Shocking SIM Error by Dhiraagu Staff Leaves Long-Time Customer Disconnected: Warning Issued to Tourists and Locals Using Mobile Devices

Malé, Maldives 

A troubling incident involving Maldives’ largest internet service provider, Dhiraagu, has raised serious concerns among customers—both local and foreign—about the reliability and accountability of the company’s mobile Wi-Fi services.

A long-time Dhiraagu customer recently discovered that their Mobile Wi-Fi device had never functioned correctly due to an incorrect SIM card that had been inserted by Dhiraagu staff at the time of purchase, years ago.

After experiencing prolonged poor connectivity and eventually losing all access, the customer visited Dhiraagu’s Head Office Customer Centre, where two staff members—Sadha, a frontline agent, and Minnath, a senior representative—confirmed the shocking cause of the issue.

“They told me the wrong SIM card was inside,” the customer stated. “But I never touched it. The SIM was inserted by one of their own staff when I first got the device.”

Despite the revelation, the customer was asked to purchase a new device and reapply for service, receiving no compensation for the money spent on the malfunctioning service or the device that had been rendered ineffective due to Dhiraagu’s internal error.

A Wake-Up Call for All Customers

This incident has sparked alarm among Dhiraagu users, particularly those using Mobile Wi-Fi devices, raising the question: How many other customers might be unknowingly paying for a service that isn’t working properly?

The situation is especially concerning for tourists, who frequently purchase mobile devices or SIM-based internet services for short stays in the Maldives.

“If this can happen to a long-term local customer, imagine how easily it can happen to a tourist who has no way of verifying if the SIM or device is functioning properly,” said a local tech expert. “It could mean wasting money, losing connectivity, and ruining part of a holiday experience.”

No Apology, No Accountability

The customer claims that Dhiraagu did not issue a formal apology or offer any refund, raising questions about the company’s quality control and customer service policies.

This case underscores the need for greater transparency, accountability, and consumer protection in the Maldives’ telecommunications sector. It also highlights the importance of properly testing and verifying devices—especially those pre-configured by service providers.

Advice for Tourists and Locals

  • If you’re using a Dhiraagu Mobile Wi-Fi device, verify the SIM card and ensure it’s functioning properly.

  • Monitor your connection quality regularly—poor or inconsistent service could be a sign of incorrect configuration.

  • If you’re experiencing issues, insist on a full technical check and request clarity on service terms and device functionality.

Until more robust consumer protection measures are put in place, Maldivians and tourists alike must stay vigilant—because even from the most established service providers, basic errors can lead to long-term losses.

Team Sunday Times