InHome - Technical Support Policy

Technical Support Policy for customers who sign up to InHome from 1 April 2013

Our Support Policy defines how we provide fault and technical support assistance for our products and services.

Overview

This support policy covers software that is assumed to be running on Windows XP or higher and MAC OS 8 or higher. If you are running any other operating system or the same OS in any language other than English, Our Customer Help team can only provide limited assistance specific to our services, but will not be able to guide you through the set up process, or assist with technical problems.

Modems, Routers and Access Points

Modems Supplied By Us

Unsupported Modems

Netcomm NB6 series ADSL modem/routers provided by an NZ ISP
Netcomm NP803 wireless router ADSL modem/routers with a Telecom NZ or Chorus telepermit
Netcomm NP803 Wireless Router  
Dynalink RTA Series  
Motorola Surfboard cable modem  
Cisco DPC3008  


Our Customer Help team will assist you with the above modems/router to connect to your internet connection and setup your wireless connection. This will be on a best effort basis using the standard setup instruction found on the user manual for that particular modem. In a fault situation our Customer Help team will troubleshoot with the customer using the modem LED light status and any tools available within the modem to help determine the cause of the fault. If Customer Help are not able to assist with the configuration of the modem or the fault is determined to be defective equipment or modem software, Customer Help will provide the specific settings required for the internet service and refer the you to a third party for further assistance.

Web Browsing

Windows

Apple MAC/iOS
(iPhones & iPads)

Android
(smartphones and tablets)

Internet Explorer
(6 and above)
Safari Google Chrome
Mozilla Firefox Internet Explorer Firefox
Google Chrome Mozilla Firefox Android browser


Our Customer Help team will assist the customer with the above Web Browsers to access the internet using an internet connection provided by us. We will troubleshoot Internet Options or Configuration within the browser to ensure there is no incorrect connection or proxy in use. Customer Help may guide customer to check Firewall and Antivirus. If known troubleshooting is exhausted we will refer you to a third party for further assistance.

Email Clients

Windows

Apple MAC/iOS
(iPhones & iPads)

Android
(smartphones and tablets)

Windows Mail Apple Mail Email (native email client on Android)
Outlook Express
(6 and above)
Apple mail on iPhone and iPad  
Outlook
(2000 and above)
Outlook
(2000 and above)
 
Thunderbird Thunderbird  


Our Customer Help team will assist you with the above Web Browsers to access the internet using an internet connection supplied by us. We will troubleshoot Internet Options or Configuration within the browser to ensure there is no incorrect connection or proxy in use. Our Customer Help team may guide a customer to check Firewall and AntiVirus. If known troubleshooting is exhausted we will refer the customer to a third party for further assistance.

Gaming Consoles

Microsoft

Sony

Nintendo

Xbox Playstation 2 WII
Xbox 360 Playstation 3  


Our Customer Help team can assist connecting the above gaming consoles to internet via your internet connection. Customer Help will not troubleshoot any connectivity issues with any gaming consoles if the internet connection is up and running. We will refer you to a third party for assistance with connectivity or hardware faults.