The DOE 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, though 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 tech support ticket by completing the form.
Hardware: Call AppleCare Support for the NYCDOE at 1-800-919-2775. When prompted, enter the PIN: 692363 (NYCDOE). ONLY call this number to ask about setting up your iPad or accessing learning applications once you receive the device. Do not call to check on the status of your device request. See iPad Distribution for information and timelines around devices.
Repairs: Send an email to AppleCare at firstname.lastname@example.org. Please include the device’s serial number and a brief description of the issue. If you are in District 75, email
Software: Call the DOE Service Desk at 718-935-5100.
Spectrum: Families can call 1 (844) 488-8395 to enroll. Installation fees will be waived for new student households, the company said. Spectrum said regular pricing will take effect at the end of the 60-day period if a customer doesn’t cancel or change the service