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How ipStore technical support works

 

The ipStore support for our customers will do its best to provide you optimal assistance for solving your DSL problem.

 

Below are a few steps on how to get the most efficient support:

 

1) Check if it is a device problem:  Please check your ISP settings first: username, password, pre-registration and availabilities of the xDSL subscription line.  Make sure that there is no network problem affecting your service.  Don’t hesitate to make a call to your Internet Service Provider first to be sure. Please note that ipStore Support doesn’t have a telephone list of ISP support helpdesks.

 

2) Use your documentation:  Did you read the manual?  Did you visit support forums?  For Thomson Gateway (SpeedTouch) products have you read the FAQs online?  Try doing this first; usually you can solve your problem by spending only a few minutes online or by looking at your user guide.

 

3) Be Prepared:  Solving technical issues requires information; the more information you can provide, the better.  Here are a few things you should have with you when making a call:

    a) Product Information:

      i. Model No., Product part No, and Serial No. (typically located on the label at the bottom of your DSL product)

    b) Software version

    c) A good description of your computer environment:  What are you using in your network?  For PC's or MACs, please be ready to provide Hardware description / OS description

    d) What were you doing when the problem occurred?

      i. Specific steps you made before the problem

      ii. Error Messages: Often you will have received an error message.  Please make sure you note this down (It can also be very useful to make screenshots of these error messages.)

      iii. With what frequency are you experiencing this problem?

4) Be ready:  We will do our best to solve your issue on the first call.  That’s why you should;

    i. ensure that it is no default ISP setting parameter, nor network problem affecting your service.

    ii. have the devices with you, have your ISP username and password settings, and be in front of your machine when calling us.

5) Driver/firmware request:  All available software is published on our main support page.  For all other software you should refer to your ISP!

 

6) RMA and warranty request:  If it is necessary to return the device after all possible support has been exhausted, then you can request an RMA by contacting ipStore support and return the unit to the address given.  NOTE: Please attach a description of the problem experienced with the unit instead of writing on the modem and/or modem box.

 

7) Purchasing order or request:  Please contact sales for price and availability.
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