From Mr K. Borg

Adrian Muscat recounted his personal experience when calling a 99 number from a hello line in his letter entitled “Poor Service”(TMIS, 20 July).

While Melita has taken the necessary action to resolve the problem, we regret any inconvenience caused to Mr Muscat. Our technical and customer care teams, including myself, have been in touch with Mr Muscat to ensure satisfactory closure.

We thank Mr Muscat for his comments as this situation has helped Melita to identify, address and resolve a technical issue for the benefit of its 40,000 hello customers.

For the benefit of readers, the problem highlighted by Mr Muscat evolved after an unprecedented amount of GO and Vodafone mobile users switched mobile networks and subsequently required number porting – a term used when mobile users request that their mobile number moves unchanged to the new mobile network.

On a particular day this month, hello received four times the number porting notifications than the average customary amount.

As the leading local communications provider, we pride ourselves in delivering reliable, affordable and easy to use communication and home entertainment solutions.

Melita has been witnessing a substantial increase in number porting from GO’s fixed line network to our hello platform, clearly indicating hello’s increasing popularity as a preferred choice for cheaper fixed line telephony.

Melita’s commitment to provide a superior experience to all its customers underpins our efforts to attain the highest possible customer satisfaction levels.

Kevin Borg

Head of Customer Care

Melita Cable