About PC PAL

Who are PC PAL?

Your PC PAL Engineers are dedicated to provide a rapid, reliable and affordable on-site and remote support service, to homes and businesses right across the UK.  Customer service is at the centre of everything we do, aiming to provide a fast and friendly service, (with no techno babble speak or jargon) and ensuring we are always there when you need us.

Where can I find my local PC PAL engineer?

Your PC PAL engineers are based all over the country to help you with all your computer needs. To find your local PC PAL engineer visit our Find Your Local Engineer page. They are waiting to help you today!

What can you help me with?

We can help with any make or model of Windows, Apple Mac, iPad, tablet PC and anything else that you connect to your computer or wireless network, such as digital cameras, scanners and printers. There’s no limit to the number of gadgets that we can help you with. We can also help you set-up and troubleshoot your wireless network and broadband connection, and get your games console and other wireless enabled devices connected up.

What can't you help me with?

Unfortunately, we cannot provide support for everything, in particular complex corporate IT systems... but we can still help you with everything else! Just get in touch and we'll be happy to discuss your needs.

Are my personal details safe?

Your personal details are safe with us and your privacy is guaranteed - we do not sell or give any personal data to third parties. Any personal details that we hold are held solely by us to enable us to provide our services to you. Your engineers are Microsoft and A+ certified engineers and have been CRB vetted. We are fully compliant with PCI credit and debit card security regulations. We use SagePay as our secure payment gateway partner so your transactions are safe and secure. Please see our Privacy Policy for more details.

Do you guarantee the work you carry out?

Your satisfaction and peace of mind is at the centre of our Ethos. We guarantee all of the work we carry out, remotely, at home or in your business, or over the phone. Please see our Customer Charter for further details. Please also see our Terms and Conditions.

How do you provide the services?

Our services are carried out in various ways to suit you, making it easy for you to get the help you need.  We can visit you at your home or business at a time to suit you.  Alternatively, we can carry out a remote service over the internet or phone.  We are only a phone call away!

When can I contact my PC PAL Engineer?

As a mobile service, we come to you and save you the hassle and delay of unplugging everything and carrying your heavy IT equipment into a shop. Your engineers are contactable via the phone 8.00am to 8.00pm Monday to Sunday including Bank Holidays.

Can you help with my wireless network?

Yes, we can help you to set up or troubleshoot a wireless network and/or your broadband connection. Wireless network set-up requires an on-site visit. We can help you with broadband set-up or troubleshooting remotely and over the phone. Just get in touch to find out more or to arrange an appointment.

I have a problem using the Secure Online Backup software – who can I speak to?

If you're having an issue with Online Back-up, please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page. They will do their best to help you by taking remote control of your computer or talk you through the necessary steps to rectify the issue.

Is it safe to buy online on your website?

Our website is completely safe and secure and uses SSL certificates (Secure Sockets Layer - the industry standard for secure websites).  SSL keeps your name, address, and credit card information securely encrypted between you and us.

Home and Business Visits

Can you help me with my business IT?

Yes we can. We have been helping businesses to manage their IT for over six years and we offer professional IT services to clients in many different sectors. To find out more about our services for business and how we can help you, please see our For Your Business page. Please view a small collection of the business we currently help. If you're self-employed, working from home or have a small business (up to 10 users) with simple IT needs, our Helpdesk and Support service is the perfect solution for you.

How much does an on-site visit cost?

On-site visits are from £49 per hour (minimum 1 hour charge applies). Please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page. Further details about pricing and payment methods can be found on their individual pages.

How do I book an on-site visit?

Easy! Please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page - we are standing by to come to your rescue!

What kind of services do you offer?

We offer a wide range of services for home and business. Services include wireless set ups, virus removal, broadband troubleshooting and data backup and transfer. Please visit our Home Services or Business Services page for more about the services we offer.

How do I pay for services?

The majority of your PC PAL Engineers can take all major credit and debit cards. In some cases a few areas will not have that facility currently established and will only be able to take payment by cash or cheque. You will be advised of this in advance at the time of booking. A full receipt is always provided.

Will I get to speak to a PC PAL Engineer?

When you contact us for support, you can rest assured that you are dealing with a fully qualified and experienced engineer. At busy times, you may not be able to speak directly to an engineer and our team will be able to take a message on your behalf to pass onto the engineers. Our team will take the time to fully understand your problems and will arrange for one of our qualified engineers to visit you at your convenience (often the same day if needed).

Will you charge me if you don't fix the problem?

We operate a clear and upfront pricing policy and do not have a 'no-fix, no-fee' element. We are computer support specialists and are confident of resolving the vast majority of computer issues. In the rare occasions there is any doubt that we will be unable to assist, we will not book an engineer to visit you and you will therefore not incur any charges. Once your PC PAL Engineer is booked to visit you (and unless expressly agreed otherwise with your local PC PAL engineer) every customer will incur a minimum one hour's labour charge. This allows your PC PAL Engineer time to diagnose and troubleshoot your problem and in many cases actually fix the issue in that time period. We understand how frustrating it is when your computer is uneconomic to repair, you are unable to connect to the internet as the service from your ISP is disrupted or you are unable to locate the necessary software installation disks or licence keys to enable a repair. In these rare cases, we would advise you what steps you need to take next, but still take payment even though the problem remains 'unfixed'. Of course, we will always try to advise what can be done to get the issue resolved, whether this is referring you to the manufacturer for a replacement product, or if we stock the relevant parts, offering to supply and fit at additional cost. We will also liaise with your ISP to notify them of the disrupted internet issue (and talk in technical jargon so you don't have to) and ensure a repair process is initiated.

Do you charge a call out fee?

We do not charge a separate Call Out Fee, which means that we do not charge for the times taken to travel to you and the expense incurred. Once your PC PAL Engineer arrives on-site with you, (and unless expressly agreed otherwise with your local PC PAL engineer) every customer will incur a minimum one hour's labour charge. This allows your PC PAL Engineer time to diagnose and troubleshoot your problem and in many cases actually fix the issue in that time period.

Will you remove any of my equipment from home or business?

Our aim is to resolve 99% of issues at the customer's home or business premises. In rare occasions, we will agree with you to take away the computer for the fitting of a specialist replacement part or running further diagnosis tests. Your peace of mind and security is of paramount importance to us and we will agree costs in advance before going ahead and will keep you up to date every step of the way. Your data will be kept safe and secure at all times.

How will I identify a genuine PC PAL Engineer?

All of our Engineers wear a full PC PAL uniform and will have an ID card with them which they will show you their ID on arrival.

What areas do you cover for on-site visits?

We are rolling out our national service, so please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page to find out if we currently cover your area.

Will I get a specific appointment time?

Yes, we will give you a specific 2 hour appointment window (for example between 3pm and 5pm) and we’ll do our best to call around 20 minutes ahead of arrival to let you know that we are on our way to you. You can book an appointment for a home or business visit between 8.00am and 8.00pm Monday to Sunday (subject to availability).

Are there any requirements for a home visit?

We require a person of 18 years or over to be present throughout the home visit. Our Engineers must be given full access to all equipment that needs fixing or setting up as well as your consent and co–operation to enter your home. It goes without saying that our Engineers must be provided with a safe working environment, working space and sufficient electrical power.

Remote Support Questions

How much does remote support cost?

We can carry out remote support on a Pay As You Go (PAYG) basis, no matter how long it takes. Remote Support is a great way of getting help without waiting for a call out. Please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page if you need further advice.

What is remote support?

Most issues these days are fixed using remote support. It’s a very handy way of fixing problems quickly and efficiently and has been used for many years in the business IT world. Remote support is when your Engineer takes control of your computer by logging into it via your internet connection. It is totally safe and secure and we can only take remote control of your computer with your permission – we can’t access your computer unless you initiate the request to us and you can terminate the connection at any time. Our remote support systems are powered by Teamviewer and Centrastage - two of the quickest and most secure systems currently available.

Does remote support work with Macs?

Yes, remote support is 100% compatible with Macs.

How does remote support work?

Using remote support is quick and easy. When we need to connect to your computer we’ll send a request on–screen asking your permission to take remote control. Click the link to allow us access to your computer and your Engineer will then take control of your mouse and keyboard. You’ll see us moving your mouse on screen. You have the option to end the session at any time, and once we’re finished, the software we use to manage the process automatically expires and is deleted from your computer. Don't worry - your Engineers will be on hand to talk you through the process, or via the chat window - whichever you prefer.

Is remote support safe?

Remote support is a secure and very safe method of fixing your computer.  Your Engineers are highly trained and we follow strict procedures when accessing your computer so that you can sit back, relax and watch while we sort the problem out for you. Before we carry out any support procedure, we will always advise you to back up your important data such as music, photos, movies and documents first. If you don’t know how, just ask us — we’re here to help.

Does my computer meet the minimum requirements for remote or over the phone support?

These are the specifications that you need for us to be able to assist you remotely or over the phone. If you’re not sure or don’t know where to check on your machine, just call us for advice.

• Recommended browsers are Windows® Internet Explorer® 7.0 or higher, Safari 5 and above or Firefox 5 and above
• A working broadband internet connection. If yours isn’t working — don’t worry, we’ll do our best to talk you through getting you connected again
• An Ethernet or wireless port and a compatible modem or, where applicable, wireless router
• A processor speed of 1.2Ghz or above
• 256 MB RAM
• Microsoft® Windows® XP operating system or above
• Mac OS X version 10.4.6 and above

For some services, you may also need to have the following - but don't worry we'll advise you what we need before we start.

• All valid software licences and discs relevant to your operating system
• All valid software licences and discs relevant to all applications on your computer
• All relevant licences keys
• All relevant passwords required to access devices that you request support for

For more details please see our Terms and Conditions.

Common Technical & Support Questions

I can't connect to my wireless network. Any advice?

Wireless networks usually need a kick start (called a 're-boot').  Simply turning it off and on again can do the trick, but you need to carry this out in the correct sequence as follows: Step 1: Shut down all computers on your network (PCs and Laptops). Step 2: Disconnect both your modem and your wireless router from the mains. Step 3: Wait 2–3 minutes. Plug in the modem back into the mains. Step 4: Once the lights stop flashing on the modem (this can take a minute or so), plug the wireless router back into the mains. Step 5: Wait until the lights stop flashing on the wireless router (can take 2 minutes). Step 6: Start up your computer again and try connecting to the internet. If you still can’t connect then please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page - we are standing by to come to your rescue!

I've heard that Macs don't get viruses, is that correct?

In the good old days, it was true that Mac viruses and malware were extremely rare. However, as Macs have become more popular, there are now new breeds of viruses out there specially targeted at Macs. So don't let your guard down; we recommend that you install and regularly run anti-virus software on your Mac. Viruses and malware can be transmitted via documents and email – whilst you might not get infected, you might unwittingly pass the infection on to your PC-using friends. Please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page - we are standing by to come to your rescue!

How can I protect myself against viruses and spyware?

Most people already know the advice but are often too busy to ensure it happens. You should always run the latest anti-virus and anti-spyware software and keep it updated. Take care not to click on unsolicited email links – if in doubt, bin it. Don't download any software unless you are certain it is from a trusted source. We can advise on suitable anti-virus and anti-malware software: for expert advice, please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page - we are standing by to come to your rescue!

Is my computer infected with spyware or other malware?

Malware, short for ‘malicious software’, is software designed to infiltrate a computer system without your consent or knowledge. Malware can include spyware, trojan horses, root kits, viruses and other malicious computer programs designed to gather information or cause damage. The term spyware relates to programs designed to monitor your web browsing, display unsolicited advertisements, or to forcibly redirect you to another site without be able to do anything about it. Malware can lead to all sorts of problems and can considerably slow your computer down in some cases. If you think you have spyware or other malware on your computer, please don't struggle alone but contact your local PC PAL Engineer by visiting our Find Your Local Engineer page - we are standing by to come to your rescue!

Help I think I have been infected with a virus?

The unfortunate answer is that viruses are everywhere and your computer might have one. Viruses get the blame for a lot of problems but many computer problems are not virus related. A virus is a malicious computer program that can copy itself and infect a computer. Viruses can cause all sorts of problems, which can be serious if left untreated. If you think you have a virus, get in touch and we’ll check to see if that’s the case. If you do, our Virus removal service will sort the problem out. Please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page - we are standing by to come to your rescue!

Help! My computer is running really slowly. Can you help fix it?

Over time, computers run slowly for a number of reasons. It could be that you have too many programs running in the background and you are running out of free memory (often called RAM), or spyware and viruses could be the culprits. We can get to the bottom of the problem - just get in touch for further advice. Please contact your local PC PAL Engineer by visiting our Find Your Local Engineer page - we are standing by to come to your rescue!