Google Fiber
Is This Your Business?3.0
5.0
Overall Score
Dennis Lyon Kansas City, MO
I have been a google fiber user for several years and had a plan that was costing me $50 a month well google has let's say hounded me about upgrading my service promising a increase in speed and service for my home. Well they did this over and over the past year and since i work from home more now I finally gave in and upgraded my plan as they had kept asking me to do. So now i have the $79 a month plan and guess what no changes in my service or speed at all. So i contact the support line and they checked everything and informed me oh well that upgrade does you no good and was basically just a scam to get more money for the same service and I asked to revert back and guess what you can't that plan is no longer offered so you now have to just pay us more. So if you are a customer watch out they are out to get your money and don't care if they are ripping you off.
5 years ago
Roe Jo Austin, TX
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 contacted Google Fiber; they suggested that I change my password. I changed it. The interruptions and sabotage continued. They have impeded upon my Instagram account making it an unpleasant experience (scrolling interruptions and unable to access my settings to make my a/c private). They are listening to my background-my conversations in my home. Again, I contacted Google Fiber to report the findings (disrespect and unprofessionalism). They tell me again that they cannot access my device. Lies!!!!!!!!!!!!!!!!! They suggested that I restart my laptop by resetting it. I did it losing valuable information for them to persist in manipulating my device! I set all my accounts up again on my device. For my google a/cs I set up 2 step verification changing the back up emails from "hotmail" to "gmail" and "yahoo" and again they accessed my device. After a week, I just so happened to check my settings on both gmail a/cs and discovered that the back-up email addresses were changed from my "yahoo" email address back to my "hotmail" a/c. All I could say is "UNBELIEVABLE"! I did not receive any notifications that they were changed; however, when I changed them back I received notifications for both accounts. Tonight, I posted several comments making this complaint known on Instagram actually identifying Google Fiber as the problem and my screen darkened w/a flash. Earlier today, I visited with my daughter while she was face timing and laughed with the people she was talking to and she complained that her device blackened.
During the complications with my "hotmail account" they forced me to be in a position where I could not access my account preventing me from receiving codes to my back up gmail accounts. They did not know that I had a 3rd a/c that I absolutely do not use, but for the purpose to reenter an account. I used it to access my "hotmail account". After they saw that I was able to access it then they took it a step further to hinder access after that. While I was in my "yahoo" account I deleted "999 emails" I logged off and reentered the account to discover that those very same emails were placed back into my "inbox". Unbelievable! I am at a point to where I am thinking about getting spectrum b/c these acts are vicious and disgraceful.
Every time a Google Fiber representative would access my device before my initial complaint a I would click on an app. When I click on this particular app a Google Fiber page or banner would pop open and not the app that I intended. I print screen it and during my 2nd complain I explained the it to the representative and they denied it. They didn't trying to investigate they immediately denied my concerns.
At this point, Google Fiber does not deserve "a" star!!!!!!!! But I'm required to select in order to submit my complaint.
6 years ago
Shannon Kenny Los Angeles, CA
The billing is ridiculous all the way around! Got my service and they talked me into getting the Google 1000 even tho I told them I only had two phones in the house that we would be using wifi on and I'd prefer to pay the $10 and have free internet that comes with the apartment complex I moved into. I had no TVs no computers no tablets just 2 phones that my daughter and i would use after school/work and still they insisted so after one month and being charged $112 when I was told it would be way less I went down to the free version which was more then fine for our two phones and i had a $47 credit on my account that they wont give back til you cancel service or use it with them so then we ended up moving and I cancelled my service and boxed up my Google box. They said in 3 days I'd be e-mailed a shipping label to send the box back as the Google stores are closed due to covid-19 I've yet to recieve an e-mail with the label and if it's not returned by a certain date like within 4 weeks... they charge your card $200 so I called Google again today to tell them and the lady said she's e-mailing me the label right then again.... still nothing. Oh and about my credit they say once everything is returned and the next billing cycle my $47 dollars will be credited back to my card?? Why wait til the next billing cycle a month away to return my credit, I've cancelled my service I was on the free plan? Anyways I'm wondering when and if I'll get my e-mail with the label to send back the box it seems they are not wanting me to get that label as to charge me the $200. I don't want the box it does not work where I've moved to and I'm curious if I'll ever see my 47 bucks too. I dont like dishonest companies. I paid my bill when it was due and when I cancelled I have credit so why not put that money back on my card just as fast as they took the money for the bill off my card instead of making me wait over a month to recieve it. Getting my money back isn't that big a deal I just cant believe how they make you jump through hoops for your own money and the label e-mail not arriving is starting to scare me I cant afford for them to take $200 dollars out of my account for something I cant even use anyways! Google please e-mail my label so I can send the items back I have the original box plus EVERYTHING that came in it. The only reason why it's not gonna get returned is because they will not e-mail me my return label. Its sitting by the door on my table ready to go. I have a bad feeling about this tho!
6 years ago
Stephanie Taylor Kansas City, MO
Yesterday I cancelled my cable services. I was paying $220.00 for 4 TV's; then decided to just have 2 TV's paying $189.00. Recently Google Fiber raised their prices. My new bill $232.00 for 2 TV's with only HBO, Starz, one phone($10.00) and HD and internet the lowest speed. Google Fiber does not provide package deals. The cable is too expensive. I called 7 times talking to customer service because when I called to cancel I forgot to keep the internet and phone. I was told misguided information: I will need to change to a gmail account (once I already created a yahoo account);
I will need to put the serial numbers from my internet box and phone box on my new account in order to keep the internet and phone (I called back and was informed I will not be able to do that-they will have to do it). I was informed to add phone and will be taken to a screen to add new phone number- that did not happen. I did not want to call for the 8th time. Will call again tomorrow.
I had no problems with the cable when I did have it. It's the price increase and the customer service. A few people were very nice but could not help me till the registration was completed on my end. Also I called regarding my last bill $244.00. They charged me for their mistake! When they were making changes they took my HBO and Starz off my account. I called them to add it back on they apologized. Then I called again I was informed that I will not be charged for the change in my account because it was this fault. Me bill was reduced to $180 something. Yesterday They took out the full $244.00 that is another reason why I cancelled my account.
6 years ago
Lin Li Los Angeles, CA
I switched to Google Fiber last November, only two months later, the internet stopped working on Jan 12th, I contacted their customer support, but the earliest available time slot for them to send somebody onsite was 3 days later, I waited for 3 days without internet service at my home, the problem was fixed by replaced the fiber jack, however, today, only 1 week later, the internet stopped working again, contacted their customer support, the earliest available time slot is Jan 28th, means I have to wait for 4 days without internet at my home, how horrible their service is.
I think it is acceptable the service may have problem some times, however, it is NOT acceptable that the problem happens so often, and every time, we have to wait for so many days for them to send a technician on site.
6 years ago
LAINMO Kansas City, MO
The good: Google fiber has great customer service, and is hands down the best internet and tv option.
The bad: they worse then Time Warner was about raising prices. Too often I am getting a price increase, 10 or 20.00 per month. Feel like they are taking advantage of their customers
6 years ago
GC Olathe, KS
We observed the cables being put in in our neighborhood; which seemed to be done rather fast and hasty, maybe even sloppy. Indication of future service? Maybe.
The promises for the service were "speeds up to x", which means you will never actually achieve these speeds. Our service was much slower, and we were told insane tips such as "increasing the length of your account password will increase your speed". Yes, by a Google Fiber customer service agent.
But the most disorganized interaction happened when we cancelled the service due to selling our house and moving. We were sent a code to go to the nearest FedEx office to return the equipment. After paying $6 for shipping, the items were on their way. Received an e-mail that "the equipment has been received but not internally processed yet." We were assured each time we called about that, that it was ok and nothing to worry about.
Fast forward 1 month, and we see a charge of nearly $600 on the credit card that was used for billing for the now cancelled service. While speaking to the customer agent we learned that:
1. He could see the e-mail that the equipment was received from FedEx, but not internally checked in. *on hold*
2. He didn't see any account details, because the account had been closed. * on hold*
3. That he was able to see old account details after all. *on hold*
4. That the issue will be "researched further and the money will be refunded after the research is concluded."
Ok Google, this doesn't even make sense. The equipment has been shipped by us, you have sent a message that you have received it but not internally processed it. We have a verified transaction that we shipped it, and you have sent the message. Any further research should be aimed at your internal business processes where it seems a couple of dots were not connected right. That should NOT involve a charge of $600 to us.
We left off that the money will be refunded within 3-5 business days (it didn't take that long to charge us) and there will be an e-mail that the issue is closed.
Looking back - the way the cables were laid seemingly hasty, careless and uncoordinated was continued in the delivery of the service and the after the discontinuation of the service.
Cool technology, but it seems very poor business execution.
7 years ago
Rhonda Kansas City, MO
I’ve had Google Fiber cable and internet about 3 years. No premium channels with 5 boxes, I pay $193 a month. It used to be $160 a month with no premium channels. But the price keeps going up.
Now my real problem comes when I called the Austin Texas location I spoke with Gabriel J. They e mailed saying my network box was having problems. (No problems on my end) but I went to the local Google Fiber store and got a new box. When I got home it didn’t work. So I spoke with Gabriel. He was not helpful. He never made sure I plugged in everything right. When I asked his name he asked “why are you gonna google me. “ I asked him to transfer me to someone else who could help. He said all of the supervisors were busy. And they would call me later. So I asked if I could talk to a technician. He responds “I tried to get you set up with a technician but you didn’t want that!” That was a lie. I just wanted to talk to someone who could help me, since he couldn’t. I told him it’s messed up that I had to go to the local store to pick up a new box. He responds, “You didn’t have too! You should have called a technician!” Very rude!! But the e mail didn’t say that. It said find a local Google Fiber store.
Now I have to wait until tomorrow afternoon to have a technician look at the non functioning equipment that I had to go get! Very frustrating especially with the high monthly payment I have. He was very rude. Maybe he needs to find another line of work.
7 years ago
Cin W Kansas City, KS
Google Figer is a shady company. I’ll explain why... I had service, then one day it went down, they came out to replace the router and all, said it was beyond my house and had to schedule a field tech to come out, then nothing wrong and scheduled a construction crew out. Several days lying to me telling me they have a 24 hour turn around and I’d have service today. Twice in all this, I was issued a $25 credit, twice, for my trouble and inconvenience. Then they couldn’t give me answers on when I’d actually get it fixed saying they have no way to communicate with these other crews. So I schedule a different company to set up internet service. This new company could give me an answer, that I’d have service the next day from 1-3pm, lol. I called Google Fiber and cancelled my service a week before my bill was due. My account was prepaid where I always paid for the month in advance. While cancelling, the girl told me I’d still be billed that next week on the 13th anyway then refunded a month later. I said I’d just remove my card from the account and she laughed, I saw why later, they don’t allow you to remove your card without adding another one. So I locked my credit card to avoid this unnecessary payment. I am not your bank Google Fiber, borrow money elsewhere, lol! With that seeming shady, I videoed my returning the equipment, otherwise they’d try to charge me $200 if I hadn’t, the gal in the Kansas City location was very upset and even that I not record and delete my recording. She told me I’d get a refund of $86.67 that next month. Then I get an email saying I’d get a $36.67 refund, my prorated amount. Several calls and lies later, this manager tells me today that the $50 credit was only if I stayed a customer and was deleted. I said I was never told it was if I stayed a customer, I was told it was for my trouble and inconvenience. He even said I’d need to turn to reviews, social media and the courts if I want my $50 refund, so I guess Google Fiber is my new favorite hobby. I guess they’re so big for their britches they don’t realize that people do actually read reviews and steer clear from shady practices. I know I do. Just ridiculous Google Fiber, lol. After reading other reviews, I see my entire metro area has had service issues for 3 months now and others have been billed for services not received as well.
7 years ago
KSCOMOGA Overland Park, KS
The short story is Google Fiber is a fresh start up TV and internet service. They should have worked the bugs out before they sold their services. I did not receive full service for over five months which is documented in my file. I couldn't record, I couldn't even change channels most of the time, and my one G internet was so slow I had to watch pictures download like dialup. The Google Fiber internet speed test stated my speed was 24 mbps not the 1000 I am paying for. It took Google over five months and several equipment exchanges to find a simple mistake that is now supposed to be in the support team’s manual. Google still charged me $1200 for the time their service didn't work and they refuse to credit my account more than $25. No body would pay for electric service if they didn't have it why should I pay for Google when I didn't have it. I thought having Google internet and TV was a good idea because of Google's tech leadership. I have had several large problems with Google including ruining two of my computer's hard drives which has now been proven. Google Fiber is at the bottom of the list when it comes to internet and TV service. Hook up cable and save a lot of hassle. Nothing is ever their problem it is always somebody else’s. I would like to add that the recordings that were saved before Google started having their problems were for the most part unable to play and when they did play the recordings had many problems such as not lasting the full length of the show, recording having bad video or volume or having pixels instead of video and more. More often than not the entire Google screen would freeze not allowing me to do anything at all. This incompetence cost me $208.31 per month. Google would never call me back after they stated they would, I always called them back. It was as if they didn’t want my business anymore since they had no idea how to repair the problems. On Googles behest I tried to record five programs and I gave them the program and time, they never called me back about the results. I went out and bought an antenna so that I was able to receive some entertainment and news. I thought everything was repaired in March but it started again on April 3, 2019. According to Google it's my fault again; all of my computers are not capable of getting the high speed internet even though they did for the last two years. It's my fault, it's my computers fault not Google's fault. Google has no culpability. Again Google Fiber cares about no one other than Google Fiber. Don’t do business with them.
7 years ago
Davis Salt Lake City, UT
My experience with Google Fiber has been a train wreck start to finish and left me with nothing but anger and resentment (and damaged property). Firstly, upon installation the technician drilled an extra hole in my wall and did absolutely nothing with it just left. I brought this up at the storefront location when picking up my box and was supposed to receive credit for the damage and never received anything. I forgot about it for a while due to being behind an entertainment stand until I was moving out of the property. I started doing some speed tests and had only been getting 10-12 MBPS. Unfortunately, at this time I was getting close to leaving that property so canceling the service was more important than spending hours trying to trouble shoot and get it fixed. I terminated my service over the phone 3/5 and asked for a partial refund for the poor service speed. I was informed that I could not get a refund because I had not “complained enough.” The agent I canceled with informed me that the billing cycle was the 13th to the 13th so he would put my cancelation date down for the 13th and I would not receive any additional charges after the 3/13 bill date. I then received an email stating my account would be charged $70 on 4/13 for the coming month of charges. I quickly called to get this resolved and spent over an hour on the phone with the technician to get this resolved and ensure I wasn’t charged for services I had not been using and would continue not to use. They would not cancel the entire month only after the date I called because the previous rep stated 4/13 which still doesn’t explain why they would charge me an entire month in advance. I asked to listen to the call as well due to the rep stating on the previous call that I would not be charged any further and they would not let me; I then asked for a copy of the call so I could review and again was denied. I asked the rep why they can review a call and use that to bill me without letting me review it as well or listen in and he stated, “that is where we are at.” (Super helpful) So I now have a hole in my wall, have been over charged for services that have been received, and are being charged for services I am not using when they were communicated to me previously that I would not be. I personally will never use Google Fiber again and will make sure that all the tenets at my rental properties know of my horrible experience as well. Good job Google on your poor customer service losing you multiple customers in one fell swoop.
7 years ago
Brinley Knowles Smithfield, UT
Google Fiber is very affordable and is of great quality. Their customer service is wonderful and will help you with anything that you have questions on or about.
7 years ago
Anna Kansas City, MO
My apartment complex provides the basic service. I just moved here and immediately called Google Fiber to set up the service. I made it clear to the woman setting up the account that I just wanted the service that the apartment provides at this time, if need be I would upgrade later.
They still require a credit card on file, which I found odd, but figured hey maybe it's for verification of person/address?
A week later I saw that she (or someone else) enrolled me in the program two steps above what the basic is. I immediately called. The gentleman said that he would be happy to move me back to basic. I asked if I would be charged for anything, he said he would have to see what it would be from the start of my service until now.
I informed him he could go over the recordings, 20 minutes later he appreciated my patience and said he saw in the notes that I had requested basic and somehow was placed in Fiber 1000 and he was contacting another department to see if he could stop my card from being charged or not.
I honestly do not know if this was a genuine mistake or a scam for them to try to make money and show that a certain service is better so they can keep people on it.
I'm thankful for the time (35 minutes) the customer service rep took in investigating and trying to sort things out. I'm just highly disappointed that this occurred and the fact that I have to call back (as stated by the representative) before the next billing to ensure that it didn't happen again.
8 years ago
Claudia Bouche Ladera Ranch, CA
The service is not good at all. Very intermittent and slow. Customer service is the worst. I was charged after my account was cancelled and still haven't received a refund. I have contacted Google Fiber 3 times and always given a different answer and no refund yet! The customer service rep I contacted today was rude and condescending and basically told me I just had to wait! I am sure what you are doing is illegal, and very offensive. You cannot just take your customer's money, without authorization, and give it back whenever you want to, just because you are Google. Stop taking advantage of people with your poor service, bad customer service, and shady billing practices.
8 years ago
Tess Wade Provo, UT
If it was possible to give them "0" stars, that is what I would do. I have been a general contractor for over 20 years and they are by far, the worst company I have ever worked with. When we broke ground on our home, we found that they had ran the neighbors service on both sides through our lot. We let them know this 6 weeks in advance of the excavation and nothing happened for a month. When we called to ask why, they made some lame excuse that the contractor had called us and we hadn't returned his call. This was their first lie of many. Because they seem incapable of keeping their word, we were forced to call them at least 5 more times before they came and ran a temporary line to our neighbor on the west side. It took them another two months to finally bury the cable. It was nothing short of a miracle that this unprotected wire was not damaged during the excavation/framing process. When we encountered the cable of our east side neighbor buried on our lot, we alerted them immediately. As expected, nothing happened. This wire was finally broken and our lovely neighbor lost her internet service. She immediately contacted them. They promised to have a temporary line set up for her by the next day. No surprise here...this didn't happen. It has been over week now and she still does not have service. Each time you call google with your concerns, they make up a new story that is completely untrue. (Not a broken wire, a hub problem, service completion order not submitted, blah blah blah.) After speaking with a supposedly "top manager" named Charles, I finally lost it. Charles had no clue what was going on, why the promise for a next day connection wasn't kept, and seemed incapable of coming up with a plan to get service to our neighbor. He even seemed confused by his own company. This had been labeled a priority, but they still can't figure out what to do. It has been an incredibly frustrating process. Between our neighbor and ourselves, we have called either Google or their sub contractor 20-30 times.
Let me repeat, the worst company I have ever worked with.
8 years ago
Cassidy Gundersen Orem, UT
I had the free version of Google Fiber when I was in college. It wasn’t the greatest, but it was free, so I can’t really complain. Their customer service was really great.
8 years ago
Lindsey American Fork, UT
I used Google Fiber when I was a student in Provo, UT. The internet was good in comparison with other internets. It still had some slower speeds at times, but overall was very reliable.
8 years ago
Pete Centerville, UT
I used to have the free service of Google Fiber and the best part about it was that it was free. Sometimes the internet was so slow you could barely stream anything. But since it was free I guess that's what you can expect from it..
8 years ago
David Orem, UT
It's high speed and pretty cheap. They're engineers and customer support know what they're talking about. And it's not hard to get to the support either.
8 years ago
Jill Nabors Atlanta, GA
When I purchased my Google pixel via your company I was offered a promotion of a free Google home for choosing the pixel over the cheaper option.
After waiting 3 months for my free Google home I reached out to Google to find out when I can expect my Google home.
At first Google fi could not even find my order but they eventually verified I did in fact purchase my phone via them.
After verifying my validity instead of helping me they called me a liar! Which was very upsetting. After we got upset at being called liars your customer service rep hung up on me!!
I am so confused as to why your company did this when you are still running this same promotion and you saw I purchased my pixel via Google.
I immediately canceled my service and reported this as fraud to every business bureau I can find. This was the most horrible customer service I've ever experienced.
9 years ago
Thea Hack Mountain View, CA
My experience with Google Fiber has been a complete nightmare. The Fiber jacks were installed in my apartment complex about a year ago and I finally decided to cancel AT&T and switch. My Google Fiber installation date was 12/2/16. The guys found a "low light level" so they were unable to install and said it would be 2 days max to get it fixed. My boyfriend or I called customer service every 2-3 days to see when it would be fixed and they always said it was "still in progress." Sometimes they told me they didn't know what was wrong and there was nothing they could do because it was a different company in charge of fixing it or something. We did not have internet for a month, which was partially my fault for believing the installation guys who said it would be 2 days max and prematurely cancelling our service with AT&T. When I called on 1/2/17, the customer service guy first told me it was still in progress as usual, but then he put me on hold to check with "dispatch" and found out that whatever it was had actually been fixed. This makes me wonder how long it had been fixed without anyone contacting me or without other customer service reps taking the time to actually look into it. Our internet was finally installed on 1/4/17, even though the light level was STILL low, and it worked for 2 whole days. Google Fiber says that they can't get anyone out to look at it until the 10th, so here we are without internet again. I am a student and having wifi at home is absolutely vital. At this point I highly doubt that my Internet will be fixed any time soon and I have no idea where to go from here as I am now stuck on a contract. Please do not make the same mistake as I did. The reason I gave even one star is because all of the customer service reps are in the US and are very nice (but also incompetent and untrustworthy).
9 years ago
Mark Johnson Overland Park, KS
As I sit here typing this review, I am going on day 6 without service. Not due to a catastrophic weather event just something else that caused me to lose power. This all started Friday. When I first called they said Tuesday. They then said that they would get out tomorrow (Saturday). When they did not show up I called and they said all appointments were cancelled due to the weather. Could have been bad in some parts of the city so I was fine with it except not getting a call. When I called they said next Friday which was completely unacceptable. They sent someone out Sunday that could not do the repairs. Here I sit on Wednesday with no services. Hear everyday that they are working on it. Don't believe that for a second. I guess this is how they treat 2 year customers (one of the earlier installs in my area). I can deal with the lag in the remotes but not without TV or internet for 6 days. Services should not be down for longer than 2 days. Luckily it hasn't been down before. Just hope you never get the red flashing light on the fiber jack.
9 years ago
Chuck Graham
Like so many other people, I was excited (to say the least) about the possibility of getting Google Fiber. I was told for over a year and a half that Google was coming to my street any day now. So, when it was finally installed I was bragging to all my friends how great it was.
Fast forward 7 months, and I had two major outages that lasted almost a week EACH. No internet, no TV, no phone. I work from home and an outage - any outage lasting more than an hour or two affects my ability to do my job. I had to find an office to go to that could offer me desk space to set up day after day. I called Google every day and every day I was promised it would be fixed by the end of the day. For my trouble I was credited $40, seriously.
After a total of at least 6 days of no service (it could have been up to 3 weeks since I was out of town that long and had no service when I returned) I decided to cut my losses and return the equipment and go back to Time Warner, who I am not excited about, but I never had any problems with. When I took my equipment in, I tried to tell them why, but they didn't care, they just smiled and told me to have a nice day.
Today I received a final bill, and instead of receiving a credit, since we pay in advance, I was charged $125 for a construction fee because I didn't keep Google for at least a year. I called and spoke with "Brittany" who told me I had to pay it, it was my choice to cancel. I asked to speak with a supervisor "Don" who told me the same thing - it is my responsibility, I am at fault for not keeping the service - the service that didn't work. I asked Don if Google would reimburse me for time lost at work (sarcastically) and of course we know the answer. My job, and Google's inability to provide reliable service was none of their concern. After all, they did give me a $40 credit...
9 years ago
Jennifer
Worst service ever! My internet has gone down multiple times since I got it. I came home tonight to it not working again and I have a budget due Monday morning that is going to take me all weekend to prepare. I have reset it a few times to no evail and decided to go to bed for a few hours and get back up to work on it only to find it still not working. I called the 24 hour service and was informed there was an outage and I could get a $10 refund and a call after 9 am. Are you kidding me?! My job is on the line and now I have to leave my place to go work!
When I told the tech this was not acceptable and asked if this is the type of service you offer all he would say is he doesn't know because he lives in Austin in an area where google fiber is not available. Seriously?! That's the answer I'm going to get when I call in to complain about a service that doesn't work. Maybe I should have asked him what provider he uses since he doesn't have a clue about google fiber. This company won't be around long with the lack of service and more importantly the type of customer service they provide. What service?!
9 years ago
Not Pleased
Google Fiber promised us "Free Google Fiber Internet for a year!" so they could come in and make a mess installing their lines in our low-income apartment building. But now that we have suffered through their installation, Google Fiber has reneged on their promise of free Internet for a year. Yep, they just walked away from fulfilling their end of the deal . So I give Google Fiber a big ZERO because, in my opinion, their company lacks integrity. Anyone promising something and then backing out of that promise is not deserving of my business!! Talk about lacking character!! And they did the same thing to other apartment buildings in this area. If Google Fiber wants to come into your home to install their lines with the lure of "Free Internet for a year" just say NO!
10 years ago
George Kansas City, MO
Moving my fiber to a new home has been one of the worst customer service experiences I have had. Start with the fact that your "account number" is your email address. That email address is tied to your physical address. If you move your service, you have to provide them with a new email address to tie to the new physical address. In other words, YOU have to provide THEM with a unique "account number."
I was told that if I waited until my service was cancelled at my old home, I could use the same email address to start service at my new home. Wrong! I have to wait until the service is canceled AND I turn in my modem AND the next billing cycle is complete. In the meantime, I'd have no internet service. Or I could create a new email address and go through a transfer process which ties your new physical address to your original email address after the next billing cycle. And even though you are a current customer and have been a customer for some time, now that you have a new email address, you are treated like a new customer and required to pay a deposit.
Next issue was that I wanted to move my current equipment to my new home. After all, it is already set up with the network name and password that all my devices know. When I used chat for support, they told me the tech that came to my new house could transfer the equipment for me. When I received the email telling me to turn in the equipment within 25 days, I mentioned that I was going to transfer it, and they told me I couldn't. When the tech arrived at my house, he told me he could transfer it. Later in the day, I received a confirmation email to tell me that I could not transfer it.
Worst of the support was installation day. The tech arrived and saw "no light" on the fiber. He called another tech and told me the new tech would be there within two hours. Three hours later, my daughter called to tell me there was no new tech. I called the original tech and he directed me to Google fiber support. I asked him to do the research and call me back as I had a meeting to attend. Still, I contacted support and was told me that they had no idea when the "no light" issue would be fixed -- sometime in the next few weeks probably.
After my meeting I called the original tech to get an update. He couldn't tell me anything still, but suggested I contact Google fiber support again. I did and was told the same thing. The ticket had been picked up by the fiber team. They didn't know if it was an internal team or a contractor. They didn't have an ETA, couldn't get an ETA. "We don't have that information here." They didn't know who had the information. They didn't have a supervisor I could talk to.
Next I tried calling the support number. While the tech on the phone was a little more professional than the techs on the chat support line, he was no more helpful. There are several teams who handle that kind of problem, no one knows what team has it, no one can call to get more information. He could send me to his supervisor, but his supervisor wouldn't know any more than he did. It might or might not be a contractor who is handling the ticket. He suggested that if I didn't hear something in two days, I should call again. Really? That's customer service? Why don't they have a service desk ticket that they check on and call me if there is no update in two days?
And then to top it off, once the "no light" issue is fixed, I have to reschedule an appointment to have the new modem delivered and connected, the first available date being at least a week away.
10 years ago
Barbara Murphy Leawood, KS
We signed up for Google Fiber 2 years and 4 months ago...still no service. We get three updates a year with "we promise it will be ready soon" or "there was an issue with parts we ordered" or "the contractors had problems, but it will be ready real soon". If this is the level of service before I even get it I am regretting signing up. Places that opened up signing over a year AFTER our neighborhood are already up and running because they are in high dollar areas. Asking what is happening or what is taking so long gets your transferred in a loop where you get the standard "we are working hard to bring service to your area, please be patient". Putting off services to areas just because they may require more work than other areas gives no right to skip over those of us who signed up so long ago. No one in my family will be accepting Google Service.
10 years ago
Jennifer B. Mountain View, CA
Google Fiber is awful. We have had it for over 3 weeks and from day one, the cable TV boxes go to sleep, causing our TV to go out, every few minutes and it takes at least 30 seconds to resume it with various trouble shooting. Sometimes it goes completely out. The slowness is getting worse and worse. We've called Google Fiber almost every day and they offer totally meaningless promises to "look into the problem", send someone out from engineering" and keep repeating things like "we are here to help" that are infuriating because it's completely inconsistent with the actual activity. No one has come out in THREE weeks. We supposedly have a scheduled appointment in one week from now, so FOUR weeks out from our install. Our install day was also total chaos, 3 vans, untrained clueless people, took up our entire Saturday. We should have known then. Buyer BEWARE!! If I could give it a rating less than ZERO I would.
10 years ago
Robert Grandview, MO
I am dissapointed in the customer service I have received while trying to transfer services to another location. After today I found out that your company specifically targeted customers who rent and can't possibly keep the obligatory one year service due to some leases lasting twelve months. That normally wouldn't be a problem if the services were hooked up when you order them. You have to wait three to six months for them to come out and hook up services and the one year starts when they finally do come out but you're already six months into your lease!!! They will charge you the construction fee (originally waived)for moving because your lease is up and they took six months to install! Even if you do move to another location with Google Fiber you're then forced to wait another six months so they can do hit you with that charge again!!! It is NOT the customer's fault that you can't hook up services on time so why should the renter's pay for it? If you're thinking about getting this service and you rent... BEWARE!!! Google Fiber is a sham company targeting renters to pay their installation costs with termination fees!!!
10 years ago
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Steve Jones Riverton, UT
I love Google Fiber! Honestly, this is the fastest and most reliable internet I've ever had, and at an affordable price. We get great reception anywhere and you just can't beat the price! Highly recommend!
6 years ago
Grant Lofgreen Provo, UT
I've enjoyed free service the past three years while at school. This has been a huge plus and I've been very happy with the service. The pro-rated data speed increases are also very nice!
7 years ago
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Claudia Soto Park City, UT
When living in a city that offered Google Fiber, I was very happy with the service! Fiber offers high speed internet and great customer service. I hope Google Fiber can expand to other cities so more customers can use it.
7 years ago
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Brian Scott Provo, UT
Living in Provo we were one of the first people in the country to get Google Fiber and it's awesome! The internet speed is fast and consistent and much better than our previous internet provider.
7 years ago
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Katie Young Charlottesville, VA
Google Fiber is the best internet provider I've ever had, and I wish they were in my current city! It was easy to set up, always fast speeds, great customer service, and totally hassle free.
7 years ago
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Dasha Directo Provo, UT
I tried Google Fiber for the first time this year. The internet connection was pretty good. I live in an apartment complex, so sometimes the internet can be dodgy, but for the mass amount of people I lived with, Google Fiber was pretty good at holding up.
7 years ago
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Zach Irvine, CA
Great customer service, but I don’t like the marketing campaign of “Google Fiber will give you 1000 mbs WiFi availability” because that is only true if you connect directly to the fiber box - which no one does... Just because every other internet provider has misleading advertising doesn’t mean Google Fiber needs to follow suit.
8 years ago
Brian Mellott Shawnee, KS
The installer had an appointment at 10am and was supposed to call 15 minutes prior to showing up. They did not call, showed up at 9:15, and then left and cancelled the appointment saying we were not there.
We showed up at 9:45 and and they would not answer their phones etc.. rescheduled later in the day, again this time they didn’t show up and didn’t call.
No reason to ever consider using google fiber for anything ever again. Unreliable, rude and don’t care about their customers one bit.
4 years ago
Selena Hebe San Carlos, CA
they have the worst customer service i've ever experienced, the plan they provided is not flexible and the agent "blamed" customer for not viewing the agreement carefully, I'm so pissed for their attitude that they didn't address any concern we had and kept throwing back the problem to customers; it's your responsibility. The service is not even close to the other providers like ATT and verizon, i won't recommend it to anyone!!
4 years ago
Carlos Pina Salt Lake City, UT
When it’s working it’s fast. But it doesn’t work all the time. They have frequent long outrages with no explanation. I live in Salt Lake City, if you read this and are from there, just stick Comcast or someone else. Can’t count on a small indie company like google to offer reliable internet. This week I lost my internet 4-5 weekdays. I work from home, so this upsets me even more. Screw google fiber, save your money.
4 years ago
Robert Cockman Lee's Summit, MO
Buffering.... Buffering... Buffering. Slow. We even bought their signal boosters and put them on each floor... still slow, and constantly losing service. WHEN it works, pretty good, but doesn't work well enough to endure the constant drops.
5 years ago
Shauna Mays Tucson, AZ
Let me start by saying i am not happy at all with Google Fiber i Have been waiting since February for some kind of service. I was told by the apartment managers where i live that All units were wired for google fiber in 2018 and everyone around is using. It. Google fiber has said that there is no wires to my unit however i have. Wiring in my unit and i have the jack. I dont know what the heck is taking sooo long to figure this out. It is now june.
5 years ago Edited September 14, 2021
carrie boling Kansas City, MO
if there was a zero I would give it. Bought a new home 2 days prior to installation perfect home technician comes and puts a hole in my wall and a month later it is still there.. Can't seem to get anyone at google to take me seriously I want this repaired. Don't really want to go the legal means but I will if they push me any further. Horrible stay away.
5 years ago
Benjamin Hickerson ,
Google fiber is atrocious. Connection hardly even reaches the next room and when it does, it’s so slow and unreliable you might as well not have it. I’ve talked with their customer support for weeks now and all they suggest is throwing more money their way to buy new routers because it’s clearly not their fault. You basically need a router for every single room in your home which is ridiculous because they are $100 each. Save your money and choose literally any other internet service provider.
5 years ago
Eric Smith Riverton, UT
Affordable, fast, reliable internet service. Never had any issues with connectivity or speed, very happy with the service provided.
6 years ago
Mo Windham, NH
I had to pay for the 1Gb speed even though I was one person and didn’t need that much and never got that fast of a speed. My main complaint is that they charged me $250 for returned equipment and took me emails and chats to get it resolved. Then they owned me money on my account and it took 4 months after my service ended and multiple emails and 40 minutes in chat to receive my money back.
6 years ago
Colvin Doughty
For the past several years due to my location, I've found Google to be the most difficult to work with in practically all areas. It's slow (spelling or grammatical errors, and often inaccurate making changes that are no where near what I was trying to say.) , inaccurate,
6 years ago
audrey Austin, TX
My internet went down on Saturday, called and they said the soonest appointment they had was Wednesday.. my 8am appointment arrives on Wednesday and no one shows up, I call at 9am to see whats going on and they told me someone knocked on the door but didn't get an answer. I know this is untrue because I was sitting right by the door from 7:30am-9am. Now they rescheduled me another far away appointment, I work from home and have been without internet all week. awful. When i had at&t wifi they showed up hours later when I had a problem.
7 years ago
Mike Kansas City, MO
Moved to a new house, had existing Google Fiber Acct. And new house already had Google installed. The appt time and date was setup and tech didn’t show up. Called and the best they could do was over 2 weeks to have someone come and install TV. Terrible customer service and will look to change, with todays technology they can’t remotely do this is absolutely ridiculous....... Been a Google Fiber customer for over 4 years and paid 10k over the time, unbelievable.
8 years ago
Ashley Davis Overland Park, KS
I spoke with a representative that seemed very nice, kind, and cool (From Idaho). He said that he would call me back the next day and we could discuss the package. I was interested. He did call back - however the caller ID read as "ROBO CALLER" from Tomball, TX. So, I did not answer (due to spam calls).. After returning his call - I asked him what was up with this?? He had no response, other than you know - must be some server phone they provide us. Therefore, I read these reviews and did not sign up. Couldn't find them on the BBB neither... Take a step back on this one folks.
8 years ago
Wayne barrett Charlotte, NC
Service and speeds are great when it works. The only problem I have is when the service goes out, it’s a act of Congress to get someone out to fix the service. It takes over a week to get a technician. Traditional cable companies have faster turn around times for service. I thought this was supposed to be almighty Google Fibre. Im waiting for the traditional wireline guys to finish installing fibre then I’m switching back...
8 years ago
