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I am trying to cancel my contract with NOS due to moving away to a new country. I mentioned this in the shop and later that day i received a call. My portuguese is not great but i can follow a normal conversation. They told me that moving away is not a valid reason to cancell the contract and i should tell them who will move into the house so they can change the contract to their name. I have no idea who the next renter will be and when the landlord will find something, I just want to cancell the contract. How is moving away not a valid reason to cancell the contract???
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Melhor resposta por Tiago C. 22 January 2019, 13:12

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287 Comentários

Reputação 7
Crachá +6

Hello, 

We have moved your comments to the older article with the same title. In this way, we guarantee the good organization of information. 

Best Regards,

Reputação 7

Hello @888888,

In Portugal, contracts for services like the NOS Home WiFi typically have a fixed term, often 24 months. Terminating a contract before its completion usually incurs penalties or fees, as agreed upon when signing the contract. These penalties are standard clauses that exist to ensure both parties fulfill the agreed commitments for the duration specified.

The fact that you are unsatisfied with the services provided doesn’t automatically allow for contract termination without penalties, unless there are particular circumstances stated in the contract or if there's a violation of consumer rights or service quality standards.

Regarding the WiFi printer issue, it's important to contact customer support to troubleshoot the problem and explore potential solutions. If the service isn't meeting the expected standards, it's advisable to document the issues and communicate these concerns clearly to NOS's customer service for possible resolution.

Thank you

Reputação 7
Crachá +6

@888888, Hello.

Thank you for reaching out to us. We’ll assist you with this request.

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

Best Regards, 

Reputação 7
Crachá +2

Every contract has a 2 year period. So .. if you want to leave early you gotta pay.

I am trying to cancel my contract with NOS Home WiFi. I have called customer service and they say I cannot cancel unless I have evidence that I am out of work or leaving the country. I am not satisfied with the services, which, compared to some services, are higher. I use a WiFi printer, which it does not work with. I cannot accept that they want me to pay the rest of the contract off; it is ridiculous and I feel trapped in a contract that I hate. Or is it because I am a foreigner? 

Reputação 7
Crachá +5

Hello @Nikolai Larin,

Thank you for reaching out to us. We’ll assist you with this request.

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

Thank you 

I am trying to terminate my contract with NOS due to moving to a new city. I can't get through to the operator because my Portuguese is not very good. And I don't know what to do. Help me please. Thank you

Reputação 7
Crachá +5

Hello @Sai,

Thank you for reaching out to us. We’ll assist you with this request.

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

Thank you 

Dear NOS Customer Service Team,

I've been unsuccessfully trying for several months to cancel my postpaid mobile contract, with no stipulated loyalty period. Unfortunately, language barriers and premature call disconnections have hindered my efforts.

I am troubled by an incident with an English-speaking representative who, rather than aiding in contract termination, guided me to make an extra payment via MBWay, which I've documented via voice recording.

Despite 30+ attempts to cancel my contract via your customer service, I'm still incurring monthly charges. I urgently request your assistance in terminating my contract and rectifying any undue charges.

 


 

Estimada Equipa de Apoio ao Cliente da NOS,

Há vários meses venho tentando, sem sucesso, cancelar meu contrato de celular pós-pago, sem prazo de fidelidade estipulado. Infelizmente, as barreiras linguísticas e as desconexões prematuras de chamadas atrapalharam meus esforços.

Estou preocupado com um incidente com um representante de língua inglesa que, em vez de ajudar na rescisão do contrato, me orientou a fazer um pagamento extra via MBWay, que documentei através de gravação de voz.

Apesar de mais de 30 tentativas de cancelar meu contrato por meio do atendimento ao cliente, ainda estou incorrendo em cobranças mensais. Solicito urgentemente sua ajuda para rescindir meu contrato e retificar quaisquer cobranças indevidas.

Reputação 7
Crachá +5

Hello @KLAUS MOTOKI TOMN,

Thank you for your message. 

Personal information was redacted for your comment for it’s protection.

As said in the letter sent, the Service regarding the mobile numbers described and internet at the provided address are canceled.

Please let us know if there’s anything else we can help with. We’re always available here at Fórum NOS.

Thank you

Ok thank you and also the Internet at R.-*********** 1400-031 Lisboa 

 


 

thank you 

Reputação 7
Crachá +5

Hello @KLAUS MOTOKI TOMN,

Thank you for your message. 

As said in the letter sent, the Service regarding the mobile number is canceled. 
You can check the status of the service and contract through the App NOS or Área de Cliente.

Thank you

Ok is the contract finally terminated? 
 

we went to the shops many times since May 2023 and gave written letters to your employees and office managers 

Reputação 7
Crachá +5

Hello @KLAUS MOTOKI TOMN,

Thank you for reaching out to us. We’ll assist you on solving this matter.

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

Thank you 

Hello. We are moving back to Germany and have been trying to cancel our contract since May. We went to the shop, which did nothing, we sent a request to the customer area and now we are trying to call the hotline for the 3rd time, but are always kicked out after 25 minutes. Apart from that, I don't understand the announcements. What can we do to cancel and to get the confirmation about the termination and to bring the items/devices back? It is horrible!

 

I, too, am having difficulty cancelling my contract. I’ve gone to the store, who said I must call. I’ve called and waited. I’ve gone to the Nos website. The site says I must complete a form, but the link does not work. I clicked on the link in the email thread and it doesn’t work either. After numerous calls to and from NOS involving multiple transfers and ultimately disconnected before resolution, I finally was able to speak with a person (being on the phone for over 30 minutes with much of the time on hold) who said she opened the ticket and I could complete my cancellation on the Nos website. I do not see any ticket. The cancellation form link still does not work and am quickly thinking I might need an attorney to cancel my 2 year contract, which I have faithfully fulfilled. 

Wish u the best.  Stay on top of them and dont take any bullshit.  If they overcharge you because the cancellation did not work, just write them once per registered mail that if they dont take care of it inside of 14 days, you will then seek out a lawyer and they will be responsible for the costs.  I actually did this once and it worked perfectly.  If you are in the algarve, i can suggest a fantastic portuguese lady who gets the job done.

 

Oh, lawyers name is in the above messages!

 

I, too, am having difficulty cancelling my contract. I’ve gone to the store, who said I must call. I’ve called and waited. I’ve gone to the Nos website. The site says I must complete a form, but the link does not work. I clicked on the link in the email thread and it doesn’t work either. After numerous calls to and from NOS involving multiple transfers and ultimately disconnected before resolution, I finally was able to speak with a person (being on the phone for over 30 minutes with much of the time on hold) who said she opened the ticket and I could complete my cancellation on the Nos website. I do not see any ticket. The cancellation form link still does not work and am quickly thinking I might need an attorney to cancel my 2 year contract, which I have faithfully fulfilled. 

Wish u the best.  Stay on top of them and dont take any bullshit.  If they overcharge you because the cancellation did not work, just write them once per registered mail that if they dont take care of it inside of 14 days, you will then seek out a lawyer and they will be responsible for the costs.  I actually did this once and it worked perfectly.  If you are in the algarve, i can suggest a fantastic portuguese lady who gets the job done.

 

Reputação 7
Crachá +5

Hello @CONNIE P,

Thank you for reaching out to us. We’re sorry to ear about this situation.

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

We’ll help forwarding your request to the appropriated NOS department. 

Thank you 

 

I, too, am having difficulty cancelling my contract. I’ve gone to the store, who said I must call. I’ve called and waited. I’ve gone to the Nos website. The site says I must complete a form, but the link does not work. I clicked on the link in the email thread and it doesn’t work either. After numerous calls to and from NOS involving multiple transfers and ultimately disconnected before resolution, I finally was able to speak with a person (being on the phone for over 30 minutes with much of the time on hold) who said she opened the ticket and I could complete my cancellation on the Nos website. I do not see any ticket. The cancellation form link still does not work and am quickly thinking I might need an attorney to cancel my 2 year contract, which I have faithfully fulfilled. 

Reputação 7
Crachá +5

Boa tarde @Naiara Rigamont,

Agradecemos o seu testemunho.

Lamentamos não ter sido possível ainda verificar o tema que nos expôs.

Vamos responder à sua mensagem privada logo que possível.

Obrigado 

 

Se houvesse realmente averiguado o meu caso saberia que nas mensagens enviadas expliquei  que não moro mais em Portugal, sendo esse o motivo do pedido de cancelamento, logo sua sugestão de ir a loja NOS não é uma alternativa. 

Inclusive ao explicar isso me pediram meu número de telefone internacional e informaram que iriam me ligar em 24h pra dar seguimento ao cancelamento, para o qual respondi com a informação solicitada.

Já fazem 11 dias desde então e nada de me ligarem.

Da próxima vez, se informe realmente de como está o caso antes de responder.

Reputação 7
Crachá +6

Bom dia @Naiara Rigamont
Lamentamos a demora. 
Ainda não nos foi possível responder à sua mensagem, vamos fazê-lo o mais rápido que nos for possível, pelo que pedimos a sua compreensão. 

Em alternativa, pode formalizar o cancelamento na loja NOS. 

Obrigado

Já se passaram mais 6 dias e continuo sem o cancelamento do serviço!!!

Já é um total de 20 dias tentando que vocês cancelem o serviço!!!!

Nenhuma das minhas mensagens no privado tem sido respondidas a dias!!!

Em breve será cobrada a mensalidade do próximo mês que serei obrigada a pagar por estar sendo IMPEDIDA de cancelar o serviço!!!

ESSA SITUAÇÃO É UM ABSURDO E SE NÃO RESOLVEREM O QUANTO ANTES ESTAREI ENTRANDO EM CONTATO COM UM ADVOGADO

 

Reputação 7
Crachá +5

Boa tarde,

Agradecemos o seu testemunho @Naiara Rigamont,

Recebemos a sua mensagem privada e estamos a acompanhar este tema.
Contamos ser breves na resposta.

Obrigado

Bom dia

 

Já fazem 13 dias que fiz o pedido de cancelamento, todas as informações solicitadas foram dadas e até agora não concluíram o pedido.

Poderiam por favor verificar e encerrar minha conta WTF o quanto antes.

 

Obrigada,

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