Our Customer Promise
Our Customer Promise
Our Customer Promise
At GO, you are at the heart of everything we do. We are Malta’s longest-standing and leading communications provider, but more than that, we aspire to be your trusted partner for a truly digitally connected life.
From the moment you join us, to every interaction along the way, our commitment is simple: to earn your trust, every single day.
Choose GO with complete confidence
We want you to feel completely confident choosing GO. That’s why every Internet, TV and Mobile subscription comes with our 30-Day Try & Buy guarantee. If our service doesn’t meet your expectations within the first 30 days, you can cancel, no questions asked, no obligations, no hassle. Because your confidence in us matters more than a contract.
Stay connected from the very beginning
We know how important it is to stay connected in today’s world. That’s why we promise to get you connected on the same day you subscribe to our service. And if, in exceptional circumstances, your installation requires more time, we will provide you with an alternative connectivity solution in the interim, because at GO, no one goes to bed without internet.
More Than Connectivity — A Truly Smart Home
Getting you online is just the beginning. We’re here to help you create a home where technology simply works. From reliable WiFi and smart home solutions, to professional installation and expert support, our team will help connect your devices, optimise your home, and make sure everything works seamlessly together.
Because real connectivity isn’t just about having internet. It’s about enjoying a smarter home, powered by technology and supported by people you can trust.
Always By Your Side
Life doesn’t stop, and neither do we. Whether you have a question, need support, or simply want to explore what’s possible, GO is always within reach.Visit us at any of our retail outlets across Malta, or get in touch via WhatsApp, Messenger, email, or telephone. Our fully equipped Customer Care team is ready to assist with everything from connectivity queries to device support, wherever and however you choose to contact us. Our teams are trained, empowered, and committed to resolving your needs quickly, professionally, and with genuine care, because being there for you is part of our promise.
Proactive Care — Because We Think Ahead
We don’t wait for things to go wrong. As your trusted partner, we take a proactive approach to your experience, alerting you in advance of any planned network maintenance, so you’re never caught off guard. And should an unexpected fault arise that is within our control, we commit to:
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- Providing an alternative connectivity solution within 24 hours
- Resolving standard faults within 2 working days
- Supplying a loaner device should an outage be prolonged
- Issuing a pro-rata credit where a resolution or alternative solution falls outside our committed timeframes
When challenges arise that are beyond our control, whether due to third-party works, force majeure, or permit requirements, we promise to keep you fully informed, every step of the way, and work tirelessly to restore your service as swiftly as possible.
Your Trusted Partner — Today and Tomorrow
Whether you’re choosing broadband, mobile, smart home or energy solutions, we’ll take the time to understand your needs and recommend what’s genuinely right for you. No unnecessary products. No confusing jargon. Just honest advice from people you can trust.
That is our promise. And we stand by it — always.
This Customer Promise applies to all residential customers, and reflects the experience every new customer can expect from the moment they choose GO.
A Promise that Goes Beyond Telecoms
Our promise to you doesn’t stop at connectivity. Over the past 50 years, GO has grown from a national telephony provider into a family of specialised businesses, each one built or brought into the GO Group because it makes life a little easier, a little safer, and a little more connected.
Today, when you choose GO, you’re not just choosing broadband, mobile or TV. You’re gaining a trusted partner across every part of your digitally connected life, from the security of your data, to the energy that powers your home, to the wellbeing of the people you love most.
This is what going beyond telecoms means to us: bringing connectivity, energy, protection, security and care together under one roof, so that everything simply works better, together.
Here’s how each member of the GO Group extends our promise to you.
Malta’s digital backbone for business
As Malta’s leading provider of digital infrastructure, BMIT operates advanced data centres, cloud services, managed IT and cybersecurity solutions that keep hundreds of Maltese and international businesses running around the clock. In 2025, BMIT further cemented its position as the backbone of Malta’s digital economy, giving GO customers and business clients the secure, always-on platforms they depend on to operate, scale and innovate with confidence.