Remote Support

A great many IT problems don't need anyone in the room. With your permission we can connect to your computer over the internet, see what you see, and put things right while you watch — often the same day, and usually quicker than waiting for a visit.

What we can sort remotely

• Slow computers cleaned up and speeded back up
• Windows and software updates, errors and crashes
• Email problems — settings, passwords, mail not sending or arriving
• Viruses, pop-ups and suspicious warnings
• Printers, scanners and devices that have stopped talking to your computer
• Setting up backups, accounts and new software
• One-to-one training and walking you through something step by step
• AI tools set up and explained

What still needs a visit

We will always tell you honestly which it is. Anything physical needs us there in person: a machine that won't switch on, a broken screen, failing hardware, cabling, Wi-Fi that needs moving or testing around the house, or a computer that can't get online at all.

How a remote session works

• It starts with you. Nothing happens until you have contacted us and we have agreed a time together.
• You download a small program from our own website while we are on the phone or a video call with you. We will tell you the address; it is short enough to say out loud.
• You ask for help, and you give permission. You click a button to request the session, then a message appears on your screen asking whether to allow it. Nothing happens until you say yes.
• You watch the whole thing. Your screen stays in front of you and you see every click we make.
• You can stop instantly. Closing the window ends the connection there and then.
• The connection is encrypted from your computer to ours.
• Nothing stays behind. The program does not install itself. Close it when we are finished and it is gone — we cannot reconnect later unless you download it again and approve it again.
• We never need your banking details. If anyone ever asks you for those during a support session, it is a scam — end it and ring us.

Joining a session

There are two parts, and neither needs an account or a subscription. First we talk: sessions you have booked run over Cal Video, which opens in your web browser from a link — there is nothing to install for that. Then, once we are talking, you download the small helper program from our website so we can see your screen.

If you would like a record of the work, ask and we will agree how before we start. We never record anything without asking you first. See our privacy policy for how we handle your information.

What it costs

Remote work is charged at the same rates as everything else — £36 an hour inc. VAT for home users and £60 an hour + VAT for business — but there is no travel and no waiting for an appointment slot, so smaller jobs are often quicker and cheaper. See full pricing or our support plans.

Where we can help, and on what

Our on-site visits cover Penarth, Barry, Cardiff and the surrounding Vale of Glamorgan. Remote support has no such limit — if you have a working internet connection, we can help you anywhere in the UK.

Remote support is for Windows computers. If you use a Mac or Linux we can still help — it is a visit, or something we arrange with you directly — so do ask rather than assuming we cannot. We would rather say this plainly than have you download something that was never going to work.