Remote IT Support in Plain English
Remote IT support means we connect to your computer over the internet and fix the problem while you watch — no van, no waiting in, no strangers in your home or office. A lot of people are understandably cautious about this the first time. Here's exactly what happens, step by step.
Step by Step
1. Get in Touch
Call 07414 880356, send a WhatsApp message or fill in the contact form. Describe the problem and we'll confirm availability and the cost upfront — no surprises.
2. Download the Remote Support Tool
We send you a link to a small, temporary program. It's a legitimate, widely-used tool — not something we've built ourselves. It runs only during the session and requires no permanent installation.
3. Share Your One-Time Code
When the tool opens, it shows a short code on your screen. You read this code out to us over the phone or type it in chat. We enter it to request a connection — but nothing happens until you approve it.
4. Approve the Connection
A prompt appears on your screen asking if you want to allow access. You click Yes. At no point do we have access without your explicit approval.
5. Watch Us Fix It
You can see your screen moving as we work. We explain what we're doing as we go. You can take back control at any point — just move your mouse or press a key, and you're back in full control.
6. Session Ends, Access Gone
When we close the session, the connection ends immediately. The tool closes automatically. It cannot reconnect to your computer without a new code that only you can generate.
Is It Safe?
Remote support from a legitimate provider is safe. The key protections are:
- You generate the code — only you can start a session, and only you see the code
- You approve the connection — nothing happens without your active confirmation
- You can see everything — your screen is visible to you throughout
- You can end it instantly — close the program and the session ends immediately
- No permanent access — we cannot reconnect after the session without going through the whole process again
You should never allow remote access to someone who calls you unsolicited claiming to be from Microsoft, BT, your bank or any other company. Legitimate IT support is something you initiate — not something that arrives via a cold call.
Ready to Get Started?
Related Pages
Home IT Support
What we can fix for home users — slow laptops, Wi-Fi, virus removal and more.
Business IT Support
Managed IT, Microsoft 365, cyber security and cloud backup for small businesses.
Pricing
From £50/hr for home users, £75/hr for businesses. No callout fees.
Based in Surrey? We Can Help
We support home users and small businesses across the whole of Surrey remotely — including Epsom, Guildford, Dorking, Kingston, Woking, Reigate and Cobham. View all Surrey areas →
Frequently Asked Questions
Do I need to install anything for remote support?
No permanent installation is needed. You download and run a small temporary program during the session. It doesn't stay on your computer afterwards.
Is remote IT support secure?
Yes. All remote sessions use encrypted connections. You approve every connection, you can see your screen at all times, and access ends automatically when the session finishes.
What do I need to start a remote support session?
You need a working internet connection and a Windows PC/laptop or Apple Mac. We'll send you a link — click it, run the small download, and we can connect.
Can I watch what you're doing on my computer?
Yes — you can see everything we do on screen in real time. You can also take back control or end the session at any point.
What if my internet is too slow for remote support?
Remote support works on most standard broadband connections. Even slower connections are usually sufficient since we're sharing screen control, not streaming video.
How long does a remote support session take?
Most common problems are resolved in 1-2 hours. We'll give you an estimate upfront and keep you informed throughout the session.