customer support is the worst ever

Hi,

Same thing here.

After having used it for more than 1.5 years without any problem, me and my neighbours lost our WiFi Calling in Morenos (Sta Catarina Fonte Bispo).

Tried to get support over the internet, do not make me go there…

Went to a shop where they, at least, understand the concept of wifi calling and I was contacted by a technical team. Very friendly and helpfull, but no result.

I was contacted, over WhatsApp, telling me a team is trying to find out why it stopped working in our region, implicitly admitting the problem is theirs.
2 weeks later and several pings over WhatsApp later, still radio silence.

I selected NOS because they are the only provider supporting wifi calling. I also convinced several neighbours into the solution.
I am starting to regret I did that...

PLEASE SOLVE WHAT WAS WORKING BEFORE!

Michel Liesmons.
 

Hello Michael
 

Who is your internet provider please? And about what date did your Wi-Fi calling drop? It would really help to build our cases. because Nos are insisting its our internet provider and they are insisting it’s not . One of starlink engineers has said he is trying to contact a nos engineer through LinkedIn (not sue how that works, but hey any help I’ll have thank you) 

also one last question what kind of words did the person in nos use to imply that it was nos letting you down .  I will keep you posted of everything end 🙏🌈

Regards Ron and Susan

Hi Ron and Susan,
My internet provider is still Starlink.
I was in contact with a NOS technical team and they could see themselves when exactly I last successfully used WiFi calling with my phone number, a couple of weekls ago.

I am not sure I understand your remarks about the Starlink engineer.
It was a NOS engineer that contacted me using WhatsApp “~NOS Empresas 16100” and this was his message on 16/9:

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

Kr,
Michel.

So we have a problem concerning NOS Wi-Fi calling and Starlink routers (or IPs). Either NOS or Starlink need to tackle the issue.

Hello Michael 

seems we lost Wi-Fi calling at the same time

i am so relieved u can contact nos via WhatsApp, because 10 days ago I called them from my uk Skype number and after two hours they cut me off. No once during that call being passed from pillar to post did I get told they had a Wi-Fi calling team 😡

please keep us posted  and we will you . We are away for 5 days to get away from the stress of it all 

best regards 

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’