Fibre Home Internet FAQs

FAQs

What can we help you with?

Here are answers to the top queries we typically encounter. Can’t find your query? Check out the list of topics below.

Installation

Once I sign up for Fibre Home Internet, what’s the installation process?

Once you sign up for Fibre Internet, we will give you the Epic Fibre Internet router and set up an appointment with an installer to visit and install Fibre in your home. Following that, just follow our Set Up Guide instructions to finish installation.

If you already have Fibre set up in your home, please wait for the previous service to stop working, and then follow our Set Up Guide instructions to install your Epic Fibre Internet router.

How will I know that my bundle was purchased successfully?

You will receive a confirmation SMS once your bundle has been successfully purchased, and can start using it from then until it expires or until it is consumed. Should you start making use of your services before receiving this confirmation SMS, standard out of bundle rates will apply since usage cannot be done from the bundle until it is successfully purchased.

Good to remember
before installation:

1. Allow up to 72 hours to receive a call with an appointment date.
2. Make sure that you get the necessary access to the roof and/or neighbours’ premises through which our fibre cable might pass.
3. Should you wish to make changes to your appointment, please contact us on 9999 9247 at least 3 working days before the appointment day.
4. The installation will happen at the first entry point within the premises. The installer will give his recommendations upon inspecting the site and take the final decision.
5. Make sure you have 2 power sockets available in the place identified. A surge protected power socket is recommended.
6. Make sure the place identified is adequate to host electrical equipment, is not exposed to humidity and has enough ventilation.
7. The installer will be contacting you up to 30 minutes before the appointment. Please make sure that a person over 18 years of age whom you authorise to sign for the completion of works is present and aforementioned access is available.
8. Fibre installation will be complete once the small black box (ONT) has been installed by the installer.

Following a successful Fibre installation

1. After the Fibre installation is completed, you are required to install the Epic router as explained in the instruction leaflet found in the box, to enable Epic Fibre Internet service.
2. Connect any devices you have at home, wireless or wired.
3. You can now enjoy lightning fast home internet!

What do I need to know before installation?

Check out our Good to Know Guide, which has more information on installation

Wi-Fi Name and Password

Where do I find my Wi-Fi Name and Password?

A sticker at the bottom of your router indicates:

Nom Rete Wi-Fi (SSID) – This is the name that is displayed for your Wi-Fi.
Password Wi-Fi – The code listed here is the Wi-Fi Password.

I can't remember my Password, what do I do?

Press the reset button for about 5 seconds, or until the power light is the only light on the front of the router. Connection will resume once you see all the lights flashing at the front of the router. This process will take approximately 5 minutes to complete, and will reset your Wi-Fi Name and Password back to the original ones found on the router sticker, and any other setting.

How do I change my Wi-Fi Name and Password?
  1. Connect a Laptop or PC to your router via Wi-Fi or a cable.
  2. Open an Internet browser and type the URL found on your router sticker in the web address bar. Use the Username and Router
  3. Password indicated on your router sticker to log in.
  4. Click the side menu and select Wi-Fi > General > change the SSID (Wi-Fi Name) and Wi-Fi Password by clicking on Change Password.
  5. Click Save

Telephony

Is Telephony included in my service?

Unlimited free calls to local Epic mobile numbers and local Epic landlines are included with this service. Any other calls are charged at an additional rate.

What's my Telephone number?

You can find your Home Telephone number on your signed agreement, and on each monthly bill.

How do I connect a Telephone to my router?

Plug in your Telephone device to the black port labelled TEL 1 at the back of the router.

Router

What do the lights on my router mean?

Power: Lights up in white when the router is switched on.

Internet: Blinks when connecting to the internet, and lights up in white when successfully connected. Blinks red when there is an error in connection.

Phone: Lights up in white when a landline is connected, and blinks during an ongoing call. Blinks red if there is an error with the landline.

Mobile: Lights up white when connected to 4G/3G.

Wi-Fi: Lights up in white when Wi-Fi is on, blinks when WPS (device) pairing is taking place.

How do I reset my router?

Press the reset button for about 5 seconds, or until the power light is the only light on the front of the router. Connection will resume once you see all the lights flashing at the front of the router. This process will take approximately 5 minutes to complete, and will reset your Wi-Fi Name and Password back to the original ones found on the router sticker, and any other setting.

What are the ports on my router used for?

The ports can be used to connect devices, such as a laptop or PC, to the router by an Ethernet cable. The port labelled TEL 1 is used to connect a Telephone device.

Connection

My Fibre Home Internet isn't working. What can I do?

The Internet light should be white and stable. If light is white and blinking, then the device is still connecting to the internet. If blinking white, log into the administration website with the log in details on your router sticker, and check whether a Firmware update is needed.

If the light is blinking red, there is a connection error – most connection problems can be solved by restarting the router. To restart the router, press the Power button once, wait for 10 seconds and then press the power button again to switch it on.

Check your Ethernet Cable to ensure it’s not the root of the issue. You should also try different Ethernet Cables.
Reset the ONT (the smaller black box)– Press the reset button until it is switched off, and switched on again. If the alarm light is on, please get in touch with us so we can assist you further.

If this does not work, reset the router completely by pressing the reset button for 10-15 seconds and until the router is switched on again.
Service may be interrupted during power outages and when there’s maintenance going on in your area.

If the issue persists, please get in touch with us so we can assist you further.

My Fibre Home Internet seems slower than usual. What can I do?
  • Follow the steps above to ensure your router is connected.
  • Download a speed test application and take readings at different times of day if the issue persists. The device used for the speedtest must be capable of reading speeds up to the optimal maximum on your Fibre plan.
  • Service may be interrupted during power outages and when there’s maintenance going on in your area.

If the issue persists, please get in touch with us so we can assist you further.

How many device can I connect at any one time?

You can connect up to 100 devices to this service at any one time. Keep in mind that performance may be affected if you have multiple devices connected at once, as connection will be shared amongst them.

Bills and Payments

I need help understanding my bill

The bill for your Home Internet service includes the following charges:

Monthly Access Fee: This is the monthly cost of your Fibre Home Internet plan, and is charged one month in advance. Your first bill will therefore include two such charges: one for the coming month, and a pro-rate charge for the previous one.

Telephony Charges: Any calls made which are not free with your service, will be charged here.

Other Credits and Charges: Any refunds, discounts, additional charges etc., will be detailed in this section.

Your Total Outstanding Balance, which covers the current bill and any other previous pending ones, is the amount due.

How do I pay my Fibre Home Internet and Telephone bill?

You will receive your bill by e-mail or post, depending on your preferred method, at the beginning of each month. You’ll find all payment option information on the first page of your bill. Our payment options are:

  • Direct Debit Mandate
    We always recommend Direct Debit as the easiest way to pay your bills. With Direct Debit, you sign up once and payments will automatically be made from your bank account on the last working day of each month.

    To sign up, simply download the form here and drop it off at any Epic store. You may also send it by post to:

    Epic Communications Ltd
    Skyparks Business Centre
    Luqa LQA 4000
    Malta

     

  • Internet Banking
    You can also make an Internet Banking payment from your bank’s online banking facility. For local banks, you can simply select Epic as the vendor and input your details. For foreign banks, check the first page of your invoice for our IBAN numbers.

     

  • At an Epic Store
    You can also pay your bill by visiting an Epic store. Please make sure that you present your ID Card or Passport as well. Our opening hours can be found here
When is my bill due?

If you’re subscribed to Direct Debit, you don’t need to make a manual payment. Your bill will be settled automatically on the last working day of each month.

For all other payment methods, you’ll find your Payment Due Date on the first page of your bill.