Our Customer Promise

At GO, 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. So we offer a ‘try before you buy’ service on your personal Internet, TV and Mobile services. You can subscribe to any of these services, and if they don’t meet your expectations, you can cancel your subscription within 30 days, hassle free, no obligations.

Getting you connected

When you need a new internet connection, you don’t want to wait. So we promise to get you connected to our Internet network within 24 hours of subscribing to our service. If your internet connection requires more time to be installed, for whatever reason, we commit to provide 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 stay connected. Nevertheless, there will be days when things go wrong, and our network is disrupted. This 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, in the case of faults which are beyond our control such as Acts of God or damage cause 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. We have a number of ways for you to reach us. Click here to choose the method that works best for you.

We usually respond to our customers who connect with us on WhatsApp, Messenger, or Live Chat within 30 mins. At times, when a lot of customers are trying to reach us at the same time, such as in the case of general faults, there can be unavoidable delays.

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 make things right, which in some cases may include compensation. Refunds or compensation are handled on a case-by-case basis.

If you feel that we have still not addressed your issue or enquiry 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 nikhil@go.com.mt

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, or via their web form available here.

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 here.