Frequently Asked Questions

Choose a category:  select a category Television Internet Telephony Business

1.	How can I pay my Melita bill?

•  
  
  

  Pay Online Now!
  Take advantage of this fast and efficient method of payment and benefit from up to 30 days interest-free credit on your payments! Settlement of incvoices may be effected using any of the following cards: Visa, MasterCard, Quickcash, Cashlink and/or Premier Card by registering at the Self Care Centre on our website. Alternatively, you may pay your bill online through HSBC or BOV Internet Banking.

  Yearly Payment Plan
  This method of payment gives you the opportunity to get more value for less money! Simply by paying annually in advance, you can benefit from three main advantages:
  - Eliminate your monthly invoice.
  - Will not be subject to any rate adjustments during the 12-month period.
  - You will get the 13th month of service FREE.
  Should you wish to take advantage of this payment method, visit us at The Embassy Complex Level +2, Valletta or call our Customer Service on 27 27 27 27. Kindly note that during your yearly subscription, Melita's channel line-up can be subject to change.

  Direct Debit
  If you have a bank account with HSBC, BOV, APS, Lombard or Volksbank then this is an easy and efficient way to settle your bills! Every month, your bank will effect payments directly from your account. Simply call our Customer Service on 27 27 27 27 and we will send you a form to be filled in and returned to our offices. You can alternatively fill in the form which is available online by clicking here.

  Payment By Cheque *
  One of the most common and easiest methods of payment is by cheque. You can settle your invoice from the comfort of your home, thus avoiding all inconveniences. Cheques are to be made payable to Melita plc. and are to be returned to our offices by mail together with the attached remittance advice.

  Melita Cable Payment Centre *
  You can pay your Melita bill at our retail outlet at the Embassy Shopping Complex, Level +2, Valletta – Malta, or Republic Street, Victoria - Gozo.

  We are open for payments:

  Monday to Friday 08:30 – 14:00 and 16:00 – 19:00
  Saturday 08:30 – 14:00

  Payment by Credit Card *
  You may fill in the form is on your monthly statement and send your card payment by post. You may also affect payment by credit card (Visa, MasterCard, Cashlink, Quickcash, and/or Premier Card) over the phone with our Customer Service Agents by calling on 27 27 27 27 Monday to Saturdays between 08:00and 20:00.

  Maltapost Payment Office *
  You may also pay your Melita bill at any Maltapost post office in Malta and Gozo.
  
  * Administration and Processing charges may apply

  
  
  
  

  2.	What does a prorate mean?

•  
  
  

  A prorate means a charge by the amount of days a particular service was kept for. Example:

  Melita World was kept from the 1st January till 16th January, and on the 16th January till 31st January the service was downgraded to Melita Connect. Your bill will show two prorates:

  From 01/01 till 16/01 on Melita World, amounting to approximately Lm12.38 (€28.84) and
  From 16/01 till 31/01 on Melita Connect, amounting to approximately Lm7.22 (€16.82)

  
  I have paid the last bill at Maltapost, but the bill I have just received is still showing a 'prior balance'?
  Most probably the bill you have just received was sent out before we received your payment from Maltapost. Please ignore your recent bill, and you may contact Customer Service for an updated bill.

  
  
  
  

  3.	Why are Digital TV pictures sharper than in analogue?

•  
  
  Yes. What is the recommended method to connect my TV to digital? Via a SCART lead when this option is available, as typically this method allows you to automatically benefit from the full functionality of your TV set.
  
  
  
  

  4.	Will the digital set top box connect to my VCR/DVD and sound systems?

•  
  
  Yes there are dedicated options prepared on STB to connect to your VCR/DVD- SCART/RF/PHONO and hi-fi/surround sound systems(Phono/ SPDIF(coaxial)/SPDIF(optical).
  
  
  
  

  5.	What is an Electronic Programming Guide (EPG)?

•  
  
  The EPG- electronic program guide- consists of a listing of channel information (Ex. current content detail, time of next program, Title and/or genre of next programme...)when this information is readily available. This information can be accessed through the EPG button on the remote control and following the instructions on the onscreen display. On changing channel some EPG information is available on the blue pop up screen and more details become visible on pressing the "i" button.
  
  
  
  

  6.	Can I install digital TV alongside the current analogue service?

•  
  
  Yes, although analogue transmissions are being gradually replaced all over the world by digital transmissions. Melita has invested in providing a state of the art platform for all its clients to avail themselves of the choice of digital transmission, which allows for additional channels with improved audio and video characteristics. Melita subscribers can retain an analogue service as an additional outlet to the digital service.
  
  
  
  

  7.	What are the Technical Interface Specifications?

•  
  
  

  Click here to download the Technical Interface Specifications.

  
  
  
  

  8.	Is my Melita Internet Business speed guaranteed?

•  
  
  

  Melita prides itself on delivering quality service and closely monitors its network to ensure maximum performance. However, the consistent delivery of speeds varies based on many factors, including customer specific equipment configurations, potential network congestion during peak loads and Internet activity beyond the Melita network. Therefore actual speeds may vary and cannot be guaranteed.

  
  
  
  

  9.	What is the average installation time?

•  
  
  

  If your building already has a Melita Internet or TV service the installation time is typically a working week. Melita endeavors to reduce the time for installation but this depends on the workload of our professional technical installation team. If the building is not wired by Cable the costs and duration for installation will be determined on a case by case basis.

  
  
  
  

  10.	Can I upgrade my speed?

•  
  
  

  Melita Internet for Business offers you the fastest download speed of 4096kbps.  The standard 256kbps upstream can be upgraded upon request to a maximum of 2048kbps.

  
  
  
  

  11.	Is my connection shared?

•  
  
  

  All connections to the Internet are shared at some point. There is no such thing as a ‘dedicated’ connection, as claimed by some providers. Since all connections are shared, providing high-speed Internet experience depends on the capability of the supplier to provide a scalable and resilient network. Melita's network is a local HFC network designed to be highly scalable, providing increased network capabilities as demand increases.

  
  
  
  

  12.	What is Dynamic IP?

•  
  
  Dynamic IP is a numeric Internet Protocol (IP) address that is temporarily assigned to your computer or account only for a specified duration. A Dynamic IP often changes on your computer between Internet sessions as opposed to a Static IP that does not change.
  
  
  
  

  13.	What is a static IP and why would I want one?

•  
  
  

  A static IP is a numeric, fixed Internet Protocol address on the Internet. It does not change when you log onto your Melita Business account. A static IP makes it easier for you to be found on the Internet should you want to host an email, FTP or web server, or any other application requiring a static Internet address.

  
  
  
  

  14.	How do i get more email accounts or a larger email box?

•  
  
  If your business requires more than the 7 allocated mailboxes on your account, then you can apply for more mailboxes at a fixed monthly rate. We also can provide fewer mailboxes with larger capacity if this is a better solution for your business.
  
  
  
  

  15.	How do i get more email accounts or a larger email box?

•  
  
  If your business requires more than the 7 allocated mailboxes on your account, then you can apply for more mailboxes at a fixed monthly rate. We also can provide fewer mailboxes with larger capacity if this is a better solution for your business.
  
  
  
  

  16.	How does Melita Business Internet differ from the high-speed residential Internet service?

•  
  
  

  Melita Business Internet is designed to meet the growing demand of businesses. The Business Internet service comes along with a business-class service level, customer support, professional installation and 24/7 network monitoring. The Business package also comes with a host of additional features such as server hosting, static IPs, vanity domains and mass mailing options, among others. In addition the Business Internet service is designed to support higher traffic levels generated by businesses with multiple users and applications.

  
  
  
  

  17.	Are there any restrictions on how my Internet service can be used?

•  
  
  

  With access to the Internet, each user benefits by being able to share resources and communicate with millions of individuals and businesses worldwide. As with any community, the benefits and services available from Melita Business Internet, and the Internet in general, must be balanced so that other users can also have a productive experience.

  
  
  
  

  18.	How does the technology differ from DSL?

•  
  
  

  DSL technology is delivered over copper, twisted-pair wiring used for telephone service that was installed decades ago for low-speed, low-capacity voice communications; in contrast Melita’s state-of-the-art broadband network was designed to deliver powerful, two-way interactive services. By meeting the stringent standards of Data Over Cable Service Interface (DOCSIS), Melita’s HFC specifications provide user data privacy across the cable network by encrypting and authenticating data traffic flow to and from the cable modem and Melita’s HFC network. Melita’s cable modem services are highly reliable because the architecture provides multiple paths to each of the nodes serving 1,000 or fewer customers. As such, the self-healing distribution offers the customer a continuous, secure connection to the Internet.

  
  
  
  

  19.	How can i connect multiple business locations and teleworkers?

•  
  
  

  Click here to view the VPN and teleworking options available from melita.

  
  
  
  

  20.	How long does it take to get Melita Telephony installed?

•  
  
  

  We will do our utmost to provide service within 48 hours from order. You can choose a morning or afternoon appointment. Our morning installations are from 0800hrs – 1200hrs while afternoon installations are scheduled between 1200hrs – 1700hrs. Our on site installation typically takes between 1 and 2 hours but there are certain variables that need to be taken account and at times installations take longer than the stipulated timeframe.

  
  
  
  

  21.	What do i need to know about the melita Telephony equipment?

•  
  
  

  Our technician will arrive at your home anytime within your installation window. Someone over the age of 18 must be present and authorised to sign for the service. The installation may take up to 2 hours from the time the technician arrives.

  The technician will supply a cable modem. A telephone set is required to start using the service. Melita telephony provides phone in a box solutions with cordless phones available. Make sure the cable modem is always plugged into an electrical outlet at all times.

  In order to avoid any interruption of service, please do not contact your current phone provider to disconnect your service before your Melita telephony service installation is complete.

  
  
  
  

  22.	Who do i contact when i need support from Melita telephony?

•  
  
  

  You can communicate with us on 2727 2727 if you need technical support or 2727 2020 if you need billing support, everyday from 0800hrs till 2200hrs. Alternatively if you have a query that does not require immediate attention, send us your query online.

  
  
  
  

  23.	Do I need to cancel my current local service when I switch to Melita telephony?

•  
  
  

  Melita telephony is the only telephone service you'll ever need in your home. We have already reserved your current telephone number on the Melita telephony system. Melita will do all the work to ensure that your service is seamlessly transitioned from your current service provider. If you choose to keep your current telephone number, your current service provider will be notified of your decision to switch to Melita telephony when you sign the cancellation letter provided by our technicians. Once your current local phone service is cancelled your Melita telephony service is installed.

  You may wish to maintain your current telephone provider. Should you do this our system will work independently from your current system.

   

   

  
  
  
  

  24.	When I switch to Melita Telephony do I need to contact my current service provider?

•  
  
  

  We will provide you a seamless transition between your current telephone provider and the installation of the Melita telephony service. All you have to do is sign the cancellation letter of your current provider to switch to Melita Telephony. We will do the rest.

  
  
  
  

  25.	How do I order melita telephony service?

•  
  
  

  Ordering melita telephony is easy!  Just click here and submit your order.

  
  
  
  

  26.	Do I need to enter into a long term agreement?

•  
  
  

  No.  With Melita telephony service there are no long-term commitments or penalties for termination. The minimum term of service is for one month.

  
  
  
  

  27.	What is melita telephony service?

•  
  
  

  You already know Melita as a Cable TV and High-Speed Internet company.  Now you have another great opportunity to get to know Melita as a phone company with a Telephony service. The melita telephony service uses our advanced telecommunications network to provide you a number of enhanced new features without sacrificing any of your current phone features or the call clarity you expect - and with a great opportunity to save on your current phone bills.

  
  
  
  

  28.	How is Melita telephony different from the traditional phone service I have today? Why is Melita telephony special?

•  
  
  

  Melita telephony uses our advanced telecommunications network to provide you with a number of enhanced new features without sacrificing any of your current phone features or the call clarity you expect - and with a great opportunity to save on your current phone bills. hello has reserved your current fixed line number starting with the 21 prefix. You can now change this to a 27 prefix and start saving.

  Melita telephony provides you unlimited free calls to other Melita telephony subscribers, provides you a low cost service to other local telecom operators and if you’re calling most of the EU countries, Australia, Canada and the USA, simply lift the receiver, dial the number and chat for as low as 1c5 per minute. hello is the only fixed line service you’ll ever need. hello also provides you with 10 call features included in your low monthly cost. We will notify you when additional features will be added to your hello service.

  
  
  
  

  29.	What if my electricity goes out? Will I be able to continue using the Melita telephony service?

•  
  
  

  You will have an option to order a modem with battery backup shortly. The standard cable modems supplied by Melita do not contain a back-up battery. Therefore if you experience an electricity outage your Melita telephony service will be temporarily disconnected. You may however choose a cable modem that contains a backup battery that is designed to provide you service for up to eight hours of continuous service. The actual length of battery backup time will depend on the amount of time you use the phone to place outgoing calls during a power outage.  However, if the cause of the power failure is a network outage caused by downed cables/wires or other causes affecting our network, the service will not function until we restore the network.

  Click here for MCA's Guidelines on Customer Info & Marketing Material for Undertakings Providing  PATS at Fixed Locations.

  
  
  
  

  30.	What call features are available on my Melita telephony service?

•  
  
  

  The Melita telephony service provides 6 call features at no additional cost. Using the features enables you to save time when communicating, to never miss a call and to maintain a high level of privacy.  Click here for a detailed explanation of these call features.

  
  
  
  

  31.	Do I need to keep my cable modem turned on for my Melita telephony service to work?

•  
  
  

  You must leave the cable modem turned on at all times for your home phone service to work.

  
  
  
  

  32.	Can I use my cable modem for any other services provided by the company?

•  
  
  

  The cable modem can also be used to connect to the company’s high-speed broadband Internet service sold under the brand name Onvol. For more information regarding the range of Onvol services click here.

  
  
  
  

  33.	Can I use other services while using Melita telephony?

•  
  
  

  You can use our Melita telephony service and the Melita Internet service con-currently. Melita telephony service does not interfere with your cable television viewing or internet surfing.  In fact, thanks to the power of cable technology, Melita offers a whole family of products provisioned over the same coaxial cable, such as cable television, phone and high-speed Internet services.

  
  
  
  

  34.	Is the Sound quality clear on Melita telephony system?

•  
  
  

  Our communications network transmits a ‘clean’ signal with less noise and distortion than many standard networks. Noise is essentially screened out of the signal.

  
  
  
  

  35.	Does Melita telephony offer lifeline services to its customers?

•  
  
  

  Yes.  Melita telephony is a full telephony service providing Lifeline services.

  
  
  
  

  36.	How do I pay my Melita telephony service bill?

•  
  
  

  With Melita telephony service, there are several payment options, so you can select the option that will be most convenient to you.

  Pay your bill online
  
  Click here to pay your bill online.  It's quick and convenient.  You will need to enroll in our Self Care Centre if you have never accessed your online billing before.  You can select not to receive a paper statement every month and settle your bill online.

  Mail your payment 
  
  You can send your payment to the address found on the statement you receive in the mail.  Please make Cheques payable to Melita Cable plc.

  Pay in person
  
  You always have the option of visiting a local payment center to pay your bill. Visit our outlet at the Embassy Shopping Complex in Valletta or our outlet in Republic Street, Victoria Gozo (near the Astra Theatre) to settle your bill. We also have payment centres set up in all Maltapost branches across Malta and Gozo.

  Pay by phone
  
  You can also settle your bill by calling 2727 2020, quoting your account number and providing details of your debit or credit card.

  Direct Debit option
  
  If you have a bank account with HSBC, BOV, APS, Lombard or Volksbank then you may also opt to pay your monthly bill utilizing a direct-debit. Every month, your bank will effect payments directly from your account. You can download a Direct Debit Mandate by clicking here.

  
  
  
  

  37.	When do I need to pay my Melita telephony service bill?

•  
  
  

  You can find your due date at the top of your paper statement. If you have chosen not to receive a paper statement its found at the top of your online bill statement.  Your payment must be received by this date to avoid potential disruption of your service.  Your bill due date is determined by your billing cycle, which is established at the time your Melita telephony service is installed. Our bills are sent on a monthly basis.

  
  
  
  

  38.	How do I find my balance for my Melita telephony service bill?

•  
  
  

  You can find your account balance on your paper bill, or your electronic bill.

  
  
  
  

  39.	What happens if I cannot make a payment on time?

•  
  
  Your account may be subject to interruption of service if payment is not received on time. All payments must be effected within the due date found on the bill statement.
  
  
  
  

  40.	Does melita telephony report me to a credit bureau if I don’t pay my telephony service bill on time every month?

•  
  
  

  At this time melita does not report to any credit bureaus.

  
  
  
  

  41.	Who do I contact if I encounter a discrepancy with my payments for Melita telephony service?

•  
  
  

  If you encounter any discrepancy on the billing statements please contact our customer care department on 2727 2020.

  
  
  
  

  42.	Why is my bill from the middle of one month to the middle of the following month?

•  
  
  

  This is the period of time in which you were billed for the monthly recurring charges associated with your services.  Your billing cycle may vary depending on the installation date. Melita telephony’s billing cycle is on a monthly basis. For further information related to billing call 2727 2020.

  
  
  
  

  43.	Why are some charges billed in advance, while others are not?

•  
  
  

  Your monthly service charges are billed one month in advance, including your basic service fees for Melita High-Speed Internet and melita telephony services.  Usage charges (Local calls, International calls, Directory Assistance, Itemised billing) are billed monthly in arrears.

  
  
  
  

  44.	What are the local charges? Do they include all local taxes?

•  
  
  

  With melita telephony, local calls are charged at the best calling rate around at just €0.01c2 per minute, to ANY local fixed-line network, whilst local mobiles are charged at €0.23c per minute. All tariffs and rates quoted on the Melita website are inclusive of all applicable local taxes.

  
  
  
  

  45.	How many free local minutes of use do I get with Melita telephony?

•  
  
  

  With Melita's Medium Telephony, you get the first 100 minutes free to ANY local fixed line network.

  
  
  
  

  46.	What are my international calling rates?

•  
  
  

  With Melita telephony calling abroad has never been any simpler or cheaper. Simply lift the receiver and dial the destination number. If your desired destination is most of the EU countries, Australia, Canada, USA and another 100 destinations worldwide the rate is as low as 1c5 per minute.

  Melita telephony provides you with the lowest call rates when communicating abroad. It is however not possible to connect an International telephony service only with the new Melita telephony service. Click here to obtain the list of call rates to all destinations serviced by the Melita telephony network.

  
  
  
  

  47.	What other charges do I incur when I use Melita telephony?

•  
  
  

  If Melita telephony is the only telephony system in your home you will incur no charges other than the Melita telephony low monthly cost and the per-minute charges for communicating with local fixed & mobile operators as well as the per minute charges for international calls. There are no other charges or hidden costs. Click here to view the tariff plans and call charges for Melita telephony.

  
  
  
  

  48.	Where can I view my bill? Is itemised billing an option?

•  
  
  

  You can view your bill online at any time. If you want an itemised paper bill detailing all your outgoing calls to other local and international networks plus any other services obtained kindly contact Customer Care. Itemised paper bill are charged at Lm1.50 per month.

  
  
  
  

  49.	Can I manage my bill online?

•  
  
  

  Yes.  In addition to receiving a summary paper bill for your Melita telephony service, you will be able to view your billing information online.
  
  Please Click here to access your bill 24 hours a day. Please note that when you initially enroll in online billing, it will take one billing cycle (up to 30 days) for your first online statement to appear.

  
  
  
  

  50.	What are the benefits of online billing?

•  
  
  

  Online billing allows you to conveniently view and manage your billing.  There are several useful functions of online billing. You can: 

  View your bill

  View your current balance, most recent payments, any adjustments to your account, and your next payment due date.  View your bill 24 hours a day, 7 days a week, and print copies for your records. 

  View your call details

  Your Melita telephony electronic bill detail allows you to view your call details. 

  Pay your bill

  Pay using your current account, or debit and credit cards.

  
  
  
  

  51.

  Do I have to pay to access my bill online?

•  
  
  No. Online billing is free and convenient use.
  
  
  
  

  52.	I just enrolled to access my bill online, but I can’t view my bill, why?

•  
  
  It will take one billing cycle (up to 30 days) from the day you enroll to access your bills online.
  
  
  
  

  53.	Can I use my existing telephone on the Melita telephony system and will the Caller ID work?

•  
  
  

  As a Melita telephony service customer, you will be able to use a wide variety of corded and cordless phones, caller ID units, answering machines.  It will be unlikely that you will need to change your existing equipment.  However, we suggest that you test all your equipment once your Melita telephony service is installed. Melita telephony also provides a phone in a box solution providing a cordless phone with your starter kit.

  
  
  
  

  54.	Who do I contact if I need help with my melita telephony system?

•  
  
  

  At Melita we are here to support you as efficiently as possible.  We have several support options. Choose the one that works the best for you.

  Email

  For general questions about feature usage and troubleshooting steps, our specialists are available by email to provide you with the information you need. Click here to email our specialists.

  Call

  You can also reach our Customer Care department on 2727 2727 for Technical queries,  alternatively you can contact us on 2727 2020 should you have a billing query.  Our Customer Care department operates on a 24x7 basis

  
  
  
  

  55.	Can I use a fax machine with the melita telephony system?

•  
  
  

  YES. The melita telephony system support fax machine services.

  
  
  
  

  56.	Can I keep my existing telephone number?

•  
  
  

  Yes, you can now switch to Melita telephony and keep the same telephone number.  All you need to do is download the number portability form, fill it in and together with a copy of your ID Card send to Melita plc, Gasan Centre, Mriehel By-Pass, Mriehel.

  
  
  
  

  57.	From where can I obtain a copy of the melita telephony Terms & Conditions?

•  
  
  

  Click here to download a copy of the melita telephony Terms & Conditions.

  
  
  
  

  58.	How can I pay my bill?

•  
  
  

  Melita offers various methods of payment.  Kindly click here to download a detailed PDF file on methods of payment.

  
  
  
  

  59.	I get pop-up advertising on my screen all the time, even when I'm not doing anything on my computer.

•  
  
  

  If you get advertisements popping up on your screen all the time, even when you are not using your computer, there is a good chance that your computer is "infected" with one or more of co-called "ad-ware" or "spyware" programs. (If you are only seeing pop-up windows when you're browsing various Internet sites - that is normal because those sites get revenue from pop-up adverts.) Adware or spyware programs often get installed on your computer without too much fanfare: for example, if you installed a music-sharing program such as Kazaa, you should know that Kazaa automatically installs a number of third-party programs that deliver advertising to your computer. When you install Kazaa, its "User Agreement" does contain fine print that notifies you of these advertising programs. However, when installing software, most people just click "I agree" without even looking at what the User Agreement says. These User Agreements contain legally binding clauses that you should always be aware of. Once Kazaa (or other similar 'free' program) installs them on your computer, these advertising programs can interfere with your productivity, monitor your activities on the Internet (such as search keywords you type), interfere with your Internet connection, slow down your Internet connection, render your computer unstable, unusable and/or slow it down. In other words, in exchange for downloading music/movies/games for free, this "adware" effectively takes over your computer. The most widely distributed adware programs are: Cydoor, Gator, DSSAgent, Flyswat, Alexa, HotBar and many more. You can do two things about adware or spyware programs:

  Put up with them

  Remove them

  If you choose to remove them, you should be aware that software such as Kazaa might stop working as a consequence. Authors of Kazaa (and similar programs) rely on advertising for their revenue. If you stop seeing the adverts they are 'delivering' to you, they will not be able to develop or distribute their software. So you have to make a choice: put up with advertising, or get rid of Kazaa altogether.

  Solution

  There is a number of good programs available that you can use to remove adware and spyware. For example, a program called AdAware is able to detect and optionally remove any adware/spyware found on your computer.

  
  
  
  

  60.	I can see the melita site, but not any other site on the Internet .

•  
  
  

  If you can see the melita web site and other Maltese sites, but not any foreign or foreign-hosted web sites or services, the most probable reason is that the link from Malta to the rest of the world is temporarily down.

  Solution

  While these disconnections from the global Internet backbone are rare, they are normally remedied within minutes.

  
  
  
  

  61.	How do I protect myslef from virsues?

•  
  
  

  Computer Viruses are malicious computer programs designed to a) spread, and b) cause damage to your computer (such as the deletion of files from your hard drive) or to cause the transmission of confidential information from your computer to others. They are called viruses because they infect regular programs or document macros in your e-mail and operating system, so that ordinary use of these programs/documents will spread the virus from computer to computer.

  Viruses can be contained in any program which you copy from a diskette, download from the internet, or receive as an attachment with an e-mail message.

  With the proliferation of e-mail viruses which appear as file attachments, it's a good idea to not open any attachments unless you have previously communicated with the sender and made specific arrangements to receive a file. If you receive an unexpected attached file with an e-mail, it won't hurt to send an e-mail to the sender confirming that they really meant to send you a file.

  Viruses use various tricks to convince you that the message and its attachment are genuine. The best defence against these viruses is to be careful and not open attachments from people you don't know or trust. Even if you trust that a particular person would not send you a virus intentionally, they might be sending you a virus without even realising it - because they got infected.

  Solution

  ONVOL mail servers have a built-in virus scanning and removal. This feature acts as a first line of defense against e-mail viruses and eliminates most of the old and more recent e-mail viruses before they even get to your computer.

  Good protection against viruses on the Internet can also be achieved by using one of anti-virus programs, including the products from Symantec , McAfee , Trend Micro , F-Secure and many others .

  Alternatively, please contact your computer supplier to install/configure an anti-virus on your computer.

  
  
  
  

  62.	How can I make sure my children are safe surfing the Web?

•  
  
  

  As in other media such as television, cinema or music, the key to reducing the risks to children on the Internet is parental involvement and supervision.

  There are software products that enable parents to restrict their children's access to Internet material.

  Internet Explorer also has a set of built-in mechanisms allowing parents to specify what kind of content is available to their children. To learn more, press F1 while Internet Explorer is open, and select "Controlling Access to Inappropriate Internet Content".

  
  
  
  

  63.	I'd like to configure Outlook Express and read my e-mail from it.

•  
  
  

  This guide will help you configure Outlook Express to retrieve your e-mail with your Onvol Cable Internet service. Outlook Express comes pre-installed with every Windows PC. If you wish to use another e-mail program, please consult its manual to find out how to configure it.

  
  
  
  

  64.	I can't see some attachments in my Outlook Express, it says "OE has removed access to the following unsafe attachments in your e-mail"

•  
  
  

  Upon initial installation of Outlook Express version 6.0 or later, it disables access to some types of attachments. For example, if someone sent you an attachment with an executable file (e.g. XMASCARD.EXE), you will not be able to see it. More specifically, if you try to access the attachment, you will see the following message: "OE has removed access to the following unsafe attachments in your email" In order to turn off or disable this feature (and gain access to your attachments), please do the following:

  Click the Tools menu in Outlook Express

  Click Options

  Click Security

  Clear the check box "Do not allow attachments to be saved or opened that could potentially be a virus."

  Click OK

  Close and re-start Outlook Express

  The above will enable you to see any and all attachments sent to you.

  
  
  
  

  65.	My correspondents tell me that they can't send me any e-mail because my mailbox is full.

•  
  
  

  If your correspondents tell you that they can't send you any e-mail because your mailbox is full (and you know that it isn't), then the most probable reason is that your e-mail program is incorrectly configured to "leave e-mail on the server".

  
  
  
  

  66.	I get "POP Lock" when I check my e-mail.

•  
  
  

  It is possible to get the following message when checking your e-mail:

  -ERR [IN-USE] .afarp.pop lock busy! Is another session active?

  This error occurs when two different programs attempt to open your electronic mailbox. For example, you might have Outlook Express checking your e-mail every 5 minutes at home, while you try to open your e-mail from work at the same time.

  Another possible reason is that your Outlook Express crashed while trying to retrieve e-mail. In this case, your mailbox might have stayed open until it's automatically closed a few minutes later.

  Solution

  A typical solution to this problem is to wait a few minutes and try later when the mailbox is closed.

  Melita mail server is configured to automatically close opened mailboxes after 3 minutes of inactivity.

  
  
  
  

  67.	I can't send large files via e-mail.

•  
  
  

  There is a limit on the size of e-mail you are able to send. Currently, it's not possible to send a single message larger than 10 megabytes. E-mail, as primarily a human communications medium, does not act as a file transfer service. If it is necessary to send a large file to another person on the Internet, a file transfer service should be used.

  Solution

  To transfer a large file, you can use one of the following techniques:

  Use a file transfer option within an instant messaging service such as MSN Messenger or ICQ .

  Use a service such as Yahoo Briefcase to share your files.

  Store a file on a web or FTP server for the other person to retrieve.

  Connect to other person's File Transfer Protocol (FTP) server and store the file on it.

  Set up an File Transfer Protocol (FTP) server on your computer and ask the other person to retrieve files from it.

  Set up an web server on your computer and ask the other person to retrieve files from it.

  
  
  
  

  68.	I get an error when I click  "Send and Receive".

•  
  
  

  If you have problems retrieving the contents of your mailbox, please first check whether your Internet connection if properly functioning. For example, visit Melita's web site and click Refresh (F5). If your Internet connection is not functioning properly, e-mail will not work either. Once you established that your Internet connection is fine, but still can't retrieve your e-mail, please follow the instructions below.

  Please follow the list of actions below to make sure your Outlook Express is properly configured. Start Outlook Express

  Click Tools

  Click Accounts

  Click Properties

  Click Servers

  Under Incoming mail (POP3), make sure the following is entered: pop.onvol.net

  Under Outgoing mail (SMTP), make sure the following is entered: smtp.onvol.net

  All other options in the current dialog should be cleared (i.e. inactive)

  Click Advanced

  Under Server Port Numbers, SMTP port should be 25, POP3 port should be 110.

  Make sure all other options are cleared (i.e. inactive)

  Click OK

  Repeat the above steps for each Melita mail account you have configured in your Outlook Express

  Click Close

  For additional information about specific Outlook Express errors, please refer to its Online Help by pressing F1 while Outlook Express is started.

  
  
  
  

  69.	I need to configure Outlook Express and I don't know what my "POP3 User Name: is.

•  
  
  

  When configuring an e-mail program (such as Outlook Express), users have to specify the "POP3 account name" and its associated password. POP3 account name is a unique name of your electronic mailbox. This information must be unique so only the indended owner of a mailbox can gain access to it.

  Solution

  The POP3 account name is very often the first part of your e-mail address. For example, if your e-mail address is "johnny@melita.com", your POP3 name is probably "johnny". However, that is not always the case. A unique POP3 name is assigned to you when your e-mail address is created.

  
  
  
  

  70.	My mailbox is always full of junk mail.

•  
  
  Junk mail (often called spam) is unsolicited communication that generally comes from a source you're unfamiliar with and is most frequently sent for commercial purposes. It may also contain words or images you find offensive, offers of how to get rich at home in your spare time, various scams attempting to trick you into sending money to foreign bank accounts, and so on.
  
  
  
  

  71.	My mailbox is always full of junk mail.

•  
  
  

  Junk mail (often called spam) is unsolicited communication that generally comes from a source you're unfamiliar with and is most frequently sent for commercial purposes. It may also contain words or images you find offensive, offers of how to get rich at home in your spare time, various scams attempting to trick you into sending money to foreign bank accounts, and so on.

  How do you get spam

  For you to receive junk mail, someone or something needs to find out your e-mail address first. Normally, "spammers" continously run programs that "harvest" e-mail addresses from web pages. For example, if you publish your web site and put your e-mail address on it, the chances are that you will soon start receiving junk mail.

  Another common cause of junk mail is a subscription to an ill-reputed or irresponsible service that will sell your e-mail address when given a chance. Unfortunately, it is enough to make this mistake only once. When your e-mail ends up on spammer's lists, it's very difficult, if not impossible, to get rid of junk e-mail.

  ONVOL mail servers eliminate majority of junk mail that comes in, but because junk e-mailers always change their location and come up with innovative ways to mask their junk mail as legitimate messages, it's impossible to eliminate all junk mail before it gets to your mailbox.

  Solution

  Never give your e-mail address to anyone you don't trust. That includes web sites that require     you to enter your e-mail address as part of registration process. Unless you are confident they are not going to sell or misuse your e-mail address, do not give it to them. Read the terms of use and privacy statements of any site before providing them your with address. If you can't find their privacy statement, avoid entering your e-mail address.

  Do not post your e-mail address on public forums, public web sites or newsgroups.

  Do not try to 'unsubscribe' from junk mail lists by asking junk mailers to remove you from their database. Unfortunately, this only serves as a confirmation to junk mailers that your e-mail address exist and that you viewed their junk mail - as a consequence you might even get more of it.

  
  
  
  

  72.	How do I create a "white list" to filter out junk e-mail?

•  
  
  

  Creating a "white list" can be used to combat junk e-mail. The mechanism is very simple: create a message rule that directs all unknown e-mail to a Junk folder while leaving all known e-mail in the Inbox.

  To create a white list, please follow these instructions:

  Create a Junk folder: click "File", "Folder", "New Folder", click the "Local Folders" and enter "Junk" as the folder name.

  Click "Tools", "Message Rules" and then "Mail".

  Click "New".

  Check the "Where the From line contains people" box.

  In the "3. Rule Description" section, click the "contains people".

  Add the e-mail addresses of people you know by typing or selecting their e-mail addresses and clicking "Add". You can even specify just the last name: for example, adding "Magro" will enable all people whose name includes the word Magro to send e-mail directly to your Inbox.

  Click "Options". Select "Message does not contain the people below". Click OK.

  Click OK to close the "Select People" window.

  Under "2. Select the Actions for your rule", check the box next to "Move it to the specified folder".

  In the "3. Rule Description" section, click the "specified" folder, and then select the "Junk" folder.

  Click "4." and type in "White list rule".

  From now on, all e-mail from people you don't know will be automatically moved to the Junk folder.

  Of course, every once in a while (for example, once a week) you should revise the Junk folder for any messages you might actually be interested in.

  To add another person to your white list, you need to edit the message rule:

  Click "Tools", "Message Rules" and then "Mail".

  Double click "White list rule", click "does not contain..." and then add e-mail address(es) or names.

  
  
  
  

  73.	Can you tell me what my password is?

•  
  
  

  Malta

  Customer support staff can not communicate passwords and other sensitive information via e-mail or without proper identification.

  Should you need to "reset" your password, please visit the Customer Care Centre at the Embassy Complex in Valletta from Monday to Friday between 08.00 and 14.00h, 17.00 and 19.00h and on Saturday between 08.00 and 14.00h. The password will be reset only if the account holder visits the Customer Care Centre and on presentation of identity card.

  Gozo

  Should you need to "reset" your password, please visit OS3, Osprey Software Services and Solutions, No 44 Triq L-Assunta, Victoria from Monday to Friday between 09.00 and 18.00h or visit our Customer Care Centre at the Embassy Complex in Valletta from Monday to Friday between 09.00 and 14.00 h and on Saturday between 09.00 and 12.00h.

  Business Clients

  Should you need to "reset" your password, please send in a fax requesting a new password to 27275020. The fax must be on a letterhead and must be signed by the Director. The fax must also include a fax number where we can send the new password.

  
  
  
  

  74.	I received an e-mail saying I infected another user with a virus. Is it true?

•  
  
  

  Users frequently complain about e-mails informing them that another user has received a virus from them via e-mail.

  Solution

  Although sometimes accurate, most of the time these notices are bogus and you can disregard them.

  You get these messages because actual viruses (that might be running on other people's computers) forge the "From:" part of a message header - and put your e-mail address there - in order to cover their tracks and the path of propagation.

  When anti-virus software detects a message containing a virus, it sends a notice to a person listed under "From:" part of the infected message. Because the infected message falsely lists your e-mail address as the sender, you will receive the note although you haven't sent the virus.

  Usually, the e-mail address that the virus uses to forge e-mail header is collected from the address book of the infected computer. In practice, this means that you have at some point communicated with a person whose computer is now infected with a virus. This does not pose a threat to you per se.

  
  
  
  

  75.	I get the error code 0x800CD0E when I check or send e-mails with Outlook Express. What does that mean?

•  
  
  

  This page contains a list of possible error codes that may be returned by Microsoft Outlook Express. The following list of error codes may be returned when a failure occurs while sending or receiving e-mail.

  For example, when you try to check your e-mail, you might see a window as shown below:

  

  The arrow is pointing to the error code, prefixed by "0x". The error code shown is 0x800CCC0D, which translates into "Cannot locate e-mail server name." Therefore, your computer is unable to find out where the mail server is located, which normally happens where there is something wrong with your connection to the Internet.

  General Errors
  Error Code	Description
  0x800CCC00	Authentication did not load.
  0x800CCC01	Invalid certificate content.
  0x800CCC02	Invalid certificate date.
  0x800CCC03	User already connected.
  0x800CCC05	Not connected to e-mail server.
  0x800CCC0A	Message download incomplete.
  0x800CCC0B	Server or mailbox is busy.
  0x800CCC0D	Cannot locate e-mail server name.
  0x800CCC0E	Cannot connect to e-mail server.
  0x800CCC0F	Connection closed.
  0x800CCC10	Address not known on e-mail server.
  0x800CCC11	Mailing list not known on server.
  0x800CCC12	Unable to send Winsock request.
  0x800CCC13	Unable to read Winsock reply.
  0x800CCC14	Unable to initialize Winsock.
  0x800CCC15	Unable to open Windows Socket.
  0x800CCC16	User account not recognized.
  0x800CCC17	User canceled operation.
  0x800CCC18	Logon attempt failed.
  0x800CCC1A	Unable to connect using SSL.
  POP3 Errors
  Error Code	Description
  0x800420CB	Mail cannot be stored on server.
  0x800CCC90	Client response invalid.
  0x800CCC91	Invalid user name or user not found.
  0x800CCC92	Password not valid for account.
  0x800CCC93	Unable to interpret response.
  0x800CCC94	STAT Command required.
  0x800CCC95	No messages on server.
  0x800CCC96	No messages marked for retrieval.
  0x800CCC97	Message ID out of range.
  SMTP Errors
  Error Code	Description
  0x800CCC60	Invalid response.
  0x800CCC61	Unknown error code.
  0x800CCC62	Syntax error returned.
  0x800CCC63	Parameter syntax incorrect.
  0x800CCC64	Command not implemented.
  0x800CCC65	Improper command sequence.
  0x800CCC66	Command not implemented.
  0x800CCC67	Command not available.
  0x800CCC68	Mailbox is locked and busy.
  0x800CCC69	Mailbox not found.
  0x800CCC6A	Error processing request.
  0x800CCC6B	User mailbox is known, but mailbox not on this server.
  0x800CCC6C	No space to store messages.
  0x800CCC6D	Storage limit exceeded.
  0x800CCC6E	Invalid mailbox name syntax.
  0x800CCC6F	Transaction failed.
  0x800CCC78	Unknown sender. This is caused by having the incorrect e-mail address in the Reply-To field.
  0x800CCC79	Server rejected recipients.
  0x800CCC7A	No sender address specified.
  0x800CCC7B	No recipients specified.
  NNTP Errors
  Error Code	Description
  0x800CCCA0	News server response error.
  0x800CCCA1	Newsgroup access failed.
  0x800CCCA2	Command to server failed.
  0x800CCCA3	Unable to display list.
  0x800CCCA4	Unable to open group.
  0x800CCCA5	Group not on server.
  0x800CCCA6	Message not on server.
  0x800CCCA7	Message header not found.
  0x800CCCA8	Message body not found.
  0x800CCCA9	Unable to post to server.
  0x800CCCAA	Unable to open next message.
  0x800CCCAB	Unable to display date.
  0x800CCCAC	Unable to display headers.
  0x800CCCAD	Unable to display MIME headers.
  0x800CCCAE	Invalid user or password.
  RAS/DUN Errors
  Error Code	Description
  0x800CCCC2	RAS/DUN not installed.
  0x800CCCC3	RAS/DUN process not found.
  0x800CCCC4	RAS/DUN error returned.
  0x800CCCC5	Connectoid damaged or missing.
  0x800CCCC6	Error getting dial settings.
  Winsock Errors
  Error Code	Description
  0x800CCC40	Network subsystem is unusable.
  0x800CCC41	Windows Sockets cannot support this application.
  0x800CCC43	Bad address.
  0x800CCC44	Unable to load Windows Sockets.
  0x800CCC45	Operation now in progress. This error appears if a Windows Sockets API is called while a blocking function is in progress.
  IMAP Errors
  Error Code	Description
  0x800CCCD1	Login failed.
  0x800CCCD2	Message tagged.
  0x800CCCD3	Invalid response to request.
  0x800CCCD4	Syntax error.
  0x800CCCD5	Not an IMAP server.
  0x800CCCD6	Buffer limit exceeded.
  0x800CCCD7	Recovery error.
  0x800CCCD8	Incomplete data.
  0x800CCCD9	Connection not allowed.
  0x800CCCDA	Unknown response.
  0x800CCCDB	User ID has changed.
  0x800CCCDC	User ID command failed.
  0x800CCCDD	Unexpected disconnect.
  0x800CCCDE	Invalid server state.
  0x800CCCDF	Unable to authorize Outlook Express.
  0x800CCCE0	No more authorization types.

  
  
  
  

  76.	How do I change my password from my mailbox?

•  
  
  

  To change your mailbox password, please log on to our Self Care Centre x`and then click "Change My Mailbox Password" on the right hand side.

  
  
  
  

  77.	I bought a new computer and connected it to the cable modem, but Internet is not accessible.

•  
  
  

  Cable modem is normally configured to recognise one PC connected to it, by the MAC address of its network interface (MAC address is a 12-letter word, such as "000038A8F93C"). Once the cable modem has learnt the MAC address of the first PC that talks to it, it will not respond to another MAC address. Thus if you swap one PC for another (or for a router), the new PC (or a router) will not work with the cable modem, because the new PC has a different MAC address to the old one.

  To reset the cable modem so that it will recognise the new PC, you must power the cable modem off and on again.

  Apart from reseting the cable modem, you must also contact the customer support staff so they can reset the modem from the network operations centre.

  Once the cable modem has rebooted and gone fully online again (indicator lights settled down), reboot the newly connected PC so that it makes a DHCP request and gets an IP address.

  
  
  
  

  78.	How do I re-install USB drivers for my cable modem?

•  
  
  

  In certain cases (such as corrupted hard disk or file system) it might be necessary to re-install drivers for cable modem if it's connected to your PC via the USB port. Please follow the steps listed below:

  Unplug the USB lead from the computer

  Open the Control Panel on your PC

  Double-click System

  Click Device Manager

  Locate Universal Serial Bus Controllers

  Remove the USB Root Hub

  Unplug the USB cable from the cable modem or the PC

  Restart your PC and wait until Windows starts up completely

  Plug the USB cable modem back to the PC

  The PC should detect the new device and re-install the drivers. Please make sure you have the cable modem driver CD handy

  When your PC asks you to locate the cable modem drivers, click "Specify a Location", then click Browse and locate the files on the CD (usually, the CD drive is shown as D: PCX2000 disk)

  Click OK and Finish to complete the driver installation

  
  
  
  

  79.	Does Melita accept payments with a student smart card?

•  
  
  

  Yes, Melita does accept student smart cards as a form of payment. However, you cannot use our credit card payment facility to pay with a student smart card - you have to come to our premises to effect a payment.

  
  
  
  

  80.	Why isn't my online payment shown on the bill?

•  
  
  

  When you make an online payment for Melita services or products, it may take between 8 and 48 hours for the transaction to show up on your bill once you get a confirmation that the payment has gone through successfully.

  
  
  
  

  81.	Why did my online credit card payment fail?

•  
  
  

  If a credit card payment is not successful, customers will receive an acknowledgement explaining why the payment did not go through. Please refer to the following table for more information:

  Message	Explanation
  UNSUCCESSFUL AUTHORISATION, PLEASE TRY LATER	The bank has not succeeded in authorising your credit card. This message does not imply that there is something wrong with the card itself, just that the authorisation process did not succeed. As indicated, please kindly try to make a payment again.
  REFERRAL B	The card has not been authorised. Please contact the card issuing bank.
  REFERRAL	The card has not been authorised. Please contact the card issuing bank.
  CARD EXPIRED	The credit card expiry date is not valid or does not match with the credit card number.
  NOT AUTHORISED	The card has not been authorised, usually because of lack of funds. Please contact the card issuing bank.

  
  
  
  

  82.	I got the "10 MB web space" with my cable Internet service. How do I use it?

•  
  
  

  Web space that comes with cable Internet subscriptions allow users to establish their web site quickly and represents an attractive and simple way to build your first web presence.

  To activate your web space, you need to choose a password to access your web site and change its contents. This password is private - you should not give it to anyone. To activate your web space, please contact our customer support and make sure you specify the password you wish to use to access files on your web space.

  Your web site will be at the Internet address in this form: http://users.onvol.net/12345/. "12345" stands for your unique account number.

  Once your web space is activated, you will need to change the files and update the content on your web site. For this, you need basic understanding of the way web sites are constructed. Basically, your web site is a set of files, such as pages (HTML files), pictures (GIF and JPEG files), animation (AVI and MPEG files), and so on. There is an enormous amount of information available on the Internet that deals with web site building. (Example: http://hotwired.lycos.com/webmonkey/ frontdoor/beginners.html)

  To access your web site files, you need to use so-called FTP program. FTP stands for "File Transfer Protocol". It allows you to view, upload, download, rename, change and delete files from your web site.

  Remember, the visitors to your web site will never have to deal with FTP. They will always access your web site via an address such as http://users.onvol.net/12345/. Only you, the author of your web site, will be (and should be) able to access your web site via FTP in order to update it.

  To connect to and update your web site and use FTP, you will need the following information:

  User name	Normally, the user name is your unique account number, such as "12345".
  Password	Password is either assigned to you by ONVOL, or you can specify one yourself when activating your web space.
  FTP Server Address	users.onvol.net

  You can use either one of free or commercial FTP programs such as CuteFTP, or you can use an FTP program that's built into Internet Explorer.

  To access and change the files on your web site with Internet Explorer, please follow these instructions:

  Open the following link: ftp://12345@users.onvol.net/. ("12345" stands for your account number). Click OK if Internet Explorer informs you that anonymous access to your web space is not allowed (for obvious security reasons).

  Type in your web space password. If Internet Explorer doesn't ask you for user name or password, click the Internet Explorer window with your right mouse button, click "Login As" and type in your password.

  User the normal Windows "copy and paste" and "drag and drop" operations to move files between your own computer and your web space.

  To test your web site, visit http://users.onvol.net/12345/ ("12345" stands for your account number)

  You can also use Windows XP to post your photo albums onto your web site. Please refer to your Windows XP help files and manuals for more information.

  
  
  
  

  83.	Where can I download drivers for a cable modem should I need to connect it via USB?

•  
  
  

  Please use the following link:

  http://www.onvol.net/cablemodemdrivers/

  
  
  
  

  84.	Can I pay by Direct Debit?

•  
  
  

  Yes, Melita does offer you the option to pay by Direct Debit.  If you have a bank account with HSBC, BOV, APS, Lombard or Volksbank then this is an easy and efficient way to settle your bills! Every month, your bank will effect payments directly from your account. Please click here to download a Direct Debit Mandate Form.

  
  
  
  

  85.	How do I pay my bills online via credit card?

•  
  
  

  Melita makes it possible to settle your bill online by using your credit card. It is a completely secure way to settle your bill in the most efficient and convenient manner.

  Please visit the online Self Care Centre, and click Settle my bill from there.