Super Fibre Home Internet FAQs

Super Fibre Home Internet FAQs

How can we help you?

We’re here to help! Get the answers to your questions about everything including, installing your device, troubleshooting your connection, billing, and more.

Super Fibre Installation

Wi-Fi Name & Password

Telephony Support

Super Fibre Router Support

Super Fibre Connection

Bills & Payments

Super Fibre Installation

What’s the Fibre installation process?

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

What do I need to know before Fibre Installation?
  1. Sign Up for Super Fibre Internet by visiting any of our Epic stores or speaking with a Sales member over the phone. We will give you the Epic Super Fibre Internet router and set up an appointment with an installer to visit and install Fibre in your home.
  2. If you wish to keep your current fixed landline number, do not terminate your current home internet service before the Fibre installation is complete, otherwise the landline number may be lost. The request to transfer the fixed number may only be requested from the other service provider once the installation of the fibre internet is successful.
  3. If you require any permissions to get access to the roof and/or neighbour’s premises on the day of installation, kindly make sure that these are obtained, otherwise the appointment will have to be rescheduled.
  4. Call us on 9999 9247 at least 3 working days before the appointment if you wish to make any changes to your order or appointment date or time.
  5. The installer will give their recommendations for the installation upon inspecting the site and take the final decision.
  6. Make sure you have 1 power sockets available in the place identified. We recommend a surge-protected power socket.
  7. Make sure the place identified is adequate to host electrical equipment, is not exposed to humidity and has enough ventilation.
  8. 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 the previously mentioned access is available.
What comes after a successful Fibre Installation?
  1. Once the installer completes the installation, follow the Set Up Guide on your Epic router box to enable Epic Super Fibre Internet service in your home.
  2. Connect any devices you have at home, wireless or wired.
  3. You can now enjoy lightning-fast home internet!

Wi-Fi Name & Password

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

    Slide the base located under the box to reveal the name and password of the Wi-Fi. Slide it back afterwards to ensure optimal performances.

    SSID – This is the name of your Wi-Fi connection.

    Password – The code listed here is the Wi-Fi Password.

    I can't remember my Password, what do I do?
    1. Press the reset button for about 15 seconds, or until the power light is the only light on the front of your router.
    2. The connection will resume once you see all the 4 LED’s steady white at the front of your router.
    3. This process will take approximately 5 minutes to complete. It will reset your Wi-Fi Name and Password (and any other setting) to the original ones found on the router sticker.
    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 192.168.1.1 or http://epic.box in the web address bar. Use ‘admin’ as the default username and Router Password displayed as ‘GUI Password’ as indicated on your router sticker to log in.
    3. Click the side menu and select Wi-Fi > General > change the SSID (Wi-Fi Name) and Wi-Fi Password by clicking on Change Password.
    4. Click Save

    Telephony Support

      Is Telephony included in my service?

      Epic Super Fibre Internet plans come with unlimited free calls to local Epic mobile numbers and all local landlines. You will be charged at the additional rate stated in your agreement for any other calls.

      What's my Telephone number?

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

      How do I connect a Telephone to my router?

      Plug your Telephone device into the black port labelled as ‘Phone Port 1’ at the back of the router.

      Super Fibre Router Support

      What do the lights and buttons on my router mean?

      Wi-Fi: By default, this LED is lit in white, indicating that Wi-Fi is enabled. Press for 2 seconds to switch off Wi-Fi

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

      Fibre: The white LED indicates no fibre issues, whilst if it is steady red indicates that there is an issue with the fibre connectivity.

      Internet: The steady white LED indicates a stable internet connection. However, if CPE is set to bridge mode, this LED will be switched off. If the LED is red, this indicates that there is a connectivity issue.

      Telephony: LED lights up white when connected. If the LED lights up red, this indicates that there is a connectivity issue.

      WPS button- Press for 1 second to enable pairing.

      What are the ports on my router used for?

      You can use the ports to connect devices (such as a laptop or PC) to the router by Ethernet cable. The port labelled Phone Port 1 is used to connect a Telephone device.

      How do I reset my router?
      1. Press the reset button for about 15 seconds, or until the power light is the only light on the front of your router.
      2. The connection will resume once you see all the lights flashing at the front of your router.
      3. This process will take approximately 5 minutes to complete. It will reset your Wi-Fi Name and Password to the original ones found on the router sticker and any other setting.

      Super Fibre Home Connection

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

      The Internet LED should be white and stable.

      Check both Fibre and Internet LED’s that they are white.

      My Fibre LED is white but my Internet LED is red.

       This means that there is a connection error.

      1. The most common solution is to restart your router. Press the Power button once, wait for 15 seconds and then press the Power button again to switch on your router.
      2. Services 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 help you.

      My Fibre LED is red.

      This means that there is a fibre connectivity issue.

      1. Make sure that the fibre cable is correctly plugged in the CPE.
      2. Services 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 help you.

      My Home Internet seems slower than usual. What can I do?

      Epic offers a true fibre connection which enables Internet of speeds up to 2,000Mbps, or 2 Gigabit. This is a first for Malta, and although our network and your Fibre Box (router) allow you to access this speed fully, there also needs to be an equally powerful setup from your end for the best results. The following tips can help you reach the full potential of your Epic Fibre Home Internet:

      1. Wired connection

      a. Connecting

      Our Fibre Box is equipped with a 10 Gbps port which allows one device, also equipped with a 10Gbps port, to connect and experience the full 2,000Mbps speed experience alone. If your connected device is not equipped with this port, our Fibre Box also includes 4x 1 Gigabit ports where multiple devices can also be connected to experience 2,000Mbps speeds simultaneously.

      b. Running a speed test

      You can run a wired speed test from your device when connected to the 10Gbps port, or, alternatively, you can also connect multiple devices to the other 4 ports and run separate speed tests. The sum of these will be the total speed of your connection.

      1. Through Wi-Fi

      a. Connecting

      The Fibre Box is also equipped with a powerful WiFi-6 4×4 802.11ax chipset to deliver super-fast WiFi, when paired with a WiFi6 capable device.

      b. Running a speed test

      Please make sure that your device supports WiFi-6 and that at the time of testing, no other app is running, and the device’s processing power is not capped in any way. To check if your device supports WiFi 6, kindly check the device specifications. WiFi 6 is also displayed as WiFi 802.11 a/b/g/n/ac/6. Another option is to check on GSMArena.com, by searching for your device model, and under WLAN, you can confirm the WiFi version that is supported.

      How to get the best results?

      Epic’s Fibre Box automatically chooses the best WiFi channel with least interference to connect, however this may not always be 100% seamless. This is why we always recommend using a wired connection to get the best speed.

      1. Choosing your Speed Test Server

      Not all test servers are ready to accept speed test sessions higher than 1,000Mbps (or 1 Gigabit). We recommend using the below OOKLA speed test for Epic for best results:  http://speed.epic.com.mt/

       

      How many devices can I connect at any one time?

      You can connect over 100 devices to this service at any one time!

      Good to know:

      Performance may be affected if you have multiple devices connected at once, as the connection will be shared amongst them.

      Bills & 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 Super Fibre Home Internet plan.

      Your first bill will include two monthly 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 are charged here.

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

      Your amount due is made of the ‘Total Outstanding Balance’ (the current bill) and any other pending ones.

      When is my bill due?

      If you have 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.

      How do I pay my Home Internet and Telephone bill?

      We send your monthly bill by email or post (depending on your preferred method) at the beginning of every month. You’ll find all payment option information on the first page of your bill.

      AutoPay (Direct Debit Mandate)

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

      AutoPay will also entitle you to a monthly discount on your bill. Check out your T&Cs to discover the discount you would be entitled to when you register with AutoPay.

      To sign up, simply download the form here and drop it off at any Epic store or send it via email to directdebit@epic.com.mt. We’ll get back to you with confirmation once we’ve processed it. You may also send it by post to:

      Epic Communications Ltd

      Skyparks Business Centre

      Luqa LQA 4000

      Malta

      Should you wish to sign up for Direct Debit using a credit or debit card, simply download the form here and drop it off at any Epic store, or send it via email to directdebit@epic.com.mt. We’ll get back to you with a secure link for you to submit your credit card details to us.

      Internet Banking

      You can also make an Internet Banking payment from your bank’s online banking facility.

      • Local banks: you can simply select Epic as the vendor and input your details.
      • Foreign banks: check the first page of your invoice for our IBANs.

      At an Epic Store

      You can also pay your bill by visiting any Epic store. Please make sure that you present your ID Card or Passport when visiting us. You can find our locations and opening hours here.