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Internet Support

How can we help?

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

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Epic Home Fibre

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Epic Instant Wi-Fi

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Wifi Support

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Billing

Wi-Fi Support

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

    A sticker at the bottom of your router indicates:

    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 5 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 (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 the URL found on your router sticker in the web address bar. Use the Username and Router Password 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

    Epic Try & Buy

      What is the Try & Buy offer?

      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.

      Do I still pay for the service if I cancel within 30 days?

      Yes. You will be billed for the service used during the 30-day period, but no early termination fee will apply if you cancel within that timeframe.

      When does the 30-day trial period start?

      Epic Instant Wi-Fi: The 30 days begin on your purchase date.

      Epic Home Fibre: The 30 days begin on your installation date.

      Which plans are eligible for Try & Buy?

      The Try & Buy offer is available on Fibre plans both 1-year and 2-year contracts and FMS committed plans.

      How do I cancel if I’m not satisfied?

      You can request cancellation anytime within the 30-day period by visiting one of our Epic stores and bringing your equipment with you. If equipment is not returned, services cannot be terminated! No early termination fee will apply.

      Is there a limit to how many times I can use Try & Buy?

      The Try & Buy offer is limited to one use per eligible service per customer.

      Telephony Support

        Is Telephony included in my service?

        Epic 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 TEL 1 at the back of the router.

        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 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.

        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 deducted 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.

        • 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.