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Service Description Terms and Conditions before 27th August 2015

If you signed your contract after the 27th of August, kindly refer to the new terms & conditions through this link: Residential Internet Tariff Plan,Internet Product Terms and Conditions or Internet Product Terms and Conditions – Business

 

Internet Service Description

Residential Broadband Service
This service provides users with one of the following broadband connections:

 

Download speed TSR 4 Mbps 5 Mbps 12 Mbps 12-15 Mbps 14-20 Mbps 35 Mbps 35 Mbps 75 Mbps 200 Mbps
Upload speed TSR 512 kbps 512 kbps 512 kbps 1 Mbps 1 Mbps 2 Mbps 5 Mbps 5 Mbps 5 Mbps
Data usage cap 25 GB 50 GB 150 GB Limitless 250 GB Limitless Limitless Limitless Limitless

 

The service is only available for residential phone lines, using a USB or Ethernet modem.

A service will be deemed to qualify for residential rates provided that the telephone number on which the service is requested is listed as a residential service with GO plc.

The modem will be supplied by GO against a refundable deposit. Should the user decide to terminate the service, the modem should be returned to one of GO’s 4P outlets.  The deposit paid will be refunded provided that the modem is returned in a good condition.

Wireless modems are provided free of charge for download speeds equal to or higher than 35Mbps. Should the customer require a wireless modem in other cases, this will be provided against a one-time non-refundable charge of twenty-five euro (€25). In the cases of existing subscriptions, the wireless modem will be provided upon the return of the modem previously leased to the customer.  In default, or should this latter equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, willful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay the Company the sum of fifty euro (€50.00). Such charge shall be paid directly to the Company.

The service minimum subscription period is one (1) month and shall remain active until the subscription period agreed to by the customer or until the contract is terminated.

The service includes an @go.net.mt e-mail address and the mailbox has a quota of 100Mbytes.  When approaching this quota, the user will be advised via e-mail to empty the mailbox.  Should the quota be exceeded, e-mails will be rejected and the sender warned that the message was not delivered.

All incoming and outgoing e-mails are scanned for known viruses and e-mails that are detected to contain a virus may be cleaned or blocked completely. This service is intended to be a first line of defenseand GO cannot guarantee that all viruses will be blocked or cleaned.

GO employs the use of anti-spam filtering software to protect users from receiving unsolicited spam mail.  The system also prevents GO’s mail servers from being used to send spam.  This system is intended as a first line of defense and GO cannot guarantee that all unsolicited mail or spam will be blocked.

All broadband services are offered on a contention ratio basis and all facilities for dialing in, traffic management, routing as well as the bandwidth itself are shared amongst a number of users.  The quality of service may vary according to the number of users online at any one time and cannot be guaranteed.  In order to ensure a fair distribution of bandwidth amongst all GO users, a data usage cap is applied to broadband services as indicated in the table above.

Data usage policies, depending on the time of usage, shall be applied when calculating a user’s total usage.  Total data usage is then compared to the user’s data usage cap. The applicable data usage policies regarding peak and off-peak time brackets are defined as follows:

  Time bracket Billed data
Peak daily From 0600 to 2400 Actual data used
Off-peak daily From 0001 to 0559 Not billed (free nights)

where:

  • Actual data used = Bytes actually downloaded by customer,
  • Billed data = Bytes accrued to the customer’s data usage counter

The data usage policies regarding peak and off-peak periods may be changed by GO by giving fifteen (15) days’ notice to the user via e-mail to the user’s @go.net.mt account and by posting the relevant information on the GO website.

More information about the data usage cap is available on GO website.

GO shall endeavour to provide the customer with a connection speed that reflects the service which is being subscribed to.  The connection speed is the speed at which data is transferred between the customer’s computer and the GO routers. The maximum connection speed that can be achieved on the line will vary based on a variety of factors, including, but not limited to:

  • the distance of the customer’s premises to the provisioning exchange
  • condition of wiring up to the customer’s premises
  • condition of wiring within the customer’s premises
  • number and type of appliances connected to the customer’s line.

Should tests prove that the connection speed subscribed to cannot be reached, the line speed will be synched at the maximum speed achievable on the line.  GO regrets that in such cases it will not be possible to reduce the standard charges or to give discounts.

The technology used to provide the service is in GO’s sole discretion.  Some services may be given through technologies on a trial basis.  These may be discontinued should the trial prove that the technology used is unsuitable, unreliable or unsustainable.

The connection speed will always be greater than the download speed, which is the speed at which data is transferred from the internet to the user’s computer, since download speed is dependent on internet or network congestion, and the speed of websites that the user connects to on the internet, among others.

Quality of service is also dependent on the users’ traffic patterns and GO performs bandwidth management at an application level to ensure that bandwidth is being shared fairly amongst users. This management also ensures fair weighting between various applications to ensure that heavy usage applications such as peer-to-peer downloads do not congest the system in a way that the system becomes unusable for other users.

Broadband services continue to be offered as they have always been, on a best effort basis. Other operator charges may apply.

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