Telephony

    

I don’t have a dial tone

If you don’t have a dial tone on your Melita telephony service here are some simple steps to help you trouble shoot and resolve the problem where possible:

  • Make sure the Modem is switched on from the power supply and that the modem is online. If the modem is offline kindly unscrew the beige colored coaxial cable from the back of the modem, put it back in and screw it as tight as you can. Wait for a few minutes and make sure that the modem comes back online.
  • If only one handset is connected to a modem, confirm that the telephone wire is securely connected directly to the Tel 1 Port which is located at the back of our Modem.
  • If more than one telephone set is connected, kindly connect one telephone set directly to the modem as instructed in the previous point (point 2 above).
  • In case of a cordless phone, kindly make sure the base is switched on and that the cordless phone is switched on and within the range of the base.
  • Alternatively you should test the line by using a different working handset connected to the Tel 1 port.

I cannot make and receive calls.

If you don’t have a dial tone or cannot make calls from your Melita telephony service here are some simple steps to help you trouble shoot and resolve the problem where possible:

  • Make sure the Modem is switched on from the power supply and that the modem is online. If the modem is offline kindly unscrew the beige colored coaxial cable from the back of the modem, put it back in and screw it as tight as you can. Wait for a few minutes and make sure that the modem comes back online.
  • If only one handset is connected to a modem, confirm that the telephone wire is securely connected directly to the Tel 1 Port which is located at the back of our Modem.
  • If more than one telephone set is connected, kindly connect one telephone set directly to the modem as instructed in the previous point (point 2 above).
  • In case of a cordless phone, kindly make sure the base is switched on and that the cordless phone is switched on and within the range of the base.
  • Alternatively you should test the line by using a different working handset connected to the Tel 1 port.

We’re connected to a Voice Gateway/PBX – but cannot make calls?

If you’re connected to a voice gateway, check that the gateway is switched on and check that the phone is connected to the FXO card slot. You may need to just reboot the handset by turning it off and on straight away.

Should you have a PBX installed, you may need to contact your PBX support technician for further assistance. Melita does not offer support on 3rd party handsets, voice gateways or PBX machines.

I can’t make any outgoing calls but I can receive calls

If you have pre-paid telephone service: Kindly call on 27271234 and confirm that you have enough credit to make outgoing calls. If you have enough credit or cannot get through to 27271234 call us on 27273535.

If you have post-paid telephony (you receive a bill at the end of the month): Kindly make sure that you eliminate any splitters connected to our modem and connect the telephone set directly in port TEL 1 at the back of our modem. Only one set should be connected to the modem. Pick up the phone and check if the TEL 1 green light in the front of the modem is blinking. If it is, try making a call again. If you are still encountering the same problem replace the telephone set and call us on 27273535.

I can’t receive calls but I can make outgoing calls

Step 1: Try calling to your fixed line from another telephone line or mobile. Listen carefully to the message that you hear. If you’re getting an engaged tone or is the message states that the other person is unavailable, switch off your modem from the electrical supply, wait for 2 minutes and then switch on the modem again. Wait for another 5 minutes until the modem synchronizes with the network and try to call your landline again from another telephone line or mobile.

Step 2: If the problem persists, disconnect your telephone set from TEL 1 which is at the back of the modem. Reconnect the cable to TEL 1 and try calling your landline again. If you hear a normal ringtone of a normal call then kindly check that the sound on your telephone set is on. If the problem persists try replacing the telephone set with another one.

Step 3: If the problem persists after step 1 and step 2 kindly contact us.

Step 4: If after performing the first test call you do not hear an engaged tone or an unavailable message then click here in order to check if you have any call diverts set on the system.

Step 5: If you still are experiencing the same problem then kindly contact us.

I can’t make any international calls but I can receive and make local calls

Step 1: Make sure that you are dialling the correct international telephone number including the country code. (eg. +0044 followed by the number). Also remember that you need to have the correct area code and to drop the 0 after the country code. If you need more details about correct numbers kindly check the Internet and Telephony section of this website.

Step 2: Make sure that your Melita telephone service is not barred for international calls.

Step 3: If you can hear a message from the network operator of the country that you are calling, the problem with reaching your recipient lies with the international operator. If you don’t hear a message and still don’t get through please contact us.

How long does it take to get Melita Telephony installed?

We will do our utmost to provide service within 48 hours from order. You can choose a morning or afternoon appointment. Our morning installations are from 0800hrs – 1200hrs while afternoon installations are scheduled between 1200hrs – 1700hrs. Our on site installation typically takes between 1 and 2 hours but there are certain variables that need to be taken account and at times installations take longer than the stipulated timeframe.

What do i need to know about the melita Telephony equipment?

Our technician will arrive at your home anytime within your installation window. Someone over the age of 18 must be present and authorised to sign for the service. The installation may take up to 2 hours from the time the technician arrives.

The technician will supply a cable modem. A telephone set is required to start using the service. Make sure the cable modem is always plugged into an electrical outlet at all times.

In order to avoid any interruption of service, please do not contact your current phone provider to disconnect your service before your Melita telephony service installation is complete.

Who do I contact when I need support from Melita telephony?

You can communicate with us on 2727 3535. Alternatively if you have a query that does not require immediate attention, send us your query online.

When I switch to Melita Telephony do I need to contact my current service provider?

We will provide you a seamless transition between your current telephone provider and the installation of the Melita telephony service. All you have to do is sign the Porting-in form provided to you by us, in order to switch to Melita Telephony. We will do the rest.

What if my electricity goes out? Will I be able to continue using the Melita telephony service?

You have the option to order a modem with battery backup. The standard cable modems supplied by Melita do not contain a back-up battery. Therefore if you experience an electricity outage your Melita telephony service will be temporarily disconnected. You may however choose a cable modem that contains a backup battery that is designed to provide you service for up to eight hours of continuous service. However, if the cause of the power failure is a network outage caused by downed cables/wires or other causes affecting our network, the service will not function until we restore the network.

What call features are available on my Melita telephony service?

The Melita telephony service provides 6 calling features at no additional cost. Using these features enables you to save time when communicating, to never miss a call and to maintain a high level of privacy. Click here for a detailed explanation of these call features.

Do I need to keep my cable modem turned on for my Melita telephony service to work?

You must leave the cable modem turned on at all times for your home phone service to work.

Can I use my cable modem for any other services provided by the company?

The cable modem can also be used to connect to the Melita’s high-speed broadband Internet and High Definition Television Service.

Can I use other services while using Melita telephony?

You can use our Melita telephony service, Melita Internet service and Television Service concurrently. Melita telephony service does not interfere with your cable television viewing or internet surfing. In fact, thanks to the power of cable technology, Melita offers a whole family of products provisioned over the same coaxial cable, such as cable television, phone and high-speed Internet services.

Is the Sound quality clear on Melita telephony system?

Our communications network transmits a ‘clean’ signal with less noise and distortion than many standard networks. Noise is filtered out of the signal.

Does Melita telephony offer lifeline services to its customers?

Yes. Melita telephony is a full telephony service providing Lifeline services.

Who do I contact if I encounter a discrepancy with my payments for Melita telephony service?

If you encounter any discrepancy on the billing statements please contact our customer care department on 2727 3535.

Why are some charges billed in advance, while others are not?

Your monthly service charges are billed one month in advance, including your basic service fees for Melita High-Speed Internet and melita telephony services. Usage charges (Local calls, International calls, Directory Assistance, Itemised billing) are billed monthly in arrears.

What are my international calling rates?

With Melita telephony calling abroad has never been any simpler or cheaper. Simply lift the receiver and dial the destination number. If your desired destination is most of the EU countries, Australia, Canada, USA and another 100 destinations worldwide the rate is as low as €0.03c per minute.

Melita telephony provides you with the lowest call rates when communicating abroad. It is however not possible to connect an International telephony service only with the new Melita telephony service. Click here to obtain the list of call rates to all destinations serviced by the Melita telephony network.

What other charges do I incur when I use Melita telephony?

If Melita telephony is the only telephony system in your home you will incur no charges other than the Melita telephony low monthly cost and the per-minute charges for communicating with local fixed & mobile operators as well as the per minute charges for international calls. There are no other charges or hidden costs. Click here to view the tariff plans and call charges for Melita telephony.

Can I use my existing telephone on the Melita telephony system and will the Caller ID work?

As a Melita telephony service customer, you will be able to use a wide variety of corded and cordless phones, caller ID units, answering machines. It will be unlikely that you will need to change your existing equipment. However, we suggest that you test all your equipment once your Melita telephony service is installed. Melita telephony also provides a phone in a box solution providing a cordless phone with your starter kit.

Who do I contact if I need help with my Melita telephony system?

At Melita we are here to support you as efficiently as possible. We have several support options. Choose the one that works the best for you. You can also reach our Customer Care team on 27273535. Our Customer Care department operates on a 24×7 basis

Can I use a fax machine with the Melita telephony system?

YES. The Melita telephony system supports fax machine services.

Can I keep my existing telephone number?

Yes, you can now switch to Melita telephony and keep the same telephone number. All you need to do is, fill in a number portability form and together with a copy of your ID Card send to Melita plc, Gasan Centre, Mriehel By-Pass, Mriehel.