IN CAHOOTS WITH THE CARPHONE WAREHOUSE

Frequently asked questions.

Suffering from information technology overload? Often wondered what's important and what's not? Never fear.
Geek Squad Agents have put together a list of important questions you may want to ask us.

Just click on the questions to find out the answer.

General

Can I really get help 24 hours a day?

A: Yes indeed. We're here for you 24 hours a day, seven days a week. Although our locations have limited hours, you can contact Geek Squad at any time by calling 0800 049 6190. We'll happily talk you through the problem or send a Geek out to your location, at any time of the day or night. (Additional charges may apply for rapid-response services or service outside of standard installation hours - call 0800 049 6190 for details.

Do you guarantee your service?

A: Yes we do. If you're not satisfied with your service, please contact Geek Squad. We have total faith in our Geek Squad agents abilities, so we operate on a 'no fix no fee' basis. Any work we carry out in your home or workplace is guaranteed for 30 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.

How do I pay Geek Squad?

A: Unfortunately the Geeks don't accept cash or cheques, but they do take all major cards:

  • Credit cards: Mastercard, Visa, American Express
  • Debit cards: Maestro, Visa Electron, Visa Debit, Solo
Which services do Geek Squad provide?

A: We provide quick and expert solutions for all things technological. We offer computer support and repairs, show you how to make "convergent" home technologies work together (such as home networking, gaming, and entertainment devices), as well as technology tuition. We regret that the Geek Squad Agents are unable to discuss the latest bands or fashion trends.

Can Geek Squad help me with electronics I've bought at any store?

A: Yes, no matter where you bought it, we can troubleshoot, install or optimise all of your computer-related and technological devices. We get excited about pretty much anything with a plug.

Can Geek Squad help me with my MP3 player?

A: Yes. Their taste in music might be considered less than cool, but our Geek Squad Agents are experts at helping you set up and manage your music files and MP3 player. They can even help you remotely from the comfort of Geek Squad HQ, so they don't waste any valuable time on their mopeds.

What if Geek Squad can't fix a problem, or it goes wrong again after the Geek Squad Agent has finished the service?

A: In the highly unlikely event Geek Squad turn up and can't fix the problem, it won't cost you a penny. And all work carries Geek Squad Promise - if the problem we fix rears its ugly head again we'll do our best to sort it out - fast and free of charge. Home visits are guaranteed for 30 days, remote fixes for 5 days. For further details, please see our Terms of Service.


Geek Squad Technology Support

What does Geek Squad technology support cover?

A: Our major support services include home networking, repairs, tune-ups, web security, email, storage and data back-up, advice, but if it’s something that involves a computer, chances are we can help. Just speak to a Geek Squad Agent and they’ll work out what you need. Geek Squad are here to resolve your problem from beginning to end, without transferring you to someone else.

Does Geek Squad technology support have any special requirements for computer operating systems?

A: Geek Squad supports the following computer operating systems:

  • Windows 98 SE
  • Windows ME
  • Windows 2000
  • Windows XP
  • Windows Vista™
  • Mac OS
Does Geek Squad technology support have requirements for computer hardware?

A: Yes, we require the below as minimum:

  • Pentium 2, processor speed of 233MHz or above
  • 64MB RAM
  • You also need a working broadband internet connection (from any internet access provider)
What is expected of me?

A: 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
  • You must back up your Software and Data
  • You agree to follow our reasonable instructions, including any security instructions
  • You are responsible for running current anti-virus and anti-spyware software and adoptingother appropriate security or maintenance procedures.
What can I do when I have a technical problem?

A: If you have a technical problem, you can call us any time of the day or night on 0800 049 6190 and one of our Geek Squad Agents will resolve your problem over the phone. When you call, please ensure that you have your account details to hand.

What technology issues does Geek Squad technology support not provide support for?

A: Geek Squad technology support is a home IT support service, so business-related IT issues aren't covered. We are also unable to provide support for the following:

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

Remote Fixes

What are "remote fixes" and how do they work?

A: Many jobs can be done without the need for a home visit. "Remote" fixing allows Geek Squad to access your computer via your broadband connection. We will then take control of your mouse to carry out the work, talking you through what we are doing over the phone.

What are the requirements for remote fixes?

A: For an Agent to perform a remote fix you will require a working broadband internet connection with your computer using Windows XP, Windows Vista or Mac OS 10.4 up

Can I really get remote support 24 hours a day?

A: Yes indeed. We're here for you 24 hours a day, seven days a week. You can contact Geek Squad at any time by calling 0800 049 6190. We'll happily talk you through the problem or if needed, start a remote support session at any time of the day or night.

What is this PIN code?

A: A 6 digit PIN code is what we will provide you with should we require access to your computer for those more difficult to solve problems.

How do I start a remote Fix?

A: Two ways, you can either sign up for Geek Squad Support and get unlimited remote fixes, or try us out with a fixed price, no fix no fee remote fix service. When you are ready to start a remote fix just pick up the phone and call 0800 049 6190.

Once we diagnose your issue may require access to your computer in order to resolve it, we will then direct you to www.geeksquad.co.uk and give you a 6 digit PIN code. This PIN code is unique and is used to allow us to setup the remote control session.

You can end the session at any time and once the service is completed the remote session program will delete itself. If you require another remote fix in the future we simply follow the same short process.


Home Visits

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

A: Someone at least 18 years of age must be present during the entire time period that services are provided. Our Geek Squad Agent needs full access to the computer(s) and/or peripheral(s) to be serviced, access to your residence and of course your consent and co-operation to enter your residence. We also insist that you provide the Geek Squad Agents with a safe working environment, working space and electrical power.

What can I expect when a member of Geek Squad visits my home?

A: Upon arrival, our Geek Squad Agent will show you their identification badge verifying himself or herself as a member of The Geek Squad. They will then talk you through the problem to help you understand it. Upon completing the job, our Geek Squad Agent will provide an understandable and concise verbal and written statement of the facts, and how they solved the problem. We'd like to assure you that all Geek Squad Agents are trained in making sure people don't glaze over.

I’d like to book a home visit from Geek Squad. How do I arrange this?

A: To arrange for a geek to come to your home, you need to first check you are covered using our online postcode checker at www.geeksquad.co.uk. If you are within our coverage areas, you can then call us on 0800 049 6190 to schedule an appointment. Remember, as a Geek Squad Support customer you save 20% on every home visit you book.


Insurance

Where and how can I buy Geek Squad insurance?

A: You can buy Geek Squad insurance in any Carphone Warehouse store or over the phone by calling 0800 049 6190.

  • You can only buy Geek Squad insurance within the first 30 days of buying or upgrading your mobile, computer or USB/Wi-Fi modem.
  • Currently, we only provide Geek Squad insurance policies for mobiles, computers or USB/WiFi modems bought from The Carphone Warehouse.
What insurance policies are available?

A: For a full list of Geek Squad policies, go to the insurance page here

How do I make a claim on my mobile phone?

A: Theft, loss or malicious damage claims:

  • For theft or loss, contact your network provider within 24 hours of noticing the incident and ask them to bar your mobile phone service line.
  • In all cases, report to the police within 48 hours of noticing the incident and obtain a crime or loss reference number.
  • Contact us in one of three ways to make your claim:
  • Visit any one of The Carphone Warehouse stores.
  • Visit the Geek Squad website geeksquad.co.uk/claim
  • Call a Geek Squad agent on 0800 049 3041.

The claims department is open Mon-Fri 9am-7pm, Sat 9am-6pm and Sun 10am-5pm.

B: For damage or ACP claims: If you are claiming for damage or using the ACP feature, you need to visit any one of The Carphone warehouse stores, to make your claim.

How do I make a claim on my computer or UBS/Wi-Fi modem?

A: 

  • For theft of your USB/Wi-Fi modem, we recommend you contact your network provider as soon as possible after the incident and ask to bar your internet service line.
  • For theft or malicious damage of your computer or USB/Wi-Fi modem, you must report to the police within 48 hours of noticing the incident and obtain a crime
    reference number.
  • For theft or damage (including malicious damage) of your computer or USB/Wi-Fi modem, call Geek Squad on 0800 049 3048 with your name, date of birth, address and policy number as shown on your certificate of insurance. and as soon as your claim has been authorised (either directly over the phone or via a follow-up letter) visit any one of The Carphone Warehouse stores to make your claim.

The claims department is open Mon-Fri 9am-7pm, Sat 9am-6pm and Sun 10am-5pm.

How do I change my address or bank details?

A: Go to Contact us on our website and select what you would like to do from the dropdown menu. You can also call 0800 049 6190 (calls may be recorded and monitored).

Can I cancel my Geek Squad insurance policy?

A: Under the rules of the FSA, you have a right to cancel your policy within 14 days from the day you took it out, or the day on which you received your policy documents, whichever is latest. You can cancel your insurance policy at any time by completing the online form. Go to Contact us on our website and select ‘Cancel my insurance’. You can also call 0800 049 6190 (calls may be recorded and monitored).

  • If you cancel within the first 14 days and payment is taken from your account, we’ll refund it and terminate your policy.
  • If you cancel after the 14 days and you have made a payment, you can cancel your policy, but you will still be covered until the paid premium expires.
Can I get a refund?

A: You can request a refund by calling customer services 0800 049 6190 (calls may be recorded and monitored).

We will assess the refund and either accept or decline it.

  • If the refund is accepted, you will get a letter telling you that the money will be in your account within seven days.
  • If the refund is declined, you will get a letter explaining the reasons why.
Can I appeal if I am refused a refund?

A: You can appeal against the decision in the same way as you apply for a refund (see ‘Can I get a refund’). Select ‘Submit an appeal for a declined refund’ instead of ‘Refund request’. Or you can write to the Geek Sqaud Insurance Administration Team at:

Geek Squad Insurance Administration Team
The Carphone Warehouse
1 Portal Way
North Acton
London
W3 6RS

The team will assess the appeal and either accept or decline it. You’ll receive a decision within three days. If accepted, you’ll get a letter telling you that the refunded money will be in your account within seven days.

How do I make a complaint about my policy?

A: We take all complaints we receive seriously and aim to sort out all our customers’ problems promptly. If you are not happy with our service for any reason, we would like to hear from you. To make a complaint, please contact us as follows:

  • in writing, addressed to: Geek Squad, Po Box 358, Southampton SO30 2PJ.
  • via our website at geeksquad.co.uk/contact and submit a form.
  • by telephone, on number: 0800 049 6190.
What is loss?

A: Loss is when you (or someone you have given permission to use your insured item) accidentally loses it during your period of cover. This includes if your item is left in a public place or a place that people you don’t know can easily access. Geek Squad also does not cover loss of information of any kind stored in your insured item. This includes any downloads, software and files. This also includes any financial loss or other loss of turnover, profits, business, goodwill or expected savings.

Please note, only Geek Squad Mobile Max policies cover for loss.

What is family and friends cover?

A: All Geek Squad insurance policies cover your insured item when it is being used by any other person with your permission.

What is email technology advice?

A: This is a service by which you can email an agent with technical questions or for advice on an issue relating to your insured item.You can access this service by emailing protect@geeksquad.co.uk and an Agent will endeavour to respond to your email within 24 hours. Please note this is only a question and answer service. It is not a repair or formal problem resolution service and hence, there will be instances where Agents are unable to help, e.g. if it appears that your insured item is broken or requires detailed examination in order to establish where the problem sits.


Technology Problems

Complicated issues can have simple answers when you’re with Geek Squad.

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

A: 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?

A: 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. And, even though you may remove the virus or fix the problems it caused, the spyware remains on the computer, collecting data and reporting back to parties interested in stealing information. 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.

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

A: 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. To find out if you have a virus or spyware, just run our scanning tools. 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.

How do I keep viruses and spyware off my computer?

A: Here’s what you can do:

  • Be cautious of suspicious emails from unknown sources - We can infect your computer.
  • Steer clear of the dodgy websites - these are a haven for malicious and annoying intruders.
  • Make sure you have anti-virus and anti-spyware installed on your computer and don’t forget to download updates every day.
  • Be sure to regularly update your computer with the latest patches from Microsoft.

  • Geek Squad can help combat spyware, click here to find out more. 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.

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

A: 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 (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. 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?

A: Our Agents are, by nature, networking experts. Call 0800 049 6190, speak to a Geek Squad Agent and We’ll arrange to lovingly install a networking services router for youWeor find out what’s causing problems and come up with an answer..

How can I get Geek Squad to help me?

A: Simply call 0800 049 6190 and speak to a Geek Squad Agent. We’ll help you find out what’s causing the technology problem and come up with an answer.

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

A: There are a number of things that cause your computer to slow down. It could be you have too may programs running in the background. Or maybe spyware or viruses are slowing you down. See how Geek Squad offers to help get your computer up to speed, click here to find out more. 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.

How do I know which version of Vista is right for me?

A: Windows Vista™ comes in multiple versions; Windows Vista™ Home Basic, Windows Vista™ Home Premium, Windows Vista™ Business and Windows Vista™ Ultimate. To find out which version is right for you, speak to a Geek Squad Agent on 0800 049 6190.

How can I get music and video on to my mobile phone or iPod?

A: Lots of phones and mp3 players now come with the software, cables and instructions you need to get them to ‘talk to’ a computer. However, if you’re struggling to get the ‘conversation’ going, why not call Geek Squad? We’ll happily scoot out to your home to transfer music and video onto your phone, iPod or mp3 player – and to show you how to get the most out of the device. For example, did you know you can use an iPod as an external hard drive? Or that you can sync your phone to your computer’s calendar and contacts so you have the most up to date information on both?