Calling for Technical Support

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Before You Call

Check to make sure that your problem isn't already documented in the Knowledge Base before calling for technical support. Don't waste your free call getting an answer that's available online!

The MegaPhone Company provides technical support to our registered customers. Proof of registration consists of the serial number purchased along with the corresponding Technical Support PIN number. In addition to unlimited access to web-based support resources, registered customers receive one free telephone-based support incident for each product purchased. Subsequent technical support incidents will be billed to your credit card at $35 per incident. A support incident consists of a single question and its resolution, regardless of how long the follow-up takes.

When To Call

Telephone technical support is available Monday to Friday 9:00am to 6:00pm Pacific Time except on major holidays.

Preparing for your Call

You should be in front of your computer with everything configured to reproduce the problem that you're encountering. You should write down the following information before calling:

  • The make and model of your computer
  • A list of peripherals attached to your computer
  • The operating system version you have installed
  • The version of MegaPhone or PhonePro you're having problems with
  • The modem driver and firmware version numbers
  • The text of any error messages that have appeared including any location numbers or error numbers
Macintosh users should create a complete Apple System Profile report and print it out.

Please have the following items ready:

  • The Serial Number for the product you're having problems with
  • The associated technical support PIN number
  • The installation CD for your operating system software
  • The manual, CD, and packaging (if any) for your modem
  • A pen and paper for taking notes

We cannot accept calls from anyone who does not have a valid serial number and the associated technical support PIN number.

If this is not your first call for technical support please have a Visa or Mastercard credit card ready.

Place the Call

Our current technical support phone number is +1(408)884-1980.

The next available technical support representative will take your call and ask for your serial number and PIN. If you have already used your free technical support incident for this serial number you will be asked for your credit card information. There is a $35 charge for each incident. However, if we determine that the problem is the result of a bug, we will waive this fee and your credit card will not be charged.

We may not be able to resolve the problem during your first call. If necessary we may ask you try something and call us back or we may need to research a problem and follow-up with you. The $35 fee covers the entire incident as long as it takes to resolve. However, it does not cover other, unrelated incidents that may arise while the first incident is being resolved.

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