Plug & Play 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

How do I set up my router?

Simply plug in your router to a power outlet, switch it on and you can immediately start using the service. Ideally, the router should be placed in a central location within your home and next to a window or balcony for optimal connection.

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?

You can reset your Wi-Fi Password back to the original one indicated on your router sticker. Just press the Reset button at the back of your router for around 15 seconds, and restart your router.

If you have our B3000 model router, the reset button is found on the side.

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.
    Open an Internet browser and type 192.168.1.1 in the web address bar.
  2. Use the Password indicated on your router sticker to log in.
  3. Click on Settings > WLAN > WLAN Basic Settings
  4. Type your new Wi-Fi Name and Wi-Fi Key (Password) in the corresponding fields, and click Apply.

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 at the back of the router.

Router

What do the lights on my router mean?

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

Network Status: Lights up Cyan when connection is optimal (4G), blue when on 3G, yellow when on 2G, and green when connected via cable.

Wi-Fi: Lights up in white when a Wi-Fi connection is available.

LAN/WLAN: Lights up in white when the LAN port is connected to a device.

Signal Bars: Indicate the strength of the signal. If low, you can reposition your router to get optimal signal.

How do I reset my router?

Press the Reset button at the back of your router for around 15 seconds, and restart your router.

If you have our B3000 model router, the reset button is found on the side. Resetting your router will reset your Wi-Fi Name and password to the original ones found on your router sticker, and reset any other settings.

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 is used to connect a Telephone device.

Connection

My Plug & Play Home Internet isn't working. What can I do?

If the Network Status and Signal Bars are showing that reception is not optimal, reposition your router. Ideally it should be placed in a central location in your home, and close to a window or balcony. The Network Status light should by cyan to indicate 4G connection.

Try connecting different devices, such as different phones, to ensure that the issue is not coming from the device you are using.
Reset your router by pressing the reset button, to refresh your connection. This will also reset the Wi-Fi Name and Password to the original ones found on the router sticker, and reset any other settings.
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 Plug & Play 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 32 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 Home Internet plan. On your first bill, which you will receive the month after subscribing to the service, it will be pro-rated and not the full fee.

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 Plug & Play 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.