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

I've no idea what you mean with this, but I wonder if you know my details and can access my client records. Therefore I don't know if this information has anything to do with my case. Your colleague however could confirm that there is no work done in my area and he did access my client details.  

This is a public forum. Im trying to explain how things work to you ( in a not professional setting obviously because again .. this is a public forum 😂😂), but you refusing to understand or think my information doesnt add value, ********. Maybe next time you use a forum, think maybe people will comment things you will agree or might not agree. Thats your problem. If you think people’s information on subjects does not help, thats because you only want to complain and not actually get help. 

This whole sentence from you is just sad. 

Also if my statements are flawed or not in line, please enlighten us on how … because this way it ads absolutely no value and if it was me, i would refrain from sending them. 

Regards

Good afternoon everyone, 

​@Guimas  just a quick note to keep the discussion respectful.
Terms like “ignorant” are not in line with the forum guidelines.

​@Pjotr van Rijn since the cable has already been fixed, the service may still be inactive due to the open technician request in the system. In these cases reactivation is linked to the scheduled visit.
After resolution it may be worth asking for a full line review given the repeated issues.

Thank you

Dear Jorge C, thank you very much for the clarification. So if I understand it correctly the scheduled technician is blocking the activation of the internet. Would it be possible to cancel the scheduled technician and activate the service remotely, as has been done before? Kind regards

You can also try managing the appointment here https://i.nos.pt/fn-gerir-visita⁠. 

It may allow you to reschedule or adjust the technician visit, depending on available slots, which could help reduce waiting time.

After resolution it may still be worth requesting a full line review given the repeated issues.

Regards. 

Thank you, this link seems to take me to the homepage though. Would it be possible for NOS to cancel the appointment and activate the service?

Please try now 😊 

Great, it works 👍. So I have the option to cancel, can you activate the service when I cancel?

I'm just here to help I don't work for NOS. 

If they decide the visit is needed I suggest you accept. 

Thank you

You do realise that ​@Jorge C is just another client right? If you cancel the apointment then nothing gets fixed, This is not something that can be remotely resolved.

Hello, ​@Pjotr van Rijn 

In the my NOS App or at https://i.nos.pt/fn-gerir-visita⁠.  you can manage your appointment scheduling. However, you should not cancel it if the issue has not yet been resolved. 

We suggest that, when choosing the reschedule option, you check whether it is possible to move it to an earlier date. If any cancellations or new slots become available, they will be shown for selection.

If you have any further questions, please let us know. 
Thank you. 

So just to summarise for the provedor and ANACOM who also have access to this forum. The situation is not resolved, there is just the conclusion that the forum is not able (or willing in case of the employees of NOS, there is not even access to my client details) to solve the problem.

What I need is:

• activation of my internet service, we have already arranged ourselves that the cable is fixed with DST. (although this is not our responsibility, this is NOS's). We know the activation can be done remotely as this has been done before multiple times.
• A permanent solution for this recurring problem which has been going on for three years now. This means enhancement of the infrastructure to make sure that this problem will not happen anymore. 
• Compensation for damages, especially future damages. Our customers pay a high price to rent our house to work remotely. It is not acceptable for them to find themselves without internet which causes them to be unable to do their work. The damage differs but can go up to 100s of euro's per day depending on the customer. We have 132 only 5 star ratings, which is why we're always fully booked. A bad review caused by non-functional internet will directly impact our booking rate and cause massive financial damage, and I just received a message from the guests that they are leaving a day early because there is no internet. 

I decided not to continue the conversation on this forum because:

• There are no steps towards resolving my issue
• Information is incorrect, unbased or unrelated
• Most effort goes towards convincing me to accept a disfunctional internet, or wait until it gets fixed by itself. We also did this in the past, this indeed takes months.

Attached are some pictures of the infrastructure mentioned before. 

I would like to thank everyone for their effort. With this I will close this conversation.

Kind regards,

Pjotr van Rijn

These are pictures from this outage:

These are some examples or previous times: 

Hello ​@Pjotr van Rijn,

Thank you for your feedback regarding this issue.

From what we understand, you already have a scheduled service maintenance. 
It will only be possible to guarantee service operability after that. As such, we ask that you please wait for the scheduled date, or check my NOS for a more conveniente one. 

Let us know if there’s anything else we can help with. We’re always available to help here at Fórum NOS.

Thank you