Frequently asked questions

If you need hardware service for mechanical or electrical failure in the first year after device purchase:

• Contact Spectrum Mobile at 1-833-224-6603.

If your device is lost, stolen, accidentally damage or, if you need hardware service after the first year of device purchase:

• You can file your claim by simply visiting the home page on the site and start at the "File, Continue or Track My Claim" box located at the top right-hand side.
• You can also call 1-877-875-4282 and an Assurant Care Specialist will work with you to process your claim.

If your device is lost or stolen, call Spectrum Mobile at 1-833-224-6603 to suspend your service and protect yourself against unauthorized use.

Please remember that only the Spectrum Mobile primary account holder can file a claim. To help you get through the claims process quickly, we recommend that you have the following items on hand before you begin:

• Your Spectrum Mobile wireless or IMEI
• Your device model and storage size
• Description of what happened to your device and date of incident
• Contact info (we may ask for your government-issued ID)
• Your billing ZIP code (for security purposes)
• Payment method for service fee/deductible (can be paid by credit card, debit card or eCheck)

Your email address allows us to provide you with important information on the status of your claim, such as when it has been approved, when your device has shipped, and a tracking number to confirm delivery of your device. Please note that your email address is used for claim purposes only.

Your device's manufacturer and model can be found on the device's original packaging, as well as on the original receipt.

Your device's IMEI is 8 - 18 digits long and may be an ESN or MEID. This number is typically located underneath the battery or may be found on the original packaging for your device, or your purchase receipt.

Sometimes, additional information or documentation may be required before a decision can be reached regarding your claim. To help prevent any possible delays, you can view the status of your claim and determine whether any additional information is required by visiting the home page and following these three easy steps:

• Enter your Mobile Number or IMEI in the File, Continue or Track My Claim box and click ‘Submit’.
• Enter your ZIP code and key in the numbers/letters, including any spaces into the box. Then click ‘Continue’.

Click on the ‘My Claim Documents’ tab to verify whether your claim documents have been received or if additional information is needed.

If you have filed a claim with Assurant, the fastest and easiest way to check the status of your claim anytime is by visiting the home page on this site and following these three easy steps:

• Enter your Mobile Number or IMEI in the File, Continue or Track My Claim box and click ‘Submit’.
• Enter your ZIP code and key in the numbers/letters, including any spaces into the box. Then click ‘Continue’.

Tabs will appear at the top of your screen providing you with additional information as you move through the claims process. Simply click on each tab for details. 

Once your claim is approved, your device will be shipped via next-business-day delivery, Monday through Friday, when available, at no additional cost to you. Saturday delivery may be available for an additional fee.

Your device will be replaced with a reconditioned one of like kind and quality. In the event a reconditioned device is not available, we will replace it with a new model of like kind and quality. Device color may vary depending on availability.

1. For fastest activation, was your claim for a …
   • … Damaged Device? Move the SIM card from your old device to your replacement and you’re good to start using your device (a SIM card may be pre-installed in your replacement which you should remove and discard)!
   • … Lost/Stolen Device? If the replacement device your received does not have a pre-installed SIM card, insert the one provided in your replacement package now and proceed to the next step.
2. Locate the IMEI number for the device on the replacement box label.
3. Visit spectrummobile.com/activate to activate your device or call Spectrum at 1-833-224-6603 and provide the IMEI number.

Once your claim has been approved, the claimed device becomes the property of Assurant and must be returned using the instructions and pre-paid label provided.

You will find the necessary items to return your broken device, including instructions and a pre-paid label, within the packaging of your replacement device.

Then, you can use the Track My Claim function to verify whether the claimed device has been received.

If you have misplaced the mailing label needed to return your broken device, you can print a replacement mailing label following these three easy steps:

1. Enter your Mobile Number or IMEI in the File, Continue or Track My Claim box and click 'Submit'.
2. Enter your ZIP code and the words you see (including the space) in the spaces provided and click 'Track My Claim'.

Click on the "My Return Instructions" tab located at the top. Then click the "Return Receipt Label" link to download your label in PDF format.

If the approved claim involves a damaged or malfunctioning device, you will be provided with detailed information on how to return it. If the broken device is not returned within 10 business days, you will be subject to an Unrecovered Equipment Fee no greater than the value of the replacement device.

It's an easy-to-use application that helps you solve technical issues and optimize device performance. Spectrum Mobile customers enrolled in the Spectrum Mobile Protection Plan have access to enhanced features including:

• Live technical support
• Antivirus and Wi-Fi Security by Avast
• 50 GB of Secure Backup and Restore
• Speed Check
• Diagnostic Alerts
• How-to and Troubleshooting Guides
• Protection Details
• Claims Management

The app is pre-installed on Samsung and LG devices but will need to be downloaded on Apple and Google devices. You can download the app by going to the App Store or Google Play Store and searching for Pocket Geek® Mobile.

Pocket Geek^® Mobile app can be used on devices with Android version 7.0 and higher and Apple iOS 13 and higher.

With the Pocket Geek^® Mobile app, users have access to the following features:

• Live technical support– Tech specialists can help you set up and use all the connected devices in your home
• Secure Backup–Back up and restore up to 50 GB of photos, videos, files and more
• Antivirus and Wi-Fi Security by Avast– Protection from hackers, viruses and other threats
• Speed Check – Run tests to see download, upload, and ping speeds
• Diagnostic Alerts – Scan for device issues and stay informed with alerts
• How-to and Troubleshooting Guides - Ability to self-serve through recommended tech content to learn tips and tricks for smart devices and even view troubleshooting device simulators.
• Find my device – If your device is lost or stolen, you can locate it or remotely lock it until you find it.
• Protection Details – View your protection plan details including coverage and service fee/deductibles, and file a claim easily and securely
• Claims Management – File and Track your claims

Pocket Geek^® Mobile uninstalls like any third-party app. To uninstall, follow these steps:

Go to Settings>Application manager>Pocket Geek^® Mobile >Uninstall

Pocket Geek^® Mobile uninstalls like any third-party app. Touch and hold the Pocket Geek^® Mobile app icon on your device's Home screen until the icon starts to jiggle. Tap the "x" situated on the corner of the app icon and tap "Delete" to uninstall. If you would like to cancel or stop uninstalling the application, simply tap Cancel and/or the Home button

You can email support@pocketgeek.com for any app related question.

Pocket Geek® Privacy is a comprehensive technology solution that helps you take back control of your online data and protect your digital identity across all of your devices. It is available as a mobile app and desktop browser extension and it includes four features that enable you to take steps to stay safe from hackers, spammers and trackers.

• Password Manager —  securely store and retrieve usernames and passwords across all of your devices.
• Alias Manager — create and manage anonymized email addresses (aliases) to protect your personal email address.
• Tracker Manager — experience faster, more secure and more enjoyable internet browsing by limiting ads and trackers.
• Data Manager — keep track of who you’ve left your data with and add important data for safekeeping.

Pocket Geek Privacy is available as a desktop browser extension on Google Chrome (version 64 or higher) and Mozilla Firefox (version 57 or higher). It is also available as a mobile app for Android devices (version 5.0, aka Lollipop, or higher) and iOS devices (versions 10 and higher).

Yes, you can install and use Pocket Geek Privacy on multiple devices and browsers. Your account and associated personal data get synchronized on all devices you’re logged into.

You can delete your account at any time from your “My Account” page. Account deletion will remove all of the data attached to your use of the mobile app and browser extension from our servers. It won‘t cancel any other bundled benefits, if any. However, if installed, the Pocket Geek Privacy browser extension will still be on your browser and the mobile apps will still be on your device(s). Account deletion is irrecoverable. We highly recommend that you export data your data before deleting your account.

You can schedule a call with a live agent through the Pocket Geek Privacy Portal or submit your questions through a support form and a member of our support team will email you their response. You can also reach our support team by phone at 1-866-237-3137 from 8 a.m. to midnight EST, 7 days a week (excluding holidays).