Support Home Internet

Laptop Vodafone

Home Internet
and Landline Support

 

Installation

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    Once I sign up for Fibre Home Internet, what’s the installation process?

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    Once you sign up for Fibre Internet, we will give you the Vodafone Fibre Internet router and set up an appointment with an installer to visit and install Fibre in your home. Following that, just follow our Set Up Guide instructions to finish installation.

    If you already have Fibre set up in your home, please wait for the previous service to stop working, and then follow our Set Up Guide instructions to install your Vodafone Fibre Internet router.

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    What do I need to know before installation?

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    Check out our Good to Know Guide, which has more information on installation.

    Good to remember
    before installation:

    1. Allow up to 72 hours to receive a call with an appointment date.
    2. Make sure that you get the necessary access to the roof and/or neighbours’ premises through which our fibre cable might pass.
    3. Should you wish to make changes to your appointment, please contact us on 9999 9247 at least 3 working days before the appointment day.
    4. The installation will happen at the fi rst entry point within the premises. The installer will give his recommendations upon inspecting the site and take the final decision.
    5. Make sure you have 2 power sockets available in the place identified. A surge protected power socket is recommended.
    6. Make sure the place identified is adequate to host electrical equipment, is not exposed to humidity and has enough ventilation.
    7. The installer will be contacting you up to 30 minutes before the appointment. Please make sure that a person over 18 years of age whom you authorise to sign for the completion of works is present and aforementioned access is available.
    8. Fibre installation will be complete once the small black box (ONT) has been installed by the installer.

    Following a successful Fibre installation

    1. After the Fibre installation is completed, you are required to install the Vodafone router as explained in the instruction leaflet found in the box, to enable Vodafone Fibre Internet service.
    2. Connect any devices you have at home, wireless or wired.
    3. You can now enjoy lightning fast home internet!

Wi-Fi Name and Password

Telephony

Router

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    What do the lights on my router mean?

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    1. Power: Lights up in white when the router is switched on.
    2. Internet: Blinks when connecting to the internet, and lights up in white when successfully connected. Blinks red when there is an error in connection.
    3. Phone: Lights up in white when a landline is connected, and blinks during an ongoing call. Blinks red if there is an error with the landline.
    4. Mobile: Lights up white when connected to 4G/3G.
    5. Wi-Fi: Lights up in white when Wi-Fi is on, blinks when WPS (device) pairing is taking place.

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    How do I reset my router?

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    Press the reset button for about 5 seconds, or until the power light is the only light on the front of the router. Connection will resume once you see all the lights flashing at the front of the router. This process will take approximately 5 minutes to complete, and will reset your Wi-Fi Name and Password back to the original ones found on the router sticker, and any other setting.

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    What are the ports on my router used for?

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    The ports can be used to connect devices, such as a laptop or PC, to the router by an Ethernet cable. The port labelled TEL 1 is used to connect a Telephone device.

Connection

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    My Fibre Home Internet isn’t working. What can I do?

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    1. The Internet light should be white and stable. If light is white and blinking, then the device is still connecting to the internet. If blinking white, log into the administration website with the log in details on your router sticker, and check whether a Firmware update is needed.
    2. If the light is blinking red, there is a connection error – most connection problems can be solved by restarting the router. To restart the router, press the Power button once, wait for 10 seconds and then press the power button again to switch it on.
    3. Check your Ethernet Cable to ensure it’s not the root of the issue. You should also try different Ethernet Cables.
    4. Reset the ONT (the smaller black box)– Press the reset button until it is switched off, and switched on again. If the alarm light is on, please get in touch with us so we can assist you further.
    5. If this does not work, reset the router completely by pressing the reset button for 10-15 seconds and until the router is switched on again.

    Service may be interrupted during power outages and when there’s maintenance going on in your area.

    If the issue persists, please get in touch with us so we can assist you further.

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    My Fibre Home Internet seems slower than usual. What can I do?

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    1. Follow the steps above to ensure your router is connected.
    2. Download a speed test application, or access http://speed.vodafone.com.mt, and take readings at different times of day if the issue persists. The device used for the speedtest must be capable of reading speeds up to the optimal maximum on your Fibre plan.

    Service may be interrupted during power outages and when there’s maintenance going on in your area.

    If the issue persists, please get in touch with us so we can assist you further.

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    How many devices can I connect at any one time?

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    You can connect up to 100 devices to this service at any one time. Keep in mind that performance may be affected if you have multiple devices connected at once, as connection will be shared amongst them.

Bills and Payments

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    I need help understanding my bill.

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    The bill for your Home Internet service includes the following charges:

    • Monthly Access Fee: This is the monthly cost of your Fibre Home Internet plan, and is charged one month in advance. Your first bill will therefore include two such charges: one for the coming month, and a pro-rate charge for the previous one.
    • Telephony Charges: Any calls made which are not free with your service, will be charged here.
    • Other Credits and Charges: Any refunds, discounts, additional charges etc., will be detailed in this section.

    Your Total Outstanding Balance, which covers the current bill and any other previous pending ones, is the amount due.

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    When is my bill due?

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    If you’re subscribed to Direct Debit, you don’t need to make a manual payment. Your bill will be settled automatically on the last working day of each month.

    For all other payment methods, you’ll find your Payment Due Date on the first page of your bill.

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    How do I pay my Fibre Home Internet and Telephone bill?

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    You will receive your bill by e-mail or post, depending on your preferred method, at the beginning of each month. You’ll find all payment option information on the first page of your bill. Our payment options are:

    Direct Debit Mandate
    We always recommend Direct Debit as the easiest way to pay your bills. With Direct Debit, you sign up once and payments will automatically be made from your bank account on the last working day of each month.

    To sign up, simply download the form here and drop it off at any Vodafone store. You may also send it by post to:

    Vodafone Malta Ltd
    Skyparks Business Centre
    Luqa LQA 4000
    Malta

    Internet Banking
    You can also make an Internet Banking payment from your bank’s online banking facility. For local banks, you can simply select Vodafone as the vendor and input your details. For foreign banks, check the first page of your invoice for our IBAN numbers.

    At a Vodafone Store
    You can also pay your bill by visiting a Vodafone store. Please make sure that you present your ID Card or Passport as well. Our opening hours can be found here

Installation

Wi-Fi and Passwords

Telephony

Router

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    What do the lights on my router mean?

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    1. Power button: Lights up in white when the router is switched on.
    2. Network Status: Lights up Cyan when connection is optimal (4G), blue when on 3G, yellow when on 2G, and green when connected via cable.
    3. Wi-Fi: Lights up in white when a Wi-Fi connection is available.
    4. LAN/WLAN: Lights up in white when the LAN port is connected to a device.
    5. Signal Bars: Indicate the strength of the signal. If low, you can reposition your router to get optimal signal.

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    How do I reset my router?

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    Press the Reset button at the back of your router for around 15 seconds, and restart your router.

    If you have our B3000 model router, the reset button is found on the side. Resetting your router will reset your Wi-Fi Name and password to the original ones found on your router sticker, and reset any other settings.

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    What are the ports on my router used for?

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    The ports can be used to connect devices, such as a laptop or PC, to the router by an Ethernet cable. The port labelled TEL is used to connect a Telephone device.

Connection

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    My Plug & Play Home Internet isn’t working. What can I do?

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    1. If the Network Status and Signal Bars are showing that reception is not optimal, reposition your router. Ideally it should be placed in a central location in your home, and close to a window or balcony. The Network Status light should by cyan to indicate 4G connection.
    2. Try connecting different devices, such as different phones, to ensure that the issue is not coming from the device you are using.
    3. Reset your router by pressing the reset button, to refresh your connection. This will also reset the Wi-Fi Name and Password to the original ones found on the router sticker, and reset any other settings.

    Service may be interrupted during power outages and when there’s maintenance going on in your area.

    If the issue persists, please get in touch with us so we can assist you further.

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    My Plug & Play Home Internet seems slower than usual. What can I do?

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    1. Follow the steps above to ensure your router is receiving optimal reception.
    2. Download a speed test application, or access a http://speed.vodafone.com.mt, and take readings at different times of day if the issue persists. . Speedtests should be taken when the device is connected to the router via cable.

    Service may be interrupted during power outages and when there’s maintenance going on in your area.

    If the issue persists, please get in touch with us so we can assist you further.

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    How many devices can I connect at any one time?

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    You can connect up to 32 devices to this service at any one time. Keep in mind that performance may be affected if you have multiple devices connected at once, as connection will be shared amongst them.

Bills and Payments

  • hide show hide show

    I need help understanding my bill.

    content content

    The bill for your Home Internet service includes the following charges:

    • Monthly Access Fee: This is the monthly cost of your Home Internet plan. On your first bill, which you will receive the month after subscribing to the service, it will be pro-rated and not the full fee.
    • Telephony Charges: Any calls made which are not free with your service, will be charged here.
    • Other Credits and Charges: Any refunds, discounts, additional charges etc., will be detailed in this section.

    Your Total Outstanding Balance, which covers the current bill and any other previous pending ones, is the amount due.

  • hide show hide show

    When is my bill due?

    content content

    If you’re subscribed to Direct Debit, you don’t need to make a manual payment. Your bill will be settled automatically on the last working day of each month.

    For all other payment methods, you’ll find your Payment Due Date on the first page of your bill.

  • hide show hide show

    How do I pay my Plug & Play Home Internet and Telephone bill?

    content content

    You will receive your bill by e-mail or post, depending on your preferred method, at the beginning of each month. You’ll find all payment option information on the first page of your bill. Our payment options are:

    Direct Debit Mandate
    We always recommend Direct Debit as the easiest way to pay your bills. With Direct Debit, you sign up once and payments will automatically be made from your bank account on the last working day of each month.

    To sign up, simply download the form here and drop it off at any Vodafone store. You may also send it by post to:

    Vodafone Malta Ltd
    Skyparks Business Centre
    Luqa LQA 4000
    Malta

    Internet Banking
    You can also make an Internet Banking payment from your bank’s online banking facility. For local banks, you can simply select Vodafone as the vendor and input your details. For foreign banks, check the first page of your invoice for our IBAN numbers.

    At a Vodafone Store
    You can also pay your bill by visiting a Vodafone store. Please make sure that you present your ID Card or Passport as well. Our opening hours can be found here