Google Fiber

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).

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.

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...

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?!

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!

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.

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.

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.

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!!!

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!

We made an appointment for installation at the end of August but they sent a crew to dig a trench unannounced before we even closed on the house. The sellers were furious because the crew refused to leave. It took several phones calls between realtors to figure out what was happening. I see this as a silver living because we decided to cancel with Google Fiber and work with an established service provider.

I dropped ATT Fiber and went to Google Fiber only because ATT lagged several times a day. However, over 4 years there were very few outages and when there was, they were less than an hour. Google Fiber - I have had Google for 2 or 3 weeks and have allay had an outage for 10 hours. Lost an entire day of work after losing connection during a conference call in which I couldn’t get back to. Then had to cancel all remaining meetings. Their response was, they lost signal to a switch. And that takes 10 hours to fix? Back to ATT for me so I know I can keep my job.

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.

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!!

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.

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.

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.

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.

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.

Affordable, fast, reliable internet service. Never had any issues with connectivity or speed, very happy with the service provided.

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.

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,

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.

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.

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.

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...

Fast and debendable If there us a outage or problem of any kind with service they are Quick to solve the problem and lower your bill.

I do not like Google Fiber. They were trying to charge me $250 even though I have not been a member for awhile. They were charging me $250 for a router that I still had. I walked into the store to give him the router and the guy said he could not accept it because it was 2 days shy of the due date. I had to keep it and pay for it. It was really stupid.

I had this at my apartment in college. Fiber is supposed to be so much faster than other internet types, but even after paying for an upgraded internet package, I felt like it was always slow.

So I've had Google Fiber for 4 months now and it has to be one of the worst experiences I've had from a ISP. I've has 7 different techs come out and have has to call then already once every week. And that's on top of doing factory resets daily on my router. I've had my router, CAT5 cables, fiber jack, and fiber line replaced at least once. Customer experience wise it's been terrific. Anytime I've spoken with a rep it's been a great experience. But a great customer experience can't keep a customer around of the product is trash.

I live in the between line of independence and Kansas City, mo. My service is spotty at best I might have a lucky day and get two good hours of non stop service then my whole network shuts down. I call customer care they fix it and ask me too call each time my service stops no exaggeration I called every 10 minutes. For two hours and just gave up. My recorded shows even freeze or stop my system from working. I'm sure it's not on my part just wish I was getting the service I'm paying for.

It gets a 1 because it functions...barely. Compared to the 1gb+ advertised: -PC using wireless: 10.66 Mbps download and 0.99 Mbps upload 'speed'. -Brand new Mac using wireless: 36.04 Mbps download and 7.27 Mbps upload speed. -Amazon Prime - VERY s l o w...IF it is working at all. -Netflix - Patchy speeds, freezes which is funny because it is one of their loaded TV apps -TV - tv units freeze, don't respond In my experience, this is a complete rip-off of consumer's time and money. Stick with dial-up, its faster.

It was extremely difficult to get somebody to the house to set up service. After a year of less than impressive internet connection, they also failed to explain the cancellation process when I called a month before moving out and charged me for an extra month when the house was not even lived in and service was disconnected. Will never use Google Fiber again and will also pass along the poor experience to anyone who asks.

The service is free, so I can’t complain too much, but my 1 mbps service is usually running at .5mbps down and .3 up. The service options are too far apart. The next option is 50 mbps which is too expensive and not worth it for most users.

I had the free version for a while and I was always having trouble with the box that they install in your house. It was constantly disconnecting and we would follow the instructions the customer service person would give us but ultimately they would just have to send someone out. This happened multiple times and so we no longer use them anymore.