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General Questions

What is AT&T ConnecTech?

We provide computer set up and support services delivered at your home or via remote connection.

What types of services do you have?

Whether you need a one time fix or ongoing support, AT&T ConnecTech offers a wide variety of services to meet your home technology needs.  AT&T ConnecTech experts can help you:

   Remove viruses or adware/spyware
   Resolve connectivity issues
   Install and configure software
   Deal with operating system or browser problems
   Improve your computer’s performance
   Set up a wireless network or connect additional peripheral devices

Note:  Please see individual product descriptions and terms of service for details.

Does AT&T ConnecTech offer both In Home and Remote services?

Absolutely! Every remote support technician has been internally certified and has 2+ years experience in a help desk environment.  Prior to handling AT&T ConnecTech customer computer issues, each technician completes an extensive 4-week training course on how to deliver excellent customer service and use of systems tools to support your every need.  With AT&T ConnecTech®, you're in good hands! In-home technicians have an average of 5 years of onsite experience.

Are your technicians qualified to work on my computer?

Absolutely! Every remote support technician has been internally certified and has 2+ years experience in a help desk environment.  Prior to handling AT&T ConnecTech customer computer issues, each technician completes an extensive 4-week training course on how to deliver excellent customer service and use of systems tools to support your every need.  With AT&T ConnecTech®, you're in good hands! In-home technicians have an average of 5 years of onsite experience.

How are AT&T ConnecTech products and services billed?

AT&T ConnecTech products and services can be billed to your Visa®, MasterCard®, American Express® or Discover® card account or your home billing telephone number.

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Will the technician call before they arrive?

Yes, for on-site services, our technicians will attempt to call before they arrive to confirm a more exact time of arrival.

What does the appointment "time window" mean?

Our arrival "time window" allows for a range of time during which our technician is scheduled to arrive. Taking into account traffic, travel time from previous appointments and other circumstances, our technicians will make every reasonable attempt to be there as early in the time frame as possible.

What will the technician bring with them at the time of the appointment?

Our technician has tools to help with the computer installation or repair. You must have all the necessary technology services and products prior to the technician's appointment. Our technician will review with you an AT&T work order that summarizes all of the work you requested based on your purchase order.

What if I need to change my appointment? Are there charges?

We ask that you notify us immediately by calling 1-800-344-1734. There is no fee associated with rescheduling your appointment.  However, if you cancel your appointment within 24 hours of the beginning of the appointment time window, cancellation fees may apply.

For installation services, what if I need additional or different things done than what is listed in the service description?

Additional time when a technician is already at your home can be purchased at our current hourly labor rate (provided the technician has open time available). The rate will be quoted by our technician at the time of service and payment can be made by credit card or over the phone.

How can I be sure that I have everything I need before my appointment?

We can review the necessary and qualifying components with you at our call support center. Please call us at 1-800-344-1734.

Do I have to be home when the technician shows up, or can anyone be there?

Our services require that an adult (aged 18 years or older) be present for the entire duration of the appointment. If you are requesting the service, you don't have to personally be there; however, we will need someone you authorize to act on your behalf (who is age 18 years or older). We will need access to the equipment and/or computers needed to complete the service, including passwords and electrical power. You will need to ensure physical access as well, as our technicians do not move or relocate furniture. For computer and home network installation services, all computers must be in working condition.

Do I have to already have high-speed Internet service before the installation appointment, or can AT&T help me get that, too?

All installation services that require high-speed Internet service or connections must have a pre-existing high-speed Internet service. If you wish to have AT&T High-Speed Internet service, please call an AT&T representative at  1-800-ATT-2020.

Are my data files, music, photos and other files safe?

IMPORTANT: It is required that you back up any critical data, including but not limited to, pictures, music or applications, prior to our service. AT&T ConnecTech Service and its service technicians are NOT RESPONSIBLE for loss of data.

Are there other terms and conditions or things I need to know?

Yes. Terms and conditions of AT&T ConnecTech Services are viewable here. If you cannot access these pages, please call our customer service representatives at 1-800-344-1734 and they can access it for you and answer your questions.

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What is remote PC support?

Remote computer and tech support allows us to remotely view your computer screen and fix many typical problems with computers and networks. This is done through the Internet via remote control, using industry-standard security capabilities.

How does remote support work?

This type of support works through desktop sharing technology. It’s very simple. When you log in to our secure online help desk, you allow a certified technology expert to view and interact with your computer remotely over the Internet. The technician will fix problems and set up new technology fast while you sit back and relax!

What are the AT&T ConnecTech Remote Services hours of operation?

AT&T ConnecTech call center agents are available from 8 AM to 11 PM Central Time, 7 days a week for general assistance.

How long does an average remote support session last?

Online support sessions can vary based on the problem you have.
For example, a computer may need a comprehensive tune-up which can take over an hour. In other cases, you may need set up and support for a new MP3 player or digital camera which could take as little as 30 minutes. For simple problems, like locating a lost file or fixing an email problem, you can get help in 15 minutes.

Can you get back into my computer after my session is over?

No, not until you log in again and request service. When you log in to AT&T's secure online help desk, you are prompted to download a temporary desktop sharing application that allows us to view and interact with your computer.  Once the service is completed and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.

Is it secure?

Absolutely! We use a 128-bit encrypted connection between your computer and the technician's computer. This provides a unique one-to-one session that prevents others from viewing or accessing the session. In addition, you are in control – only you can initiate a remote support session.  You can end a session by simply closing the support window on your desktop, and you always can take control of your mouse (cursor) during a session.

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What is the difference between Remote and In Home Tech Support services?

Remote Tech Support services allow our technicians to use software that allows access to your PC across the Internet. With your permission, our technician can take control of the user's mouse and keyboard to provide the necessary service while you watch.  Remote Tech Support services allow you to order a service at your convenience at any time.

In Home Tech Support services require the dispatch of a technician to come to your home in person at a scheduled time window.  Our arrival "time window" allows for a range of time during which our technician is scheduled to arrive. Taking into account traffic, travel time from previous appointments and other circumstances, our technicians will make every reasonable attempt to be there as early in the time frame as possible.

For Remote Tech Support services how do technicians remote into your PC?

Technicians utilize a software application that enables you to allow them access for a unique session to assist with your issue.  Techs cannote remote in again until another session, and only with your permission.  Remote Tech Support services allow you to order a service at your convenience at any time.

Are my data files, music, photos and other files safe?

IMPORTANT: It is required that you back up any critical data, including but not limited to, pictures, music or applications, prior to our service. AT&T ConnecTech Service and its service technicians are NOT RESPONSIBLE for loss of data.

Are there other terms and conditions or things I need to know?

Yes. Terms and conditions of AT&T ConnecTech Services are viewable here. If you cannot access these pages, please call our customer service representatives at 1-800-344-1734 and they can access it for you and answer your questions.

For In Home Tech Support services, do you have any additional charges I should know about?

Our flat-rate labor for support is intended to be provided most times by the average service duration listed in the service description. On occasion, that may be extended at the discretion of AT&T. If the service cannot reasonably be completed in the standard time interval, or you request additional time during the service call, we will quote you our current hourly labor rate when attached to a service event already in progress, which you will be able to pay via credit card over the phone.

For an In Home Tech Support service, what if I want to have the technician stay longer than your flat-rate time frame?

You can request additional hours of work at the current hourly labor rate which will be quoted at the time of your service. If the technician cannot stay because of schedule conflicts, you will be able to call 1-800-344-1734 and request another service call be scheduled. You can request the same technician if you wish and we will attempt to accommodate your request.

What if I have problems with the service I received?

If you have problems, we want to know. We will work with all reasonable requests to do what needs to be done to make it right. Please call us at 1-800-344-1734 from 8 AM to 11 PM Central Standard Time, 7 days a week with your appointment number or work order number ready when you call.

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What is AT&T ConnecTech?

AT&T ConnecTech is a suite of on-site and remote support, installation and maintenance services. AT&T ConnecTech experts provide comprehensive computing and home entertainment assistance. Please note that AT&T ConnecTech services do NOT include fundamental training needs on software packages nor programming or development support.

How are AT&T ConnecTech services provided?

Depending upon the type of service provided, you may receive help over the phone/Internet, in your home or by mailing in equipment. Please see our service listings for details.

Where are AT&T ConnecTech services available?

ConnecTech products and services are available in all 50 states with some limited restrictions. Your zip code will be checked for availability when ordering a service.

How are AT&T ConnecTech products and services billed?

Most AT&T ConnecTech products and services can be billed to your Visa®, MasterCard®, American Express® or Discover® card account.

Can you charge the services I buy to my AT&T bill?

In most cases we cannot, but there are exceptions.

Do I get a discount for being an AT&T customer?

AT&T ConnecTech services are very affordable and competitively priced services with no hidden charges. Although from time to time, there may be special offers with combinations AT&T Services, we feel strongly that regular prices for AT&T ConnecTech services are a great value.

What hours are AT&T ConnecTech remote service agents available?

AT&T ConnecTech remote service agents are available 8 AM to 11 PM Central Time, seven days a week. Please click here for all contact options.

Why is AT&T ConnecTech different than other competing services?

No other company provides such a vast array of products and services at highly competitive prices. In addition, AT&T ConnecTech is backed by the credibility of a company like AT&T that has an extensive history of superior customer service.

How do I sign up and get an account?

You can do it all online. Create a new account now.

Is AT&T ConnecTech service guaranteed?

We offer a 30-day guarantee for labor performed for On-Site Support Services and Notebook Computer Repair Services. Please note than any installations, modifications or other service done beyond the service originally provided by AT&T are not covered.
Changes to the operating system configuration, additions of software applications or new hardware after the service will void the labor guarantee. Computers not running updated virus protection will be ineligible for further guarantee if virus symptoms or related issues arise after the service is provided. It is strongly recommended that customers take steps to ensure all their computers are running industry-standard virus and spyware protection.

Disclaimer
AT&T ConnecTech® Services available for residential customers only except remote support services which are also available for small business customers. Not available in all areas. All offers are limited time offers, taxes and surcharges extra, hardware and software limitations may apply, and service-specific terms and conditions apply. All trademarks are the property of their respective owners.