KB 49

How do I contact SWCP technical support and what should I say?

Article:49
Created:1999-09-01 16:39:54
Categories:
  General Concepts
  SWCP Accounts and Policies

Question or Symptom

How will I get the most out of a call to SWCP tech support department?

Resolution

SWCP's friendly technical support staff is there to assist you with a wide range of Internet related issues.

Please have the following information handy to help your technician solve your problem quickly:

   o Your trouble ticket number (if any -- for preexisting problems)
   o Your login name or customer number
   o Your operating system (e.g. Windows XP, MacOS X, etc.)
   o Description of problem including duration and frequency it occurs and
     the exact error messages you received
 
   If it's a software or usage problem:
 
   o Software and version which you are using (e.g. Netscape 7, Mozilla 1.0)
 
   If it's a modem or dialup related question:
 
   o Modem brand and model
   o Phone number your dialer is configured to call
   o Initialization string or "modem type" that your dialer shows
 

Types of calls that SWCP tech support can help you with:

   o DSL circuit problems
   o Modem disconnects
   o Cannot reach some Internet site
   o Email getting bounced
   o Below normal download speeds
   o Anything Internet or networking related
 

Types of calls that would be best handled by the software or hardware manufacturer's tech support: *

   Printer stopped working
   Need help to install latest MS Windows version
   MS Word is displaying all docs in green hue
 

(*) SWCP would be glad to recommend 3rd party Mac and PC consultants who can make a site visit to help troubleshoot these non-Internet related problems.