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Change MEO contract - MEO Help

Want to increase your internet speed or add mobile phones to your MEO bundle? Find out what you can change and how.

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Contract changes

  • How do I check my contract information?

    A summary of your contract (European Contract Summary or Simplified Information Sheet) is available on the app my MEO or in the customer section atmy MEO.

    In this document you can find the contracted services, as well as the retention period, if any, and the start date.

    Contracts from before 2021 may not be available at my MEO. In that case, please contact customer Support (see the plan customer ) or MEO Empresas Support (see plan).

    Step-by-step on how to see contractual conditions:

    - App my MEO

    • In the Profile option, choose MEO account data

    • Select the account for which you want to view the contract details

    • In the Contract section, you can view the contract documents and your retention period

    Screenshot of the my MEO app my MEO the profile detailsScreenshot of the my MEO app my MEO the MEO account detailsScreenshot of the my MEO app my MEO the selected account

    - Area of customer my MEO > Click on Profile > In the Account Information section , click on Manage > Select the account by clicking on Sign In > Select the Contract option > View the Documents or retention period of your contract

    You can also view when your contract ends on your invoice. This information is available in the Additional Information field, after your invoice details.

  • How to apply to move home

    If you're moving home, take MEO with you! It's simple and quick.

    Some relevant information:

    MEO customer

    • You can apply online using the moving house form, if possible one month in advance (recommended);
    • Indicate the new address, so that we can assess which technology best serves the area of the new address;
    • You can keep your landline number as long as the change takes place within the same network group (e.g. 21 (Lisbon), 22 (Porto)...);
    • You will be contacted by our sales team with the best solutions for you.

    If you have any questions, ask tobe contacted by at no cost(click on the "Want to join?" chat).

    Learn about the process of moving house.

    If you don't have MEO yet, you can find the the best bundle for your new home.

    MEO Empresas customer
    •  Contact your manager
    • Call the Support Hotline at customer MEO Empresas  (see plan)
    Find out more about the relocation process.

  • How do I request a change of account holder in the customer area?

    To change the account holder online, follow these steps:


    my MEO App (customers Personal , Other Companies, and ENIs):
    1. SelectProfile
    2. Select the "Support Requests" option
    3. Click "Create Order"
    4. Select the "Account" topic customer
    5. Select the subject "Change Account Holder"
    6. Select an account 
    7. In the order details, provide the information for the new account holder (full name, tax ID number) 
    8. Fill out and sign all the required documents available for download, as well as a copy (front and back) of the Citizen Card for both the current and new account holders. If you have customer MEO Empresarial, please review all the documentation at the end of the article.
    9. Add all files
    10. Fill in or confirm yourcontact information andcreate an order.


    my MEO:
    1. Select Profile
    2. In the Support Requests section, select " Create Request"
    3. Select the topic and subject: 
      • Topic: customer account
      • Subject: Change account holder
    4. Select the account 
    5. In the order details, provide the information for the new account holder (full name, tax ID number) 
    6. Fill out and sign all required documents, as well as provide a copy (front and back) of the Citizen Card for both the current and new account holders. If you have customer MEO Empresarial, please review all the documentation at the end of the article.
    7. Click the " Add Files" and " Create Order" buttons.



    Business- customer s (Large Companies):
    1. Go to the menu:Support for customers > Orders > Create Order
    2. Select the topic and subject: 
      • Topic: customer account
      • Subject: Change account holder
    3. Select the account 
    4. In the order details, provide the information for the new account holder (full name, tax ID number) 
    5. Complete and sign all the documents. view all the documentation at the end of the article.
    6. Click the "Add Files" button and then "Create Request."

    MEO Empresas customers must be attached to the request:

    If you want to change the ownership of a Fixed Service:
      • Standard Form Contract with the New Account Holder's Information, Form C/1002618
      • Amendment to the contract: Mod.C/1001788
    • If you want to change the ownership of a Mobile Service:
      • Adhesion contract with the new owner's details: Mod.C/1002618
      • Contract amendment Mod.C/1001783


    Documents from customer:
    • Photocopy of the Corporate Tax Card or Taxpayer Card;
    • A copy of the commercial registration certificate or equivalent document (copy of company's NIF (TIN)) which shows that you have the power to sign the contract on behalf of the company;
    • Copy of the Citizen Card(s)/Identity Card(s) of the company representative(s), Passport or other identification document issued by a public body.


    The documentation sent will be analysed by MEO. The request can be followed up in the message box.

    When the change is complete, the new holder will have a new MEO customer number and will have to add the new account and services to the customer portal for online management. 

    If you have a mobile phone outside the bundle with TV and you want to change ownership, the customer who gives you the card must fill in and sign the contract change form.

    Learn how to add products in your customer account atmy MEO.

  • How can I exercise my rights as a data subject (GDPR)?

    To create a request to exercise the data subject's rights under the GDPR, follow the steps below:

    1. Download the data subject rights form
    2. Fill in the order fields
    3. Attach a scanned copy of the form you have completed and signed
    4. Click on Send request.

    After creating the request, wait for an email with the requested information.

  • Cost of moving home

    MEO customer:
    If you have a TV bundle from MEO with more than 18 months' loyalty, installation is free and you benefit from the campaign in force when you sign up.
    If you have a contract of less than 18 months, moving house costs €50.00 (including VAT). 

    Note: customers with a loyalty period of less than 18 months can benefit from exemption from this cost by subscribing to the MEO Care Electrical Assistance service. In this case, the amount of €50.00 (C/VAT) will not be charged, as long as the subscription to MEO Care takes place after the request to move house. This advantage applies exclusively to residential customers and does not replace other eligibility criteria.


    MEO Empresas customer:
    If there has been no request to change the installation of services in the last 12 months, the installation is free of charge. 

    If you have a telephone or internet service and have already moved premises in the last 12 months, the change will cost €25.00 (including VAT). 
    customer with bundle MEO with TV: €80.00 (incl. VAT).

  • Does my contract change when I move home?

    When you move home, the previous contract ends and a new one begins retention period, which varies according to the service you have contracted.

    • 12 months - Telephone services
    • 24 months - MEO bundles with TV or Net+Voz

  • How can I change the characteristics or installation location of my service?

    If you wish to make changes to your service installation (for example, add a MEObox or change the installation location in your home), please contact Customer Support at customer (see plancustomer ), MEOboxSupport at MEO Empresas ( see plan), or visit a MEO store and request that a technician be sent to make the change.

    This service is not free. Ask our assistants.

  • How and where can I take delivery of the equipment after the end of the contract?

    The fixed service equipment rented must be returned within a maximum of 30 (thirty) days of the termination of the contract.

    Once the " retention period" has ended, when you request cancellation of the service, you can return the equipment to any MEO store (select the "Technical Support" option). 

    Alternatively, you can schedule a courier to pick up the equipment. You can call MEO Customer Supportat customer(see plan), orcontact MEOcustomer Support atMEO Empresas (see plan)to (re)schedule the visit.

    The returned equipment must be accompanied by:
    - Complete packaging, equipment and documentation - equipment, accessories, terminal, charger, packaging, instruction manual, warranty certificate, etc.
    - Guarantee document (Invoice/Guide of assignment/Delivery note).

  • How to cancel my service

    The fastest and most convenient way to cancel is through the customer section atmy MEO (app or website). Please note that canceling your contract before the end of your commitment period may incur fees; see the exceptions.

    Before requesting a cancellation, we recommend that you check in the app at my MEO or in the “ customer ” section atmy MEO to see if the contract’sretention period has already ended, or, alternatively, contact Customer Support at customer (see the plan) or the Customer Support Line at MEO Empresas (see the plan).


    How to cancel the MEO service without having to fill out a form:

    • Log in to the App my MEO (customers Personal , Other Companies, and ENIs)
      1. Choose an option Profile
      2. In Order management select Support requests
      3. Choose Create order
      4. Choose:
        • Topic: customer account
        • Subject: Cancel contract
      1. Click " Continue Order"
      2. Choose the product to end
      3. Select theReason for cancellation and follow the steps
      4. If the reason for cancellation is theft or death, please attach the requested documents
      5. Accept the terms and conditions and select Next. An email will be sent to you with a verification code required to complete your order
      6. Enter the code and click Send


    • Use the area on customer my MEO on the PC

      1. SelectProfile
      2. In the Support Requests section, select "Create Request"
      3. Select: 
        • Topic: customer account
        • Subject: Ceasing services
      1. To proceed to the form, select Continue request
      2. Choose the product to end
      3. Select the reason for termination
      4. If the reason for cancellation is theft or death, please attach the requested documents
      5. Accept the terms and conditions and select Next. An email will be sent to you with a validation code required to proceed with the order
      6. Enter the code and click Send


    To cancel the service in the Business customer areacustomers Large Businesscustomers ):

    1. Enter the customer Business Area
    2. Go to the menu: customers Support > Orders > Create Order
    3. Select the theme and subject:  
      • Topic: customer account
      • Subject: Ceasing services
    4. To proceed to the form, select Continue 
    5. Select the service to be terminated
    6. Select the reason for termination
    7. Attach the necessary documents
    8. Accept the terms and conditions and click Next order


    After the order is placed, we will contact you (we may contact you by mail). 


    Alternatively, you can cancel the service via the Contract Termination Platform.

    This platform is aimed at all (non-business) consumers who have an electronic communications contract, with or without loyalty, and who want to terminate it by withdrawing. At the moment, the platform does not cover all contract termination situations (e.g. unemployment, emigration, breach of contract, among others). 

    Access the Termination of Contracts Platform and select "Start procedure". The request will be made in two stages: 

    1. Request for contractual information; 
    2. Request for termination of contract following the operator's response to the request for information.


    The use of GOV Authentication is mandatory to make the request on the platform. Have your ID card and authentication details with you. You will be redirected to the authentication service page authenticacao.gov, and the Termination of Contracts Platform will request the attributes necessary to confirm your identification document and verify the data entered. The information related to the requests will be sent to your email address.

  • Canusage allowance the Service in the event of the holder's death

    To request termination of the contract in the event of death, you must send the A copy of the contract holder's death certificate and a copy of the identification document of the person submitting the request.

    You can easily cancel the service through the app at my MEO or via your customer account atmy MEO, provided you have that service or product registered. Otherwise, you’ll need to visit a MEO store or register the service in question through your customer account before requesting cancellation.

    When the holder dies, but their relatives want to keep the fixed number, for example, they have to transfer the contractual position before requesting termination. Only then can they terminate the services they don't want to keep.


    App my MEO (customers Personal , Other Companies, and ENIs):

    1. SelectProfile
    2. Select the"Support Requests" option
    3. Click "Create Order"
    4. Select the"Account" topic customer
    5. Select the subject:Cancel contract
    6. Choosing a service

    7. Select the reason for cancellation:Death

    8. Documents required (Copy of the death certificate of the contract holder and copy of the ID of the person submitting the request).

    9. Choose the desired cancellation date
    10. If you wish, write a Description of the order
    11. Add all files
    12. Fill in or confirm yourcontact information
    13. Read and accept the cancellation terms, thenCreate Order.


    In the area of customer my MEO

    1. Select Profile
    2. In the Support requests section, select Create request
    3. Select the theme and subject:  
      • Topic: customer account
      • Subject: Ceasing services
    4. To proceed to the form, select Continue request
    5. Select the service you want to stop
    6. Select the termination reason Death
    7. Attach the necessary documents
    8. Set the desired date for termination of the contract
    9. Accept the terms and conditions and Proceed
    10. An email will be sent to you with a validation code required to proceed with the order
    11. Enter the code received
    12. Click on Send

    To cancel the service in the Business customer Area (customer Large Enterprises):
    1. Log in to the customer 's Business Area 
    2. Access customers support 
    3. Choose the Orders option
    4. Click on Create order
    5. Select the Type and Theme: 
      • Type: customer account
      • Topic: Ceasing services
    6. To proceed to the form, select Continue 
    7. Select the service
    8. Select the termination reason "Death"
    9. Attach the necessary documents
    10. Set the desired date for termination of the contract
    11. Accept the terms and conditions and click Create order

    Once the order has been created, we will contact you.

  • In what situations is it necessary to change the account holder?

    A change of ownership is the transfer of responsibility for an installed service to another person, without interrupting its operation.

    It usually occurs when properties are transferred, rented out, changes in the household or other similar situations.

    Here's how to changethe account holder.

  • Change of company owner to personal

    You will need to submit the following documents, duly completed and signed. Click on the links to open the forms.

    • Standard-form contract with the new account holder's information:Form C/1002607
    • Contract Amendment:Mod.C/1001788

    ID card of the new holder and the person signing for the old holder, and 1 of the following documents:
    • Copy of the commercial registration certificate or equivalent valid document in order to confirm who signs for the old customer Cessation of Activity, 
    • proof of cessation of activity issued by the General Directorate of Taxes and Contributions
    • Certificate from the Commercial Registry Office containing the entry "cessation of activity".