Vodafone Fixed Internet & Telephone Services Terms and Conditions

  • 1. The Vodafone Fixed Internet & Telephone Services Terms and Conditions are offered by Vodafone Malta Limited ('we') to existing and new fixed services customers ('you'). Vodafone reserves the right to limit the number of plans offered to a single person/legal entity. These terms and conditions must be read in conjunction with the Vodafone General Fixed Services Terms and Conditions.
  • 2. You may subscribe to any one of the Vodafone Fixed Internet & Telephone Services Plans as from the 13th June 2016.
  • 3. Vodafone Fixed Internet & Telephone Services Plans available (the ‘ Tariff Plans’):
    • 3.1. 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2. Bundled Fixed Internet & Telephone Plans:

    • Option A: Vodafone Home Internet & Telephony Service on a one (1) year agreement or

      Option B: Vodafone Home Internet & Telephone Service on a two (2) year agreement


      Vodafone Home Internet & Telephone
      Monthly Access Fee €45*
      Fixed Internet Service
      Fixed Internet data cap 350GB/month
      Download Speed(estimated maximum) 30Mbps
      Upload Speed(estimated maximum) 15Mbps
      Internet Device Provided by Vodafone – Monthly Device Rental Fee 2year agreement – No Rental Fee
      1year agreement - €5/month
      IP-Dynamic 1 FREE
      Installation Charge and On-site support Charge Refer to term 6.2 below
      Buy and Try Promotion as per term 4 below Available when signing a 2year agreement
      Service Description TSR download estimate 10-30 Mbps
      Telephony Service
      Calls to any local fixed number Unlimited
      Calls to local Vodafone mobile numbers Unlimited
      Calls to any other local mobile number €0.23/min
      Calls to Premium Rate Numbers Charged outside of your unlimited call minutes
      Premium Call Rate = fixed line call rate + premium rate of the call
      For more information on premium rates visit: http://www.mca.org.mt/notices-and-announcements/premium-rate-numbers-all-you-need-know
      International Call rates For more information click here

    *A discount of €10/month applies to Vodafone customers subscribed to any mobile Post-paid plan, Hybrid plan, or Prepaid plans with at least 6 months of consecutive top-ups. For non-Vodafone customers, or customers on any other Vodafone plan, a discount of €5/month will be applied.

    **Extended Introductory Offer:
    Anybody subscribing to the Tariff Plans between the 5th of August 2016 and the 30th April 2017, both days inclusive, shall have a €5 discount over and above the above-mentioned discounts (the ‘ Extended Introductory Offer’). Therefore, for the avoidance of any doubt, when subscribing to the Tariff Plan during the Extended Introductory Offer, a total discount of €15/month applies to Vodafone customers subscribed to any mobile Post-paid plan, Hybrid plan, or Prepaid plans with at least 6 months of consecutive top-ups; and for non-Vodafone customers, or customers on any other Vodafone plan, a total discount of €10/month will be applied.
  • 4. Offers with the Vodafone Home Internet & Telephone Service
    • 4.1. Vodafone is offering you the Buy and Try promotion when choosing Option B. This promotion gives you:
      • a) Cooling Off Period: These Tariff Plans come with a 14-day cooling off period within which you can decide to stop the agreement, by returning the device/s to the Vodafone Destination Store (Birkirkara Bypass), without incurring any penalties. All devices must be returned in a good working condition, and with their original packaging, in default, a penalty of €200 shall apply in line with term 6.2 below.
      • b) The Buy and Try promotion shall be available once, per subscriber, per contract.
  • 5. Proper use of the Fixed Internet Device (the ‘Device’)
    • 5.1. The Fixed Services provided for under this Tariff Plan should be used in good faith, and by respecting the limits as set out in this term 5.
    • 5.2. You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the Fixed Services. Should you wish to change your fixed address, you are requested to contact us in accordance with term 11.2. The use of the Device at any other address than the one communicated to us is strictly prohibited. Should you breach this term 5.2, Vodafone reserves the right to terminate and/or suspend your Fixed Services
    • 5.3. 5.3 The Fixed Internet Service carries with it a data cap of 350GB per month (the ‘Data Limit’). Once you reach this Data Limit, Vodafone reserves the right to suspend and/or stop your service for the remainder of the then current month. Any unutilised data from the 350GB data cap at the end of the month shall not be carried forward to the following months.
  • 6. Administrative charges and other rates
    • 6.1. The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.
    • 6.2. Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Internet Device €200/ device
      Choosing you own Fixed Telephone number €6.50 one-time charge
      Device Rental Charge for Internet and Telephone Service (for 1 year agreements) €5/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
      Optional External Antenna Installation €125 one-time charge
      Late Payment Penalty (applicable for customers subscribing to this Tariff Plan as from the 1st October 2016) €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice
  • 7. Disconnection and Penalties
    • 7.1. A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and/or termination (prior to the expiration of your Agreement).
    • 7.2. Upon disconnection of service, the Device alongside with its original packaging box should be returned to any of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3. Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1. The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears together with an out of bundle usage at the rates provided in term 3.2 above.
    • 8.2. Payment for this Tariff Plan will be via Direct Debit Mandate.
    • 8.3. Vodafone reserves the right to impose interest at the maximum rate permissible at law with respect to any overdue amount owed to Vodafone for the fixed services provided.
  • 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1. Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions, and the General Fixed Services terms and conditions.
    • 11.2. You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3. 11.3 The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 11.4. 11.4 Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

© v.16.12

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Vodafone Fixed Internet & Telephone Services (as available from 23/02/2017)

  • 1. The Vodafone Fixed Internet & Telephone Services Terms and Conditions are offered by Vodafone Malta Limited ('we') to existing and new fixed services customers ('you'). Vodafone reserves the right to limit the number of plans offered to a single person/legal entity. These terms and conditions must be read in conjunction with the Vodafone General Fixed Services Terms and Conditions.
  • 2. You may subscribe to any one of the Vodafone Fixed Internet & Telephone Services Plans as from the 13th June 2016.
  • 3. Vodafone Fixed Internet & Telephone Services Plans available (the ‘ Tariff Plans’):
    • 3.1. 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2. Bundled Fixed Internet & Telephone Plans:

    • Option A: Vodafone Home Internet & Telephony Service on a one (1) year agreement or

      Option B: Vodafone Home Internet & Telephone Service on a two (2) year agreement


      Vodafone Home Internet & Telephone
      Monthly Access Fee €45*
      Fixed Internet Service
      Fixed Internet data cap 350GB/month
      Download Speed(estimated maximum) Up to 30Mbps
      Upload Speed(estimated maximum) Up to 15Mbps
      Internet Device Provided by Vodafone – Monthly Device Rental Fee 2year agreement – No Rental Fee
      1year agreement - €5/month
      IP-Dynamic 1 FREE
      Installation Charge and On-site support Charge Refer to term 6.2 below
      Buy and Try Promotion as per term 4 below Available when signing a 2year agreement
      Service Description TSR download estimate 10-30 Mbps
      TSR upload estimate 2-14 Mbps
      Telephony Service
      Calls to any local fixed number Unlimited
      Calls to local Vodafone mobile numbers Unlimited
      Calls to any other local mobile number €0.23/min
      Calls to Premium Rate Numbers Charged outside of your unlimited call minutes
      Premium Call Rate = fixed line call rate + premium rate of the call
      For more information on premium rates visit: http://www.mca.org.mt/notices-and-announcements/premium-rate-numbers-all-you-need-know
      International Call rates For more information click here

    *As of 23rd February 2017, a discount of €20/month applies to Vodafone customers subscribed to any mobile Post-paid plan, Hybrid plan, or Prepaid plans with at least 6 months of consecutive top-ups. In these cases, a €25 Monthly Access Fee will be applied. As of the same date, for non-Vodafone customers, or customers on any other Vodafone plan, a discount of €10/month will be applied. In these cases, a €35 Monthly Access Fee will be applied.
  • 4. Offers with the Vodafone Home Internet & Telephone Service
    • 4.1. Vodafone is offering you the Buy and Try promotion when choosing Option B. This promotion gives you:
      • a) Cooling Off Period: These Tariff Plans come with a 14-day cooling off period within which you can decide to stop the agreement, by returning the device/s to the Vodafone Destination Store (Birkirkara Bypass), without incurring any penalties. All devices must be returned in a good working condition, and with their original packaging, in default, a penalty of €200 shall apply in line with term 6.2 below.
      • b) The Buy and Try promotion shall be available once, per subscriber, per contract.
  • 5. Proper use of the Fixed Internet Device (the ‘Device’)
    • 5.1. The Fixed Services provided for under this Tariff Plan should be used in good faith, and by respecting the limits as set out in this term 5.
    • 5.2. You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the Fixed Services. Should you wish to change your fixed address, you are requested to contact us in accordance with term 11.2. The use of the Device at any other address than the one communicated to us is strictly prohibited. Should you breach this term 5.2, Vodafone reserves the right to terminate and/or suspend your Fixed Services
    • 5.3. 5.3 The Fixed Internet Service carries with it a data cap of 350GB per month (the ‘Data Limit’). Once you reach this Data Limit, Vodafone reserves the right to suspend and/or stop your service for the remainder of the then current month. Any unutilised data from the 350GB data cap at the end of the month shall not be carried forward to the following months.
  • 6. Administrative charges and other rates
    • 6.1. The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.
    • 6.2. Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Internet Device €200/ device
      Choosing you own Fixed Telephone number €6.50 one-time charge
      Device Rental Charge for Internet and Telephone Service (for 1 year agreements) €5/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
      Optional External Antenna Installation €125 one-time charge
      Late Payment Penalty (applicable for customers subscribing to this Tariff Plan as from the 1st October 2016) €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice
  • 7. Disconnection and Penalties
    • 7.1. A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and/or termination (prior to the expiration of your Agreement).
    • 7.2. Upon disconnection of service, the Device alongside with its original packaging box should be returned to any of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3. 7.3 Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1. The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears together with an out of bundle usage at the rates provided in term 3.2 above.
    • 8.2. Payment for this Tariff Plan will be via Direct Debit Mandate.
    • 8.3. Vodafone reserves the right to impose interest at the maximum rate permissible at law with respect to any overdue amount owed to Vodafone for the fixed services provided.
  • 9. 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1. Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions, and the General Fixed Services terms and conditions.
    • 11.2. You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3. 11.3 The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 11.4. 11.4 Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

© v.16.12

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Vodafone Fixed Internet and Telephone Services (Valid from 20th July 2018 )

  • 1. The Vodafone Fixed Internet & Telephone Services Terms and Conditions are offered by Vodafone Malta Limited ('we') to existing and new fixed services customers ('you'). Vodafone reserves the right to limit the number of plans offered to a single person/legal entity. These Specific terms and conditions form an integral part of your Agreement for the provision of the services included in this Tariff Plan. These Specific Terms and Conditions constitute a legally binding contract between and must be read in conjunction with (i) General Fixed Services Terms and Conditions, (ii) Vodafone Secure E-Billing Service Terms and Conditions, (iii) 4G Service terms, and any other terms and conditions that might be referred therein. In the event of a conflict between any of the terms, the applicable precedence shall be the order in which the terms are mentioned in this term 3 (highest level of precedence first).
  • 2. You may subscribe to any one of the Vodafone Fixed Internet & Telephone Services Plans as from the 20th July 2018.
  • 3. Vodafone Fixed Internet & Telephone Services Plans available (the ‘ Tariff Plans’):
    • 3.1. All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2. Bundled Fixed Internet & Telephone Plans:

    • Option A: Vodafone Home Internet & Telephony Service on a one (1) year agreement or

      Option B: Vodafone Home Internet & Telephone Service on a two (2) year agreement


      Vodafone Home Internet & Telephone
      Monthly Access Fee €45* &**
      Fixed Internet Service
      Fixed Internet data cap 350GB/month
      Download Speed(estimated maximum) Up to 30Mbps
      Upload Speed(estimated maximum) Up to 15Mbps
      Internet Device Provided by Vodafone – Monthly Device Rental Fee 2year agreement – No Rental Fee
      1year agreement - €5 extra /month
      IP-Dynamic 1 FREE
      Installation Charge and On-site support Charge Refer to term 6.2 below
      Buy and Try Promotion as per term 4 below Available when signing a 2year agreement
      Service Description TSR download estimate 10-30 Mbps
      Telephony Service
      Calls to any local fixed number Unlimited
      Calls to local Vodafone mobile numbers Unlimited
      Calls to any other local mobile number €0.23/min
      Calls to Premium Rate Numbers Charged outside of your unlimited call minutes
      Premium Call Rate = fixed line call rate + premium rate of the call
      For more information on premium rates visit: http://www.mca.org.mt/notices-and-announcements/premium-rate-numbers-all-you-need-know
      International Call rates For more information click here

    * The following Discounts apply for new customers joining this service and for customer renewing and currently paying €27/month or more:

    • - A discount of €15/month applies to Vodafone customers subscribed to any mobile Post-paid plan or Hybrid plan.
      - A discount of €10/month prepaid plans with at least 6 months of consecutive top-ups.

    ** The following Discounts apply for customer renewing this service:

    • - A discount of €20/month applies to Vodafone WiMax customers currently paying €18/month.
      - A discount of €15/month applies to Vodafone customers currently paying €25/month.

    *** Telephony Service will not be automatically included for the customers migrated from to this Tariff Plan from the Link Plans (Vodafone Link Plan for Customers migrated from WIMAX services or Vodafone Link Plans) that included only data services. Such customers can add the Telephony Service to the Tariff Plan by signing a new 2-year agreement.
  • 4. Offers with the Vodafone Home Internet & Telephone Service
    • 4.1. Vodafone is offering you the Buy and Try promotion when choosing Option B. This promotion gives you:
      • a) Cooling Off Period: These Tariff Plans come with a 14-day cooling off period within which you can decide to stop the agreement, by returning the device/s to the Vodafone Destination Store (Birkirkara Bypass), without incurring any penalties. All devices must be returned in a good working condition, and with their original packaging, in default, a penalty of €200 shall apply in line with term 6.2 below.
      • b) The Buy and Try promotion shall be available once, per subscriber, per contract.
  • 5. Proper use of the Fixed Internet Device (the ‘Device’)
    • 5.1. The Fixed Services provided for under this Tariff Plan should be used in good faith, and by respecting the limits as set out in this term 5.
    • 5.2. You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the Fixed Services. Should you wish to change your fixed address, you are requested to contact us in accordance with term 11.2. The use of the Device at any other address than the one communicated to us is strictly prohibited. Should you breach this term 5.2, Vodafone reserves the right to terminate and/or suspend your Fixed Services
    • 5.3. 5.3 The Fixed Internet Service carries with it a data cap of 350GB per month (the ‘Data Limit’). Once you reach this Data Limit, Vodafone reserves the right to suspend and/or stop your service for the remainder of the then current month. Any unutilised data from the 350GB data cap at the end of the month shall not be carried forward to the following months.
  • 6. Administrative charges and other rates
    • 6.1. The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.
    • 6.2. Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Internet Device €200/ device
      Choosing you own Fixed Telephone number €6.50 one-time charge
      Device Rental Charge for Internet and Telephone Service (for 1 year agreements) €5/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
      Optional External Antenna Installation €125 one-time charge
      Late Payment Penalty (applicable for customers subscribing to this Tariff Plan as from the 1st October 2016) €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice
  • 7. Disconnection and Penalties
    • 7.1. A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and/or termination (prior to the expiration of your Agreement).
    • 7.2. Upon disconnection of service, the Device alongside with its original packaging box should be returned to any of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3. 7.3 Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1. The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears together with an out of bundle usage at the rates provided in term 3.2 above.
    • 8.2. Payment for this Tariff Plan will be via Direct Debit Mandate.
    • 8.3. Vodafone reserves the right to impose interest at the maximum rate permissible at law with respect to any overdue amount owed to Vodafone for the fixed services provided.
  • 9. 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 10. E-Billing: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1. Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions, and the General Fixed Services terms and conditions.
    • 11.2. You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3. We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications'), by giving you a 30 calendar days’ prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from your Tariff Plan by informing us of your decision to this effect without incurring any penalties for early termination of your Tariff Plan, provided that if benefiting from a device subsidy a penalty for a device (term 7) applies. Your continued use of the service after the expiration of the 30-day time-period signifies your acceptance of any amendment and you may incur penalties should you decide to opt-out of your Tariff Plan.
    • 11.4. From time to time we may modify the standard settings and/or features of your Tariff Plan to offer an additional value. Such changes might include increasing your allowances or improving your connectivity speeds. In case that such changes are approved and considered to be inherently beneficial by the Malta Communication Authority in accordance with applicable laws, we will inform you about the changes by giving you a 1-day prior written notice and term 11.3 will not apply.
    • 11.5The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 11.6Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

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General Fixed Services Terms and Conditions

  • 1. DEFINITION and GENERAL APPLICATION
    • 1.1. The following terms shall respectively have the following meanings:
      • a) "Agreement" means the Fixed Services Contract Agreement or the Bundle Service Agreement (where the bundled services include inter alia the Service), as the case may be, that Vodafone Malta has entered into with the Customer and which contains all the details necessary for the provision of the Fixed Services.
      • b) "Commencement Date" means the date on which the Fixed Services will be activated by Vodafone.
      • c) "Customer" means the person or company/partnership named in the Fixed Services Contract Agreement.
      • d) "Equipment" means any equipment that is supplied to the Customer for the installation of and access to the Fixed Services.
      • e) "Initial Term" means the initial period of the Agreement, which is indicated therein and which starts to run from the Commencement Date.
      • f) "Fixed Services Contract Agreement" means the contract that when signed by the Customer and Vodafone Malta will bind the Customer and Vodafone Malta to the stipulated terms and conditions.
      • g) "Vodafone" means Vodafone Malta Limited and shall be construed accordingly.
      • h) "Fixed Services" means the Internet and/or VoIP fixed telephony service.
      • i) "Working Day" means any day from Monday to Friday, between 0900 and 1700 hours, and excluding public holidays.
      • j) "Force Majeure" means situations further specified in term 16 below.
    • 1.2. Customers subscribed to Vodafone, will benefit from an Internet and/or VoIP fixed telephony connection, subject to the tariff subscribed to by the Customers.
    • 1.3. All Customers are advised to visit Vodafone’s website ( www.vodafone.com.mt), call Customer Care on 247 or visit our retail stores or any other authorised dealers, to learn about the Access Fees and Charges applicable to the Fixed Services and for the latest information regarding tariffs for these Fixed Services.
    • 1.4. Vodafone’s Specific Terms relating to the various tariffs and promotional offers together with the Traffic Management Policy shall apply. Customers are advised to review the Specific Terms accordingly. Access to the Specific Terms is available by visiting Vodafone ( www.vodafone.com.mt) or Vodafone retail stores.
    • 1.5. Customers may subscribe to the Fixed Services by either visiting one of Vodafone’s retail stores or authorised agents. Prior to visiting the aforementioned retail stores or Vodafone representatives, the customer may call Vodafone Customer Service on 247 and check whether the Vodafone Fixed Services are available within the customer’s location.
  • 2. ACCEPTANCE OF ORDER
    • 2.1. Customers shall be subjected to credit vetting and shall have to be cleared in order to be allowed to subscribe to the Fixed Services.
    • 2.2. Customers choosing the Fixed Services must enter into a written Agreement with Vodafone and Vodafone reserves the right to levy a deposit from Customers who subscribe to the Fixed Services.
    • 2.3. Vodafone will only be bound by the order shown on the Fixed Services Contract Agreement when it has been signed by the Customer. Vodafone reserves the right to accept, or refuse, the Customer as its subscriber. Vodafone reserves the right to accept orders in electronic format, through the provision of digital signatures, when the latter become legally acceptable.
    • 2.4. The relationship between the Registered Subscriber ("Customer") and Vodafone, for the provision of the Service at the premises, shall be regulated by the terms and conditions of the Fixed Services below ("Conditions").
    • 2.5. These Conditions shall, together with the Specific Tariff’s terms and conditions, form an integral part of the Agreement and shall have the force of law between the parties. Except to the extent:
      • a) that in the event of any conflict or inconsistency between any provision of the Specific terms and conditions and any provision of the General Fixed Services terms and conditions, the provisions of the General Fixed Services terms and conditions shall take precedence;
      • b) that all rights conferred on Vodafone under the General Fixed Services Terms and Conditions with respect to any matter or event shall be additional to the rights conferred on Vodafone under the Specific Terms and Conditions or any other agreement with the Customer with respect to that matter or event.
  • 3. CONNECTION TO THE SYSTEM AND FIXED NUMBER PORTABILITY
    • 3.1. Vodafone will provide the Customer with connectivity to the Fixed Services for a term equivalent to the subscription period agreed to by the Customer and until the expiry of that subscription period or until the Agreement is terminated in accordance with the terms hereof.
    • 3.2. Vodafone may change the Fixed Services including, but not limited to, access procedures, hours of operation, commands, documentation and services offered (including their description). Notification of any such changes will be provided to the Customer prior to the proposed change in accordance with the applicable law; provided that if any such change is of an urgent nature, notification shall be made to the Customer as soon as is reasonably practicable. Such notification shall be made, in Vodafone's discretion, either by electronic mail to the Customer's e-mail address or by post to the address provided by the Customer to Vodafone. Notification can also be made via adverts in the media. By becoming a subscriber to the Fixed Services and/or accessing and/or using the Fixed Services, the Customer acknowledges he/she is to be aware of such changes and agrees to be bound by and adhere to them.
    • 3.3. If the Customer is a new Vodafone Fixed telephony subscriber, the Customer may choose his/her fixed telephony number, subject to the number availability, upon signing of the Agreement for the Fixed Services referred to above.
    • 3.4. In the event that Fixed Number Portability of the Customer’s current fixed telephony number is successful, the Customer’s fixed telephony number shall be reserved and Vodafone’s tariff for fixed telephony shall be set accordingly.
    • 3.5. In the event that Fixed Number Portability of the Customer’s current fixed telephony number is unsuccessful, the Customer’s shall be notified via electronic mail to the Customer's e-mail address or by post to the address provided by the Customer to Vodafone.
    • 3.6. The Customer shall not acquire any right or interest in any Fixed Telephone Number (‘FTN’) notwithstanding the duration for which such FTN may have been assigned or used by the Customer or any payment which may have been made by the Customer for it.
    • 3.7. If the Customer wishes to use the same FTN in connection with any service to be provided by any operator other than Vodafone, the Customer shall make the appropriate arrangement with such operator for that purpose before the Customer terminates the Service in relation to which the FTN has been assigned to the Customer. Vodafone shall not be required to consent or permit any FTN to be used in connection with any service to be provided by any other operator otherwise than in accordance with and subject to the terms and conditions of any agreement between Vodafone and such other operator or as required in terms of applicable laws, regulations and fixed number portability specifications.
  • 4. PROPER USE OF THE SERVICE
    • 4.1. The Customer shall not assign, transfer or encumber any or all of its rights, interests and obligations under any Customer Agreement with respect to any Fixed Services or Vodafone Equipment without the customer’s written authorisation.
    • 4.2. The Customer shall:
      • a) ensure that the Fixed Services are only used with the Vodafone Equipment supplied. Furthermore all Equipment supplied, connected to or used in conjunction with the Fixed Services is connected or used in accordance with the law, with these terms and conditions and shall obtain the prior written approval of Vodafone before connecting (or permitting any person to connect) any other equipment to any electronic communications system operated by Vodafone, any other service provider or any Vodafone Equipment, except where Vodafone has dispensed with the requirement for such approval;
      • b) promptly comply with all notices, instructions or directions given by Vodafone in respect of the installation, use or operation of the Fixed Services, Vodafone Software and all relevant equipment;
      • c) install, use and keep all Vodafone Equipment in good working condition (reasonable wear and tear excepted) in accordance with the specifications, guidelines and recommendations of the vendor thereof and of Vodafone, and shall disconnect or cease to use any such Vodafone Equipment at the request of Vodafone;
      • d) retain all Vodafone Equipment at all times in the custody and control of the Customer at the premises occupied by the Customer or at such other premises as Vodafone may have approved in writing for the purpose;
      • e) provide at his own expense, when so required by Vodafone, all facilities and resources whatsoever necessary for the proper installation, operation and maintenance of the Service and all Vodafone Equipment, including, but not limited to, power points, electricity conduits, power fall back device, pipes and appropriate access or easement rights;
      • f) ensure that in the event of installations by Vodafone personnel or contracted outsourcer, the Customer shall be present in such case and shall sign the installation report upon completion of installation.
    • 4.3. The Customer acknowledges that he/she may only use the Fixed Services for lawful purposes. Without prejudice to the generality of the foregoing, the Customer agrees that:
      • a) he/she shall not use nor authorize or permit any other party to use the Fixed Services to receive, transmit or store material which is in violation of any law or regulation, which is obscene, pornographic, threatening, menacing, offensive, defamatory, in breach of confidence, in breach of any intellectual property rights (including copyright), or is otherwise unlawful;
      • b) he/she shall not transmit any electronic material (including viruses) through the Fixed Services which shall cause or is likely to cause detriment or harm, in any degree, to computer systems owned by Vodafone and/or other Internet users;
      • c) as the registered user of the account he/she is responsible for his/her account and he/she will keep the password secure and not let it become public knowledge and will not be stored anywhere on a computer in plain text;
      • d) if the password becomes known to any other unauthorized user he/she will either change the password by using the on-line facilities or inform Vodafone immediately.
    • 4.4. Any attempt on the part of the Customer to access or modify unauthorised computer system information or to interfere with normal system operations, whether on Vodafone’s Equipment or of any computer system or network that is accessed via Vodafone's communication services, will result in the immediate termination of the Customer's Fixed Services. These unauthorised activities include, but are not limited to: guessing at or using passwords other than the user's own, sharing the Customer's own password(s) and account(s) with others not authorised by Vodafone to use said password(s) and account(s), accessing or attempting to access information that does not have public access permissions, and accessing any computer system on which the Customer or the Public is not welcome.
    • 4.5. Netiquette - The Customer acknowledges that there is etiquette ("netiquette") which he/she agrees to observe when using the Fixed Services. The Customer agrees to abide by the rules of netiquette including but not limited to the following rules:
      • a) The Fixed Services shall not be used to send unsolicited bulk and/or commercial messages over the Internet (known as "spamming")
      • b) The Fixed Services shall not be used for the distribution of Internet viruses, Worms, Trojan Horses or other destructive activities, including distribution of information regarding the creation and distribution about these destructive activities.
      • c) The Fixed Services shall not be used to engage in activities that are illegal, including advertising, transmitting or otherwise making available pyramid schemes, fraudulently charging credit cards and pirating software.
      • d) The Fixed Services shall not be used to engage in activities, whether lawful or unlawful that Vodafone deems to be harmful to its customers, operations, reputation, goodwill or customer relations.
  • 5. LIABILITY
    • 5.1. Vodafone will use reasonable endeavours to provide a prompt and continuing Fixed Services as described in this Agreement but will not be liable for inter alia:
      • a) loss of data;
      • b) loss or damage of software or hardware;
      • c) loss or liability resulting from access delays or access interruptions;
      • d) loss or liability resulting from computer viruses;
      • e) loss or liability resulting from data non-delivery or data misdelivery;
      • f) loss or liability resulting from any errors, omissions, or misstatements in any and all information, goods, or services obtained on or through the Fixed Services;
      • g) loss or liability resulting from the acts and/or omissions of Vodafone or other Vodafone users and
      • h) any error or omission of the Customer.
    • 5.2. Vodafone specifically excludes any warranty as to the accuracy, content or quality of information or software obtained through its Fixed Services.
    • 5.3. Save as expressly set out herein, all conditions or warranties which may be implied or incorporated into this contract by law or otherwise, including but not limited to those of merchantability or fitness for a particular purpose, are hereby expressly excluded to the extent permitted by law. In no circumstances whatsoever will Vodafone be liable for economic or consequential loss (direct or indirect).
    • 5.4. Without prejudice to any other provision contained in this Agreement excluding or limiting Vodafone's responsibility, the liability of Vodafone (if any) in contract, or tort or otherwise arising out of or in connection with supply of the Fixed Services shall be limited in respect of any one event or a series of two or more connected events to five hundred euro (€500).
    • 5.5. Vodafone is not responsible for the Customer's personal files, website or e-mail box residing on Vodafone's systems. The Customer is responsible for the independent backup of his/her data stored on Vodafone's systems.
    • 5.6. Even when the Equipment is provided to the Customer free of charge, if upon termination of this Agreement the Equipment is returned damaged or faulty, resulting from but not limited to misuse, mishandling, wilful damage by liquids, connection to unsuitable supply, power surges, lightning, tampering or service by unauthorized persons, the Customer will be liable to pay to Vodafone a charge as per the Specific terms and conditions.
  • 6. CONNECTION TO OTHER NETWORKS
    • 6.1. The Fixed Services may be used by the Customer to link into other networks worldwide. The Customer agrees to comply with the Fixed Services Agreement and/or the acceptable use policies and/or terms and conditions of any network that the Customer connects to.
    • 6.2. Vodafone shall not be held responsible for customer accessing third party website.
  • 7.DATA PROTECTION
    • 7.1. We hereby declare that the personal information that we may process shall only be used in connection to the purposes stated herein and in our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store). For full details on how Vodafone collects, uses and shares personal information including your data protection rights please see our Privacy Policy. In case of queries please get in touch by contacting us on 247.mt@vodafone.com or by visiting any Vodafone store
  • 8. FEES, CHARGES, BILLS AND PAYMENTS
    • 8.1. The Customer shall only be charged Access Fees and Charges in respect of the Fixed Services that s/he has subscribed for.
    • 8.2. All rates, charges, fees and penalties applicable to the Fixed Services, including but not limited to maintenance services, are listed in the Specific terms and conditions. The Specific terms and conditions may be varied and / or amended by Vodafone from time to time in accordance with the applicable law and such variation or revision shall take effect as from the date determined by Vodafone.
    • 8.3. A surcharge as specified in the Specific terms and conditions applies if the Customer does not pay by Direct Debit.
    • 8.4. E-Billing is the default method for billing purposes. Customers are required to supply Vodafone with a valid email address where notifications will be sent inter alia informing the Customer that the bill has been issued and any other information. It is the Customer's responsibility to inform Vodafone of any changes in his/her email address. If Customer opts for a printed bill sent by post to his/her billing address he/she will be charged a fee as specified in the Specific terms and conditions.
    • 8.5. Bills are to be settled by the Customer by the due date of payment as indicated on the invoice in question, hereinafter "Due Date". Vodafone reserves the right to charge the Customer a late payment fee as specified in the Specific terms and conditions. Also Vodafone reserves the right to issue any back dated charges to the Customer for the Fixed Services provided to the Customer by Vodafone. The Customer hereby undertakes to pay such charges for the Fixed Services even if they would have erroneously been omitted from any of his/her prior invoices. Any overpayment by the Customer with respect to any amount, item, entry or matter stated in the Bill shall be credited by Vodafone (without interest) to the relevant Account after Vodafone has completed its investigations and is satisfied as to the error or inaccuracy of that amount, item, entry or matter.
    • 8.6. Prior to suspension and/or termination of the Fixed Service, Vodafone shall endeavour to notify the Customer. This notwithstanding, in the event of persistent non-payment for the Fixed Services, Vodafone reserves the right to disconnect the Fixed Services without notice. Vodafone further reserves the right to levy a charge as specified in the Specific terms and conditions.
    • 8.7. If any cheques, credit cards, direct debits or standing orders that are provided to Vodafone are returned for insufficient funds or for any other reason, Vodafone shall be entitled to impose a penalty on the Customer at the maximum rate allowed by the law.
    • 8.8. Vodafone also reserves the right to carry out a credit check on the Customer at any time. In default of payment of any amount due to Vodafone, Vodafone shall be entitled to give the Customer's details to one or more credit reference agencies, their members and any third party to whom Vodafone is obliged or authorized to transfer such credit-related data by or under any law. If at any time the Customer fails to meet Vodafone's credit conditions, Vodafone may further enforce any credit limits on the Customer's Service account, restrict the Fixed Services, only allow certain specified methods of payment and / or suspend the Fixed Services (or other services of Vodafone that Vodafone currently provides to the Customer) when the Customer reaches the credit established until Vodafone receives the full payment of any and all charges that are due by the Customer.
    • 8.9. Should the Customer wish to query any amount invoiced to him/her by Vodafone, the Customer must notify Vodafone before the Due Date by contacting 247 or visiting one of Vodafone’s retail stores. During the period when Vodafone would be investigating such query, and provided that the Customer would have paid the portion of the invoiced amount that would not be in dispute, Vodafone will not disconnect the Fixed Services or divulge any credit-related data concerning the Customer to any credit reference agency or other third party before Vodafone notifies him/her of the conclusion of the said investigation and the Customer subsequently fails to pay any such amount due.
  • 9. CANCELLATION / INTERRUPTION / SUSPENSION / TERMINATION OF THE SERVICE AND CONSEQUENCES THEREOF
    • 9.1. The Agreement shall remain valid and in force for the whole duration of the Initial Term unless it is terminated in accordance with the provisions of this Agreement.
    • 9.2. Should the Customer decide to terminate the Agreement prior to the expiry of the Initial Term, as applicable, he/she must complete a Vodafone Disconnection Form. Should the Customer terminate the Agreement in this manner, he/she shall be bound to pay Vodafone the balance of all the charges for the Fixed Services until the date on which the Customer returns to Vodafone the Equipment provided. The Customer shall not be entitled to reimbursement of any charges whatsoever (including but not limited to any penalty charges and/or the connection fee). If the Customer terminates this Agreement before the Initial Term, he/she will suffer penalty charges as contemplated in the Specific Tariff’s Ts&Cs.
    • 9.3. Upon termination:
      • a) The Customer must settle all outstanding charges listed on his/her account;
      • b) The Customer must, return all Vodafone provided Equipment to the Customer in order to enable him/her to use the Fixed Services. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum as stipulated in the specific Tariff’s Terms and Conditions.
      • c) Vodafone shall stop providing the Fixed Services and shall deactivate all Vodafone provided Equipment on the date on which it receives the Equipment;
      • d) Charges for the Fixed Services shall only cease from the date on which, in accordance with this Condition 9, Vodafone receives from the Customer:
        • i. the completed Vodafone Disconnection form of the Fixed Services and
        • ii.the Equipment, provided that if the Customer returns the Equipment to Vodafone in a damaged state, Vodafone shall be entitled to charge a penalty to the Customer.
    • 9.4. We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications') and for any valid commercial, technical or operational reason, by giving you a 30 day prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from these Fixed Services without incurring any early termination penalties by informing us of your decision to this effect. You may incur penalties should you decide to opt-out after the expiration of the 30 day time-period.
    • 9.5. The Customer is liable to pay all charges for the Fixed Services up to the date indicated in Condition 9.3(d). If Vodafone disconnects these Fixed Service because of failure to pay any dues, Vodafone shall be entitled to recover from the customer all costs and charges relating to collection, interest, legal fees and any then current disconnection fees. If Vodafone discovers that the Customer received services from Vodafone without its permission, Vodafone will further charge for any usage charges relating to such services. If the Customer breaches the Agreement by committing fraud or illegal activity, the Customer shall be reported to the police, who will take the appropriate legal action.
    • 9.6. Vodafone may also interrupt, suspend or terminate the provision of the Fixed Services without any prior notification in any of the following circumstances:
      • a) in fulfilment of any instructions requested by governmental or regulatory authorities;
      • b) for the purposes of repair, maintenance, improvement of the network or other operational reasons;
      • c) if any failure, interruption, disruption or congestion of or in any electronic communications network, system or services (whether of Vodafone, the Customer or any other person).
      • d) for health and safety considerations; and
      • e) for any other reason beyond its control.
    • 9.7. Where reasonably possible Vodafone shall provide adequate notice prior to the interruption, suspension or termination of the Fixed Services and where relevant it undertakes to restore the provision of the Fixed Services without unnecessary delay.
    • 9.8. Without prejudice to any right arising hereunder or by virtue of any other law or practice, Vodafone may at its discretion promptly terminate the provision of the Fixed Services to the Customer without the need of any prior notification in the event that the Customer:
      • a) breaches any of the Conditions laid out herein;
      • b) fails to pay any amounts that he/she is liable to pay hereunder;
      • c) the Customer has exceeded his/her credit limit or has failed to pay the relevant Access Fees and Charges and any other sums due or payable to Vodafone with respect to any of the Fixed Services;
      • d) becomes insolvent or bankrupt, the Customer enters into any arrangement with creditors or legal action is taken or threatened against his/her property;
      • e) or another person at the Customer's premises have committed or may be committing any fraud or any other illegal activity against Vodafone or against any other person by using the Fixed Services or any related equipment;
      • f) provides Vodafone with false, inaccurate or misleading information at any time during the duration of the Agreement;
      • g) the death or mental incapacity of the Customer.
    • 9.9. Should the Customer decide to reactivate the Fixed Services following termination, the Customer shall be required to settle all outstanding dues that he/she may have with Vodafone on his/her account as well as a reconnection charge as indicated in the Specific Tariff’s Ts&Cs, subject to any regulatory obligations that may be applicable.
    • 9.10. Vodafone reserves the right to delete al personal files of the Customer after termination of this Agreement.
  • 10. COMPLAINT HANDLING PROCEDURE
    • 10.1. Should the Customer wish to lodge a complaint or a query to Vodafone with regards to Fixed Services, the Customer can visit on of Vodafone’s retail stores, call 247 or send us an e-mail to 247.mt@vodafone.com. The Customer will be subsequently contacted by Vodafone representatives within ten (10) working days from lodging complaint.
    • 10.2. The Customer can lodge a complaint up to 12 months from incurring the disputed amount. To lodge a complaint, the Customer must be in possession of an Itemised Bill for the disputed service. Such complaint will be settled within 15 working days from complaint submission.
    • 10.3. The Customer can lodge a complaint with the Malta Communications Authority if not satisfied with the response and/or remedy offered by Vodafone. Malta Communications Authority’s can be contacted either through their website ( http://www.mca.org.mt/consumer/forms/complaints) or the Customer can call on 21336840.
  • 11. INTELLECTUAL PROPERTY RIGHTS
    • 11.1. Vodafone owns and retains all intellectual property rights including copyright in the Fixed Services. Except for public domain material, all material displayed on, or downloaded from the Fixed Services is protected by intellectual property and copyright legislation, and may not be redistributed, transmitted, re-transmitted, copied, or published without the permission of the intellectual property right or copyright owner. The placement of material in any public posting area, or software library of Vodafone without the consent of the intellectual property or copyright owner is in violation of the law and this Agreement. The Customer specifically agrees not to upload, post or reproduce in any way any materials protected by intellectual property or copyright without the permission of the intellectual property or copyright owner.
  • 12. NOTICES & LIMITATIONS
    • 12.1. Customers that are subscribed to Vodafone’s Fixed Telephony Service and that wish to call the Emergency Services, can call the short code number as may be applicable from time to time. Currently the number is 112.
    • 12.2. Vodafone declares and the Customer acknowledges that Vodafone’s Equipment is dependent on electricity for performance. Accordingly, in the event of power outages, the Fixed Services (including access to emergency services) will cease to function unless the Customer installs an adequate power back-up facility. Provided that where the Customer refuses to install a power back-up facility, the Customer shall be solely responsible for the non-functioning of the Fixed Services in the event of power failure within the premises.
    • 12.3. Vodafone reserves the right not to entertain migration requests by Customers from one tariff plan onto another tariff plan. Furthermore, Vodafone reserves the right to request that the Customer terminates his/her present Customer Agreement and enter into a new Agreement.
  • 13. ASSIGNMENT
    • 13.1. The Customer shall not assign or transfer the Agreement in whole or in part to any third party whomsoever without Vodafone’s and the third party’s written authorisation.
    • 13.2. Vodafone may, for business reasons, assign or transfer any of its rights and obligations under the Agreement at any time at its sole discretion.
  • 14. WAIVER
    • 14.1. No failure or delay by Vodafone in exercising or enforcing any of its rights under this Customer Agreement shall operate as a waiver of such rights. Furthermore this shall not in any way prejudice or affect the right of Vodafone to act strictly in accordance with the rights and powers granted to it under this Customer Agreement.
  • 15. SEVERABILITY
    • 15.1. The validity or unenforceability for any reason of any part of the Agreement, these Conditions, and/or the Specific terms and conditions, shall not prejudice or affect the validity or enforceability of the remainder thereof vis-à-vis that party or in relation to the other parties.
  • 16. FORCE MAJEURE
    • 16.1. Without prejudice to any other provision contained in this Agreement, excluding or limiting Vodafone's responsibility, Vodafone shall not be liable to the Customer for any loss or damage which may be suffered by the user due to any breach of these terms and conditions or failure on Vodafone's part to perform any obligation as a result of technical problems relating to the Fixed Services, termination of any licence to operate or use the Fixed Services, act of God, inclement weather, flood, drought, lightning or fire, earthquakes and volcanic eruptions, failure or shortage of power supply, strikes, lockouts, labour disturbances and industrial disputes of any kind, Government control, restrictions or prohibitions or any other Government act or omission whether local or national, any act or omission of any road transport authority, or of the operators of other telecommunication services, or of any other agencies or authorities, acts or omissions of the public authorities, war, terrorist attacks, military operations and riots, difficulties, delays or interruptions in the production or supply of Equipment used in the Fixed Services, act or default of any supplier agent or sub-contractor, or any other similar or dissimilar cause beyond Vodafone's control.
  • 17. INDEMNITY
    • 17.1. The Customer hereby agrees to fully indemnify and to hold Vodafone harmless from and against any claim brought by any third party resulting from the use of the Fixed Services or the Vodafone network by the user and in respect of all losses, costs, actions, proceedings, claims, damages, expenses (including reasonable legal costs and expenses), or liabilities, whatsoever suffered or incurred directly or indirectly by Vodafone in consequence of the Customer's breach or non-observance of any of the terms and conditions of this Agreement.
    • 17.2. The Customer shall defend and pay all costs, damages, awards, fees (including any reasonable legal fees) and judgments awarded against Vodafone arising from the above claims and shall provide Vodafone with notice of such claims, full authority to defend, compromise or settle such claims and reasonable assistance necessary to defend such claims, at his/her sole expense.
    • 17.3. The Customer acknowledges that Vodafone is unable to exercise control over the content of information passing over the Vodafone network or via the Fixed Services, and Vodafone hereby excludes all liability of any kind for the transmission or reception of infringing information of whatever nature.
  • 18. JURISDICTION, APPLICABLE LAW, LANGUAGE
    • 18.1. The Agreement shall be governed and construed in accordance with the laws of Malta. The parties irrevocably submit to the jurisdiction of the courts of Malta or any other competent tribunal at law in case of any dispute. In the event of any conflict between the English and the Maltese versions of The Agreement, the English version thereof shall prevail.
  • 19. QUALITY OF SERVICE & COMPENSATION
    • 19.1. The minimum annual Service availability on Vodafone's Network, excluding Force Majeure cases and/or faults attributable to the Customer and/or other third parties, is 99%. In case of lack of full service performance of a Customer's Fixed Services, a maximum repair time of two (2) Working Days shall apply from the date that the fault was reported and subject to the Customer accepting the first available appointment. This excludes any cases of force majeure, damage or disruptions caused by third parties or the Customer himself/herself. The Customer agrees to adhere to any reasonable instructions issued by Vodafone in order to facilitate Service restoration. Where such instructions are not adhered to, the Customer acknowledges that Vodafone may not be able to adhere to this timeline. Fault rectification is free of charge unless it is attributable to the Customer and shall be charged as per the fees mentioned in the Specific terms and conditions.
    • 19.2. Vodafone Malta’s Fixed Services are offered on a contention ratio basis and all facilities for 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.
    • 19.3. Vodafone Malta shall endeavour to provide the customer with a connection speed that reflects the Fixed Services which is being subscribed to. The connection speed is the speed at which data is transferred between the customer's computer and Vodafone Malta’s core network. 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. The maximum connection speed that can be achieved on the connection will vary based on a variety of factors, including, but not limited to:
      • a) distance from the base station;
      • b) load on the base station providing the Fixed Services;
      • c) radio coverage at the customer’s premises;
      • d) number and type of appliances utilising the customer's connection
    • 19.4. Quality of service is also dependent on the users' traffic patterns and Vodafone Malta 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.
    • 19.5. Network management procedures and tools that are consistent with industry practice are utilized to ensure that the integrity of the Vodafone network is maintained. In cases when the Vodafone Malta’s network is at risk of being congested, Vodafone Malta reserves the right to take whatever action it sees fit in order to ensure that the quality of service is not impacted. These actions may result in customers experiencing varied service and performance levels.
    • 19.6. Vodafone Malta reviews individual subscriber upload and download usage and behaviour relative to average customer use of the network for each product. In the case of congestion caused by abusive use of the service or activities which impair other customers from accessing the network, Vodafone Malta may intervene by notifying the customer of the abusive behaviour. Where traffic is repeatedly abusive Vodafone Malta reserves the right to stop provision of the Fixed Services.
    • 19.7. The technology used to provide the Fixed Services is in Vodafone Malta's sole discretion.
  • 20. SERVICE PROMISE
    • 20.1. Vodafone shall do its utmost to provide continuous and good Fixed Services, however it acknowledges that problems may arise. In these cases, the Customer may report the matter to Vodafone for further investigation and may escalate the matter if not satisfied with the outcome. Should the Customer remain without the Fixed Services in the event of the Vodafone’s Network fault, a pro-rata credit compensation shall apply to Customer’s Account. This excludes lack of service attributable to (a) Force Majeure, (b) any circumstance which is attributable to the Customer and/or (d) when the Customer refuses access to his premises from the dates proposed by Vodafone. The pro-rata compensation will be calculated on the monthly fee payable to Vodafone in line with the applicable Specific terms and conditions from the day the fault was reported until it was resolved.
    • 20.2. If the Customer believes that the Fixed Services provided deviates from the contracted typical speed range (TSR), the Customer may contact Vodafone as per Condition 19.1. If after due investigation it results that Vodafone cannot provide the Fixed Services, the Customer shall have the right to rescind the contract without incurring any penalty charges.
    • 20.3 Although Vodafone supplies the Customer with the Equipment of the highest standard and quality, it is not excluded that the Equipment or any component might get faulty. In such case, the Customer should visit Vodafone Service Centre in Birkirkara, so the Equipment can be inspected and diagnosed. Vodafone will fix or replace the Equipment free of charge immediately there and then. Provided that the Customer is not entitled to a free repair and/or replacement, if the diagnosis proves that the fault of the Equipment is attributable to misuse, mishandling, wilful damage by liquids, connection to unsuitable supply, power surges, lightning, tampering, service by unauthorized persons or any other use of the Equipment that is not in line with term 4.2. In such cases the Customer will be liable to pay to Vodafone a repair and/or replacement charge depending on severity of the diagnosed fault.
  • 21. CHARGES
    • 21.1. All payments relating to the Fixed Services shall be in arrears, and an invoice shall be received from Vodafone indicating the Access Fees and Charges applicable and accrued by the Customer in using the Fixed Services during a given timeframe.
    • 21.2. Any additional equipment than that provided by Vodafone for the Fixed Services, shall be at the customer’s sole expense.
    • 21.3. In the eventuality that the Customer requires the Vodafone Equipment and the Fixed Services to be relocated from one place to another, Vodafone shall reserve the right to charge the Customer a service transfer charge as specified in the Specific terms and conditions.
  • 22. INSTALLATION
    • 22.1. Vodafone’s Fixed Services is a self-install device.
    • 22.2. Should the Customer, require installation via Vodafone’s installers, the following shall apply:
      • a) an appointment for installation shall be set by Vodafone at a convenient date and time for both the Customer and the installer;
      • b) the Customer shall honour the appointment and be present during the installation;
      • c) during the installation, the installer shall carry out tests to determine whether the location has suitable coverage and whether the Customer requires additional equipment;
      • d) the installer shall inform the Customer of any additional equipment required on location, and the Customer shall be deemed to accept the proposed solution by the Installer, subject to certain limitations which may arise;
      • e) the installer shall fill in the Vodafone’s Order Form and the Customer shall sign the report as an acceptance of the works carried out.

v.2018.05

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Vodafone Link Plan for Customers migrated from WIMAX services

  • 1. The Vodafone Link Plans are offered on promotion by Vodafone Malta Limited ('we') to its existing Fixed Services customers operating on Wimax technology ('you'). Vodafone reserves the right to limit the number of Vodafone Link tariff plans offered to a single person/legal entity. These Terms and Conditions must be read in conjunction with the General Vodafone Fixed Services Terms and conditions.
  • 2.The promotion by Vodafone shall run from the 15th March 2015 till 31st August 2015 (‘promotional period’)
  • 3. Vodafone Link Plans available (the ‘Tariff Plans’):
    • 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2 Option A: Fixed Internet and Voice Services on a two (2) year agreement
      Tariff Plans: Vodafone Home Link
      Monthly Access Fee €25/ month
      Fixed Internet Unlimited Usage
      Download Speed(estimated maximum) 30Mbps
      Upload Speed Up to 2Mbps
      Fixed Voice Unlimited calls to local Vodafone Mobile numbers 80 Minutes to call Any local fixed or local mobile network Refer to Term 4.2 for International Call Charges
      Devices Provided by Vodafone – Monthly Device Rental Fee FREE use of one Fixed Internet Device and FREE use of one Fixed Voice Device
      Installation Charge FREE Installation
    • 3.3 Option B: Fixed Internet Service on a two (2) year agreement
      Tariff Plans: Vodafone Home Link Data
      Monthly Access Fee €18/ month
      Fixed Internet Unlimited Usage
      Download Speed(estimated maximum) 30Mbps
      Upload Speed Up to 2Mbps
      Devices Provided by Vodafone – Monthly Device Rental Fee FREE use of one Fixed Internet Device
      Installation Charge FREE Installation
    • 3.4 Option C: Fixed Internet and Telephony Service on a one (1) year agreement: Same as Option A, in Term 3.2 above, except for the Monthly Device Rental Fee which shall be charged at €10/ month as indicated in Term 5.2 below.
    • 3.5 Option D: Fixed Internet Service on a one (1) year agreement: Same as Option B, in Term 3.3 above, except for the Monthly Device Rental Fee which shall be charged at €3/ month as indicated in Term 5.2 below.
  • 4. Rates outside Tariff Plan (Available with Option A and Option C choices)
    • 4.1 Out of Bundle Rates for Option A and Option C:
      All local calls exceeding the bundled minutes €0.25c per minute. Calls lasting less than 1 minute shall be charged at a flat rate of &euro0.25c per call
      Calls to Premium Rate Numbers Premium Call Rate = €0.25c/minute + premium rate of the call For more info on premium rates visit: www.mca.org.mt/sites/default/files/pageattachments/PRS Decision.pdf
      Calls to 1189 Consumed from Voice minutes Bundle
      International Calls Charged on a per minute basis and shall not be consumed from your Bundle (Refer to Term 4.2 below)
    • 4.2 International Calls Rates:
      Zone Calls without using 1099 Calls with 1099
      1 – EU €0.22c €0.22c
      2 – North Africa, USA, Canada & Australia €0.51c €0.30c
      3 – Rest of the World €0.91c €0.35c
      4 – Premium, Satellite & Other Countries €2.63c €4.50c

      To benefit from 1099 rates: Enter 1099 prefix before dialling the international number (for ex: if you wish to call a UK number at a discounted rate you need to dial 10990044XXXXXX). For more information visit: www.vodafone.com.mt/tc-pay-monthly#internationalpaymonthly

  • 5. Administrative charges and other rates
    • 5.1 The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €3 per itemised bill
      No Direct Debit Mandate €1.50 per month
      Direct Debit Reversals €5
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.

    • 5.2 Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Device €200/ device
      Fixed Voice Device €60/ device
      Device Rental Charge (for 1 year agreements on Fixed Internet and Fixed Telephony Plan) €10/ month
      Device Rental Charge (for 1 year agreements on Fixed Internet Only Plan) €3/ month
      Support charges (Technician Home visit) during business hours [09:00 till 17:00] €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) outside business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
  • 6. Cooling Off Period Promotion
    • 6.1 These Plans come with a 30 day cooling off period within which you can decide to stop the agreement, by returning the device/s to our Service Centre at the Destination Store on B’kara Bypass without incurring any penalties. All devices must be returned in a good working condition and with their original packaging, subject to a penalty of €200 in line with Term 8.2 below.
    • 6.2 The Cooling Off Period Promotion shall apply only once per subscriber per Vodafone Link contract activated.
  • 7. Disconnection and Penalties
    • 7.1 A penalty equalling to 50% of the Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and termination (prior to the expiration of your Agreement).
    • 7.2 Upon disconnection of service, the modem should be returned to one of Vodafone’s retail outlets in good condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
  • 8. Payment
    • 8.1 The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears.
    • 8.2 Payment for this Tariff Plan will be via Direct Debit Mandate.
  • 9.You may renew your agreement either by calling customer care on 247or by visiting one of our retail stores.
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Fixed Services Terms and Conditions
    • 11.1 Upon subscribing to one of these Tariff Plans, you are automatically accepting to adhere to these terms and conditions.
    • 11.2 You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about these Tariff Plans. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3 Quality of Service: The benefits of this Tariff Plan are meant solely for individual use. If, in our reasonable opinion we deem your use as being excessive, we may ask you to moderate your usage, as this may have repercussions on the quality of the network and service levels enjoyed by our other consumers. If after we have informed you to moderate your usage, you fail to do so, we reserve the right suspend or terminate your service. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.

© V.2019.04

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Vodafone Link Plans

  • 1. The Vodafone Link Plans are offered by Vodafone Malta Limited ('we') to existing and new Fixed Services customers ('you'). Vodafone reserves the right to limit the number Vodafone Link tariff plans offered to a single person/legal entity. These Terms and Conditions must be read in conjunction with the Vodafone General Fixed Services Terms and Conditions.
  • 2. You may subscribe to a Vodafone Link plans as from the 15th March 2015.
  • 3. Vodafone Link Plans available (the Tariff Plans):
    • 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2 Option A: Fixed Internet Service on a two (2) year agreement
      Tariff Plans: Vodafone Home Link Data/
      Vodafone Office Link Data
      Vodafone Business Link Data
      Monthly Access Fee for Non-RED Plan Customers €30/ month €35/ month
      Fixed Internet Unlimited Usage Unlimited Usage
      Download Speed Up to 30Mbps Up to 30Mbps
      Upload Speed Up to 2Mbps Up to 5Mbps
      Devices Provided by Vodafone – Monthly Device Rental Fee One FREE use of Fixed Internet Device One FREE use of Fixed Internet Device
      Installation Charge and On-site support Charge Refer to Term 5.2 below FREE
      Buy and Try Promotion as per Term 4.1 Available Available
      Service Description TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-2 Mbps
      TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-4 Mbps
    • 3.3 Option B: Fixed Internet Service on a one (1) year agreement:
      Tariff Plans: Vodafone Home Link Data/Vodafone Office Link Data Vodafone Business Link Data
      Monthly Access Fee for Non-RED Plan Customers €30/ month €35/ month
      Fixed Internet Unlimited Usage Unlimited Usage
      Download Speed Up to 30Mbps Up to 30Mbps
      Upload Speed Up to 2Mbps Up to 5Mbps
      Devices Provided by Vodafone – Monthly Device Rental Fee €3/ month €3/ month
      Installation Charge and On-site support Charge Refer to Term 5.2 FREE
      Monthly Access Fee for Non-RED Plan Customers TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-2 Mbps
      TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-4 Mbps
  • 4. Offers with Vodafone Link
    • 4.1 Vodafone is offering you the Buy and Try promotion when choosing Option A (Fixed Internet Service on a two (2) year agreement). This promotion gives you:
      • a) Cooling Off Period: These Plans come with a 30 day cooling off period within which you can decide to stop the agreement, by returning the device/s to our Service Centre at the Destination Store on B’Kara Bypass without incurring any penalties. All devices must be returned in a good working condition, in line with Term 6.2 below, and with their original packaging, in default, a penalty of €200 shall apply.
      • b) The Buy and Try promotion shall be available once per subscriber per Vodafone Link contract.
    • 4.2 Applicable for either Option A or Option B (1 year contract or two year contract), you can benefit from a 10% discount on your monthly access fee (as indicated in Terms 3.2 and 3.3) if you subscribe or if you are already subscribed to one of our mobile pay monthly RED Plans.
  • 5. Proper use of the Device
    • 5.1 The service provided for under this agreement should be used in good faith, respecting the limits as set out in this term 5.
    • 5.2 You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the service. Should you wish to change the fixed address, kindly contact us in accordance with term 11.2. The use of the Device at an any other address than the one communicated to us is not permissible.
  • 6. Administrative charges and other rates
    • 6.1 The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €3 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €3 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.

    • 6.2 Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Device €200/ device
      Device Rental Charge (for 1 year agreements on Data Only Plan) €3/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
  • 7. Disconnection and Penalties
    • 7.1 A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and termination (prior to the expiration of your Agreement).
    • 7.2 Upon disconnection of service, the CPE device alongside with its original packaging box should be returned to one of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3 Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1 The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears.
    • 8.2 Payment for this Tariff Plan will be via Direct Debit Mandate.
  • 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link: www.vodafone.com.mt/vodafonestores.
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1 Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions.
    • 11.2 You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3 11.3 Quality of Service: The benefits of this Tariff Plan are meant solely for individual use. If, in our reasonable opinion we deem your use as being excessive, we may ask you to moderate your usage, as this may have repercussions on the quality of the network and service levels enjoyed by our other consumers. If after we have informed you to moderate your usage, you fail to do so, we reserve the right suspend or terminate your service. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.

V2 © July 2015

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