Planet Connect offers technical support for our network 24/7/365 via telephone on our main business line. When you call our main phone number, select option 1 for technical support. If your call is during normal business hours, you will reach our in-house staff. When the technician answers he will ask you to do some simple checks on your wireless equipment. If those checks determine what the problem is, you may be given instructions on how you can fix the issue yourself. For exmaple, a cable may not be making a good connection or your system may need to be re-booted. If we cannot determine what the problem is the technician will set up a service ticket, which may require a call to your location by a field technician. The field technician will contact you to schedule a service call appointment as soon as possible. (Fees may apply)
For technical support outside our normal business hours of Monday through Friday 9:00 AM to 5:00 PM, we have contracted with an offsite support desk to assist with any issues you may have. This helpdesk can access our system and can help you resolve many common problems. If they are unable to resolve the issue they will put in a service ticket which will be addressed by our in-house staff on the next possible business day.
Please bear in mind that you are receiveing your service via electronic devices which occasionally fail. Your equipment comes with a one-year warranty from the manufacturer and will be re-installed and replaced by Planet Connect at no charge to you prior to the expiration of the warranty period. Equipment failure after the warranty period is subject to replacement equipment and service call charges. Equipment failure is beyond our control and is not be a reflection of the service provided by Planet Connect.