FREQUENTLY ASKED QUESTIONS

WE HAVE COMPILED A HANDY LIST OF QUESTIONS YOU MAY HAVE.

What are the different types of 365 Day Subscription Support Packages on offer?

The Packages range in price from $99 through to $149 for our 365 Day Subscription Support Packages.

$99 ( Seniors and Concession Package ) includes a review, audit and recommendation report on your current Home Tech environment plus  Support Hours to be used anytime after signing on to our package. We believe and respect that our seniors and Concession customers deserve some extra support time and hence why they are given those two free extra support hours

 

$149 ( Non Concession ) includes a review, audit and recommendation report on your current Home Tech environment plus Support Hours to be used anytime after signing on to our package. Suits singles, couples and small families who have more challenging Tech needs

 

What is included in the remote support hours within each

Remote support hours allow you to call and outline your issue and where possible, Connect My Tech will try and resolve these for you over the phone or on line. If a site visit is required, then a service fee will apply

If my issue cannot be resolved remotely and I need an on site visit, how will this be charged?

The support costs under subscription outside of the remote support hours are as follows

For the $99 Package

  • If you would like Connect My Tech to implement the recommendations from the report
  • $49 per hour
  • On-Site Support for Wi-Fi and Network checks, Faults and Product Installations including travel time
  • $49 per hour
  • Unlimited Remote support via phone and email. (Fair and Reasonable Use Policy applies)

For the $149 Package 

  • if you would like Connect My Tech to implement the recommendations from the report
  • $79 per hour
  • On-Site Support for Wi-Fi and Network checks, Faults and Product Installations including travel time
  • $79 per hour
  • Unlimited Remote support via phone and email. (Fair and Reasonable Use Policy applies)

Can I request one off support without a Subscription Package?

Most certainly. We offer the same quality of products and services as our Subscribers at affordable rates.

  • Need one off Support and don’t need or have a Connect My Tech Subscription? Not to worry!
  • We can assist you with your needs either remotely or via an on-site visit to your home
  • Remote support for all your tech requirements via phone and email.
  • This can include any queries you may have with your ISP or Service Provider
  • $49 per hour. 
  • On-Site Support for Wi-Fi and Network checks, Faults and Product Installations including travel time
  • $99 per hour

Will I lose my Mobile Phone Number and all of my Apps, Contacts and Photos if I change over to a new Provider?

Simple answer is no. Everything that you have on your phone remains as is with no change. The only “change” you will notice is that the name of the Provider at the top of your Home Screen will be new. Apart from that, there is nothing to fear when changing your SIM card over to a new Provider

Why is the type of NBN and Wi-Fi so important to your Home Tech user experience?

Most people think of NBN as a “one size fits all” solution but there are many different ways that NBN can be delivered to your Home and depending on which one you have, it can make or break your ability to enjoy your Home Tech. In addition, if the Wi-Fi coverage in your Home is also poor, then this will also cause significant issues such as slow speeds, buffering video and drop outs. Our review and audit of your network and environment will provide you with a comprehensive report on your Home and recommend solutions that will enhance your user experience if and where required