iPhone 5

1. Will LTE be available with iPhone 5?
   Starting January 29, 2013, the long awaited LTE network will now be available with iPhone5 for all our Monthly Plan, Elite, Elite Super, Emirati or Diamond Plan customers.
   As an iPhone 5 user, you will be receiving a software update from Apple on your device. Upon performing the update, LTE will be enabled on your device, and you will be able to enjoy the fastest speed of mobile internet with up to 100Mbps. 


2. Will LTE be enabled on my device at an additional cost?
   No, LTE will give you higher speeds but will have no effect on your offer. You will still be enjoying the same offer and same data benefits.


3. I have an iPhone 5 with a Pay as you Go line and I am unable to use LTE although I updated my software?
   LTE is currently not available with Pay as you Go ® plans. If you would like to get LTE speeds, you can upgrade to any of our Elite or Emirati Plans and enjoy the great benefits of the plan in addition to access to the LTE network, which provides you the fastest speeds on data usage.


4. I have an iPhone 5 and have enabled my LTE but I am not getting LTE coverage in my area?
   We apologies for not being able to have the LTE network coverage in your area, but we are currently working hard to extend our LTE footprint within the UAE, and you will soon notice wider coverage as the LTE network is rolled out.
5. I purchased an iPhone 5 from du and am not getting the LTE Network?
   Please allow up to 24 hours from the plan activation for your LTE network to be enabled. If after 24 hours you still do not have the service, please contact us again.


6. Does my handset support LTE / which band?
   Yes, if you have got your iPhone 5 from du (retail or one of our authorized dealers) then your phone is LTE enabled and will work in the UAE on the du network on the 1800Mhz frequency. However, you will need to ensure that your handset is an A 1429 (GSM Model) with the latest software version IOS 6.1 that enables LTE, and will have to be on one of our Monthly Plans to enjoy LTE.


7. I have an LTE phone from Europe, will LTE work in the UAE?
   Yes, LTE on the phone you get from Europe/other places will work in the UAE starting 29 January 2013 provided that the phone model is an A1429 –GSM Model and supports the 1800Mhz Frequency, and that you are using any of our Elite or Emirati Plans as LTE currently is not supported on our Pay as you Go® plans.


8. So will LTE from du now support all other LTE Smartphones/Tablets in the market?
   Yes, LTE will support any LTE device provided that:
   - The device runs on an LTE bandwidth that is supported by du 1800Mhz
   - The device enables du LTE service
   - Customer has one of our monthly plans with minimum of 1GB data bundle
   - LTE enabling for other Smartphones (other than iPhone 5) will be done at later stage (date to be provided)


9. What will happen to Existing customers who are already enjoying existing Smartphone Offers?
   Existing customers who are enjoying any of the existing Smartphone offers will continue to do so till the offer expiry date .New customers whose contract is getting activated after the launch of new Smartphone offers or existing customers who do not have any Smartphone offer subscription will be able to opt for the New Smartphone offers only.


10. What will happen to customers once their offers with contracts ends?
    SMSes will be sent to customers informing them of the contract period ending and they have 2 choices:
    a) Enjoy 1 GB Data for a monthly payment of AED 100 or 4 GB data for AED 200 OR (with no contract)
    b) Deactivate by calling 155
    Note: No Bundle No Browsing apply to all postpaid customers.


11. Can I change the bill cycle during the contract period?
    Bill cycle change isn’t allowed during the contract period and this will affect the data provided.


12. Can I change the ownership of the number during the offer period?
    Change of ownership will not be allowed during the offer/contract period.


13. Do Proration rules apply when activating this offer?
    Yes, the monthly rate plan charges will be prorated however the Smartphone Data Bundle benefits will be allocated in Full.


14. How will the data be consumed if I have multiple Data benefits?
    Standard Data consumption rules apply.


15. Is it mandatory to use the phone and the SIM together?
    Yes, the phone and the SIM should be used together to enjoy the benefits of the offer.


16. I am a Diamond Plan customer, which New Smartphone Offer will be available for me?
    Diamond plan customers are not eligible to any of the Smartphone Offers.


17. Is there any validity for the Data which I am receiving each month?
    Yes. It has a validity of 1 month (1 bill cycle for Elite). In case you don’t use this Data then it will expire.


18. If I have a problem with my Smartphone, where can I go and what is the process?
    In this situation, you can drop your handset at one of the Axiom Service Centers (shared below) or you can visit one of our du shops.
    
    AXIOM Service Centers:
    1. PhoneCare: Al Kawakeb Building – 3, Near 1st Interchange, Sheikh Zayed Rd, Dubai, UAE
    2. PhoneCare: Crystal Plaza – GF, King Faisal Road, Sharjah, UAE
    3. Fono Service Point: Madina Zayed Mall – GF, Abu Dhabi, UAE
    
    Once you drop your handset at a Service Centre/ du shop, you will receive a call from the Service Centre to confirm any charges (if applicable) and also intimate you of the possible timelines for repair.
    
    Once your handset is ready for pickup, the concerned Centre /du Shop would call & advise you to come and collect the same.
    For any queries in the meantime, please contact the Service Centre/du Shop where you had dropped off your handset. They would be able to help you with the status of your phone repair.


19. I have bought my Smartphone at another dealer and want to take the New Smartphone Offers. Is this possible? And what do I have to do?
    Yes, this is possible, if your Smartphone has been bought at an official retailer in the UAE. In this case, please visit your nearest du shop and bring your phone (ideally together with the box). The du shop staff will have to check if your phone’s IMEI (International Mobile Equipment Identity) number is eligible. The IMEI number is a unique identification number.
    
    Only those IMEI numbers registered in the du systems can be activated with the eligible Smartphone offers. The eligible IMEI numbers are given to du by the official retailers. If your phone is eligible you will be able to avail either the Smartphone Introductory Offer or the Smartphone Offer.



20. How many handsets can the customer take as a part of the Smartphone Privilege offer?
    One customer is eligible for only one handset as part of the Smartphone privilege offer. For Example, if a customer has multiple contracts in same account, he can opt for the offer in only one contract.

Additional Terms and Conditions for Smartphone Privilege Offer
(“Smartphone Offer”)
Version: November 2012
These additional terms apply to the Elite Super Plan and Emirati Plan customers. In the event of any inconsistency between the General Terms, the Mobile specific terms and the Smartphone Offer terms, these Smartphone Offer terms shall prevail.
1. Smartphone Offer
1.1. Customers who subscribe to one of du’s Elite Super or Emirati plans and hold a credit card or any other special payment plans from du’s list of acceptable financial institutions will be eligible to purchase a mobile phone handset from du (from the list of available handsets) with an upfront payment and further monthly payments as specified by du for the relevant handset.
1.2. Customers who take up the Smartphone Offer can choose from 1GB or 4GB data packages in addition to the data package applicable under their Elite Super or Emirati plan. Customers will be able to check the aggregate data available by sending a SMS with the key word “Rewards” to the short code 1233. For additional details about the Smartphone Offer, please refer to du’s website accessible at the URL: www.du.ae.

2. Fixed Term
2.1. The Fixed Term for the Smartphone Offer is either 12 months or 24 months from the date the customer signs the application form and receives the Smartphone Offer.

3. Charges
3.1. Customers will be charged a fixed monthly fee per month for the Fixed Term, in addition to the applicable monthly charges payable in respect to the applicable Elite Super and/or Emirati plans.
3.2. At the end of the Fixed Term, customers can continue to enjoy the benefits available under the Elite Super and Emirati plans and can continue to receive the subscribed data package.
3.3. Customers must make the initial upfront payment from their nominated credit card and must provide to du a duly executed direct debit instructions form in order to debit the monthly charges against the credit card.

4. Non-payment and Early Termination Fees
4.1. If a customer withdraws the direct debit instructions, or fails to make full payments on time, then:
4.1.1. du reserves the right to suspend the services; and
4.1.2. recover unpaid charges by debiting the nominated credit card or taking other debt recovery actions.
4.2. If a customer terminates the Smartphone Offer prior to the expiry of the Fixed Term, then an early termination fee will apply as follows:
4.2.1. fixed monthly fee x remaining number of months of the Fixed Term.

5. Transfer of ownership
5.1. Transfer of ownership of the Smartphone Offer is not possible.

6. Documentation
6.1. Customers must comply with du’s identification, eligibility and authorization requirements. If you do not provide all the required documents, du will not be able to provision the Service. These requirements may change due to regulatory or security requirements and du may request that you provide additional identification/proof of authority. If you do not comply with du’s documentation requirements, du may suspend or terminate the Service.


Additional Terms and Conditions for Smartphone Privilege Offer
(“Smartphone Offer”)
Version: November 2012
These additional terms apply to the Elite Super Plan and Emirati Plan customers. In the event of any inconsistency between the General Terms, the Mobile specific terms and the Smartphone Offer terms, these Smartphone Offer terms shall prevail.

1. Smartphone Offer
1.1. Customers who subscribe to one of du’s Elite Super or Emirati plans and hold a credit card or any other special payment plans from du’s list of acceptable financial institutions will be eligible to purchase a mobile phone handset from du (from the list of available handsets) with an upfront payment and further monthly payments as specified by du for the relevant handset.
1.2. Customers who take up the Smartphone Offer can choose from 1GB or 4GB data packages in addition to the data package applicable under their Elite Super or Emirati plan. Customers will be able to check the aggregate data available by sending a SMS with the key word “Rewards” to the short code 1233. For additional details about the Smartphone Offer, please refer to du’s website accessible at the URL: www.du.ae.

2. Fixed Term
2.1. The Fixed Term for the Smartphone Offer is either 12 months or 24 months from the date the customer signs the application form and receives the Smartphone Offer.

3. Charges
3.1. Customers will be charged a fixed monthly fee per month for the Fixed Term, in addition to the applicable monthly charges payable in respect to the applicable Elite Super and/or Emirati plans.
3.2. At the end of the Fixed Term, customers can continue to enjoy the benefits available under the Elite Super and Emirati plans and can continue to receive the subscribed data package.
3.3. Customers must make the initial upfront payment from their nominated credit card and must provide to du a duly executed direct debit instructions form in order to debit the monthly charges against the credit card.

4. Non-payment and Early Termination Fees
4.1. If a customer withdraws the direct debit instructions, or fails to make full payments on time, then:
4.1.1. du reserves the right to suspend the services; and
4.1.2. recover unpaid charges by debiting the nominated credit card or taking other debt recovery actions.
4.2. If a customer terminates the Smartphone Offer prior to the expiry of the Fixed Term, then an early termination fee will apply as follows:
4.2.1. fixed monthly fee x remaining number of months of the Fixed Term.

5. Transfer of ownership
5.1. Transfer of ownership of the Smartphone Offer is not possible.

6. Documentation
6.1. Customers must comply with du’s identification, eligibility and authorization requirements. If you do not provide all the required documents, du will not be able to provision the Service. These requirements may change due to regulatory or security requirements and du may request that you provide additional identification/proof of authority. If you do not comply with du’s documentation requirements, du may suspend or terminate the Service


Additional Terms and Conditions for Smartphone Offer (“Smartphone Offer”)
Version: November 2012
These additional terms apply to the Elite, Emirati and Pay as you Go (PAYG) Plan (Mobile Plans) customers (Customers). In the event of any inconsistency between the General Terms, the Mobile specific terms and the Smartphone Offer terms, these terms shall prevail.

1. Smartphone Offer
1.1. Customers who subscribe to one of the Mobile Plans are eligible to apply for this offer. Customers can purchase a mobile phone handset from du from the list of available handsets. Blackberry handsets are excluded from this offer.

2. Fixed Term 2.1. The Fixed Term for the Smartphone Offer is 12 (twelve) months from the date the Customer signs the application form and receives the Smartphone Offer.

3. Charges
3.1. Monthly minimum usage charges would apply for Customers who take up the Smartphone Offer and Customers can avail 1 GB data per month at no cost, in addition to the data package available under their existing Mobile Plan. For additional details about the Smartphone Offer, please refer to du’s website accessible at the URL: www.du.ae.
3.2. At the end of the Fixed Term, Customers can continue to enjoy the benefits available under the subscribed Mobile Plan and can continue to receive subscribed data package as per the retail price.
3.3. No early termination fee applies if a customer opts out from the Smartphone Offer during the Fixed Term.

4. Transfer of ownership
4.1. Transfer of ownership of the Smartphone Offer is not possible.


Additional Terms and Conditions for Easy Payment Plan Offer (“EPP Offer”)
Version: November 2012
These additional terms apply to the Elite, Emirati and Pay as you Go (PAYG) Plan (Mobile Plans) customers (Customers). In the event of any inconsistency between the General Terms, the Mobile specific terms and the EPP Offer terms, these terms shall prevail.

1. EPP Offer
1.1. Customers who subscribe to one of the Mobile Plans are eligible to apply for this offer. Customers can purchase a mobile phone handset from du from the list of available handsets using their nominated credit card. Blackberry handsets are excluded from this offer. Customers can convert their purchase into equal installments subject to terms agreed with their banks.
1.2. EPP Offer can be subscribed from one of the du retail shops only.
1.3. Customers who take up the EPP Offer can avail 1 GB data per month in addition to data package available under their existing Mobile Plan for the duration of their EPP. For additional details about the EPP Offer, please refer to du’s website accessible at the URL: www.du.ae or visit one of our shops.

2. Fixed Term
2.1. The Fixed Term for the EPP Offer is either 12 (twelve) or 24 (twenty four) months from the date the Customer signs the application form and receives the EPP Offer.

3. Charges
3.1. Customers will be charged as per the EPP. In the event, multiple products or services were subscribed through a single invoice, the total amount payable shall be converted to EPP.
3.2. At the end of the Fixed Term, Customers can continue to enjoy the benefits available under their Mobile Plans and can continue to receive the subscribed data package.

4. Transfer of ownership
4.1. Transfer of ownership of the EPP is not possible.