poor customer service

My experience is the same, totally s..t!

I live in the Azores and made a special day trip to Faial Island which has a NOS shop, to upgrade my old 20meg internet fixa (which mostly only does 7megs!) to the 100meg service for the same price and to complain about the low speeds.

Oh no, you must call the 34cents/minute line !  WTF?! Why should I pay to establish the service I am paying for that they should be giving me to start with! WTF should I pay to tell them I want to upgrade?!

The “free call”  internet option calls back, plays a recording saying wait 55secs (always) and then goes dead.

NOS management are utterly incompetent timewasters , like most PT management. No wonder Portugal is such  a huge financial drain on the EU.

What I ACTUALLY need is:

1. The location of my nearest 4g cell tower 405012 to postcode 9940-064  (so I can align my external aerial properly myself) and
2. The upgrade from 20 to 100meg  internet fixa.

I might just give up and get Meo instead  because we have a Meo shop on this island (which is also really s..t but at least one can shout at a real person and everybody knows the Island technicians.)

Just wasted over 15 minutes waiting, cost about fu..ing 5.5€ !!!

Like I said, incompetent managers.

Here is WHY mangers are sh.t:

Employee does good simple job, get promoted.

Now does slightly more difficult job fairly well, gets promoted again.

Now is in job too difficult for them and is useless at it. Stays in job because people just don’t get demoted back into the lower jobs they were good at.

Stays there being useless until they get promoted again purely for being there so long.

Now is in even higher management job being even more useless and implementing useless systems that make competent workes inable to do their jobs. <<<« This is where NOS is at.

Actually got a call back from NOS with competent sounding person. After listening, she told me to wait to talk to another person. Line disconnected from their end after about a minute of very loud music!

WTF?! Back to square one!

Now what do I do? Wait?

Called a different number, who gave me yet another number, all at 30c/min. The previous ones never came back to me.

This one  actually changed my service from old 20meg to new 100meg like I wanted .

It’s taken my upload speed from 2.2 meg  to over 10 meg but my download speed is unchanged at an erratic 6 to 13 megs. Nowhere near 100 !

Now to deal with these low speeds.

I will see if I can have any joy with a directional jagi aerial.

It’s obvious that I will have to report NOS to Anacom if this persists.

Hello @MarcusK, 

We regret the delay in our response.
We ask that you send us a private message with your NOS customer number to @Fórum, please.

Thank You

PM sent. 

My speed is still only about 7 meg . Nowhere near 100meg.

Of course, if I knew where the transmitter is, I could do something about it.

My signal is 3-4 bars and the router diagnosis figures are reasonable. I think NOS is not sending me 100 meg speed in the first place.

I tried to get this improved to nearer the previous contract 20meg  but all I had was the run around between different tel numbers at 30c/min or more and gave up wasting money, time and patience.

It’s even more difficult because I don’t yet speak Portugese very well.

Anyway, can someone explain the complaint procedure with Anacom? I think it would be better if they dealt with NOS.