Temporarily suspend contract | MEO helps

Early termination of contract and suspension of service

Find out when you can cancel your contract during the retention period.

If you need to temporarily suspend your MEO service, find out in which situations you can do so:

• Loss of the site where the service is installed due to events such as fire or natural disasters
• Moving abroad
• Absence from home due to serving a prison sentence
• Absence from home due to disability, long-term illness or care dependency
• Unemployment
• Medical leave
  

The service holder (or, in the case of absence from home due to incapacity, their representative) can request the temporary suspension of the MEO service by initiating the request via the Helpline (see plan).

During the period of temporary suspension of the service, it is not possible to use the MEO services contracted, and no invoices will be issued. However, your contract remains valid and you must comply with the retention period. Likewise, in order to resume the service, the holder (or representative, in the case of absence from home due to incapacity) must contact the Helpline (see plan) to follow up the request for reinstatement, indicating the desired date.

NOTE: If the contract is suspended for more than 180 days, it will be canceled if the contract holder or their representative, in the case of absence due to incapacity, so requests. For more information, contact the Helpline (see plan).

How do I check my contract information?

Your contract summary (European Contract Summary or Simplified Information Sheet) is available on the app or in the my MEO customer area.

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

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Contracts prior to 2021 may not be available on my MEO. In this case, please contact MEO Helpline (view tariff) or MEO Empresas Helpline (view tariff).

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

- my MEO app

• 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 see the Contract documents and their retention period

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

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

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 Broadband+Phone

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.

view how to change the account holder.

Cancel my service

Canceling your contract before the end of your loyalty period may incur costs. exceptions.

We recommend that you check in the my MEO appor in the my MEO customer area, if the retention period the contract has already ended, or alternatively, contact customer Support (see the tariff) or MEO Companies Helpline (see the plan).

To cancel the service:

App my MEO customers Personalcustomers , 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
5. Click on Continue order
   
6. Choose the product to end
7. Select theReason for cancellation and follow the steps
8. Attach the necessary documents
9. Define the desired date of termination
10. 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
11. Enter the code and click Send

In the area of customer my MEO

1. Select Profile
   
2. In the Support requests section, select Create request
   
3. Select: 
• Topic: customer account
• Subject: Ceasing services
4. To proceed to the form, select Continue request
5. Choose the product to end
6. Select the reason for termination
7. Attach the necessary documents
8. Set the desired date of termination
9. 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
10. Enter the code and click Send

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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. Set the desired date of termination
9. Accept the terms and conditions and click Next order

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

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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.