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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,

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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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!

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!

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

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

M
Reputação 1

Will let you know ASAP.

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

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

Hi @MarcusK,

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

Thank you

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M
Reputação 1

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)

Ana P.
Reputação 7
Crachá +6

Hello @MarcusK, 

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

Thank you 

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M
Reputação 1

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.

Ana P.
Reputação 7
Crachá +6

Hello @MarcusK, 

We apologize for the delay and the inconvenience caused.:disappointed_relieved:

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

Thank you

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M
Reputação 1

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?

 

M
Reputação 1

So… still no progress after over a week of waiting but I have been asked to keep waiting for a contact.

Starting to look at a report to Anacom and the MEO satellite option...

M
Reputação 1

So, I have sent you my details twice.

How about you now send me the location of transceiver/ cell tower ID 405 012 so that I can align my router aerial?

Of course, if you want to send an expensive engineer out, that’s fine with me.

M
Reputação 1

I already sent you this days ago!

You are the third different person from NOS talking here.

I will send it yet again  again….

I never got any telefone call you promised on the mobile number I gave you days ago.

 

Be aware that your ongoing delays are additive to my cancellation period of the new 100meg contract.

Inês B.
Reputação 7
Crachá +2

Olá @MarcusK,

We need you to send us your client number and full adress where you’re using the Internet, so we can check what is happening.

Please send us this personal data through private message, at @Fórum profile.

Thank you

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M
Reputação 1

This is FIXED internet.

If they label it 100meg speed then it should be over 50 at least,  certainly not be 0.01 of it.

In the past I have had to switch it to 3G because it just used cut out totally on 4G with intermittent fast speeds.

I have tried the router in numerous places while checking the diagnostic signal strengths (RSSI, RSRP, RSRQ).

I now use an external aerial which provides an extra bar of signal on this old NOS Huawei E5172  router.

If I knew where cell number 405 012 is, then I could align things.

As it is I don’t even know if the 4G transceiver is on a Satellite or on earth.

Guimas
Classificação
Reputação 7
Crachá +2

OK, “Forum”  has said that they will contact me so I am now waiting for their call or email.

 

Meanwhile…. I am now subscribed to the 4G 100meg service.

What speeds can I reasonably expect up and down?

Fastest megs I got so far is 15 down, 11 up.

Slowest was 0.7 down, 2.3 up

Highly variable and nowhere near 100meg …!


This is normal speeds for mobile internet. Just gotta check the router is in the best place.

M
Reputação 1

OK, “Forum”  has said that they will contact me so I am now waiting for their call or email.

 

Meanwhile…. I am now subscribed to the 4G 100meg service.

What speeds can I reasonably expect up and down?

Fastest megs I got so far is 15 down, 11 up.

Slowest was 0.7 down, 2.3 up

Highly variable and nowhere near 100meg …!

M
Reputação 1

Amazing! This must be the lowest download speed available in 2020:

0.93meg Download

 

Yet the upload speed is 9.62meg… This means that the cell tower is receiving my signal just fine but is not returning it. That means NOS is throttling my service?!

 

M
Reputação 1

Actually, I don’t see why I should try to fix this myself. They should send out a technician!

Maybe NOS don’t want to hire a technician on Pico Island because it costs them $$$!

M
Reputação 1

Forgot to say: NOS had no problem giving me 20meg when I first started the contract…!

M
Reputação 1

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.

 

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