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Help | UZO

UZO helps you whenever you have doubts or questions.

Technical Support

  • I can't access the Internet 

    If you have trouble accessing the Internet at mobile phone, follow these troubleshooting steps:

    - Check to see if mobile data is turned on

    - Checking for Networking

    - Check if you have balance available

    - Turn off and then turn on the mobile phone


    If the problem persists, call thehelplines(see the rate schedule).

  • I can't make calls

    If you're having trouble making voice calls, follow these steps:

    • Check that the card has enough funds for the desired call
    • Check if you have a network - a lack of network could be the source of the problem. It can be a situation of momentary unavailability that occurs more frequently at "peak times", in large cities and surrounding areas, in catastrophic situations (major accidents) or at events where a large number of users flock to a restricted area.
    • If the call is to an international number, make sure the country code is correct and that international calling is enabled on your mobile phone
    • Insert the SIM card SIM mobile phone if it works, the problem is with the device.


    If the problem persists, call theHelplines(see therate schedule).

  • Themobile phone website isn't working

    To try to resolve the issue, follow these steps:
    • Restart your mobile phone→ Turn off your mobile phone. If possible, remove the battery and reinsert it. Then turn your mobile phone back on.
    • Try another charger→ Use another compatible charger. If it works, the problem is with the charger.
    • Check the SIM  card SIM Make sure the SIM card SIM inserted properly.
    • Try another one SIM → Insert another card SIM at mobile phone. If it works, the problem is with your card. If it's damaged, request a replacement duplicate SIM Card.
    • Check your signal→ If the signal is weak, move to a different location, go near a window, or hold your mobile phone higher.
    • Check the sound →Make sure your mobile phone on silent (mute) and that the volume is turned on.
    • Check the settings at mobile phone → Make sure call forwarding is enabled. Check to see if the mobile phone has the latest software.

    If the problem is with the device, find out how tosend your mobile phone repairor what to do in case ofa manufacturing defect.

  • Equipment Warranty Terms and Conditions

    Equipment and accessories purchased on or after January 1, 2022, come with a 3-year warranty*.
    Always keep your receipt and warranty document as proof of purchase.

    Situations not covered by the warranty
    The warranty does not apply to equipment that:

    • The warranty period specified by the manufacturer has already expired
    • Whether they were used incorrectly or mishandled
    • Show signs of damage, physical damage, or contact with liquids
    • Have defects that are not covered by the manufacturer's warranty
    • Do not have proof of purchase (receipt or warranty)

    *NOTES:
    - Warranty for equipment purchased by December 31, 2021 → 2 years
    - Warranty for equipment purchased on or after January 1, 2022 → 3 years 
    - If you are customer → 2-year warranty

  • How to send mobile phone for repair

    To request technical assistance, please send this document, duly completed and signed, along with the defective equipment and its warranty documents (if the warranty is still valid) and a copy of the proof of purchase. 

    The shipment must be made to the address of the postal service or technical assistance of the brand that you can consult in the document above. 

    Equipment models with the designation TCL are manufactured by Alcatel, so they should be sent to the company's address.

    As for equipment with the Altice designation, the S43 model should be sent to Alcatel's address and the S13, S14, S23, S24, S33, and S34 models to Mobiwire's address.
     
    This service is free of charge, except if the equipment is no longer under warranty or warranty conditions (see Equipment Manual).

    The cost of the repair is invoiced by the manufacturer by post upon receipt of the mobile phone.

  • Manufacturing defect conditions

    If you notice any anomaly in the equipment within 30 days of purchase, you can request an exchange by sending the complete package, just as it was delivered to you, to the following address:

    Free Shipping Parcels 104
    Póvoa de Santa Iria EC
    2626-961 Póvoa de Santa Iria
    (Always ask for the receipt that proves that your order was sent).


    In order for the product to be exchanged, the Customer must ensure that the packaging of mobile phone is complete (box, instruction manual, guarantee certificate, terminal and accessories), containing all the components that make it up, in excellent condition. If the product includes a gift, this must also be returned. If this does not happen, the return will not be accepted and the product will be sent back to customer.


    You must attach copies of the following documents:
    - Copy of the sales invoice for mobile phone;
    - Copy of the document proving receipt of the mobile phone or product;
    - Checkup sheet included with the product.


    If any of the elements referred to in the previous paragraph are missing or if any of the components are not in excellent condition, no refund (price or postage) will be made and mobile phone or the product will be sent back to the Customer.

  • Equipment Return Policy

    Equipment may be returned in the following situations:

    Non-in-person purchases (online, door-to-door, by phone)
    In accordance with the law (Decree-Law No. 24/2014, of February 14), you may return the equipment within:
    • 14 days after delivery or installation
    • 30 days of door-to-door sales
    You can return the product if it doesn't meet your expectations.


    In-person shopping (in-store)
    Under the law (Law No. 24/96 of July 31), you may return the equipment within 7 business days of purchase.
    • A return is possible if the information is insufficient, unclear, illegible, or questionable, thereby preventing the equipment from being used properly


    In-person and online shopping
    Under the law (Decree-Law No. 84/2021), you may request:
    • Exchange or return of equipment with a refund within 30 days of delivery
    This applies when the product has a problem or does not meet specifications.



    To return the equipment to UZO, the packaging must be complete and in good condition, including:
    • Cashier
    • Instruction Manual
    • Warranty Certificate
    • Equipment
    • All accessories

    You must also submit:
    • Completed return form
    • Purchase invoice

    Send to the following address:
    UZO – Free Shipping Order No. 104
    Póvoa de Santa Iria EC
    2628-001 EC Póvoa de Santa Iria

    Shipping is free. Place your order and keep the CTT shipping receipt.
    If the package included a free gift or promotional item, you must also return that item. Otherwise, the return will not be accepted, and the product will be sent back to you.

  • I can't send or receive MMS

    If you have trouble sending or receiving MMS messages, try the following troubleshooting steps:

    • Check if the card has an available balance
    • Confirm that the MMS service is active
    • Check that mobile data is connected(Applications > Settings > More... > Mobile Networks > Use packet data)
    • Test the SIM card SIM another mobile phone. If it works, the problem is with the device.
    • If you are unable to receive MMS messages, check to see if your SIM card memory is SIM , and if it is, delete some messages (Settings > General > Memory)
    • Check that you have the message center configured correctly (+351 962 100 000) in Configure equipment > Communicate - text > Configure text

     

    If the problem persists, call the Support Lines (see rate schedule).

  • I can't send or receive text

    If you have trouble sending or receiving text, try the following troubleshooting steps:

    You cannot send

    • Check if the card has an available balance
    • Confirm network
    • Confirm that the message center is configured correctly (+351 962 1 ) in Configure equipment > Communicate - text > Configure text
    • Test the card in another mobile phone. If it works, the problem is with the device.


    You cannot receive

    • Confirm network
    • Make sure that the number sending the text is not on the device's spam list
    • Check to see if the SIM card's memory SIM full—if it is, delete some messages (Settings > General > Memory)
    • Test the SIM card SIM another mobile phone. If it works, the problem is with the device.

     

    If the problem persists, call theHelplines(see therate schedule).

  • Configure mobile network with automatic search

    Set the network selection to automatic as follows:
    • Devices runningiOS: Settings > Mobile Networks > Network Selection = Automatic
    • Devices running theAndroid operating system: Settings > Connections > Mobile Networks > Network mode = Auto connect

  • Best Practices for Optimizing Your Internet Connection

    See all our recommendations to make your internet connection faster and with better quality:
    • Whenever possible connect to your router through an Ethernet cable, this way you can have a faster and higher quality connection.
    • If you can't connect to your router with an Ethernet cable, try to stay close to your router. WiFi signal decreases when there are walls, tiles, mirrors, and other objects between the router and your location.
    • Avoid placing your router behind other objects, in confined spaces such as shelves, or close to the floor or allowance.
    • If you have equipment connected to the internet that is not being used, turn it off. The bandwidth of your internet access is distributed among the various devices connected at the same time.
    • If you have two Wi-Fi networks—one at 2.4 GHz and the other at 5 GHz— choose the 5 GHz network when you’re near the router, as it will provide a faster connection; in areas farther from the router, connect to the 2.4 GHz network.

  • Factors that can influence Internet speed

    There are several factors that condition the speed of data transfer between your computer and the server where the information you are consulting is located.
    These factors include:
    • Technology and type of physical access contracted: fibre or 3G/4G/5G internet;
    • Type of connection used between the computer and the router (a UTP category 5e or higher ethernet cable and/or the use of a supported WiFi standard is recommended);
    • Connection port between the router and your computer (the PC and router should have GbE ports for speeds of 100 Mbps or more);
    • Activity on the local network, namely other users connected and using the Internet;
    • Computer hardware: CPU, RAM, disk type, network connection card, etc;
    • Computer software: installed operating system and its IP settings, drivers version, DNS configuration, etc;
    • Type of browser used to access the Internet;
    • Speed of the servers where the content you want to access is hosted (transit, direct peering, public peering, cache);
    • Applications that are simultaneously running on the computer, as they can decrease the available data processing capacity;
    • Computer power management options, because when active they can decrease the processing capacity.


    Learn more about the factors that can affect your internet speed.

  • Most common obstacles and interferences when connecting to WiFi at home

    Obstacles have an impact on the quality of the WiFi signal in your home. Ideally, the router should not be in a corner, near the floor or allowance, inside a cupboard or behind other objects.
    Other objects such as mirrors, tiles, walls and floors (thickness and quality of construction), as well as the material used in the construction also have an impact.