Exmos Senhores,
NOS Customer Support,
I started working with NOS in 2021 due to the absence of MEO coverage at my new home. At the time, my monthly payment doubled from €20 to €40, with promises that I could renegotiate the rate within a few months. However, in the years since, my bills have only increased—most recently, in 2024, multiple price hikes have been applied.
Despite these rising costs, the service provided has been consistently unacceptable:
1. I still do not have proper Wi-Fi coverage at home, with zero signal in key areas like my bedroom.
2. I was repeatedly misled into paying additional fees for equipment that promised to improve coverage, only to find that I was charged monthly for it.
3. When I finally canceled this additional equipment, NOS failed to communicate that I would lose all access to Wi-Fi, forcing me to call again to have the service restored. On top of this, every time I contact your operators, I receive incomplete, misleading, or outright false information. I’ve had to waste hours of my time chasing answers, questioning processes, and following up on issues that are entirely NOS's responsibility—such as proof of returned equipment, unexpected charges, and reactivation of my service. All this results in hours of my time spent to do the job NOS has to do.
Additionally, I’ve received repeated messages claiming that you "called but couldn’t reach me," yet I have not received any calls. After leaving a complaint on your site, I was informed that my issue was "resolved" following a discussion with me—again, a call that never happened
I am done with this unacceptable level of service. I am paying €50+ per month for a Wi-Fi and telephone service that is unreliable, incomplete, and far from what NOS has promised. I refuse to continue paying for a service that does not justify its cost, nor will I tolerate the continued inconvenience and lack of transparency.
I demand an immediate resolution to terminate my contract without penalty. NOS has failed to deliver the agreed-upon service, and I will not continue under these conditions.
I expect a prompt response to this matter, and I am prepared to escalate my complaint further if necessary.
Cumprimentos,
Liudmyla Deineko
C848971675
