poor customer service

Looking at my mobile, 16990 tried to call me last night (monday) at 18:56 in the middle of dinner.

Surely NOS don’t telefone people during mealtimes after working hours?

Hello @MarcusK, 

We apologize for the delay and the inconvenience caused.

In the meantime, did you receive a new contact from us?

Thank you

So, I was contacted again and the technician lady said that she had “reconfigured the router”.

Right now speedtest.net shows  a ridiculously slow 2 meg download speed.

THIS IS NOT ACCEPTABLE!

The bars on the router are fluctuating down to 1.

She also did not tell me where my nearest transceiver is.

If someone were  to tell me where cell ID 405 012 is, like I keep damn well asking,  I could finally adjust my external  f%£&%ing antenna at last.

As it is, I am one step from dumping NOS.

I hereby give NOTICE TO QUIT, unless you properly fix my speed.

Hello @MarcusK, 

We apologize for the delay.
We already answered you by private message. 

Thank you 

So, NOS promised to “do another anlysis” and asked for the best time to call me.

Here is my reply to them:

“I would rather be informed by EMAIL to: xxxxxx@xxxx.xx
of the outcome of the anlysis, in Portuguese.
This may become a legal matter and voice communication is of no use .

I suspect that the real problem is that you do not have the bandwidth to supply your advertised speeds.
As there are two fixed internet services, the 30 and the 100, and I subscibed to the 100, I expect the speed to be consistently OVER 30, obviously.
A map reference of cell ID 405 012 would help me to better position the antenna if necessary.
With regards, MarcusK
(Copied to the forum)

Hi @MarcusK,

Check your inbox please, we answer you through private message.

Thank you

Hello Inês. Yes, you said:

“Hi MarcusK, The situation was clarified by our costumer service on november 24 contact. Unfortunately we can't send you a written response by email. Thank you, Inês B. “

What the tech lady said to me on 24 Nov. was to wait an hour before going on the net and testing it.

I did that and it shows no significant change. Speed is still only average 7, with occasional  max of about 15 and a min of about 2.

That’s not even half of a 30 meg service! The one I am subscribed to is the 100meg!

As you no doubt claim to be  a law abiding company,  you must be able to state the minimum legal speeds you are required to supply?

For example, what minimum speed can paying customers expect from your 100 meg service???

That is a fair question that I am sure many people would like to have answered, yes!?

It’s also a question NOS MUST have an answer to, or you would not be able to comply to the law.

Olá @MarcusK,

In order for us to call you again, to help in this situation, please confirm us through private message your preferential time. You may need to be next to your equipments.

Thank you

Will let you know ASAP.

Last night I suggested between 10-11 in the morning today and gave the number but no one called.