Contact Us
Call us, send us a message
or visit an Epic store.
Contact us / Submit a complain
Please complete the form below and we will contact you within 24 hours.
We accept
Secure shopping with
FREE DELIVERY
- to your home or office -
Call us, send us a message
or visit an Epic store.
Please complete the form below and we will contact you within 24 hours.
- to your home or office -
You must register your number by December 8th, otherwise your connection will be deactivated.
Registration is mandatory by law.
Epic Call Center agents will be happy to answer all of your questions and guide you through the Epic services and offers.
Our Call Centre working hours are:
| Monday - Friday | 08:00 - 20:00 |
| Saturday & Sunday | 08:00 - 18:00 |
| Public Holidays | 08:00 - 18:00 |
Epic agents will be happy to answer all of your questions instantly, through our Live Chat service which you can find at the bottom of this website.
Live Chat working hours are:
| Monday - Sunday | 09:00 - 17:00 |
Our Call Center can be reached from abroad. Your call will be charged according to our roaming fees for Cyprus.
Our trained staff can help you choose the most suitable service or product for your needs and assist you with any clarification you may need regarding the connection pack or the service you selected. Find the nearest shop at your area here.
If your issue has not been resolved or you wish to submit a formal complaint, we have created a simple process to record and resolve it. At Epic, delivering excellent service is our top priority.
Contact us in the way that works best for you. Our team is ready to help you.
• By Phone: Call 136 or 80010136, Monday – Friday: 08:00–20:00, Saturday, Sunday, and public holidays: 08:00–18:00
• Online: Fill out the contact form on our website.
• At Epic Stores: Visit any of our stores.
• By Fax: +357 96969375
• By post: Send a letter to: Epic Ltd, Kennedy Avenue 87, 1077 Nicosia, Cyprus
If you are calling from abroad, dial +357 96136136 (your call will be charged according to your roaming rates for calls to Cyprus).
If you wish, you can use the complaint submission form available here.
To assist you with your complaint, we will need the following information when you submit it.
• Account number (can be found on your invoice)
• Full name and address
• Telephone number and email address
• Description of your complaint
• Preferred method of contact
• Identification document number
Our team will review your complaint.
• Your complaint will be assigned to a dedicated representative who will thoroughly investigate all aspects of the matter, liaising with the relevant departments.
• Our goal is to resolve your complaint within 10 working days. Once the investigation is complete, we will contact you to inform you of the outcome and the actions we have taken.
• In exceptional cases where more time is required, we will explain the reason for the delay, inform you of the next steps, and provide you with a new expected completion date.
If the complaint relates to the internet speeds and/or the quality of the internet service,
i) you are required to perform relevant speed tests before the submission of the complaint. The measurements should be performed using the tool developed by the Office of the Commissioner for this purpose (https://ocecpr.ee.cy/katanalotes/ergaleia-katanaloti/cynettest-systema-ektimeses-poiotetas-euryzonikon-syndeseon). Measurements using any other tool will not be accepted. You must connect one Device to the Internet Equipment using an ethernet cable, and must disconnect all other Devices from the Internet Equipment in order to perform a speed test.
ii) Measurements should be taken for a period of three (3) consecutive calendar days and at various times of the day. In order for a complaint to be considered valid, you must receive speeds lower than the advertised speed, when none of the factors affecting the Internet Service apply as set out in the terms applicable to the relevant Internet Service. You should be able to provide the above metrics to Epic when reporting the complaint. Epic reserves the right to conduct its own measurements for more accurate results and is not obliged to accept your measurements.
iii) The complaints administration procedure is summarized below:
(1) You report the complaint to Epic by providing the necessary files and information. In order for the complaint to be registered, you must complete the necessary checks in cooperation with Epic’s Customer Service officers following the technical internal control procedure. Then a relevant complaint report is issued.
(2) The complaint is sent to the competent support department, which conducts the necessary investigation and informs you of the progress of the complaint. If resolving the issue requires further technical actions, a technician may visit your Premises. If the resolution requires a change or upgrade or repair in the cabling (internal or external) of your Premises, then the technician will inform you of the appropriate suggestions and necessary actions, and whose responsibility to facilitate this correction.
(3) If the issue is due to the internal wiring of your Premises, it is your responsibility to carry out electrical optimizations in your Premises. If the issue lies in the external wiring, the complaint is sent to the appropriate organization which conducts an audit to rectify the issue.
(4) You are then informed accordingly by Epic’s support department.
(5) During the administration process of each complaint, you may be informed of its progress by contacting Epic.
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