Technology Support for Families
Visit SupportHub to browse, get answers, and request technology help.
- Get help with technology, transportation, and more
- For technical questions that cannot be answered in the self-serve section, there is a system that allows users to create and submit a help desk ticket. An agent will call those users back to resolve the issue.
- Login with your NYC Schools Account or DOE Student Account to track requests for further technology help.
- Staff can sign in with their DOE username and password.
SupportHub also has the first-ever DOE Education Virtual Assistant (Eureka), which provides more help, and the same phone number for the Help Desk is still available (718-935-5100).
About the SupportHub - Vimeo Video
Free and low cost internet
All families with a student enrolled in a DOE school or program are eligible for the Affordable Connectivity Program (ACP), which offers monthly discounts up to $30 on internet bills, and a one-time device discount up to $100 with participating providers.
This program, launched by the Federal Communications Commission (FCC), is a replacement to the Emergency Broadband Benefit (EBB) program, which provided broadband internet service for eligible New York City households at a reduced cost during the COVID-19 pandemic.
To apply for this program, confirm your household’s eligibility, and find participating broadband internet providers, visit the ACP website. Families may also call the ACP helpline at (877) 384-2575.
Affordable Connectivity Program
DOE Link with additional information - Free or Low internet
Your DOE -Loaned Ipad or Laptop
iPad Care and Safety
iPads should remain with the student they are assigned to in order to engage in remote learning. If there is a change in the student's residence during remote learning the iPad should remain with the student, and should be used primarily inside the residence to prevent unnecessary damage.
Families will not be held accountable for accidental damage through normal use, but please exercise caution and common sense to protect your iPad. iPads must be installed in the case provided. You should be using your iPad primarily indoors for schoolwork and it must be secured in the case when you travel with the device.
Families should bring the broken or non functioning iPad to their school, and the school will work with the DOE and our vendors to ensure a replacement device is delivered to the school for the family. The broken device will be fixed by AppleCare, and will be redistributed to a student in need of a device.
Lost or Stolen DOE-loaned Devices
Families who need to replace an iPad that has been lost or stolen must first file a police report in person at their residential police precinct. In any case where the iPad was lost or stolen, even if it was during delivery of the iPads to families homes, a police report is required.
- When you get to the precinct, let the front desk staff at the precinct know that you wish to report a lost or stolen iPad that was issued to them by the NYC Department of Education.
- Note the report number, precinct number, the date the complaint was made, and the name of the person taking the complaint.
- the officers who assist you should give you a notation of the report number on a form or on a business card with the officer's name and precinct
Once the families have the needed information, they can visit the SupportHub to fill out a ticket, or call the Help Desk at 718-935-5100 option #5.
- Your child's school may be able to assist to file the report with the help desk.
- The replacement items will be shipped to the school, school staff will contact you to arrange a pick up once they receive the replacement items.
- Families will NOT have to disclose their legal/immigration status.
- NYPD does not report or share this type of information with other government agencies.