Update, I have now had to pay an extra 12€ to access, can someone please explain why

Hello @Emma Pears,

Could you gently tell us the name of your plan and some screenshots without personal data to understand better.

Thank you

Hi here’s some screenshots, I don’t know why but it’s restarted my data to and I just paid for it some days ago,my account said to recharge before April first, so I did, and then after I was still getting messages to top up by April 1st.

So then April 1st arrived and they cut the plan off, even though I was advised to charge before April 1st, I don’t know why I’ve had to renew my plan after 4 days, can I please get one of the 12€ refunded?

im not sure what plan as far as I know it is pay as you go. 
 

and in the account it says I should recharge by April 26th I can’t make sense of it.

thank you for the assistance

Can’t see both payments in the screenshots maybe one didn’t went trough.

Thank you

Here is a screenshot from my bank.

Additionally, you can see the account was topped up today, the tarring has restarted, and it shows on the screenshot I sent you from today “number blocked until account is charged” then I charged again with 12€ and the number was unblocked and I gained access to the internet again.

so the payment definitely went though and was deducted.

please help

I see here in the app it also shows the payment 

Thank you 
Emma

Hello @Emma Pears,
The way I see you pay March out of date so the system got confused.
You payed on 01/02 but after you pay only at 27/03.
There is a missing payment at the beginning of March, so 27/03 went to fix the issue.
Lets wait for the management team clarifies the issue of 01/04.
Thank you

Thank you, and additionally I did not understand that I am on some kind of contract to must be paying immediately, I am out of the country and I have a SIM card for Germany hence the reason I did not top up the NOS account. I bought this SIM card as it was my understanding that I pay as I go/need. 
 

Thank you for your help I will wait for an update. 
 

Kind regards

Emma

Bom dia @Mário P.,

Agradeço um  esclarecimento desta situação.

Muito obrigado

Hello @Emma Pears,

Thank you for reaching out to us. 

From what we can see, the explanation provided by @Jorge C seems correct.

So as we can further analyze this matter, please send us a private message to the @Fórum profile with your costumer number.

Thank you 

Hi there I sent the message when requested and did not receive any response from what I can see.

how long does it usually take to get a resolution for something so simple? 
 

thank you & kind regards,

Emma

We can't find your private message, @Emma Pears. 

Please send us a message again to the @Fórum  profile.

Thank you for your understanding 

Hi,

Thanks for the update I have sent it again I’m not sure what happened to my original message. 

kind regards,

Emma 

I have also just received a text saying my internet is running out and I should top up. I have put 50GB in the space of 5 days. 
 

is this some kind of error? 
 

thank you 

We've already found your message, @Emma Pears.

We will reply to you as soon as possible.

Thank you

Please note. I have now had my internet terminated when it shows I have 20GB. This is beyond stressful I am on a cruise ship and now having to buy Wi-Fi from the ship just to contact you to show you I’ve had my internet cut off when I have topped up twice  This week :( 

thank you

emma 

Hello @Emma Pears,

Thank you for your feedback.

In a cruise ship, your equipment is gonna establish a Satelite connection. You can check more information regarding the prices of the data packages here 

The app my NOS may suffer form delays in updating information of the data consumption.

Thank you

I am literally in netherlands and not on the other side of the world. 
 

i was in a cafe just some hours ago and my app is still delayed.

bot o lay that but as you can see I have put 50GB on here in the last week and NOS has taken that off.

Using 50GB in a couple of days is impossible.

please figure out my issue and tell me why all of my data has been removed in these last days. Or better yet just refund time for the 2 top ups I’ve done and I can top up my German sim card where I won’t have this kind of issue. 
 

thank you kindly 
Emma 

Not only that but as you can see I have put 50GB

Thank you for the feedback @Emma Pears,

Please send us a private message to the @Fórum profile with you NOS Costumer Number.

We’ll help analise.

Thank you

Hi

As you can in the above comments (this thread has been going for 4 days with now even more issues) I’ve already sent my number.

Thank you

Emma

We’ve received your private message @Emma Pears, and will reply to is as soon as possible.

Thank you

Hi can someone please advise how long this should take? I am absolutely desperate to get data back on my phone and there’s noway I can top it up again until I receive my salary.  (even though I shouldn’t have to) I’m not sure what is taking so long. It’s been days and days and all I need is the 25GB of data I had returning to my phone and the 12€ refund for the second amount I had to. I am not in between having to pay even more money to buy Wi-Fi on the ship I am which is crazy expensive. 
 

can someone please handle my case :( 

My work is affected everyday due to this error. Please help

thank you 

emma