Cancel contract

@Janet Benjamin  Good afternoon, to do online, you must enter your Customer Area and in ORDERS / Request / Termination / Request.

@Janet Benjamin 

What is needed to formalize the request for termination of the contract?

To formalize the request for termination of the contract it is necessary to:


• Written cessation request, signed by the person on whose behalf the service is (signature according to the identification document). The complaint form available here can be used
• Photocopy of identification document containing signature or, alternatively, request for termination with recognized signature
• Documents can be: ◦deliveries to a NOS store or
Pormailed to Apartado 52111, EC Campo Grande, 1721-501 Lisbon



Alternatively, you can request the sending of a token to formalize the order in your Customer Area, selecting the service and then Orders, Send order and Termination.  Because in the online order it is necessary to wait via CTT for the sending of a code that must be inserted in the same place where the order was placed, which may take some time to arrive, the order must be made in advance.

Welcome to Fórum NOS @Janet Benjamin, 

Hi @Jose Rodrigues, 

@Janet Benjamin, in order to be able to help us, we ask that you send a private message with your NOS customer number or the taxpayer number for the @Fórum, please.

Best Regards 

@Steve I got the same scenario too. I explained to NOS over email that I wanted to cancel my 2 year contract over email in July 2020. A lady from NOS called me and said that No she didn’t speak English, that I need to go into the store.

I went into the store in Baixa Chiado and the lady I saw spoke English well. Suddenly when I asked to cancel my contract she is very very rude and then didn’t speak English, only spoke Portugese to me. And then said she couldn’t cancel my contract in the store - that I would have to call.

Can someone on this forum please tell me how I can cancel my contract with NOS? I will be leaving and have finished my 2 year commitment.

I explained to NOS over email that I wanted to cancel my 2 year contract over email in July 2020 (written through my NOS client area). A lady from NOS called me and said that No she didn’t speak English, that I need to go into the store.

I went into the store in Baixa Chiado and the lady I saw spoke English well. Suddenly when I asked to cancel my contract she is very very rude, ignored me and then didn’t speak English, only spoke Portugese to me. And then said she couldn’t cancel my contract in the store - that I would have to call again. It was very bad customer service after being a NOS customer for 2 years.

Can someone on this forum please tell me how I can cancel my contract with NOS? I will be leaving and have finished my 2 year commitment.

Hi @Yu Chen,

If your 2 year contract is over you can cancel all services. I advise you to go to a store again because I think it’s much easier that way, they don’t fool around as much as they tend to do via phone call sometimes. Maybe this time if it’s convenient you can bring someone along who’s native language is portuguese or speaks fluent so they can help you out. You can cancel your contract in a store, that’s your right as a client. 

Hello @Yu Chen, 

Hello We’ve moved your comment to a topic where you’ve already exposed your situation. @Diogo S. made a good suggestion. You can, if you want, request the deactivation request in Store.

Best regards

Hello,  as my portuguese is not very good, but I know NOS speaks english, when they issue the contract the english was very, very good.  Now I am trying to cancel my contract, but all of a sudden nobody speaks english and I receive no answers.  If these people dont want to reply to their customers then, I will just have to give the problem to my lawyer in Vilamoura who will insure that it is taken care of and will pass the costs of doing this to NOS.  This should not be necessary, but NOS likes to play games with us english speaking people.  I went to Silves to visit the NOS store and the guy who spoke english to me one year ago now understands no english.  With my little knowlege of portuguese I understood that I will have to wait for a phone call to come from NOS, afterwards I can go to Silves and sign the cancellation paperwork.  What kind of service is this? After issueing 4 emails to NOS and receiving no reply, I will pass this on to my lawyer in 2 weeks if no satisfaction is reached.  Why does it have to be this way?  And NOS wonders why their service is rated low!

@Steve Bom  dia,  

Well, I guess thanks for the info.  Wonder why I have to complain to finally get the info needed.  Anyhow, I did the termination process as described above, now I will get sent a code by post and have to go back and enter this code someplace at a later date.  What a chaos!  The guy’s answer above did not mention this part of the process, so it is still not a simple process.  Why cant NOS just say OK, we will terminate the contract as per your wishes, why do customers have to go thru these extra steps?  I really dislike NOS.