Hello,

Thank you for reaching out to us @Michel Liesmons. 

Did you tested the Wi-Fi calling while connected to a different network to test if it works?

Thank you

Hi

No, just using another Starlink-backed WiFi, where it used to work, but now this connection fails too.
Basically, many of our neighbors have this Starlink/NOS WiFi Calling combination, on my advise...

One close neighbor has Starlink, and for him WiFi Calling still works using his Vodafone UK SIM.
So please, do not try to imply the issue lies with Starlink.

Kr
Michel.

Hello @Michel Liesmons,

Thank you for your feedback.

We recommend that you test the service connected to a different network in order to confirme if the difficulty persists.

Thank you 

I tested on other Starlink networks, as said, only issues with NOS SIMs, not with Vodafone UK SIMs.
No other networks without cellular network connectivity in the neighborhood.

Not sure if I can simulate no connectivity by turning on Airplane mode, can I do this?

Please do not ignore an issue that is clearly NOS related.
NOS engineers, seem to understand it could be a regional issue, but I got no feedback since 16/09, very sad!

NOS Engineering feedback:
Mr.Michel good evening, we are waiting for the response from our team that deals with wi-fi calling in order to understand why its is not working in tour area. We will get black in touch with more info soon.
 

Thank you Michael you are being so helpful to our cause, I’m gonna buy a meo  SIM card on my home on Friday and get my phone number and swap to meo if it works. Could you please confirm the number that I can contact a Nos engineer on my WhatsApp please because I’m not getting any joy on that empress number you mentioned before , I must be doing something wrong . We’ll beat the buggers and then once we have I’m going in for the kill with a formal complaint ‘reclamações’ 

I tested on other Starlink networks, as said, only issues with NOS SIMs, not with Vodafone UK SIMs.
No other networks without cellular network connectivity in the neighborhood.

Not sure if I can simulate no connectivity by turning on Airplane mode, can I do this?

Please do not ignore an issue that is clearly NOS related.
NOS engineers, seem to understand it could be a regional issue, but I got no feedback since 16/09, very sad!

NOS Engineering feedback:
Mr.Michel good evening, we are waiting for the response from our team that deals with wi-fi calling in order to understand why its is not working in tour area. We will get black in touch with more info soon.
 

 

I think u still did not understand that for analysis, they need to know that the same card that is having the issue with wi-fi calling has it with another newtwork besides the one ur currenty using (another one thats not starlink)

um bem haja 

I don’t think you understand Bruno , that it is difficult to replicate the issue in your own home when only one network is available to you

or indeed to know someone who is willing to share their network while you check your WI-FI calling. Both. Michael and I live in remote area (meaning no neighbours)

Indeed, and for analysis: it should be sufficient that it is not Starlink/WiFi Calling because with Starlink /Vodafone UK it does work,

Maybe it is just the Starlink/NOS combination that does not work anymore, and indeed it could work with NOS/”other-provider”, but that does not help me. I cannot go to Starlink and say WiFi calling does not work.
I can only say Starlink/NOS does not work, so NOS should figure this out, not me.

quite right, I have actually got starlink on the case , and I’ve told them where you are located Michael because when I look on a satellite map you and me are in the same ‘cell’ if you know what I mean? 
 

Hello,

Thank you for your feedback @Susan Hillard  and @Michel Liesmons. We’ll assist on analyzing this issue.

Please send us a private message to the @Fórum profile with your NOS Costumer number or cellphone number.

Thank you 

As you can see nós Wi-Fi just kicked in, my mobile signal went down and Wi-Fi calling came in as it should. I am staying in the north of portugal in an apartment and using their Wi-Fi, it is not starlink. So if think michael is right starlink/ nos combo isn’t happy

Hi,
I managed to find a neighbor with no Starlink and indeed, my NOS WiFi showed up too.
And, contrary to previous statements, it even works in Airplane mode, which makes it easier to test in places with both WiFi and cellular connectivity.

So what now? As stated earlier, a neighbor with a Vodafone UK SIM and Starlink has no issues.
He will pass later today to test if it also works on my Starlink.
If it does, it is clearly just the NOS / Starlink combo that fails.
Again, I used this combo very happily and great quality for the last 1,5 years.

OK, my neighbor came by and was able to make a WiFi call using my Starlink using his Vodafone UK SIM.
So it clearly is a NOS/Starlink combination issue.
 

Hello, 

Thank you for your messages, 

So as we can analyze this matter, please share with us the information requested above.

Thank you 

I am in constant contact with starlink who are trying to remedy the situation as you will see ,below  a starlink technician believes he has found what may be the problem

here is his message tonight

Hi Ronald,

I suspect it is an issue between Starlink and NOS.PT, we have seen the before where mobile providers may mistakenly block our IP Addresses. Sadly I have not heard back from the Engineer at NOS yet. 
 

A STARLINK  ENGINEER HAS BEEN TRYING TO CONTACT A NOS ENGINEER FOR OVER A WEEK? AND NO ONE AT NOS HAS RESPONDED SO FAR? THIS IS RIDICULOUS . IF A BUSINESS TO BUSINESS WONT TALK TO EACH OTHER. WHAT CHANCE HAVE WE LOWLY CUSTOMERS GOT .  THIS IS URGENT PLEASE , GET YOUR ACT TOGETHER NOS

MICHEL, can you locate all your contacts that you have recommended starlink/nos coupling and get them to either get on this forum or at least allow you to announce their locations and when their WI-FI calling dropped please 

LETS GET OUR SEVICE BACK FOR GOODNESS SAKE

Can you share screenshots of the conversation with the starlink team, if it was a written interaction? 

Bem haja 

this is copied from my message above . There is a lot more in my last message worth reading

if you need more I will copy each time he says he is waiting for a response from you . Meanwhile below is the latest
 

Hi Ronald,

I suspect it is an issue between Starlink and NOS.PT, we have seen the before where mobile providers may mistakenly block our IP Addresses. Sadly I have not heard back from the Engineer at NOS yet. 

Hi Susan,

Great to see that Starlink has a decent support line!
I will try to get my neighbors I advised getting the Starlink/NOS combination onboard.

Meanwhile this week, in the private chat we were invited to, NOS really lived up to the title of this thread.
After having given my number and the NIF of my business, NOS tried to contact me, but said they could not reach me over the phone… I could not believe my ears.

I tried to have them call me using WhatsApp, response: Sorry we cannot do that!
A telco company cannot do that?!!?
A NOS technical team called me over WhatsApp a couple of weeks ago (see below screen shot).
Probably they have no clue who that might have been, so their number is in the screenshot.
Give them a call!

Basically I am being asked to jump in my car, drive to a place where I have connection, and wait and see if NOS has the goodness to call me at an agreed time. Welcome 2024!

Also, there is nothing left to discuss over the phone. The technical team already did and had me jump trough the usual hoops of booting the Starlink, booting my phone, fiddling around with some settings and so on.

I proved there is nothing wrong with my phone, nor the NOS WiFi Calling setup.
Yesterday it worked perfectly well using a MEO internet connection. There is nothing wrong with my Starlink either, a Vodafone UK SIM can do WiFi Calling using it.

As expected, we have radio silence now.

Stop wasting our time and FIX IT.

Kr,
Michel.
 

Great to hear from you but NOT if you know what I mean . I thought you’d gone awol, I tried to find you on FB so I could PM you. Anyway I’ve copied (I think) everything I’ve done on their private NOB (new name for NOS) forum and the message I got back last night was’ what !!!! Someone from starlink wants to contact? When? How? They hadn’t bothered to read my long and quite frankly getting boring message detailing everything I find to prove as you say , our devices are ok blah blah blah . Yes radio silence , it’s stressing us out so much that my husband and I are bristling. For me the contact via Wi-Fi calling is literally life and death if my hospital in Lisbon can’t reach me 

I’m just going to write a message to NOS.pt on both private and public forums as a customer support agent seems surprised and shocked that a starlink engineer has been trying to contact them to no avail. I’ve just looked back on the messages here on Starlink support and it was on the 19th September Nathan that your attempts to contact a NOS engineer began . That’s 9 days, and no successful communication . How can this be ?…. Two global companies in the communication business can’t reach other . The mind boggles . Please sort this out now

I have just sent  above message to Starlink customer support 

message from private forum :

Good evening Susan Hillard,
We're here to help.
As far as we're concerned, the service is working properly and the tests don't suggest that there's a fault with the NOS network or router.
In this case, the difficulty in accessing the service must be due to the software or hardware of the equipment such as PC, tablet or cell phone.
We suggest that you speak to our specialized team, PC Medic on 16991, available every day, 24 hours a day. The call costs 45 cents, from any network.
Please contact us if you have any further questions.
Regards,
Patrícia P.

My reply to Patricia 

Susan Hillard

 4 minutes ago

All tests done before I started writing on the forums. You still didn’t answer my questions in answer to your copied message you posted from two days ago, please read and reply re costs etc.

have you managed to liaise with Starlink yet? it’s 12 days now since they started to try contact you

perhaps you could give me a direct number that starlink business engineers can call a Nos business engineer , I would gladly pass it on , or would they have to stay in a call queue like myself, listen to dreadful music for 2 hours and hope they too don’t get cut off

i look forward to you answering all my questions

thank you

Starlink says
 

I suspect it is an issue between Starlink and NOS.PT, we have seen the before where mobile providers may mistakenly block our IP Addresses.

can you pass to someone can check that you are not blocking Starlinks IP addresses? PLEASE