General FAQs
How do I join Melita Mobile?
Joining Melita Mobile is easy and simple. You can keep your existing number or you can opt for a new Melita mobile number starting with 77. You can visit one of our retail outlets or authorised resellers and join the Melita Mobile family.
Upon joining you will be asked to register your details so that we can serve you better whenever you need us.
Why should I register my details with Melita mobile?
If we know who you are we will be able to help you better. One example is if you lose your SIM card we will only be able replace it with the same number if you were previously registered with us. There are many other benefits like being kept updated with the best tariffs and offers for you.
Which plan should I choose?
Pre paid plan (top-up)
A prepaid mobile plan is ideal if you are not a very heavy mobile user.
On a prepaid plan you will pay for your mobile calls, messaging and internet services in advance by topping up your prepaid account via top-up vouchers or online. You may purchase any of Melita's €5,€10, €20 or €50 voucher denominations from any of Melita retail outlets or authorised resellers. You may also top up online through My Melita (http://my.melita.com)
Will my credit expire?
No! Melita mobile's top up vouchers have no time window. The credit you purchase is yours to use whenever you want. All you need to do for your mobile account to remain active is to perform one outgoing mobile activity (make a call, send a message or use Melita's internet services) at least once a year. If you have consumed all your credit balance, you will have 90 days to top up again.
Is there a limit on how much credit I can top-up at any one time?
Yes, the limit is €250.
Post paid plan (Pay Monthly)
If you opt for a post-paid subscription you will pay for your mobile activity at the end of every month. This plan is targeted towards the mobile users who want to benefit from better rates. You will receive a bill at the end of your bill cycle period, which is linked to a 30 day period, of your actual usage.
There are three different Pay Monthly plans to choose from - M, L or XL. Each plan includes a monthly subscription fee, a number of benefits and access to a free mobile phone.
With Melita Mobile you can check your usage balance at any point in time by sending a blank sms to 16888.
How can I keep track of my usage?
Your usage patterns and itemised bills are available on line at all times. you can access them by registering for free to My Melita (http://my.melita.com).
How do I keep my existing number when joining Melita Mobile?
Whether you choose a pre-paid or post-paid plan, you can keep your existing number when joining Melita Mobile. The process is known as porting and our representatives at any of our retail outlets or authorised dealers will help you to port onto Melita's network.
Once the port-in process is complete you will receive a text message indicating that you are now a Melita active customer.
This service is provided free of charge. Please provide your ID card when applying for this service.
Do Melita mobiles come with a warranty?
A Melita purchased mobile is warranted for 24 months from date of purchase excluding the battery, and, charger, and other accessories which have 6 months warranty from date of purchase subject to the terms and conditions contained in the warranty card handed to you upon purchase.
The warranty only applies to products sold and distributed through Melita's retail outlets or authorised distributors.
The warranty applies only if the product has been used in accordance with the manufacturer's instructions under normal use and with reasonable care .
What type of mobile do I need?
Melita invested in a state-of-the-art 3G network. As a result of this, you require a 3G mobile phone to use Melita mobile's services. Melita offers a wide range of mobile devices at very advantageous prices or even free of charge depending on the plan you decided to subscribe to.
If I already own a 3G mobile do I need to purchase a new one?
If you are already in possession of a 3G device you can become a Melita Mobile subscriber by simply subscribing to any of our prepaid (top-up) or postpaid plans.
However your mobile device will only work if it is not SIM or network locked. If your device is network operator locked, the operator is obliged to unlock it at a pre-set price.
If I have a 3G handset and a Melita mobile SIM what must I do to activate my SIM?
If you are a prepaid customer you require a Melita SIM, a 3G handset and credit in your account.
Within each starter pack, you can find detailed instructions to activate your service and all other information required to make full use of your mobile service. After inserting the SIM into your phone, please set your mobile network settings to either "dual/automatic" or "3G/UMTS only""mode from the network selection menu.
Your Melita SIM will become active as soon as you do a call, top-up, mms, data session or any other activity.
What are security codes needed for?
Your phone is equipped with one or more codes to protect it against unauthorised use. The PIN and PUK codes protect your account in case your phone and/or SIM is stolen or lost.
If you enter an incorrect PIN code 3 times in succession, the SIM card will be blocked. In this situation, you will need the PUK code to unblock the SIM card. If you enter the wrong PUK code TEN times, your SIM card will be permanently blocked. You can always call Melita's customer care in case of difficulty.
Your security codes are printed on the inside of your SIM starter pack and are to be kept in safe place at all times.
Can I disable the PIN code request on my mobile?
On most 3G handsets you can deactivate PIN request. On most mobiles the process to deactivate the PIN setting is the following:
>Setting menu
>Phone settings
>General
>Phone and SIM Card
>PIN Code Request
>Off
What must I do if my SIM is stolen?
If you lose your SIM card, you must call Melita's customer care immediately and Melita will make sure that your SIM card is blocked instantly and order you a replacement SIM card.
What is End of Call Notification?
End of call notification is a unique feature for Melita mobile prepaid (top-up) subscribers. After each call you will receive a FREE message displaying the duration and cost of your call as well as the remaining balance in your account.
Will I know when I'm running out of credit?
If your credit reaches €2 or less, you will be reminded to top up every time before making a call. When your credit reaches €0.50c or under, you will also be reminded to top up as soon as possible after every SMS that you send.
How can I transfer credit to friends or family members?
With Melita's credit transfer service, you can transfer credit from your prepaid account to another Melita prepaid account by simply dialing 125 and choosing the option to transfer credit to a family member or friend.
You can transfer either €1 or €2 and up to €15 daily
Can I bar calls ? (Call Barring)
You may choose to bar certain calls either from your mobile settings or through the Melita mobile network.
By calling customer care you may request the following to be barred:
- SMS
- International
- Roaming
- Voice
Alternatively, call barring can also be activated through your phone settings. This enables you to restrict or bar certain or all types of calls to and from your mobile phone, i.e. outgoing calls, outgoing international calls, incoming calls. Barring is activated with a personal code.
An example of call barring from your mobile phone is as follows:
Select Menu > Tools > Settings > Call barring.
Scroll to the desired barring option, and to request the network to set call restriction on, select Options > Activate.
To set the selected call restriction off, select Cancel.
To check whether the calls are barred, select Check status.
To change the barring password, select Edit barring password. To cancel all active call barrings, select Cancel all barrings.
Call barring and call diverting cannot be active at the same time.
When calls are barred, calls still may be possible to make emergency calls.
Can I divert my calls to another number?
Yes you can divert calls to another number through your mobile settings.
Call barring and call diverting cannot be active at the same time.
What is Missed Call Notification?
With Melita's Missed Call Notification you will never miss a call again. You will receive an SMS listing the calls you might have missed whenever you were out of reach. You can then return any of the calls which you missed at your convenience.