Frequently Asked Questions

Yes — around 80% of issues can be fixed instantly via our secure remote support system without needing an on-site visit.

Yes — we help recover or reset passwords for email accounts, Microsoft/Apple logins, laptops, and mobile devices.

Yes — we repair iMacs and MacBooks, including slow performance, macOS issues, battery replacement, SSD upgrades, and more.

Yes — we safely remove malware, spyware, browser hijackers, fake pop-ups, scam apps and more.

Remote support is £48.99/hour, on-site support starts from £55/hour. All quotes are free and transparent — no hidden fees. Business contracts available with discounted rates.

Our standard hours are Mon-Fri, 9am-5pm. However, we offer 24/7 emergency support (call Option 2) and can arrange weekend/evening appointments for urgent issues.

We're based in Boston and cover all of Lincolnshire including Boston, Lincoln, Spalding, Sleaford, Grantham, Skegness, and surrounding villages. Remote support available nationwide.

Yes — we provide flexible Managed IT plans that include monitoring, backups, antivirus, patching, and priority support.

Business clients receive same-day priority, with 24/7 emergency support available.

Yes — we handle email setup, migrations, security policies, user accounts, OneDrive/SharePoint and admin management.

Yes — we offer scheduled and emergency on-site support across Lincolnshire for hardware issues, servers, networks and office setups.

Yes — we help businesses migrate to Microsoft 365, Google Workspace, cloud storage, and cloud-based applications. We handle the entire process from planning to training.

Yes — we support schools and educational institutions with network management, device setup, Microsoft 365 for Education, online safety, and teacher/student support.

Our Managed IT packages include: 24/7 monitoring, antivirus protection, automatic backups, software updates/patching, remote support, priority response, and regular health checks. Custom packages available.

Tools like TeamViewer, Quick Assist, and RealVNC are commonly misused by scammers pretending to be legitimate IT companies. By building our own software, we make it significantly harder for anyone to impersonate us.

• Our software uses a two-step PIN system authenticated only through our internal staff portal — impostors cannot replicate this.
• We will never contact you unexpectedly claiming something is wrong with your computer, or show pop-ups on your screen.
• We will always contact you first from our verified phone number 01205 627240 or email [email protected].
• If someone asks you to download TeamViewer, Quick Assist, or similar tools claiming to be us — hang up immediately and call our official number.
• During rare system outages we may use Zoho Assist. We will always notify you via our official contact details first, and our website/dashboard will display a system alert confirming this. If you do not see this notice, treat the request as suspicious.

Yes — our Remote Support Software is digitally signed with an official code-signing certificate, which means Windows can verify it truly came from us before it runs on your computer.

When you run the software, Windows may show a security prompt. You can verify it is genuine by checking:

• Verified Publisher: EB IT Support LTD
• Certificate Authority: Certum (certum.pl)

If the publisher name shown is anything other than EB IT Support LTD, do not proceed — close the window and contact us immediately on 01205 627240.

EBMA (EB Managed Agent) is our remote monitoring and management tool that is installed only on devices belonging to customers on one of our managed IT support contracts.

It allows our team to:

• Monitor the health and performance of your device proactively
• Apply security updates and patches automatically
• Detect and respond to issues before they cause problems for you
• Provide faster remote support when you need it

EBMA Guard — Built-in Antivirus

EBMA includes its own built-in antivirus protection called EBMA Guard, which provides an additional layer of security for your device.

• EBMA Guard is automatically enabled when no other antivirus software is detected on your computer.
• If you already have antivirus software installed (such as Norton, Bitdefender, or Windows Defender), EBMA Guard will automatically disable itself to avoid any conflicts — so you will never have two antivirus programs competing with each other.
• You do not need to configure anything — EBMA Guard manages this entirely on its own.

Like our Remote Support Software, EBMA is also digitally signed and verified:

• Verified Publisher: EB IT Support LTD
• Certificate Authority: Certum (certum.pl)

Absolutely not. We will never ask you to open your online banking, share your screen while viewing bank accounts, or request payment via bank transfer during a remote support session.

This is a common tactic used by scammers — they gain remote access to your computer and then instruct you to log in to your bank, claiming they need to "process a refund" or "check a charge." This is always a scam.

• We never ask you to log into your bank during a session
• We never ask you to purchase gift cards or send money via bank transfer
• We never ask for your banking PIN, passwords, or card details
• All legitimate invoices are sent by email and paid through our official Support Portal

Yes — laptop repairs, PC repairs, upgrades, virus removal, screen replacements and more.

Yes — we set up printers, smart TVs, tablets, phones, and WiFi devices.

Yes — we set up smart TVs, tablets, Alexa/Google devices, smart plugs, printers, cameras and more.

Yes — we help identify scams, secure accounts, remove malicious software and teach families how to stay safe online.

Yes — we set up content filtering, screen time limits, safe browsing tools, and parental controls on home WiFi routers, computers, tablets, and phones to keep children safe online.

Yes! We diagnose and fix slow computers by removing unnecessary software, cleaning up viruses, upgrading RAM or SSDs, and optimizing your system. Most speed issues can be resolved remotely or with affordable upgrades.

Yes — we build custom gaming PCs, workstations, and home computers to your specifications and budget. We also upgrade existing systems with better graphics cards, more RAM, SSDs, and cooling.

Yes — we offer data recovery services for deleted files, corrupted hard drives, failed SSDs, and damaged storage devices. Success depends on the condition of the drive, but we have a high success rate.

Yes — we diagnose and fix weak signal, poor routers, interference, and broadband issues.

Yes — CAT6/CAT6A installations for homes, shops, offices, CCTV and WiFi access points.

Yes — we install whole-home mesh WiFi including TP-Link Deco, Unifi, and other systems for fast, seamless coverage.

Yes — we help fix broadband issues from BT, Sky, Virgin Media, TalkTalk, PlusNet and all UK providers.

Yes — all technicians who visit homes are DBS checked for safety and reassurance.

Yes — we offer friendly, jargon-free help for emails, devices, browsing, scams, WiFi and more.

Every EB IT Support engineer carries an official photo ID card and will confirm your unique personal PIN number before entering your home or business. Your PIN is set when you raise a support ticket. If an engineer cannot provide your PIN — do not let them in and call us immediately on 01205 627240 or 999 if you feel unsafe. We will never charge you for refusing entry to protect your safety.

Your PIN is automatically assigned when you raise a support ticket and is unique to each request you make with us. You'll find it included in every email we send regarding your job. You can also view it at any time via our Track My Repair portal. If you're unable to locate your PIN before an engineer visit, please call us on 01205 627240 and we'll confirm it for you.

Yes — we secure your accounts, remove malware, and guide you on next steps.

Scams often claim your device has a virus, your licence expired or ask you to install software. EB IT Support will never send pop-ups, cold-call you about viruses, or request bank details.

End the call or chat, disconnect from the internet, do not give details or grant remote access, and shut down your device if someone may still be connected.

Disconnect from the internet, shut down the device, change passwords from another device and call us or Action Fraud immediately.

We only use secure tools requiring a one-time code generated by you. We never connect without your permission or silently.

Yes — we design and build professional websites for businesses, including WordPress, custom HTML/CSS, e-commerce sites, and landing pages. Prices start from £150.

Yes — we fix WordPress, Shopify, HTML and other websites even if a different company originally built them. We handle broken layouts, hacked sites, SSL issues, and more.

Yes — we provide UK-based website hosting from £10/month including free SSL certificates, daily backups, and email hosting. Fast, secure, and reliable.

Yes — we register and manage UK and international domains (.co.uk, .com, etc.) and set up professional business email addresses like [email protected].

Yes — we clean hacked websites, remove malware, restore backups, update security, and help prevent future attacks. We work on WordPress, Joomla, and other platforms.