Google Fiber Reviews

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.

I cancelled my service due to moving out of area, returning the equipment right away and receiving confirmation of receipt by them. Two months later I get a bill for non returned equipment. I promptly called customer service with Google Fiber providing the confirmation that the equipment was returned. They said that they were taking care of the charge and emailed me confirming that it was taken care of. Two weeks later, I had a $251 charge on my bank card from Google Fiber which caused an overdraft. I called them again. Once again, I was promised that it would be taken care of and that I would get refunded same day. It took two weeks of calling daily each time spray hour on the phone with a supervisor before I received a refund. Now they refuse to pay for my overdraft that was caused by them making an unauthorized withdrawal.

When installing the lines they cut our water line disrupting our sprinkler system. When called customer service they just say they gonna write a ticket. It’s been two months for them to come out to bury the line. And when they came they messed up sprinklers. And left our yard a mess. Whoever is in leadership they need to train on Customer Service. And follow-up care for the customer. Now we probably have to wait another two months for a response. This is in Huntsville, AL. Google Fiber you will not last long as a provider because of the horrible Customer Service. And for your customers paying a higher water bill because of installers cutting water lines. It’s horrible!!!

Google Fiber is terrible in communicating with their customer. They repeatedly told me they would be here for both the outside and inside installation on the same day. Instead, the outside contract crew showed up a week early to install. I tried to explain that I had a connection from the outside to the inside via a conduit that I wanted them to reuse and they said they couldn't. They wanted to drill an extra hole in the outside of the house. I refused to allow the outside contractor to do their work and called service to discuss it. They told me a supervisor would call to talk to me. I came home two days later to find someone had already dug up my lawn and put a box on the outside of the house. No supervisor call. I told him I wanted the box to use the existing conduit and he said they couldn't. Again a supervisor call was promised in a few minutes. No call.

Recently left Xfinity due to near daily outages and horrible customer service that makes you navigate a gauntlet of bots to ever speak to a rep---(You have to say you are cancelling to even get a human). I finally had enough and switched to Fiber. My experience so far (about a month) has been great. No outages, much better customer service and significant and consistent speed improvements (xfinity also never delivered on the speeds they advertised). So,...it's early, but a way better experience so far. Surprised to see so many poor reviews. My experience so far is A plus. I'll update here if that changes.

If you call Customer service you get an automated system. By the time you get someone real they have to fill out a survey before they will process anything further. I have requested someone to come look at the line and still I have not seen anyone since install. I have at least 2 interruptions per day during my work period. Most of the time it is 3-5 disconnects per day. When I called customer service I was told my password makes my internet slower!! Excuse me but in WHAT UNIVERSE does a password affect SPEED! I am getting the same amount of speed with the $70 plan as I was with the $100 plan. I cannot keep it with that many disconnects. Customer Service is a joke and will not help. I got a text asking how things were and when I went to the link it said the ticket was closed, after only 3 days of contacting customer service. I would not recommend them.

This internet is beyond terrible, they installed the internet cables under our sidewalk just for the internet to have an 8 Mbps download speed and a 3.5 upload speed, if was standing a block away from McDonald's and connected to their wifi, it would be much faster than this garbage. Not to mention they love to have weekly unexplained wifi outages. Please don't get anywhere near this internet company. It's not worth your sanity.

I’ve never had a more frustrating and damaging experience with a service provider than I’ve had with Google Fiber. Due to a system error they openly acknowledged, I was wrongly charged over $500. Instead of resolving it, they continued billing me, even though their own policies state billing should have stopped.

Google's lack of communication and customer service is the absolute worst I have ever experienced. My contract ended over 7 months ago, and yet, I today am still having to battle with them due to no communication between departments. I have been charged on multiple occasions for services I no longer have, each time spending days communicating back and forth with various representatives because none of them communicate, it takes weeks for any progress to be made on literally anything.

Rep sold me on the "Google Fiber Crack" & gave me his non working phone number for any issues-thanks guy. After finally finding a number and getting through to an actual human, I did not feel any warm fuzzies. I stated I had an installation issue and was cut off without being able to explain-really poor customer service to start with. After gathering my name, rank and serial number, I was then allowed to explain that 3 of my newly planted butterfly bushes had been completely covered up and smothered to death by my weed liner and bark. And the path where they dug was not evenly covered.

You have to pay Google Fiber all this money onlyyyy for your internet to consistently be out every single month! Do not get internet services with these people! This is an ongoing issue that has been recurring for the past 3 years! & the only thing google fiber will do about it is give you credit for .10 cent to $3.10. Nothing more! It’s ridiculous!! They do not care about their customers! I work from home and have to go thru internet problems all the time. It's messing with my money! 0/10 would not recommend this service provided to any at all!!!

1g price hasn't changed in years. Equipment upgrades are free. While the Fiber app is pretty lame, everything works, and I can't complain. Service has been fine when I needed it - Has gone out, but FAR less frequently than Spectrum did.

Signed up in March. Never opened box with equipment. Never set up equipment. I was debating on switching and decided not to. Did get charged initial fee and been getting the run around since March for my refund. No help at all. Different customer service reps each call who you tell the same story to and they still try to say the same thing. No answer. No resolution. Will not be switching over again and I will still keep trying for my refund.

This service sucks! Only reason I left Comcast is because of pricing… However Comcast service was always reliable no matter the area of the house, their services was just too expensive for wifi only…Google Fiber constantly glitches even with multiple devices, I guess I’m getting what I pay for 😩.

If you do purchase Google fiber, make sure you install the jack in proper place at the 1st point of service. They won't move it, even if your internet service isn't performing up to what you've paid or even if installed in poor location which won't allow for wired connection. They won't even take the time to send a technician out to review the installation.

Every time I turn around there is an outage occurring. I pay too much per month to have to deal with this. We still have to pay the same amount per month regardless if we have an outage or not. It always happens at the most inconvenient time as well.

Google Fiber is the worst internet I've ever used (and I've had some pretty bad ones.) It is beyond slow, I'm talking like early 2000s slow. Hell I can practically hear my computer screeching as it tries to connect, (oh wait, that's me). We switched from Comcast after dealing with slow speeds under the promise that this was the best internet there is. And after a nightmare of getting it installed finally we were ready to experience this legendary internet only to find out that everything we've heard about it has been a lie. Next month we'll be switching back to Comcast. Do not be fooled into signing up for Google Fiber.

Bad service, worse coverage. The tech didn't install it properly so for the first week it didn't work. We've heard others having issues when it first started but we contacted them and spent too much time having the lady walk us through all the steps to finally figure out their technician set it up wrong. It's up and going but if you're not right next to the router speeds drop TREMENDOUSLY!! Inconsistent speeds when running speed tests. And their "amplifier" is such garbage! Running a speed test right next to it results on inconsistent speeds but still drastically below the 3gb we're paying for. We're cancelling!!

I had moved to Google Fiber in August 2024 and the sales person from Google Fiber had said that there is promotion which is being run to provide 1 TB of storage space for free till the time I continue having my Google Fiber account. Initially I had paid for my storage which expired in Feb 2025 and now when I reach out to Google Fiber customer service, they mentioned that promotion had expired in May, 2024 and I am not eligible for that promotion. Companies like Google FIber have started making all false promises to customers.

I was very excited when I got notified that Google Fiber was coming to my neighborhood. I’ve been waiting for about 8 years since they came to Raleigh. I immediately set up a first available appointment and was ready to make the switch from AT&T Fiber. I arranged to leave work early on the appointment afternoon and was all set, when about 12 hours before the installation I got a notification that the time and date had changed to the following week. The email said it was a confirmation of my rescheduled appointment and there was a link in case I didn’t request the change. Confused - since I hadn’t made the change request - I clicked the link and called a representative.

This experience was absolutely awful. DO NOT SIGN UP!!!! At least twice crews showed up that I had no idea were coming. They needed me to be available to come outside and talk and be prepared for my yard to be dug up so they could bury the line. Would've been really great to have any idea whatsoever that 1/ this was needed and 2/ when it was going to happen. We discussed things like where to bury the line and what side of the house the installation would go on.

Getting Google Fiber installation is a nightmare. Google’s left hand doesn’t know what the right hand is doing. I’ve had 2 techs come out only to leave because the “other” NIU installer didn’t show up. I wasted time on those 2 days plus 2 other days waiting for the NIU installer to come. Surprise…. no one showed up. Calling the 800 line is useless as they tell you that they’re “escalating” the issues, when in fact they don’t. One customer service “manager” outright refused to give me the name of his supervisor. A few days ago a nice customer service rep told me quietly that I should probably go with another provider. While shocked at the time, I can see now why she said that.

I get a postcard in the mail a few weeks ago; Get Google Fiber internet for just $30.00... So I made an appointment... The tech shows up... (Google Fiber had been installed previously for $50.00 -- and worked fine)... The hardware was already set-up in my house previously... The tech has a look-see at the box in my basement and says, "You got a weak signal" -- and that he must call his supervisor... (I smelled a con job coming on)... So the tech tries a bait and switch; telling me a 100 Megs would not be sufficient enough for internet and streaming capability -- as advertised... And that I would need more Megs; 900 to be exact... For my devices to work properly... Costing me $70.00 instead of the $30.00 that Google promised... Why would you sell the public on 100 Megs...? When you know 100 Megs will not work... It's fraud... Now that I have thought about it... 100 Megs is a joke... All these internet companies are one big scam...

GFiber came for the initial outdoor work which seemed to go well although GF cut our neighbor's internet line. We had had a follow-up indoor visit scheduled but GF called twice to reschedule. We decided that if service was going to start like this we would try another carrier. The people we spoke with on the consumer line for scheduling were quite difficult to understand.

We had Google Fiber installed in a rental house, while our house was being repaired from a fire. Close account to Leave the rental house, and Google fiber refuses to come get the modem they jumped over a railing and put on a narrow ledge 40 feet from the floor. I can not retrieve it because I have a broken hip and can't climb over the railing and walk out on a dangerous ledge to retrieve the modem they installed. They refuse to come get it and are threatening to charge me if I don't risk my life and sent their modem back. Google fiber installed it in an unsafe place, google fiber needs to come get the modem, I can't get to it.

Extremely poor customer service, barely speaking respectfully to the customer. They send workers to the property without letting you know; those guys do not bother to ring your bell, and cannot explain what they are doing since they not understand and speak English. So much for the advertising that the cost will not change ever; that is because they use contractors that must be very poorly paid and do not know what they are doing. ORDER CANCELED

Google Fiber is absolute trash. Constant outages even after a tech came and afterwards refused to credit my account and blamed me for having a faulty outlet which was categorically false. What a scam, cancelling my service.

Not much good to say here. Gfiber used to be a quality service and the gold standard fiber option. They now have problematic equipment, lazy and uncaring online support, and clueless contracted technicians. I have had nothing but constant outages, latency issues, and mandatory restarts. Their affordability and speeds are no longer enough to keep using them.

Google Fiber as a service is good, IF you get them. Their problem resolution, customer service is the worst. I have a bad line and for over a week and a half, they've sent 5 techs that can't do anything. The word "Escalate" is redundant. Same answers every time. I'd rather go to McDonald's than deal with them. Again... THE WORST RESOLUTION TEAM EVER!

I’ve been without internet for DAYS because of Google Fiber, and the level of service has been absolutely awful. After reporting the issue, they took forever to send someone out, and when they finally did show up, they didn’t do a proper job fixing anything. It felt like they didn’t care about my problem at all. I had to deal with countless hours on the phone with support, who gave me the runaround every time I called. It’s been a nightmare trying to get anything resolved. They also blame their customers for their short coming. This is completely unacceptable. At this point, I’m seriously regretting ever switching to Google Fiber. If you value your time, money, and sanity, do yourself a favor and stay far away from this service. Terrible customer service, terrible support, and no internet for days—what more can you ask for? Would give zero stars if I could.

Honestly, one of the worst experiences we’ve ever had with any Internet service provider. I’m well aware that our experience may not be the normal experience, however Google is not a company built for resolution. Any problems with service outside the realm of equipment, they are simply incapable and unwilling to deal with.

We used Google Fiber for several years in the KCMO area and rarely if ever had an issue. Fast forward to us moving to another state and since Google Fiber wasn't available, we canceled our service and returned the equipment within the timeframe. A month AFTER the equipment was delivered to the Google Fiber office in CA, we had nearly $400 taken from our bank acct for payment of the equipment, that had been returned a month prior. After contacting Google customer service they apologized and advised a refund would be issued. I waited, and waited, and waited.

Omg what is going on with this company? I have a lot of issues with the service. I liked the company but damn I can’t watch the tv. With out the service going in and out every 4 minutes. I’ve had about 5-7 tech and they still can’t figure it out.

Called 4-5 times to resolve a billing issue. EACH time they would say something different. They declined to reverse or credit the charge they made wrongly and when we never used the service. "We are not going to give you anything back" was their words. Unprofessional business. Google Fiber staff said one thing( lied) over the phone to get us to sign up but that's not what was in the paperwork. I expect the people who work for a company to have been trained properly and not make up things to tell customers.

I have not actually used Google Fiber, and never will, after having seen how they interact with potential customers. I work from home in a neighborhood that is subject to door-to-door sales almost daily. Because my job is primarily comprised of virtual meetings and trainings with clients and these sales interruptions are so very disruptive, I have a "No Soliciting" sign on my door. Since putting the sign up, the sales knocks have declines notably; with the exception that Google Fiber reps routinely ignore the sign and knock anyway. Today, a rep knocked, interrupting a virtual call I was conducting for a team of 7 clients. When I explained that I was not interested and that he had interrupted an important call, he said "Sorry - didn't mean to interrupt you from walking your goldfish." Unbelievable.

A horrible, corrupt company. Internet outages happen about once a week and there is no reimbursement even though you are expected to pay in full each month. Customer service takes 1-2 hours and devices regularly break. NEVER use.

Sounds like an ok service. I've seen better for better prices. But trying to get service is a joke. Needs to be more simple. Website sucks. Tried to call the number and get a stupid automated voice. Be nice to talk to a normal person.

Moved into a new house and set the appointment for 6 pm. They didn’t show up until 7:30. The tech was here for 5 minutes and said they messed up the install connection and he can’t setup everything on his end until it’s corrected. Next appointment wasn’t for another week. I work from home so that wasn’t going to cut it. We went elsewhere due to their incompetency.

We have had Gfiber for 4 years now. Starting about 1-1.5 years ago our internet would drop out randomly and have slow speeds even though Gfiber always said it was fine from their end. We/they tried everything. New wall mount, new router, hard resets, nothing works and no one has any answers. We even ask if we need to upgrade and they say no every time. This has gotten so common we probably call them 2-3 times a week and no resolution in sight. We are switching this week, save yourself time and money pick a different provider.

If only I had read the reviews on this website before I decided to switch to GFiber, I would have saved myself countless hours of aggravation, lost work time, and watching my tv with blurry shows, and on and on. Here is where I have had trouble: 1. My internet is so slow it reminds me of dial-up from 30 years ago; 2. It goes in and out all day, not to mention the long-term outages that prevent me from working (work from home);

Cons: I didn’t this many outages and slow speeds with Xfinity. My apartment requires Google fiber and it’s not reliable. Today I’m getting .90 MB download. 280p video is struggling to load. I would not recommend it. Pros: Fast upload. Great when it works.

For the relatively same speed the price is too high, without any promotions for elders or students. Why pay so much if one can order a local provider with better customer service that don't use robots that loop you in their surveys and never solve the problem, or don't enable a rep in the first call but only after multiple attempts.

It has been truly a nightmare trying to get repairs done. The actual crew came out and cut our line for a fourth time in the last two months. When I ran out to stop them they looked confused. They then packed up and drove away. It’s been several days and we have called the service line multiple times and no one can help us. They contract out the repairs and the teams rarely communicate well. It has been awful. Please do not get Google Fiber if you require stable internet. At this point we’ve gone weeks at a time as we fight to get the line repaired each time it’s damaged by construction on our street, exposed lines being cut, or just simply negligence from Gfiber’s own technician teams.

Blazing fast internet with pretty bad reliability. They auto credit outages based on how long services is down, and that will get you a cool $1.90 credit. Hopefully you don't work from home. Fast internet that only works sometimes is like owning a Lamborghini with a blown motor.

Service never met advertised expectations, and far slower than my other provider. Never had outages within the year I had it in Salt Lake City. Absolute nightmare to cancel. Canceled once and it never canceled. Had to call a second time, and they told me my account would be charged for the month since it had already been initiated. I have now been trying to get that refunded for the last 2 months. Each time I call support tells me a new excuse on why I haven't received my refund. I will avoid this internet service at all costs in the future because of this experience.

I cannot state enough that Google Fiber is not worth your time. CONSTANT outages for multiple hours, day and night. Even when it does work, the speeds I get are rarely even above 10% of the plan I signed up for (1 GB).

Gfiber showed up the day after I canceled my initial installation. They started digging in my yard and drilling on the side of my house. They never identified themselves. I went outside to see who they were. They identified as Gfiber. I told them they scared me. I didn't know who they were. Those services were canceled. I contacted Gfiber and they said they have contactor that come out. They will be contacting me. This is unbelievable. My car was home. They could have identified themselves.

Was great until it wasn't. My Google Fiber suddenly quit working the other day. I did some troubleshooting, but quickly realized it was something on Google's end. Well, after THREE DAYS of constantly pinging Google about providing me an update, I have decided to cut my losses and switch to another ISP. Google isn't interested in restoring my service AT ALL. My outage is not a priority to them. They've had three techs out in the area, but nothing ever gets resolved and then they just leave and close my ticket. This customer service is the worst I've ever encountered. Let me say that again. Google's customer service is the WORST I've ever experienced. Never again. Good riddance, Google...

The service is despicable, I would just pay for Spectrum even if it’s slow. The only reason google fiber sucks so bad is the outages. I literally have not even been a week into the actual service and it shuts down, an outage occurs it takes them literally two days to fix it. When they do fix it, my router literally will not work, and now someone else has to come and figure out what's going on. It's ridiculous that it hasn’t been a full month nor a full week and the service decides to not allow me access to internet. This additionally the horrible time it takes for someone to come and even look at it not fix it look at it, and then they send someone else to come fix it. It's completely awful. Do not, I repeat, do not waste your money. Expect the worst outages possible push back all meetings, discussions etc back if you ever decide to use this service. I pray you don't, good luck.

After three days, GF fixed my speed, and my speed keeps going back to 68 Mbps! We upgraded our home GF speed to 1000 Mbps around two years ago. However, in May 2024, one of my sons complained that the internet was slow. Upon checking, I realized that the speed was only around 98 Mbps. I intended to contact GF about this issue but forgot. Three weeks ago, my son reminded me about the slow internet, prompting me to finally call GF. They scheduled a technician to come and fix the problem. I asked for compensation due to receiving only a fraction of the speed I was supposed to get, and they provided a credit of $12. Their reasoning was that I should have reported the issue three months ago.

Constant outages basically every other week, if not every week. Not just 1 or 2 hours. Usually anywhere from 5-12 hours. Sometimes the entire day/days. Slow response times. Unreliable updates. Constant delays. Useless customer service. Internet itself is good when it works, but you could say that about every provider.

Hands down a waste of time, money, and resources. First, they scheduled to come out on a Saturday never stating that they would need to dig a trench the day before. Thank God I just happened to take the day off because two men were in my yard. I have dogs. They cut our sprinkler line, and buried another one. We had no idea until I saw my tree turning yellow and went up and it was dry. We had to replace it. Then a bit later see a huge stinking rot coming from a puddle. They buried a head and we had to dig it up. Now it’s a huge hole in the yard. The best part is it doesn’t connect to my computer. We had them out and the kid got it up and acted like I was crazy. I haven’t been able to use it since. I’m just so angry. To save 10 dollars a month from Xfinity it’s been far more expensive and frustrating. My TVs don’t always connect either. What a joke. Now I have to grovel back to Xfinity which I’ve had for over 20 years. So angry with this company.

Google Fiber in San Antonio, Texas, is fast but unreliable. They recently "moved software" (to quote their representatives) and royally screwed up my account. No one could find it because it was "cancelled," when I was still being charged for the month. I did not have any internet access for the first week of having installed Nest. The following 3 weeks the internet was completely unreliable, making Remote Desktop work impossible and virtual meetings unprofessional.

I have been with Google Fiber over 10 years and will be with them for 100 more. When I moved into a new apartment in 2022, I would only move somewhere that had Google Fiber. Google Fiber came out within hours when I had an issue moving my equipment. I was displaced by a fire in that same apartment building two days ago. I heard from Fiber before I even heard from my slumlord. They are putting my account on hold until I find housing, no extra fees, nothing. In closing, Google Fiber is freaking awesome and anyone who feels otherwise is legitimately unhinged.

I made the mistake of buying the year of service in advance. Big mistake. My internet goes out constantly. Much much more than Xfinity or CenturyLink, which is saying something. I’m disgusted, to say the least.

From the beginning, Google Fiber has been a nightmare. The digging crew dug up my yard and then installed a box on the side of my garage without my consent or knowledge, as I was not home when it happened. IT install guy then created a patch wire to wire it through my backyard and onto the other side of the house where a port was located. He installed a second box there. Line was exposed/laying on the grass and he said that he put in a work request to have it buried. Two weeks later and it’s still not buried. Called Google Fiber to inquire of time frame and they said the order has been closed.

Terrible service, unable to make any payments on their website using any payment method available and when customer service is contacted they simply blame the customer! Completely and utterly ridiculous, such unprofessional companies should not exist.

Fast internet when it works, a massive headache when it doesn't which is at least once a month. Outages usually lasting more than 24 hours the whole time providing incorrect ETAs and not caring at all when you try to say something about it. Don't get Google Fiber.

Google Fiber dig a hole in my front yard to put a box there that I did not want, authorize, need. The hole was incorrectly filled in. It is now a risk of a sink hole on our road. I was speaking to Google fiber but can no longer get them to reply? Are they this completely ignorant of what they are doing to our neighborhoods? My next call is the city because they have dug this hole next to a fire hydrant. Any ideas anyone on how to get a big company like Google to look after a customer? Yes I am a paying customer of Google products currently.

We’ve loved Google Fiber up to this point. Our internet set went out today 8/5. They tried to repair over the phone but could not. Can not send anyone until THURSDAY 8/8. That’s 4 days without internet. I’m a little pissed off to put it mildly. Our whole house runs on internet.

I have had Google Fiber since the early rollout in San Antonio. The best outstanding service anywhere. Fast forward, for the last year Google fiber has been such a disappointment. Their issues equate to a minimum of 8 hour loss of service and up to several days. It had been several weeks without an outage. But here we are again. Let’s hope there is a provider that can and will keep outages to a minimum.

Google Fiber is awful. They could care less about the environment and send junk mail every two days, even when you ask them to stop. When they installed it in every one’s front yards without asking for permission, they ripped up my plants and broke my sprinkler pipes and left them that way.

They offer a mediocre product at a premium price. Also when you cancel they make the process as difficult as possible and make it very hard to get your refund! When you’re looking for internet I would recommend either Xfinity of centurylink. Both of those companies offer a more reliable service and product. It also took 1 1/2 months to get my Google Fiber line properly buried! That was 6 phone calls and 4 different contractors to get it buried. And that was only after I had cancelled my service and asked them not to bury the line!

This internet service is trash, please tell me who don't lie on their commercials and really provide good service, I can't even work in my Zoom classes with this internet service without dropping signal.

Worst ISP out there. They claim to be the fastest in the world with all the signs, etc. But I have had issues since I started using this Gfi nonsense. Nothing works, all of it is slow or the same speed as Xfinity.

I've had Google Fiber for years now. Had my first outage this week. Their router quit working. Unlike AT&T or Comcast, or Spectrum, they do not keep equipment locally. It must be shipped. Shipping takes 2 business days. So if like me it goes out on a Friday afternoon, you will be without Internet for 4 days. Keep this in mind before ordering Google Fiber.

Bought Google Fiber thinking it couldn't be any worse than mediacom but it's 10x worse., I lose connection multiple times a day. I sent them an email to see if they could address why it's so bad and no response yet. Unfortunately will have to switch back to mediacom.

My boyfriend and I decided we were going to give Google Fiber a try. Well upon turning on our sprinklers, we discovered that they broke a sprinkler line and a sprinkler head. They said nothing to us!!!! Great customer service. Such a joke. I am so unbelievably angry about the service they have done.

I’m having constant outages daily. This is taking its toll on my job And my livelihood. Customer service will only tell me to reset my router. This is happening multiple times a day and it’s only getting worse.

It’s slow and disconnects often. It’s also sometimes down for a whole day. I’ve never once had my internet down a whole a day until Gfiber. This is the internet provider I have ever had. They also installed my neighbors' fiber on my property without even notifying me. But the worst is going a whole day without the internet. Not once have I ever had another provider down a whole day!

We have waited over 4 months for installation of Google Fiber. Requested Google Fiber in January of 2024. After calling customer service in March, ticket was updated but still no resolution. Called customer service again 4/26/24. I was reassured that I would be contacted over the weekend to have an appointment made for interior installation - everything would be ready on the exterior side. Called today, 4/30 and was told that we are waiting on a missing plant and there is not a time frame for it to be installed, "We're waiting on a part." I am frustrated regarding the lack of communication and progress on Google Fiber installation. I have asked to talk with a supervisor and have been told that will take 2-3 days for the phone call to come. Others in our neighborhood did not have any issues when they went to Google Fiber; that is why I am confused and frustrated.

Moved from one apartment to another seven floors up and couldn’t get service transferred for 6 months now. They have sent out 5 technicians and not one could complete the transfer. Final recommendation was to cancel the account and open an entirely new account under a different name and address which we just did and despite a technician having the new equipment he was the told he couldn’t install it and we had to wait for the installation kit to arrive before we can get internet. So 6 months and we still don’t have internet.

We purchased the Google Fiber service - 1G - Two routers in a 1900 sq foot two-story home. 1) "Unreliable connection." Imagine you get a Ferrari for a decent price. It has the capacity to go lightning fast, except that every two laps, you have to pull over because your car is overheating. That is what Google Fiber has been for me. I would think twice before getting Google Fiber if you conduct business video calls or training.

It’s been a nightmare. Service is constantly slow. Movies buffering/ cloud based software reading no connection. Can’t get work done. Can’t enjoy down time after work. This is with 5G. I’m paying a small fortune for the worst internet service I’ve had in a 20 years. Been down for 3 days now with no more than “It’s been escalated”. They send a tech out to change the wall box, then when that doesn’t work he says it’s a back end problem. I’m tired of the excuses and run around. They will never get a handle on it in Austin, Tx. They have been really great at doing a terrible job now since 2016. Back to cable, or through a phone provider. Google does so much, how can they have zero handle on Internet? Thanks for descent navigation maps though. We love our street views.

Google Fiber is amazing as far as speed goes. But if you are working from home, needing to rely on your internet for security, home access or any of those items, it is very untrustworthy. I have been with them for a year now & it seems like at least once a month my internet is down for 6-12 hours at a time. It is not reliable WHATSOEVER. Then when it does go down I get a refund of under $1. Google fiber does not care for their customers. They only care to expand so if you have a similar experience I really hope you not only write a review but also use word of mouth to spread this message as this is their platform & they have hidden & made it as hard as possible to see google fibers 1.3 out of 5 star REVIEWS!

Too many outages. Our last two have been over 6 hours, and during main work hours. Most outages are less than an hour, but it's the frequency this is happening over the past few months. We work from home most of the week and just isn't acceptable. Currently looking for another provider and will be cancelling shortly. Was a great product but until they stop the outages, please stay away and look elsewhere.

I’ve had four canceled install appointments after the tech gets here because things aren’t set up correctly. Had to move the fiber box from one side of the house to the other and wouldn’t communicate when that would happen. I had new concrete laid just two days before they arrived to move the box, and they had a drill of 5-inch hole in my new concrete pathway. If they were communicated when they would be here this all could’ve been avoided.

They have the worst billing I have ever seen. They say you owe a amount then charge more than they say which is stealing because when you agree to pay a certain amount it is illegal and fraud for them to take more than we agreed on. The bill is due on the 13th one time a month. They don't have the right to take money every other week. And it's not going to a bill if it shows a credit on my account. And furthermore I have to agree to the payment being used as a automatic payment and I didn't. This is not the first time this has happened and the reps say that it happens a lot. So there is a big problem that needs to be addressed.

I started having major internet issues with Google Fiber (GF) mid Jan 2024. I spoke with a GF CSR about Feb 11th and was told a GF Tech will be out within 2 weeks. A month later, a GF Field Tech stopped by. I explained that I work from home, therefore, stable internet service is crucial for my job security. I had to use my own mobile data and mobile hotspot from my phone company to work 40 hours a week. I spoke to a GF CSR over the phone about Feb 11th. I explained GF internet service is either 50% up and down all day or 50% completely down. My neighbor is experiencing the same internet service issues with GF.

We have had Google Fiber since we moved here four years ago. Aside from periodic hiccups with connectivity, we’ve had fairly reliable service. That all changed when we recently upgraded from 1Gbps to 2Gbps to support a new Apple laptop with chip technology. We have a business in another state and it’s imperative we have internet access, as was explained. The tech came out (understand they do not work for Google, but are subcontracted) and replaced the fiber jack in the basement and plugged in a new router. That’s it. Simple right? Our computers and TV on the main floor seemed connected so we didn’t bother with our other devices, assuming they were also.

Google Fiber agents promised to refund the device fee of ~$300 when I return the modem/router. But they did not refund the money after getting the device back. They also refused to return the device back. To add to this, we paid for 1Gbps and we are getting 5mbps in wired network. Customer service agents are very unhelpful and ignorant of the rules. Google Fiber cheats customer with unfair practices not seen in any business.

I ran into a problem with Google Fiber equipment return experience. I returned equipment following Google instructions 2 months ago but internal system at Google had “a glitch”. 2 months later… still no resolution… Customer beware - this is not a customer-oriented company.

Google Fiber did a great job running line to my house. Google Fiber did a great job installing their equipment. Now, I just have to figure out how to connect my devices to Google Fiber. It's a little frustrating. Had I known, I would have planned for it. I have since read a number of reviews... I believe them... They scare me.

Lucky to get 300 Mbps when we're promised "up to 1000 Mbps". Technical service is horrible, had to fight for nearly two months to get them out to realize their equipment failed and needed replaced. Still rarely get over 300 Mbps download.

My experience with Google Fiber is by far the worst I've experienced with any company. They are very dishonest, one person doesn't know what the other person is doing, customer service is extremely poor, and they will manipulate to make money.

I had had non-reliable service from outages and digging in our yard where they hit a water irrigation line that I personally had to repair out of my pocket. Then fast forward I had to change a card on my billing and paid with my debit then realized that there was still a 9.66 cent amount due. My debit on a tight budget due to cut in hrs. Google took it upon themselves to charge my debit card again w/o consent after I had paid the remaining 9.66 with a credit card. They refused to credit back that debit card.

Like many, I thought GF would be the best service out there with blistering speed and high reliability. Our service goes out for what feels like one or twice a week and takes hours/days to recover. They claim the "highest reliability" - which seems dubious based on my experience. Also, my 1G service often clocks in at only 300Mbs - sufficient for my needs, but, again, not as advertised. I was told by a service operator it was due to network traffic - again, dubious as their capacity should be as advertised. I'm keeping for now since ATT and Spectrum were not much more reliable and it is a pain to switch again

By far the worst internet service I have ever had. And I thought Comcast was bad. It wasn’t just the connection problems I ran into, it was the lack of customer service that was provided when the service dropped. I was told on a Friday that there was an outage that would be fixed until the following Tuesday. I work from home and my son does online homeschool. I switched to Fiber to have better service, not worse.

Today I had Google Fiber installed at 8:00. At 12:00 the tv was working. By 12:15 it wasn’t. They aren’t coming back until 3;30 for another 2 hour try. None of the apps on my phone will connect. Even though it says “connected to the internet.” This is not looking good. If I have one more issue today, I will Have to cancel and go back to ATT. Crap. And miss a day of work!

I was under the impression Google Fiber was the Gold Standard for both speed and reliability. Nothing could be further from the truth. We have been using Google Fiber since August 11, 2023. In the 3+ months since we have been using it, the reliability is the worst of any Internet service we have ever used. We have had AT&T, Xfinity, etc. in the past. Do not use Google Fiber, I will be canceling tomorrow.

I purchased a Google WiFi AC2200 Mesh 5 months ago only to realize that when I upgraded to the Google WiFi Pro 6E, my AC2200 is no longer compatible. Customer service will NOT help provide a 3rd Mesh or give a discount for a 3rd device which costs another $120. This service is a shady money pit that doesn’t care about the customers…only money. That’s 100% Google's belief. Money always comes 1st, customer last. Just keep draining the customer to gather their info and money.

Constantly receive their advertising flyer in my mailbox and their office is just so close by so I gave it a try. Definitely NOT next day service availability as advertised. Especially when the previous homeowner already had Google Fiber. 4 days after I placed order, the router has not even been shipped, and I wasn't given an option to pick it up in store either. Their customer support is beyond terrible. So NOPE. Will be using Xfinity.

I am a recent subscriber of Google Fiber and I have had at least a couple of issues with them in the first 3 months of service.

After digging in my front yard without permission, they unprofessional send cards mail and want 70.00 a month for your check. I'm sorry Google but you trespassed my property. Now I have an ugly box that will never be used. What a waste of taxpayers funds. Stop sending your cards and mailers and email. I just rip them up. Your company is a scam.

Been trying to cancel my account for 4 months. Each time I've spoken with a representative, the notes got shadier and shadier. None of the notes reflect actual conversations that took place between me and the representatives. At this point, Google Fiber has become the worst company I've ever dealt with. I pay just as much money to be disrespected and mistreated by the cable company. The only difference is cable will keep my services monitored and will never let me go without service. Google Fiber will find ways to keep from paying you back your money. Google Fiber had me on the phone with 5 different people for over 2 and a half hours just to be denied because they don't "monitor usage" so they have no way of telling whether or not the internet was actually used, but they have ways of telling when you've entered the chat to discuss cancellation WITHOUT authentication.

Google installer insisted on placing wire on outside of my house even after I told him I wanted it coming in under house. Installer crushed my siding trying to get wire through it to house interior and left without making me aware of his mistakes. I reported it to Google service and got a Quick return email from construction (wrong dept). He forwarded to appropriate dept. Zero contact for 3 weeks. Service man finally came out. Looked at scope of work and now a month later still no response. Almost 2 months and still no resolution. Google's installation is second rate.

I had scheduled to have installation done on my house about 6 months ago (just wanted more reliable connection than Xfinity) for a 12 o clock appt. I was told an installation team would be there ahead of the technician to run the line to my house. I received a call from the tech at 9 asking if he could come early. I changed plans and said yes. When he got here he said it wasn't installed correctly and they would come out. The installation team came out and resolved this. I contacted them back and they said they only had one appointment available over the next two weeks which was on a day/time that didn't work for me.

Google Fiber 1 gig isn’t worth your money. 2 gigs is even worse. If you’re a gamer you need to spend $125 plus, just for the mesh extender. When Xfinity you can pay $35 for the router and higher speed. If your house doesn’t have a line to the internet box, I recommend just having the tech install it. No reason to pay high prices for internet without Ethernet. Especially for renters! You’ll need to install a jack into your room. Xfinity you just need the router and a plug.

I shut down their service after three months. I see no difference from their internet and Xfinity. I have a credit of 47.60 which these thugs are giving me a hard time of giving me my money back. I change my account dues to their threat about returning their equipment. Which I did returned, but these clown are impatient. Dues to my changing act I'm being told they can't send my money to no other acct but the acct I closed. Stay away from these rip off thugs. 47.60 of my money down the drain.

This company does not care at all about the consumers. It's all about making money while destroying neighborhoods, residential property and taking advantage of home owners. They get states that have easements on their property and never give a notice and just come up and tare up your yards and put there cable lines under your property. I have my water meter and main water line with cables going through them. My meters are no longer straight. All crooked. My brand new grass tore up. There excuse I got permission from the city because they own the easement. I don't see any helping pay the property taxes maintaining the yard on the dam easement. Where there is grass because there are cement boxes all over everyone's property. The neighborhood looks like commercial property and not residential anymore. This company needs to seriously leave this city. Customer service is bad.

Google Fiber lied about when it was gonna be because something happened then the second time they lied and said 24 hours then the 3rd time they said 2 months and never told me!! Going to AT&T. Simple!

This is my 3 attempt to try and mail Google Fiber back their Wi-Fi box. Google send me a FedEx label which takes 36 hours to receive by email. They have sent me two email, which did not cover the full cost of sending the box back to them. The FedEx label they keep emailing me does not cover the full cost to send it back to Google. The label they keep sending me, even though they lie and say they are sending you a label that covers the full cost of the return, it never arrives.

Horrible service and customer service. I got the box delivered and they told me to set it up. I haven’t had internet for 3 weeks now and they keep saying they have someone scheduled to come and unfortunately they can’t give me an exact date or time. I’m getting Billed for a month of internet I never had and they can only give me a 25 dollar credit. Customer service only repeats the same thing they are training to say and will not provide you with actual information so it’s the same as speaking with a robot. Honestly I always had Verizon and never had an issues. I can’t wait to cancel this and change carriers.

Google Fiber hired Ervin Cable to install Google Fiber lines in The Nashville Davidson County TN area. I live in Newer Neighborhood, Magnolia Farms in Hermitage TN and “Google Fiber Hired” 3rd party Cable installer left 4 inch in depth holes in my grass 2 ft to 5ft long and 18” inches wide and cut through one of my sprinkler lines.

We had Google Fiber installed. After about 4 months had problems. They came and replaced the router. Another 4 months we had over 200 crashes and they replaced the Router again and when requested a refund for the month we couldn't use it, We never heard ONE response back! They went dark, after multiple times of calling, emailing etc.

Surprise surprise. Outage again starting at 0930am and site claims will be restored at 3am but that’s always a lie. This keeps happening too frequently and for too long. 15+ hours at a time!!!! Service reps offers 0 explanation for this in San Antonio.

A breeze - no service. A cloud - no service. Forget about it in the rain. It is slow, it cuts in and out ALL THE TIME!! I only have it because my apt. makes me pay for it regardless. Don't do it, just don't.

We have had 2 long outages in the last 2 days. I called to get the status because I'm missing work because of this and was told I would be compensated 20 dollars. Are you kidding me? I missed 2 days of work and that's all I get? They told me the same story both days, a main fiber was cut and they are fixing it as fast as they can. I understand things happen, but their outages last quite a long time, longer than I ever had with ATT. Will be switching to another company.

I was having some landscaping done and the contractor accidentally cut the buried wire. Google Fiber did put flags to indicate where the line is but over time from the city cutting the grass I think they disappeared. I called support and they escalated my case and my internet was back up in 90 minutes!! This has never been my experience with Spectrum with just a non-physical outage. I recommend Google Fiber for Internet service.

They guarantee 24 help if line goes down. I am on 4th day because there is problem with communication between them and the people they hire to service! Apparently they came by the house one night at 10pm but didn’t want to Disturb me so they just left.

Tried to call Google Fiber customer service AFTER I CHECKED ONLINE that my address is indeed covered by google fiber. "Success" the online site stated. When called, I was informed that "Not yet, we will be there soon". Phone slammed. In fact, we DO have newly installed google fiber (note that they never came back to reseed the area that they dug out). I do not care to deal with automated answers that clearly are not updated. Goodbye GF even before you started to produce service in my neighborhood. I will certainly inform all my neighbors how useless are your algorithms. Happy to stay with AT&T.

I had Google Fiber in my existing house and was moving across town to a new house. I called Google Fiber Customer Support to notify them in the change in my service. The Google Fiber Rep informed me that I needed to set up a new account with new email for the new house that I was moving into in the coming month and schedule the installation of Google Fiber into the new house. Once the Google Fiber was installed into the new house I could call and cancel the old house's Google Fiber Services. I asked the Google Fiber Customer Rep if I needed to move any of the old equipment from the existing house to the new house. Google Fiber Rep said no that I would be receiving new Google Fiber equipment at the new house.

Being told that I have to wait now multiple weeks to resolve a simple issue is absolutely infuriating. And being lied to by their supposed support reps is even worse. They changed their stories every single time I called or chatted in to get help

I used Google Fiber in Durham, NC for ~2 years. Customer support is not great though: I had issues with installation (no fiber jack in the unit, despite the website stating otherwise, and multiple "try to reset the device again" before actually sending a technician to my address - of course, it was impossible to solve the problem on my own), return (cumbersome and illogical), and service termination (the customer service couldn't get the date right from the first attempt, though it was clearly stated in the email). The return is the most annoying part:

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.

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!

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.

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.

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…

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..

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.

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?

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.

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.

I switched to Google fiber in Sept 2022. I’ve had problems since, tech came out. Said I was only hooked up for 1gig but I’ve been paying for 2gig. Instead of making it right with $30 credit per month they gave me $11. Talk about an insult. Be sure to check you're getting what you're paying for!

Not reliable. When it works it’s good. But it comes and goes. You can be researching something online, then all of a sudden no internet. Go into your settings, it may pop back on. But then a minute or so later it’s gone. Also they were suppose to come out and replace an outside wire over a month ago. Never have come yet. As of this writing, hoping it stays on long enough to finish this review.

Been with Google for 3 months. Our Internet went out yesterday at 10:00 AM. 24 hours later we still have no internet and all the company does is say it will be restored in 5 hours. This is the 4th time they pushed the time back. It's a bunch of Hot Garbage. I am cancelling service and going with Xfinity!

This App is Malicious and invasive. It Advertised as being A Ad Blocking App for free, the first week. I downloaded it 10/27/2022. I noticed that I was charged $1.99 this same day on I deleted it 10/30/2022. The first day it showed up with all of my other Apps in my settings. 24 hours later I couldn't find this app anywhere in or on my phone. Then my phone began getting HOT & APPS THAT I DIDN'T DOWNLOAD BEGAN Appearing. Neither could I find this App in the Google Play Store. During the 3 day hunt for this App I found a way to open this App, and I deleted it then I opened my Google account Site settings and scrolled through it and it showed the website for this App. I tried to open it up. It said dangerous site. I Think I Removed the Virus in my 3 week old Moto G CELL PHONE.

I have been trying to contact Google for years to inform them that I am receiving other people’s emails. There is no direct contact number. The troubleshooting steps that are provided online do not work.

I had Fiber with Google twice in the last 5 years. Just recently switched back to Google Fiber 1GB internet. The internet is not consistent and has major latency issues and bad jitter. I don't care what the speeds show but the proof is in the pudding. The speeds are shotty at best and cannot handle a simple 4k video running with 2 or more devices connected to it. This is off of a brand-new hub in my neighborhood, that has at max 5 other households attached. It should be a crime what they are advertising but then giving to consumers.

When Google Fiber was available in my area, I immediately signed up, the line and box were put in immediately, then the first installation appointment was scheduled. Cancelled ten minutes before, reason, 'poor signal strength'. Second installation scheduled, that technician came out, poor signal strength. He and CS supervisor contacted the team to get this corrected, the third appointment scheduled today, still no signal. Talking to CS, supposedly a technician arrived at my home, corrected the problem, but I have a closed backyard, no one ever showed up. The Chat CS today said this was the first time a correct escalation request was sent through. I received a phone call today, stating the problem had been taken care of and we could set up a new (fourth) installation date. I would not recommend this company until they have worked through their internal problems

Google Fiber technicians and field operations technicians have no clue what they are doing and they cannot identify the issue without playing the blame game. The internal technicians can only setup the equipment and check your signal and are not really qualified or educated to do anything else which results in "sorry there is not much more I can do on my end". When they schedule the field technicians which are supposed to be the ones that install the line are usually never available to fix the issue which results in 4-6 business days without internet and there is no way to contact them directly and Google Fiber customer service has no idea when they will show up and will not provide an ETA.

It's down on a weekly basis sometimes 7+ hours at a time. According to customer service the fiber is more likely to break in the summer. My son lives nearby and has not experienced 1 outage this summer with Spectrum. Clearly Google Fiber is too delicate to be reliable.

Note: I have AT&T Fiber as my internet service provider. One of my neighbors got Google Fiber. The technician who installed her line cut my line, leaving me without internet for 5 days. I lost 3 days of work because of this. I will now have to use vacation time. I'm pissed...the tech that had to fix my line confirmed it. I'm never getting Google Fiber...techs have no idea what they're doing!

I have been a Google Fiber customer for more than 2 years. When I signed up they mentioned "giving" the two wifi mesh routers as part of signing up. When I cancelled my service this month, I was informed these were just loaned to me and would have to return them. The support person, Ben, said this is "the policy" and all ISPs do this. This is one of the reason I thought Google was different. Other companies are at least upfront about loaning you the router and inform you if they are going to change the monthly rental fee. If the installation guy, the account person, or anyone told me that these were loaned to me, I would not have sold my other router. Google and its staff should be more upfront about the what is actually given to you in their service and not loaned.

After repeated requests prior to exterior installation to call and schedule a time to discuss the install before starting, and multiple promises that would happen from the Google customer service representatives, the installer showed up and installed the exterior connection in an incorrect spot damaging the exterior of my home in the process. After 3 months of repeated calls, conversations, and promises not one person has ever called me back to try to address the issue and I still have property damage caused by Google Fiber and no internet service from them.

Google Fiber will not follow through with construction problems. Been months, calls, they even came and took photos only to not address the bare spots and damage to my lawn. They sure didn't have any issues coming on to my pro.

Google came to install Google Fiber. To make it easy I drilled a hole to show where the install should be made. Instead, they trenched at least 12 feet past the point of entry. Instead of correcting it they put a box on my stucco wall 12 feet away from the hole I had drilled. Then, to make matters worse, they ran a black cable 4 feet above the ground for 12 feet. They put even more screws into my stucco with no waterproofing. Now 7 months later my stucco is damaged and looks like hell.

I have been using Google Fiber for a couple of years after having years of problems with other services; they are now the worst for customer service. To start, they hired a business called ECC to install the fiber lines. This company came through and ripped up anything in the way, including other companies' fiber lines and everyone’s irrigation lines. They literally did not care about any damage they caused because Google just threw money at the problem; but not to the residents, just other businesses to fix the problems.

When Google changed out our network devices because they are getting out of the TV business, they changed my IP address without asking if I had any other devices connected with the address which caused my security systems to become disconnected. Their tech had no idea how to change the IP address back to the original address. I had to pay $450 to my security tech to come out and change it back. Google claims zero responsibility for this change and of course would not pay the $450.

Google Fiber is impossible to deal with. I canceled my account months ago and they are still billing me. Their customer service is terrible, nothing gets resolved. AVOID AT ALL COSTS. Also, the connection speed is not that great, xfinity is better.

I was excited to hear that Google Fiber was coming to my neighborhood a year ago but it’s been the WORST internet experience of my life. I lose connection constantly - they take 3-4 days to resolve the issue when I do and their “customer service” reps when I have to call are miserable. Save yourself the trouble. I just cancelled my account.

When Google Fiber was first offered in my area a sales rep came by and talked about how much better they were and the cost was only $60/month with everything included, one price without all the taxes etc so I signed up. I had three different people come to the house to put in the box, connect etc. It was good I was off on the days they came because my yard is fenced and locked. So it took awhile to let them in etc. I was told by the last person that came it was ready and someone from Google Fiber would call to arrange the final install. I never heard anything so I called and was told the last installer had to complete their portion before they could send the final installer out. I explained they had already come by and said I was ready but they refused to do anything because that person hadn't checked the final box. I was furious and sent them messages etc but to no avail, no answer so I continued with Comcast.

Google Fiber came out in September 2021 and laid fiber optic cable in front of my house, tearing up my lawn in the process. They laid seed down afterwards but it didn't take. I dealt with that because the construction meant that I was going to be able to get Google Fiber. Now, months later, I am being told that my house is the only house on the street that can't get Google Fiber because they "cannot design cables for this system and crews have found this house not serviceable" but they can't tell me why. Plus, now my yard is still torn up and there is now cable under the ground in front of my house - for which I've not been compensated for - and I can't get service to my house!!

Don’t waste your money. I have daily outages Lasting at least two hours. They left 3’ x 3’ x 2’ deep holes in everyone’s yard in my neighborhood for about six months. They will give you an inconvenience fee of somewhere between $.75 in a dollar if you complain enough. I was also told I should switch services if I’m not happy Instead of fixing the problem Because they have no competition for high-speed Internet in Nashville right now.

Despite the claims the speed you will regularly get are about the same as a cable provider. I have been completely unhappy with the speeds. Just writing this review before I switch to another provider.

On 1/13/22 I called Google and requested to setup internet. They setup the appt for 1/20/22 so I setup my cancellation with Spectrum for the day before. Google arrives and informs us that they didn’t know we had a driveway in front of our house. They would not be able to do the install for 5 more days (WHAT) and they would have to bore under our driveway, dig through the yard to put a box on the side of our house. I called Google and canceled my request. They asked why and I explained I definitely did not want them going under our driveway and trenching through our yard. I received my cancellation email right after the call.

I set up 3 appointments with Google to have them come out and install their internet inside my house. All 3 times they had an excuse as to why they couldn't do it. The first two had to do with the line not installed from the street to my house which they should know before setting up an appointment. The third they said something happened to the line. The worst part is they decided to wait until the actual appointment time to let me know when they knew way ahead of time the proper equipment hadn't been installed. All they offered to compensate me for my time was $25. Save your time and go with someone else.

Back in late April a salesman came to my door selling Google Fiber. Since I was not having a great experience with wifi on Comcast/Xpedia I was willing to listen. I told him that I had a contract with Xpedia until November so I would have to wait, he told me that they would pay for the early termination fee, so I agreed to change. He lied. I have tried to get them to pay that fee since last June. Called them numerous times and finally I get an email stating that they were sorry THEIR salesman told me that but they were not going to honor it. I'm basically happy with the service, but a company that doesn't honor what their agent says is just not, well, honorable. Don't believe anything they say.

They made a big deal about providing 1000 Mbps and that they were the best company for that. Nothing could be further from the truth! At any given time it barely reached 100 Mbps. What's worse is when I called to get help, it took me over an hour to reload the whole system only to have the same issues two weeks later. They sent two guys over to see what the problem was and when they saw that I was only getting 100 Mbps, they procerded to try and convince me that I could run all my electronics with only 100 Mbps! Don't promise 1000 when the best you can do is 100! I'm done with Google Fiber and going back to Xfinity!

Sub-par customer service. I needed help with a Google Router configuration issue. After a Google Help chat proved completely useless, I reached out to Tech Support, and chose to be called on the phone, because the wait time was over 2 hours. I got a call from Tech Support and was told that somebody will be with me in less than 2 minutes. After 21 minutes on hold, I hung up. This is sub-par customer service.

The internet was pretty fast at my old location back in SoCal, and there wasn’t any disruptions in between. With that said, I had to move tomorrow early in the morning and use the Internet the night before so I wasn’t able to return the fiber devices to the nearest location in time. When I brought my devices to FedEx, they had an issue with scanning the barcode, and this actually happened twice when I asked for another barcode from the customer service. The ‘print the label yourself’ was pretty bad too because I had no printer and the FedEx self service sucked so bad in my new area and it was weird that there was a five day limit on the ‘print the label yourself’ label. I’m not quite sure but the whole thing with returning was a hassle if you don’t have a Google Fiber store nearby.

Google 2 gig Router/Modem is defective. The box resets four or more times a day. Had a technician come out and check system. He replaced hardware but told us that the new box would start doing the same thing shortly. He said that Google was aware of the issue but did not have a resolution. Technician stated we could opt to downgrade to 1 gig or live with the multiple resets throughout the day. Despite the defect in their hardware, they are still promoting and selling the 2 gig services without making customers aware of the issue.

My top advice is... Do Not cancel your current provider until you are set up and running smoothly. Sales people will tell you pretty much anything and unfortunately, I fell for it. Scheduled my install 30 days prior, took the day off work then they showed up 2 hours early. Wow, great you may think... turns out the step prior to the tech actually installing was never completed. They cancelled my appointment on the spot, told me they have no idea how long it will take to fix and it was my responsibility to reschedule my appointment. The tech's words when I asked how I would be notified when they were ready for me to reschedule. "I don't know, you'll probably get an email or something." Long story short, I needed to quickly reinstate my previous wifi service because according to Google Fiber customer service it could take "several days" to resolve.

This company needs a lawsuit for charging their customers for service they are not getting. This will be day 3 of techs coming out to "fix" the issue. When you pull up the Google home app and do a speed test, it looks great! However, don't be fooled, pull up the speed test via googlespeedtest.com and run it from there. From the app my speeds were 877, from the internet my speeds are 25.3 (hard wired). THIS IS ROBBERY and I have posted numerous posts on FB and several, I mean SEVERAL people have this same issue! Google needs to pay back all their customers millions of dollars they are stealing from them!

Google Fiber is excellent, so much better and more affordable than Comcast. I am fortunate to have the option in my neighborhood. Wifi extenders on every floor give super fast internet throughout the house.

Since my Google Fiber was Installed, it has not worked. The techs that came and the supervisor said that a construction site tech was going to work on the building that same day. After calling 6 times, customer service said it was my new equipment and no one would come back to support me. Now I’ve been waiting for 3 days for customer service to send me a return shipping label since I cancelled the service. They lie blatantly. Take your money so they do not cancel your service. This is very common with Google after discussing this with some of the residents in these 40 buildings.

When we first installed Google Fiber 2G technical performance was fine. It seemed they were working out the kinks. However, in the last two months, there has been nothing but problems. There are rampant performance issues--loss of service every 10-15 minutes for two or three seconds, intermittently slow Wifi, devices unable to connect, etc. All of these problems have been documented (ping -t, speed tests, photos, etc.) and shared with Google Fiber. Recently, five technical teams have come to the house, dozens of long service calls/chats with Google Fiber Support, escalation to Google Fiber engineering. None of this has helped. Technicians now sheepishly admit many other 2G customers in the area are struggling with similar problems but Google Fiber is unable to fix (even acknowledge) the underlying issues. When I call for help I only get canned, ineffective support. Google Fiber cannot be recommended. Stay far away...

It’s kind of expensive and sometimes depending on the time of day not very responsive. Better speed is achievable but it would cost even more. I sometimes have to pull the power plug to reset the router to get it to connect better.

Stay away from Google Fiber!!! I am moving to a new place which Google Fiber does not have service. As I purchased one year service, it does not REFUND for the service that I DID NOT USE. What a monopoly!!!

I have Google fiber residential service 1000/1000. As of late the download speeds, when connected DIRECTLY to the router via patch cable will not reach more than 300mb while uploads still fall within specs averaging 850+, my test are done w/o A/V, Firewall and in an incognito window. I have over 35 years experience in the industry. To date, the only answer they are willing to give, is it will be 5 to 7 business days. No technical answers, no communication returned with status updates. "It's been escalated" is the cookie cutter response at every level you can reach. Offering me a refund for the time the service is not up to the specs I PAY for is just not an option. They know it is not at the residence, they have already twice told me "there's no point in sending someone out". Apparently they know the issue exists but could care less about their customer.

When the salesman first showed up, everything sounded great, and I wanted Google fiber anyway so I signed up after telling them where we NEEDED the line to go. A week later, the wiring contractor showed up to run the line. We told them that the line MUST go to a certain location, as that is where the office is and I cannot have them on wifi, nor do I want ethernet cables through the house. They installed in the wrong spot, but insisted that the internal installer could fix that.

I signed up for service over a month ago and was told that they didn't offer service to my home. We cancelled the account and went with AT&T. Today I hear a drilling sound outside my window to find Google drilling holes in the side of my house. Didn't know on the door, didn't call - no notice at all. Went outside and asked them to stop and was told no. He completed the installation of a box that I didn't want or give permission to install. I asked for a supervisor to call me and was told 15 minutes - over an hour later still nothing. I called in and asked for a supervisor and was told no one was available. Finally I get a call from some kid telling me that I can't speak to anyone else and that there isn't anything that can be done. I asked for the box to be removed and the holes patched - I was told no. Awful customer service!

Has maintained price for 3 years, are $50 month cheaper than Spectrum was; my cable has been out maybe 3 times in 3 years, although I never even knew it but they gave me a refund on my bill-- only way I found out; it could not have been out for more than a few minutes to an hour.

I switched from WOW internet because it seemed the connection was never solid and when it was, it was SLOW. Since I've had GOOGLE FIBER installed, I haven't had any issues, at all, and the speed is amazing. Very cost-effective as well. Go GOOGLE FIBER!

Very rude customer service. They shut me off for $68 in a pandemic without any calls to let me know my credit card on file wasn't working or to assist me with a plan or anything. My kids missed online school even though I got on and paid first thing in the morning and called. They said, "We'll just have to wait until service is reinstated." Also I've been a customer since they came to town almost 10 years now! Not good service at all.

I cancelled my Google Fiber a month ago. I turned my equipment in the next day. And they are still charging me a month later. STAY AWAY FROM GOOGLE. Cable works just fine. You can save a lot of money switching to cable and there is no difference in the quality.

My Internet stopped working on September the 2nd around 4:00 p.m. They could not send anyone out to repair the Internet until September the 4th. I called several times on this. This, 2nd and a 3rd to see if they could have someone come out. I work from home and I need Internet to work.

My experience was inhumane. Customer service give a reason for the numerous unauthorized withdrawals out of my account. Bill was paid. Thank God I checked my acct. Customer Service lie, false info & extremely rude. Please Never Use Google Fiber!!!!

If I could give them a minus 10 rating I would. Three days of sending them an e-mail and not one reply after four days, not even an acknowledgment that they have received my e-mail. It is quite obvious they don't care about their customers, or customer service.

I have had Google Fiber for at least a month, and I am already complaining. After a week, I noticed unusual activity. I used a google a/c to setup my service but while using the internet I accessed my "hotmail account". In doing so, someone changed my settings on the account which forced me to access my settings by making changes. I am unable to receive emails in my "hotmail account" that I have had for years. I used my "hotmail account" for business purposes. Nevertheless, I have had to communicate with my job that I have to change my email address which is not something people normally have to do. It is unprofessional!!!

I just moved in and see a Google Fiber wall jack. The previous tenant removed the modem box but the neighbor across the hall confirmed there is fiber in this building. The customer service reps can not seem to locate my address on a map so they tell me the service is unavailable. There is no one willing to check out where the other tenant put their service address as and I know there is google fiber here. They just are too lazy to find the address. The phone number to their call center now does not even answer my calls and they have the audacity to send me to their survey after making me wait on hold for 15 minutes. This company has no integrity or humanity. They just want your money.

First the speed is not what they say. Then the connection is not stable, the internet keeps going down every now and then. Very frustrating when one needs internet more than before now to work from home. They did change the router once on complaining, but that didn't solve the issue. Not going to get this internet till I have other options.

"What, when we said 1000mbps, you really wanted that? With a CAT5e ethernet connection and a gigabit LAN card? And you'd be happy with 200mbps? Dude, it's your computer--your computer sucks, you need to get a new computer. What? What computer should you buy that will get 200mbps? We have no idea! Nope, there is no computer on the face of the Earth that we can tell you will actually get anything close to what we advertise. Suck on it, loser! Just pay your bill every month, and we're good!"

I have had Google Fiber since February. It is June 19 as I write this and this is the 6th time we have lost service! Fast when working, problem is its down all the time! Getting a tech is a 3 day wait! Unbelievable!! Do not use this service. One of the times we were down was because an incompetent tech hooked another house up and disconnected us in the process. I am now on a 4 day wait for a tech. I will be using this time to see if someone else can run service to my home with decent speed.

I have not been impressed with Google Fiber. I had Spectrum and decided to try out Google Fiber just to see if it would be any better. Well IT'S NOT!!! It's slower and it cuts out when it rains. I have decided to live with it just to avoid the hassle of changing again but now I can't change my the payment date. I have been reading all these customers asking to change the withdrawal date and they go back to 2018. The solution seems to be tell customers to get a pre-paid credit card. Every other company in the world allows you to change the date. You just log in and adjust the date with no hassle. Not Google Fiber. I live paycheck to paycheck. I just needed a couple days till I get paid but you can't do it. Nope, they would rather you not eat for a few days. Oh, but you can pay early!!! Bet they will take your money early just don't ask for a couple days late. I think I'll be getting in touch with Spectrum. Google Fiber clearly does not care about people.

Google Fiber was installed two years ago in my city and when doing so they cut our electric fence and our AT&T internet connection and in the end they didn’t even finish. Now they are doing it again and the same thing has happened, but in the middle of a lockdown so my parents can’t access their work and my sister and I can’t do our schoolwork. Thanks a lot google.

I was past due by a month on my Fiber acct due to issues with the Corona Virus and worked out an extension (they provide one per year) to pay my $140 bill off by 5.6.2020. In good faith I authorized a partial payment of $70 on 4.23.2020 only to find out the next day that they charged me $70 twice equaling my entire balance. I contacted customer service and their excuse was the system doesn't take partial payments if you're past due, except that they did take a partial payment and later charged me for the rest. Long story short they refused to credit me the $70 that I didn't authorized and their excuse was always the same, the system isn't set up that way! They didn't even try to help, their answer was, "If there aren't any more questions can we end this chat?" Seriously - nothing. Just basically you're screwed sir! #clueless

We've had the 1GB Google Fiber service since we moved in in December 2019 and since we've had it, we've had horrific, slow speeds and we drop connection at least 20+ times a day. I can't stream videos in full, let alone work from home without constantly dropping service. The download speed is a whopping 40mb and upload at 80-100mb. I'm paying $70 a month for junk speeds and connection. I've called them a few times and the first lady was nice but blew me off with just watch it and credited my account with a huge $25! (pathetic, I should dispute my charges with my bank and shouldn't have to pay for this trash service).

I have had Google Fiber in two different locations in Huntsville, Al and it was not reliable at either of the two locations. Talked to Google support many times but of all the calls I made only one support guy seemed to want to help but was unable to fix problem. I had to restart the cable box at least once a week to restore service. Google support said that was standard procedure and I should restart my network box once a week for good service. Google Fiber has not been a good product for my family.

I have not been impressed with Google's internet service. Its provided router barely makes it into the next room, and when it connects, it provides such a horribly poor signal that I can hardly load webpages.

I never EVER leave reviews, but had to for G.F in Atlanta. Their website told me that my unit (that I just purchased) was fiber ready. So I went ahead and signed up. I chose the self installation option because the other option - to have a technician come out - was going to take 1 week. I get to the store and the agent tells me to just plug the network box into the "fiber jack" inside my unit. I was puzzled, since I didnt remember seeing this fiber jack anywhere in my unit. I told him that I dont recall seeing it in my unit - but he assured me that it must be there. Okay, cool. I take the install kit (which includes the router etc) home. I look around my unit and unsurprisingly - no fiber jack.