How to manage your GO services from home or abroad

14 March 2020

Life

by Helena Esnerova

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Like everyone, we here at GO have been keeping a close eye on the ongoing COVID-19 crisis. We understand that many people are deciding to stay at home to avoid the virus, and we have likewise been taking a number of precautionary measures to protect both you and our workforce.

We have a huge responsibility towards you, our employees and the community at large – a responsibility we take incredibly seriously. Rest assured that we have taken every precautionary measure possible to protect our employees and consequently, protecting you, our customers. If our workforce is not in good health, we cannot serve you to the best of our abilities. We have also set in place a course of action to ensure our network and services are also protected in these times of crisis. We are working hand in hand with the authorities to minimise disruption as much as possible. We are doing our part, but these situations require a collective effort. Here is how you can help too. 

To help keep everything running as smoothly and normally as possible, we’re providing this list of advice on our services and support lines that can be used without needing to go to a GO outlet or other store. 

Contents
1. If you need help from GO
2. If you need to manage your bills and credit
3. If you’re currently abroad
4. More general advice 

 

1. If you need help from GO 

Right now, GO has a wide range of options for you to get help with whatever issues you are having: 

    • Use our website support section for common questions and issues 
    • Use the live chat feature of the website, using the ‘we’re online’ button at the bottom right of the screen (from 8:00 to 17:00, Monday to Friday) 
    • Message us on our Facebook page 
    • Email us at customercare@go.com.mt
Please note that, while we will want to ensure that we can serve you the best possible way even in these circumstances, if our own workforce get impacted, the call centre may experience delays.

 

2. If you need to manage your GO services 

If keeping track of your bills and credit at outlets, other shops or even by mail becomes difficult, there are a number of other methods you can try: 

    • You can check your bill balance, credit balance and make payments through MyGO or the GO app, which can both be used with the same login details.  You can find information on how to set up a MyGO account in this MyGO pdf guide or these two videos: 1. MyGO Registration for eBilling Users 2. Registration for paper bill users
    • We also recommend switching to digital bills if possible if you currently get paper bills, just in case the mail service gets disrupted. This can be done directly through your MyGO account by following the details described in this FAQ on how to set up ebilling.  
    • For paying bills or topping up, you can use the links at the top right of any page on the GO website as shown below, or follow these direct links to pay bills and top up.  You can also pay or top up for someone else if they need it, as long as you have their account number for bills, or mobile number for topping up.
      Quick link menu bar

    3. If you’re currently abroad 

    There is a chance that, if you’re abroad, your travel may be cancelled or delayed. If you find yourself stuck out of Malta for longer than planned, there are a few useful things to note: 

      • Your MyGO or GO app will work from wherever you are to keep track of your credit and bundle balances.
      • In the EU, your mobile plan – monthly or top-up – will work exactly the same as in Malta. Outside the EU, you can keep an eye on the roaming rates by checking the rates on our website. 
      • On MyGO you can also enable your monthly data roaming limit to prevent a bill shock if your stay is extended. You can disable the feature within MyGO as well. 
      • If you’re on a monthly plan, you can get the GO Travel bundle that will work in the non-EU countries listed below, either on the GO app or by sending GOTRAVEL to 16412, which will renew every 3 days until you’re back in Malta:
        AustraliaCanadaChinaHong KongIsraelJapanMontenegroMoroccoNew ZealandRussia, SerbiaSwitzerlandThailandTurkeyUnited States. 
      • If you have any issues with mobile while abroad, you can use any of the online support methods mentioned above. 

     

    4. More general advice 

    We have confirmed that none of our technicians that visit customer’s premises have recently been in any virus hot zones, nor has anyone in their household come into contact with the virus. If there is ever any risk, that technician will not be working.  

    We ask that, if you or anyone in your family is under quarantine, you please urgently notify us if you are expecting a technician visit, ideally when you make the appointment. This helps protect both you and our technicians and stops any general spread of the virus. This also applies to any of your service providers or anyone who will be coming into your home or workplace, whether they are with GO or a different service.