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poor customer service

K
i reported a problem with my upgrade and decided to saty with my old deal. its been a month i have been calling them to ask to resolve the problem. every time i call they say someone will call me back in few hours but no one does. i cant believe huge company like NOS does this to its customers. now i think its time to change the service (heard MEO is far better then NOS) most importanly their customer service is atleat satisfactory. i also asked the person on the phone what is happing with me and requested to transfer the call to the manager. they never seem to help me.

Eu relatei um problema com o meu upgrade e decidi saty com o meu antigo negócio. tem sido um mês eu tenho chamado eles para pedir para resolver o problema. toda vez que eu ligo eles dizem que alguém vai me ligar de volta em poucas horas, mas ninguém liga. Eu não posso acreditar que uma grande empresa como a NOS faz isso para seus clientes. agora eu acho que é hora de mudar o serviço (ouvi MEO é muito melhor, em seguida, NOS) mais importanly seu serviço ao cliente é atleat satisfatório. Eu também perguntei à pessoa pelo telefone o que estava acontecendo comigo e pedi para transferir a ligação para o gerente. eles nunca parecem me ajudar.

34 Comentários

Inês B.
Reputação 7
Crachá +2

Hi @MarcusK,

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

Thank you

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M
Reputação 1

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.

 

Inês B.
Reputação 7
Crachá +2

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

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M
Reputação 1

Will let you know ASAP.

M
Reputação 1

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

Ana P.
Reputação 7
Crachá +6

Hey @MarcusK, 

We apologize for the delay in our response. :sweat:
In the meantime, did you receive our contact? We look forward to your feedback.

Thank you 

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M
Reputação 1

No, I have had no contact at all!

Believe me, my feedback is nothing to look forward to…

I suggest your tech person just tries to call me whenever they want to. I am not going to wait around for them  to NOT call me at a set time!

M
Reputação 1

Finally got to talk properly to a pro.

He said that the local cell is overloaded with too many people and he is reporting it. He hopes it will be upgraded in a month or two but can’t promise anything (beacuse of the weather on the island and the Covid situation)

Since it is their problem I would be within my rights to cancel the contract.

I will be staying for now but if the speeds don’t improve early next year, I may cancel.

So I was right! The slow speeds are because NOS doesn’t have the bandwidth installed to cope!

Inês B.
Reputação 7
Crachá +2

Hi @MarcusK,

Thank you for your feedback about the call you got from us.

We’re sorry for the situation. We’re working to provide a better Internet service to all of our costumers.

Regards

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