I have no internet connection
First check that all cables are plugged correctly and that the modem is powered-on. If you have a router, either re-boot your router or connect the PC directly to the modem, eliminating the router. If you have a wireless PC/laptop, ensure that the Wi-Fi receiver is enabled or powered on.

My connection is much slower than usual?
The first thing you should check is that you have not gone over the download limit. This can be checked from My Melita. From here you can see whether you have exceeded the limit and when the connection will be back to normal.

How many emails can I send from my Melita Webmail account?
You can send up to 5 emails with 50 recipients each per minute. Otherwise, you can get blocked. You would then have to call customer care in order for your account to get unblocked.

This is a precaution to reduce the risks of Spamming.

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

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.)

How do I protect myself from viruses?
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.
Melita 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. However, 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.

The best defense 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 realizing it – because they got infected.

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

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”.

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, you should log-in to your webmail account, check your quota and if you have reached the limit, delete some of the emails to make space.

I get “POP Lock” when I check my e-mail.
It is possible to get the following message when checking your e-mail using Webmail:
-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 (using Webmail) 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.
A typical solution to this problem is to restart the programme and/or the PC.

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 is functioning properly. 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, the problems might be with your Outlook Express settings. For more information, please click here

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 intended owner of a mailbox can gain access to it.
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.

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.
Melita’s mail servers eliminate the 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.
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 with your 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.
Do not open links from or reply to junk e-mails, or e-mails form unknown senders.

Kindly note that Melita never requests its internet users to confirm their mail details, including passwords. Never give your password to anyone else (not even to Melita).

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.

Can you tell me what my password is?
Customer support staff cannot communicate passwords and other sensitive information via e-mail or without proper identification.
Should you need to “reset” your password, please visit one of our outlets and present your identity card.
Business Clients should 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.

How do I change my password from my mailbox?
To change your mailbox password, please log on to My Melita and go to My Settings.

I bought a new computer or a router and connected it to the cable modem, but Internet is not accessible
If you bought a new computer or a new router, the first thing you should do is to reset the cable modem so that it will recognize the new PC. To do this you must power the cable modem off and on again. It takes about 5 minutes to reset.
Once the cable modem has rebooted and gone fully online again (indicator lights settled down), reboot the newly connected PC or router so that it makes a DHCP request and gets an IP address.

Why isn’t my speed test showing me the correct speed of my internet package?
We use the term ‘up to’ when advertising our download speeds because this variable can be considerably influenced by factors beyond our control. These include: the internet browser being used, the number of people online at that time, your computer specifications, whether you are browsing a local or an international website, and the technical capabilities of such websites.
Wi-Fi modems and routers and personal firewalls can also significantly affect your broadband speed. In addition, Wi-Fi modems use radio waves which can interfere with other electronic components, such as microwaves and cordless phones, and as a result reduce your speed considerably. We advise that you keep your router as close as possible to your computer and at a high level (example, on a shelf).
However, for the best experience, we advise you to connect directly to the cable modem via an Ethernet cable.

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.
For information on how to access your MELITA Web Space or FTP, please click here.