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Why is NOS not updating existing customers to Fibre

  • February 11, 2025
  • 6 comentários
  • 54 visualizações
M

We have home internet with NOS.The connection is poor.

5 September 2024 NOS send and engineer to the house. Engineer apparently reports that we require Fibre to improve the connection.

We visit the NOS store where we are told to return in 6 months even though the NOS website indicates Fibre is available in our area.

Today we return to the NOS store. We are told to call NOS instead. We call NOS. After describing the issue to 2 agents we are told NOS is not upgrading existing customers to Fibre. Only NEW customers will be prioritised.

We are told there is no plan or timetable to upgrade existing customers to Fibre.

We are asked if we are happy with this response. We are told if we decide to move to another provider that is our choice.

Great Customer Service

Melhor resposta por Bruno Aleixo

if there is ftth they call you to change, if not you keep the instalation which is also fiber. 

what issues do you experience? 

um bem haja 

    6 Comentários

    Jorge C
    Super User
    Forum|alt.badge.img+4
    • Jorge CSuper User
    • Super User
    • February 11, 2025

    Good afternoon ​@Matthew Gill, 

    There are two types of fiber connections HFC and FTTH, probably you already have HFC. 

    Thank you.

    M
    • Matthew Gill
    • Autor
    • Kilobyte
    • February 11, 2025

    That might be the case but so what?

     

    the engineer from NOS tells us the issue is the performance is 30-50% of what we are paying for and the only solution is to switch to fiber. NOS tell us they value new customers more and we are left to move to MEO or Vodafone.

    Bruno Aleixo
    Super User
    Forum|alt.badge.img+1
    • Bruno AleixoSuper User
    • Super User
    • Resposta
    • February 11, 2025

    if there is ftth they call you to change, if not you keep the instalation which is also fiber. 

    what issues do you experience? 

    um bem haja 

    O amigo Bruno ajuda
    João H.
    Jorge C
    Super User
    Forum|alt.badge.img+4
    • Jorge CSuper User
    • Super User
    • February 11, 2025

    Good night ​@Matthew Gill, 

    I suggest you perform a speed test under the conditions described on the official website.

    Medir a Velocidade da Internet - Speedtest | NOS 

    Share feedback with the community.

    Thank you.

    João H.
    Guimas
    Super User
    Forum|alt.badge.img+2
    • GuimasSuper User
    • Super User
    • February 11, 2025

    That might be the case but so what?

     

    the engineer from NOS tells us the issue is the performance is 30-50% of what we are paying for and the only solution is to switch to fiber. NOS tell us they value new customers more and we are left to move to MEO or Vodafone.

    That is the way of the technician to put the blame on customer support and not fix the situation himself. Your service works also as 100%, same with fiber. So, if theres a problem they need to fix it.

    João H.
    Forum|alt.badge.img+6
    • João H.Gestor da comunidade
    • Gestor da comunidade
    • February 12, 2025

    Hello ​@Matthew Gill,

    Thank you for reaching out to us.

    Please let us know if you notice any issues with the service currently installed.

    Thank you 

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