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 listened to by our 24 Hour Network Operations Centre. When leaving a message, please 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 reached at if required. If you are unable to reach our phone support lines, you can email email@example.com with information about your problem instead. Email support is monitored 24 hours a day, 7 days a week. Only urgent 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 subscribe 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 offer many different streams of communicating with a representative to work with you in trouble shooting.
Officially we offer (2) channel to request support;
- Email support
- Phone 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 correct method of communication.
If you are experiencing a high degree of anomalies, disruptions that maybe hard to explain, or need immediate assistance, it might be best to call in your support request to ensure the issue is being communicated as clear as possible for the fastest resolution.
We strive to handle support requests as soon as possible during operational 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 firstname.lastname@example.org or go through the MeloTel Customer Portal here: https://my.melotel.com/
- Direct Link to Open Support Ticket: https://my.melotel.com/submitticket.php
- For general support select: Support
- For billing inquiries select: Billing Department
- For questions about products and services select: Sales Department
If you are calling support, you must have already created a support ticket 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 leave 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 the matter requires urgent attention. If you are reporting an issue that is effecting our services as a whole, please monitor http://status.melotel.com/ for updates.