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).

Hi Susan,

I would definitely contemplate going to the press with your (health) story.

All the best.

Michel.

Thank you Michel 🙏🌈

Exactly. And of course we all here hope you get well soon @Susan Hillard

I bought a MEO eSIM this morning, activated it and activated VoWiFi, ALL ONLINE!
WiFi Calling works like a charm.
No NOS solution this week, I am gone.
 

Michel, I’m not having any luck with my 5g PAYG meo sim. Só, now I have to find if my phones are compatible with an eSIM 

thanks for info

Did you send an SMS with the text Volte to 16200?

I thought it was the whats app number

I’m  trying to order a nos eSIM online , another saga

Why would you order a NOS eSIM, that is what I have and it will not help you.
MEO SIM or eSIM and activate WiFi Calling on some hill where you have connection by sending SMS Volte to 16200, easy.

I didn’t realise that Michel , thank you . My order wouldn’t go through anyway. I thought I would give it a go because of keeping my number without driving miles. We live over an hour away from the Algarve shopping and try to avoid going 🥲 did you buy your meo Esim on line or at a shop? 

I bought the MEO eSIM online, but it was a test and you get a new number of course.
You can transfer your number if you have a CVP code, that is a bit more complex.
See Mobile number portability - MEO Help
 

Ok , I’ve got it , tomorrow I’ll walk to mobile range and send that SMS . You’ve been great 👍 

No prob, you are lucky, you can walk ;-)

Half kilometre, couldn’t do it in heat that’s for sure 

VOILA , thank you Michel 

SO WHAT THE HELL IS NOS UP TO 😡😡😡😡😡

More than a month ago this screen used to say NOS WiFi, now No Service.
Too difficult to solve it seems.
In my region, no WiFi calling means unusable phone.
Very sad really that a company, once advanced, can slide down this fast.
Too bad, I am off to MEO.