Dear NOS,
Following notice of my upcoming house move, I contacted NOS in advance to provide the required 30 days’ notice period, as outlined in your terms and conditions. Despite this, my internet service was disconnected just one week later. As I work remotely from home, this has caused a significant disruption to my ability to perform my job.
I visited your Lagos store to resolve the matter and was informed that an engineer would need to visit the property to restore the service—scheduled a full week after the disconnection. When I raised concerns about this delay, I was told nothing could be done other than arranging a call within 24 hours. No such call was ever received.
Upon returning to the Lagos store, I was met with no apology, no empathy, and no meaningful solution. Instead, I was offered an additional router, but only if I agreed to pay €50 for a new SIM contract, with no assurance that this cost would be reimbursed. Unsurprisingly, I declined. I was then advised to contact the helpline, which provided no practical assistance and simply stated that a supervisor would call me back with an extended wait time of 48 hours.
As of today, the issue remains unresolved: I have no internet connection, no apology, and no recognition of the impact this has caused. The level of customer service I have experienced has been extremely poor—eager to sell services, yet wholly unresponsive when genuine support is required.
I trust NOS will take this complaint seriously and provide an immediate resolution to restore my service, along with an explanation and formal apology.
