How do I get connected with an Agent?
Choose Agent

1.Choose
a service.

Connect to Agent

2.Click
"Start Now" to get connected with an Agent.

Problem solved

3.Done
Relax while your issue is solved.

 

Help & Frequently Asked Questions

Contact Us

We would love to hear from you, so you are invited to contact us with any questions you may have:

For queries related to the Online services provided on the Online.GeekSquad.ca please fill out this form.

For all other issues related to in-home, in-store, repair or Geek Squad Black Tie Protection please click here.

Service Guarantee

Geek Squad guarantees our remote services for 30 days. If there is a problem with the service we provided, we will work to remedy your problem quickly and at no additional cost if notified within that 30 day period. For details, read our Terms of service.

Searching for Virtual Agents

Anytime you need tech support, just type the product name, in the search field at the top right of any Online.GeekSquad.ca page and click Search. Then, select the Agent of your choice and click "Connect Now".

Remember that you have to be signed-in on order to contact Online.GeekSquad.ca Virtual Agent.

Registering as a Customer

Online.GeekSquad.ca services are available only for registered customers. Registration is free, Click here to register.

System Requirements

  • Windows XP SP2, Windows Vista or OSX
  • Internet Explorer 6 (SP2) and higher or Mozilla Firefox 2.5
  • 300 MHz or higher (processor clock speed recommended), 233 MHz minimum required (single or dual processor system)
  • Intel Pentium/Celeron, or AMD K6/Athlon/Duron, or compatible processor recommended
  • 256MB RAM or higher recommended (The minimum may limit performance and some features)
  • 1.5GB of available hard disk space
  • Super VGA (1028x678) or higher
  • Recommended to use the default browser security setting levels
  • Macromedia Flash 8 and up
  • Must have a working high speed internet connection

Problem Resolution

Our objective is to solve your problem as quickly and as painlessly as possible, but there may be situations where the Agent you contact initially won't find an immediate resolution. Unlike most other tech support companies, in cases like this we offer our Virtual Agents the option of consulting with a fellow Agent on our network. If appropriate and with your consent, a case may be forwarded to another Agent who will be able to better handle your problem.

Contacting a Live Agent

To start a session:


Go to Online.GeekSquad.ca

Select a Virtual Agent and click the "Connect Now" button

Wait for the Agent’s response. When the Agent is ready to take your call (within 45 seconds max) you will get a success message.

Click the "Start Session Now" button on your screen and wait for your chat window to open.

Using the Chat Window

Once you are connected to an Agent, the chat window is your first option of communication. Later in the session, if need be, you and the Agent will be able to speak on the phone for free.

We have seen cases where strict popup blocker configuration may cause the chat not to open. If this is the case, make sure to allow pop-ups on Online.GeekSquad.ca site. It's important to emphasize that we use popup just to open the chat window and not for advertising.

The chat window has two white sections. The upper section displays messages exchanged and the lower section is for you to type in and send your messages.

After typing your message in the lower section press the Enter key and the message will be sent to your Agent.

Phone Support

Once you are connected to an Agent, the chat window is your first option of communication. Later in the session, if need be, you and the Agent will be able to speak on the phone for free. To request support by phone, click the "Request Agent to Call" button located on the upper part of the chat window.

The chat window has two white sections. The upper section displays messages exchanged and the lower section is for you to type in and send your messages including the phone number you wish to be called at.

After typing press the Enter key and the message will be sent to your Agent.

Ensuring Your Privacy

When designing the tools, we placed concerns such as these on the top of our priority and that is why when the Virtual Agents are using Desktop Sharing tool to access your computer or File Manager tool to transfer files, it is only possible after you give permission. The permission appears on your Session Page (chat).

Note that when using Desktop Sharing tool to access your computer, you can see on your screen everything that the Agent is doing. For more information about Desktop Sharing permission login to your Online.GeekSquad.ca account and select My Place > Help, topic: Desktop Sharing

Using the Same Agent Again

Once your email is registered as a customer, you can always go to Online.GeekSquad.ca for technical support or training.

You can also bookmark your Agent's profile page to make sure you that if you wish, you can always get help from the same Agent.

Password Retrieval

For security reasons we do not save your password, therefore, if it has been forgotten, you will need to set up a new one.

In order to get your new password, fill in the request to reset your password using the Reset Password Form and a new one will be sent to you.

Problems Connecting to an Agent

We have seen cases where strict popup blocker configuration may cause the page not to open.
If this is the case, make sure you allow the use of pop-ups on Online.GeekSquad.ca site (see instructions below).
Note that we use popup just to open the chat window and not for showing advertisements. If your popup blocker is set to ON:
  1. Open Internet Explorer.
  2. Go to Tools menu, select Pop-up Blocker Setting, a window will open.
  3. Type Online.GeekSquad.ca in the Address of website to allow field and click the Add button.
  4. Click Close to close the window.

What is Remote Support

When you have a problem, help is just a mouse click away at Online.GeekSquad.ca. Through your high speed internet connection, a Virtual Agent ® can log-on remotely and provide:
  • Repair
  • Training
  • Setup
  • Installation

About Online.GeekSquad.ca Services

Any time you have a technical issue that you would like help solving, is the time to use Online.GeekSquad.ca. If you need friendly, professional and efficient service, then Online.GeekSquad.ca is the place for you. Whether you need help selecting software, if you have installation issues, need to remove viruses or even help on how to choose the right computer for you, then we have Virtual Agents on hand to help day or night.
Online.GeekSquad.ca gives users instant access to the Web's most robust network Agents capable of handling virtually any tech support-related need.

Top 5 Reasons to Use Online.GeekSquad.ca Services

1. Safe and Secure - When you are connected to a Virtual Agent ®, the session is protected by an encrypted 128-bit connection and you can watch everything the Agent Is doing on your screen at home.

2. Reviews and Ratings - See what other customers are saying before you use a specific Virtual Agent ®

3. Convenient - No need to leave your home to get help for most technology problems. Help through your high speed internet connection is just a mouse click away, day or night. Geek Squad guarantees our remote services for 30 days.

4. Choose Your Agent - Want to use the same Virtual Agent® again? No problem. Geek Squad Remote Support allows you to connect with the same person if they are available. If they are away, you have the option to leave a message and they will get back to you

5. Service Guarantee - Geek Squad guarantees our remote services for 30 days. If there is a problem with the service we provided, we will work to remedy your problem quickly and at no additional cost if notified within that 30 day period.

Secure Environment

When we designed Online.GeekSquad.ca, we wanted to create the most secure possible environment for our customers. To deliver on this promise, we ensure that any significant action taken by an Agent is with your complete consent. Specifically, an Agent must ask for a customer's permission before using desktop sharing to access your computer with Desktop Sharing or File Manager tools to transfer files.

Trained Virtual Agents

In order to be accepted into the Online.GeekSquad.ca Agent community, all candidates must pass a thorough serviceability test, system training program, interview and background check.

Advanced Technology Tools

All Virtual Agents use Online.GeekSquad.ca's advanced technology platform that assists them in delivering the best support experience with workbench applications that include customer relationship management and communication tools, collaboration, call transfer, desktop sharing, diagnostic tools and additional applications.

The Steps of a Service Session

Assess & Pay
Once connected to the Agent of your choice, you will need to describe your issue by the use of either chat window or free phone call with your Agent. To request support by phone, click the "Click to request the Agent to call you" button located on the upper part of the chat window. Your Agent will send a Job Offer that includes the scope of work and the costs involved, for your approval. Once you agree, the Billing Details window will open. If you have a discount coupon it will be available for selection here. After the payment details have been arranged, you will move on to resolve the problem.
Resolve
While working on solving the issue, it may be necessary for the Agent to install tools in order to give the best support possible. In this case, no action will be taken before the Agent is given customer consent.
Report
Once the session has been completed, the Agent will take a minute to prepare a short report, summarizing the service given. On completion, this analysis will be sent to the customer for approval and will indicate the end of the session.
Feedback
We at Online.GeekSquad.ca take customer service very seriously and appreciate all comments that you may have to help us continually improve our service. Please take a moment to answer several questions and write feedback in your own words about your Agent and the service you received. Your comments will be forwarded to our customer service department and directly relate to the star rating of our Virtual Agents.

Pricing Options

We offer all our customers a brief complementary consultation before the session begins. Once connected to an Agent, you will be asked to give a short description of the issue, and the Agent will recommend the right service for you.
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