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How do I request service online?

 If you have questions about or would like to update a service request, please chat with an agent for assistance.

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1 Sign in to My Account
2 Click View Your Products or Create a Service Request link under the Manage Products section of the My Account home page

From the My Products list page, locate the product or component requiring service

Hints: To locate a product, sort or filter the table using the column headers.  If you are not sure which component of your system to request service on, choose the component labeled 'system' or 'base'.

4 Products that are eligible for onsite service will have Create a Service Request in the Support Options column.  Products that are best suited for self help, chat, or  phone support will have a link to a support details page that provides access to all of these options.

If a service request is open for a particular PCN, you will be provided with a link to View Service History.  From that page, you can check the status or cancel a service request.
Creating a Service Request
5 Select the reason for the request
6 Provide a brief but detailed description of the problem
7 Contact name and phone number for this service request will be pre-populated from your profile.  However, these fields can be edited for the purpose of this service request
8 Click Continue

Confirm the address for this service request 

Hint: The radio button beneath the address allows you to update the address for this service request only.  Should you require a permanent address change, a link to request a permanent change is provided in the temporary change overlay 

10 Click Continue
11 Select an acceptable appointment time from the available options
12 Review the Confirm Service Request screen
13 Click Continue
14 Occasionally, our service technician can arrive earlier than scheduled. Select your preference
15 The Service Request Confirmation screen displays.  Your service request is now in queue and you will receive an email confirmation
16 You can return to My Account at any time to check the status of your service request or cancel it



Document ID: HELP533