General Questions

How do I contact the help desk?

You can find our phone numbers and email address here.

What issues does the help desk support?

The help desk provides tier 1 support for connection and email issues. Problems such as no cable TV signal, phone problems, and line damage should be sent straight to your service provider. The help desk does not support router and home network set up, nor does do we support hardware or software issues.

What operating systems does the help desk support?

Currently the help desk supports Windows XP/Vista/7 and Mac OS 10.1.X and higher.

What information will I need when I call the help desk?

You will need your user name or your telephone company email address and the operating system (Windows or Mac) and version (XP, Vista or Mac 10.1.X), also the computer's manufacturer. It would be helpful if you could provide any error messages or codes that you are receiving and a description of the problem.

I am trying to set up a router, can you help me?

The help desk does not support router, wireless, or home network setups. We only support the hardware the our partner provided to you as a part of your service, such as the modem or cable box. We can give you the information that you will need to enter in the router, but you will have to call the router manufacturer for how to change these settings.

I need to change the password on my account, can the help desk do this for me?

We do not have direct access to you provider's network in order to make those changes, so we can not change your password. You will need to contact your service provider directly to do this.

I want to setup on additional email address, can I call the help desk?

Since we do not have direct access to your provider's network we can not add an additional email account for you, you will need to contact your service provider for this. We can help you set up the new account in your email client if you need assistance doing this.

My printer/monitor/other harware is not working properly, do I call you?

The help desk does not support hardware issues, you will need to contact the maufacturer for assistance.

What should I know about my own computer?

You should know what operating system and version you are using, the manufacturer and what hardware is currently installed. This information can not only assist us in troubleshooting your problems, but will also assist you in software and hardware purchases.