Hello ​@Mikhail Butsenin,

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

Please send us a private message with your NIF and preferred phone number for contact. 

Thank you

same for me. Everytime I´m put on hold for minimum one hour… Today even 2 hours!! And then I got disconnected… Very rude!

Please send us a private message with your NIF and preferred phone number for contact. 

Send a private message? To? 

Hello ​@Berend M,

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

Please send us a private message to the ​@Fórum profile with you NIF.

Thank you

I already did that. I sent a message to that profile - no response.

Also today I was called by the NOS call center and when the operator understood that I don’t speak Portuguese very well - immediately she proposed to switch me to an English-speaking operator. Despite the fact I was ready to talk in Portuguese and I said that.

And guess what. I waited there and just got disconnected without any additional information. So another day.

Please call me from the English line right from the beginning if you don’t want to talk to me in Portuguese.

Otherwise it looks very useful for NOS to call me, then “realise” again that I don’t have enough practice but understand and switch me to an abyss.

Thank you for your feedback ​@Mikhail Butsenin,

We’ve received your private message and will reply to it as soon as possible.

Thank you

​@Mikhail Butsenin ​@João H.

Same happened to me. I called several times. Every time they transfer me. But no one is then answering. And after long waiting they just disconnect! Today I was put on hold for TWO hours! And then they hung up on me.

Sent a private message. Hope (and expect) to receive an useful answer and real solution. And in case they call me.. I don't want to be put on hold anymore. Also hope everything will be sorted out before the end of this week. 

Thank you for sharing your feedback ​@Berend M.

We’ll reply to your message as soon as possible.

Thank you 

​@João H. thanks! Very much appreciated. I want to avoid annoying you, but can you give a possible time frame when I can expect the reply? Thanks and take care!

Hello ​@Berend M,

Thank you for your message.

We’ll forward your request to a dedicated NOS Team that will contact you regarding your request as soon as possible, during tomorrow.

Than you

​@João H. Well, I just had a call just after 11, from a Portuguese lady(!!!??) who transferred me, and after 45 seconds, you hung up on me again!!!! 

​@Mikhail Butsenin did they manage to contact you already? 

​@Berend M no. Nobody tried to contact me yesterday.

I’m thinking about using Livro de Reclamações and other tools to resolve that. The dialog with NOS doesn’t work.

​@Mikhail Butsenin what a disappointment.. I hate false promises.. Not sure if ​@João H. is responsible for that (don't kill the messenger) but I really hope he can force someone now.. Otherwise... 

Hello ​@Berend M and ​@Mikhail Butsenin,

We’re sorry for the situation.

We’ve replied to your private messages and forwarded a request for a contact in English to happen as soon as possible.

Thank you for your understanding.

Thank you ​@João H.!

Just to keep the history here - today I was contacted by NOS (I think so) - but it was that one hour in a whole day when I was driving and was not able to answer the call. That’s on me. Hope next week would be better

Thank you for your feedback ​@Mikhail Butsenin,

A new contact attempt will be made as soon as possible, and will be following up with the NOS team that will be making it. 

Share with us any question that may occur, we’re always available to assist.

Thank you 

​@Mikhail Butsenin ​@João H. Maybe NOS cancelled their own phone contract? Still no call.. 

​@Berend M 

I have an update for you.

So I don’t remember what day exactly my last report was about, but I don’t remember any tries of communicating with me on Friday last week. There was an attempt on Saturday, but when I took the phone and accepted the call it immediately was dropped by another side. Since that time there were not any attempts. 

Just today around 8:30pm I was contacted by the English line and I talked to the operator for almost 30 mins, mostly waiting for the operator to put all the information from me in the system (I hope so). The operator was nice and tried to explain and offer the better conditions, but I’m not interested.

But it is not the end. The operator said that their system has an issue and he has to call me tomorrow or Thu or Friday. We agreed that he will call me at 7:00PM.

I shared the reasons why I’m leaving - prices and that enormous period of the fidelity/loyalty. Probably I should have mentioned the system as well - forcing the clients wait again and again.

Will see. It is something at least.

For those who missed that - the topic has been started a week ago, it is a week after I initially posted the order to cancel the contract. Two weeks in total and it is not the finish. 

Will keep everybody posted.

​@Mikhail Butsenin ..slowly making progress. It seems like most employees are willing to help. But NOS has poor assist tools and redicoulus policies.. Seems like they want to frustrate customers who want to leave or change their contact.

By the way: if you want to keep your number(s) and change to another provider, you can just go to the new provider, tell them you want to keep your number. The new provider must take care for cancelling the old NOS contract. Please see: https://www.anacom.pt/render.jsp?categoryId=325835  (see point 5)

Regarding myself: I received a call tonight around 19.30. Elvio was able to help me, seems like it's sorted. Fingers crossed. Elvio, a nice and helpful guy, was indeed struggling with the system.. It took a lot of time. Most likely Elvio was calling you as well.

​@João H. I do understand you can only report and forward our issues,so not blaming you. It seems like it's now sorted for me. Thanks for your intervention. But I hope you can express to the persons who are responsible for this poor processes that improvements are needed necessary. 

Hello ​@Mikhail Butsenin and ​@Berend M,

Thank you for your feedbacks regarding this situation.

Your feedback is important to us so that we can continue to improve. We will address this issue internally so that it can be given the best possible consideration. 

Please share with us if any questions arise. We’re always available to help.

Thank you 

I would like to continue the report here.

So I was contacted by the English line on Dec 10. They said they have registered everything, but it is an issue in their system. Ok.

On Dec 11 I was contacted by another person who said my request was transferred to him (what?). I went through the same dialog, being asked why I’m leaving, etc. etc. I refused all the offers (I was even warned than only NOS has English-speaking support). Then the person said ok, your service is being cancelled, will be cancelled in the middle of December and until the middle of January 2025 I need to bring back the devices to any NOS shop. And also the operator mentioned that I need to sign something there. Ok.

On Dec 15 I went to the NOS shop and they said that they do not see anything cancelled, my services are still active and they do not know what to do with me (what?). I told about all the history with my calls and for me it looked like the manager dug deeper somewhere in the system and said “now I see”, gave me the Pedido de Cancelamento (of something like that) to sign. And said I’ll receive an SMS message when I should bring the devices. Ok.

On Dec 16 I was contacted by NOS again via phone, Portuguese-only operator, thankfully I convinced him to continue the conversation in Portuguese. He said “we received your request to cancel, why are you leaving?” (what?). So we went again through the whole dialog about the same - the reasons, the prices, fidelity, everything, this time in Portuguese. (another what?). Then he said “I’m cancelling your services and it will be on Jan 06…..oh wait….I see my colleague already put Dec 26 as a date of cancelling” (another what?) and so we agreed on that (NOS, you have all the calls being recorded, right?). Ok.

On Dec 17 I received an email saying your services will be terminated on Jan 16, bring the devices until Feb 16 (what?).

And you ask me why I’m leaving. That is why - total chaos and mess in your systems, information is not being shared among your own employees. They either do not know what they do or your system just ignores their actions. For me it looks like you don’t know how to work with reclamations.

So I started everything in the end of November. And only with my great effort pinging you, calling, waiting I have this - three dates, tons of equal dialogs. Hopefully it is the last date and I won’t be dealing with you anymore. 

Please correct if I’m wrong - all the operators lied to me via phone?

Holly hell, 
well, lets try to make this easy:

https://www.nos.pt/ajuda/a-minha-conta/gerir-o-contrato/cancelar-o-contrato/como-cancelar-servico#precisa-saber?accordionid=ui-id-9

There u go: 

Pode fazer o pedido pessoalmente ou por correio:

Reúna os seguintes documentos:

• Formulário de pedido de cessação do contrato. Este formulário tem de ser assinado pela pessoa em nome de quem está o contrato, e a assinatura deve ser igual à do seu documento de identificação;
• Fotocópia de um documento de identificação com assinatura. Se não quiser enviar fotocópia do documento, pode enviar apenas o formulário de cessação. Nesse caso, a sua assinatura tem de ser reconhecida num notário ou por um/uma advogado/a. Ou, em alternativa, pode deslocar-se a uma loja e preencher o formulário de confirmação de dados pessoais com apresentação do documento de identificação..

Os documentos podem ser:

• enviados através do formulário de email selecionado a opção Enviar documentos para cessação contratual
• entregues numa Loja NOS
• enviados por correio para o Apartado 52111, EC Campo Grande, 1721-501 Lisboa

Um bem haja 

​@Bruno Aleixo thank you!

It is a pity the operators from the phone line said nothing about this. As I mentioned above - the very first operator confirmed the dates and then it all started.

I believe the way you provided the link to has started for me on Dec 15, when I was in the NOS shop.
Why the operator didn’t warn me about it - I can only be wondering.

I no longer know if this type of action is intended or if its just employees that are lacking good training. 

Its a simple process overall, u just sign the cancelation form, and deliver it in a store, via email or mail. 

I think its better to send a private message to ​@Fórum, so they can tell you how the process is going.

Um bem haja 

​@Bruno Aleixo 

I asked Forum about the cancellation. The only thing I got there - “We've forwarded your request to a NOS dedicated team, which will contact you as soon as possible.”

Hello ​@Mikhail Butsenin,

Thank you for sharing your feedback.

From what we’ve analyzed, the cancelation is being processed. You should receive more information as soon as possible, regarding the termination date and how to deliver any NOS devices.

Thank you