Mobile and Broadband

What is included in the Mobile + Broadband plans?

Mobile + Broadband plan includes:

1. Mobile:

Mobile data that can be used in Portugal or EU countries. National minutes/SMS and roaming minutes/SMS within the EU. Data usage on the WOO app is not deducted.

Charging is based on minutes/SMS/MMS and in blocks of 100 KB for mobile data.

What happens if you run out?

Mobile data: You can continue browsing at a speed of 64 Kbps until the next renewal. To return to normal speed, you can purchase additional data in the app (3GB for €5), which is valid until the monthly renewal. Minutes/SMS: To continue making calls, you need to top up your balance for additional communications in the app (priced at €0.15/min/SMS/MMS).

2. Broadband:

Access to the chosen internet speed (100Mbps/200Mbps/1Gbps download and 100Mbps upload). State-of-the-art router provided on loan. Free maintenance of the router in case of proven malfunction. Free installation (if you choose a 24-month commitment).

Please check the conditions for other contract terms and commitments here.

 

 

Is there any contract term associated with it?

In the Mobile + Broadband and Broadband plans, you can choose a 24-month contract term where we waive the installation and activation costs worth €200. Additionally, you will benefit from a monthly tariff that includes a €5 discount per month for 24 months.

If you prefer, you can choose a tariff plan without a contract term or with shorter periods.

You can check other contract terms here.

 

How can I join?

It's very easy and quick!

Download the WOO App for free, choose the mobile + broadband, and then follow these steps:

  1. Enter the address where you want the installation to take place.
  2. Indicate whether you want a new number or to transfer your current number.
  3. Specify the date on which you want your service to be installed.
  4. Enter your personal information.
  5. Finally, confirm the payment method you want to use.
  6. That's it! During the installation, you will receive your WOO SIM card.

If you chose to keep your current number, you will receive instructions on how to initiate the number transfer when you receive the card.

Remember, temporary emails are not allowed for WOO subscription.

Can I join and keep my current mobile number?

Yes, you can transfer your number to WOO for free whenever you want (during enrollment or later).

When you receive your WOO card, you just need to send us the following documents:

    1. A photo of the filled and signed Portability Form. This form comes with your card and has filling instructions on the back.

    2. A front and back photo of your identification document (citizen card, passport, or residence permit). You can submit these photos directly in the App or send them by email to: manter@woo.pt

Within 3 days, you will receive an SMS with the date and time when we will transfer your number to your WOO card.

Click to watch a video with the steps to keep your mobile number.

Where can I find the Portability Validation Code (CVP)?

To transfer your number to WOO, you need to obtain the Portability Validation Code (CVP) from your current operator. The CVP is a 12-digit code that identifies your number with the operator.

You can find this information in various places: it is usually available on your invoices and in your customer area. You can also request it via SMS or through the automated customer service line. Another option is to visit a store of your current operator. Choose the method that is most convenient for you.

How does the payment process work?

With WOO, you always pay the same amount without surprises.

Every month, on the same day, we will renew your tariff and automatically charge the same amount using the payment method you set up in the App (PayPal, Debit/Credit Card).

The first month's payment will be charged the day after the Fixed Internet installation. Afterward, you will pay the same amount on the same day each month, and you can choose how you want to pay. You can check the exact date in the App.

What are the available payment methods?

The accepted payment methods are:

  1. Paypal - Every month, on the same day, we debit the same amount from your Paypal account.
  2. Debit/Credit Card - You can use your debit card, credit card (VISA or MASTERCARD), or a virtual card (MB NET), and we automatically debit the same amount every month.

You can change the payment method in the app whenever you need to.

What are the characteristics and functionalities of the router?

The latest generation routers we install have features that allow you to browse freely:

  • Intelligent Wi-Fi network with 2 bands to ensure that multiple devices always have the fastest connection possible.
  • Speeds up to 1 gigabit. If you choose this speed, you'll be able to download large files in seconds and browse the internet 5 times faster.
  • Performance that ensures optimized performance and stability for up to 50 devices simultaneously.

You can find all the characteristics and functionalities of the router in the app under the "Router Instructions" option within your Fixed Internet section.

Two other things you may want to know about these routers:

  • You can manage and configure the router and Wi-Fi network as and when you want, in the app under the "Manage Router" menu within your Fixed Internet section.
  • The router is provided on loan, and if you wish to deactivate the Fixed Internet service, it must be returned in good condition.

Do I have broadband internet coverage at my house?

You can check if WOO's broadband internet is already available at your address in the app, right after choosing the tariff you want to activate.

 

What is the coverage of the Broadband network?

WOO utilizes NOS infrastructure and is available in 4.8 million households nationwide. We are working hard to expand our fiber network.

You can check if WOO Broadband Internet is available at your address in the app, right after selecting the tariff you want to activate.

How does Power Wi-Fi work?

Power Wi-Fi is an intelligent system that ensures better Wi-Fi coverage in your home through the use of the best technology on the market: Adaptive Mesh Wi-Fi.

When you subscribe to the Home Internet service in the App, you can choose to add the most suitable package for you:

  • M Package: To enhance coverage in a specific area of the house (€3/month)
  • L Package: To guarantee Wi-Fi in 2 zones (€4.5/month)
  • XL Package: Ideal for large homes with multiple floors (€6/month)

The payment is automatically charged along with your monthly tariff and renews every month on the same day.

Does WOO mobile work abroad in roaming?

We have roaming agreements in over 120 countries where you can use your WOO mobile plan.

        1. In European Union countries, Norway, Iceland, or Liechtenstein:

You can use the included minutes/SMS in your plan and mobile data up to the limit set by the Community Regulation (EU) 2017/920.

You can check the available roaming balance in the EU on the home screen of the app. If you exhaust your data, you can continue browsing at a speed of 64Kbps until the next renewal, or you can purchase extra data: 3GB for €5, valid until the next renewal.

Check here for additional information.

        2. In countries outside the European Union:

Communications and data usage are not included in the plan. They are deducted from the additional communication balance, which you can top up in the app. Communications are charged based on the country you are in.

Check here for the list of countries and applicable prices.

WOO App while roaming:

The use of the app is free in Portugal and the EU. Outside the EU, the price per KB of the destination country applies.

 

What is the price of international calls?

Calls and SMS to international numbers are not included in the Mobile plan. Therefore, they are deducted from the additional communication balance, which you can top up in the app.

This balance has no expiration date, and you can track your balance on the app's home page.

The prices depend on the destination you want to call or send SMS to.

You can check the prices here.

What is the price of value-added services?

The Mobile plan includes only communications to numbers with prefixes 9x, 2x, and 30x (national 9-digit numbers with mobile, landline, and nomadic destinations).

Communications to numbers considered value-added or special numbers are not included in the Mobile plan and are deducted from the additional communication balance, which you can top up in the app. This balance has no expiration date, and you can track it on the app's home page.

The prices of these communications depend on the destination you want to call or send SMS to. You can check the prices here.

What is the speed of the Broadband?

The speed of the Broadband depends on the plan you have chosen:

        1. 200Mbps Speed:

The maximum upload speed is between 100Mbps and 80Mbps, and the download speed is between 200Mbps and 160Mbps. The normal speed (achievable 95% of the time) is between 190Mbps download and 95Mbps upload.

        2. 500Mbps Speed:

The maximum upload speed is between 100Mbps and 80Mbps, and the download speed is between 500Mbps and 400Mbps. The normal speed (achievable 90% of the time) is between 450Mbps download and 95Mbps upload. 

        3. 1Gbps Speed:

The maximum upload speed is between 100Mbps and 80Mbps, and the download speed is between 1000Mbps and 800Mbps. The normal speed (achievable 95% of the time) is between 900Mbps download and 95Mbps upload.

The actual speed depends on various factors:

  • Type of connection between the computer and the router (Ethernet cable, Wi-Fi/Wireless standard, supported WLAN).
  • Operating system and processing capacity of the equipment.
  • Number of connected devices and network utilization at any given moment.

If you want, you can perform a speed test on WOO.PT. If the result is lower than normal, please contact us through the chat.

You can find more information about accessing the Broadband here.

What happens when you deplete the balances of your tariff?

 

        1. Mobile Data

Even if you deplete your data allowance, you can still continue browsing, but at a reduced speed of 64 Kbps. This speed allows you to stay connected to the internet and perform basic activities such as sending or receiving messages on WhatsApp.

The reduced speed traffic is free, and you will return to normal speed when your tariff renews.

You can always get back to normal speed faster. Just purchase extra data in the app, 3GB for €5, which is valid until your tariff's renewal date

       2. Credits for National Minutes and SMS

If you deplete the included credits for minutes/SMS, additional communications will be deducted from the additional communications balance at a rate of €0.15 per minute/SMS. If needed, you can top up starting from €2.5 in the app.

You can monitor your balances on the home page of the app.

What is reduced speed?

At WOO, mobile internet never shuts off.

Even if you exhaust your data package, you can still browse the internet at a reduced speed of 64 Kbps. This speed allows you to stay connected and perform basic activities such as sending or receiving messages on WhatsApp or Messenger.

The reduced speed traffic is free, both in Portugal and in the EU, and you will return to normal speed when your tariff plan renews or if you purchase additional data in the App (3GB for €5).

Can I request an eSIM?

Yes, WOO supports eSIM now!

eSIM is a Digital SIM card that you can install on your phone using a QR code instead of inserting a physical card.

The eSIM can also be used as a second card. So, for example:

  • You can have a personal number and a business number.
  • You can have a temporary number.

To use an eSIM, you need to confirm if your phone is compatible. In the WOO App, when you subscribe to your mobile plan, this option will appear if your phone is compatible. If you choose it, you will receive an eSIM from WOO instead of a physical SIM card.

How do I install the eSIM?

Click to watch a video that explains step-by-step how to install the eSIM on your mobile phone.

 

What are the general terms and conditions of the service offer?

You can check the Terms and Conditions of WOO here.

 

 

What is VoLTE?

VoLTE (Voice over LTE) is a technology that enables high-quality voice calls to be made simultaneously with mobile data, without any restrictions on 4G internet speed.

 

What is Wi-Fi Calling?

Wi-Fi Calling is a feature that allows you to make and receive phone calls over a Wi-Fi network instead of using a cellular network. It provides a seamless transition between Wi-Fi and cellular networks, ensuring that you can make and receive calls even in areas with poor cellular coverage.

Which mobile phones are compatible?

Apple:

From iPhone 6S and above with iOS 13.4 or later.

Android:

Huawei: (Mate 20 Pro, Mate 20 X, Mate Xs, Nova 5T, P smart Pro, P30, P30 Lite New Edition, P30 Pro, P40, P40 Lite, P40 Pro, P40 Pro+) Oppo: (A53s, Reno4 5G, Reno4 Z 5G) Samsung: (Galaxy A20e, Galaxy A20s, Galaxy A21s, Galaxy A31, Galaxy A41, Galaxy A71, Galaxy Note 10 Lite, Galaxy S10 Lite, Galaxy S20 4G, Galaxy S20 Ultra 5G, Galaxy S20+ 4G, Galaxy S20+ 5G, Galaxy S9 DS, Galaxy S9+ DS, Galaxy Z Flip 5G).

How can I install VoLTE on my mobile phone?

Apple:

  1. Access the "Settings" icon on your iPhone.
  2. Select "Mobile Data" and then tap on "Options".
  3. Access "Voice & Data" and select the option "4G, VoLTE Yes".

Android:

The function is active by default.

How can I install Wi-Fi Calling on my phone?

Apple:

  • Access the "Settings" icon on your iPhone;
  • Select "Phone" and then tap on "Wi-Fi Calling";
  • Click on "Enable" to activate Wi-Fi Calling.

Android:

Wi-Fi Calling is active by default.

Is the WOO App available in the Huawei App Gallery?

The WOO App is available in the Android and iOS stores.

New Huawei devices, such as the Huawei P40 Lite, do not have Google services and have their own store called Huawei App Gallery. The WOO App uses Google services and does not work on the new Huawei devices.

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