• You may be prompted to leave a voicemail or a message. A support technician will get back to you as soon as possible. (TIP: Save the contact information to your phone and email contact list)

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• You will be asked for your name and address to verify your account.

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• You will connected with a technician that is an expert in the hardware in your home and how that hardware operates. You may be asked to describe the specifics of your installation, ie. if the devices in a cabinet in another room. 

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• At this point different issues will have different remedies:

  • Some issues can be resolved with remote support and very little intervention.

  • Some issues will involve guiding you through steps to help solve issue, like rebooting equipment upon instruction. 

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• The technician will either guide you to a resolution or escalate the ticket to the Elite team. (Please note escalated tickets are responded to during business hours, Monday through Friday.)