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Mobile PEN fault - MEO Help

Do you need technical support with your PEN or mobile router, or is your PEN faulty? Here's how to fix it.

For quick support, use the MEO Digital Assistant

For quick support, use the MEO Digital Assistant

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We have more ways to help you. If you can't find what you want in our Help articles, use our other digital channels, such as the App my MEO and the Digital Assistant, or contact us at support lines.

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Equipment problems

  • My flash drive or router doesn't work

    If your device doesn't work, you can send it in for repair. 

    Before sending your equipment in for repair, carry out the following checks:

    • Turn the equipment off and on 
    • Try another charger of the same type (compatible) in your device - if it works, the problem is with the charger and not the device
    • Make sure the SIM card SIM inserted correctly
    • Check the sound volume - make sure you haven't activated a mute profile and that the volume isn't low
    • Check the Settings to see if any call forwarding options are active
    • Confirm the software update or reset.

    If the problem persists, send the device in for repair:
    • Ask a courier to collect the equipment
    • Send by post
    • Visit aMEO Storethat offers technical support

    If you need further clarification, contact customer Support(see plan), or, if you are a customer MEO Empresas , use the Helpline at MEO Empresas (see the plan).

  • Sou Smart Line (Technological Support)

    You can call the Sou Smarthotline (see the plan) at any time of day to resolve problems or answer questions related to your tech devices (computer, smartphone, tablet, Smart TV, game consoles, printer, and others), without leaving home.

    Call the Sou Smart hotline (see plan) and speak with a technology specialist, who will assist you in resolving your problem or answering your question. If necessary, the specialist can remotely access your computer—with your permission—ensuring a faster and more effective resolution.

    If it is not possible to solve the problem online, you will be referred to a pcmedic laboratory(find out where the laboratories are located). You can also arrange for a technician to visit your home (mainland and islands), which will have an associated cost (you will always be given an estimate beforehand).


    Examples of services provided:
    • Configure your device for better range of wireless network connections
    • Synchronize information between the various devices in your home
    • Update devices with the latest versions and configurations
    • Tips for use and good practice in new technologies
    • Detecting and resolving malfunctions in computers, equipment and IT platforms
    • Install, configure, update and customize the operating system
    • optimise, install and update drivers and hardware components
    • Detect problems associated with installed hardware
    • Installing peripheral equipment (printers, scanners, etc.).
    • Recovery of corrupted data

    Before you call, prepare yourself:
    • Have your landline or mobile phone number handy, or any other information that identifies you as MEO customer
    • For more information see the service conditions and the general conditions of Total Support.

  • Send a USB flash drive or router for repair—pickup by courier

    If your equipment has broken down, you don't need to leave home to get it repaired.

    You can call 961002222 (weekdays from 9:00 a.m. to 10:00 p.m.). Schedule a pickup of your device at the address you provide, and we’ll deliver a loaner device to you while yours is being repaired.


    Cost of this service:
    • Relay travel and equipment loan costs €15 (VAT included)
    • The call costs the same as a local call

    In addition, the repair of your equipment may incur costs if it is outside the warranty period or conditions. In these situations you will be contacted by MEO.

  • Send a USB flash drive or router for repair - by mail

    Do aquick checkbefore sending your equipment in for repair.

    To send it by post, you must:
    • Fill out and print theform
    • Please send a copy of the purchase invoice and the printed form along with the defective equipment.
    • You should pack your equipment carefully so that it doesn't get damaged.
    • Send to:
    MEO - Serviços de Comunicação e Multimédia, SA
    SOS mobile phone - Postal Assistance
    Apartado 14130
    1064-002 Lisbon


    At the end of the process, the equipment will be mailed to the address indicated on the form.

     

    If the equipment is no longer covered by the warranty period or warranty conditions, we will inform you of the cost of the repair. If you do not agree to pay this amount, or if we are unable to contact you, the repair will not be performed, and your equipment will be returned to you by mail at no cost to you.

  • Knowing the repair status of my internet equipment

    If you have sent your equipment for repair and want to know what condition it is in:
    • Contact customer  Support(see plan) or customer Support atMEO Empresas (see plan).
    • Go to aMEO storethat offers technical support