If something goes wrong on moving day
Keep the order reference, the technician’s mobile number if provided, and screenshots of your booking confirmation together on your phone. If the technician does not arrive in the agreed window, call support with the reference rather than starting a fresh request in the app, because duplicate orders create confusion and can reset your place in the queue. Test more than speed: check that streaming, video calls and any home phone or TV service you pay for all work, and confirm the Wi-Fi password is set to something you chose. If coverage in a back bedroom is poor, ask about a mesh unit while the technician is still there, as adding one later usually means a second visit and another wait for an appointment slot.
FAQ
Can I keep the same account number and package? Yes, on a straightforward transfer you normally keep your account, package and billing history. Your landline number can sometimes change if the new area uses a different exchange.
What if my new building uses the other provider? You will usually need to cancel and join the building’s provider. Ask about early termination charges first and whether any balance can be reduced.
Do I need a No Objection letter? Some buildings ask for a tenancy contract copy for access, and landlords may need to approve drilling. Your Ejari and ID cover most requests.
Moving house involves a dozen small transfers like this one. Browse DXB Talk for checklists and see our How-To guides for DEWA, Ejari and the rest of your move, step by step.
