IT help guide: computers, Wi-Fi and smart home
IT help goes faster when the hero knows your devices and you have your passwords to hand. Here is how to prepare and what to check afterwards.
Before, during and after
Before
- List the devices with make and model, and describe the problem or what you want to achieve.
- Have the passwords you need ready: Wi-Fi, email and accounts. You can type them in yourself.
- Back up important files before the visit.
- Have the router, chargers and cables at hand.
During
- Stay nearby so you can log in to your accounts when needed.
- Ask the hero to show you how to use what was set up.
- If the job needs more time, the hero asks in the app first.
After
- Test what was set up: Wi-Fi in every room, printing, your apps.
- Change any password you shared during the visit.
- Write down the settings the hero tells you, for next time.
Tips
- Take a screenshot or a photo of any error message.
- Before buying smart home devices, check that they work with your phone and your Wi-Fi.
- Weak Wi-Fi in some rooms? Say where the router is and which rooms have a weak signal.
How pricing works
- Hourly services: you pay for the time actually worked, at least the minimum shown on the service, then per started half hour. Unused booked time is refunded.
- Fixed-price services: the price is fixed for the job as described.
- Area-based services: the price is the area in square metres times the rate per m².
- Quote requests: heroes send quotes, and nothing is booked or charged until you accept one.
- In every case, extra time, work or materials are added only after you approve them in the app.
Frequently asked questions
Do I have to give the hero my passwords?
Only the ones the job needs, and you can type them in yourself. It is a good idea to change any password you shared afterwards.
How is the price calculated?
You pay the hourly price for the time actually worked: at least the minimum shown on the service, then per started half hour. Booked time that is not used is refunded.
What if the job takes longer than I booked?
The hero asks for extra time in the app and you decide. Nothing is added without your approval, and booked time that is not used is refunded.
What if I am not happy with the result?
Tell the hero through the app before you approve the job. The hero fixes it, or you get money back.
Can I cancel my booking?
Yes. If no hero has accepted it yet, you get everything back. After that, cancelling more than 48 hours before the start refunds 75% and later 50%; nothing is refunded once the hero has set off. As a consumer you can also withdraw free of charge within 14 days of ordering, as long as the hero has not set off. This right does not cover removals and transport tied to an agreed date.