PLEASE READ THIS ENTIRE PAGE BEFORE CALLING

 

NOTE: Your Internet service provider should provide you with FREE tech support as long as your lost Internet connection is caused by something other than your computer itself.

Time Warner customers call (888) TW-Cable

Charter customers call (888) Get-Charter

Verizon high speed Internet customers call (888) 625-8111

IMPORTANT: The $30 price does NOT cover malware removal, boot problems, startup errors, blue screen error diagnosis, and other computer issues not listed below. What other problems are you having with your computer (if any)? Unusually slow startup time? Sluggishness? Strange error messages? More than half of the "lost internet connection" jobs that PCR is called upon to work on usually turn out to have bigger problems such as virus infection, Windows operating system issues, etc. Sometimes a full diagnostic + repair OR Windows reinstallation is what is ultimately required to properly fix a computer. The $30 price may be credited towards a full diagnostic + repair.

 

FIX IT YOURSELF: The VAST majority of lost internet connections are repaired by simply power cycling your modem and router, OR waiting for your ISP (Internet Service Provider) to restore problems on their end. Try this..... Turn both your modem and router off, wait 1 minute, then turn your modem back on, wait 1 more minute, then turn your router back on (if any). Test the Internet connectivity again. If the cable light on your modem is blinking then there is either a bad wired connection to your modem or your Internet service provider may have a problem on their end. If you are using cable Internet (not DSL) do not use low quality cables such as those that are sold at hardware stores. Instead use high quality cables which are usually sold at Radio Shack.

DSL modems can be fussy. If you are running DSL, call your DSL Internet service provider to see if they can troubleshoot your modem first.

What work is included at the $30 price?

Includes one or more of the following....

Repair or install network drivers

Power cycle and/or reset your router / modem

Identify faulty or incorrect Ethernet cabling

Identify faulty modem or router

Repair or configure Windows network settings

Repair DNS issues

Repair incorrect browser settings

Repair firewall settings and other firewall issues

Repair invalid or removed registry entries related to TCP and WinSock

Reset TCP stack

Winsock settings

Repair hosts file

Identify a service that is interfering with network connection, repair, disable or configure as needed

Identify if Internet Service provider's service is temporarily down

Identify network dependent services that are disabled (often a sign of a larger problem such as virus infection)

Identify if malware (viruses) is interfering with network connection (but no removal of malware at $30 price)

Reset and/or reconfigure router

 

** If none of the above solutions work then a more serious problem likely exists, which falls under the standard full repair rate.

 

YOUR QUESTION: I ran the tests described below. The tests indicate that my router and modem are working fine, and therefore I have a problem with the computer itself that is preventing me from accessing the Internet. If I drop my computer off for you to repair at your location will it matter that you will be testing its connectivity through YOUR Internet service provider and YOUR modem? No. Assuming that your modem is healthy, it should not matter. It may be necessary to bring your router in with your computer. Once a computer is fully diagnosed and repaired it should be able to connect through ANY working Internet service provider regardless of location. No special software needs to be installed. The only thing that might be required is to power cycle the modem, router and computer, or if you are using Verizon DSL it may be necessary to call your provider to make certain certain router adjustments. Therefore PCR can troubleshoot and repair your computer in-shop.

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Before you call you may wish to run these helpful tests which can help determine what device is not working properly (modem, router, or computer).

 

Running these tests should not damage your computer in any way. By following the instructions below you agree that PCR is not liable for any damage that you may cause to your computer, data, peripherals, router, modem, etc.

 

In the bottom left hand corner click the START button > then click "RUN" > then type the letters "cmd" (without the quotes) then click "OK". Note: For Windows Vista or Windows 7 right click and select "Run as administrator".

 

 

This will cause a black "command prompt" window to open up. Next type "ping Google.com" (without the quotes and with a space after the word ping) and then press the "Enter" key on your keyboard...

 

 

If this test reveals "Lost = 0 <0% loss>" (as shown in the picture above) then your modem, router and computer hardware (NIC) are almost certainly working fine. This indicates that you have a software problem (related to your computer) and PCR can fix this problem for you. The only question is whether it is a simple $30.00 connectivity problem or a $100.00 repair problem (full diagnostic + repair).

 

 

ABOVE LEFT: A router                          ABOVE RIGHT: A modem (usually provided by your Internet service provider)

 

If the above test fails (example: "Ping request could not find host Google.com" or "Lost = 4 <100% loss>") then try bypassing the connection through the router. Instead connect the Ethernet cable (that runs out of your computer) directly to the modem (thus bypassing the router). Note the results.

 

If you are using a router, then try connecting another (healthy) computer to the router using the same Ethernet cable and connection point on the router.  Will this other computer connect to the Internet without problems?  Note the results.

Then connect this other computer directly to the modem.  Will it connect to the Internet? Note the results.

 

 

QUESTION: What is a router? A router essentially allows you to connect multiple computers into one modem.

QUESTION: What is a modem? A modem is that box that your Internet Service Provider gave you which allows you to connect to the Internet.

 

 

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