How does remote support work?

Remote support lets our team see your screen and fix things for you, without anyone needing to visit. It's often the quickest way to sort a problem.

How it works

1. We'll always ask first. Before we connect, we'll check it's a good time, usually by phone, WhatsApp or a reply to your request.
2. We connect. Your computer is already set up for us to connect, so there's nothing for you to download, install or type in.
3. You'll see we're connected. A notice appears on the right-hand side of your screen while we're connected, so you'll always know when we can see your screen.
4. We fix the problem. You can watch what we're doing, and we'll talk you through it if that's useful.
5. We disconnect. When we're done, we'll let you know and the notice disappears.

Is it safe?

Yes. Only our team can connect, and we'll never connect without asking you first.

Scammers often pretend to be IT support to get access to computers. To stay safe, remember that we will never:

• ask you to download or install anything so we can connect
• ask you for a code, password or verification number to connect
• call you out of the blue saying there's a problem with your computer and asking to connect

If anyone asks you to do any of these, even if they say they're from Saunders Networks, don't do it. Hang up and contact us on +44 20 4570 7149 to check.