Remote support

What happens when you press the button

1. A small file downloads. Look in your Downloads folder, or at the top corner of your browser where downloads appear.
2. Open it. Your computer may ask whether you’re sure — say yes.
3. We see your screen and can work on it while you watch.
4. When we’re finished the connection closes. We can’t get back in afterwards unless you start it again.

If you get stuck at any point, ring 0330 111 0114 and we’ll talk you through it.

How to be sure it’s really us

We will never ring you out of the blue asking to connect to your computer. Not ever. A remote session only ever starts because you rang us first, or we’d already arranged it.

If someone phones claiming to be from Microsoft, BT, your bank, or even from us, and asks you to install something or read out a code — hang up. Then ring us on the number above and we’ll check it over with you. That call is free.

When remote won’t do it

Anything physical — a dead hard drive, a broken screen, a router that needs replacing — needs hands on it. We’ll tell you that at the start rather than burning half an hour of your money finding out.

If this happens often

An IT Support Care Package includes unlimited remote support and monthly checks, from £41.58 a month. If you’re paying for remote sessions more than a few times a year, it works out cheaper.