Win32 Virus Removal

Comcast this week is launching a service in Houston that offers — for a fee - to fix any malfunctioning computer or gadget that connects to the cable company's network.

Its Xfinity Signature Support will tackle "anything that gets an IP address," said Mitch Bowling, Comcast's senior vice president of new business.

The service, announced in early March and now being rolled out here, is offered as a subscription and through individual fix-it sessions. Bowling said technicians will tackle all kinds of devices - PCs, Macs, smartphones, tablets, online game consoles and Internet-connected TVs.

By doing so, it's jumping into a huge business. Dallas-based Parks Associates, a market research firm specializing in consumer electronics trends, says Americans spent $2 billion on home tech support last year. By 2015, that number is expected to jump to $5 billion.

Resisting hand-offs

Comcast's critics may shudder at the notion of the same company that promises to keep Internet connections reliable taking charge of consumer hardware. But Comcast's approach potentially ends the old "who's at fault?" issue that often plagues online tech support.

Bowling said Comcast would typically stop troubleshooting problems if the issue was on a customer's computers - such as malware or a defective network card - rather than the Internet provider's network. Frustrated callers would then be sent elsewhere to find help.

With Xfinity Signature Support, Comcast will now offer to fix the problem rather than handing the customer off. Of course, there will be a charge to do so, which means Comcast stands to make some cash when the issue has nothing to do with its own network.

The service has different tiers of support. Customers can opt for subscription plans that start at $4.95 a month for computer tune-up services, or pay up to $19.95 a month for technical support for up to four computers and any other device that may connect to your network. You can also pay for individual one-time fixes, such as $129.95 for virus removal or $49.95 for general help or training.

Also protects equipment

The company will rely on phone and remote access to handle most fixes. But Comcast also will do on-site service if necessary, which adds more to the cost. For example, virus removal is $199.95 if a technician comes to your house to handle it.

Xfinity Signature Support also offers equipment protection plans for HDTVs and PCs to cover physical damage.

Comcast won't be doing the tech support itself. It is contracting with Support.com to handle the phone and remote-access services, and a company called Asurion to make house calls.

Comcast is not alone. AT&T has a similar service called ConnecTech, and Best Buy's Geek Squad is considered the premier source of paid consumer tech support.

But Kurt Scherf, vice president and principal analyst at Parks Associates, said Comcast has a real opportunity because it is already in its customers' homes.

"With its large footprint and marketing resources, it can really grab a significant share of the market," Scherf said.

dwight.silverman@chron.com blogs.chron.com/techblog twitter.com/dsilverman

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