Internet & Telephony

Internet & Telephony discount for 6 months!

Connect now with any Internet & Telephony Plan and get discount for the first 6 months!

Terms and Conditions for offer discount for 6 months:

1.     The Epic Fiber Discount for 6 months Offer ("Offer") is available to all new Subscribers who enter into a twenty-four (24) month contract (“Commitment Period”) for any Internet & Telephony plan and are or simultaneously become subscribers of any Epic mobile telephony service plan (“Subscribers”).

2.     The Offer is available for applications made between 21 December 2021 and 30 June 2023.

3.     With the Offer, Subscribers obtain a discount on the monthly subscription fee of their Internet & Telephony plan for the first six (6) months of the Commitment Period and then monthly subscription is set to the initial price of the plan for the remaining Commitment Period, as set at Epic's website.

4.     Upon expiration of the Commitment Period, the respective standard monthly subscription fees apply as they are posted in Epic’s website.

5.     All prices include VAT.

6.     The Offer can be applied for one connection for each postal code address and is terminated if the Subscriber changes plan and/or address for the Service.

7.     In the event of change of plan or installation address, or disconnection (temporary or permanent) or transfer of ownership or cancellation, the Offer is automatically terminated, and the standard monthly subscription fees apply, as posted in Epic’s website.

8.     Epic reserves the right, in its sole discretion, to reject any application.

9.   Epic reserves the right to amend the terms and conditions of the Offer, at any time without prior notice. These terms and conditions apply in addition to the terms and conditions of the Internet and Telephony Service and any Additional Services and/or Offers of the Subscriber.

10.    These terms and conditions apply in addition to the terms and conditions of the Internet and Telephony Service and any Additional Services and/or Offers of the Subscriber.

FREE Installation!

Connect with Internet & Telephony 30, 50, 80, 100 and get the Installation fee for FREE!

Terms and Conditions for free installation:

1. The Offer "Free Internet & Telephony Installation" (hereinafter "the Offer") is available to all new Internet & Telephony Subscribers and existing Subscribers for telephone line transfer requests to a new address for a minimum subscription period of 24 months.
2. The Offer period is available for applications made between 21 December 2021 and 30 June 2023.
3. With the Offer, the Internet & Telephony Subscribers will benefit from the free installation of the fixed telephony and internet line in their premises.
4. In case of termination or transfer of the Internet & Telephony service from Epic before the end of the above-mentioned minimum subscription period of 24 months, the Subscribers will be obliged to pay to Epic an amount equal to the installation/transfer fee that will be valid on the date termination or transfer of the service as posted on Epic’s website www.epic.com.cy.
5. The Offer is valid only for the commercially available Internet & Telephony plans 30, 50, 80, 100.
6. The Offer means the free installation for fixed telephone line and Internet at the subscriber’s premises.
7. The Offer has no retrospective validity.
8. Epic reserves the right to amend the terms and conditions of the Offer, at any time without prior notice.
9. The present terms and conditions are supplementary and/or apply in addition to the terms and conditions of the subscription contract of Internet & Telephony signed by the Subscriber.

3 months FREE monthly fee!

Connect now with any Internet & Telephony Plan and get 3 months FREE monthly fee!

Terms and Conditions for free installation:

1. The offer will be available for all new customers to any Internet & Telephony plan for the minimum contract period of 24 months.
2. The offer will be valid from 05/10/2020 until 21/12/2021 through Epic Stores and selected distributors.
3. The subscribers will benefit of 3 (three) monthly fees, based on the Internet & Telephony plan selected, for free.
4. Upon the expiry of the current offer, the offer for discount on invoice, where applicable, remains valid on the Subscriber’s monthly fee for the remaining minimum contract period.
5. The offer is valid only for 1 (one) installation address and it is automatically terminated in case of change of the installation address.
6. The present terms and conditions apply in addition and supplementary to the terms and conditions of the subscription contract signed by the subscriber.

DEVICE on Monthly Instalments!

Connect with ΜΤΝ at Home 16, ΜΤΝ at Home 20, ΜΤΝ at Home 30 or ΜΤΝ at Home 50 and get laptop, tablet or a smartphone on monthly instalments!

 Terms & Conditions for device on monthly instalments

1. The purchase of a device with instalments is applicable only for MTN at Home Plans  16, 20, 30 & 50 Mbps, that are successfully installed.
2. The subscriber has the choice to purchase the handset on monthly instalments provided that he/she accepts to use the Direct Debit for the settlement of the monthly bill.
3. Monthly instalments may vary depending on the plan chosen by MTN at Home subscriber, must cover the retail price of ‎the handset in whole and‎/‎or in part and the instalments duration could be from ‎6‎ to ‎24‎ months.
4. In the event that the value of the selected device is higher than the total amount of monthly instalments, then the difference has to be paid once-off during the purchase of the device.
5. In the event that the value of the selected device is lower than the total amount of monthly instalments, then subscriber is entitled to buy a 2nd device. In the event that the total value of the 2 devices is higher than the total amount of monthly instalments, then the difference has to be paid once-off during the purchase of the devices.
6. In the event that the value of the selected device is lower than the total amount of monthly instalments, and subscriber does not select a 2nd device at the time of purchase, he/she will not be entitled to redeem the difference amount in the future to purchase another device.
7. In the event of contract termination, the subscriber must pay off all remaining monthly instalments as once-off fee.
8. In the event the subscriber wants to downgrade plan, to a plan that does not provide eligibility for the instalments as per term 1 above, he/she must pay off all remaining monthly instalments as once-off fee.
9. The present terms and conditions apply supplementary to the Terms & Conditions of ΜΤΝ at Home plans.
10. The offer is valid from 23/03/2018 until 31/01/2019.

Terms & Conditions MTN at Home Student Offer with iPad

1. The specific offer for Apple iPad WiFi 6Gen 32GB* (hereinafter "the Device", with discount, is valid only for new orders for MTN at Home Plans 16, 20, 30 Mbps (hereinafter "the Service (s)"). Each Service enters into force upon the date which the Subscriber can access it. In the event that the Subscriber's connection with the MTN Services fails and/or that a connection for any reason is deemed as not possible, then the Terms and Conditions of this offer will not come into force and/or the offer will not be available to that Subscriber.

2. A prerequisite for the Subscriber to be considered a beneficiary for the offer is the acceptance of repayment of the monthly instalments of the offer through a Direct Debit Banking Order.

3. Monthly instalments for the Device are set to €15.10, independently on the MTN at Home plan the Subscriber has chosen, so that it covers the retail price of ‎the Device in whole and‎/‎or in part price of the Device. The instalments duration has set to be 24‎ months‎.

4. In the event of a termination of a Subscription Service and/or contract termination, the offer is deemed terminated and the Subscriber will have to settle all remaining monthly installments of the Device with a once-off payment with the termination. The Subscriber will also have to pay all fees and other money due for the Services created up to the disconnection time as well as the administrative termination fee which is published on the MTN website www.mtn.com.cy.

5. If the Subscriber wishes to downgrade his/her MTN at Home Plan to a plan that does not provide the option of Device installments under clause 1 above, he/she will have to pay all remaining monthly installments of the Device at a one-off basis.

6. The present terms and conditions apply supplementary to the Terms & Conditions of ΜΤΝ at Home plans as published at MTN's website www.mtn.com.cy.

7. After the installation of the MTN at Home services, the legal subscriber of the Services has to visit any MTN Store or Distributor to activate monthly instalments and get the Device.

8. The offer is available from the 3rd of September 2018 and will run the 31st of January 2019.

* MTN has the right to replace specific Device with another of equal quality and/or price without prior warning. The present is not valid for the Subscribers who have already signed a contract for the specific Device.

Terms & Conditions for MTN at Home & MTN TV with TV Device offer

1. The specific offer for SAMSUNG 4K SMART LED TV UE43MU6122*, with discount, is valid only for simultaneous new orders for MTN at Home Plans 16, 20, 30 Mbps & MTN TV (hereinafter "the Service (s)"). Each Service enters into force upon the date which the Subscriber can access it. In the event that the Subscriber's connection with the MTN Services fails and/or that a connection for any reason is deemed as not possible, then the Terms and Conditions of this offer will not come into force and/or the offer will not be available to that Subscriber.
2. A prerequisite for the Subscriber to be considered a beneficiary for the offer is the acceptance of repayment of the monthly instalments of the offer through a Direct Debit Banking Order.
3. Monthly instalments may vary depending on the MTN at Home plan the Subscriber has chosen, so that it covers the retail price of ‎the Device in whole and‎/‎or in part price of the Device and the instalments duration has set to be 24‎ months‎.
4. In the event of a termination of a Subscription Service and/or contract termination, the offer is deemed terminated and the Subscriber will have to settle all remaining monthly installments of the Device with a once-off payment with the termination. The Subscriber will also have to pay all fees and other money due for the Services created up to the disconnection time as well as the administrative termination fee which is published on the MTN website www.mtn.com.cy.
5. If the Subscriber wishes to downgrade his/her MTN at Home Plan to a plan that does not provide the option of Device installments under clause 1 above, he/she will have to pay all remaining monthly installments of the Device at a one-off basis.
6. The present terms and conditions apply supplementary to the Terms & Conditions of ΜΤΝ at Home plans as published at MTN's website www.mtn.com.cy.
7. After the installation of the MTN at Home & MTN TV services, device will be sent by courier in the address where the services are installed, upon arrangement with Subscriber.
8. Only the legal Subscriber of the services MTN at Home & MTN TV has the right to receive and collect the device upon delivery, after confirmation with identification and by signing a specific delivery document.
9. The Subscriber is exclusive responsible for the placing and the set-up of the TV device.
10. Regarding device, for the provision of technical guidance and fault reporting, subscriber must contact Samsung telephone centre on 8009-4000, free of charge (Monday-Friday 09:00-19:00 & Saturday 09:00-15:00).
11. Device has 2 years factory warrantee and for the convenience of the Subscriber, the terms of the warrantee are also posted on the MTN website www.mtn.com.cy.
12. The offer is valid from 23/05/2018 until 9/10/2018.

* MTN has the right to replace specific TV Device with another of equal quality and/or price without prior warning.

Select the Internet & Telephony contract plan that best serves your needs and connect now:

• at the Epic Stores
• at selected associates’ stores,
• through  Telesales by calling 159,
• through the online store (e-Store).

You will need your ID card and/or passport, and a proof of address document. In case you will transfer your existing internet connection from another provider to Epic, you will also need the last month’s invoice from the other provider.

Installation fee:

The installation fee for Internet & Telephony 10, 20, 30, 50, 80 & 100Mbps is €99. The payment of the installation fee can be divided in 24 monthly instalments.

Additional telephone line: The plans include (1) telephone number. You can add a second number to your line with only €2 extra on your monthly fee and €40 connection fee (once-off).

Internet & Telephony Plus: If you call abroad often, then with only an extra €5 on the monthly fee, you can connect with an Internet & Telephony Plus plan that includes 300 minutes of airtime for calls to fixed lines of 12 international destinations.  

In the case of service termination, the cost for not returning the equipment is: €58

National call rates

For International call rates click here (Valid until May 15th, 2019) and here (Valid from May 15th, 2019).

All above prices include VAT

Other charges

For subscription contracts completed before 4/2/2022 the following Terms & Conditions apply.

Terms & Conditions of the Subscription Contract from 19/06/2020 until 3/2/2022

For subscription contracts completed from 4/2/2022 the following Terms & Conditions apply.

Terms & Conditions Of The Subscription Contract from 4/2/2022

You can find out more about the inflation price adjustment here.

Terms & Conditions of Internet & Telephony plans

1. All prices include V.A.T. and it is charged on the customer’s total amount due on a monthly basis.
2. Prices are correct at the time of their publication, but they may change at the discretion of Epic at any time. Epic shall inform its customers in instances any changes occur on the Price Plans.
3. Charges apply for the use of fixed telephony to all national and international destinations and to premium numbers. For further information regarding the charges contact our Call Center at 136.
4. The installation of LLU / Sub loop and number portability shall be charged. Epic reserves the right to adjust the above amount in its sole discretion.
5. All hardware installed at the customer’s premises, remain the property of Epic at all times. In instances of termination of service, the customer is obliged to return the hardware to Epic. In addition the customer is obliged to pay the termination charges if he wishes to terminate his contract before its expiration date.
6. If the Equipment, which was installed at Customer’s premises, has been damaged and the damage was not caused because of Customer’s responsibility, Epic has the obligation to replace the Equipment, without charging the Customer. Otherwise, the Customer shall bear any replacement cost of the Equipment and the cost of the Equipment.
7. Τo access the administration platform of the Epic at Home service equipment (modem), a password is provided to the Subscriber. In case the Subscriber switches the equipment (through the administration platform) back to the factory settings, the service Epic at Home will be distrusted. The specific fault (disruption of the service) is the Subscriber’s responsibility and therefore, Epic reserves the right to charge the Subscriber the expenses resulting from the visit of the technician for restoring the Service.
8. A minimum charge will occur for all calls, will be valued at €0.0325 including VAT. 
9. In order to avoid congestion in Epic’s network and to protect the quality of Services offered, Epic implemented a fair usage policy, applicable to all schemes of use, services and offers made by Epic unlimited use (and / or as regards all other cases in which this is necessary). Unlimited use is mainly applicable to voice calls and internet use via Epic’s network. Such unlimited use is offered for private and personal use and / or benefit from such service and / or offer. In no case does the unlimited use allow activities aiming at making profit or reselling this service or using this service in an unfair or excessive way. In particular, you use any Service excessively and / or aiming at making profit or reselling it and / or go beyond the limit of normal / allowed use, as the latter is determined by the commercial policy in force at that time regarding the scheme of use, service or offer in question, then Epic reserves the right to inform you that you are close to the limit set out and then, if such limit is surpassed, Epic reserves the right to apply further charges and / or register you under another scheme of use and / or interrupt the subscription and / or exclude you from the service / offer and / or from the company’s network, either provisionally or indefinitely, with no further notice. Furthermore, the use of unlimited communication time and / or the use of internet can only take place through a simple device. The use through PBX or any other line connected to a computer aiming at making a large number of voice and / or sending a high volume of data, is not permitted. The unlimited use does not include calls abroad, calls to international networks, to few digit service numbers and calls. The unlimited use of communication time and / or the use of internet according to the service / offer in question are applicable per calendar month, regardless of the date of the invoice. As regards the period from the day that the schemes of use, which are compatible with the Fair usage policy, are activated until the end of the calendar month in which activation took place, respective limits of normal / allowed use of communication time and / or internet use are all calculated in a proportional way. Epic reserves the right to end the service and / or offer in question, to change the period during which the offer is valid and / or to amend the relative terms and conditions of this policy.
10. If the Customer wishes to disconnect from Epic’s network prior to the expiration of the Minimum Period, the Customer shall pay the amount of €27 as Administration Termination Fee and shall be required to settle all outstanding charges and fees until the disconnection of the line.

Terms & Conditions of Epic at Internet & Telephony Plus plans

1. All prices include V.A.T. and it is charged on the customer’s total amount due on a monthly basis.
2. Prices are correct at the time of their publication, but they may change at the discretion of Epic at any time. Epic shall inform its customers in instances any changes occur on the Price Plans.
3. Charges apply for the use of fixed telephony to all national and international destinations and to premium numbers. For further information regarding the charges contact our Call Center at 136.
4. The installation of LLU / Sub loop and number portability shall be charged. Epic reserves the right to adjust the above amount in its sole discretion.
5. All hardware installed at the customer’s premises, remain the property of Epic at all times. In instances of termination of service, the customer is obliged to return the hardware to Epic. In addition the customer is obliged to pay the termination charges if he wishes to terminate his contract before its expiration date.
6. If the Equipment, which was installed at Customer’s premises, has been damaged and the damage was not caused because of Customer’s responsibility, Epic has the obligation to replace the Equipment, without charging the Customer. Otherwise, the Customer shall bear any replacement cost of the Equipment and the cost of the Equipment.
7. Τo access the administration platform of the Epic at Home service equipment (modem), a password is provided to the Subscriber. In case the Subscriber switches the equipment (through the administration platform) back to the factory settings, the service Epic at Home will be distrusted. The specific fault (disruption of the service) is the Subscriber’s responsibility and therefore, Epic reserves the right to charge the Subscriber the expenses resulting from the visit of the technician for restoring the Service.
8. In order to avoid congestion in Epic’s network and to protect the quality of Services offered, Epic implemented a fair usage policy, applicable to all schemes of use, services and offers made by Epic unlimited use (and / or as regards all other cases in which this is necessary). Unlimited use is mainly applicable to voice calls and internet use via Epic’s network. Such unlimited use is offered for private and personal use and / or benefit from such service and / or offer. In no case does the unlimited use allow activities aiming at making profit or reselling this service or using this service in an unfair or excessive way. In particular, you use any Service excessively and / or aiming at making profit or reselling it and / or go beyond the limit of normal / allowed use, as the latter is determined by the commercial policy in force at that time regarding the scheme of use, service or offer in question, then epic reserves the right to inform you that you are close to the limit set out and then, if such limit is surpassed, Epic reserves the right to apply further charges and / or register you under another scheme of use and / or interrupt the subscription and / or exclude you from the service / offer and / or from the company’s network, either provisionally or indefinitely, with no further notice. Furthermore, the use of unlimited communication time and / or the use of internet can only take place through a simple device. The use through PBX or any other line connected to a computer aiming at making a large number of voice and / or sending a high volume of data, is not permitted. The unlimited use does not include calls abroad, calls to international networks, to few digit service numbers and calls. The unlimited use of communication time and / or the use of internet according to the service / offer in question are applicable per calendar month, regardless of the date of the invoice. As regards the period from the day that the schemes of use, which are compatible with the Fair usage policy, are activated until the end of the calendar month in which activation took place, respective limits of normal / allowed use of communication time and / or internet use are all calculated in a proportional way.
9. A minimum charge will occur for all international calls and calls made to mobile phones outside epic’s network, will be listed on Epic’s website.
10. Whereas the Service includes free talk time to fixed and predefined international destinations, the following shall apply in addition:
    • The total free talk time is 300 (three hundred) minutes. The free talk time is only available for calls made from fixed to fixed landlines. The international destinations where this Service applies are listed on Epic’s website.
    • The total time of 300 minutes is automatically renewed each month. There is no option to activate or deactivate the Service.
    • Minimum call duration is determined the one (1) minute to external calls and the charging step is one (1) minute.
    • Any remaining free talk time of the current month, is not transferred to the next month.
    • Once the subscriber exceeds the free talk time, costs will continue to run. The subscriber will be charged for international calls (fixed to fixed).
11. Epic reserves the right to end the service and / or offer in question, to change the period during which the offer is valid and / or to amend the relative terms and conditions of this policy.
12. The present Terms and Conditions apply in addition to the General and Specific Terms and Conditions of the Subscription Contract signed by the Subscriber.

Terms & Conditions of TriplePlay

1. All prices include V.A.T.
2. The offer applies to existing Epic Fixed subscribers and existing and new Epic PayMonthly subscribers (voice plans only).
3. Subscribers shall receive a discount on their Internet & Telephony plan monthly fee for as long as the present offer continues to apply.
4. The offer is valid only with the signing of a new 24month Internet & Telephony contract and a 24month Epic PayMonthly contract. Regarding our existing Epic PayMonthly subscribers, the offer is valid upon their registration in the system and shall continue to be valid provided that they will proceed with a 24month renewal of their Epic PayMonthly contract. Our existing Internet & Telephony  subscribers shall proceed with the modification of the provided services without any charges and sign the Modification Service Form for the transfer to any Internet & Telephony plan. The present offer shall continue to apply only with the renewals of Epic PayMonthly contract and Internet & Telephony contract upon their expiration.
5. The discount on a device and/or getting a free of charge device, applies only to new Epic PayMonthly subscribers with the signing of a 24months subscription contract and to our existing Epic PayMonthly subscribers only with the renewal of their 24month contract.
6. The present terms and conditions apply supplementary to the terms and conditions of the Internet & Telephony plans and Epic PayMonthly subscription contract.

Συμπληρωματικοί όροι και προϋποθέσεις απο 5/5/2017

Οι παρόντες όροι και προϋποθέσεις ισχύουν από τις 05.05.2017 συμπληρωματικά των ορών και προϋποθέσεων για την παροχή υπηρεσιών ηλεκτρονικών επικοινωνιών των Epic at Home πλάνων σταθερής τηλεφωνίας και internet («η Συμφωνία»).

1. Η epic θα καταβάλει όλες τις δυνατές προσπάθειες για να παρέχει τα Epic at Home πλάνα σταθερής τηλεφωνίας και internet («η Υπηρεσία ή οι Υπηρεσίες») σύμφωνα με το Περί Καθορισμού της Ποιότητας Παροχής των Υπηρεσιών Ηλεκτρονικών Επικοινωνιών Διάταγμα του 2005 και το Περί Πρόσβασης στο Ανοικτό Διαδίκτυο Διάταγμα του 2017 ως τροποποιούνται ή αντικαθίστανται από καιρού εις καιρόν από τον Επίτροπο Ρυθμίσεως Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων («ο Επίτροπος»). Όμως, λόγω της φύσης των ηλεκτρονικών επικοινωνιών, είναι αδύνατο να παρέχει τις Υπηρεσίες της απρόσκοπτα και η ποιότητα και η κάλυψη των Υπηρεσιών εξαρτάται εν μέρει από τον τερματικό εξοπλισμό του Συνδρομητή, εν μέρει από το δίκτυο της Epic και εν μέρει από άλλους παροχείς και άλλα δίκτυα ηλεκτρονικών επικοινωνιών τα οποία συνδέει με ή με τα οποία συνδέεται το δίκτυο της Epic.
2. Η κάλυψη και οι Υπηρεσίες δύνανται να επηρεαστούν δυσμενώς από παρεμβολές, ατμοσφαιρικές καταστάσεις, γεωγραφικούς παράγοντες, δικτυακή συμφόρηση, συντήρηση, διακοπές από άλλα δίκτυα ή χώρους παροχέων, ή άλλες λειτουργικές ή τεχνικές δυσκολίες, που σημαίνει ότι ο Συνδρομητής πιθανό να μη λαμβάνει μερικές ή όλες τις Υπηρεσίες σε μερικές περιοχές ή κατά μερικά χρονικά διαστήματα. Άλλοι παράγοντες που επηρεάζουν την ποιότητα πρόσβασης στο διαδίκτυο καθώς και τις ταχύτητες που λαμβάνει ο Συνδρομητής:
   • Κακή ή ελλαττωματική εσωτερική καλωδίωση του υποστατικού του Συνδρομητή.
   • Η σύνδεση του αποδιαμορφωτή (modem) σε σημείο άλλο από το πρώτο σημείο του υποστατικού.
   • Η ασύρματη διασύνδεση του τερματικού εξοπλισμού του Συνδρομητή με τον αποδιαμορφωτή/ modem / router (χρήση wifi) και όχι διασύνδεση με καλώδιο Ethernet.
   • Τα τεχνικά χαρακτηριστικά του τερματικού εξοπλισμού καθώς και η κατάσταση του εξοπλισμού του κατά τη χρήση των Υπηρεσιών.
   • Λειτουργία άλλων προγραμμάτων στον τερματικό εξοπλισμό του Συνδρομητή.
   • Λειτουργία άλλων συσκευών στον χώρο του Συνδρομητή που επηρεάζουν την ποιότητα των Υπηρεσιών.
   • Χρήση της σύνδεσης του Συνδρομητή και από άλλους χρήστες στον ίδιο χώρο ή/και από άλλους χρήστες χωρίς την έγκριση του Συνδρομητή.
   • Μόλυνση του τερματικού εξοπλισμού του Συνδρομητή από ιούς, spyware.
   • Παρεμβολή άλλου εξοπλισμού που να προκαλεί καθυστερήσεις στον τερματικό εξοπλισμό του Συνδρομητή.
   • Έλεγχος ταχύτητας πάνω από ένα VPN όπου θα δοθεί τυπικά χαμηλότερη ταχύτητα λόγω της ασφάλειας και της κρυπτογράφησης.
   • Το είδος της εφαρμογής που ο Συνδρομητής χρησιμοποιεί με τις Υπηρεσίες.
   • Επίπεδο συμφόρησης του δικτύου την ώρα που ο Συνδρομητής ελέγχει την ταχύτητα. Οι ταχύτητες πρόσβασης μπορεί να μεταβάλλονται μέσα στην ημέρα ανάλογα με το πόσο απασχολημένο είναι το διαδίκτυο συνολικά και ο κόμβος στον οποίο βρίσκεται η ιστοσελίδα την οποία ο Συνδρομητής θέλει να επισκεφθεί.
3. Οι Υπηρεσίες προσφέρονται σύμφωνα με τις παρακάτω ταχύτητες εκτός και αν εφαρμόζονται οι εξαιρέσεις που αναφέρονται στις παραγράφους 2 και 4:
   • Μέγιστη Ταχύτητα= ορίζεται ως η μέγιστη ταχύτητα που είναι δυνατό να επιτύχει ο Συνδρομητής κατά την παροχή των Υπηρεσιών και είναι το 100% της διαφημιζόμενης ταχύτητας. H ταχύτητα αυτή είναι δυνατόν να επιτευχθεί κατά τις ώρες 00:00 με 8:59.
   • Συνήθης ταχύτητα= ορίζεται ως η συνήθης ταχύτητα που είναι δυνατό να επιτύχει ο Συνδρομητής κατά τις ώρες 9:00 μέχρι 17:59 και είναι το 85% της διαφημιζόμενης ταχύτητας.
   • Ελάχιστη ταχύτητα= ορίζεται ως το 70% της διαφημιζόμενης ταχύτητας και είναι η ελάχιστη ταχύτητα την οποία θα λαμβάνει ο Συνδρομητής και ιδιαίτερα κατά την διάρκεια των ωρών αιχμής 18:00 με 23:59.
4. Η Epic δεν έχει καμία ευθύνη για οποιανδήποτε καθυστέρηση ή βλάβη των Υπηρεσιών, για οποιανδήποτε απώλεια ή ζημιά από τέτοια καθυστέρηση ή βλάβη ή για διακοπή οποιασδήποτε Υπηρεσίας ή διαταραχή της ποιότητάς της στο βαθμό που αυτή προκλήθηκε, όλη ή εν μέρει, από γεγονός πέραν του λογικού ελέγχου της Epic. Η ευθύνη της Epic περιορίζεται στην καταβολή κάθε δυνατής προσπάθειας δια άρση της βλάβης ή ζημιάς.
5. Η παροχή της Υπηρεσίας είναι δυνατή μόνο στις περιπτώσεις όπου υπάρχουν κατάλληλοι πόροι δικτύου της Epic. Η Epic δεν είναι υποχρεωμένη να παρέχει την Υπηρεσία σε περιπτώσεις που δεν είναι σε θέση να διασφαλίσει το επίπεδο ποιότητας που απαιτείται για την παροχή της Υπηρεσίας ή στην περίπτωση που η διασφάλιση του απαιτούμενου επιπέδου ποιότητας για την παροχή της Υπηρεσίας δεν είναι τεχνικά εφικτή.
6. Σε περίπτωση αποδεδειγμένης και επανειλημμένης αδυναμίας της Epic να προσφέρει τις Υπηρεσίες σύμφωνα με τους παρόντες όρους και προϋποθέσεις, τότε ο Συνδρομητής θα δικαιούται τις θεραπείες που προνοούνται στη Συμφωνία καθώς και στη νομοθεσία.
7. Σε περίπτωση που αντιμετωπισθεί οποιοδήποτε ζήτημα ο Συνδρομητής μπορεί να αποταθεί στο κέντρο εξυπηρέτησης της Epic 136, σε οποιοδήποτε κατάστημα ή ηλεκτρονικά στο contactus@epic.com.cy. Εάν το παράπονο αφορά ταχύτητες και ποιότητα των Υπηρεσιών, ο Συνδρομητής θα χρειαστεί να προβεί σε σχετικές μετρήσεις προτού το παράπονο υποβληθεί για έλεγχο. Οι μετρήσεις θα πρέπει να γίνονται με τη χρήση του εργαλείου cyNettest το οποίο αναπτύχθηκε από το Γραφείο Επιτρόπου Ρυθμίσεων Ηλεκτρονικών Επικοινωνιών για αυτό το σκοπό. Μετρήσεις από οποιοδήποτε άλλο εργαλείο δεν θα γίνονται αποδεκτές. Απαιτείται η απευθείας σύνδεση του τερματικού εξοπλισμού με καλώδιο και η αποσύνδεση των επιπλέον συσκευών από το ασύρματο δίκτυο.
8. Οι μετρήσεις θα πρέπει να διεξαχθούν για περίοδο τριών συνεχόμενων ημερολογιακών ημερών και σε διάφορες ώρες της μέρας. Για να θεωρηθεί ένα παράπονο έγκυρο, ο Συνδρομητής θα πρέπει να λαμβάνει ταχύτητες μικρότερες των ταχυτήτων που αναγράφονται στην παράγραφο 3 εκτός αν εφαρμόζονται οι εξαιρέσεις των παραγράφων 4 και 2 ή/και οι μετρήσεις έχουν επηρεαστεί από παράγοντες τις παραγράφου 2 πιο πάνω. Ο Συνδρομητής θα πρέπει να έχει τη δυνατότητα να παρέχει τις πιο πάνω μετρήσεις στην Epic κατά την αναφορά του παραπόνου. Η Epic διατηρεί το δικαίωμα να διεξάγει και η ίδια της μετρήσεις για πιο ορθά αποτελέσματα και να μην αποδεχτεί τις μετρήσεις του Συνδρομητή.
9. Η διαδικασία διαχείρισης παραπόνων αναλύεται πιο κάτω:
   • Αναφορά παραπόνου. Ο Συνδρομητής μέσω του τηλεφωνικού κέντρου 136, έπειτα από επίσκεψη σε κατάστημά της Epic ή ηλεκτρονικά στο contactus@epic.com.cy, αναφέρει το παράπονό του προσκομίζοντας τα απαραίτητα αρχεία και στοιχεία. Για να καταχωρηθεί το παράπονο του Συνδρομητή προς διερεύνηση θα πρέπει να γίνουν οι απαραίτητοι έλεγχοι από τον Συνδρομητή σε συνεργασία με τους λειτουργούς εξυπηρέτησης του κέντρου ακολουθώντας την τεχνική εσωτερική διαδικασία ελέγχου.
   • Το παράπονο αποστέλνεται στο αρμόδιο τμήμα υποστήριξης, το οποίο προβαίνει στην απαραίτητη διερεύνηση και ενημερώνει τον Συνδρομητή για την εξέλιξη του παραπόνου.
     • Σε περίπτωση που η επίλυση του ζητήματος χρειάζεται επιπλέον τεχνικές ενέργειες, ενδέχεται να διεξαχθεί επίσκεψη τεχνικού στο υποστατικό του συνδρομητή για έλεγχο της καλωδίωσης (εσωτερικής και εξωτερικής). Στην περίπτωση που το ζήτημα οφείλεται στην εσωτερική καλωδίωση, συνιστάται στον Συνδρομητή να προβεί σε ηλεκτρολογικές βελτιστοποιήσεις στον χώρο του.
     • Εάν το ζήτημα έγκειται στην εξωτερική καλωδίωση, το παράπονο αποστέλλεται στην ΑΤΗΚ η οποία προβαίνει σε έλεγχο ως προς την επιδιόρθωση του ζητήματος.
   • Ο Συνδρομητής ενημερώνεται αναλόγως από το αρμόδιο τμήμα υποστήριξης της Epic.

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