Service focused computer support throughout the UK

Enquiry Hotline 0845 2233 116

FAQs

Do You Have A Question?

Here we hope we have listed some of the main questions you may have, and of course, their answers. All the questions are listed first. To see the answer to individual questions simply click on the question.

If you don’t find an answer to your particular question here, feel free to email us at info@pcsupportgroup.com or call 0845 2233116.

1. What exactly are The PC Support Group offering?

The PC Support Group specializes in providing computer services and products to small businesses and home users. We have a unique company structure aimed at giving our customers the best and most flexible service offering available in the industry. Not only will we visit you at your home or business premises but we can also provide instant support using our remote technology.

Our services range from one-off support and repairs, to specialist IT solutions and on-going service contracts. Our products range from entire office systems with networked servers to small items such as memory and cables.

For more information about The PC Support Group see about us and to find out more about our products and services click here.

2. Why should I choose The PC Support Group?

We recognise that you want your technology to “just work”, enabling you or your business to benefit from its use rather than worrying about the technical detail. Our entire service is based on this premise. We will take total responsibility for the smooth running of your computer(s), so you don’t have to.

The more specific reasons why you should choose us are too numerous to list here but to find out more click here if you are a business user or if you are a home user click here.

3. What services do you offer?

The PC Support Group offers a comprehensive range of services for small businesses and home users. In brief these services include:

  • Troubleshooting & Repairs
  • Upgrades
  • Software Installation & Set-up
  • Service Contracts o New PC Set-up
  • Preventative Maintenance
  • Broadband Installation
  • Networking o Internet & Virus protection
  • Data Backup & Recovery
  • Independent Consultancy and Advice
  • Hardware Recommendation & Supply
  • VoIP (Free Internet Phone Calls)

For more information see our Products and Services section.

4. I only use my computer for pleasure at home. Can you still help me?

Yes. We pride ourselves in offering the best computer products and services to ALL home computer users. Whether you’re a home working professional or you use your PC for pleasure and internet banking/shopping, we will be happy to assist you.

5. I’m an independent professional working from home and rely heavily on my PC. How can you help me?

The PC Support Group specializes in providing computer services to small businesses and home users. As such we have the perfect offering for the professional home worker.

We provide corporate service levels not normally associated with home users and we offer a range of service contracts specifically created for the home worker that start at under £10 per month. These contracts provide peace of mind and exceptional value for money. See Home Service Agreements for more details.

6. I run a small business – can you help with my IT solutions?

Yes. We provide a range of products and services specifically for small businesses. These include one-off emergency support, on-going service contracts, computer system checks, in addition to design, installation and configuration of complete office systems.

Also, unlike most computer service companies, The PC Support Group does not service the whole business market; we only work with small companies (typically less than 100 users), which means that you will never get that feeling that you are getting second class treatment while bigger customers are serviced. You will always get the personal and flexible service you need and desire.

We know how small businesses work and we know what matters to them… fast efficient service and value for money. Consequently our entire offering is built around these requirements. Just take a look at our Testimonials to see what some of our existing client’s think of us.

You’ve got nothing to lose by giving us a call on 0845 2233116 to see how we can help you get the most from your computer systems. For more information on how we can help and support small businesses, see our business services section.

7. Do you offer service contracts for home users as well as businesses?

Yes. We offer a range of service agreements designed to accommodate the needs of everyone from the single PC casual home user to the small business running a server and number of networked PC’s. They all provide access to a phone help line, instant remote response, a number of inclusive on-site visits (depending on the level you choose) and none of them tie you in for a set period. Starting at under £10 per month they offer exceptional value for money and give you total peace of mind.

For more information see our Home Service Agreements section.

8. My PC isn’t working properly – what could be wrong?

Obviously if we could accurately tell you this here then our job would be a lot easier. Although we can’t tell you what’s wrong we can suggest a few obvious things before you contact us. However, please be warned that if you don’t know what you’re doing then some of these could cause more damage so be very careful or just call us anyway (better to be safe than sorry!):

a) The PC is entirely dead – check that there is power to it. Plug another appliance into the same power socket and see if it works. If you are running your laptop from a battery then plug it into a mains socket to see if the battery has simply “run out of juice”. Check the fuse in the plug or use another power cable to make sure it’s not that causing the problem. If you’re using an extension lead then eliminate this as the problem by using another lead or by plugging your computer directly into the mains socket. If all of this doesn’t reveal an obvious problem then you probably need our help.

b) The keyboard is dead – re-boot the PC to make sure a particular program hasn’t stopped and made the keyboard appear to be dead. Borrow another keyboard from a friend or neighbour to see if this makes a difference. If this doesn’t reveal an obvious problem then you probably need our help.

c) The screen is dead – Check the power lead and mains socket that the monitor is plugged into as in point a) above. Borrow another monitor from a friend or neighbour to see if that works. You can do this even for a laptop either as a temporary measure or to check whether it’s the screen or the hardware that the screen connects to inside the laptop. If this doesn’t help or reveal an obvious problem then you probably need our help.

d) Your internet connection keeps dropping or running slowly – this is usually either down to a modem problem or more likely, temporary problems with your Internet Service Provider. Before wasting money on getting expert support it is worth waiting a few hours (or, if you can afford to, a whole day) and trying again to see if the problem has “gone away”. If it hasn’t then contact your ISP to be sure they don’t have a problem. If all this doesn’t help then give us a call.

e) Your PC is “doing strange things” such as rebooting, running very slowly, popping up windows or programs that you have not requested – In this case your PC is probably infected by a computer virus and you probably need our help to remove it and secure your PC in the future.

If the above tips have not revealed a more obvious source for your computer problem then call us now on 0845 2233116 or request our Instant Remote Support which may enable us to fix the problem in minutes without us even visiting you.

9. What do you charge to fix problems?

This depends on a number of factors such as whether you have a service contract, whether the visit is to assess a specific requirement, or if it is for a one-off support call.

Our Instant Remote Support starts at only £22. No Fix No Fee!

Our Service Contracts start at only £10 per month per PC

Our on-site visits start at only £37 but the total cost will depend on the type of visit and time required. We will always give you an estimate before you commit. We have a No Fix No Fee policy and we have a maximum 2 hour charge for any single problem for Home Users so you’ll never have runaway costs.

10. If you come on site is there a call out fee to pay?

No. We only charge for the actual work we do.

11. Do you charge for travel time?

No. We do not charge for travelling time – only the time spent by the engineer working on your computer is chargeable. And remember, our remote management software may mean we don’t even need to travel to you! One of our engineers may be able to resolve your problem right now by logging into your PC… with your permission of course.

12. How soon can you fix my PC?

Provided your computer can still access the Internet then we could potentially resolve your problem within the next few minutes. Our technology enables us to fix over 90% of computer problems remotely. It is totally secure and means that we can fix many of your computer problems without you having to wait for a technician to visit. You just sit back and relax while our experts solve the problem right in front of your eyes.

If you are unable to access the internet or your problem is a physical hardware problem then we can arrange for one of our friendly and professional engineers to visit you at your home or business premises, often within hours.

13. Can you service and support my PC on a regular basis?

Yes. You can either call us when you need us or you can take out one of our service agreements which include an annual check as part of the service. For more information follow this link for Home User Service Agreements and this one for Business Service Agreements.

14. Can you support my current PC or do I need a new one?

Provided your PC meets a certain basic minimum standard (see our Terms & Conditions for details) then we will be happy to support it. Generally, if a computer isn’t to our minimum standard then it should be replaced as replacement parts will be hard to find and the software that runs on it will no longer be supported by the manufacturer. If this is the case then we can provide you with advice on the perfect new system to meet your requirements. We will never try to sell you something you don’t need!

15. Do you sell PCs and accessories?

Yes. All of our engineers can offer you advice on products and then deliver them to your home or business. Basically we can provide everything you could possibly need for your home or office computer set-up! And what’s even better is that we can provide you with a complete “no hassle” package including installation, set-up and on-going support.

16. Do you sell refurbished PCs?

No. We only sell new computers and peripherals.

17. Do you do upgrades?

Yes. Not only will we upgrade your computer but, if you like, we will assess your current computer’s specification against your needs, recommend the perfect upgrade, provide all the necessary parts and perform the entire installation and set-up. What more could you want?

18. What payment methods do you accept?

We accept cash, cheques (with a bank card) plus credit and debit card payments.

19. Do you operate in my area?

We can provide our Instant Remote Support service wherever you are in the world so your location isn’t important. For on-site support we operate at various locations throughout the UK and we are adding new engineers in new locations every month. To find out if we operate in your local area just give us a call on 0845 2233116 or complete the Contact Us form or simply send us an e-mail to info@pcsupportgroup.com.

20. I have a more technical question. Where can I get the answer?

Although we can’t provide answers on-line to any technical question, if you go to our Technical Info. Zone section we have a selection of common questions and their answers. If this doesn’t help then our engineers will be happy to provide you with information during a support call or if they visit you.

21. What are your hours of operation?

Our official hours are 8:30AM to 6:00PM Monday to Friday and 10:00AM to 5:00PM Saturdays although if you send an e-mail or leave a message for an urgent issue then we will endeavour to respond even outside of these hours.

Contact Us Now

If you like what you’ve read and you wish to contact us to book a service call or to discuss your requirements in more detail then you can:

How can we help?

Ask us a question and our team will respond within the hour.

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What our customers say…

Sincere thanks to you and your team for the fantastic service you have provided to ...

Barry Cutler, Auditel

I’m writing to say thank you to The PC Support Group.  From our first meetings ...

Paul Corcoran, Agent Marketing

Working with The PC Support Group has marked a significant turning point in my business. ...

Susanna Kelly, Code Image Consultants

See more testimonials »

Enterprise
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Fully outsourced IT for 20 to 200 PCs

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For 1 to 20 PCs & home businesses

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Award Winning IT Support

  

The PC Support Group has been voted the Most Loved IT Support Service in the UK, named in the Top 50 IT Service Providers in Europe, Highly Commended in the National Customer Service Awards and shortlisted for best SME IT Solution category in the Channel Network Awards’

See all our awards here