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Susan Hillard
Megabyte
September 12, 2024

customer support is the worst ever

I lost my Wi-Fi calling (again) so had to call customer support on my lap top via Skype which costs . Why oh why can’t you talk to customer support via their online app or via WhatsApp or some other online medium or even send an email!!!!! Two hours later the last technical operator couldn’t speak English so he said he would get a colleague that speaks English to call me .I explained no one can reach me as I have no mobile signal on my house . 5 times in Portuguese I explained I need to wait. The Nasty man just cut my call.  Two hours of being bounced around to technicians that couldn’t help me and listing to the worst music in the world . I am fuming . I will make an official complaint once I have my sanity back. For a technical company they are ver LOW TECH. Rubbish I can’t wait to change my provider

Resposta afixada por João H.

Hello everyone, 

We appreciate your feedback. 

From what we concluded no change were made on the NOS end. As stated, the service only works when the terminal device is connected to a network that uses a external Portuguese IP address.

If the device is connected to a network that is using an external IP outside the stated range of IP’s, the Wi-Fi calling will not work. 

Let us know if you have any questions. We’re always available to assist.

Thank you

126 Comentários

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Susan HillardAutor
Megabyte
November 6, 2024

Thank you for the information , I shall copy the same to Starlink as I would like confirmation from both parties

    Susan HillardAutor
    Megabyte
    November 6, 2024

    Whilst I have the attention of NOS, I’d like to know why there is no customer support email , and to speak to anyone with the knowledge that is finally being provided is not available on the nos help numbers , back to the original title of this conversation ‘NOS customer service is the worst in the world 

      Michel Liesmons
      Kilobyte
      November 6, 2024

      OK, thanks for the info.
      I would still prefer to use the dynamic method, or update my own database, based on this dynamic input.

      Good to know I cannot receive calls when on a WiFi-only connection in Spain.
      So, probably no WiFi Calling roaming at all, but although a bit sad, that is not uncommon.

      Hope this issue, with a reason already stated early by your own customers, will get solved a lot quicker in the future.

      Kind regards,
      Michel.

        Bruno Aleixo
        Super User
        Bruno AleixoSuper User
        Super User
        November 6, 2024

        Whilst I have the attention of NOS, I’d like to know why there is no customer support email , and to speak to anyone with the knowledge that is finally being provided is not available on the nos help numbers , back to the original title of this conversation ‘NOS customer service is the worst in the world 

        Email costumer support makes no sense, i think no portugueses provider has one… if there’s issues the fastest way is to call and solve it in the moment. If you want written replies you have facebook and the forum. 

        um bem haja 

         

        O amigo Bruno ajuda
        João H.
        João H.Gestor da comunidade
        Gestor da comunidade
        November 6, 2024

        Hello @Susan Hillard and @Michel Liesmons.

        Thank you for your feedback. Inputs from the community are very important to us to help us improve. 

        @Bruno Aleixo shared a good help sharing alternatives for costumers support and help in written channels.

        Please share with the community any questions you might have. We’re always available to help.

        Thank you  

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        CP001
        CP001
        November 6, 2024

        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 

        Finally! Thank you @João H. 

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