Frequently Asked Questions

It's pretty simple. You submit a ticket describing your networking issue, in plain English, no tech jargon required. Vetted technicians who specialize in your type of problem review it and bid on it. You look at their ratings, experience, and availability, then pick the one you want. They connect with you remotely via screen share, fix the issue, and you're done. Think of it like Uber, but for networking expertise.

Once your ticket is submitted, it gets routed to technicians who specialize in that type of issue. You'll typically start seeing bids come in within a few hours. Each bid includes the tech's rating, specialties, and any notes they have about your problem. You pick the one you like, schedule a time, and that's it.

Not at all. Just describe the problem the way you'd describe it to a friend. "My WiFi doesn't reach the back of my house." "I want my security cameras on a separate network." That's all we need to get started.

Two things. First, make sure you have access to your network equipment's admin interfaces. Usually that means knowing the login credentials for your router, switch, or access points. Second, be available at the scheduled time with a computer connected to your network. Your technician will send you a screen-sharing link. No special software needed.

That's more common than you'd think. Your technician can usually work through this with you, whether that means finding default credentials, doing a factory reset if needed, or using other methods to regain access. Just mention it when you submit your ticket.

Absolutely. You can browse all of our technicians on the Browse Techs page, see their ratings, specialties, and completed ticket counts, and hire someone directly. Had a great experience? Hire the same tech again with one click. Your ticket history is also preserved, so anyone helping you in the future can see exactly what's already been done on your network.

Our standard rate is $120 per hour, billed in 6-minute (0.1 hour) increments. So if your session takes 42 minutes, you pay for 42 minutes. We also offer prepaid hour blocks at a discount: 5-hour blocks at $108/hour and 10-hour blocks at $96/hour. No hidden fees, no minimums.

Everything. The technician's time, the screen share session, any follow-up notes or documentation they provide, and the post-session review. No extra charges for "after-hours" or "complex issues."

We bill in units of 0.1 hours, which is 6 minutes. If your session runs 48 minutes, you'd be billed for 0.8 hours. At the $120 rate, that's $96. It's the fairest way to make sure you're paying for actual time used.

You purchase a block upfront at a discounted rate. 5 hours at $108/hour ($540 total) or 10 hours at $96/hour ($960 total). Those hours get drawn down as you use them. They don't expire.

For pay-as-you-go, you're charged after your session based on actual time used. For prepaid blocks, you're charged upfront and hours are deducted as you use them.

Then you pay less. That's the whole point of billing in 6-minute increments. Our technicians' ratings depend on customer satisfaction, not on how long they can stretch a session.

You're always in control. You can set a cap on hours when you submit your ticket. If your technician thinks the work is going to exceed that cap, they'll stop and discuss it with you before continuing. No surprises on your bill. Nothing happens without your approval.

If you're genuinely unsatisfied, reach out and we'll work with you. We evaluate refund requests on a case-by-case basis. Our goal is for you to walk away satisfied, not to collect money for bad service.

No. The rate is the same regardless of when your session is scheduled. $120/hour (or your prepaid block rate), period.

Short answer: basically everything. UniFi/Ubiquiti, Synology, QNAP, TrueNAS, Peplink, TP-Link, Netgear, Cisco Meraki, Aruba, pfSense, OPNsense, MikroTik, Firewalla. If it connects to a network, our techs can work with it. We're equipment-agnostic by design.

For about 90% of networking work, yes. And honestly, it's often better than in-person. Almost everything we do is done through admin interfaces and management dashboards. Plus, you're watching the whole process.

Anything that requires physically touching hardware. We can't mount an access point to your ceiling, run ethernet cable through your walls, or physically swap out a dead switch. If your issue turns out to be hardware, we'll tell you upfront.

Absolutely. A lot of our customers come to us BEFORE they buy anything. Your tech can create a network plan, recommend specific equipment, and then help you configure everything once it arrives.

If we determine the issue is physical, like a bad cable or a failing switch port, your technician will tell you exactly what the problem is and what needs to be done. They can walk you through simple physical tasks if you're comfortable.

Both, but Rogue Support is primarily designed for home users and small businesses. For larger businesses, our parent company Crosstalk Solutions handles enterprise consulting and deployments.

Not at all. That's actually the norm. A UniFi router with TP-Link switches and a Synology NAS? Whatever combination you've got, our technicians work with all of it.

Every technician goes through a multi-step process: background check, experience and credential review, practical technical assessment, and continuous customer rating monitoring. Technicians who don't maintain high standards don't stay on the platform.

This is the right question. Every technician on our platform has passed a background check and been vetted for technical competence. The screen share means you're watching everything they do in real time. Your tech only has access to what you share during the session. When the session ends, the connection ends. No persistent access, no backdoors.

If a technician determines the issue can't be resolved remotely, they'll explain what the actual problem is. You'd only be billed for the diagnostic time, not a full session.

Yes. When techs bid on your ticket, you see their overall rating, completed ticket count, and specialties. You make an informed choice.

Rogue Support was founded by Chris Sherwood, the creator of Crosstalk Solutions, a YouTube channel and networking consultancy that's been helping people build better networks for over 10 years.

Crosstalk Solutions is the parent company handling business networking. Rogue Support serves the home and small business market. Same team, same standards, different audience.

We're always open to applications from qualified networking professionals. If you have real-world experience with network design, configuration, and troubleshooting, check out the Become a Technician page. Fair warning: we're selective.