customer support is the worst ever

Hello @Susan Hillard and @Michel Liesmons,

We appreciate your messages and feedback regarding this matter.

We’re following up on this issue internally with a NOS specialized team. As soon as we have feedback regarding this, we’ll share it here and through private message. 

Thank you 

Another sad day passed.

I was downtown today, where I do have NOS network connectivity, and received yet another text message:
"We are trying to talk to you to resolve your request. We will call again on 10/2/24. If you prefer, call 16100. Thank you.”

As if I will go downtown next Wednesday and wait until someone calls me...
I have a business and I work!
Simply call me on WhatsApp, anytime, like your own technical team did, or much better, call Starlink!

BUT, for us 'phone-deprived people' I might have good news.
We had a friend over yesterday and he happened to have MEO WiFi Calling, called VoWiFi (voice over WiFi).
It worked like a charm.

So, if this issue does not get fixed this week, I will surely switch to MEO.
This morning I saw our lawyer and he said it would not be a problem cancelling the current NOS contract without a fine.
Clearly NOS can no longer provide the service we signed up for (to us, the most important one).

I forgot to test this when our MEO friend was here, but it seems MEO even supports SMS messages over WiFi Calling (unlike NOS).
This would greatly facilitate communication with government, banks, vendors, websites, apps (e.g. NOS) that still use SMS.

Furthermore, I came across a question on Facebook from Janine, asking if Starlink would be a good choice in the Algarve.
Of course I commented and mentioned our current Starlink/NOS problems:
https://www.facebook.com/share/p/YNkrJ1bGwYE4VhPD/?mibextid=K35XfP

I bought a meo 5g SIM card today but I need to get a phone signal to activate it 😂😂😂 didn’t have my spare phone with me . Yes if it works I’m getting my pin and puck and pucking off . I feel so abandoned if the hospital rings I’m fffed 

from what i’ve read sometimes NOS uses the same IP’s for several users. Its called CGNT. mybe its something to do with that.

Lets wait for the mods feedback.

um bem haja 

Starlink’s suspicion is  about Starlink outgoing IP addresses being blocked by NOS firewalls, not about public IP addresses NOS assigns to its users.

I am telling you what, I believe, happened.

After claims here that people would use Wi-Fi Calling outside the country last July, NOS did what this company normally does very quickly: harming its customers.

Foreign IPs  are blocked, but Starlink is not an external IP.  As far as I know: in the register held by the Portuguese regulator (ANACOM).

I might personally ask the European Commission if this decision violates “Roam like home” and portability services principles.

Thank you CP01

its sounds very complicated to me and half the customer service agents I speak to don’t even know what Wi-Fi calling is. I haven’t left the country I am on a transplant list and must stay available at all times . This is why this situation is an emergency but nobody seems to care . I will pass your message to Starlink. Any help you could give I would be so appreciative 

susan

To put it simply: if NOS is blocking Starlink IPs from accessing Wi-Fi Calling, it is illegal. Starlink(Portugal) is considered a Portuguese operator, so NOS cannot geoblock it.

Please submit a complaint here https://www.livroreclamacoes.pt/Inicio/. It is the best I can say. Usually, it takes a long time for them to resolve this kind of issue.

Thank you very much 🙏🌈

This is where I filed my complaint too (see below).

Be careful to select the right regulatory authority for telecom issues (ANACOM).