How can we help?
Pick the topic that sounds most like your problem and we'll walk you through it, one step at a time. No question is too small.
Setting up my laptop
Just opened the box? We'll walk you through turning your laptop on for the first time and getting Windows ready, one screen at a time.
Start the setup guideConnecting to the internet
Find your Wi-Fi name and password, connect your laptop step by step, and fix the most common connection problems.
Open the internet guideHelp with something else
A different problem, or just not sure where to start? Send us a message and a real person from our team will help you out.
Ask us a questionQuick fixes for common problems
Most problems have a simple fix. Try these steps in order.
My laptop won't turn on
- Plug the charger into the wall and into the laptop, and check the power point is switched on.
- Leave it charging for 30 minutes. The battery may be completely flat.
- Hold the power button down for 10 seconds, let go, then press it once more.
My laptop is frozen or very slow
- Wait a minute or two. It may be busy installing updates.
- Restart it: click the Start button (the Windows logo at the bottom of the screen), click the power icon, then Restart.
- If nothing on the screen responds, hold the power button down for 10 seconds to turn it off, then press it once to turn it back on.
I can't hear any sound
- Click the speaker icon in the bottom right corner of the screen and check the volume isn't muted or turned all the way down.
- Try the volume keys on your keyboard. They have small speaker symbols on them.
- If you're using headphones, unplug them and plug them back in.
I can't connect to the internet
- Click the globe or Wi-Fi icon in the bottom right corner of the screen, next to the clock.
- Make sure aeroplane mode is off, then choose your Wi-Fi network and type the password exactly. Capital letters matter.
- Still not working? Our step-by-step internet guide covers everything, including modem restarts and phone hotspots.
Common questions
Where is Microsoft Word?
Your laptop doesn't come with Microsoft Office (Word, Excel, and PowerPoint) installed. You can use them for free in your web browser: go to office.com, sign in with your Microsoft account, and everything you write is saved online automatically.
Do I need to pay for anything?
No. Your laptop is yours to keep, and Windows is already installed and ready to go. The only thing you need to arrange yourself is an internet connection, such as home Wi-Fi or mobile data.
How do I keep my laptop safe from viruses?
Windows comes with built-in protection called Windows Security, and it is already switched on. Just restart your laptop when it asks to install updates, and never share your passwords with anyone who calls or emails you unexpectedly.
What if my laptop asks to update?
Updates are normal and keep your laptop safe. Let them run, keep the charger plugged in, and don't turn the laptop off while it says it is updating.
Still stuck? We're here to help
No question is too small. Fill in the form below and we'll walk you through it.