1. What can and can’t you help with?

    

   We can help with any make or model of Windows or Apple computer, smartphone (Windows Mobile, Android and iPhones), iPod, iPad and anything else that you connect to your computer or home network such as digital cameras, scanners and printers. There’s no limit to the number of computer devices that we can help you with, but unfortunately we can’t help with standalone items that don’t connect to your computer or home network.

   We can also help you set-up and troubleshoot your home wireless network and broadband connection, and get your games console and other wireless enabled devices connected to the Internet.

   Please note that our home support plan does not include support for business users or for:

   • File servers and file server operating systems (such as Windows Small Business Server)

   • Domain and active directory based networks 

   • VPN and Wide Area Network connections 

   • Multi Subnet Networks 

   • Complex firewall configurations

   If you need help with any of the above, then our business IT support service may be appropriate for you. Inbay has been providing IT support for businesses for over ten years and we offer expert IT services to clients in many different industry sectors.

   Just get in touch today and we'll be happy to discuss your specific business requirements.

    

2. Who are Inbay?

   Inbay is a new kind of expert technology support service designed to help you solve your computer and personal IT problems quickly and easily without breaking the bank or descending into geek speak. 

   We offer 24/7 support 365 days a year, online and over the phone as well as delivering exceptional face-to-face support in our London store. Find out more about Who we Are.

3. Are my personal details safe?

   Your personal details are always safe with us. We do not sell or give any hold are used solely by us to enable us to provide our support services to you. Inbay is a licensee of the TRUSTe® Privacy Seal Program. The privacy statement and practices of Inbay have been reviewed by TRUSTe for compliance with their respected program requirements.

   Please see our Privacy Policy for more details or click on the TRUSTe seal below.

   

4. How do you provide the services?

   We will work with you to provide IT support in the most convenient way for you. The majority of our services can be carried out remotely online or over the phone. We can visit you at home, (if you live in Zones 1-6 in Greater London), alternatively all of our services (except where a home visit is required) can be carried out in our London store.

5. What are the store opening times?

   You can visit us our London store from 8.00am to 6.30pm Monday to Friday, and 9.00am to 6.00pm on Saturday. The store is closed on Sunday, Christmas Day, Easter Sunday and open 10.00am to 6.00pm on Bank Holidays.

6. Where can I find your high-street store?

   Our walk-in store is located at 77 Kingsway, London WC2B 6SR in Central London. The nearest tube station is Holborn, which is an intersection between the Central and Piccadilly lines.

7. Can you help me with my business IT?

   Yes we can! We have been helping businesses to manage their IT systems for ten years providing professional IT services to clients in many different sectors. To find out more about our services for business clients and how we can help you, please see our For Your Business page.

   Please note that our home support plan does not include support for business users or for:

   • File servers and file server operating systems (such as  Windows Small Business Server)

   • Domain and active directory based networks 

   • VPN and Wide Area Network connections 

   • Multi Subnet Networks 

   • Complex firewall configurations

   If you need help with any of the above, then our business IT support service may be appropriate for you. Inbay has been providing IT support for businesses for over ten years and we offer expert IT services to clients in many different industry sectors.

   Just get in touch today and we'll be happy to discuss your specific business requirements.
8. Are you just a call centre?

   Far from it! When you contact us for support you can rest assured that you are dealing with a fully qualified and trained support technician. Our technicians are both Microsoft and Apple certified and when you contact us you will go directly through to our support team.

   You’ll be interacting with a human not an android spouting a script — we take the time to fully understand your problems and work with you to get it sorted. We want you to have a great experience whenever you get in touch. The Inbay team’s mission is to provide the highest standard of technical assistance without the jargon. We aim to provide an outstanding customer experience online, via the telephone and face to face at your home, or at our London store. Our goal is to redefine the way technical assistance is delivered, getting you up and running as quickly as possible.

9. What are your opening times for telephone and remote support?

   Our team of qualified support technicians are available 24/7 365 days a year. You can call us any time of the day and night for assistance.

10. What is your no-risk 30-day money-back guarantee?

    We offer a simple no risk 30-day money back guarantee. If, for whatever reason, you are not happy with our service within the first 30 days of either taking out a support plan or purchasing a one-off service we’ll refund your money in full. Please see our Terms and Conditions for full details.

11. Can I access support one issue at a time?

    We offer support on a case-by-case basis, but if you think you may face a number of issues over the course of a year, our annual support plan may be better value. A support plan with unlimited call resolution starts at just £79.90.

12. Do you offer home broadband connections?

    Inbay do not currently offer home broadband connections.

13. I am a total novice computer user – are you sure you can help me

    Our highly experienced technicians deal with computer users of all levels of ability. Fortunately, our remote control support service means that you need do little more than sit back and watch as we work our magic!

14. What do I need to bring with me if I am having an in-store service?

    All we need is the computer itself and any other hardware which may have been problematic. You can leave your mouse, keyboard and any power cables at home.

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1. Is there a minimum term for the support plans?

   Inbay support plans are for a minimum 12 month period. Please see our Terms and Conditions for more details.

2. Do you carry out a credit check?

   No, we do not carry out credit checks. All of our services are purchased with credit or debit cards which are subject to the normal card security checks at checkout.

3. How much does it cost?

   For a monthly subscription of just £7.99, or a one-off payment of £79.90, you’ll get access to 12 months’ unlimited technical support for two computers as standard, with the option to purchase cover for as many additional computers as you like. Our friendly Apple and Microsoft-certified technicians are available 24/7, 365 days a year, so you will never be without support when you need it. You will also qualify for a range of add-ons and extras such as unlimited online backup and security software. To put the icing on the cake, most of our in-store services are included totally FREE of charge!

4. How and when can I get in touch?

   Our team of qualified support technicians is available 24/7, 365 days a year. You can also visit us in–store from 8.00am to 6.30pm Monday-to-Friday, and 9.00am to 6.00pm on Saturdays. The store is closed on Sundays, Christmas Day, Easter Sunday and open 10.00am to 6.00pm on Bank Holidays.

5. I have a problem using Inbay Remote Back-up – who can I speak to?

   If you're having an issue with Inbay Remote Back-up please get in touch 24/7 365 days a year or login to your account and we will assist you remotely.

6. What services do you provide?

   No matter how big or small the issue, we can help. We can troubleshoot, fix, optimise, back-up and set up your computer and connected devices. We can also assist you with home networking and wireless network problems. We’re on hand to provide expert advice to our customers, helping them to get the most out of their technology. 

7. Are there any restrictions?

   There are a few rules and regulations that we ask you to adhere to when using our service:

   We will only support computers registered by you on your account and to the same household address.

   Sorry, we don’t support illegal or pirated software. You must have valid software licences for your Operating System and all applications on your computer(s). You must supply details of the relevant licence keys if we ask you for them.

   It’s your responsibility to back up your software and data before we start work. If you need help or advice about how to do this, just ask. We can help you with this if you don’t feel comfortable doing it on your own. If you are a Support Plan Member, you automatically have UNLIMITED online backup space so you can back up your data quickly and easily.

   You agree to follow our reasonable instructions, including any security instructions.

   You are responsible for running current anti–virus and anti–spyware software and adopting other appropriate security or maintenance procedures.

   We operate a fair usage policy. Please see our Terms and Conditions for details.

8. How do I sign up for a support plan?

   It’s easy to become a member. Buy Now and choose the package that best suits your needs. Or just get in touch and we'll help you through the process.

    

9. Can you help me with stuff I've bought at another store?

   Of course. It doesn’t matter where you bought your computer, connected devices or software— we’re happy to set them up, troubleshoot and fix them

10. How can I cancel my support plan membership?

    If you’re thinking of cancelling please contact us on 0800 082 0609 or get in touch at any time.

11. What happens after I sign up?

    You’ll receive email confirmation of your account details and you’ll be able to request and access support right away. You can call us 24/7, 365 days a year, get in touch or login to your account dashboard to access immediate support online: our technicians are waiting and ready to help you.

12. What is my Dashboard?

    Once your support plan is active, you have access to your own personal Dashboard. This is an area on the Inbay website that is unique to you and gives you a bird’s eye view of your account. Here you can instantly request support from our technicians; view and upgrade your subscribed services; view and change your personal details and add further computers to your support package.

13. What is an Inbay support plan and what does it include?

    An Inbay support plan gives you access to a wealth of technical services and benefits to make sure your computer systems run like clockwork. For a monthly subscription of just £7.99, or a one-off payment of £79.90, you’ll get access to 12 months’ unlimited technical support for two computers as standard, with the option to purchase cover for as many additional computers as you like. Our friendly Apple and Microsoft-certified technicians are available 24/7, 365 days a year, so you will never be without support when you need it. You will also qualify for a range of add-ons and extras such as unlimited online backup and security software. To put the icing on the cake, most of our in-store services are included totally FREE of charge!

14. Is it safe to buy online on your website?

     

    Our website is totally safe and secure as it uses SSL in all areas of the website where payment transactions take place.

    SSL stands for Secure Sockets Layer. SSL encrypts the data being transmitted so that a third party can’t “eavesdrop” on the transmission and view the data being transmitted. Only your computer and the secure server are able to recognise the data. SSL keeps your name, address, and credit card information securely encrypted between you and us at all times.

    In secure areas of the website you'll see a padlock in your browser, the address bar will be highlighted green (in supported browsers) and you'll see an 's' as in https:// rather than http:// in the web address bar.

    Inbay is also Verisign, Trustwave and McAfee Secure verified. For more information click on one of the Trust Seal logos at the foot of each page.

     

15. Do you guarantee the work you carry out?

    Yes, we guarantee all of the work we carry out, remotely, at home, over the phone or in–store.
 Work we carry out in your home and in-store is guaranteed for 30 days. Where we undertake a hardware repair for you either in-store or at home, we guarantee the repair and any refurbished or non-branded replacement parts for 90 days. Genuine replacement parts may also come with an additional manufacturer's warranty: usually 12 months.

    If there’s any problem with the service or replacement part that we have provided and you notify us within the appropriate period, we’ll work to remedy your problem as quickly as possible and at no additional cost to you. For further details, please see our Terms & Conditions.
16. Do I have to live in the UK to sign up to a support plan?

    Yes, unfortunately at the current time services available for purchase from www.inbay.co.uk are only available to UK residents.

    Services for residents of the United States of America are available from our sister website www.inbaysupport.com.

17. I'm having problems signing up online, who can I speak to?

    Just call us on 0800 082 0609 or talk to us now and we will help you right away.

18. Can you help with my home wireless network?

    Yes, we can help you to set up or troubleshoot a home wireless network and/or your broadband connection. Home wireless network set-up requires a home visit from one of our full qualified engineers. We can help you with broadband set-up or troubleshooting remotely and over the phone. Just get in touch to find out more or to arrange an appointment.

19. Are you going to bamboozle me with geek-speak?

    In a word, no! We understand that you just want your computer or device to work so you can get on with your day. Our technicians are specially trained to explain everything in plain English and in most cases we will be able to log on and fix your issue remotely without you needing to leave the comfort of your own home.

    Our patient and friendly technicians will explain everything clearly and concisely and will talk you through the process to get you back up and running again as quickly as possible.

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1. Does my computer meet the minimum requirements for remote or over the phone support?

   These are the specifications that you need for us to be able to assist you remotely or over the phone:

   A recommended browser, i.e. Windows® Internet Explorer® 6.0 or higher, Safari 4 and above or Firefox 3 and above
.

   A working broadband Internet connection. If yours isn’t working, don’t worry: we’ll do our best to talk you through getting you connected again
.

   An Ethernet or wireless port and a compatible modem or, where applicable, wireless router
.

   A processor speed of 1.2Ghz or above 
256 MB RAM
.

   Microsoft® Windows® XP operating system or above 
Mac OS X version 10.4.6 and above
.

   For some services, you may also need to have the following - but don't worry we'll advise you what we need before we start.

   All valid software licences and discs relevant to your operating system
.

   All valid software licences and discs relevant to all applications on your computer
.

   All relevant licence keys.

   All relevant passwords required to access the computers or devices that require support.

   If you’re not sure or don’t know where to check on your machine for any of the above, just call us for advice on Freephone 0800 082 0609.

2. What is remote support?

   Most issues these days are fixed using remote support. It’s a very handy way of fixing problems quickly and efficiently. Remote support is when a support technician, with your full permission, takes control of your computer by logging into it via your Internet connection.

   It is totally safe and secure and you are in full control of the process. To find out more about remote support watch our short video about How it Works.

3. How much does remote support cost?

   If you’re a support plan member, all unlimited remote support is included free of charge in your membership. If you’re not a member, we can carry out remote support for a fixed price per incident. If you need help now, just get in touch.

4. How does remote support work?

   Using remote support is quick and easy. To find out how it works, watch our short video to get you started: Remote Support - How it Works.

5. Does remote support work with smartphones?

   Yes: at the moment remote support works with Windows Mobile, Blackberry, iPhone and iPad. We hope to offer full remote compatibility for Android phones in the near future. We can still help you with Android phones over the phone or in-store.

6. Does remote support work with Macs?

   Yes, remote support is 100% compatible with Macs and our engineers are Apple certified. 

7. Is remote support safe?

   Remote support is a secure and very safe method of fixing your computer. Our technicians are highly trained (they are certified by both Microsoft and Apple) and we follow strict procedures when accessing your computer so that you can sit back and relax while we sort out the problem for you. To find out more about remote support watch our short video about How it Works.

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1. Are there any requirements for a home visit?

   We require a person aged 18 years or over to be present throughout the home visit. Our technician must be given full access to all equipment that need fixing or setting up as well as your consent and co–operation to enter your home.

   Our technicians must be provided with a safe working environment, working space and sufficient electrical power. For full details please refer to our Terms and Conditions.

2. Will you remove any of my equipment from home?

   If we visit you at home we won’t remove any of your equipment to finish the work. If your equipment needs parts and/or further work, our technician will advise you and arrange to return at another time to carry out the additional work. You may be charged for additional services depending on the issue, but we will always agree this with you before going ahead.

3. Will I get a specific appointment time?

   Yes, we will give you a specific appointment time and we’ll do our best to arrive around 5-10 minutes early so that we can get started straight away.

4. How much does a home visit cost?

   Home visits start from £99.99 for non-members and from just £69.99 for support plan members. All of our services are carried out on a fixed fee per job basis — it doesn’t matter how long it takes. We don’t charge by the hour so you don’t need to worry about unexpected large bills.

5. What areas do you cover for home visits?

   At the moment we cover Greater London zones 1-6, which is within the catchment of our Central London store. We will sometimes consider requests outside of this area on a case by case basis.

6. How will I identify a genuine Inbay technician?

   All of our technicians wear an Inbay uniform and will have identification with them — please just ask and they'll be happy to show you.

7. What kind of services do you offer at home?

   We offer a wide range of services at home. Some services such as, for example home wireless networking, can only be carried out in your home. Other services offered at home include virus removal, and broadband troubleshooting. If you’re not sure what service you need, just get in touch any time.

8. How do I book a home visit?

   Just get in touch and we’ll do the rest.

9. Will you charge me if you don't fix the problem?

   We work on a no-fix, no-fee basis, but only on equipment that we have the knowledge to fix. For example, we may troubleshoot your problems for up to an hour and work out that the issue is related to a specific piece of hardware that we are not able to fix on the spot. In cases such as these, we would still need to charge you. Of course, we will always try to advise what can be done to get the issue resolved, whether this is referring you to the manufacturer for a replacement, or if we stock the relevant parts, offering to supply and fit them ourselves for an agreed additional fee.

10. How do I pay for services at home?

    Our support technicians can take all major credit and debit cards including Mastercard, VISA, Maestro, Visa Electron, Visa Debit, Solo and American Express. We are not able to accept cash or cheques for home visits.

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1. How can I protect myself against viruses and spyware?

   You should always run the latest anti-virus and anti spyware software and keep it updated. Take care not to click on unsolicited email links – if in doubt, bin it. Don't download any software unless you are certain it is from a trusted source. If you need advice or help with installing anti-virus software on your computer just get in touch any time.

2. I have a Mac. Macs don't get viruses, right?

   It’s true that Mac viruses and malware are extremely rare. However, we recommend that you still run anti-virus software on your Mac. Viruses and malware can be transmitted via documents and email, so whilst you might not get infected, you might unwittingly pass the infection on to your PC-using friends. If you need advice or help with installing anti-virus software on your Mac just get in touch any time.

3. My computer is running really slowly, what can I do?

   Computers run slowly for a number of reasons. It could be that you have too many programs running in the background and you are running out of free memory, or spyware and viruses could be the culprits. Our service can help get to the bottom of the problem or for further advice. If you’re having problems with a slow computer just get in touch at any time and we can help. 

4. Has my computer got a virus?

   Viruses get the blame for a lot of problems but many computer problems are not virus related. A virus is a malicious computer program that can copy itself and infect a computer. Viruses can cause all sorts of problems, which can be serious if left untreated. If you think you have a virus get in touch and we’ll check to see if that’s the case. 

5. I can't connect to my wireless network. Any advice?

   Wireless networks often need a kick start. It’s a cliché but turning it off and on again often does the trick, but you need to carry this out in the correct sequence.

   - Shut down all computers on your network.
Unplug both your cable modem and your router. If you have a separate wireless access point, shut that down too.

   - Wait 2–3 minutes. Plug in the cable modem.

   - Once the lights stop flashing on the cable modem (this can take a minute or so), plug the router back in, and then plug in your wireless access point (if you have one).

   - Wait until the lights stop flashing on the router.

   - Start up your computers.

    

   If you still can’t connect get in touch and we’ll get to the bottom of the problem.

6. Is my computer infected with spyware or other malware?

   Malware, short for ‘malicious software’, is software designed to infiltrate a computer system without your consent. Malware can include spyware, trojan horses, viruses and other malicious computer programs designed to gather information or cause damage. The term spyware relates to programs designed to monitor your web browsing, display unsolicited advertisements, or to forcibly redirect you to another site. Malware can lead to all sorts of problems and can considerably slow your computer down in some cases. If you think you have spyware or other malware on your computer, get in touch and we’ll check to see if that’s the case. We can help clear up virus infections too.

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