Easynet's Technical Support Department

Easynet's technical support staff is dedicated to providing you, our valued Internet customer, with timely and accurate technical support. Our support staff, in conjunction with our engineering department, can address almost any Internet connectivity issues that arise for our customers. In order to make your Internet experience as seamless as possible, our technical support group is designed to:

• Provide fast and reliable technical support to get you back online in the case of any problems.
• Provide basic Internet support from Monday to Friday, between the hours of 8.30 am and 4.30 pm.
• Provide emergency pager support for those difficulties that occur outside of standard support hours.
• Provide 24 hour a day, 365 day a year network monitoring, insuring uninterrupted connectivity and availability.
• Provide a redundant and scalable network so as to insure future growth or outages do not interrupt connectivity.

Contacting Easynet Technical Support

Call our general number.

In order to streamline the support process, and to provide our valued customers with fast and precise support, please familiarize yourself with the following guidelines before contacting Easynet's technical support department:

Keep notes

Keep detailed notes of what went wrong, what software you were running and what you were doing immediately before your connection dropped, or your machine unceremoniously crashed. In particular, take note of any error message that may have arisen.

Be specific

When calling Easynet for help, it is in your interest to be as specific as you can when describing the nature of your problem. A statement like "It just doesn't work" isn't quite enough information for our support staff to recommend a solution. As such, please be as detailed as you can about what you were doing, and what you saw on the screen, but for now, try to avoid speculating about what went wrong. The first step is to gather as much information as possible, with the second step being to narrow down the possible avenues to where the problem is.

Call the right people

Try to make your support call to the company who is responsible for the product that is giving you trouble. It is not always the program that is generating errors! For example, if you have trouble spell checking with a word processing program, Apple is not going to be able to help you, because they didn't write the word processing program. Making this kind of decision can be tough, because it involves making an educated guess as to where the problem originated. Helpful here is deciding whether it is a hardware or a software based problem that you are faced with. As such, Easynet may, or may not be (depending upon the individual situation), the most appropriate starting point.

An alternative is to call a consulting company who have a wide knowledge of many software and hardware products. This will involve a cost for the consulting, but may save you a great deal of wasted time.

Keep a log

Maintain a logbook or diary of the information above -- the software that you have installed, and any crashes or freezes that you suffer, etc. Tracking down the root cause of problems often requires spotting a trend or a pattern over time. Having a log will speed this diagnosis up. Good documentation of problems could also be the deciding factor in pursuing a warranty claim against a manufacturer.

Keep track of your software

Make a list of all the software that you have installed on your machine, including version numbers and serial or registration numbers if applicable. Keep this logbook up to date as you add new software and update older software. This will come in very handy when calling someone for technical support, because they're guaranteed to ask you. Having the serial/registration numbers written down in a central place is a good idea in case the original disks or manuals are lost or destroyed; you'll likely need these numbers to order replacement disks or to install upgraded versions.