Guided assistance
Work directly with a KernWi-Fi technician while the problem is being investigated.
Customer Support
Remote Assistance
Connect with the KernWi-Fi support team for guided troubleshooting and technical assistance.
Remote Assistance allows a KernWi-Fi technician to help investigate a technical problem while working with you. Only start a session when you are expecting assistance from KernWi-Fi or have been asked to connect by a member of the support team.
How Remote Assistance Works
Help while we work with you
Remote Assistance can help the KernWi-Fi support team investigate software, configuration, connection and service issues more efficiently.
Clear communication
The technician can guide you through the support process and explain any actions required during the session.
Customer control
Only start the Remote Assistance application when you are expecting support from KernWi-Fi.
Before You Begin
Prepare for your support session
A few simple checks will help make the Remote Assistance session easier to begin.
- 1
Contact KernWi-Fi
Open a support ticket or speak with the KernWi-Fi support team before starting a session.
- 2
Save your work
Save open documents and close applications that are not relevant to the support request.
- 3
Open Remote Assistance
Continue to the current KernWi-Fi Remote Assistance service when requested by the technician.
- 4
Follow the instructions
Follow the connection instructions provided by the KernWi-Fi support team.
Remote Support Application
Start Remote Assistance
Continue to the current KernWi-Fi Remote Assistance page when requested by a member of the support team.
The final direct Windows support-client link will be added after the currently supported customer download is confirmed.
Customer Control
Only connect when you are expecting support
Confirm the request
Only begin a session after contacting KernWi-Fi or when a KernWi-Fi technician asks you to start Remote Assistance.
Close private information
Close private documents, messages and applications that are not relevant to the support request.
Stay with the session
Remain available while the technician investigates the problem and follow the instructions provided.
Unexpected support request?
If you receive an unexpected request to install remote support software or provide connection details, do not proceed. Contact KernWi-Fi directly on 1800 314 638.
Other Support Options
Choose the right support pathway
Remote Assistance may not be required for every request. Check service status or send the team details through My KernWi-Fi.
Network Status
Check for current service or platform status information.
Check Network StatusOpen a Support Ticket
Send the support team information about the problem and review existing requests.
Open a Support TicketCall KernWi-Fi
Speak with the KernWi-Fi team about the support request.
Call 1800 314 638