Melita Ltd Reviews

Beware of Melita's unfair commercial practice. They will not let you terminate your contract.

In February I had requested the termination of Melita service. I got an e-mail confirming the end of the service, with the indication to return their devices after the termination date, in April.

When I went to the store to return the devices, I DISCOVERED THAT MY REQUEST HAS BEEN CANCELLED by the Retention Team; in fact they had called me (please notice that being a call, you don’t have anything suitable for a court) asked me if they could send me an offer but NEVER TOLD ME THAT THEY WOULD CANCEL MY REQUEST “BECAUSE THEY WERE WAITING FOR MY RESPONSE”. Very unfair!

In the store they said they couldn’t do anything as another department takes care of terminations and the other department cannot be called directly by customers; so when I said that this behavior is ILLEGAL and that I wanted to talk to a manager, they answered they couldn’t call anybody and they could only enter a new request for termination (with a new 30 days termination date!).

To make a long story short, to have my rights respected, I ended up going 3 times to the store, compiling 2 complaints with the clear intention of calling a lawyer.

I have been a Melita client for almost 8 years and probably I will never be again because of this retention & commercial policy.

Date of experience: April 11, 2024

Been few years with Melita and have constantly had home
Wifi issues. Slow and cuts off at times. When I ask for explanation it’s always the same answer, outside issue with area line, but they won’t address requests to get a report on the matter. If you complain they will say they will
Send technician but it might cost you 25 euros if the issue is not
From Melita, what a joke. Appalling customer service and dodgy. Will look in to changing the provider!

Date of experience: April 06, 2024

Anyone in need of internet in Malta, stay away from this company. This is my second review and things are only getting worse.
After going through several months of constant lag/buffering and complete break down of the internet, where the customer service department goes around in circles not being able to decide which story they would attempt selling me on the day and agents contradicting each other, they eventually fixed the issue which took them about a month and as it turned out, the issue was outside in my street, not inside my home. I then got good internet for about a month.
Then it all went down again and I once again wasted god knows how long with customer service who over and over insisted there is no issue. I asked several times if there is a fault in my area again as it turned out last time which is about less than 2 months ago and I was told that there are no issues.
I insisted on them sending a technician cause I couldnt work, browse the internet, watch TV, nothing, to which I was told that I would have to pay EUR 25 for a technician to come over.
We as customer rent the modem, we dont buy them so its Melita´s responsibility to service their own product, not we pay for them to do so apart from paying the monthly fees anyway so I told them, there is no way in hell I will pay for someone to service the modem they lease out.
Long story short, once again, technician came, checked the modem, the roof cables and concluded that once again there was an issue with the box outside on the street which would require a high-up and a qualified technician to open in order to change the frequency.
This was done and now it works again, but given their track record, for how long?
After his whole ordeal, twice within months, I wrote a complaint and at the same time attached a copy of my new ID card to update my personal information because their own app has the function but it does not work. You cannot edit any personal information or upload any documents.
This email was sent over 2 weeks ago, no acknowledgement to my complaint or change of ID. Today I wrote on messenger to get an explanation as to why my personal information havent been updated and why no reply has been given to my complaint and nothing. The agent advised that I have to show up in person to edit my personal data. I was previously told that I could get this done by sending an email with the documents attached and today I was told no, you have to come in person. After much discussion and me insisting I would do no such thing, I was told that in order for them to change my ID, I would have to provide a copy of my old ID which I obviously dont have anymore because Identity Malta confiscated the old ID when it was replaced. Apart from that, the old ID was given to them years ago.
Eventually after much back and forth, the agent concluded that they will update my ID after all.
But WHY do we as customers have to put up with these constant internet problems? Why within a month of fixing the box in the street, does it happen again? Why are they unable to solve things once and for all and why do the customer service attempt to blame the customer for the issues and suck more money out of their customers? I simply cannot fathom how incompetent this company have become. Agents are clearly not trained well for them to on the same day give customers different reasons or replies. It makes no sense. Why should we as customer have to deal with a customer service department that have no clue what they are doing and this on a regular basis?
They tie you down on a contract, yet you end up paying for a service you wont actually receive. They cant fix their own system without it breaking down within weeks, and put all this hassle and stress on the customer to chase it being resolved and along the way, get close to insulted by the agents who take your call.
So again, anyone who needs an internet provider, DO NOT CHOOSE MELITA. I cant speak for GO but having been with Melita since they started in Malta, the service has stooped to such a low, they shouldnt be allowed to operate claiming to be the best ISP on the island.

Date of experience: April 23, 2024

Everything is wrong with this company, they can't set up a plan correctly, always appears, the previous agent did something wrong and they have to charge you. Also you can't get rid of them, I got 4 times the wrong information, in the end, if you already left, they are going to tell you, you can't quit the contract, you have to come by person in a store. When you are finally back in the store, they tell you that it was possible without going there. Madhouse, very unhappy agents, toxic climate. Stay away

Date of experience: April 01, 2024

Built to scam people. To sell a plan they tell you all you want to hear, after they scam you. If you need customer support, you ask 3 different people and get 3 different answers. They are specialized in scamming expats, you go there sort everything out, but when you have left the country they continue billing you, telling you have to come personally there otherwise they can’t stop billing you! That’s just the tip of the iceberg, much more awful things happene, stay away!

Date of experience: February 15, 2024

Terrible customer service. Spent almost 2 hours on chat just to get my home Internet re-activated cause of a new contract and discuss other issues which were not solved. I ended up without Tv channels on my Tv set cause of miscommunication with one of their representatives. The solution on chat: "install the TV app on your mobile"

Date of experience: March 06, 2024

they should be ashamed for their absolutely incompetent customer support. i am a physician cut off from communication for 2 weeks. i have spent several hours mailing and chatting with around 15-20 people from melita, who each time promised to call me back. since severe harm was caused by melita related to my job as a physician i will now take legal action. they left me no choice!

Date of experience: December 27, 2023

I only give you a one only because there was not a zero. i should not expecting to get any good outcome because all your review speaks and they are negative. heartless and inconsiderate company. they add stress to your stress, Worst company i have to deal with ever

Date of experience: February 09, 2024

Been with melita for 2 years. after a little bit of rain internet is horrible. when I first applied with them I had no internet for 4months, then right after this internet kept disconnecting all the time, could not do 5 minutes lecture without disconnecting. What they asked from me after every month is the 35ewro payment. unfortunately in Malta there are only crap internet providers

Date of experience: November 22, 2023

Terrible Technical Support team that ask you questions a 5 year old would when having an issue with a SIM that has never worked (did you turn roaming on/off, can you turn your phone on/off). Also having to constantly repeat answers you have already given them (on live chat so they even have them written in front of them). Never had one issue with my Epic SIM in two years but thought I was getting a better deal here.
Definitely avoid Melita if you ever think you may need aftercare assistance.

Date of experience: September 17, 2023

I recently switched to Melita's fibre internet service and it's been a game-changer. Their connection speed is incredibly fast, a significant upgrade from my previous provider. I now also have Wi-Fi coverage in every room

Date of experience: December 30, 2023

As useless as a glass hammer. Send you a message that their service will suffer an outage for 4 hours between 07:30-11:30. Three hours later, at 14:30 service was still out, and when reported to support and requested compensation, they offer a full 1 Euro, for 7 hours of work missed. 1 full Euro. Unacceptable and disrespectful towards clients who spend each month and pay on time.

Date of experience: June 27, 2023

I am trying to reach customer care via Melita Chat, however, no one has replied. The reason is to change my subscription.
As per the internet speed, I am supposing paying a higher fee for improved speed, however, some months ago I commenced to experience unstable reception and low speed.

Date of experience: December 29, 2023

I have lived in 5 different countries. Melita is by far the worst mobile service provider I have ever used.

They sell you 5G but you will actually just get 3G speed (if you are lucky).

I mean afterall: We are talking here about a Maltese company. It represents the country pretty well: inefficient, retraded, run by idoits, quality non existent and service out of the rubbish bin.

Date of experience: February 28, 2023

Worst customer service ever. On a normal market, I mean outsidfe the little rock of Malta in the sea, this company could not exist with this kind of sevice. Support useless, technican helpless, system not stabil. Honestly, flush your money in the toilet when you want to buy a product of them.

Date of experience: July 31, 2023

A big thanks to one of your co- ordinators....Mr Victor Busuttil.
So helpful. He contacted me when I was not home and even though I called back later he made sure to visit again when I arrived.
People like Mr Busuttil should be appreciated and respected.
Thank you so much

Date of experience: April 12, 2023

Home internet cuts out at least once per month and you have to get a technician round to fix it every time. Embarrassing Mickey Mouse company that’s very lucky there is no competition. Would love to see them go bankrupt. Or their offices burn down. Or something else equally as devastating.

Date of experience: April 29, 2022

One star is way too much .horrible horrible experience. stealing money from my credit multiple times. Customers are never right even if you prove it with a bank statement. Playing stupid trying to convince you to overuse data when you have unlimited

Date of experience: August 22, 2022

The worst company I've ever seen in my entire life. I stayed almost a year in Malta, and the number of issues with this company is unbelievable.
- 0 professionalism
- Add charge freely
- Proposed many solutions, for doing nothing finally

Just a company TRAP, think that people are such a fool.

Date of experience: April 12, 2023

I have had my fair share of bad experiences with Melita. They still have quite a bit to learn from their peers in other countries, however, their new live chat tool and TSN service both pull up the overall impression. Looks like the company is trying to improve, and for that I commend them.

Date of experience: February 11, 2020