Not every computer problem needs someone standing in your living room. Some are solved in minutes over the internet; others genuinely need hands on hardware. Here's how to tell which is which — so you get help the fastest, cheapest way possible.

What remote support can do

With a secure remote session, a technician sees your screen and controls your computer with your permission, while you watch every step. It's perfect for anything that lives in software:

  • Virus and malware removal
  • Slow computers and start-up clean-ups
  • Email setup and account problems
  • Software installs, updates and settings
  • Printer and cloud-storage headaches
  • Showing you how to do something, step by step

The big wins: no waiting for a visit, no travel cost, and you can often be sorted within the hour — from anywhere in Australia.

Is it safe? Yes. You start the session, you can see everything we do, and you can end it any time. We never ask for passwords we don't need, and we'll never cold-call you.

When you need someone on-site

Anything physical needs a real visit. If the problem involves hardware, cables or a machine that won't switch on, remote can't help because there's nothing to connect to:

  • Cracked screens, dead batteries, broken keyboards
  • Laptops that won't power on or boot
  • Liquid damage
  • SSD, RAM and other hardware upgrades
  • Wi-Fi dead spots and wired networking
  • Setting up new computers, printers or offices

A simple rule of thumb

Ask yourself one question: "Can the computer still turn on and get online?"

If yes, there's a good chance we can help remotely. If no — or the problem is something you can physically touch — it's an on-site job. Still unsure? That's fine. Describe it to us and we'll make the call for you, honestly. We'll never send someone out if a five-minute remote session would do it.