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Frequently Asked Questions More about Geek Squad and our services

FAQs about Geek Squad

  • Who are Geek Squad

    Geek Squad offer technology insurance and support services.

    Since 2007 our Agents have made it their mission to keep the UK’s technology troubles at bay.

    We’re standing by in Carphone Warehouse stores to help setup, support and fix your technology, and you can call us 24/7 all year round.

  • What services do Geek Squad provide?

    Insurance plans

    Geek Squad offer award winning service plans for mobiles and gadgets. Our quick and easy claims process, unlimited 24/7 technical support, and security software keep your technology and personal data safe. We also provide a like-for-like gadget replacement plan for items like our Beats by Dre headphones. See more information.

    Tech support

    Our Tech Support Memberships include unlimited 24/7 telephone tech support for one, or lots, of your devices. You can choose the plan that suits your needs – Tech Support Solo covers one device, whereas Tech Support Multi and Total cover all the devices in your home, from smartphones to computers. See more information.

    In-Store services

    Geek Squad Agents are standing by in Carphone Warehouse stores across the UK, ready to help you with technology troubles. We provide all kinds of tech support services, from 30 minute tutorials on how your new technology works, to full troubleshooting services for complex computer issues including dreaded viruses. Use our store locator to find your nearest Agent.

    Repairs

    Our reliable repairs service is available in Carphone Warehouse stores across the UK. If you visit a store with a Tech Hub, we can fix your phone on site and get it back to you within 14 days. If you think it might be a software issue and you're a Tech Support or Insurance customer, give our Agents a call and we'll do our best to help over the phone.

    Knowledge Vault

    Knowledge Vault is our online help and support area, where you can find information on the latest technology, from news items and expert reviews, to setup guides and learning series that help you master your mobile, gadget or gadget. We also publish fortnightly podcasts packed with fun content.

  • How can I contact Geek Squad?

    Online – for account management

    Use the online forms in the My Account area on the Geek Squad website to submit changes to your personal information, log a claim or cancellation request. We will contact you shortly if you need telephone support.

    In store – for hands-on technical help

    When you need hands-on help with your technology, you can use the store locator to find your nearest Carphone Warehouse store with a Geek Squad Agent.

    Over the phone – for 24/7 tech support and insurance help

    Call us on 0800 049 6190. Our UK-based call centre is powered by expert Agents based in Preston, Lancashire, who are standing by to help. We can remotely fix your devices over the internet while you’re on the phone, or help with insurance and account queries. Please note, calls are free from a BT landline, from a mobile or other networks this may vary.

    Via social media

    Follow, friend and like us online! Use the following links to get in touch.

  • Can your Agents help with products bought from any store?

    Yes, no matter where you bought your technology, we can help.

  • I want my computer fixed, can you help?

    We can fix your computer if it meets the following requirements:

    If you are in doubt about your computer's ability to meet these criteria, or don't know how they relate to 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

    Please note our service conditions for computer repair

    • 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
    • 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
  • 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 perform the necessary fixes to remove any viruses or spyware.

  • What is spyware?

    Spyware is software that collects your personal data and reports that information back to parties interested in stealing your information. You may accidentally install spyware as part of free software that you download, or it can be part of a computer virus. Spyware may remain on your computer even after a virus is removed. Call 0800 049 6190 and speak to a Geek Squad Agent for help removing it totally.

  • How do I know if I have a computer 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?

    Yes, 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 programs running in the background or maybe spyware or viruses are slowing you down. Call 0800 049 6190 and speak to a Geek Squad Agent.

  • Which technology problems do Geek Squad NOT provide support for?

    There are very few technology problems that Geek Squad Agents can't fix, but we do not provide support for business-related IT issues and the following issues:

    • 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.

FAQs about Tech Support

  • What’s included in a Tech Support Membership?

    There are three monthly Geek Squad Tech Support Memberships available, so that whether you need help with one device or lots of devices, you can pick the plan that suits your needs.

    Tech Support Solo - £4.99 per month

    • Unlimited telephone tech support for one mobile or gadget
    • Mobile security app to protect your phone or gadget, and the personal data on it
    • 20% discount on additional Geek Squad services

    Tech Support Multi - £7.99 per month

    • Unlimited telephone tech support with all the technology in your household, from mobiles to computers and consoles
    • Mobile security app to protect your phone or gadget, and the personal data on it
    • 20% discount on additional Geek Squad services

    Tech Support Total - £9.99 per month

    • Unlimited telephone tech support with all the technology in your household, from mobiles to computers and consoles
    • Mobile security app to protect your phone or gadget, and the personal data on it
    • Internet security software for your computer system
    • Three one-to-one technology tutorials, personalised to suit you
    • One free virus removal a year, worth £69.99
    • Emergency 3g internet connection service available
    • 20% discount on additional Geek Squad services
  • How do I sign up for a Geek Squad Tech Support Membership?

    Just visit our Sign Up page and complete the online form, or call us on 0800 049 3041.

    Your account will be active within 24 hours. You will know when it is active as you will receive an email about your free anti-virus software. You can also check by calling 0800 049 3041. Once your membership is active you can call us at any time 24/7 for help and support. 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.

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

    Geek Squad Tech Support membership carries a minimum three-month contract. After your first three months you can cancel at any time. During your membership period you are entitled to unlimited telephone tech support, 24/7. You can also get help from a Geek Squad Agent in selected Carphone Warehouse stores.

  • How do I cancel my Geek Squad Tech Support subscription?

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

  • Do you carry out a credit check?

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

  • What is a remote fix and how does it work?

    An Agent takes control of your computer or smartphone in order to fix a problem, by logging onto your system through your internet connection. It is totally safe and secure. Don't worry, we'll be talking to you over the phone at the same time so you know what we're doing and why we're doing it.

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

    Before we begin to log on to your system, 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 device. Once this happens, our Agent can then take over full control of your on screen mouse. You'll see us moving it so don't be alarmed, 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.

    There are some rare instances where we encounter systems that we are unable to access for a variety of technical reasons, the best thing to do though is get in touch and we will find the best process possible to guide you through your issue.

FAQs about Geek Squad in store services

  • Which stores are Geek Squad in?

    Geek Squad Agents are stationed in many Carphone Warehouse stores across the UK, you can find out where your nearest Agent is based, using our store locator tool. It’s a good idea to call ahead before visiting the store, to check that the Agent is available when you wish to visit.

  • What services are available?

    We offer a wide range of technology support services in store, including:

    • Virus Removal
    • Diagnostic
    • Setup and Personalisation
    • Hardware Install
    • Parental Controls Setup
    • Software Install
    • Health Check and Optimisation
    • Data Transfer / Backup
    • Data Cleanse
    • Operating System Install

    You can also book a one-to-one, 30 minute tutorial on technology topics, and our Agent will tailor the content to suit your needs and experience.

  • What if I don’t know which service I need?

    Don’t worry, our Agents are highly trained in technology troubleshooting. Explain the sort of problem you are having, or the thing you’d like to learn, and the Agent can tell you which Geek Squad service would be of benefit, what the price is, and how long it is likely to take.

  • Can I have a tutorial on any topic?

    Our Agents are technology experts and are here to help you make the most of your mobile, gadget, computer or gadget. Tell our Agent what you would like to learn, and they will try to tailor a 30 minute tutorial, or a set of tutorials, to you.

  • How do I book a tutorial?

    Use our store locator tool to find your nearest Carphone Warehouse with a Geek Squad Agent, and call ahead or pop in to plan your tutorial and agree a time and day that suit you best.

FAQs about Geek Squad insurance services

  • What do Geek Squad insure?

    Geek Squad insure mobile phones and gadgets. We also offer a like-for-like replacement plan that covers other gadgets bought from Carphone Warehouse.

  • What insurance plans are available?

    Geek Squad Mobile Complete

    Defaqto 5 star rated cover (Pay Monthly plan)

    • Next working day mobile replacement for approved claims
    • Simple & easy claims process, online, in store or over the phone
    • Unlimited telephone tech support for your insured device 24/7 365 days a year
    • A security app for your phone and personal data*

    *Compatibility and some functionality is operating system, device and connection dependent

    More Geek Squad Mobile information

    Geek Squad Gadget Complete

    • Cover against breakdown, theft, accidental and liquid damage
    • Simple & easy claims process, online, in store or over the phone
    • Unlimited telephone tech support for your gadget
    • A security app for your gadget and personal data*
    • Worldwide cover, for when you’re travelling

    *Compatibility and some functionality is operating system, device and connection dependent

    More Gadget Complete information

    Geek Squad Gadget Lite

    • Cover against breakdown, accidental and liquid damage
    • Simple & easy claims process, online, in store or over the phone
    • Unlimited telephone tech support for your gadget
    • Security for your gadget and personal data*

    *Compatibility and some functionality is operating system, device and connection dependent

    More Gadget Lite information

  • How do I get Geek Squad Insurance?

    You can take out Geek Squad Mobile or Tablet insurance within 30 days of purchasing your product from Carphone Warehouse. Call us on 0800 049 6190 to activate your policy and start receiving member benefits.

  • How do I make a claim on my Geek Squad Insurance?

    Fill in the online claims form in our My Account area, and we will process your request as quickly as possible. You can also call us on 0800 049 6190.

  • How do I use telephone tech support as part of my insurance plan?

    Geek Squad Mobile and Tablet insurance customers get unlimited telephone tech support for their insured device. If you have a question about a feature of your device, or need help troubleshooting a problem, call us anytime on 0800 049 6190 – the tech support service is 24/7, all year round.

  • How do I get remote tech support as part of my insurance plan?

    If there is a problem with your insured device, we can use a secure internet connection to take control of it and troubleshoot issues. Call our 24/7 tech support number on 0800 049 6190 to start a remote support session with an Agent.

  • How do I get in store support as part of my insurance plan?

    Use our store locator tool to find your nearest Carphone Warehouse store with a Geek Squad Agent, and visit during opening hours – you can call ahead to double check that an Agent is available before visiting. If you need support, but not necessarily hands-on help, you can call our 24/7 tech support helpline on 0800 049 6190.

  • How do I cancel Geek Squad Insurance?

    We hate to see you leave, but if you no longer require Geek Squad insurance, you can use the online form to cancel your policy from the My Account page, or call us on 0800 049 6190.

FAQs about Geek Squad repairs

  • How do I get my product repaired?

    We'll happily fix your phone for you, wherever you bought it from. We'll even repair it for free if the fault is covered by your warranty and you're still within your warranty period. If not we can fix your phone for a fixed price (see ‘how much do repairs cost’ FAQ below).

    • Before you come into store:
      1. Use Store Finder to find your nearest Carphone Warehouse or Tech Hub.
      2. Back up any data and apps saved on your device. Follow the instructions in our smartphone setup guides to learn how to do this.
      3. If you didn’t buy your phone from Carphone Warehouse, please bring proof of purchase.
    • If you visit a store with a Tech Hub we aim to repair 80% of mobile phones the same day (some types of repair can take longer)
    • If you visit a regular Carphone Warehouse store we’ll send your device to our central repairs workshop to be fixed. It can take up to 14 days until it is back in store for collection.
  • What happens while my phone is in for repair?

    We'll diagnose the problem

    • Show us what's wrong with your device. If we can't fix it on the spot, we'll book it in for repair.
    • We'll give you a repair receipt with a job number on it - use it to track your repair online.
    • We might be able to lend you a replacement phone - As long as we have a loan phone in stock, we'll lend you it to use while you wait for your phone to be fixed. Just ask when you're in store. You may need to pay a deposit of up to £50

    We'll repair it

    We'll test it

    • We test your phone to manufacturer's standards - if there are still problems your device will go back for more work.

    It's ready to collect

    • We’ll contact you when your device is ready to collect from the store you handed it in to.
    • Ask the staff in store to show you your device working before you take it away.
    • If you borrowed a replacement phone, please bring it back when you come in; then we can return your deposit.
  • How do I track a repair?

    Visit the Carphone Warehouse website to access the Online Repair Tracker tool, and follow the instructions provided.

    • The repair tracker works in real time to give you up-to-the-minute info about your repair.
    • It'll tell you where your device is, what we're doing with it, and how long it will be until it's ready to collect.
  • How long do repairs take?

    Mobile phones

    If you bring your mobile phone into a Tech Hub:

    • Many mobiles can be fixed on site on the same day (we fix about 80% of phones on the same day, though some repairs can take longer).

    If you bring your mobile phone into a regular Carphone Warehouse store:

    • We'll send your product to our central repairs workshop to be fixed. It can take up to 14 days until it is back in store for collection.

    If your mobile phone has to be sent to the manufacturer for specialist repair:

    • Sometimes we'll need to send your product back to the manufacturer. It can take up to 28 days until it's ready to collect. The time taken for the manufacturer to repair a product is unfortunately not something Geek Squad can control.

    Games consoles and laptops

    We recommend you contact your manufacturer directly. Though we'll happily organise your repair for you, all laptops and games consoles have to be sent to the manufacturer for repair, so you'll get your product back quicker if you contact them directly.

  • How much do repairs cost?

    The different types of repair

    • Manufacturer fault repairs are free if your phone is within the manufacturer's warranty period (even if you didn't buy your phone from The Carphone Warehouse). A manufacturer fault is any problem that develops because of the way a product was made. We'll repair these faults for free if your product is within its warranty period.
    • Faults not covered by the warranty (including liquid and physical damage repairs) cost between £29.99 and £169.99 depending on the type of phone. If you are a Geek Squad insurance customer you will only be required to pay your policy excess.
    • Resetting security codes costs £9.99
  • Are there any faults/devices that you can’t repair?

    We always do our best to fix your product, but occasionally we have to send something back unrepaired. These are the most common reasons:

    • The fault isn't covered by the manufacturer's warranty (you might still have the option to pay for a repair).
    • It's cheaper for you to buy a new product instead of paying for it to be fixed (this is called beyond economical repair).
    • There are signs of liquid damage.
    • Your phone has been blacklisted by your network. You can contact your network to deal with this and then give it back to us for a second attempt.

FAQs about Trade ins

  • What condition should my phone be in for a trade in?

    We accept both working and faulty phones for trade in. However, your mobile phone must meet the criteria below to be traded in:

    Working phones must:

    • Power up
    • Be fully functional
    • Have no screen or case damage
    • Have no missing or damaged buttons
    • Have no water damage

    Some normal wear and tear is acceptable.

    Faulty phones must:

    • Not be crushed or bent
    • Have no components missing

    However, we do accept handsets that are water damaged, won’t power up/work properly or have a damaged screen, case or buttons.

  • What devices can I trade in?

    We can trade in a huge range of handsets, including smartphones by major brands such as:

    • Apple
    • Samsung
    • BlackBerry
  • Can I cancel my trade in?

    • If you’ve placed your trade-in order, but haven’t yet posted your device, you can change your mind and choose not to send it to us. However, this means you won’t be able to trade in this device with us in the future.
    • If you’ve already posted your device to us, you won’t be able to cancel the trade in.
    • If you’ve sent us a different device to the one we valued, the trade-in quote we gave you won’t be valid any longer.

    If you have any other problems with your trade in, please call us on 0370 111 6565 (line operated by Carphone Warehouse).

  • My pre-paid package hasn’t arrived. What can I do?

    Postage-paid packages can take up to three working days to arrive. If you still haven’t received your post bag after this time, call us on 0370 111 6565 (line operated by Carphone Warehouse) and we’ll send you another one.

  • What happens to my trade-in device?

    Once you’ve traded in your device, we pass it on to a third party so it can be re-used. Most handsets go to developing markets, or are passed on to insurance companies to replace lost, stolen or damaged devices.

  • How will I be paid for a trade in?

    Once your device has been successfully traded in, we’ll pay you the value of your device by direct bank transfer. This means the money will reach your account within 3 working days of us receiving your item. We can also pay by cheque.

  • How can I trade in my device?

    There are two easy ways you can trade in your device with Geek Squad:

    • Online. Simply enter your device’s details (brand, model or IMEI/Serial number) and we’ll tell you what it’s worth. We’ll send you a pre-paid package so you can post your handset to us. Then, as soon as we receive your item, we’ll directly transfer the money into your account within 3 working days.
    • In store. You can bring your phone into any Carphone Warehouse store and we’ll tell you how much it’s worth. We’ll pay you by direct bank transfer, so you can knock the amount off any replacement device you buy in store.
  • Why have Carphone Warehouse contacted me about my trade-in?

    Geek Squad is part of Carphone Warehouse and all trade-ins are processed through the Carphone Warehouse company. Once you have arranged your trade-in online, communication you receive may be from Carphone Warehouse.

If your question isn't answered here just drop us a line, 24/7.

Contact us online

or on the phone

0800 049 6190

For any Trade in enquires please call

0370 111 6565