Dhiraagu Customer Left Disconnected After Years of Service: Company Error with SIM Card Costs Customer Time and Money
A long-time Dhiraagu customer who relied on a Mobile Wi-Fi device was shocked to discover that the device had never been functioning properly due to an incorrect SIM card—an error the customer says was made by Dhiraagu staff themselves years ago.
After facing persistent connectivity issues and finally being unable to connect at all, the customer visited Dhiraagu’s Head Office Customer Service Center, only to learn that the mobile Wi-Fi device had been operating with the wrong SIM card inserted from the beginning.
According to the customer, two Dhiraagu staff members—identified as Sadha, a frontline service agent, and Minnath, a senior staff member—confirmed the issue. “They told me the wrong SIM card was inside,” said the customer. “But I never opened the device. The SIM was inserted by one of their own staff when I first purchased it.”
Paid for Years, But Never Fully Connected
Despite faithfully paying for the device and one full year of service, the customer now finds themselves disconnected—and asked to purchase a new device.
“I already paid for the device and the internet plan. I received poor connection the whole time, and now they say I need to apply again and buy a new device. How is this fair?”
The incident raises broader concerns about customer service accountability and quality assurance in Maldivian telecom services. If a company error can go undetected for years—while the customer continues to pay for faulty service—who is responsible for the loss?
No Compensation, No Apology
According to the customer, no offer of compensation or formal apology was provided by Dhiraagu. Instead, the customer was advised to start over with a new application, effectively ending service on a device they had already paid for and used under misleading conditions.
“This is not just about money,” the customer added. “It’s about responsibility. I trusted a national company to provide a basic service, and I was treated like I made the mistake.”
A Call for Consumer Protection
As the Maldives becomes increasingly digital, cases like this highlight the urgent need for stronger consumer protection laws and corporate accountability in the telecommunications sector. Without clear avenues for resolving disputes or receiving compensation for company errors, customers are left frustrated, powerless, and disconnected.