The dramatic changes brought on by the COVID-19 pandemic have changed the way in which mathematics and statistics support is offered. Students and staff have been presented with new opportunities and challenges. One-on-one interviews were conducted late in 2020 with 23 students and staff who had experience with fully online mathematics and statistics support. The interviewees were from University College Dublin, Ireland, and Western Sydney University, Australia. Utilising thematic analysis, five themes around online mathematics and statistics support common to both universities were identified. In this paper the three themes related to "connection" are explored; they are pedagogical changes, social interaction, and appreciation of mathematics and statistics support. These themes highlight the need felt by both students and staff for mutual connection. The paper concludes with a discussion on the repercussions of this study for future considerations of effective online mathematics and statistics support.