Something is broken?
Start here.

1. Stay calm and stop

   Don’t keep clicking, restarting or deleting things. Note what you saw and when it started.

2. Suspect a virus or ransomware?

   Disconnect the affected computer from Wi-Fi and the network cable. Leave it powered on and don’t pay anyone or reply to demands.

3. Can’t get into an account?

   Use the provider’s official reset page. Never share passwords or codes with anyone who contacts you first.

4. Internet or Wi-Fi down?

   Check whether other devices and people are affected. If it’s everyone, restart the router once. Wait five minutes before trying again.

5. Call us

   Tell us what happened, what you were doing, and any message on the screen. We’ll tell you the safest next step.

General guidance. For anything involving patient or customer data, call us before taking further action. Please don’t send passwords or sensitive data by email or chat.