Google Fiber Reviews

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.

Only 15 days ago I was without internet connection for 3 days, then it happened again the next week. Now my internet speeds are so low, that movies pixelate. I am the only one using anything connected to google fiber….Now after 4 different chats and 1 telephone conversation, I am getting a new router….do not think that is the problem….maybe the wiring in the little gray box having problems….my job to solve my own connection problems…Thanks Google after 10 years, I am ready to dump you.

Timothy did a great job at helping me with my Gfiber Internet. I was not able to talk at all the time he came by but he was able to come back at the time I requested and answered questions and was very helpful.

When it works, it is fine. However, the fiber in my yard was damaged and service interrupted. It took no over one week and multiple phone calls to establish service with a temporary fiber which has laid exposed on my property for nearly 7 weeks, despite repeated emails. They respond with scripted messaging, each repeatedly using the term “escalation” to make you think they are doing something.

Internet went down, had spend ALL day on the phone with one service agent or another. 2 of us work from home and it killed two full work days for our small business. Eventually they sent a guy who couldn’t fix it, said it was an issue of a broken fiber on the road that the construction crew would be there in 45 mins. That never came. I called at 8pm, promised there would be their first thing on Saturday, it’s noon, no one here. Now promising they’ll be here at some point today or tonight. Horrible customer service. Just as bad as the lumbering giants like AT&T. They are all as incompetent as each other.

Oct. 4 2025 in person salesperson Ronald ** agreed to install line to house Monday, Oct. 6 morning with in home install same afternoon. Oct. 6 I got a message saying install Wednesday October 8, not 6th promised. Tried to and online and that appointment was cancelled and not available until Sunday Oct 12. October 12 comes, no line to the house so the in home install obviously can’t happen.

Google Fiber customer service has consistently told me misinformation regarding a refund owed by the company after terminating service. They blamed my bank; they told me false statements about the refund; they deflected any accountability. The team they have hired has been unbelievably dishonest, and, as a result, I will never use their service again. Please beware.

Run! Don’t go with Google Fiber! I tried them because I didn’t want to give Spectrum any business. They were awful! I lost internet three times between April 15th and September 30th. The last outage was only my place and I was without service from Sunday afternoon through Thursday night, when I decided to cancel them and go with AT&T. I don’t know if they ever fixed the issue. No one ever called me to update me. Like I said, RUN and go with someone else!

They used to have good service. Not anymore, am using Google Fiber for more than 3 years. Average speed but the problem is with payment process. They are not able to process payments since they have new software and changes on the company in charge to process payments. This according to the the customer Rep. After payment verification process I have to wait up to 7 days and no service. How stupid you are Google Fiber. Who is going to wait 7 days especially when this is your fault switching to that process. Whoever made this decision should fired.

I was super stoked for Gfiber, but my installation experience has completely soured me.

I never thought I would say this, but I regret leaving Comcast /Xfinity for g fiber. 1Gb? Lol. 45Mb on the fast computer next to the router and 30 on a slower computer on the other side of the house. G Fiber did come with a free router and an extender. That's nice but doesn't outweigh the slow speeds and frequent connection interruptions. This install was generally ok but the installer ran the line into the house in such a way that rainwater runs down the cable directly into the wall.

I am flabbergasted by the horrible customer service provided by Google Fiber. Yet, I have no choice because they are the only internet provider in my area. I have spent over 10 hours on the phone attempting to resolve my issue. Only to be met with, I'm sorry, we can't do anything for you. I have been charged for a service I didn't use. I have been charged for a service that I cancelled. I have been charged for things OUT OF MY CONTROL. I hate Google Fiber with my entire being. I hate anyone who works there, and I hate this company. HATE

Google Fiber did respond to my request for service quickly. They then proceeded to contract with another organization to install a cable from the front of my yard to the back of my house - leaving a huge line of dug-up dead grass across my new sod. Worse than that, they dug under my cement stairs and broke a section of the cement along the stair. I submitted a claim and they have continued to 'escalate' it since August with no follow-up unless I reach out and then they just say they have 'escalated it'. My experience when Metronet came to my old neighborhood was much better. I'd say, if you like your landscaping to be unscathed, go with a different provider. Also, if you value prompt responses to any problems you have, definitely go with another provider. Having said that, the guy who actually installed the unit in my house was efficient and friendly.

I was excited about Fiber until the company started hiring contractors to finally install in our area. Their contractors have been garbage! Thank you for all the damaged property, the gas lines you've hit and the messes you leave behind. They love using and blocking driveways without permission. So many people including me in my area are over Fiber already.

Was a customer for 6 yrs. Cancelled my service 2 weeks before I moved because my lease was up! Moved out of state, returned the equipment with the return label they sent me. I moved May 31. Sept 15 they billed my debit card $99 for service. I have everything in writing so my bank had to issue a new debit card and said it was fraud because I did not authorize any charges. I don't live there anymore!!! In fact they gave me a credit when I moved only to try to get money from me illegally. Did not trust these people or this company please use one that’s better. Because if you ever cancel you will have problems!!!

We had Google Fiber installed in the house on August 30th. Tech seemed to be in a hurry and stated I’d have to update my TV’s wifi, my phones and Ipads. He stated everything else would work. After he left, we found out our google nest and cameras wouldn’t work, my Pentair pool controller wouldn’t work. Our phone connection was terrible. We called google fiber and they sent out a tech to troubleshoot problem. He found that the original tech had wired old home equipment into google fiber equipment. After making all the connections correct, our phones, Ipads, and my pool controller work fine.

Horrific installation, yard was destroyed by the contractors and they never fixed it, never told me what they were going to do and where they were going to dig to place the fiber cable, horrible communication.

i do NOT recommend Google Fiber to ANYONE. They allowed another party to cancel my account of 6-years, despite my being the property owner, owner occupied, and home operated business. The cancellation cut my access/use of my security cameras, as well as cancelled the 1TB of Cloud storage that comes with the account so I almost lost my email and YouTube channel accounts. They never called my phone number on account, still active, to verify that the other party had authorization to cancel my service.

I was scheduled to get Google Fiber installed, but the Friday (8/22) before my appointment (8/27) their crews cut my existing CenturyLink line—leaving me completely without internet. When I called, Google Fiber refused to offer any compensation for the outage or inconvenience. The only thing they offered was to cover reconnect fees if CenturyLink charged me, but nothing for the disruption or the fact that neither company could come help me for days. Working from home off my hotspot and no TV or anything else that is connected to the internet over a weekend. This experience made it clear that Google Fiber does not value their customers. I canceled my appointment and account. If this is how they treat people before installation, I have no confidence they would support me as a paying customer.

Awful! I still don't have internet after three days. The earliest appointment was 3pm appt. They came at 1pm when I wasn't home and said they couldn't fix it and another tech would be here by 5pm. They never showed. I talked with customer service again at 9:30pm. They assured me it would be fixed overnight or early morning. No one came. I waited on hold again for 45 min to talk to a supervisor and then requested a callback. No one called. Horrible customer service! The issue is still not resolved. They confirmed only my house is affected. No storm no major outage.

I have been a client of Google Fiber for almost two years now. The service has had multiple outage issues. Some short and some prolonged. By no means it is a reliable service since I end up using my cellphone as a hotspot once or twice a month at least. The best part is that I called to let them know that I will be moving and the new address does not offer the service. I was told that I had to forfeit my yearly prepay subscription and no credit was going to be issued. So I paid for a year and now I lose half because they don't offer service at the new address... They said, "Just cancel the service, lose your money and return the equipment." Never seen anything like this before. Never again.

Google Fiber team failed to mention that their internet may not be compatible with our Google cameras. We now can’t use our security cameras. In addition our internet has gone out multiple times within the first month of service, whereas, we had no outages with Spectrum over 8 years.

I love it when I put up no soliciting signs and people still try and talk their way in by telling me my neighbors switched from Cox to Google, like I don’t talk to my neighbors, thanks for bothering me at 7:00 pm. For this reason I will not switch from Cox. If I want google I will call to switch, next time maybe people should pay attention to the signs and don’t ring the doorbell.

New customer, unable to review work the day of installation. Tech stapled a white-wire resembling a huge Z directly to my home. No response after waiting 25 minutes on the phone requesting correction!

Refused to connect me to fiber when my next door neighbor has it. They either have a database error, full node, or deliberately choose to deprioritize and then will not admit it. They will not escalate and are overall exceedingly condescending. Horrible company and service. Avoid them unless you are desperate for fiber.

They have weekly outages, so if you work from home, be prepared to miss a lot of work days. You can call and they’ll say you’re going to get a 60-cent credit, or that you can cancel your Internet whenever you please.

Frankly, I'm surprised Google lets this service carry its name. I've had positive experiences with Google until I subscribed to Google Fiber, so I expected the same level of quality. However, I've been extremely disappointed. When my Internet connection is working, it's really good. However, it's very unreliable. In the few weeks that I've had Google Fiber, it hasn't been unusual for my Internet connection to be disrupted multiple times a day; and I plan to switch Internet service providers. On the other hand, fortunately, customer service has been good and requesting service cancellation was straightforward.

Recently, a contractor damaged the fiber cable outside my house. My wife contacted GFiber. They kept her on the phone for 30 minutes, asking unnecessary questions. The next day, she called to see if they had made a service appointment, but they claimed that they had no record of her call the day before. She asked them to schedule us, and they gave her a ticket number.

GFiber makes it incredibly easy to sign up—but canceling is a nightmare. There is no option to cancel through the app, so you're forced to call. After calling to cancel, you're required to return the router to avoid being billed—unless your router model has been phased out. In my case, the representative assured me that my router was outdated and should be recycled. Despite following their instructions, I was charged twice after cancellation. When I called to dispute the charges, I was informed that my account had never been canceled and that I still needed to return the router—contradicting what I was told. Thankfully, I documented the call, including date and time, and the issue is now “escalated.” Avoid this service. They are not BBB-accredited, and in my opinion, their tactics are unethical and obstructionist. Canceling should not feel like a trap.

One of the many pre install steps left me with no internet, because the Google Fiber crew damaged my Spectrum line. Google Fiber customer service offered zero help. They didn’t offer to send that crew back out to confirm what happened and determined if they could or couldn’t fix it. Didn’t offer to expedite the actual Google install. Simply said that I would have to contact Spectrum. Earliest they can come out is in 2 days. Needless to say I cancelled the rest of the Google Fiber install. The customer service supervisors will also tell you there is no escalation path beyond them, which in itself is outrageous.

I signed up for GFiber 10 months ago. It took 3 techs to get things setup. The first 2 claimed there was a bad signal. That was a lie. Red flag #1. They finally got it installed and it worked great until I had a water leak and discovered GFiber installed their line over and crossing my water line. The plumber damaged the line. Unfortunately I didn’t lose service. 6 weeks later the 2nd tech to come out to fix the damaged line and move it so it wasn’t in the way of the water line. Instead of replacing the line they glued it. Now I have half the speed that I’m paying for and GFiber is saying that’s normal. But before the “repair” I had the full speed. On top of that there’s no one to escalate the issue to beyond their ACES team. Senior management needs to be available for escalation so they’re aware of problems with their business.

I had to leave Google Fiber Webpass mid-contract due to its increasingly unreliable service. In the first year, the service was solid. But over time, the reliability deteriorated significantly. Once I began monitoring the connection, I found I was experiencing outages roughly every three days. Even brief outages add up when you rely on a stable connection.