The issues raised by Jean Galea (The Sunday Times, October 9) are somewhat unclear so we feel the matter should be clarified in order to give the true facts.
After her letter was published, a Go representative contacted Mr Galea and performed a speed test on his internet connection. The results of the speed test put his mind at rest regarding this particular bone of contention as it confirmed that he was in fact achieving the internet speed promised in his Go package.
From checks carried out by Go, it results that the customer’s line can, in fact, attain much higher speeds than the contracted internet package as a result of Go’s long-term investment to improve Internet services for its customers. The customer’s area is, in fact, powered by fibre to a nearby cabinet, part of Go’s multi-million euro expansion project involving the roll-out of next-generation networks.
And there was more good news for Mr Galea: over the past days, his internet service was upgraded to a higher package – all this free of charge and on a permanent basis. This initiative is part of an ongoing exercise that is being carried out by Go to give customers free upgrades on a number of products. By sheer coincidence this customer’s complaint was lodged during these free upgrades.
As to the claim that other service providers give unlimited upgrades, customers are always advised to read the terms and conditions (vis-à-vis fibre-powered internet packages).
Such terms normally specify that ‘unlimited products’ are actually capped. When one considers the ‘fair usage’ download thresholds stipulated, then the internet limits are obviously in line with what Go offers for similar products.
Go always recommends that customers monitor their internet usage via the Internet Account Manager. Users can click on the manager in the Quick Links section at the bottom right of the Go website home page – www.go.com.mt.
After inputting their user name and password, customers can gain prompt access to service information based on their account.