Support
Questions people ask
Paying us, moving home, backup, getting started and getting help. Tap a question to see the answer.
Paying us
How do I pay for monthly services?
For homes, monthly services are paid by Direct Debit only.
For businesses, we recommend Direct Debit. We also offer 30-day accounts, which you can settle by bank transfer, card, PayPal or cash.
Do you take cheques?
We don’t normally accept cheques for monthly services. Where we do, a handling fee applies. We don’t accept cheques from customers who don’t have an account with us.
How do I pay for repairs and things from the shop?
You pay when you collect, or at the counter: debit and credit cards, contactless and phone payments, PayPal through your emailed invoice, or cash.
Where can I see my invoices?
In your client portal, alongside your support tickets. Or just ask us for a copy.
Moving home or office
I’m moving. What happens to my broadband and phone?
Get in touch as early as you can and we’ll make the move as smooth and painless as possible. We’ll confirm what you can have at your new property, arrange the move for you, and tell you if anything changes.
Can I keep my phone number?
With our hosted phone service you can usually keep your number when you move. Tell us where you’re going and we’ll confirm.
Backup
How should I back up my computer and phone?
There are several good ways, and the right one depends on what you have, so it’s best talked through. Options start from £4.95 a month.
For many homes we suggest a Microsoft 365 Business Basic licence (£8.70 a month including VAT). One licence covers a couple of computers and phones, gives you 1TB of Microsoft’s personal cloud storage for your files. More terms storage, and copies your phone photos to your computer, so you can free up space on both. For simpler needs, Livedrive backup is an option.
Backup isn’t included in our Care & Support packages, but we can set it up alongside.
Getting started (business)
What happens when a business first talks to you?
Every business starts with a free consultation with Joe Lowe, our Managing Director, who has over 30 years’ experience of IT across most sectors. We’ll recommend solutions and set out the options, and you decide what’s right for you.
We never push and we never chase. That’s a promise.
Getting help
How quickly will you respond?
We respond to support requests within 8 business hours, or 4 on Business Premium, and usually within the hour. Our business hours are 9:30am to 5:30pm, Monday to Friday.
What’s the best way to reach you?
Raise a ticket or email [email protected], so the whole team can see it. You’re welcome to call in to our Llanidloes shop, or ring 01686 411000.
I think I’ve been scammed. What should I do?
See what to do first. If money is involved, call your bank on 159 straight away.
There’s a word on your website I don’t understand.
Tap any word with a dotted underline for a quick explanation, or see our jargon buster.