customer support is the worst ever

I would not put my hopes up.

I switched to MEO, no issues so far.

I submitted a formal complaint on line via livre de reclamation about 9 days ago  to NOS With evidence from starlink that NOS is blocking illegally their satellite signals which are with portugal Isp and has a registered address in Portugal. I have kept one of my Nos numbers to monitor whether they are acknowledging this but so far no WIfi calling resumed . My main number I have transferred to Meo and Wi-Fi calling is on and I am no longer in danger of missing a life or death call from the hospital in Lisbon. Nos tried to blame everyone and everything before they even admitted to blocking Starlink. It’s shameful . I hope that NOS  lose all starlink users. I will let this forum know once NOS or Anacom  respond to me . 

Hello @Susan Hillard, @Michel Liesmons and @CP001.

Thank you for sharing your feedback with us. This was forwarded to the appropriated NOS teams.

Unfortunately we don't have any updates on this. As soon as we have more information we’ll share it here with you.

Thank you

Hi

The connection from Starlink to NOS, and thus WiFi Calling, seems to work again.
Was there any communication about this, or will there be?

Kr
Michel
.

It just came on around 28th October . I said nothing because I was waiting for a response from nos regarding my official complaint . Yesterday (2 days later than their deadline I believe) I got a reply last night. It was unbelievable. I will copy below but basically, (and I really would like your urgent comments as I wish to email Anacom now and take this further), that the response is an insult and that the person hadn’t got a clue , and fundamentally thinks I must have made it up. I am fuming

Notificacao LRO

To: ******@googlemail.com ›

Yesterday

ROR00000000045124880.

This address is not programmed to receive e-mails.

You can contact us through alternative means here]

Dear Customer

We analyzed the complaint you presented in the book and we provided you with the necessary clarifications.

We inform you that you must forward your request to Starlink

Unfortunately, we were unable to fulfill your request.

Since Starlink it is a satellite service but from the manufacturer SpaceX, You should forward your problem to the respective service provider.

Thank you for helping us improve

We regret the situation you communicated to us and are grateful for having provided us with this information so that we can act and continually improve the quality of our service.

If you have any questions, talk to us, we are always available for you

• on the NOS Ajuda website
• by telephone 931 699 000 or 16990, on weekdays from 9:00 am to 9:00 pm
• in a loja NOS

Please do not reply to this email, this mailbox is only for sending messages.

Thanks,

Customer service

Thic and anv nther attached nanac contain

D

Hi Susan,

They still seem to blame Starlink.
Also, it seems they will never admit they changed something to make it work again.
This way they can say Starlink probably changed something.

Can you confirm it works for you too now?

Without any official statement from NOS, I would not feel at ease on the future stability of this Starlink/NOS WiFi Calling feature.
Until then I stick with MEO.

Kr,
Michel.

Hello @Michel Liesmons and @Susan Hillard,

Thank you for your messages.

After contact with Starlink’s  technical team it was concluded that only one of the IPV4 range used by Starlink was designated for Portugal, thus the issue here reported. 
Starlink confirmed that the range of IP’s were already corrected in the database that NOS uses for the location of services. 
The NOS systems were updated during the last week with the new information provided, and tests are still being conducted to guarantee the resolution. 

We thank you once again for sharing this issue with us and helping us correct this for all users. 

Please let us know if you have any other questions or difficulties. We’re always available to assist here at Fórum NOS.

Thank you 

Yes 🙌 changed my main number to meo because like you , I need to keep open contact for the hospital to call, I kept a PAYG nos sim in my husbands phone as I wanted to see if anything happened and checked it every couple of days , on the 28th October I checked and Nos Wi-Fi calling was available. For 50 days they had my life in their hands . They admitted responsibility on the other Fórum . But they are too cowardly to make an announcement that they were wrong. I am determined to keep going and bring them to task , once I work out the next stage of complaint to Anacom and I have lots of proof to give them. 

Great to hear that something was done to fix it, and that it was not some magic.

NOS could have consulted one of the public sites/API’s to determine the location of an IP.
Honestly, I doubt Starlink has a database with this info as it can be deduced from the format of the number, as these sites/APIs do.

 

Hello @Michel Liesmons,

Thank you for your message. 

Even thought you can geolocate an IP address to Portugal, is the responsibility of the service provider that uses that IP rage to update it in the comon databases used by ISP’s, which was not happening. 
For exemple the IP address shared previously in this topic, showed a Portuguese location even though it was still being read as part os a Spanish IP range.

After communication with Starlink’s IT team, they were able to update all the IP ranges they’re using for Portuguese costumers in the common databases, and NOS has updated it’s systems on the 24th. 

If you notice any issues, please let us know. 

Thank you