epic.com.mt Reviews 59

Worst experience ever! Can't cancel my mobile plan. Contacted the support via multiple ways. WhatsApp, Email etc. No answer.

Today I visited Epic Head Office to purchase a mobile phone. Miss Nadine assisted me throughout the process, and I was very impressed with her service. She explained everything about the phone clearly and helped me choose the best option for my needs.

I decided to buy the iPhone 17 Pro Max, and I am very happy with my purchase. Her professionalism, friendliness, and excellent customer service made my experience smooth and enjoyable.

Highly recommended service thank you, Nadine!

Visited the Bkara office on 24th march early in the afternoon. There was a very long queue. I am elderly and had to stand for over an hour until it was my turn. There were only three persons seeing to customers and each customer took ages. One of the counters was manned by a young girl who didn’t seem to know her job. She kept asking for help from the other counter clerks which caused even more delay.

However when it was finally my turn I was seen to by Theresa Stivala. She was extremely helpful and efficient. She explained everything clearly and went out of her way to help me. Well done and thank you.

I don’t recommend it, you will definitely regret using epic, signal is barely catching, internet very slow and still they will charge you fees to cancel the subscription.
I can tell that’s it’s the worst experience ever and don’t fall in this trap like i did
Very very disappointing

I’ve been using Epic’s 500 Mbps fiber connection for about 3 years, and unfortunately my experience—especially for online gaming—has been very disappointing.
On paper, the speed looks great (500 Mbps fiber), but in reality the connection quality does not reflect what you would expect from a true fiber service. The latency is inconsistent, there are frequent spikes, and occasional micro-disconnects that make competitive online gaming very frustrating.
Even when playing with a direct Ethernet cable to the router, I often feel slower than other players in the same games. There is noticeable delay compared to people with more stable connections, which should not be happening with a 500 Mbps fiber plan.
Another major issue is the router provided by Epic. It is not optimized for gaming, the performance is quite limited, and in the 3 years I have been a customer they have never replaced or upgraded it despite the ongoing issues. The hardware feels outdated and struggles to maintain a stable network environment.
I also contacted support several times over the years. Most of the time they only perform basic checks and never seem to carry out a proper network investigation or deeper troubleshooting to resolve the underlying problem.
After waiting for improvements for years, I finally decided to switch to GO. They offer what actually feels like a real fiber connection, with better equipment and noticeably better latency and stability for gaming.
Based on my experience, Epic’s fiber may work for basic internet usage, but if you care about connection quality, stable ping, and online gaming performance, it has been very disappointing.

I switched to Epic because they claim to have a strong and reliable network, but my experience has been very disappointing. The signal is often weak and the internet speed is very slow in Luqa areas. For a company that advertises good coverage, the actual performance does not match their claims. I hope they improve their network quality because right now it’s one of the worst experiences I’ve had with a mobile provider.

BE AWARE OF EPIC MALTA

I signed and returned all required Epic contracts on January 5t with a sales person called Seanie. Since then, I have received no concrete update, no confirmation, and no follow-up, and she is not answering anymore !

and despite multiple messages to support, I am repeatedly told that someone will contact me,which never happens.

Weeks of silence after contracts are signed is simply unacceptable and shows a serious lack of professionalism and accountability.

Actually horrible phone company. do not recommend, dumbest customer service ever and deals do not make sense. I have no 5g because of them and have no way to get any because I have a contract of 2 years i have no control over.

One of the most worst network in malta
They are trying to steal our money

Hello, I am very disappointed with your customer service. My issue was not resolved, and my Wi-Fi was disconnected without notice. This is unprofessional and disrespectful. Please restore my service immediately and address this problem.

Worst experience of my live, impossible to have them, they over charge you without proofs for million things, they don't solve your issues, and when you try to change companies they put 1 million problems

Dear epic ,

We are here in Birkirkara office & the lady of customer support name tareza . She speak very very roundly with us . Counter no 1 . Niw she said i will give you extra bills like this . This is the customer service of epic. I m 4 year old customer of epic m. We have more than 4 numbers of epic.

Thanks & Regards.

I am currently abroad and I had a problem with connecting with my phone.I contacted epic customer care and was assisted by Joel, thankyou Joel for helping me to solve this matter.you were of great help.

very bad customer service

They refused to send me an account, the only means of communication was Live Chat on WhatsApp and MUST be on Mobile ONLY., which I hate, spent 3 hours 2 day running communicating their way, trying to get an Invoice to enable me to pay. In the end I had to physically go into Valletta to pay, where I STILL could not access the INVOICE but paid anyway, was over it !! ended up closing the account THEN following month, the send me notice to pay, and then closed my Internet access, so AGAIN I have the same issue of not being able to pay the Invoice as one needs an Invoice number and amount in order to pay, they also threatened me with late charges. So I have to physically waste yet another day going into Valletta just to pay a Bill. Customer Care !!! they don't know the meaning of it

Absolutely appalling.

My auto-top up kept failing on the Friday and Saturday. I tried changing payment cards but the same happened. So on Sunday I contacted support via live chat. They guy said they had problems their end and it would be fixed within a few hours. And a few hours later, on Sunday, they took my payment. But on Wednesday my account still hadn't been credited. So I wasted over an hour on live chat again, and sent proof Epic had taken funds.

The girl (who seemed clueless and more than a little out of her depth) just said they had a technical ticket on it and there was nothing they could do. I tried calling support but couldn't get through. Then I get a text saying they are hoping to have it resolved by the 11th!! They took the money on the 3rd!!!

So, imagine, you're out and about and need to access the internet to confirm something like a security check - tough, you can't. You're with Epic, who will take money but can't credit it.

Seriously, the worst customer service ever. Just very glad I didn't upgrade my plan and sign up to a monthly contract like I was actually considering. Small miracles.

Well, it convinced me to switch phone company. Epic just lost out an order for a new iPhone or Samsung, and a decent tier plan.

We don't have an appropriate network work in our premises

TL;DR:
Tried to cancel postpaid contract as instructed, followed all steps, but Epic failed to process it. I had to chase them for days, got charged extra, and only then received the required form via WhatsApp. Filed a complaint with MCCAA. Avoid if you value time or clarity.

⸻

I requested to switch from postpaid to prepaid one week before my contract ended, exactly as instructed by Epic’s own support team. I clearly informed them that I was abroad and could not be reached by phone. They confirmed my request was received — but nothing was done.

I was later told the cancellation wasn’t processed because I didn’t answer their calls (despite being abroad and having explained this). No one told me a signed form was needed, and they never emailed it to me. I had to follow up several times — only then did they send the form via WhatsApp, days later.

Then they invoiced me again for the following month, as if the cancellation never happened.

This is not how a professional company should treat its customers. Poor communication, no accountability, and a system that punishes customers for internal mismanagement.

I’ve submitted a complaint to the MCCAA and do not recommend this provider to anyone looking for reliable service.

The worst service ever they are not updating the payments what you are doing. And you are paying 6 e penalties on the payed bill just becouse their sistem is disaster after the mounts of fighting with them they made me change the operator. To do the this they made me pay the payed bills again. 2 weeks after I change the operator I am receiving the mails from them with a billing when my balance now is in minus what is proving my point that I double payed the bils on the and and plus evry mount 6 e penalty... never again I did not recommend to any of you to use their services

I had the pleasure of working with Anastasia, and I couldn’t be more impressed by her professionalism and friendly approach. She was incredibly attentive to my needs, always ready to answer my questions and provide clear, helpful guidance. Anastasia made the entire process seamless and stress-free, ensuring that all my concerns were addressed with care and efficiency. Her positive attitude and dedication to delivering outstanding service truly made a difference. I’m grateful for her guidance. Well done, Anastasia P. Keep up the good job.