FAQ

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Firstly we have to determine what’s “wrong” with your home network.  To do that we will perform an in-home assessment.  We do charge you for this part of the service.

The initial assessment will allow us to determine where your WiFi problems are, provide you with a report on your WiFi’s current state and advise what needs to be done to fix your WiFi.

If you then decide to have us fix your WiFi, and we are unable to, then there is no further charge to you for the work that was performed after the WiFi initial assessment.

OK, you got us, we don’t just fix WiFi.  We fix your WiFi, your home (wired) network, your devices’ network connections and your Internet/NBN connection too.

We use the generic term “WiFi” (Telstra are using this term generically too lately) because most normal people non-IT nerds are understandably unsure of the difference between ethernet, WiFi, Internet, FTTN/FTTC/FTTP NBN, Wireless Broadband and ADSL … and really, who wouldn’t be?

Most of our clients just want their Zoom meetings to work and their Netflix to stream without stuttering … it’s not a lot to ask … and that’s where we come in.

We charge a flat rate of $80 per hour with a minimum charge of one (1) hour.  Additional time is charged in blocks of 15 minutes at $20 per block.

Senior Australians receive a 25% discount on our flat rate bringing your rate down to $60 per hour with a minimum charge of one (1) hour.  Additional time is charged in blocks of 15 minutes at $15 per block.

We normally do not charge for travel time unless our combined “to the premises/from the premises” transit time is greater than one (1) hour.

If we do need to charge for travel time then it is billed at $10 per 15 minute increment (i.e. $40 per hour).

We are currently based on the south side of Brisbane in Loganholme.

For our South East Queensland-based clients, we usually service from the inner northern suburbs of Brisbane to the northern suburbs of the Gold Coast … think Enoggera to Pacific Pines.

We also journey to the Cooloola Coast region weekly to service our clients in the Tin Can Bay, Cooloola Cove, Wallu and Rainbow Beach areas.

We can travel further afield if requested but, generally speaking, this tends to incur a travel time charge.  See our “What will your services cost?” FAQ above.

As some issues do not require a site visit,  we also offer remote support services via the TeamViewer QuickSupport application.  The remote support service is particularly useful for quickly fixing router configurations or network client device software issues, regardless of our client’s physical location.

For the average-sized home an initial assessment usually takes about an hour to complete. Larger homes, obviously, may take longer.

An initial assessment could take up to two (2) hours to complete, depending on the client’s specific requirements, but this is not a common occurrence.

  • We talk to you about the problems your are experiencing.
  • We test your Internet connection and assess its performance.
  • We ascertain the number of network-connected devices around your home.
  • We measure your WiFi reception and speed in various locations around your home.
  • We note competing WiFi networks in various locations around your home.
  • We prepare a report documenting the findings of our assessment.
  • We advise you as to what can be done to rectify the problems you are experiencing.

Yes, we can.  

We carry sufficient networking equipment with us to demonstrate, in your home, how your WiFi/Internet access could be improved.

Whether it is the relocation of your existing modem/router, the addition of wireless access points (WAPs) or implementing a mesh, we can show you how it will perform.

You may have to put up with the minor inconvenience of a few network cables running along your floor for the duration of the demonstration though.

No, not usually, but read on …  

We are perfectly happy to recommend the right equipment for you to buy and point you to a good place to buy it from.

If you’d rather that we did all of the grunt work of ordering and collecting the required equipment then we are happy to do so at a reasonable additional charge.

However the required equipment is sourced, we will be happy to install and configure your new equipment for you.

In case you’re wondering, there are two (2) reasons we usually don’t supply/sell networking equipment:-

  1. We are not resellers and we don’t believe in “marking up” product that we would buy from the same retailer as you could.
  2. The warranty on the equipment you purchase is directly between you and the retailer/manufacturer.  This way you are not beholden to us should you need to make a warranty claim.

Yes, we can (most probably) do that for you.

Firstly, we’ll due some due diligence on the kit you have purchased to make sure we can be of assistance. We will let you know in advance if we feel you would be served better contacting another firm with specialist knowledge in your particular equipment.

We will charge our standard, flat hourly rate to install and configure your equipment for you.

Obviously, if the equipment that you independently purchased, i.e. not on our recommendation, doesn’t work or is not “fit for purpose” we can not be held responsible and the “we fix it or it’s free” policy will not apply.

No, we do not install network cabling to your wall cavities, roof space, etc.

There are a multitude of electricians and data cabling specialists who are ACMA registered/certified cablers. These cabling experts are much better skilled, practiced and equipped than we could ever hope to be in performing the dark and dusty art of cabling routing and installation.

Should the installation of network cabling be necessary then we are happy to organise this for you at a reasonable additional charge.

We have chosen to specialise in working with residential clients as they seem to be the most in need of a reasonably‑priced networking support service.

We do service small-business clients as their needs are very similar to residential clients.

Our aim with residential clients is to fix the problem, there and then. We wouldn’t anticipate seeing you again until you change your Internet provider, move house, etc. We are not looking to turn you into a cash cow.

Larger commercial clients are already well-served by the Managed Service Provider (MSP) firms or in-house IT departments. Generally speaking, larger businesses require ongoing, regular service and maintenance with service‑level agreements (SLAs) in place and that is not our target demographic.