Remote IT helpdesk for parents abroad?

[postingpartum]

Hi,

my parents are getting older and live abroad. They are not remotely tech savvy and live in a rural area. Whilst this presents a number of challenges ahead, I’m interest to know if anyone has set themselves up well to manage parents IT on their behalf.

i just got internet installed for them and there is much use they could get from the connection. In terms of finding information and/or simply accessing a wider range of media. In an ideal world they may even use email.

currently though each time I visit I’m called upon to fix something with a TV setting or something on my mums smart phone (that she doesn’t fully understand).

This is fine but a week after I leave there’s a new problem that has to wait until I visit again.

Over the years there have been a number of ‘difficult’ IT support phone calls with my mum, where it’s a challenge to even understand the issue let alone talk her through how to resolve it.

Im wondering if anyone else has successfully acted as a remote IT helpdesk for parents abroad, and maybe even used software that enables you to access devices remotely so you can resolve issues directly. I have an app that I can monitor the internet connection with to verify that ‘the internet is not broken so the issue is likely user error’.

any tips on facilitating access to the internet for elderly parents in a remote location - gratefully received.

My DB put some software on our parents PC so he can take it over if needed.
Don't know what or how, but it is possible. (Scammers do the same sometimes).

Thanks. Any tips on what it was called? Is your DB an IT whizz?

It could be TeamViewer - that's what our work IT people use to take over our laptops remotely when something goes wrong.

Yes TeamViewer

If you aren’t able to resolve an online tech solution yourself and it is becoming stressful (it certainly sounds frustrating) I’d feel tempted next time I’m visiting to hire a local teen!

in a rural area I imagine there won’t be many jobs for teens and if you can find a young person who is able to go over and you pay an agreed price for them to fix the tv, re-explain how to use the smartphone etc it may reduce your stress, provide a quick fix for your parents and someone gets a bit of pocket money into the bargain!

Thanks. A helpful start I will look it up.

Yes this would be great, except my mother would never agree to that option. 🙄

Thanks both, including @IMustDoMoreExercise . I took a look and I see that it works on devices, with android being an easier option. so I might get my dad a tablet and then I can support him remotely.

I think there are some things that you really have to be physically there to sort out. My mother has more than once reported that the TV is not getting a (broadband) signal and asked me to contact the supplier to report a problem, but has actually just inadvertently pressed a button on the TV remote and changed it away from the cable TV channel. It's proved impossible to talk her through what to do on the phone as she has limited mobility, is hard of hearing and is visually impaired - she has to wait for a friend to visit to correct it.

@P00hsticks We have found it helpful to take photos of remote controls in order to give phone support.

Good idea, but I couldn't convince my mother over the phone that she even had two remotes (one for the TV and one for the cable box)

This takes me back. Pressing the wrong button and then calling you in a panic saying its broken, not working etc and when I am coming to fix it because that it 'all they have these days!'.

Like the idea of taking a photo of the remotes. A awful of old people have no idea what buttons to press but want the latest Sky channels etc. My Mum used to not allow anyone to touch her TV as she didnt want to have it working anyway different to what she was used to but they do forgot sometimes or press a button and insist they didnt!.

It was much easier once parent lived 5 mins away. Previously they were 100 miles away and our conversations got more and more heated with these sorts of issues.

Otherwise if they dont really udnerstand what they are using and call you time and time again perhaps its time to just have a TV without all the flashy add on's!

I’ve got the manuals for all devices my grandmother has. She doesn’t want internet but can “break” enough things on her microwave or TV!
At least I can then walk her through what buttons to push. Or to leave well alone.