Frequently Asked Questions

General FAQs

• What is Geek Squad?

  Geek Squad is a technology support service in the UK designed to help you solve any problems you may experience with your computers, mobile phones or gadgets.

  As well as providing fixes for both common and more serious issues, Geek Squad is also on hand 24 hours a day to provide advice and tips to our customers so they can make the most of the technology they own.

• What services do you provide?

  Geek Squad offer a range of ways to fix, optimize, backup and setup your computers, mobile phones, home networks and computer games consoles. You can find about each one in detail and how much they cost by visiting our 24/7 Tech Support page.

  They can be purchased as a one-off fix or you can have access to many of them for free by taking out a Geek Squad Tech Support membership for £7.99 a month. This gives members 24/7 support and many additional extras such as free anti-virus protection. Find out more about what the package includes by visiting our Tech Support membership page.

• How are the services carried out?

  Each of our Services can be carried out in different ways. For some we can visit your home, for others we simply talk you through it over the phone and we can even remotely fix your computer through an internet connection. We don't need to be there in person. Others happen instore at both Carphone Warehouse and Best Buy.

• I like the sound of your service, but I'm worried I won't understand anything when talking to an Agent? I'm not technology savvy at all.

  All of our Geek Squad Agents are highly trained to explain everything they are doing in simple to understand language. They never use complicated terms or blind customers with science and strange words.

  An Agent will talk you through the process every step of the way and then leave you with a written statement of the facts plus details of how they solved the problem. We will also offer advice and tips that you can use in the future to get more out of your technology or to stop problems from happening again.

• How do you charge for your services? Is it done per hour?

  No. All Geek Squad services are charged using a fixed fee per job, no matter how long it takes us.

• Can I find Geek Squad on the high street?

  Yes. Geek Squad works in association with The Carphone Warehouse and Best Buy and so you will find many of our Agents working there. They are able to help with a range of problems over the counter relating to mobile phones and laptops. They're very friendly too. If you need advice, just ask them.

• How do I get in touch with Geek Squad?

  We're here to answer your calls 24 hours a day, seven days a week. Our Agents are always at the other end of the phone because we know problems don't only happen during the daytime.

  Ring us on 0800 049 6190 It's a freephone number, so you won't pay a thing for the call, no matter how long you're on the line to us. This is only when you call from a BT landline, depending on your calling plan. Costs from mobiles and other networks may vary.

  If you are already a Geek Squad Tech Support member, please have your account details to hand when you call.

• Where in the world am I calling when I ring Geek Squad?

  Each time you dial 0800 049 6190 to speak to a Geek Squad Agent, your call will be answered in the UK at our base in Preston, Lancashire.

• Do your Agents give proper advice or just read answers from a script?

  All of our Agents are highly-trained to find the right solution to your specific problems. We understand that no two technology issues are alike and we can provide a range of answers and fixes tailored to your individual needs.

• Can Geek Squad help me with products bought from any store?

  Yes, no matter where you bought your technology products, we can troubleshoot, install or optimise them. Products do not need to have been purchased from The Carphone Warehouse or Best Buy.

• What are the minimum computer specifications for fixing a PC or Mac over the phone or remotely?

  These are the specifications you need. If you are in doubt about your computer's ability to meet these or don't know what they are on your machine, just call us for advice.

  • Windows XP operating system or later for PC
  • Mac OS 10.4.6 with latest service pack for Mac
  • Processor speed of 1.2GHz or above
  • At least 256MB of RAM
  • 2GB of available hard drive space
  • A working broadband internet connection. Don't worry if yours is not working, we will do our best to talk you through getting connected

• What peripheral items can I get help with?

  Peripherals that you can get help with are devices that are not standalone such as printers, scanners, cameras and MP3 players. If you are unsure, just call us on 0800 049 3041 There is no limit to the number of peripherals we can help with.

• What rules are there in order to be given help from Geek Squad?

  We expect you to use the service subject to the following conditions:

  • The service is only intended for use with registered computers.
  • You must have valid software licences for your Operating System and all applications on your computer(s). You must supply details of the relevant licence keys if we ask you for them.
  • It is your responsibility to backup your software and data before we start work. If you need help or advice, ask one of our Agents. We can do it for you if you don't feel comfortable using our Data Backup service. This may be chargeable. Anyone with a Geek Squad Tech Support membership is entitled to 20GB of free online backup.
  • You agree to follow our reasonable instructions, including any security instructions.
  • You are responsible for running current anti-virus and anti-spyware software and adopting other appropriate security or maintenance procedures.

• What problems do Geek Squad NOT provide support for?

  There is very little Geek Squad Agents can't fix but we only cover problems that relate to your home technology equipment, including computers used in connection with a working-from-home office. But we do not provide support for business-related IT issues and cannot cover the following examples:

  • File servers
  • File server operating systems
  • Domain and active directory based networks
  • VPN and Wide Area Network
  • Multi Subnet Networks
  • Complex firewall configurations

• What do you do with my data?

  Your details are safe with us. We do not share any of your details with third party companies without your consent.

• Do you have a Facebook, YouTube and Twitter page?

  Yes, use the following links to find us and get in touch.

  • Twitter: http://twitter.com/geeksquaduk
  • YouTube: http://www.youtube.com/user/ukgeeksquad
  • Facebook: http://www.facebook.com/geeksquaduk

Geek Squad Tech Support Membership

• What is a Geek Squad Tech Support membership?

  For £7.99 per month or a one-off fee of £89.99 per year, you will get access to our Agents by phone 24 hours a day, seven days per week. A range of our Services are then included in this price giving you access to fixes instore, over the phone or remotely via an internet link to your computer for problems such as:

  • Broadband issues
  • Slow computers
  • Data backup
  • Mobile setup
  • Computer customization

• Are there any other advantages to a Geek Squad Tech Support membership?

  Yes, you also get 20GB of free online backup, free anti-virus and spyware protection and we'll lend you a USB modem if your internet connection fails. Find out about all the benefits here. You also get 20% off any home visits you may need.

• How do I sign up to a Geek Squad Tech Support membership?

  Just visit our Sign Up page. It will take just a few minutes to join and become a member of the Geek Squad family or call us on 0800 049 3041.

• What is the length of my contract for a Geek Squad Tech Support membership?

  Geek Squad Tech Support has a minimum three-month contract. After your first three months you can cancel at any time. A lot of our customers just let their support roll on and treat us like breakdown cover for their car. Then we are always there in the background just in case you need us.

• How can I cancel my Geek Squad Tech Support membership

  Once your minimum three-month subscription is over, you can cancel at any time. All you have to do is call 0800 049 3041 and select the option for account management. You will still have our cover until you reach the date you last payment covered you until.

• Is it safe to buy a Geek Squad Tech Support membership on your website?

  It's totally safe and secure. We're SSL certified. This means on secure websites, the beginning of the retailer's internet address will change from 'http' to 'https' when you're making a purchase. When you're shopping on a website with an SSL security certificate, a security logo will appear when you get to the site's checkout. If you use Microsoft Internet Explorer this is usually a locked padlock or unbroken key symbol at the bottom of your browser window. In Mozilla Firefox, information usually appears in a coloured strip on the left of your address bar.

• What is the process after signing up online?

  Your account will be active within 24 hours. You will know when it is active as you will receive emails regarding your 20GB of free online backup and your free anti-virus software. You can also check by calling 0800 049 3041. Once your membership is active you can call us at anytime 24/7 for help and support.

• What do I receive from you once I sign up?

  You will receive a welcome pack which will include your policy document, payment schedule and more information about what we do. But in the meantime, it's all here on this website. So while you're waiting for it to arrive, spend some time familiarising yourself with the services we offer.

• Do you carry out a credit check?

  No, we don't carry out a credit check for our Geek Squad Tech Support membership.

• Who do I call with an online sign-up problem?

  Just call us on 0800 049 3041.

Remote Fixes

• What is a "remote" fix and how does the process work?

  This is where an Agent takes control of your computer by logging onto it through your internet connection. It is totally safe and secure. You can find out all about the process by reading our remote support page.

  There are many problems that can be fixed by a Geek Squad Agent this way and don't worry, we'll be talking to you over the phone at the same time to discuss what we're doing and why we're doing it.

• What are the minimum computer specifications for fixing a PC or Mac over the phone or remotely?

  These are the specifications you need. If you are in doubt about your computer's ability to meet these or don't know what they are on your machine, just call us for advice.

  • Windows XP operating system or later for PC
  • Mac OS 10.4.6 with latest service pack for Mac
  • Processor speed of 1.2GHz or above
  • At least 256MB of RAM
  • 2GB of available hard drive space
  • A working broadband internet connection. Don't worry if yours is not working, we will do our best to talk you through getting connected.

• Can you really provide remote support 24 hours a day, seven days a week?

  Yes, just give us a call on 0800 049 6190 and an Agent will begin the process. If you have a Geek Squad Tech Support membership, most remote support fixes are included in your monthly payment.

• Is it safe for one of your Agents to connect to my computer using the internet?

  Remote fixes are safe and secure and our Agents are highly-trained to carry them out. We do though advise you backup any important data, pictures, videos, music files and documents first. If you don't know how, just ask the Agent when you call.

• How does the remote support process work?

  Before we begin to log on to your computer, we will give you a six digit PIN code. You will need to type it in when we make our attempt to connect to your machine.

  Once this happens, our Agent can then take over full control of your mouse. You'll see us moving it on the screen, so don't be alarmed, and we'll talk you through each step over the phone.

  You can end the session at any time and once we're finished and you're all fixed, the software we use to manage the process will be deleted from your computer.

• How much does remote support cost?

  There are two ways to get remote support. If you are a Geek Squad Tech Support member, you are eligible for unlimited remote fixes as part of the package. If not, then we can carry them out for a fixed price, however long it takes.

  See our list of Services to find the right remote fix for you and how much it costs. If you need more advice, ring us on 0800 049 6190. It's a freephone number so you won't pay a penny for the call on BT landlines. Mobiles and other networks may vary.

Home Visits

• What do I need to know before Geek Squad visits my home?

  Geek Squad offer a wide range of services for a wide range of technology products and problems. We could come and install new software or hardware, remove viruses, create home networks or hook up your games console to the internet. You can find a full list of what we do along with pricing details on our Services page.

• How do I arrange a home visit from a Geek Squad Agent?

  To arrange an at home visit from a Geek Squad Agent, call 0800 049 6190 If we can help you with your problem over the phone then we will. If this is not possible, we will book an appointment to come out to you. Remember, as a Geek Squad Tech Support member, you save 20% on the cost of every home visit you book.

• What requirements are there for a Geek Squad home visit?

  When a Geek Squad Agent visits your home, there must be a person aged 18 years of age or over present the entire time. Our Agent must be given full access to the computer(s) and/or peripheral(s) that need fixing or setting up as well as access to your residence and your consent and co-operation to enter your residence. We also insist that you provide our Agents with a safe working environment, working space and electrical power.

• Do you give an appointment time or will I have to wait in at home all day?

  Geek Squad Agents make home visits between the hours of 9am and 8pm, depending on the area where you live. We will provide you with an appointment and arrive up to 10 minutes early to make sure we're on time.

• How do I know you will come out to where I live?

  Call 0800 049 6190 for details.

• How will I know it is a Geek Squad Agent at my door?

  Every Geek Squad Agent wears a uniform consisting of a crisp white shirt, smart black trousers, white socks and black shoes plus a Geek Squad tie with tie pin. They also carry a shiny Agent badge and identification. They'll show you identification if you are concerned. Just ask them.

• How do you charge for your home visits? Is it done per hour?

  No. All Geek Squad services are charged using a fixed fee per job, no matter how long it takes us. You can view the exact prices on the pages for each of our Services.

• How do I pay for work carried out by Geek Squad on a home visit?

  Our Agents are unable to accept cash or cheques during a at home visit. But we take all major credit cards: Mastercard, Visa and American Express as well as debit cards: Maestro, Visa Electron, Visa Debit and Solo.

• Do you guarantee the work you do on home visits?

  Yes, we do. If you're not satisfied with your service, please contact us. We have total faith in our Geek Squad Agents' abilities. Any work we carry out in your home is guaranteed for 30 days. Remote fixes are guaranteed for five days.

  So, if there is a problem with the service we have provided and you notify us within this period, we will work to remedy your problem quickly and at no additional cost. For further details, please see our Terms of Service.

• Do you ever take any of my kit away to be repaired?

  When having a home visit, we will not remove any of your equipment to finish the service. If your equipment needs more work or any parts, we will advise you of this and arrange to return another time to carry out the service. You may be charged for two separate services depending on the problem but we will advise you first.

• Do you operate a "no fix, no fee" guarantee?

  Yes we do but only on things we do not have knowledge to fix. For example, we may troubleshoot your problems for up to 30 minutes and identify the issue is related to a piece of your hardware. We would advise you what to do next but still take payment even though we have not fixed it for you.

Services

• Can Geek Squad remove a virus or spyware from my computer?

  Yes. Just call 0800 049 6190 and speak to a Geek Squad Agent. We'll help you find out what's causing the problem and come up with an answer.

• What is spyware?

  Spyware is often a component of a software application that you intentionally install. This is especially true of free software downloaded from the internet. Spyware can also be part of a computer virus unleashed by an unsuspecting user. Even though you may remove the virus or fix the problems it caused, the spyware can remain on the computer, collecting data and reporting back to parties interested in stealing your information. Call 0800 049 6190 and speak to a Geek Squad Agent for help removing it totally.

• How do I know if I have a virus or spyware?

  If you have spyware on your computer it will almost certainly cause your internet connection to dramatically slow down. Another symptom is an avalanche of annoying pop-up windows. Left untreated, spyware could begin to crash your computer and even lead to identity theft.

• How do I keep viruses and spyware off my computer?

  Here's what you can do:

  • Be cautious of suspicious emails from unknown sources - they can infect your computer.
  • Steer clear of websites that seem too good to be true - these are a haven for malicious and annoying viruses.
  • Make sure you have anti-virus and anti-spyware software installed on your computer and don't forget to download updates regularly. Remember if you take out a Geek Squad Tech Support membership you can get this software protection for free.
  • Be sure to update your computer with the latest patches from Microsoft and Apple.

• I have a wireless network and I can't connect to it. What do I do?

  "Power cycling" your modem can often restore connectivity. Here's how to do it:

  • Shut down and turn off all computers on the network.
  • Unplug both the cable modem and router.
  • Wait a few minutes. Plug in the cable modem.
  • After the lights stop flashing on the cable modem (this could take up to a minute), plug the router back in.
  • Wait until the lights stop flashing on the router. Turn on any computer on the network.
  • If this doesn't work, call 0800 049 6190 and speak to a Geek Squad Agent. We'll help you find out what's causing the problem and come up with an answer.

• Can you set-up or repair a home network for me?

  Our Agents know networking. Call 0800 049 6190 for advice or see our Wireless setup page for more details.

• My computer is running slow. What could be causing the issue?

  There are a number of things that cause your computer to slow down. It could be you have too many programmes running in the background or maybe spyware or viruses are slowing you down. See our Computer Optimization service page for more details on what we can do. Or call 0800 049 6190 and speak to a Geek Squad Agent.

Best Buy

• What is Best Buy?

  Best Buy is a consumer electronics store chain coming to the UK from America this Spring. Geek Squad works in association with Best Buy and you will find our Agents in their stores. To find out more about Best Buy, go to their website at www.bestbuy.co.uk You can also follow them on Twitter using @bestbuyuk

• What do I do if I bought Geek Squad insurance from Best Buy?

  Please see www.bestbuy.co.uk or more details about making a claim under a policy taken out in a Best Buy store.