Frequently Asked Questions
Q: How does remote technology service work?
A: Using our remote technology service is easy and safe. To get started, we ask you to complete a small download to activate screen share technology. This enables us to see, from our computer, exactly what you see on your computer. It also enables us to temporarily take over navigation of your computer (until we fix your problem, or you kick us off - whichever comes first!). You’ll be impressed to know that our success rate using remote screen share to fix PC-related problems is a high 93%. And all you have to do is sit back and relax while you watch. To learn more, click here.
Q: Is remote technology service and screen sharing safe?
A: Absolutely. In fact, remote technology is the safest way to get tech help. Unlike in-store service, you can watch as we service your computer. Better yet, if you become uncomfortable, you can end the screen share session at any point. All it takes is a click of your mouse. Once our session is over, HiWired can never again access your computer without your permission.
Q: Are there any system requirements my computer must have in order to receive remote technology service and screen share?
A: We highly recommend that you have a broadband connection. We also require that your PC run on the XP or Vista operating system. And while we do service Apple iPods, we don’t support Mac computers at this time.
Q: How much does it cost?
A: That depends on the type of service you choose. For example, our instance-based services range in cost from $49 to $129. Our subscription services range from $8 to $399. A standard technology help session costs just $79.99, and we always provide an initial diagnosis free of charge. You can get complete list of HiWired services and fees at hiwired.com.
Q: Am I charged if you can’t fix my problem?
A: Absolutely not. If we can’t fix it, we won’t charge you
Q: Can HiWired fix any technology or computer-related problem?
A: We try our hardest and most of the time we succeed. In fact, our success rate for resolving PC-related problems is 93%. We are mere humans; however, and every once in a blue moon we get stumped. In the rare instance this happens to you, you will not be charged for your help session.
Q: How long does it take you to complete service?
A: This is dependent on what type of service you require. On average, we fix most problems in under an hour.
Q: Are there any additional charges I should know about?
A: Yes. When a session exceeds the agreed-upon time limit, we may charge you an overtime fee. (We’ll make it clear what these charges are before we start working overtime.) We do our best to complete our work within the allotted time (and 93% of the time we do), but on occasion, factors outside our control require us to spend additional time on your issue.
Q: What is PC Check & Connect and how do I use it?
A: PC Check & Connect is a free desktop application that delivers a number of useful services. These include up-to-date security and performance health reports for your PC, customized solutions and special offers based on your needs. PC Check & Connect is very easy to access. You just look for the 
icon in your desktop task tray and double click on it to call up your PC Check & Connect homepage. From there, you can view a quick or detailed health report on your PC; see what kinds of solutions we’ve customized for you, and more. We recommend that you check the health of your PC often. The more you do, the longer and healthier the life of your computer.
Q: I can’t download the Free PC Check & Connect. What can I do about this?
A: Your problems downloading PC Check & Connect may be related to your computer’s operating system. In most cases, your computer needs to be outfitted with the Windows XP or Vista operating system to download PC Check & Connect. If you are running one of these operating systems and still have trouble downloading PC Check & Connect, call us for help at 1-888-694-4947.
Q: What are your hours?
A: We are open 24 hours a day, 365 days a year.
Q: Are your Technicians certified?
A: Yes, our Technicians are certified in everything from A+ to MCSE.
Q: Can I send you my computer to have it worked on?
A: No. We deliver all of our services remotely, over the Internet. This is a much safer alternative to shipping your computer to us. It’s also faster. In fact, we’ll help you the instant you make contact. You don’t even need to schedule an appointment. We can solve 93% of PC-related problems. In the rare case we can’t solve yours; we’ll help you find someone that can. (And we won’t charge you a penny.)
Q: Can you come to my house to work on my computer?
A: No. We deliver all of our services remotely, over the Internet. This is a much safer alternative to having us to your home. It’s also faster. In fact, we’ll help you the instant you make contact. You don’t even need to schedule an appointment. We can solve 93% of PC-related problems. In the rare case we can’t solve yours; we’ll help you find someone that can. (And we won’t charge you a penny.)