Frequently asked questions
Answers reflect our current configured policies. If something is unclear, contact us and we will explain.
General questions
How to request IT support
Use the Request IT Support button on any page. Choose a service, describe the problem, pick a delivery method and submit. You will get a reference number such as SUP-2026-00001.
Whether technicians visit homes
Yes. On-site home visits are available subject to coverage confirmation. You will be told before a visit is promised.
Whether remote support is available
Yes, for issues that can genuinely be handled online. We will tell you if your problem needs a physical visit instead.
How quotations work
After reviewing your request we prepare a quotation showing labour, any diagnostic or transport fee, parts, taxes and the total. You approve or reject it in your account.
Whether customers must pay before work starts
New chargeable work always has an approved quotation first. The timing of payment (before diagnosis, after approval, or after completion) is shown on your quotation.
How appointment confirmation works
Once a quotation is approved and coverage and availability are confirmed, we agree a time and assign a technician, then send you the confirmed details.
What happens if replacement parts are needed
We quote parts for your approval before ordering or fitting them, and keep you updated on availability and any delay.
Whether the company supports schools and offices
Yes. We support schools, colleges, offices, shops, professional firms and other organisations.
How service completion is confirmed
The technician records the work, parts used and result, creates a service report and asks for your confirmation.
What happens when a repair cannot be completed
We explain why, record the outcome honestly, and discuss options such as a return visit, an alternative approach, or that the repair is not economical.
How cancellation and refunds are handled
See our cancellation and refund policy. Appointments can usually be moved free of charge with sufficient notice; refunds apply to work not performed or parts not supplied.
How customers can protect their information during repairs
Never share passwords through public forms or ordinary chat. For sensitive data we agree the scope of access first and minimise copying of your files.
Service-specific questions
Do you charge for diagnosis? (Laptop Repair)
Diagnostic work is quoted based on the fault. Any charge is confirmed with you before work begins.
Will you take the computer away? (Desktop Computer Repair)
Most desktop repairs are completed on-site. Where a workshop repair is needed we will explain why and request your approval.
How do I know which upgrade helps most? (Computer Upgrades)
We assess your device and explain the options and expected improvement before any work.
How often should computers be serviced? (Preventive Maintenance)
For offices and schools we usually recommend a schedule based on usage. We will advise after assessing the environment.
Will I lose my files? (Windows Installation)
Files can usually be preserved where the drive is healthy. We discuss the approach with you before proceeding.
Can you help with licensed software? (Software Installation)
Yes, where you hold a valid licence. We do not install or supply unlicensed software.
Can a network printer be shared by several computers? (Printer Installation)
Yes, where the printer and network support it. We will configure sharing and test from each computer.
Can you set up several workstations at once? (Workstation Setup)
Yes. Tell us the number of workstations and we will plan the visit and quote accordingly.
Do you visit homes? (Home IT Support)
Yes, on-site home visits are available subject to coverage confirmation. Remote help is also available for suitable issues.
Do you offer ongoing support? (Office IT Support)
Yes. Where an ongoing arrangement suits your organisation we will propose a maintenance plan. Recurring arrangements are set up only after you agree.
Is a contract required? (IT Maintenance Contracts)
No. Maintenance plans are optional. You can also request one-time maintenance visits.
Do you support ongoing school maintenance? (School Computer Laboratory Support)
Yes. We can arrange scheduled maintenance visits for computer laboratories.
What cannot be fixed remotely? (Remote IT Support)
Hardware faults, physical damage and some boot problems require an on-site visit. We will tell you honestly which applies.
Can Wi-Fi coverage be improved without new equipment? (Wi-Fi & Networking)
Often yes, by repositioning or reconfiguring. Where new equipment helps we will recommend it and quote before purchase.
Do you provide the networking equipment? (Network Installation)
We can advise on suitable equipment and supply it as part of a quotation, or work with equipment you already have.
Can you recover my Microsoft or Google account? (Password & Account Recovery)
We guide you through the provider's official recovery process. We cannot bypass provider security.
Can all lost files be recovered? (Data Backup & Recovery)
No. Some failures are unrecoverable. We assess the device first and explain the realistic outcome before you commit to any charge.