Wireless Support

Troubleshooting Your Device Online

Troubleshoot your device online by answering a short series of questions designed to diagnose and correct the problem. If doing this doesn't work, you will be provided options for repairing or replacing your device based on its warranty status.

The cost for a replacement device will depend on 1) whether the device is covered under the manufacturer's warranty, 2) if you've purchased an extended warranty like AppleCare+, or 3) if you have device protection like Wireless Protection or Wireless Protection with AppleCare Services.

If device replacement is recommended, you'll see the maximum replacement charge possible before submitting the replacement request. At that time, you can decide if you want to submit the warranty replacement request or take the device to a C Spire Repair Center for repair. C Spire is an Apple-authorized service provider. The final replacement cost will be determined once we receive and inspect your malfunctioning device.

Before getting started, confirm that your device has the latest software update. If you need help, learn how to update the software for your device. If you are unable to do this based on the issue with your device, please continue to the next step.

Select the device on your account that you want to troubleshoot.

Select the issue you are experiencing with the device.

Answer the series of "yes" or "no" questions about the device and provide additional information if requested.

After answering the questions, you’ll be presented with the available options based on the warranty status of your device.

If you opt to replace your device, below is an example of the information you'll be asked to review and accept. The specific details will differ based on the device.

The User Agreement provides the maximum amount that you could be charged for the replacement of your device. This is the potential replacement cost before we look at your account to see if your device and its issue are covered by the manufacturer’s warranty or extended protection you've acquired.

Also note that:

If your device’s issue is covered under the manufacturer’s warranty, you will not be charged for a replacement device.
If you have purchased extended protection for your device (e.g., AppleCare+, Wireless Protection, or Wireless Protection with AppleCare Services) and the issue is covered under this protection, you may only be charged the processing fee/deductible.
If your device is not covered by any warranty product, you will receive a text message on your replacement device with the final amount that will be charged to your account.

You must accept the user agreement before being able to continue.

Note: This information is subject to change without notice.