Our telephone, remote support and remote testing is very extensive and free. If you have followed our troubleshooting guide and followed any additional advice from our technician (including trying upgraded routers etc) then as a valued customer we are happy to come to your home/premises to (hopefully) resolve your issues.
However, if our equipment or install is not faulty then sometimes we charge an additional fee for this.
Some examples of situations we may charge include:-
a) Relocating routers where they have been moved post install or attenuating objects (walls, TVs, fish bowls, fridges!) have been placed in front of them
b) Mitigating WiFi interference from 3rd party devices such as baby monitors, faulty Microwave ovens or other WiFi routers.
c) Diagnosing/resolving issues with computer hardware, misconfigured software or 3rd party networking equipment.
d) Diagnosing/resolving issues where a customer has refused or made no attempt to follow our basic troubleshooting guide or advice. e.g. Unplugged router. Wrong cables plugged into router. Customer reset router.
Where our equipment isn't faulty and a customer is behaving in a "Ken" or a "Karen" like fashion, we will often charge the additional fee . - we apologise in advance to any of our customers named Ken or Karen.