3 Unresolved MEO complaint reference numbers regarding:
MEO broadband)
MEO app looping design, preventing logging the fault)
Very bad MEO mobile data and network at our house
We have a completely terrible experience with MEO customer service after the storm Kristin 27/28 January 2026. The wind tore the fibre optic cable from the MEO pole outside of our property, the cable is still connected to our house, but the other end is on the ground. For 19 days we were unable to report the fault on the phone or via the MEO app, as the calls put customers on hold (we were on hold for 4 hours and 20 minutes!), and then the call disconnects. We tried to report the fault on the MEO app, but it is designed to loop the customers back to automated calls. It guides you through the ´diagnostic´ steps, says that it cannot detect any faults in the area, and asks if I would like to speak to a technician "immediately".
Of course, we say yes, and a phonecall is coming in. But of course, there is no technician there to speak to, the system puts you on hold, AGAIN, for hours, and after 40 mins, 2 hours or 4 hours, it disconnects you! It is designed for blocking any customer reports from entering the system! So MEO is blissfully and deliberately unaware of any customer problems, they have NO WAY OF REPORTING THEM OR COMPLAINING!
On Thu 19 February 2026, in the evening, we eventually managed to get through to an assistant, RS. He was unaware of any problems, of course, and said that he would schedule an appointment with a technician for a visit. He put us on hold, and after a while he came back saying he has no appointments available! Then he said that within an hour, we would receive an sms with a date of the appointment. We requested to speak to a supervisor, but RS was reluctant to put us through, saying that the supervisor would repeat what he said.
We insisted, and he eventually connected us with supervisor JC. We explained to her that for 19 days it was impossible to report the fault, she said that the system showed that there was no fault in the area, but now suddenly, THERE IS A NEW fault in the area, and the problem is unknown, and therefore, we would be receiving no SMS. We pointed out that Rafael gave us different information, she repeated, that it was not possible, no sms with appointment date would be sent, and she is unable to tell us WHEN anyone would be doing anything to help us. She gave us a reference number for the broadband fault report and promised that she would prioritise it and ask a technician to contact us. This still did not happen.
We also explained to supervisor that the MEO app is looped and designed to prevent the customer from reporting a fault. JC went through the process with us on the phone, the MEO app still said that there is no fault recorded in the area ( JC was surprised as she clearly saw in her system that THERE IS A GENERAL FAULT IN OUR AREA). Then she realised MEO app offers a call back by a technician, and that it loops the customer to an automated phonecall with nobody to speak to, just puts you on hold. She said she was not aware of that either! So she created a complaint with another reference number (shown at the top of this message), but this ref. number does not show in MEO app for follow up. We also told her about the problem with the mobile network and mobile data at our house, making it IMPOSSIBLE to use mobile internet for work, and particularly for video calls! We have another (3rd) reference number.
We then received a call from a technician N re. the quality of the mobile network, he was surprised to hear that we practically do not have even 4g, we get E and very often the mobile data disappears altogether, and MEO mobile network has 1 or 2 bars or disconnects altogether. As he was talking to me on the phone, his call disconnected, and he never called back! I tried calling back to the technical support number he called from (16209), but it put me on hold and there was no answer for over 40 minutes, so I gave up!
AFTER ALMOST A MONTH OF NO MEO SERVICE AND NO POSSIBILITY TO REPORT IT ON THE PHONE OR OVER MEO APP, WE STILL HAVE ABSOLUTELY NO SUPPORT AND NO INTEREST FROM MEO IN RESOLVING THE PROBLEM! VODAFONE AND NOS CUSTOMERS IN OUR AREA ALL HAVE SERVICE RESTORED. MEO IS DELIBERATELY SABOTAGING ITS CUSTOMERS, ITS TECHNICIANS ARE NOT COMMUNICATING WITH THE CUSTOMER SERVICE! A CUSTOMER SERVICE ASSISTANT TOLD US THAT TECHNICIANS DO NOT UPDATE THEM OR CUSTOMERS ON ANY PROGRESS, AND MANY CASES HAVE BEEN REPORTED BY CUSTOMERS WHEN TECHNICIANS DO NOT SHOW UP FOR APPOINTMENTS AND CLAIM THAT CUSTOMERS WERE NOT AT HOME! THIS IS CRIMINAL BEHAVIOUR, AND NOBODY IN MEO MANAGEMENT SEEMS TO CARE ABOUT THIS FRAUDULENT AND NEGLIGENT BEHAVIOUR OF THEIR EMPLOYEES.
WE WORK FROM HOME AND HAVE BEEN UNABLE TO DO EVEN BASIC CALLING OR ACCESS THE INTERNET. FOR IMPORTANT BUSINESS CALLS, WE HAD TO DRIVE TO ALCOBAÇA AND SIT IN THE CAR WHILE WE MADE THE CALLS. WE HAVE LOST WORK CONTRACTS BECAUSE OF THIS NEGLIGENT ATTITUDE OF MEO MANAGEMENT! WE WILL BE TERMINATING OUR CONTRACT WITH MEO, AS MANY OF OUR FRIENDS AND NEIGHBOURS ARE DOING RIGHT NOW. ABSOLUTE SHAME!
