A Simple Guide to Technical Support

The tech support department here at ZiaNet will do our best to help you with any questions or issues you have with our service. Our techs have years of experience in guiding our users to a satisfactory resolution of issues related to internet and email. You usually don’t have to wait on hold for a tech support representative either. If you do have to leave a message, we will call you back if you wish. We are proud of the support team here but even with the best tech support, a helpful guide on what to expect can be useful.

Here are some generally useful tricks and tips to follow when considering a call to tech Support.

Reboot your computer before calling.

You might be surprised how often this simple technique solves customers’ problems — especially when the problem just started, for no reason. If you haven’t rebooted, we may ask you to do so and call back if the problem persists.

Be in front of your computer, ready to perform tasks as needed.

Most of the time, we will need you to be in front of your computer, with it turned on, to troubleshoot a problem. There are many things that can be corrected without you being connected to the internet. We will typically ask questions about the problem, walk you through checking some settings on your computer, and then ask you to try things out. Even if you only have one phone line, we can guide you through these system checks over the phone. If we aren’t sure we’ve fixed something, we’ll ask you to try it and then call us back if the problem continues.

Write down errors (or leave them on the screen).

It is extremely helpful if you write down any error messages you are getting before calling us. Please make sure you have the entire error message. What might be unclear to you, could be helpful to us.

You do not need to be tech smart or "computer literate" to talk to tech support. We help people with different levels of computer skills every day. We ask lots of questions in an effort to identify and resolve the problem. Some of our questions might seem simple and obvious on the surface. Technical support is the art of knowing how to solve the hard problems, but never missing the obvious. For example, you don’t want us uninstalling and reinstalling software on your computer when the only problem is that your Caps-Lock key is on! On a regular basis we ask, “When did the problem start happening?” or "When was it last working correctly?" or "What happens when you... ?" These questions are meant to help us discover what is happening.

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