Customer Care Center

Our Customers are Number One

Every Comtel team member, from our receptionist to our president, understands that critical customer support issues require immediate attention.

Emergency Requests During Non-Business Hours

If there is an emergency situation with the phone system or voicemail during non-business hours, please contact Comtel at 716-874-5500. Dial 5 from the voicemail prompt to leave a message for our On-Call Technician. Please leave a contact name, company name, callback number, and the nature of the emergency. A technician will call back within 30 minutes to discuss the emergency situation and will attempt to resolve the problem over the phone, via remote access, or will dispatch to the site if necessary. Service, adds, moves or changes can be requested online . To request changes or report service problems, click here. In emergency situations, please contact Comtel by phone.
Individual Phone Problems For service issue that can be addressed on the following business day, please call Comtel Customer Service at 716-874-5500 and choose option 1. A CSR will generate a work order to document the trouble. The work order will be assigned to a technician the following business day. The assigned technician will contact the person requesting service to discuss the problem in more detail and to correct the problem remotely or dispatch if necessary. For remote fixes the technician will call back to confirm once the problem has been resolved. For dispatched service, the technician will notify the contact once onsite and will confirm once the problem has been resolved.
Call Difficulties For system wide service issues, please call Comtel Customer Service immediately at 716-874-5500 and choose option 1. Comtel’s response time for emergency dispatch service is 4 hours or less. For emergency remote service Comtel’s response time is 30 minutes or less. Comtel Customer Service will ensure emergency calls are handled in a timely manner.
Voicemail Difficulty For system wide service issues, please call Comtel Customer Service immediately at 716-874-5500 and choose option 1. Comtel’s response time for emergency dispatch service is 4 hours or less. For emergency remote service Comtel’s response time is 30 minutes or less. Comtel Customer Service will ensure emergency calls are handled in a timely manner.
System ChangesFor any programming changes to the phone system or voicemail as well as for any requests to move equipment from one location to another, please call Comtel Customer Service at 716-874-5500 and choose option 1. A CSR will generate a work order and programming changes or equipment moves will be scheduled within 3-5 business days.
Equipment OrdersTo order additional equipment for your phone system or voicemail, please call Comtel Customer Service at 716-874-5500 and choose option 1. For equipment orders or additional cabling Comtel will send a sales order via fax or email to be signed and returned before additional equipment is ordered and before scheduling the work. After receiving the signed order, the request will be scheduled within 3-5 business days unless there are unforeseen delays with the manufacturer when equipment is on order. Signed sales orders should be returned via fax to 716-874-9260 or via email to customerservice@Comtel.us