Frequently Asked Questions
HELP!!!...

Below are the most commonly asked questions by our customers, broken down into categories. Many computer related problems can be fixed manually by you...

Websites

What is a domain name?

A domain name is a unique address that can be used to find your business on the internet. It’s what you see in the address bar after the “www.” in your web browser and it’s what comes after the @ sign in an email address. For example, willcoxmedia.net is a domain name, as is google.com or bbc.co.uk. The last part (.com / .co.uk) determines what your business type is. Most businesses in the UK will have .co.uk domain names (standing for a company in the UK), whilst larger organisations may opt for .com (commerical). Non profit organisations often use .org (organisation). A domain name doesnt cost much, in the region of £10 a year. We can register one for you, and also advise you what domain name would be best for your business. For example, if you are a florist, then there is no chance the domain name florist.co.uk will be available, but you may find that florist-in-barnstaple.co.uk is available. Once a business owns a domain name, it's theirs for life as long as they pay the annual renewal fee.

What is web hosting?

Web hosting is simply a server somewhere in the world that stores your website and emails. This server will be on 24hrs a day, 7 days a week, so that if anyone wants to access your website, it will always be available. Hosting packages vary in price depending on the size and type of website that you have, and also the number of email addresses you require. Visit our web hosting page for further details.

How much does a website cost?

It very much depends on the size of the website, and what you need that website to do. WillcoxMedia only designs unique and original websites, making your business totally individual on the web. Therefore the lowest price we can charge for such a service is £400. However, our typical website costs in the region of £850, up to several thousand for the top-end web designs. Contact us for a quotation.

So what are these "free" websites like?

They advertise them on the TV now. So what is a "free" website? Its basically a template, that can be used by anyone, and has no doubt been used by thousands of companies. Therefore your website looks the same, feels the same, and basically IS the same as lots of other businesses. In addition, if you use one of these free website creation tools online, then its quite likely that you will not own your own domain name, making it increasingly difficult for people to find you. It can also look a bit unprofessional having a weird web address, like bobthebuilder.website4532234.1and1.com. Try putting that on your business cards! With that said, there is a time and a place for free websites, but for people who are serious about getting their business online, it's really not the way to go. It's "free" for a reason.

Can I edit a website designed by WillcoxMedia myself?

Yes, we offer several solutions. Firstly, there is CMS (Content Management Systems) which we can install on any website. This will allow almost anyone with basic computer skills, to be be able to change text and add pictures, without breaking the website! Any changes you make are live on the internet instantly, so you can view your results straight away. If you are not happy with what you have done, there is a undo button which lets you roll back to a previous version, so it really is a clever piece of kit. The price of the CMS ranges from free to a small monthly fee, and can take anywhere from 1hr (on a small website) to 5hrs (on a large website) at a cost of £35 per hour. Also if you have a website designed by another company, we can also install CMS for you.

Can WillcoxMedia manage my website (editing or making additions to my website)?

Many of our clients choose to have their website managed by us, and we charge the usual £35 per hour fee. Quite a lot of changes can be made in 1hr, so its always a good idea to make several alterations in one go.


Online Marketing

How do I get visitors to my website?

Marketing your website takes time and commitment. Firstly, put your website address everywhere. On your business cards, letter headed paper, adverts, emails, even on the side of your company car or van. The next step is to market your website online, and usually the way to do this is via a specialist online marketing company, such as WillcoxMedia. Your budget determines what can be achieved and in what timescales, but its amazing what can be done with even £100.

What is SEO?

SEO stands for Search Engine Optimisation, which is the art of building a website that is well received by the major search engines, such as Google and Yahoo. There are so many ways to do this, and there are so many vital factors. Page titles, page names, text content, image names, keywords, navigation, networking... its all one big jigsaw. Thankfully, Devon is a relatively small catchment area when it comes to marketing online, so its highly likely that we will be able to get your website appearing quite highly for searches such as "accountant in devon" or "lawyer in barnstaple". Speak to us about how we can help you market your business online. To get the best results, usually we would formulate a strategy that will run for several months (some run continuously).

Can you define PPC?

PPC is Pay Per Click advertising. Its a shortcut method of appearing highly in the search engines. The upside is that it yields instant results, and can immediately increase sales or revenue. The downside is that it can become quite expensive, costing your business from 50p to over £5.00 per person that visits your website. The larger budget you have, the more "clicks" you will receive. WillcoxMedia is an established expert in managing Google Adwords accounts, and other pay per click campaigns, charging our normal hourly rate of £35. We will normally run a PPC strategy alongside SEO, with the long term aim being to reduce PPC (therefore reducing your costs) whilst increasing your website's natural search engine ranking.

What is Social Networking, and how can it help my business?

I'm sure you have heard of Facebook, Twitter, Wordpress and LinkedIn. They are all forms of social networking. Some use them purely for pleasure (keeping in touch with friends, meeting new people, keeping up to date with the news etc etc) whilst others use them to market their business. The idea of using Twitter and Facebook as a social networking tools is to post interesting news and features about your company. People who then read the article and clicked the “follow” icon, will get this information on their own Twitter and Facebook “news feeds”. Ultimately, it draws traffic to the site, because if they find the news item interesting, they will click the link and visit your website. Its the best way of drawing repeat visitors to your website. Without social networking, how would anyone know that your website has changed, or that you are offering a special price on something? WillcoxMedia can establish Social Media networks for you, and even post news items if you prefer, but in most cases, once up and running, you will be able to manage this yourself. Our charge is £35 per hour to set this up for you.


Internet Support

I've ordered broadband internet but I don't know what to do next!!!

Your provider will send a box (a router) in the post. This needs to be connected to your phone line using an adapter/filter so that both your phone and the router can be connected to the same line. You will then need to install the software that comes with the box, and enter any username and password that they will have provided. Your internet provider (BT, Sky etc) will not do this for you. If you want them to come, they will charge you in excess of £50. We charge a set fee of £35 for broadband installation in North Devon.

My internet connection has stopped working. What can I do?

In some cases, simply turning your router off for 30 seconds, and then back on again, seems to solve the problem. However, it can be more complicated than this. There are a number of reasons why your internet connection may not be working, from incorrect passwords to annoying viruses. Call us on 01271 321222 and we will try to help.

Why is the internet running so slowly?

In some cases the issue is a simple one to resolve. It could be a fault in your set up, or a problem with your internet service provider, but there could be something more sinister going on in the background, such as viruses, adware, spyware and trojans. We charge £30 per hour to come out and fix these problems, with 95% of issues being resolved within the hour.

What are viruses, trojans, spyware & adware?

They are an internet user's worst enemy! Whilst you are innocently surfing the web, malicious websites attempt to install viruses in clever ways. For example, a warning might pop up on your screen informing you your security software has found a virus and you need to "click" to remove it... when in fact, in reality, when you "click" you actually install the virus onto your system! Adware is a little program that watches what websites you visit and then attempts to sell you things by popping up adverts all over the place. It can drive you crazy! Spyware attempts to extract personal data from you, such as names, email addresses, passwords, date of birth, credit card numbers etc etc. Its not just when browsing the web that you need to be careful. They can also be installed on your system via your email. We can remove these issues, and set up preventative measures to stop it happening again. We charge £30 per hour to remove viruses. In some cases, it is more efficient for us to take the computer back to our offices. This allows us to run checks on it whilst we do other work, meaning that your costs are less. However, there will be times when certain viruses just simply cannot be removed. In this case, we can discuss other options with you, such as backing up your personal files and completely wiping your system.

Is my internet connection secure? Can other people use it?

Pretty much all internet providers will send you a wireless router as part of your contract. This router should already have its own ID and password, which is usually printed on the router itself. Theoretically this means your connection is safe from others. However, its sometimes a good idea to change the password to something more secure. We can help you set up a wired or wireless network that will be reliable and secure. The charge for this service is £35 per hour.

I need help now! How quickly can WillcoxMedia come out and fix these issues?

If you live in North Devon and we are not already working out on location, we will aim to be at your property or business within a couple of hours. You can call 01271 321222 or the mobile on 0777 250 4922. For non-urgent enquiries, please use the contact us form.


PC Performance

Why is my computer running so slowly?

When you first buy your computer or laptop, is runs like a dream. A year on, and it really starts to slow down; two years on, and it can become almost unusable. This could be for a number of reasons. Typically you will have too much clutter on your hard drive, which slows the system down, and takes longer for your computer to access your files and programs. Or it could be a virus, or incorrect drivers for your hardware. If performance cannot be improved, the next step is for a memory upgrade, therefore increasing your computer's ability to "think" and act quickly.

My computer is taking forever to start up!!!

This is nearly always down to the number of start-up programs you have. Many software companies want their programs to load as soon as you turn on your computer, so that you use them more. This means that more and more programs try to load up, and bog down the entire system. We have seen computers taking 30 minutes or more to start functioning normally following start up procedures. We can control which programs do and don't load when you turn on your computer. Most of the programs that load up, you simply do not need!

What other ways are there to speed things up?

We can increase your computer's memory and/or install a new hard drive.

What are the costs involved in having WillcoxMedia assist me or my business?

We charge £35 an hour to get your computer up and running properly. However, particularly stubborn PC's may need to be taken off-site so that we can work on them whilst doing other things. This keeps our fees down. We will advise you if we feel there may be other costs, such as the purchase of a new hard drive.


Software and Hardware Installation

What is the difference between software and hardware?

Software is programs that you install from a disk or from the internet to carry out various tasks, such as word processing, accounting, photo editing, games etc etc. Once installed, you can run these on your computer, often without the need to use the disk ever again. Actual physical items such as printers, cameras, hard drives, monitors, graphics cards etc etc are called hardware, and will nearly always require a software installation in order to get them to work.

How long will it take you to install my item, and what is the cost?

We charge an hourly rate of £30 as each hardware/software is invariably different. Some will take just 10 minutes to install, whilst others may take hours. Most home installations are very quick. If you have a number of items to install then you can cram as many in as you like!

What installation services can you offer my business?

Almost anything - network printers and fax machines, scanners, accounting software, anti-virus, software upgrades... to name but a few.


Networking

Can I connect computers together to share files, internet access etc?

Yes, we can create a wired or wireless network, meaning any number of computers (with your permission) can share your internet connection, share files, share music, share a printer etc etc. This can be particularly useful at home, and an absolute necessity at work.

What else can I connect to my network?

Printers, scanners, cameras, external hard drives, games consoles (PS3 / Wii / PSP / XBOX etc), music centres (if compatible), TV's etc etc.

Our business network has gone down. Can WillcoxMedia do anything?

Yes, we can help. We have many clients in the Devon area whose businesses are supported by WillcoxMedia. In emergencies we will usually drop everything to come out and attend to your problems. Networks can be really temperamental, especially when you have 10 or more computers, all using different operating systems and different versions of software. Call us as soon as possible and we'll assist.

How much does it cost to set up a network?

It really depends on what you need, so contact us first. Our hourly rate is £35, and as a rough estimate, it may take an hour or two to set-up. In an office environment, it can day many hours, or even days, depending on your requirements. Additional hardware costs may be applicable (a new router, or some cabling for example).


Data Recovery

I think my hard drive is corrupt!

It's a horrible situation to be in, particularly if you haven’t backed up any of your data. However, all is not lost (most of the time!). It is possible to recover data from a non-compliant hard drive, but it can take a considerable amount of time, depending on how damaged the hardware is.

I can't find a file. I may have deleted it!

Don't worry. When you delete a file in Windows, it hasn't actually been deleted. All that's gone is the visible link to the file. The file is still there, although the longer it remains "deleted" the more chance it has of being written over with something else (if you "delete" a file, Windows presumes you don't need it and may at some point wipe over it, or part of it, with a new file). We can recover nearly all data if you feel the file has been "deleted".

I was doing some work and I accidently exited without saving the file. Can I get it back?

This is a proper "roll your sleeves up" job! It's not easy but we can give it a go. Thankfully, Windows does store temporary files in all sorts of weird and wonderful places, so there is a good chance we can find it.

How can we stop this from happening again?

Back up your data... regularly. We can set up a regular back up schedule for your home PC or business systems. More often than not, we would choose to run multiple back ups using different media. For example, in a large business, we would back up some data on a Monday, Wednesday and Friday to one external device, whilst Tuesday and Thursday data will be backed up on a completely different device. This is an automated service, so its no hassle to anyone in your company, and we can even have the system email you every day to let you know the back up was successful.

What are the costs to recover my data, or to schedule back ups?

We charge £35 per hour. The time taken is dependent on the data itself. Many files can be recovered extremely quickly, whilst corrupted data may require your hard drive to be taken back to our offices for further investigation. Back up scheduling is completely different for home users as it is for business systems, so please contact us.


Computer Tuition

I'm not very good with computers and would like to learn the basics...

We can teach you the basics with some one to one tuition. We'll take notes together whilst we do this, which you can refer back to once needed. "The basics" may include browsing the web, sending emails, moving or deleting files, creating word documents, getting photos from your camera onto your computer... there are many things to learn. Contact us for further details.

I know all the basics, but I quickly want to learn more advanced computing skills...

More advanced computing skills take quite a lot of time and effort. Whilst we would be happy to guide you through various software (we use all the common programs), it may be better to register for a specialist course at a college. However, call us on 01271 321222 and we'll see what we can do for you.

How much does it cost for computer lessons?

You'll need to call first. We charge £30 per hour, but we do offer introductory rates at a discounted price, plus we offer a discount for multiple sessions. We can advise you how long we think it will take to learn something. For example, "the basics" can usually be covered in a couple of short sessions.

WILLCOXMEDIA
Suite 103 Queens House
Barnstaple
EX32 8HJ
TEL: 01271 321222
MOB: 0777 250 4922
EMAIL: info@willcoxmedia.net

Web Design | CMS | Domains | Hosting | SEO | PPC | Social Networking | Internet Support | Broadband Installation | Virus Removal | Speed Up PC | Servers | Software & Hardware | Data Recovery | Back Up's | PC Tuition

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