Google Fiber Reviews

I have contacted Google Fiber three separate times simply to update my credit card information so that my account remains current and my service is not interrupted. What should have been a straightforward process turned into an extremely frustrating and time-consuming ordeal. The issue stems from two email addresses being associated with my account. Because of this, I was unable to access the Google Fiber platform to update my payment information myself. I explained this situation to multiple representatives and requested assistance in resolving it. However, I was repeatedly told to log in to the online platform, even after explaining that the duplicate email issue was preventing me from doing so.

The customer service is trash, and you may get 1 out of 1000 that has been trained. I requested to move the service and it created a nightmare. They forced me to take new equipment and told me to trash the old. Thank God I didn't because there was a $160.00 hold on my funds until it was returned. They expressed that my new apartment still had active service and I would need to located the tenant to have them sign off. After 3 months of lies and hanging up in my face, a copy of my lease was the only thing needed. I submitted the lease 4 times within 3 weeks. Then I was forced to create a new email address so they could create a new account, which created more issues. I did not have access to that account for another 3 months because they changed the password and phone number without telling me.

The construction team showed up two days before my appointment time and installed the box outside of my bathroom on my brand new siding without any approval. They damaged my siding in the process. Customer service said they would have the construction contractor come take a look and fix the issue and it has been almost 2 weeks. They also did not update my profile and the fiber installation. Tech still came out to try to hook it up, even though the box was outside of my bathroom on the second floor.. The fiber technician who showed up was fantastic. He agreed the process was not handled correctly and informed his manager that I was waiting on the construction crew to come back out and fix the issue. As I mentioned deciding on my house is brand new. I’m not sure what company thinks. It’s a good idea to screw in accessories to brand new siding without talking to the homeowner first.

So we recently moved to a different town and unfortunately Google fiber does not cover the area. When I cancelled my service, they said that I needed to turn in the equipment and they would not charge me for the following month. Well they lied, I turned in everything on time and they still took a payment. When I called, the customer service representative said it would take a month to get my refund back. Here it is the end of June almost 2 months later and still no refund and when I called on Monday they said that we were supposed to receive the refund in the next 2 to 4 business days. Well it’s now Friday and no refund. This is ridiculous. It should not take this long to give a refund. So now I have to call them back and see what excuse they have now. This is how you treat a customer that has given you over $6000 in the 6 years that we were with your company.

I thought Xfinity was bad but GFiber has taken lousy unhelpful abusive and downright fraud level customer service to an art form! For 18 months I've had to call repeatedly every 3 months because they keep deleting my Wi-Fi extenders from my profile because a single agent 18 months ago deleted the wrong extender from my account by marking it returned instead of marking the 1 I did exchange.

GFiber subcontractors have been in our neighborhood for over 3 months. First they spray painted all over everyone’s property. Then they all showed up unannounced to start tearing apart our streets and yards. We had just gotten all of our streets repaved less than 3 years ago and they have trashed all of them. They use our fire hydrant water, though we are in a severe drought. They keep redigging the same holes. They leave our gutters filled with concrete and broken pavement. I have called GFiber to discuss. My last call was taken from a gentleman in El Salvador!!! Give me a break. This is all wearing on us. I know many neighbors will not opt for their service. Just read the reviews….who would want it?

Google Fiber thinks they can just ruin and dig a 3 foot whole in your yard to install their fibers when you don't even have their service.

I am an employee of an apartment complex who was offered complimentary wifi. I transferred and they failed to transfer my complimentary account and freely gave it to the resident who moved in to my old apt. I have since been charged and they won't work with me to fix it. Customer service gives me the run around including my property manager. She can’t even get a hold of our sales representative for the property. Property managers, apartment community owners, and residents save yourself the trouble. This company sucks.

I had nothing but trouble. My neighbor had recommended the service so I decided to give them a try. Nothing but trouble from the onset. It started with a rep showing up unannounced and just drilling into the side of my home. I heard the drilling and went out to see what was going on. Was told he just does what he is asked to do and copped an attitude with me when I asked if he thought that maybe he should speak with the homeowner before drilling into their home? I called sales rep and advised of the issue.

I was double-charged last month. Today, I made the 4th call to get my money back. All 4 representatives have admitted that I was overcharged. The first two calls, I was told that a refund would be issued in 4-5 days. The third representative said she was escalating it, and I would be called within 24 hours; that was a week ago. Today's representative requested a supervisor, and we waited 47 minutes to be approved only for the supervisors office to have closed by the time he transferred the call. They have one last chance to give my money back.

I used to not have a problem with Google Fiber but over the past year, it has been AWFUL. I CONSISTENTLY take my phone off WiFi and just use my cellular data, even using my hotspot on my phone for my laptop!!! It's just been getting worse and worse. We have talked with Google Fiber about this and they sent us a new modem and router and that did absolutely nothing. When I try to run a speed test it just usually says "great!" or it says "error". I just did a test speed and it said 29 Mbps download / 22 Mbps upload. NOT GREAT when you're paying for "up to 1000 Mbps".... Forget trying to use WiFi if you're in the master bedroom or basement, we even have a mesh network, that we've changed a couple times to see if that was the issue- it wasn't. Whatever has happened with Google Fiber in the last year, needs to be addressed! I am so close to changing providers. I'm tired of paying $70 for spotty and unreliable WiFi.

Internet connection went out Thursday night. After calling customer service on Friday, then sent out a technician on Saturday morning. The tech couldn't fix the issue and said it was something outside the house cause all the equipment inside the house was working. Said another technician would come later that day to fix the issue. Waited from 10am until 6pm, wasted the whole day waiting for a technician that never showed up. Finally called them back after 6pm, irate that I've wasted the whole day waiting for someone that never showed up, they apologized profusely and said a technician would be out in 45 minutes.

Customer service is horrible. Since they switched companies and Google sold out.. It has become a terrible customer service that I would never recommend to anybody having to deal with if you think this is a good choice. I would try something else.. When my service goes out and halfway through the call we are not able to solve the problem. They just decide to say that I can weigh 24 to 72 hours before they will get back to me and figure out my service that’s pretty damn sad. Time to look for another company to get Wi-Fi and they used to have only Americans that were in your country that you would talk to now you end up with these foreigners, you can’t even understand half the time.

I was on a Google chat to fix my internet for over 30 minutes on Friday. The person did not know how to fix the problem, so he said he would send an new router and it would be here by Sunday. It is now Monday night and no new router. I again contact them tonight with the same results. I would wait several minutes for the person on chat to respond. I was geting upset as my time is valuable. Then he said he had several people on chat at the same time. He kept asking to repeat tasks I had already done. After 25 minutes tonight, he finally said there was something wrong with my account and he can't send me a new router and he will have to get engineering to work on it. I am looking for a new provider as their customer service does not know how to fix problems and waste my time.

They have an issue with their service not working with other servers. So if you have Crunchyroll, it will not work. Images from different streaming apps on your devices don't always show. If you're in the middle of a game, on it will disconnect you from the server at random. I changed the DNS. I troubleshooted the modem contacted them. It has something to do with the fact that they purely use IPv6 and do not use IPv4 at all. And there's no way to change it in the modem whatsoever.

Warning. Last year, I got promotion from Google Fiber: 250Mbp for 30$. I take it, they install it and provided 5G modem and a router to my 200 SqFt backyard office. And all was nice. But since that day by sitting at my computer set, I feel a headache and my face skin have heat or some itching feeling. First, I move my desk away from the modem, then from the router. No change. Then, I bought and hooked up my own router. Still the same like microwave burning feeling. Then the modem stay, but I relocate router in to the house and run 50 Feet line to my computer to avoid the WiFi traveling frequencies. Still the same.

Terrible customer service. We had a tree down our line and it has been 10 days and still no one has come out to fix our internet connection. They are really fast to set your internet up and take your money, but when something goes wrong, you are talking to bots in chats and nothing is done to fix faulty service.

My wife recently decided to switch from COCKS to Google Fiber for reasons of frequent outages, high cost, and poor customer service when calling in to speak with an agent. When I arrived at my house to inspect the install job, I was amazed to discover that the installers put the new equipment on top of my granite counter to display it as though their equipment was a piece of decorative figurines or fine china. To make matters worse, I went outside to discover they also had screwed a black cable running vertical up and down right into the middle of my light tan colored vinyl siding. Not only does it look atrocious, it also is a violation of my Golf course property CC&Rs. Our home is fairly new, and is the only home on the neighborhood with visible wires mounted to the outside of the house.

A Google Fiber sales rep knocked on my door and launched into a scripted comparison of Google Fiber versus Cox. I told him upfront that I was happy with my current service and that price wasn't a factor — we have three teenagers, a remote-office technology architect, and a social media entrepreneur all under one roof, and Cox has been handling it just fine.

Google Fiber, a service I don't use, found it apt to send loud techs a NINE THIRTY PM. I have enough problems with vagrants and drug addicts, and now I have to add to the mix random** immigrants who don't speak english? These ** refused to identify themselves, refused to leave or be quiet, and generally made it seem like some random house not having internet was more important than safety and security on my property. I called the cops twice, told them in no uncertain terms they were trespassing over my property line, and they still tried to say "I Just doing job". Google fiber is an unreasonable company which shouldn't be granted utility access, critically because they abuse it.

We had an ice storm here in Nashville 7 phone calls to Comcast and I couldn't get it through to the person the line was severed from the pole. So I called Google told them to come and get me hooked up. Two months 8 phone calls multiple text conversations and we can not get the line they installed buried in the ground. Told multiple times that it's escalated well their escalation is about as promising as our government telling us our taxes with be cut in half. I've since then bought a tool tried to bury it myself and broke the tool. If I cut the line I will have someone out immediately to reconnect but that team can not bury it. If my wife wouldn't loose her mind I would tell them I burned their box at the street and they can cancel our Internet. What a joke if I handled customer service like Google does I would be out of business faster than you can finish reading this. Gfiber you suck. Oh and it won't let me upload all the photos I have to show you all the issues.

We switched from Cox Cable that we have had for years. Hearing all of the hype of how good the service is we decided to switch. Install went well. In the first week I had to call customer service for connection problems. All 3 calls I couldn't understand the people I was talking to. l see no difference in their speed or upload time verses what I had for 10.00 less a month. Wasn't that good of a deal now.

Might be supposed to be $100 a month. My bill will be $200 a month and they saying that they put two months together and it automatic comes out. You cannot call them, no arrangements with them. I’m about to get them the service canceled.

I DO NOT recommend Google Fiber!! First they were unable to make the fiber service work correctly in my home. We had frequent buffering issues occurring daily. This led to the equipment having to be changed out twice. They sent a tech who took the equipment and never turned it in to Corporate and I was charged $85 twice!!! I even spoke to someone on the phone the first time and explained and they said they would give a credit, but they did not. I had to pay more for WIFI 7 eqt and install and the buffering issues remained. They tried to get me to subscribe for my business, but after this experience, I have to say they are insane to expect me to change to this HORRIBLE customer service and billing experience. I plan to file a police report about the theft of the extenders since they were not turned in by the tech. Customer service was worthless!!!

After taking a day off from work, the installation tech showed up late then proceeded to tell me that my box on the house with the feed was not live so he could not proceed with the installation. "Well we will just come back another day" assuming that I can do it another day was very frustrating. No effort to get it done as promised was made by GFiber. The chat online was also frustrating as it was obvious that the person was moving from chat to chat, not really focusing on the problem at hand.

Please don't get Google Fiber. I had CenturyLink non fiber one which has 3 times more speed than Google Fiber. Luckily I didn't disconnect from CenturyLink. I fell for the ads and promises and the trust on fiber. But trust me the speed is pathetic. For a 1 Gig, I'm getting 100 mbps in most of my laptops and many of my devices like cloud NAS disks stopped connecting. The customer service is a joke, Everytime they escalates with highest priority with 24 hr turn around time and after the 24 hr is passed they close the issue and start another 24 hr cycle. I used it for a day and I'm done. I am going back to CenturyLink. Way better service and speed.

I wish I could score ZERO stars. Terrible pricing. Terrible customer service. Their reputation is high, but it doesn’t match the service you receive. Save yourself! And don’t buy GF!!

Customer service SUCKS! Called in because I could not access my account (website didn't recognize the email on my account or my address - even though it has been the same for 6 years). I was locked out and received a message telling me to call customer service to unlock. 30 minutes later and customer service agent still didn't understand what my request was, she couldn't transfer me to someone else because no one was available. WOULD NOT recommend GOOGLE FIBER!!!! Sign up with anyone else but Google Fiber.

Google Fiber should be banned in our community. Their service is nothing short of terrible and reliability is rock bottom. Their dumb updates are nothing more than AI lies to make you think someone is working on an issue when actually no one is. You can call one person in customer service one minute and another 5 minutes later and get varying degrees of the truth/lies only to find out they are actually doing zero. The reputation of the service in our community is rock bottom and I would recommend to run far from using Google Fiber.

As long as your service works you are ok. When there is a problem, it is an absolute mess. Help may be found by the time you talk to the 3rd or 4th rep you reached. They have the problem fixed in less than 24 hours after others did nothing and didn’t know what they were doing. I wish I had the name of the customer Svc rep today. She was so kind and so helpful. The tech that came out was as well. The problem is solved 72 hours later. For someone that works from home that is not acceptable.

A harsh experience. "Goodbye Google Fiber, forever." After nearly 10 years of service, today is my last day with Google Fiber. Two weeks without internet, countless calls, zero solutions. Just empty promises and fake repair timelines. This isn’t a technical issue anymore — it’s poor service, lack of accountability, and unprofessional customer support. Reliability matters. Transparency matters. Respect for customers matters. Sadly, Google Fiber failed on all three.

Google Fiber sucks. I had multiple attempts, talked to multiple reps asking them to update my phone number and it still has not been updated, so when I call support, the system doesn’t recognize me. I also keep getting emails threatening cut off to my service if I don’t connect devices at my new address. My devices are hooked up, I told them it was up and running and everything was fine. The rep said she’d update status in the system and it take two days to set in. This was before Thanksgiving.

We lost service in early September and the response to get our connection back was quick and effective. Unfortunately, after multiple calls and time estimates, the cable has never been buried and still sits on our front lawn. The clock starts again every time we call to ask when someone will bury the cable. I’ve saved the emails with tech support stating that we can expect someone within a few days, 10 days, up to 60 days. Very poor communication and follow-up when it gets to this part of the service.

Installation at our new home has been repeatedly pushed back with little to no communication. The customer service rep I spoke with suggested my best option is to find another internet provider. I have been with Google Fiber for almost three years and if this is how long term paying customers are treated then I will take Casey’s advice and find different service. I have taken PTO, worked from a library, and adjusted my schedule to accommodate delayed installation and google fiber doesn’t seem interested in making this right at all. Congratulations on losing a customer! Would not recommend to my worst enemy let alone friends and family.

The outages have increased and the time to fix has become absolutely ridiculous. 12+ hours before an outage is restored is the opposite of reliability. And they now they have a problem, which is why they have AI talk to you when you call to complain. So frustrating. Pick another company.

I’ve had Google Fiber for at least a decade. In the past year, I’ve noticed a steady decline in reliability and the lacking of customer service. Now, I get many folks who don’t speak good English even though they are in an English speaking state. I’ve had several outages. This is the third one. They are saying it’s an internal issue. When I call I get vague answers. I’ve had 3 technicians at my house already. It’s been 3 days so far and no WiFi. I’m switching to AT&T. I’ve lost faith in Google Fiber. Good riddance!!!

Moved to new city Dec 2024, had G fiber installed. Went well. Since then, have had half a dozen outages- for various reasons. Getting service restored has been a joke. Phone Customer service reads the same response every time with no real info provided. sub contractors do not appear trained appropriately. Current outage - sub sent to bury our line that’s been neglected for months only to have him leave, return later to lay completely new lines and then cut/remove the connection to our home after dark and then just leave. Customer service is so bad- no explanation given via phone last night. App says outage to be fixed by 9:30 am next day, customer service told me on the phone last night that it would be fixed between 2-530pm today. Again it gets Dark now around 4:30 so maybe best to start working on it in the am? Can’t wait to get my 87 cent credit for this outage. 🙄

My service has never worked. I've lived at this address for 12 years, and have had Spectrum this whole time. I was excited to switch, and my community was interested in the service too. But they installed last week, and I've still haven't had service. I absolutely wouldn't recommend them.

The communication is terrible. The follow-up is awful. Google corporate does not appear to be aligned with the subcontractors connecting their cables to homes. I scheduled my installation 1-1/2 weeks ago, and I still do not have service. Moreover, I have no idea when I will receive service. This is the worst service experience I have ever had!

Been waiting a while for Google Fiber to reach our neighborhood as we’ve been using Xfinity with mixed results. All the cables are run throughout the neighborhood. And when we asked them to come up and run the final cable to the house, rather than use a straight shot from the DB box in front of our house, that supposedly is just for the neighbor, they told me they have to dig up 120 some odd feet of my lawn, then run conduit all along the brick on the back of the house, and all along the brick on the east side of my house to the point where the utilities enter the home. Because Google in their infinite wisdom, put the DB box for my home on the wrong side of the property! Even their installer was shaking his head in disgust! I told him that if Google wasn’t any more competent than that, I want nothing to do with them going forward.