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Customer Care and FAQs

Subjects / Fibre Power Broadband / Fibre Power Broadband / What type of technical support is available?

What type of technical support is available?

At UPC we know that technology can be a bit intimidating sometimes. That’s why we offer our broadband customers two technical support services that they can call on when their computer is misbehaving. Broadband Support deals with issues related to the broadband service such as the cable connection to your computer and basic functions of Outlook Express. Premium PC Support deals with computer problems that are not directly related to our broadband service such as setting up a new computer, firewalls and viruses.

You can find more detail on the two support services below which will help you decide which to contact for your particular issue. If you’re still unsure call us free on 1908 and we’ll point you in the right direction.

Broadband Support

This service is provided to our customers to deal with the installation and use of our broadband service.

Customers can contact us regarding their broadband enquiries by dialling freephone 1908 and selecting option 2. Customers calling from abroad should dial + 353 1 245 8000. You can also email us at broadbandsupport@upc.ie . This service is available Monday – Saturday, 9am to 10pm and Sunday, 10am to 10pm.

This service can help with the following issues:

  • Installation of our broadband service
  • The cable modem connection to your computer
  • Basic webmail and Outlook Express issues.
  • Questions regarding webspace, broadband extras, support tools, email account management and newsgroups

For all other issues such as fixing wireless home networks, setting up a new computer, printers and webcams, configuring firewalls, helping with the removal of viruses or spyware, Windows errors, re-installs and system restores, please contact our Premium PC Support team.

Premium PC Support

Our Premium PC Support is a new support service designed to help customers resolve computer problems that are not directly related to our broadband service.

The nature of the Internet and computers means that customers may experience a wide range of problems that prevent them from going online or making the most of their computer. Often these issues are unrelated to the broadband service we provide, for example, problems with Internet viruses, operating systems, home networking, third party hardware like printers and Virus Protection, or other software.

Premium PC Support offers a quality service with most problems solved quickly and efficiently.

The support line is open Monday – Friday, 9am to 9pm and Saturday, 10am to 6pm.

It is unavailable on Sundays, Christmas Day, St. Stephen’s Day and New Years Day.

This service can help with the following issues:

  • Home networking and wireless equipment.
  • Internet security - firewalls, virus problems, browser pop-ups, parental control, spyware.
  • MacOS, versions 9, X, and Leopard, MS-DOS, Windows 95, Windows 98, Windows 98 SE, Windows ME, Windows NT, Windows 2000, Windows XP and Windows Vista.
  • Any third party software.
  • Email software not supported by our Broadband Support, for example Eudora, Incredimail, Thunderbird.
  • Hardware like sound and graphics cards, printers, PDAs, scanners, digital cameras & webcams.
  • Setting up new computers, printers and webcams

Unfortunately we can’t help with:

  • Linux or other non-Windows operating system queries.
  • Virtual Private Networks.
  • Non-cable (e.g. ADSL) broadband queries.
  • Cisco/business routers.
  • Beta software.
  • Peer-to-peer software.
  • Website design.

Our specialists are trained to deal with a wide range of issues and will go through a series of steps to try to diagnose your problem and, where possible, solve it over the telephone. Alternatively, if the problem falls outside our remit and further assistance is required, you will receive advice about which vendor to contact or where to locate further information

How do I contact the Premium PC Support team?

To avail of this service please call 1550 924 124.

Calls cost no more than 95 cent per minute from both Eircom and UPC landlines. Calls from mobiles and other service providers may cost more.

You must be a subscriber to the UPC residential broadband service to avail of this support service.


Premium PC Support Terms and Conditions

(a) UPC will attempt to diagnose your technical problem and provide you with a solution over the telephone or via the Internet. In certain cases, however, problem support may not be completed because of an issue with your computer or its configuration that is beyond our control. Please note that it is not possible to guarantee that this help service will be free from errors or faults, and UPC does not undertake to do so. UPC in conjunction with its technology and service partners provides this help service to enable faults and queries to be resolved, but does not warrant that all faults or queries will be corrected or resolved.

(b) We may offer you remote support services over the telephone or via the Internet if your PC meets the appropriate criteria, you have a working high speed Internet connection, and your operating system is Windows XP/Vista. If you elect to receive remote support, then UPC will attempt to remotely log on through your high-speed Internet connection to view your computer desktop from our Operations Centre. UPC will stay in contact with you to keep you fully briefed on every step of the process as we attempt to resolve your technology problem. Remote support may involve the installation of software on your computer that will allow UPC to provide the remote support services. By electing to receive remote support, you agree to allow UPC to use whatever tools deemed necessary to repair your computer, including remote access. You understand that if remote access is used on your computer there will be no residual software from the remote session; however, there may be a text file placed on your computer that will explain the work that was done on your computer. If such a text file is placed on your computer, you have the option to either save the file for future reference or to delete it from your computer.

(c) Your Responsibility: You understand and agree that prior to contacting or allowing UPC to perform diagnostic repair or other services on your computer, it is your responsibility to back-up the data, software, information or other files stored on your computer disks and/or drives. You acknowledge and agree that UPC shall not be responsible under any circumstance for any loss or corruption of data and/or software.

(d) Call and resolution times will vary subject to the problem diagnosis and the expertise of the caller. Every attempt will be made to expedite the handling of the call.

Service Limitations; Liability

(a) UPC reserves the right to refrain from providing any or all requested services and instead refund your payment, wholly or in part, on the basis that your technical needs or other requirements are unusual or extensive and beyond the scope of this service agreement as reasonably determined by UPC.

(b) If UPC's ability to render remote services is impaired by you or circumstances beyond the control of UPC, UPC may choose not to provide or to discontinue the services.

(c) To the extent permitted by law, you agree that UPC’s total liability for damages related to its services is limited to 10 times the total amount you pay for the services. UPC IS NOT LIABLE FOR LOSS, ALTERATION, OR CORRUPTION OF ANY DATA OR FOR YOUR INABILITY TO USE YOUR COMPUTER EQUIPMENT OR OTHER PRODUCTS. Liability for death or personal injury as a result of UPC’s negligence is not excluded or limited by this provision.

(d) Notwithstanding any other terms and condition to the contrary, in no event shall UPC, its officers, directors, affiliates or employees be liable for any form of indirect, special, consequential or punitive damages, whether such damages arise in contract or tort, irrespective of fault, negligence or strict liability or whether you have been advised in advance of the possibly of such damages. Liability for death or personal injury as a result of UPC’s negligence is not excluded or limited by this provision.


SERVICE WARRANTY

If you are not satisfied with services received from UPC, please call freephone 1908 where we will work to remedy your issue quickly.


PRIVACY POLICY

For information about the collection and use of your information, please refer to UPC’s Privacy Policy, which is available at www.upc.ie/privacypolicy/ or by contacting UPC at 1908.

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