Get support via email
If you have a digital question or even a question about our support, you can send an email to our volunteers at support@keepingdigital.org.uk.
Our volunteers will then aim to respond within 2 working days, and where they are not able to resolve your issue, will refer you to a Digital Cafe or Digital Inclusion service.
We are rolling out a new support system to help our volunteers easily respond to your emails. During this time, it may take slightly longer than usual to respond to emails to support@keepingdigital.org.uk. We apologise for any inconvenience caused and we hope to resolve this as soon as possible,
You can also get support via telephone
Our volunteers are also able to provide support through telephone. You can call us on 01904 900127.
Our phone lines is open 9am to 5pm, Monday to Saturday (except for bank holidays).
Major improvements rolling out across our telephone support
We've listened to your feedback and understand just how important our telephone line is to receiving support from a friendly volunteer over the phone. Our telephone line had increased in demand and unfortunately we had seen periods where people were having to wait on hold until a volunteer was available again. To help keep queues down, after three minutes on hold, the system would ask you for a message for us to return the call. We apologise for the inconvenience this has caused this year.
We have now made changes to our telephone line which you should start seeing improve the service. We have invested in a new reception team, dedicated to answering your calls and triaging them to ensure you speak with the best volunteer to support with your query. This means you will be put straight through to a friendly voice who will be able to ensure you are directed to the best support. There may be some occasions where the reception team decide it will be best to take a message from you for a volunteer to return your call - we will only do this if all our team are extremely busy and it's to ensure you aren't waiting on hold listening to the same music.
These improvements to our telephone line mean faster answering, speaking to a human more quickly, and will allow you to receive better support from the most relevant volunteer - all from the same great charitable organisation and no change to our phone number.
Get face-to-face support at a Digital Cafe
Our Digital Cafes are popping up across the city of York, providing a space for York residents to get dedicated support in getting online.
Hosted in a 2 hour session, residents can come down for a warm drink and to ask any questions (and bring along any devices).
Our volunteers are here to help you get online, from setting up a smart phone to signing up to the NHS app or York Council website.