And another one:

Is it true that we have a 15 day cancellation period for the contract?

Hello @Alexandros Baramilis,

We’re sorry to hear you’re not being able to fully enjoy our internet service.

We’ll assist you on solving this matter. 

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

Thank you

I just spent another pleasant hour in the NOS shop.

Not even the shop assistant could cancel it after being on the phone with multiple people for one hour.

At least they picked up the phone for him.

They said I have to go home and plug in my router and then call them. Another great excuse.

So I am home now, I called them, they say it’s not possible to do it right now and they will call me in an hour.

Let’s see, will they do it this time or is it another lie?

Hi @João H., I sent you a message.

From the contract:

“Em caso de discrepância contínua com os débitos indicados, aplica-se o direito de livre resolução, sem prejuízo da apresentação de soluções alternativas.”

Translated:

In the event of continuous discrepancy with the indicated debits (speeds), the right of free termination applies, without prejudice to the presentation of alternative solutions.

And if I’m reading this correctly, from their terms of service, there is a 14 day right of withdrawal:

https://www.nos.pt/outros/condicoes-da-oferta-do-servico/general-and-specific-conditions-of-service?accordionid=ui-id-11

@João H. instead of deleting my messages, how about you spend your time better in allowing a customer to exercise his rights? Just for your information, I’m keeping records.

Here’s my deleted message again:

Of course no one called back so I called again. Same story, someone will call you back in an hour. I tell them this is what you tell me every time and no one calls back. Anyway, I am waiting for another hour, I don’t have anything better to do with my life.

Hello @Alexandros Baramilis,

Thank you for your message.

We’ve moved one of your comments to this post where we’re already following up on this issue. 

Please keep the conversation in the same topic since we already replied you’re message here also.

Messages repeating the same matter in different topics are considered spam and will be deleted to keep the community organized and easy for everyone to consult information.

We’ll assist you on solving this situation. We’ve received you private message and will reply to it as soon as possible. 

Thank you for your understanding 

This time someone did call back speaking English, but they said they’re from the technical support so they need to connect me to an English speaking colleague from the cancellations department. The colleague from cancellations spoke English but for some reason didn’t want to talk to me and is now trying to connect me again to someone else? Anyway, waiting again...

Someone picked up speaking English, but again they can’t do the job and need to transfer me to someone else.

The someone else doesn’t speak English and needs to transfer me again.

This is getting so weird.

I’ll keep posting updates here. Maybe you guys can use this thread to organise yourselves?

The lady that spoke English picked up again and said I talked with you before right? I need to connect you again.

I feel like I’m playing roulette now. They’re just randomly passing calls to each other and no ones knows what’s going on.

A guy picked up now speaking English. He can see my cancellation request but he can’t cancel it because he’s from the billing department. He needs to transfer me to the cancellation department. I thought that’s what I was waiting 30 minutes for.

And they hung up again.

Another well spent 40 minutes playing roulette on the phone.

If the costumer service horrible in portuguese I can only imagine in english

Good morning, making another attempt at calling the dreaded number.

A friendly guy picked up this time. I asked him in Portuguese to connect me to the English cancellations department and he replied to me in English. He asked if he can help with connections issues but I insisted that I want to cancel within my 14 days right of cancellation. He’s connecting me to the department now.

Again the same story, there is no one available speaking English, we will call you back.

I’m going to the shop again.

Went to the shop. They acknowledge that I have 14 days right to cancel, they just say that by going through technical support instead the paperwork is faster.

I insisted that they call them because I’m unable to get anyone to help me (spent 4 hours yesterday trying), so they called the technical support and the guy said there is no need for tests because it’s already on track for cancellation, they are just waiting for internal authorization and someone will call me today.

Hi @Jorge C 

What documents? There is no such option in my pedido:

Hello @Alexandros Baramilis,

Thank you for your feedback. We’re following up on this matter.

There is no need to provide any documentation.

You will receive a call from the cancelations department to go forward with the process. 

Thank you for your understanding

Of course no one called back again today, as I was promised by both the customer service AND the shop assistant.

Nothing but lies from everyone at NOS since the first day I stepped into their shop.