What you can bring up
- For a mobile line: whether the correct number was activated, whether calls and data work, and whether the plan or charges match the written offer.
- For Home Wireless: whether you received the equipment included in the order, whether you could get online at the agreed address, and whether any issue remains.
- For either: unclear charges, a missing contract or receipt, difficulty reaching support, or anything about the sales or delivery experience you want us to know.
If you have your order reference or the date of activation handy, that can help us identify what you are referring to. You can still explain the issue if you don’t have the reference with you.
Which kind of call is it?
| Call | What it is for |
|---|---|
| Order confirmation or validation | Confirming order details or terms as part of processing the order. If the details do not match what you agreed to, ask for the discrepancy to be clarified. |
| After-sales feedback | Telling Probiz how the purchase and setup went and raising anything that needs attention. It is not a request to place a new order or make a payment. |
| A callback you requested | Following up on the question or problem you asked us about. |
You can ask the caller to explain which kind of call it is. If you are busy or unsure it is us, end the call and open the Probiz contact page or website chat yourself. You do not have to call back a number that was read out to you.
What you should not share on a feedback call
A feedback call is not a reason to give out an OTP, password, bank PIN, full card details or a copy of your Emirates ID. Do not approve a verification prompt or payment to continue a feedback conversation. If a separate service action really requires you to verify your identity, initiate it through the official channel and check what you are authorising.
If something is wrong, don’t wait for the call
Contact Probiz through the website if you need help clarifying the offer or checking your order. For an operator account, network fault, billing dispute or formal cancellation, contact e& directly and ask for a case reference. If you believe the service was mis-sold or does not match the contract, report it promptly to e&. The date of a feedback call does not start or extend a contractual reporting window.