Please refer to these pages to see if your problem has already been addressed. If you are unable to find a solution to your problem feel free to contact NetEase Help Desk for assistance. Prior to contacting NetEase please read our Customer Service Policy.

Computer Maintenance Services
Our technicians have been assisting customers in ridding their computers of spyware and performing operating system maintenance. Simply contact our Help Desk at 888-463-8327 (845-5640 Local Calls) and ask to make an appointment to bring your PC in or we offer on-site service for an additional service fee.

Spyware Cleanup - Bring-In $50 / On-Site $95
(Does not include operating system, hardware or program related issues).
Virus/Trojan Removal - Bring-In $95 / On-Site $140
(Does not include operating system, hardware or program related issues).
Operating System Cleanup - Bring-In $95 / On-Site $140
Operating System Install/Reinstall - Bring-In $95 / On-Site $140
Service Pack Installation - Bring-In $95 / On-Site $140
Hardware/Software related issues - Bring-In $50 per hour / On-Site $50 per hour + $45 trip charge.

$45 trip charge will only be applied once for any on-site issues. NetEase is not responsible for data loss due to faulty hardware or corrupted files.

We also offer additional services including networking, data cable installation, computer hardware installation and maintenance and much more. Contact us for information on how you can put our experience to work for you.

Spybot Search & Destroy Usage
Spybot Search & Destroy is another tool our technicians use on a daily basis to help clean out spyware and immunize systems to help prevent future problems. Read more...

Using CCleaner to clean your registry and other items
CCleaner is a freeware system optimization and privacy tool. It removes unused files from your system - allowing Windows to run faster and freeing up valuable hard disk space. It also cleans traces of your online activities such as your Internet history. Read more...

Setting up Windows Vista to access the Internet.
If you have bought a new computer with Windows Vista on it you can follow these simple instructions to set up your Internet connection correctly.

Using Windows Mail, the new Windows Vista mail client
Windows Mail is an enhanced mail client based on Outlook Express. You can learn how to take avantage of features in Windows Mail with this tutorial.

Quick Tips
Add a Favorite quickly
Typing in a Web address
Auto-Search from the Address Bar
Working with Tabs or Windows
Disconnecting
Setup Windows Mail for E-Mail
Setup Outlook Express for E-Mail
Clear History Files
Send E-Mail
Synchronize PC Time
Filtering Spam at Server
Quick Tips Menu

NetEase Turbo Installation/Usage Guide
A step by step guide to getting the most from your NetEase Turbo client. Advanced pop-up blocking features and much more.

 NetEase Turbo Usage Guide

Browser Hijacking, Spyware Info
Unexplained popup windows? Home page changes without warning? Your browser may have been hijacked or spyware may have installed itself on your computer. Here are a few tips on what to do.

 Click here for more information

AntiVirus Information
In response to the increase of virus, trojans and worms that have been spreading across the Internet NetEase has deployed advanced antivirus scanning software on netease.net incoming mail. This provides an additional layer of protection for your mailbox. However users are still encouraged to install updated antivirus software on their computer.

 Read more about virus scanning

Test Your Speed
Provided here for your convenience are a few simple test to illustrate your connection speed. These test require a Java enabled browser.

 Speed Test (Test Local Server Throughput)

Updated Security Tips
The security of your computer is important while you are online. Updated information concerning popular File Sharing programs and more can be found on the Security Tips page. A few minutes checking your computers security could save a lot of headaches.

 Microsoft Security Site
 More security tips

NetEase Internet Access Service provides technical support for connectivity related issues and software issued to the customer by NetEase.
This does not include support for third party utilities, hardware related issues, non-Internet related software, add-on software or general computer usage. Support is also not provided for software issued by NetEase Internet Access Service that has been modified by other means. For information regarding our Customer Service Policy please click here.