Customer Care

Policies

Shipping Policy

All phones and VoIP hardware orders will be shipped by courier (UPS, Purolator, FedEx) or Canada Post Expedited Mail.

All items shipped by our suppliers on our behalf, are subject to the laws applying to common carriers and the policies of the courier they choose.

Title for the items passes to you upon our or our agents delivery to the courier or common carrier.

We insure your order against risk of loss or damage.

Cancellation of Service

CallTel customers are free to cancel their service at any time - just contact Us.

We also welcome your feedback as to why you are cancelling your service.

Your services will be cancelled automatically at the end of your monthly service period.

Customers will be responsible for making arrangements to recover and/or migrate their data (if applicable) from CallTel servers. Charges may apply. Please contact us.

Payment Options

Our preferred method of payment is by credit card. We accept VISA, MasterCard and American Express.

We also accept Interac payments, Pre-Authorized chequing or PayPal.

For Paypal just enter the total amount of your invoice and complete your transaction. Your invoice will provide applicable tax details

 

If you wish to pay by cheque, please contact us.

Billing

If you decide during the first 30 days that you do not wish to continue, please contact us and we will refund equipment cost and monthly fee in full.

Frequently Asked Questions

What happens if my Internet goes down?

If your Internet connection goes down, callers will be able to access your Auto Attendant and leave you a voicemail. Customers will not be inconvenienced in any way and you will not miss any Inbound calls. Once your Internet connection is restored, you will be able to access your voicemail.

What should I do if the display on my Aastra/Mitel phone says 'No Service'?

A 'No Service' error message on your Aastra phone may be a 'true' message or a 'false' message. It was 'true' at the time the phone created the error message but the phone may have reestablished service prior to the error message being replaced with the normal phone display (your name and ext number).

The 'No Service' error message is usually the result of a temporary loss of Internet connectivity. It could only be for several milliseconds (ms) or 1/2 second. This will not be obvious to you on your computer even if you are surfing or sending and/or receiving email. The processes on your computer will just be a bit slower but it would be unusual for you to even notice the change in speed.

Your phones is configured to call and register with our PBX server every 120 seconds. It should re-register on its own. When it does, the 'No Service' error message will be replaced by the normal phone display.

Sometimes the phone will take 2 cycles - or 240 seconds to re-register.

To test to see if your phone has service:

  • Dial *43. If you hear the Echo Test voice prompts, your phone has service.
  • If you do NOT hear the Echo Test voice prompts, wait 60 seconds and Dial *43 again. If you hear the Echo Test voice prompts, your phone has service.
  • If all else fails, press the Wrench Symbol (Options) and scroll to 'Restart Phone', Select 'Restart Phone' and confirm "Restart Phone'
  • Wait for your phone to restart and if the normal phone display reappears, you have service.

How do I perform an Echo Test (*43)?

  • Dial *43. You will hear the Echo Test voice prompt.
  • Wait for the voice prompt to finish and then say Hello or your name several times.
  • If the word Hello or your name are repeated back to you almost instantly you have excellent Internet connectivity with low latency.
  • If the word Hello or your name are repeated back to you and there is a delay, your Internet connectivity may be less than optimal.
  • We suggest you contact your IT department / IT service provider. The usual fix is a WAN/LAN power recycle.

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