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Our Customer Promise
Our Customer Promise
Our Customer Promise
We want to make sure you’re delighted with our service, every day.
We are conscious that you depend on us to keep you connected to the people and things that matter to you most.
That’s a big responsibility and one we take very seriously. Below we’ve specified our commitment to you, and what you can do if you think we’ve fallen short of your expectations.
Choosing a GO product
We want you to be delighted with every one of our products or services. This is why we offer a ‘Try & Buy’ service on your Internet, TV and Mobile services. You can subscribe to any of these and if they don’t meet your expectations, you can cancel your subscription within 30 days, hassle free, no obligations and no questions asked.
Getting you connected
We know that when you need a new internet connection, you don’t want to wait. So we promise to get you connected within 24 hours of subscribing to our service. And if, for whatever reason, your connection requires more time to be installed, we’ll provide you an alternative solution until we’re able to complete the installation.
Caring for your connection
We have a great team of individuals who work hard, every day, to make sure you are connected and stay connected. However, there will be days when things go wrong and our network is disrupted, which means that you may sometimes suffer interruptions of your service.
When the fault is within our control, we promise to get you connected with an alternative internet solution within 24 hours. We commit to resolve standard faults within a maximum of 2 working days from the time fault is reported. If the fault is not restored within 2 working days and an alternative solution is not available, you are entitled to a pro-rata refund of the monthly fee of up to a maximum of 1 month. Your account will be credited once we have successfully evaluated your claim.
On the other hand, when it comes to faults which are beyond our control, such as Acts of God, damage caused to our infrastructure by third parties or when we require permits and/or third party intervention to fix the fault, we promise to keep you updated on the progress made and will do our utmost to offer alternative solutions to keep you connected until the fault is resolved.
Getting in contact with us
If you want to learn more about our products or are experiencing a problem with one of our services, we would love to hear from you. There are a number of ways you can get in touch with us.
We usually respond to our customers who connect with us on WhatsApp, Messenger or Live Chat within 30 mins. At times, when a large number of customers are trying to reach us at the same time, such as in the case of general faults, delays are unavoidable.
More info
If you feel that we did not meet your expectations, please get in touch with us to explain your experience. We are committed to making things right, which in some cases may include compensation. Refunds or compensation are handled on a case-by-case basis.
On the other hand, if you feel that we have still not addressed your issue to your satisfaction or would like to suggest improvements on how we can serve you better, feel free to reach out to our CEO Nikhil Patil via email at [email protected]
If you have exhausted all of the above and still feel that your issue has not been addressed by us, you may wish to reach out to the Malta Communications Authority, the regulator for the telecommunications industry, which provides a free independent service to assist in such cases. They can be contacted:
- By post on Malta Communications Authority (MCA), Valletta Waterfront, Pinto Wharf, Floriana, FRN1913, Malta
- By telephone on (+356) 2133 6840
- Via their web form.
And if your complaint relates to an online purchase which we have unfortunately not been able to resolve for you, you may make a complaint via the EU’s Online Dispute Resolution portal.