NEWT Support Desk
Our support desk is located in Cambridge, Ontario and can assist customers with both critical (i.e., Internet hard down, phone system offline) and non-critical items alike.
The NEWT Support phone lines can be reached by calling 611 from any NEWT phone or by calling us toll free at 1-877-777-7118 or by email at newtsupport@fibernetics.ca.
Our Technical Support Specialists can diagnose, and remedy concerns related to services provided by NEWT relating to your NEWT Business Phone solution and/or Internet connectivity services. We do not support your internal network or other network hardware not supplied by us (routers, switches, printers, cabling, etc.). If the problem is determined to be an issue not related to NEWT provided equipment or services, then we will liaise with your IT support group, or recommend an approved network support organization in your area. If you do not have an existing maintenance contract for network support, these services are typically delivered on a time and materials basis and billed at time of support.
Hours of Operation
The support desk is manned during standard business support hours:
Monday to Friday 9:00 a.m. to 5:00 p.m. EST, excluding holidays
Please follow the automated attendant prompts to be directed to the appropriate team for your inquiry. When calling, please be prepared to provide your business phone number, email, contact information as well as associated account name or number.
Only those persons with pre-authorization are permitted to request information about or make changes to any account or its associated services.
During periods of high call volumes, your call may be redirected to an overflow message center. In such a case, you will be provided with an option to leave a voicemail message for call back.
24/7 Critical Issues Support
Critical Issues are defined as a complete inability to place/receive calls or an Internet connection failure or severe service-impacting issues.
Our 611/1-877-777-7118 numbers are re-routed to our after-hours message center for emergency outage situations only. When you reach our operator, please request a call back from an on-call Technical Support Specialist.
Our on-call Technical Support Specialist is targeted to return your call within 30 minutes unless otherwise communicated. If there is a service-impacting issue for multiple customers, call-back timelines may be extended.
After-hours non-emergency calls will be scheduled for customer call-back the next business day.
The following information will need to be included in your voice message: Company name, business telephone number, your name, title, call back number, extension, the time and nature of the issue.