TechFriend™

• Friendly technical advice available via a freephone number 24 hours a day, every day.
• TechGuys Remote Access technology allows us to view and share control of your PC over the Internet. We can fix complicated problems, or give you a quick tutorial on how to use your software.
• You're the member not your PC, so you can get help wherever you are.
• Available to domestic home users or a business user based as a single user at home.

• Remote software support available whenever you need it.
• Your TechFriend™ will give you plain, simple advice over the phone.
• If we need to, we can connect to and share control of your PC through our secure web site and PIN code.
• Over 80% of PC and software problems can be fixed over the phone and through Remote Fix.
• You'll need a broadband Internet connection and Microsoft^® Windows^® XP or Windows Vista^® to use the TechFriend™ service.
• We don't support Apple Mac OS^® or Linux^® at the moment.

Help is on hand no matter how big or small your question

Your TechFriend™ can help and advise you on all sorts of things – how do you attach a photo to an email? Struggling to use the Internet, or has your PC just suddenly frozen when you are trying to save that precious document you've been typing? All of these problems and hundreds more can be solved by your TechFriend™. We’re the ultimate software support service.

You're the member, not the PC

Your TechFriend™ membership is for you – it's not tied to your PC. So give us a ring whether you need help with your PC at home or when you are out and about with your laptop – no problem.

The wonders of TechGuys Remote Fix

We understand that some of the more complicated problems are not easily resolved over the phone, which is why we've created TechGuys Remote Fix. Your TechFriend™ can share control of your mouse while you are on the phone and solve your PC and software problems without you having to lift a finger! It’s part of what makes us the ultimate software and pc support helpline.

For more complicated software and hardware fixes, you may permit us to connect to your PC through a broadband connection. Once you have allowed your TechFriend™ to connect, we can share control of your mouse and keyboard. This will allow us to solve complex software and hardware problems straight away and without inconvenience.

Don’t worry, you still have full control of your PC and can disconnect from the service at any time.

When you join TechFriend™ we demonstrate remote fix when you call us the first time, and will answer any further questions you may have.

What do I need for remote fix to work?

You need a working broadband Internet connection and a computer running either Windows® XP, Windows Vista® or Windows® 7.

How do I start remote fix?

When you call us, we'll talk you through exactly what you need to do. We'll give you a web address which you type into your web browser, and a code to type in once the page has loaded. You’ll be shown simple, easy instructions on screen to connect to your TechFriend.

What happens when you've finished?

Once we've finished, or you've chosen to disconnect, no-one else can get back into your PC. There are no new programs left installed on your PC, and there should be no impact on performance.

Is it secure?

Yes. We use a solution by Citrix Online - the world leader in remote technology. All information is sent over the Internet securely using a technology called SSL encryption. This is the same technology that is used on secure shopping and online banking websites.

Can I use remote fix on more than one PC?

Yes. TechFriend is your friend, not your computers, so it's not tied down to a specific PC. You can use it for all the PCs in your home!

Can you access my PC when I am not there?

No. Once you have disconnected from the service we can no longer connect to your computer. You will need to enter a new PIN code each time you use the service. We will give you this when you call us.

Once you have signed up to TechFriend™, you can contact us on the dedictated 0800 number that you will be sent in your welcome pack. All calls are free of charge from a BT landline regardless of the length of the call.

Please note that most mobile phone operators charge for 0800 calls and exclude these calls from call allowances. We recommend using your landline to call us. If you wish to use a mobile, contact your mobile operator for details about call charges.

Our TechGuys know all the popular software inside and out. That's why TechFriend can provide you with the best software help and support available.

We can support loads of software over the phone and with our remote fix technology. Some of the popular software our customers ask for help with includes:

Microsoft^® Windows^®

Microsoft^® Word

Microsoft^® Excel^®

Microsoft^® PowerPoint^®

Microsoft^® Outlook^®

Microsoft^® Works

Nero^®

Microsoft^® Internet Explorer^®

Apple Safari^®

Mozilla^® Firefox^®

Google Chrome

Windows Live™ Messenger

Apple iTunes

Windows Media Player

...and many more!

• TechFriend includes phone and remote fix access. It does not include home visits or the cost or repairing hardware or software failures. Remote fix can only be accessed via broadband.
• TechFriend is only available to domestic home users, or a business user based as a single user at home.

The service will comprise of:

• Access to a freephone number for help and advice with hardware, software and operating system enquiries.
• Trying to resolve the problem over the phone first, we will either fix it or provide advice on what options are available to fix the issue.
• Where the problem cannot be resolved initially, an agent will advise you of a secure website, and then offer to remotely access your PC to determine the problem.

Due to this service being only available to home users, the following cannot be supported:

• File servers, file server operating systems, domain and active directory based networks, file private network (VPN) and wide area networks, multisubnet networks, complex firewall configurations.
• Apple Mac, Sage^® and Linux are not supported.
• The technical service has no usage limit but we do operate a fair usage policy. We may raise additional charges if we believe that services are being used for multi-user business purposes or because we believe that you are failing to take appropriate steps to maintain and safeguard your system.