Velocidade de internet muito lenta e cartões SIM não funcionam

We have been without internet service since Monday, 13th of April, provided by NOS.

On initial contact with NOS customer support, we were informed that there was ongoing work in our area and that the disruption would be resolved shortly. Relying on this information, we awaited restoration of service. However, no resolution occurred.

Shortly thereafter, I observed that the fiber optic cable had physically detached and was hanging at a dangerously low height. Given that this has repeatedly been the underlying cause of prior service interruptions, I contacted NOS again on 15th April to verify whether any legitimate works were in fact being carried out in the area. The agent did not confirm any works and instead stated that a technician appointment would be required.

I explicitly informed customer support that the issue was clearly visible, physically verifiable, and consistently related to the same external line fault. Despite this, NOS scheduled a technician visit only for 20th April, creating an unreasonable delay of five days for a known and recurrent infrastructure fault.

Due to the immediate safety risk posed by the low-hanging cable over a public road, we were compelled to contact DST Telecom directly. DST responded promptly and corrected the physical installation within 18 hours. However, despite the external infrastructure being fully restored, internet service remained inactive.

DST explicitly indicated that reactivation of service falls within NOS’s responsibility.

We therefore contacted NOS again on 17th April requesting immediate reactivation of service. We were informed that no action could be taken due to an already scheduled technician visit in their system. This response is wholly inadequate, operationally unjustified, and demonstrates a failure to take reasonable remedial action following the restoration of physical infrastructure.

This situation reflects a serious and recurring failure in service management, fault response, and coordination between NOS and its infrastructure provider. It is unacceptable that a service provider with the technical ability to remotely diagnose and restore connectivity refuses to do so based solely on internal scheduling constraints, particularly when the physical cause of the outage had already been resolved.

As a result, we remain without service for an extended period, causing material disruption to our business operations, including financial loss and reputational harm. These consequences arise directly from repeated failures in maintenance, response time, and operational coordination.

We formally request immediate restoration of service, a full investigation into the repeated failures affecting this line, and appropriate corrective measures to prevent further recurrence.

You gotta wait for the appointed technician, thats all. Thats how the ISP works, its normal behaviour. Nothing can be done remotely.

Hello, ​@Pjotr van Rijn 

Thank you, Guimas, for your in-dept and well thought of response. However, I would like to restrict this conversation to facts. NOS has remotely accessed our modem before, concluding that the problem was with the cable, and right away making an appointment with DST which resolved the issue within a day.

This is normal behaviour, and to be expected from a contracted service. With the electricity and water company they will fix it right away also and even compensating for the loss. It's not normal nor professional to just to hang a fiber cable in a couple of trees and when it, of course, breaks just leave the customer also hanging (pun intended) with a non-functional internet connection. It's NOS responsibility to do everything in their power to ensure a stable connection. it’s very apparent it's easily within the power of NOS as DST always fixes the issue within 24 hours. This leaves the only option that NOS is delaying the solution either by negligence or by choice.

The technician is scheduled, as is also possible to see in your system. A week without internet is not at all acceptable for a business that has customers being reliable on this. I'm sorry, but in contrast to what I understand is your perspective, for us it's not at all normal to neglect on delivering on promised and contracted services. 

There is so much information i can give.

DST is not an ISP. That allows them to have someone available more quickly than an actual ISP, which operates in a more complex environment. To give you some perspective, as someone familiar with the situation, there are currently people waiting around one month for a technician appointment. The effects of the Kristin storm are still being felt by ISPs, and a delay of five days is not unusual at all. I understand it’s a long wait, but it is what it is.

So, if the problem is physical, only a technician visiting your location will resolve the situation.

Therefore, saying “This leaves the only option that NOS is delaying the solution either by negligence or by choice” is incorrect. NOS does not have a choice, as all technicians are already scheduled with other clients until your assigned time slot.

So, everyone just has to wait for the technician—nothing more can be done.

Hope the text helps you understand.

Yes it's horrible that people have to wait for so long. That doesn't normalise the situation and only strengthens my point.  I'm sure these people are also still having to pay for the service they're not receiving? Whilst having lost so much? 

Again, the technician has never been able to solve it, and we've had many problems. This year we've not reported it on this forum because we directly contacted DST or NOS remotely checked our router and involved DST. We still had at least 4 times outages, but is was solved within a day. So once again, please, let's stick to the facts. NOS is the sole source of delay and inefficiency not because they can't but they won'r fix it. This makes "nothing more can be done" into "nothing more WILL be done", which is in conflict with the contract. This issue is also (again) reported with ANACOM and the provedor.

And why is there an incorrect recorded message on the phone stating there is work being done in our area? To make sure people don't call and get delayed even more? Doesn't strike me as taking the client serious

And dear Guimas, it seems you're not responding in a professional setting (not an employee of NOS). You're also not reading my messages properly and your statements are either flawed or not in line with the concern I'm stating. Please make sure your responses add value or consider refraining from sending them.

Good morning ​@Pjotr van Rijn

This space is designed for customers to help one another, so you may receive responses from other users who are offering assistance based on their own experience.
Since you have a scheduled technical service call, we ask that you please wait for the technician to visit your home to assess and resolve the issue.
The message “work in the area” appears automatically when there are technical interventions or network issues that may affect service in a specific area. The purpose of this message is simply to inform you that there may be temporary limitations and is not intended to prevent or delay your contact with customer support.
Thank you

Hi Rafaela, there is no work being done in my area as NOS told me over the phone. You can also confirm this in your system. In will await the response from ANACOM for a permanent solution of the recurring and damaging problem

Good morning ​@Pjotr van Rijn 

According to the available information, there are technical records that may indicate occasional network issues, even though these do not always correspond to visible physical work on-site or “construction” in the literal sense. These situations may be related to maintenance, optimization, or network outages.

Nevertheless, we value your feedback and will make a note of your report.
Thank you