Tips for Calling in to GoBigWest Technical Support
Here at GoBigWest, we pride ourselves on having multiple alternative methods to contact us so you can get the information that you need in a way that is easiest for you. However, while these alternative methods such as e-mail and chat are good for answering questions and getting simple technical support, there are times when calling in and talking to a live technician is still the best way to get the assistance you need. Because of that, we want to provide some tips that you can use in order to make your call as productive as possible.
When you call in to technical support, the first thing that a technician is going to ask you after gathering enough information to identify your account is what type problem you are having. To make this part of the call go by more smoothly, it is helpful to have some information already available at the time that you call into technical support, especially if you are unable to talk on the phone and try to connect to the Internet at the same time. Below are some of the key items for you to have available when you call in to technical support.
Error Numbers or Messages:
When you call into technical support with a problem that needs troubleshooting such as an inability to connect to the Internet, pull up web pages, or access email; the first bit of information that the technician is going to need is a specific description of what is going wrong. In order to have this available, it is a good idea to write down any error messages that you see on your computer so you can read them to the technician exactly as they appeared. This will save you time that you may have spent trying to describe what is happening in less certain terms.
Operating System Version:
Your operating system (i.e. Windows or Macintosh) is the program that essentially runs your computer. There are a handful of different operating systems available and each one is a little different so the technician that you are talking to will need to know which one you are using in order to effectively assist you. If you are using a Windows operating system, you can determine the version of the operating system by right clicking on the My Computer icon and then left clicking on Properties. Macintosh users can determine which version they are using by clicking the apple icon in the top left corner of the screen and selecting About This Computer or About This Mac.
Program Version Information:
Along with having multiple different operating systems available for use, there are also many different programs to perform the functions of displaying web pages and accessing email. Technicians will need to know what program and sometimes what specific version of the program that you are using. You can determine the version number of most Windows programs by opening the program and clicking Help and then About [Program Name]. If you are using a Macintosh operating system, you may have to access the version information by opening the program and then clicking on the program name in the toolbar and then About [Program Name].
Dial-up Number (When using a dial-up connection):
If there is some sort of systemic issue, a technician will be able to quickly determine if the problems that you are having are related to that issue by looking at the phone number you are using. This can save considerable amounts of time.
By having the items on this list available at the time that you call, you will be able to make sure that your problem is resolved as quickly as possible so you can move on to doing other things. As always, if you have any questions or comments, please let us know.
