Transfer Your Du or Etisalat Connection When Moving Home: Common Mistakes That Cause Delays (And How to Avoid Them)

You can transfer your existing du or Etisalat (e&) home internet and TV connection to a new address in Dubai instead of cancelling and starting again, and when the new building is already connected to the same network the move can be completed within a few working days. Most delays are not technical. They come from paperwork and timing errors — an Ejari that is not ready, an ID that has expired, or a cancellation booked for the wrong day — all of which are easy to avoid once you know where the process snags.

How a home service transfer works

A transfer keeps your account, and usually your landline number and package, and re-provisions the service at the new address. Both providers first check coverage: whether the new building is served by their own fibre network or through the other operator’s infrastructure under the shared network arrangements in the UAE. That check decides what equipment you need and whether an engineer visit is required. In buildings already wired and active, activation can sometimes be done remotely once the previous occupant’s service is released. In villas or newly handed-over buildings, expect an engineer appointment for installation, which adds days in busy moving seasons such as month ends and September.

Mistake 1: Booking the transfer before your Ejari is ready

Providers typically ask for proof of occupancy at the new address, most commonly the registered Ejari or tenancy contract, along with your Emirates ID. Starting a transfer with only a booking form or an unregistered contract often leads to a stalled order that sits in a queue until the document arrives. Avoid it by registering Ejari as soon as the contract is signed, saving the certificate as a clean PDF, and only then submitting the transfer request with the exact address, building name and flat or villa number as they appear on the Ejari. A mismatch of one digit in a flat number can send an engineer to the wrong unit.

Mistake 2: Letting your ID or account details go stale

Transfers trigger an identity check, and an expired Emirates ID, a passport that changed after a renewal, or an account still in a former spouse’s or housemate’s name will pause the order while ownership is sorted. Changing the account holder is a separate process from moving the service, and doing both at once doubles the paperwork. Check your ID validity a month before the move, update your mobile number on the account so engineer and OTP messages reach you, and clear any overdue balance — providers can hold a transfer on an account with unpaid bills, and discovering that on moving day is miserable.

Mistake 3: Getting the dates wrong

• Cancelling the old address too early and losing internet days before you move — schedule disconnection for the day after you leave.
• Assuming the new service starts on the transfer date you requested, rather than the date the provider confirms by SMS or in the app.
• Forgetting the previous tenant’s active line at the new home, which must be cancelled by them before yours can be activated.
• Returning equipment late or not at all — routers and TV boxes may need to move with you or be returned, depending on the provider’s instruction for your order.

Steps for a clean transfer

1. Two to three weeks before moving, check coverage for your new address in the provider’s app or store and register your Ejari.
2. Submit the transfer request with Ejari, Emirates ID and exact unit details, and choose an installation date with at least a day’s buffer.
3. Confirm what happens to your existing router and TV box, label cables, and photograph the old installation before you unplug anything.
4. On activation day, test speed and TV channels while the engineer is present or the support line is open, and keep the order reference until the first bill at the new address looks right.

Transfer or relocation fees can apply and vary by provider and package; as a guide they have typically been modest one-off charges, sometimes waived on promotions, so confirm the current amount in the app or on the official website before you commit to a date.

FAQ

Can I keep the same landline number when I move? In many cases yes, within the same emirate and network arrangements, but the provider confirms this during the coverage check, so ask specifically if the number matters to you.

How long does a transfer usually take? A few working days is typical when documents are ready and the building is connected. New installations or busy periods can take a week or more.

What if my new building uses the other provider’s network? Your provider will tell you what is possible at the address. In some buildings you may need to take a new connection instead, which is why the coverage check should happen before you give notice on the old service.

For more moving-home checklists and practical set-up guides, visit DXB Talk and browse the How-To category archive.