Replace faulty devices

Find out what to do if a laptop or tablet you’ve received from us is not working.


If a device is not working within 3 days of receiving it

We’ll send you a replacement device within 2 working days of returning a device.

If a device will not start, check it’s fully charged and plugged into the mains. If you still cannot start the device, email with ‘Device won’t start’ in the subject line. Include your order number and the device serial number so that we can help you as quickly as possible.

If a device stops working after 3 days

All devices supplied by the Get help with technology programme came with a 12-month manufacturer’s warranty. If you encounter a fault, please refer to the manual supplied with the device or the manufacturer’s website for information on how to make a claim.

Depending on the manufacturer’s warranty process, you may be required to pay courier costs when returning faulty devices.

If you’re looking to replace restricted Windows laptops or tablets that came with DfE settings pre-installed, please be aware that replacements from the manufacturer will come with standard factory settings.

It is your responsibility to ensure these devices are safely set up for users. Refer to our guidance on preparing a standard Windows device for steps to take regarding applying appropriate safeguarding and security settings.

Outstanding device replacement requests

If you reported a faulty device through the Support Portal before 24 March 2021, you will have received an email explaining how to order a replacement.

Log into the Support Portal to check the progress of your order, or contact us if you have any queries related to a device replacement request.

4G wireless router faults

Separate guidance is available explaining what to do if you have technical issues with a 4G wireless router.