At Melita, we work hard to keep our customers happy everyday. There are days when no matter how hard we try,
we just don’t meet your expectations. We know this and we’re taking additional steps to serve you even better.
So we have set out promises on how we plan to care for you.
We have identified four areas that generate the most questions from our customers and developed a promise for each of these areas.
Getting our services installed
We promise to install our services within two working days from when you sign up, in areas where our cable infrastructure is already available. Our technicians will endeavour to fit around your schedule but if none of our suggested time slots work for you, then you can schedule another installation appointment at your convenience.
Repairs and maintenance
Our team of specialised network engineers are dedicated to keep the network running smoothly. Nevertheless there are days when things go wrong.
If for some reason your TV, fixed telephony or internet service are totally unavailable to you, meaning you are completely disconnected and have no service whatsoever, we promise to fix the problem within one working day from the time we receive your report.
To report your problem, please click here to run your own Diagnostic Test in order to check and solve any issues.
Here’s our Speed Guarantee: all our internet subscribers will reach the download and upload speeds they are subscribed to when connected to an internet modem via a wired connection.
If you wish, there’s an easy way to check your internet speed:
Connect your device to the internet modem through an ethernet cable
Click here to run the speed test
If your connection fails to reach the advertised speed repeatedly at different times during the day, please click here to run your own Diagnostic Test in order to check and solve any issues.
We would like you to know that there may be times during very busy periods when traffic is so high that your internet speed may be lower than the speed you are subscribed to. We continuously invest in our network to keep these instances as short as possible. However, if you are consistently not able to reach the advertised speed, we promise a solution within two working days of receiving your report.
Customer Care promise
We do our very best to handle your query in a way that satisfies you. We listen to all our customers and measure ourselves on how happy you are with our service.
Check our last month’s scores here.
We would like all our customers to be happy and satisfied with our services. If you feel that we’re not fulfilling our promises, or if you think we can serve you better, please e-mail us on firstname.lastname@example.org.
We promise an answer within one working day to help out with your difficulty. Make sure to give us a valid phone where to reach you at any time.
If you are still unhappy with the solution offered, you can then proceed to lodge a complaint with Harald Rösch, our Chief Executive Officer, by emailing email@example.com or by sending a letter to:
Harald Rösch, Chief Executive Officer,
Melita Ltd, Gasan Centre, Mrieħel Bypass,
Mrieħel BKR 3000