Calling Technical Support

There are techniques you can use to ensure that your experience with tech support will be as brief and successful as possible.

Be Prepared

Before calling technical support, be sure to make a note of the following important information that our support reps will need in order to help you.

Your Login Name

This is also known as your username, and is the beginning of your e-mail address. For example, if your e-mail is johnd@netdoor.com, your login name would be johnd.

System Information

When calling tech support, you should know the following information. If you don't know it by heart, then it is a good idea to write it down and keep it near your computer for reference. You never know when a support rep will need to ask about one or more of the following:

• Operating System
• Brand of computer
• Processor
• Memory
• Modem brand, model , speed
  • DSL Modems: Just the brand/model, such as "Zoom X5"
• Software you are using for net access

What's the Problem?

Include the exact wording of any error messages. We can't physically examine your computer, so error messages and the circumstances surrounding the problem are the only "symptoms" our reps have to go on.

Having the information listed above ready will make it easier for our reps to solve your problems and assist you more quickly. That means less time for you on the phone, and less time you and others will have to wait to get a live person when you call.

Write Down this Number

Our toll-free technical support phone number is: 1.877.NETDOOR
Our Jackson area support phone number is: 601.969.1434

Leaving Voicemail

When you call tech support, you will either reach a live person immediately or be put on hold while you wait for a live person. However, if it's extremely busy your call will be routed to voicemail. If you need to leave voicemail, be sure to provide us with all the information you would have in a regular call.

Here are a few more tips that will help us respond to your message quickly and effectively:

1. Your phone number: You should always mention your phone number at the beginning and end of your message.
2. When should we call you back? Pick a time when you know you'll be at your computer. Also, give our reps a "window" of time in which to reach you. If you can, leave an alternate time in case there is trouble reaching you. Finally, if there are times when you do not want to be called (for instance, early in the morning or late at night), please let us know.
3. Spell out your login name: You wouldn't believe how easy it is to mistake something like newb for gnubee or nubea.

Generally, if a voicemail provides enough explanation and detail, it's likely that our reps will have a solution for you by the time they call you back.

Contact Us by E-mail

You may want to send us e-mail rather than calling. We check our e-mail regularly ( every 5 min ) and respond as promptly as possible. Our e-mail address for tech support is: support@netdoor.com

We Have Our Limits

Unfortunately, our technical support staff doesn't know everything. Hardware problems, outside software, and HTML advice are examples of areas that we don't have the resources to support. If you are unsure whether your question is appropriate for technical support, feel free to call and ask us. If we can't help, we will try to refer you to someone who can.