1. You do NOT need to be connected to the Internet to recieve phone support. This is a critical area and you should be in front of your computer when you call, and able to speak with us over the phone, while we guide you step by step. So we may give you accurate support, we rely on the accuracy of all information you give us.

2. If you don't have a phone near the PC, please take the time to unplug your modem from the phone socket and replace it with a phone handset instead. Remember, we don't need you to be connected to the internet for 99% of technical support, however we do require you to be in front of the PC. Identify your modem brand and model number. Have your account number or 'username' (first part of your email address) ready.

3. If you run into a problem, STOP at that point and write down exactly what step you took immediately before the problem occured. Note the name of the program you're using and the version number where applicable. Any error messages you've received should be written down word for word before you call. Some error messages have similar wording, but can mean different things, so please be accurate.