Frequently Asked Questions

hugmypc is a fully mobile, road-warrior operation - we don't have a physical shopfront on the Gold Coast. We come to you. Whether you're at home, at your small business, or in a retirement village, we bring everything we need directly to your location. We also offer remote support for issues that can be resolved online, so there's never a need for you to travel anywhere.

We service the entire greater Gold Coast region - from the northern beaches and Southport down through Robina, Varsity Lakes, Burleigh, and all the way to Coolangatta. We also cover Palm Beach, Hope Island, Coomera, and surrounding suburbs. If you're just outside the area, give us a call and we'll do our best to accommodate you.

We work with a broad range of customers including home users and families, seniors and retirees, retirement villages and aged care facilities, small and medium businesses, and hospitality venues. We're known for being patient, friendly, and jargon-free - no matter your level of tech experience, we'll meet you where you're at.

Yes. hugmypc is a registered Australian business trading as HUGMYPC (ABN: 29 642 885 383), based in Varsity Lakes, QLD 4227. We're a legitimate local business - not a call centre or overseas operation.

You can book online using our booking form, call us directly on 07 3522 2896, or send us a message. We'll review your request and get back to you within 2 hours (during business hours) to confirm your appointment and discuss your needs.

You'll receive a confirmation email straight away. We'll then review your request and contact you within 2 hours to confirm the appointment time, discuss the details of your issue, and provide a clear estimate before any work begins.

We aim for same-day or next-day appointments for urgent issues. For standard bookings we typically schedule within 2-3 business days. If your issue is time-critical - for example a business down scenario or a severe virus infection - let us know and we'll prioritise your request.

Absolutely - life happens! Just contact us as soon as possible and we'll reschedule at no charge. We appreciate at least 24 hours notice where possible, but we're flexible and will always work with you to find a suitable time.

Not much! Just make sure you have access to the device or area we'll be working on. For computer issues, having any passwords or account information handy is helpful. We'll bring all necessary tools and equipment. If there's anything specific we need, we'll let you know when we confirm your booking.

No. We never ask for payment information upfront. Our booking form is simply to schedule your appointment and describe your needs. Payment is only required after the service is completed to your satisfaction.

We handle a wide range of tech issues including slow or crashing computers, virus and malware removal, Wi-Fi and network setup, printer problems, email and cloud account setup, device configuration (phones, tablets, smart TVs), data backup and recovery, and general tech advice. If it's technology-related, chances are we can help.

Yes - we support both Windows PCs and Apple Mac computers. We're equally comfortable with macOS and Windows, and we can help with hardware, software, networking, and peripherals for both platforms.

Absolutely. We help with setup, configuration, troubleshooting, and training for both iOS (iPhone/iPad) and Android devices. We can help with email setup, app installation, account linking, backups, security settings, and general usage guidance. We don't perform physical repairs (like cracked screens), but we can refer you to trusted local repair services.

If we determine that your device is beyond economical repair, we'll be honest with you and explain your options. You'll only pay for the diagnostic time, not for a fix that didn't work. We can also help you choose a replacement and migrate your data to a new device.

We offer both. Most of our customers use us on an as-needed basis, but we also offer ongoing support packages for individuals and businesses who want regular maintenance, priority service, or peace of mind knowing we're on call.

We charge based on the actual time spent solving your problem, billed in 30-minute blocks after the first hour. Before we start, we'll give you a clear estimate based on your description. If the job takes longer than expected, we'll always let you know before continuing and get your approval first.

No hidden fees, ever. Our pricing is completely transparent. Travel within the Gold Coast area is included. Any additional costs for parts, software licenses, or equipment will always be discussed and approved by you before any charges are applied. What we quote is what you pay.

Payment is taken after the work is completed to your satisfaction. For residential customers, payment is due on the day. Business clients can be invoiced with NET 7-day payment terms by arrangement.

We accept all major credit and debit cards via tap-and-pay or chip and PIN, bank transfer, and cash. We do not require any payment upfront - you only pay once the job is done and you're happy with the result.

No - all quotes are completely free with no obligation. We'll assess your needs and provide transparent pricing. You're always free to accept or decline with no pressure and no charge for the quote itself.

Yes! All new customers automatically receive 15% off the labour costs of their first service. The discount applies to any of our service tiers and is automatically applied to your final invoice. This offer is for new customers only and cannot be combined with other promotions.

We charge the same hourly rate for both remote and on-site support. However, remote support is often faster to resolve simpler issues, so the total cost is frequently lower. We'll always recommend the most cost-effective approach for your situation.

Remote support allows us to connect to your device securely over the internet and fix issues without needing to visit you in person. We use industry-standard remote access tools where you grant us permission to connect. You can watch everything we do on your screen in real time, and you remain in full control - you can end the session at any time.

Many software-related issues can be resolved remotely - including virus and malware removal, software installation and configuration, email setup, cloud account problems, slow performance, Windows updates, and general troubleshooting. Hardware faults, physical repairs, or network cabling obviously require an on-site visit.

Remote support is for our Gold Coast clients. We offer it once we've done at least one on-site visit, so we already know you and how your setup is put together. If you haven't had us out yet, start with an on-site visit and remote support is available from then on.

Your security is our priority. Remote sessions only start when you initiate them and explicitly grant access. The connection closes the moment the session ends, and we never retain persistent access to your device. If you ever feel uncomfortable, you can close the session instantly at any time.

hugmypc is a registered Australian business (ABN: 29 642 885 383). We never cold-call customers, never request remote access unsolicited, and never ask for payment via gift cards or cryptocurrency. All contact is initiated by you through our website or a direct referral. If someone contacts you claiming to be from hugmypc without prior arrangement, please treat it with caution and contact us to verify.

We only access what's necessary to diagnose and resolve your issue. We treat your data with strict confidentiality and never copy, share, or retain your personal information. Our full privacy practices are outlined in our Privacy Policy.

Yes - this is unfortunately very common and we can help. The most important steps are: disconnect your device from the internet immediately, do not transfer any more money, and contact your bank if payment was made. Then contact us to assess your device for any malicious software that may have been installed. You should also report the scam to Scamwatch.

Wi-Fi installation is quoted, not charged hourly. We do a free on-site assessment first - walking the property, checking distances and line of sight between buildings - then give you one fixed price covering hardware, installation and labour. You know the full cost before anything starts, and there are no hourly surprises.

Yes, and it is one of the jobs we get called out for most. For separate buildings we usually install a point-to-point wireless bridge, which creates a dedicated link between two antennas that can see each other. It reaches much further than a Wi-Fi extender and does not need a trench dug across the property.

It is a pair of small directional antennas, one on each building, forming a dedicated wireless link between them. Where a mesh node broadcasts in every direction, a bridge focuses its signal at a single target, so it holds a stable connection over hundreds of metres. It is the standard fix for acreage properties, sheds, workshops and granny flats.

Yes. We design and install mesh Wi-Fi across the whole property rather than relying on a single router in one corner of the house. We work with TP-Link, Ubiquiti, Netgear, MikroTik, Draytek and ASUS, and we pick the hardware to suit the property rather than selling the same brand to everyone.

Yes - acreage and Hinterland work is a speciality. Properties around Tamborine Mountain, Canungra, Springbrook and the surrounding hills have distance, terrain and tree cover to contend with, and many run on NBN Fixed Wireless or Starlink. We survey the property first so the design accounts for all of that.

Absolutely - that's exactly why we exist. We specialise in making technology accessible to everyone, regardless of experience. We'll set everything up, explain how it works in plain language, and make sure you're comfortable using it before we leave. We also offer follow-up support if you have questions later.

We work with most major smart home brands including Google Nest, Amazon Echo (Alexa), Apple HomeKit, Philips Hue, TP-Link Kasa, Ring, Arlo, Eufy, and many more. We can also help integrate devices from different brands so they work together seamlessly in a single ecosystem.

Yes - we have extensive experience working in retirement villages and aged care facilities across the Gold Coast. We understand the unique needs of residents and management, and we're known for being patient, respectful, and thorough. We can set up everything from smart TVs and voice assistants to security cameras and automated lighting.

Yes. We can diagnose and resolve issues with existing smart home devices - including connectivity problems, app configuration, firmware updates, and integrations that have stopped working. In many cases we can fix these remotely, saving you time and cost.

That is our standard approach. We consolidate your devices onto Home Assistant, a private hub running on hardware in your own home, so automations run locally rather than being routed through servers overseas. Your lights, blinds and sensors keep working whether the internet is up or not, and you are not depending on a manufacturer keeping their servers online.

Mainly Zigbee, Thread and Matter - open standards that let devices from different manufacturers work together and keep running without an internet connection. If you already use HomeKit, Alexa or SmartThings we bridge those in as well, so nothing you have already bought goes to waste.

Sometimes, and we will tell you honestly at the assessment. A lot of smart home problems turn out to be coverage problems rather than device problems. Where that is the case we would look at mesh Wi-Fi installation first, because adding more devices to a network that is already struggling only makes it worse.

We primarily support small and medium businesses (1-50 staff), including retail, hospitality, professional services, and trades. We tailor our support to your size and budget - you don't need an enterprise-level contract to get professional IT support.

Yes. Our Ongoing Support Retainer is $650/month and covers proactive management - router and mesh firmware, security updates, Home Assistant backups, automation tweaks and new devices configured - plus priority scheduling and remote support for quick fixes. There is no lock-in contract.

Yes - we can help with cloud migrations including Microsoft 365, Google Workspace, cloud backup solutions, and moving file storage to platforms like SharePoint or Google Drive. We'll plan the migration to minimise downtime and make sure your team knows how to use the new tools.

After-hours and weekend support is available for business clients by arrangement, particularly for urgent or business-critical issues. This is best discussed when setting up a support agreement so we can accommodate your business hours.