Open up a Trouble Ticket to report problems with your StarTouch Internet connection, email problems, etc.

BEFORE you open your trouble ticket, please consider these items below which are the most common issues with connectivity being lost:

1. Your router may need to be rebooted (turned off and then on again) especially in the case of a power surge or power outage to re-establish its connection. NEVER REBOOT STARTOUCH RADIOS UNLESS A TECHNICIAN HAS SPECIFICALLY ASKED YOU TO DO SO!

2. Disable all cordless phones that may be on a competing frequency and causing your phones to have intermittent outages. Even if the phones are not in use they can send out an interfering signal. Some phones will bounce from one frequency to another, causing unpredictable outages. You may need to replace your phones with phones on a different frequency. We recommend only using the 5.8 frequency.

3. In the case of slow connectivity, remember that your own internal LAN (local networking within your home) may be the cause, as well as computer viruses, etc. You will be assessed an $85.00 truck-roll fee if the problem is found to be at your end, and not a StarTouch connection issue.

4. If you have Norton Anti Virus software on your computer, we recommend disabling it and trying to connect. Norton Anti Virus will sporadically cause your connection settings to be lost and emails to get "stuck" when it downloads its updates, or finds a file it doesn't trust and won't allow it to be downloaded. Alternative sources of computer virus protection are recommended.

 

 

LIVE TECHNICAL SUPPORT:

If you have problems with your Internet connection, please contact our offices to open up a trouble ticket at (360) 543-5679 or (425) 609-8521 during our normal business hours which are Monday through Friday from 8:30 a.m. until 4:30 p.m. Please select the extension for technical support.

“After-Hours” support is available from 4:30 p.m. to 8:00 p.m. , Monday through Friday at no charge. Simply call our offices at the number above and your call will be forwarded to our live answering service, and then patched through to the technician on call. This service is for emergencies only and to report Internet Outages.

If your company has purchased a Service Level Agreement (SLA), you are entitled to support 24 hours per day, 7 days per week.

Support is available for all customers without SLA's after 8:00 p.m. on weekdays and during the weekend. This is billable by credit card in advance at $45.00 per trouble ticket.