Google Fiber

Google Fiber

 3.4/5 (444 reviews)

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Overall Rating3.4 out of 5
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Verified Reviewer
Original review: May 23, 2023

I signed up for Google Fiber and scheduled an install appt. Got a call a few days before from a tech saying he was running a line from the street to my house and asked where they could install the box on my home. Got that figured out. On day of service activation the tech shows up and quickly says he can't set me up before the box on the house isn't active. He makes some calls and says a different tech has to come back out to set up service from street to house before he can set up service from the box to inside the house. He said I'll need to reschedule my appt.

There isn't an appt for over 1.5 weeks. I called to see if they can make an appt work earlier since I work from home and need wifi. I'm moving to this service location but have to wait to move until I have wifi since I work from home. I can't wait another 1.5 weeks. The customer support agent couldn't get me an earlier appt either. Though helpful she called around a bunch to find help and ultimately told me that google is aware and was surprised that they didn't tell me that they can't service my house since they don't have the needed equipment installed in my area and there's no ETA for them to install the needed equipment. Had they told me this I would not have signed up for service and wasted 3 weeks to before getting internet.

Now I have to find another company or sit around and wait while google determines if they ever add the needed equipment in my neighborhood. I'm extremely frustrated since I had to take work off for the appt, can't move until I have wifi, and was never told upfront the reality of the situation. Google doesn't care because they'll just keep getting other customers and one missing customer doesn't show up to them making billions of dollars.

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Verified Reviewer
Original review: May 20, 2023

When I switched 1GB to 2GB, the new router started losing connectivity to the internet 3-5 times a day, requiring a reboot. This got progressively worse over 6 months to the point I insisted a Google tech come to the house. First tech came out and said that Google had installed system incorrectly - the coupling misaligned and end was dirty. He fixed this issue, replaced router, and replaced fiber optic transceiver. Less than 3 hours later I had the same problem. Google told me they were escalating issue and it would take 2 business days. Didn't hear from. A week later I called Google, and they told me the escalation determined there was no problem. Thanks for the lack of notification and not solving the issue!

Had another technician come out. He said there was a problem with the fiber jack and that the previous fiber optic transceiver was bad. Fixed these. Next day, I have no internet at all and Google says there is an outage until 10 am. After 10am, red alert lights up on my fiber jack. Call Google. They claim that while fixing the internet outage they accidentally broke the connection to my house, but they are sending a tech to my house at 1:00 PM. Wait around for tech. At 12:30 pm, Google sends me an email that they have cancelled the tech.

When I call them and ask why they say it’s because they elevated the problem and it’s an outdoor problem and not an indoor problem. Why didn’t they tell me that instead of making me wait? Internet is finally restored at 5pm, and I start experiencing the same loss of connectivity as before. I call Google and ask them what they are going to compensate me for all this hassle. $20. Less than 25% of a monthly bill. Switched to AT&T the next day.

Google never wants to admit they have a problem. Clearly their Google 2GB Fiber is an issue, even one of the Google repair technicians told me the same thing. But Google won’t admit it. I had my internet go down with 5 google installers actively digging up my front yard, and Google would not even admit that is why my internet was down. They just deny, deny, deny.

4 people found this review helpful

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    Verified Reviewer
    Original review: May 17, 2023

    Prior to switching over to Google Fiber, I had Xfinity wifi…Mind you, I did not change providers due to bad service with Xfinity but due to their pricing…Google Fiber NEVER offer consistent online service and the $70 plan is not worth the headache…One star because of the price.

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    Verified Reviewer
    Original review: May 8, 2023

    I've tried to get Google Fiber installed multiple times. Every time they cancel last minute. This time I had an appointment at 1pm and they call 6 minutes before to chancel. Why would someone want to keep scheduling just keep getting a cancelation call. I've wasted so much time and gas to get to the house for them to install just to cancel last minute.

    2 people found this review helpful
    Verified Reviewer
    Original review: May 5, 2023

    If you are considering choosing Google as your ISP…don’t… Due to the guidelines here on this site I can not tell you how I really feel about google internet service… All I will say is… You will regret your decision should you choose google as your isp… It is very bad… It rarely works… It cuts in and out periodically for no reason whatsoever… If it does go down you can not rely on the customer service they offer… Every time I call they tell me there aren’t any problems that they can see or know about…despite my lack of internet service… You can not run more than maybe 2 devices at a time reliably (I'm including phones) and for the price it is just not a good option. I would recommend dial up service before google. I hope that my opinion will help you to make a good decision when it comes to your isp…

    2 people found this review helpful
    Verified Reviewer
    Original review: May 3, 2023

    We've had Google Fiber for 2 years now - worst mistake I ever made. The site crashes constantly like last week when it was down for 3 days. How much credit did I get for downtime - $2.00.. You'll get 400-500 speed - nowhere close to the 1000 they claim.. Stick with AT&T - Google stinks in San Antonio..

    2 people found this review helpful
    Verified Reviewer
    Original review: April 19, 2023

    Their internet is fast but the speed is never as fast as they advertise. Their service area is very limited so if you can get it and you want faster speeds you will pay a premium for it. Also when you cancel service make sure the dude that installs it leaves the boxes that your router and whatnot came in or you will be paying fed-ex for packing and the box. All in all I wouldn’t go this route again because I just didn’t feel like I got what I paid for. Also if you have a router installed for Pete’s sake Don’t touch it cause the service person will make you feel like a complete idiot if you say that you tried restarting it. I’m moving and I will try something else for internet service.

    5 people found this review helpful
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    Verified Reviewer
    Original review: March 23, 2023

    I've had Google Fiber for two weeks now and the speed is at about 700KB. Customer service to resolve the issue has been some of the poorest I've ever received. They give absolutely no information, no ETAs, and can't seem to schedule proper resolutions. I have been told three times that they've identified the issue and fixed it when they have not. They sent out an installation tech to fix the problem and he admitted all he's trained to do is set up the equipment and if there's a problem with speed/connectivity he is not able to help. Why send him out if, when he originally installed the equipment TWO WEEKS PRIOR, he had said the exact same thing to me?

    I have a dear friend who works in the industry come out and immediately identified the issue and what needs to be fixed and yet GoogleFiber is going on three weeks of not being able to tell me what's wrong, not being able to figure it out, and not giving me ANY information on when I can actually expect to have the service I'm paying for. I work from home and cannot actually complete an entire day with speeds this low. I am flabbergasted at how unprofessional this entire experience has been.

    8 people found this review helpful
    Verified Reviewer
    Original review: March 6, 2023

    Google Fiber is good when it works, but when you have trouble the business and their techs are no help. We have had several techs out, and I have spent hours on the phone trying to get in touch with supervisors. Our service is intermittent, not reliable, and since they don't want to actually monitor and check our fiber line, they have decided to say it's because we "use third-party hardware" that they are not responsible for.

    1. We have no third-party hardware, everything in our house has been installed by a Google Fiber technician.
    2. No tech on site has ever said anything like this to us, so the notes the last guy left in our file are 100% false.

    3. If that's the case, then install the hardware you guarantee! I'll pay for it.

    They also say that the tech's notes include that he wanted to relocate our router, but the homeowner refused. Nope. We showed him another hardwire access point he was unaware of, and he said that would also be good. But his notes say we "refused" his advice. I've been begging them to monitor our actual fiber line, since it's clearly not a problem with the hardware inside. They said they would, but when I called to check on the report they backtracked - citing notes from the technician about our hardware being the real issue. So they never even tested.

    Further, GF claims that every time a tech arrives at a home, they check where the line enters your house. I have video of the appointments, never once did he go outside to check our line or where it enters the house. The last supervisor told me that GF has closed our case, it's my word against their technicians, and they have determined that we are lying.

    So - if it works, great. But if your internet stops working, GF is going to allow their technicians to lie, even when you have recordings and actual video footage proving so. Then they will tell you that perhaps you should consider other providers. Because why keep a paying customer when you can have dishonest technicians?

    7 people found this review helpful
    Verified Reviewer
    Original review: Feb. 10, 2023

    I like Google Fiber but I've been down for 5 days and all I get when I reach out is to be told it's will be fixed by xx:xx time.... and they haven't met one of the times or can give me what really is the issue. If I call CS they have NO INFO and are pleasant enough but appear to be reading from a script. I work from home... This is not ok.

    6 people found this review helpful
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