Home computing guide
A few details can help us understand a computer problem before a visit or remote support session. You do not need technical knowledge; a clear description of what you see is useful.
Make a short note of the symptoms
Record what you were trying to do, what happened instead and when it started. Note the make and model if you can find them easily. An error message or photograph can help, but check it does not contain private information.
Tell us about important files
Explain which files matter and whether you have a recent backup. Do not reset, erase or reinstall the computer just to see if it helps when those files are not safely copied elsewhere. Read our guide to backing up photos and documents.
Keep passwords and account access private
Do not put passwords, recovery codes or banking details in the contact form or send them by email. Where an account sign-in is needed, enter the details yourself. Close unrelated documents and private applications before a remote session.
Have relevant equipment available
Keep the charger and any affected accessories nearby. For printer or Wi-Fi problems, note the device and router models and which other devices work. We will discuss whether an on-site visit or remote session suits the problem.
Agree the work before it starts
Tell us what outcome you need. We discuss the proposed work and costs, including any parts or travel where applicable. Start with PC and laptop repair support or request a callback.