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Frequently Asked Questions More about Geek Squad and our services

FAQs about Insurance

FAQs about Tech Support

  • How do I contact you for technical support?

    If you need technical support just give us a call on 0800 049 619 to speak to one of our Agents.

  • 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.

    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.

  • 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.

  • How do I make a complaint about Geek Squad Tech Support?

    We hope we never give you cause for complaint but if you’re ever unhappy with the service please get in touch so we can hopefully make things right. You can call us on 0800 049 6190 or message us using the form on our Contact Us page.

FAQs about Repairs

FAQs about Trade Ins

  • 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.

  • It's been 5 working days and I haven't received my trade-in payment, who do I contact?

    If your payment hasn’t appeared within 5 working days please call us on 0370 111 6565 so we can investigate this for you.

  • How do I make a complaint about a Geek Squad trade-in?

    We hope we never give you cause for complaint but if you’re ever unhappy with the service please get in touch so we can hopefully make things right. You can call us on 0370 111 6565 or message us using the form on our Contact Us page.

Contact us online

or on the phone for insurance help and 24/7 tech support

0800 049 6190

For any Trade in enquires please call

0370 111 6565