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Operating Hours
Our operating hours are Monday-- Friday 9:00am-5:00pm. We are closed on = weekends and national and Ontario provincial holidays.
For emergency attention outside of business hours please call toll free = 1-888-MELOTEL (635-6835) and leave a voicemail. All messages will be listen= ed to by our 24 Hour Network Operations Centre. When leaving a message, ple= ase be as descriptive as possible about your problem, the more details the = better and be sure to leave your contact information where you can be reach= ed at if required. If you are unable to reach our phone support lines, you = can email support@melotel.com with information about your problem = instead. Email support is monitored 24 hours a day, 7 days a week. Only urg= ent issues are handled outside of business hours.
For disruptions in services that are provided by MeloTel, please review = our Service Status Dashboard http://status.melotel.com/ and subscr= ibe for updates.
We place a high importance on customer service and in order to do that, = we aim for quick resolutions to any and all problems that may occur. We off= er many different streams of communicating with a representative to work wi= th you in trouble shooting.
Officially we offer (2) channel to request support;
Any other method of communication will be redirected to request support = through one of the three correct channels. It is important to use the corre= ct method of communication.
We strive to handle support requests as soon as possible during operatio=
nal hours. You should receive a response message within 1 hour of sending a=
request via email, although there is no time guaranteed and it will likely=
be significantly sooner.
How to open a support ticket
You can open a support ticket by sending an email to support@melote= l.com or go through the MeloTel Customer Portal here: https://my.melo= tel.com/
Compile your message being as detailed desc= riptive as possible, ensuring clarity in your message while being concise.<= /p>
Attachment
If you are calling support, you must have already created a support tick= et and have you support ticket ID available. Telephone support is available= during operating hours at 1-888-MELOTEL (635-6835), 416-479-0993, or = dialing 611 from any of our MeloTel issued telephones.
All calls will be answered by a live person usually within eight seconds= of calling.
All calls after hours will be directed to a voicemail where you can leav= e a message providing as much details of the issue you are experiencing.
These messages will be listened to and will only receive a response if t= he matter requires urgent attention. If you are reporting an issue that is = effecting our services as a whole, please monitor http://status.melote= l.com/ for updates.