New York City Department of Education Help Desk is available to help parents and students access the online resources needed to learn from home, and there are technology help-desk resources available, as outlined below.

If you need technical support or you have a school issued device that needs troubleshooting, please contact the DOE Service Desk at

 1-718-935-5100.

REMOTE LEARNING TECHNICAL SUPPORT TICKET SYSTEM

The Department of Education is launching a family-facing Remote Learning Technical Support ticket system. Families (or someone on their behalf) can submit requests for technical support for a broad range of issues, including application support, lost, stolen or broken devices, and delivery status through the Technical Support for Families page. Note that when families select a topic and issue in the ticket submission form, the form will automatically list common resolutions to technical support problems. If the suggested resolutions do not resolve the family's issue, they can continue to submit a technical support ticket by completing the form.

DEVICE ACCESS

If your New York City public school student needs a device for remote learning, please visit the following website:

  https://coronavirus.schools.nyc/RemoteLearningDevices  

INTERNET ACCESS 

  • AT&T

    • ​Will continue to offer wired Internet access for qualifying limited income households at $10 a month through the Access from AT&T program.

    • AT&T is proud to support our customers by pledging that, for the next 60 days, we will:

      • Not terminate the service of any wireless, home phone or broadband residential or small business customer because of their inability to pay their bill due to disruptions caused by the coronavirus pandemic.

      • Waive any late payment fees that any wireless, home phone or broadband residential or small business customer may incur because of economic hardship related to the coronavirus pandemic.

      • Keep our public WiFi hotspots open for any American who needs them.

  • Optimum

    • ​Is offering free Internet access. Please call 1866-200-9522 or visit this website.

  • T-Mobile

    • ​The vast majority of customers on T-Mobile and Metro by T-Mobile plans already have unlimited talk, text, and data, and our T-Mobile Home Internet customers already have unlimited plans with no data caps or surcharges. But we want to ensure that ALL current T-Mobile customers on plans that currently have data are provided the unlimited connectivity they need to learn and work

    • Starting now ALL current T-Mobile and Metro by T-Mobile customers have unlimited smartphone data for the next 60 days (excluding roaming).

    • We're providing all T-Mobile and Metro by T-Mobile customers an additional 20GB of mobile hotspot/tethering service for the next 60 days coming soon.

    • We're working with our Lifeline partners to provide customers extra free data up to 5GB per month over the next two months. (Lifeline through T-Mobile is not currently available in NY.)

    • We're increasing the data allowance, at no extra charge, to schools and students using our EmpowerED digital learning program to ensure each participant has access to at least 20GB of data per month for the next 60 days

  • Spectrum

    • Spectrum is offering free broadband and WiFi access for 60 days for K-12/college households who do not already have a Spectrum broadband subscription and at any service level up to 100 Mbps. To enroll call 1844-488-8395. Installation fees will be waived for new student households.

    • ​​​To ease the strain in this challenging time, beginning Monday, March 16, we commit to the following for 60 days:

      • We'll offer households with students in Pre-K to 12 or college, who need remote education, two free months of internet and WiFi for new customers.

      • We'll continue to offer Spectrum Internet Assist, our high-speed broadband program to eligible low-income households.

      • We'll open our WiFi hotspots* across our footprint for public use.

      • We'll partner with school districts to make sure local communities are aware of these tools to help students learn remotely.

  • Comcast

    • Will be offering free service at its Xfinity hotspots for 60 days. The access points are mostly in public locations but some are in small businesses.

    • We will make it even easier for low-income families who live in a Comcast service area to sign up by offering new customers 60 days of complimentary Internet Essentials service, which is normally available to all qualified low-income households for $9.95/month

    • Also, we are increasing Internet speeds for the Internet Essentials service from 15/2 Mbps to 25/3 Mbps for all new and existing customers, which will be the speed of the service going forward. In this way, we will ensure that Internet Essentials customers will be able to use their Internet service for all their increased needs as a result of this health crisis.

    • To receive the increased Internet speeds, existing customers will not need to do anything. The new speeds will be rolled out nationally over the next few days.

    • We’ll send all new customers a free self-install kit that includes a cable modem with a Wi-Fi router. There will be no term contract or credit check and no shipping fee.

    • To sign up, applicants can simply visit www.internetessentials.com. The accessible website also includes the option to video chat with customer service agents in American Sign Language. There are also two dedicated phone numbers 1-855-846-8376 for English and 1-855-765-6995 for Spanish

  • Sprint

    • ​Providing Unlimited data for 60 days to customers with metered data plans (effective 3/18)

    • Giving 20 GB of free mobile hotspot to customers with hotspot-capable devices

    • Offering complimentary rates from the U.S. to CDC-defined Level 3 countries to customers with international long-distance plans

  • Verizon

    • Verizon is supporting the students and teachers in its Verizon Innovative Learning program, the company’s education initiative targeting Title 1 middle schools, by tripling their data allowances. Effective March 16, the additional connectivity includes all tablets and laptops within the program and upgrades data plans from 10GB/month to 30GB/month for the next two months

    • When a Verizon customer is experiencing hardships because of COVID-19, Verizon will

      • waive late fees for 60 days from March 16, 2020 to May 16, 2020, and

      • will not terminate service to a customer who's been impacted by the events involving the Coronavirus.

      • If our customers are experiencing a hardship, they should call our customer service team to discuss their situation and available options.

TECHNOLOGY SUPPORT

P.S. 92K

Adrian Hegeman Elementary School

718-462-2087

601 Parkside Ave, Brooklyn, NY, 11226