Google Fiber
Is This Your Business?3.2
5.0
Overall Score
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Benjamin Walbrecht Provo, UT
Google fiber is a great option if it’s supplied in your area. I have the free package, but they allow you to upgrade to the 100 or the 1000 package for days at a time and prorate it. If I need fast internet for a day, I just pay the 2 bucks for that day and then cancel the next day.
5 years ago
Kyle Gardner Provo, UT
At my apartment complex we have the free basic Google fiber internet. For being free, it is excellent internet that is usually suffieny for watching youtube, surfing the web, or doing any homework online. If you are a big streamer or gamer then it probably won't be suffient and you'll need to get the upgraded internet services. My roommates often feel frustrated by the internet speeds when they are gaming, but over all it is great free internet.
5 years ago
Marissa Redwood Falls, MN
I had google fiber in Provo for several years and it was the best! I NEVER had any problems with the internet bugging out, and the speed was incredibly fast. It was the absolute best. I wish the town where I currently live had Google FIber!
5 years ago
Jacob Shaner
Very good internet connection and great customer service. The free package is a good speed, and the next up is quite the jump from free. I’m surprised they don’t have a $10 a month option. The next package up would definitely be worth the price if I needed that much speed.
5 years ago
Anne Sainsbury Salt Lake City, UT
I have used Google Fiber for the past three years, and it's been free, so I'd say great service! Yes the internet has been slow at times, but it's been free so no complaints! :) Plus their customer service is great whenever I've needed help!
5 years ago Edited September 14, 2021
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Brody B Orem, UT
About as fast as you can get. The price is comparable to lesser services and the speed blows others away. If you have Google Fiber available in your area it should be a no brainer. Customer service and installation are also great! 5 Stars!
5 years ago
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Kymberlee Yack Orem, UT
Honestly this is the fastest internet I've ever had at the cheapest price. The technician came in and was professional. He also cleaned up my cable that was hanging out of window that Spectrum wouldn't fix. I would recommend Google Fiber over anyone and I've had them all.
5 years ago
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Joshua Clement Provo, UT
I know this isn't available everywhere, but where it is, it is amazing. They have a variety of options from free basic internet to complete plans with tv and special subscriptions included. They also make it easy to upgrade and downgrade based on needs
6 years ago
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Lesa Burgess Pleasant Grove, UT
FAST!!! Worth every penny. I love Google Fiber and feel really lucky to be able to have used it while living in the Provo, Utah area. The download speeds are remarkable & it's every streamer, gamer & downloaders dream internet provider! My only complaint is I'd like to have it in more areas because if I move to a near by city, I'm not guaranteed to receive the service which will bum me out!
6 years ago
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Mallory Millett Lindon, UT
I have the free student google fiber plan for my apartment in Provo. Most of the time, it is really efficient and the customer service representatives are very easy to work with. Every once in a while, when all three of my roomates are home and streaming something on the internet, it gets a little slow, but I'm sure the more expensive, faster plans would fix that.
6 years ago
Patrick Erica Ziobro
It has been over a month of trying to get service.
Sept 8th I called to set up and appt for Google Fiber. 3 days later they were to come out. That day arrived, appt was canceled. Something regarding not having a line in place. Have to send a separate crew out. They came out a few days later. Waited, nothing. So I called and they said it looks like we are ready to send new crew out. YOU WILL HAVE TO CALL TO GET THAT DONE. They do not communicate with each other to set it up. Set appt for a week out. They came out a week later, something wasnt completed correctly. Send crew out. Have to call to get them to come out again. Crew comes out a week and a half later. Nope, October 12th and they had an issue with the line not being spliced...again. So, here we are. Another week of having to get an appt? Honestly, thank goodness for Verizon having a 5g box that we have been using for our family of 8. I may just get another one after dealing with this.
1 year ago
Tracy Wilson San Antonio, TX
I had Google Fiber installed two months ago. During the first month I experience numerous lengthy outages. The second technician came out and fixed it. I was never told what the issue was. I asked for a partial refund for my first month since I was forced to carry another provider (AT&T) while Google worked out the kinks. They refused saying that such outages are caused by "3rd Party Factors". I feel there is an arrogance at the company that hurts reasonable customer service.
1 year ago
B Brody Des Moines, IA
Here in Des Moines, Iowa they illegally came on my property and destroyed and and my irrigation system and this was after I had met with them and they promised me 4 times that they would not go through my property to get to the neighbors. Not on the property line but right through the middle of our yard destroying irrigation system and leaving a large trench through the middle of our yard curving towards the neighbor who was the one who actually bought it? almost 20 emails back and forth and countless calls and they basically said FU to me and that we don't care because you are not really important. Unbelievably bad customer service and the distain they have when you do get a chance to talk with them feels like you are in a bad sitcom or something like that. This is happening to many others in our area and they only offer was that if we sign up with them I will get a free month? With the large amount of money that we are going to have to spend to fix their damage I am shocked but not surprised on how they treat their customers.
1 year ago
Tyler Gledhill Salt Lake City, UT
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. When i expressed this was their mistake and they should provide more options they said sorry. So I decided I wouldn't move forward with them based on my experience. Not to mention the damage (canyon) they cut through my yard and covered the lines with rocks, leaves, etc. You can still see where the optic line cut is and it is sticking up in places.
Fast forward 6 months - I decide to try again. I had an appointment for 1PM today. I am contacted at 8:06 by the tech asking if he can come earlier. I asked how long he said 20 min. so I told him I could be here in 30 and I came home from work. An hour goes by and I havent heard from or seen him. I send him a text asking where he was. 30 minutes after this he responds and says he got pulled into another job (dont know why he couldnt have advised me) and asked if he could come in an hour. Of course due to previous experience, I have no trust this is going to happen. I told him no, and I contacted customer service. Reply was we are sorry, do you want to schedule another appointment, with no other resolution. They didnt even have record of the issues from the first time. I would not recommend them at all.
1 year ago
Chase Hooker San Antonio, TX
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 houses 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. I met with the Google Fiber Installer at my new house for the installation of the new Google Fiber equipment. I again asked if I needed any of the old equipment for the new house? The Google Fiber Installer again said no I do not need any new equipment since I was getting new equipment installed. He said that I could discard the old equipment. I notified and canceled the Google Fiber Service at the old house and was not informed that I needed to return the old equipment back to Google, especially since I was told multiple times by different reps at Google Fiber and the fact that I was still a paying customer for my new house. The New Google Fiber works great at my new house. I received an email from Google Fiber saying that I needed to return my old equipment back to Google Fiber by 60 Days (July 31st 2023) or I would be charged $70 per unit, with a total of $140. This was a shock. I called Google Fiber Customer Support and explained the situation and how I was told by multiple reps at Google Fiber that I didn't have to return the equipment. The Google Fiber Rep put me on hold and later said there was nothing he Google could do for me since they sent me an email saying I needed to return the equipment. It did not matter how many Google Fiber Employees told me I didn’t need to return the equipment and that I was still an existing customer. WOW. That is a complete money grab and sneaky revenue model by Google Fiber. That is great customer service and a great way to keep your customers from going to another Fiber Provider in the area. I will be researching new Fiber providers ASAP.
1 year ago
GnO Austin, TX
Terrible service constant extremely long outages when its working its good but annoying constant outages. If it was like a hour outage like 2 or 3 times a week. It would be bearable but its constant outages. Then random people knock on your door completely unannounced. And ask how is the service? I work for google fiber. And you tell them about the constant outages. Then, they say, that won't happen anymore then creep away. Then the next day outage for half the day then it works, then the next day allllllllll day outage, but my neighbors( who have spectrum) thiers is working and they think they're soooooo special. I think they must be.
1 year ago
Jennifer Dye Lee's Summit, MO
I like the service. I don't like how departments don't communicate. I'll get employees to come turn off service to upgrade equipment with no notice to me. Makes it hard to plan.
1 year ago
Jacquie Richardson San Diego, CA
I've had google fiber for two weeks now and the speed is at about 700KB. Customer service to resolve the issue has been some of the poorest I've ever received. They give absolutely no information, no ETAs, and can't seem to schedule proper resolutions. I have been told three times that they've identified the issue and fixed it when they have not. They sent out an installation tech to fix the problem and he admitted all he's trained to do is set up the equipment and if there's a problem with speed/connectivity he is not able to help. Why send him out if, when he originally installed the equipment TWO WEEKS PRIOR, he had said the exact same thing to me? I have a dear friend who works in the industry come out and immediately identified the issue and what needs to be fixed and yet GoogleFiber is going on three weeks of not being able to tell me what's wrong, not being able to figure it out, and not giving me ANY information on when I can actually expect to have the service I'm paying for. I work from home and cannot actually complete an entire day with speeds this low. I am flabbergasted at how unprofessional this entire experience has been.
1 year ago
Hector Marquez South Jordan, UT
I would give them a 0 - Star Review if I could.
I was excited to learn that Google Fiber was coming to my city. We waited and then signed up. When the installer came he was probably a 19 year old kid named Manny here in Utah. I was helping my neighbor with something when he told my wife that he was going to connect from the front of the house.
A few minutes later my wife called me upset and I came over. The negligent tech drilled a giant hole in front of the house. Keep in mind we just bought this house and had it remodeled and ruined it in a matter of seconds.
He decided it was a great idea to drill from the inside of my house through the drywall, through the brick and through the wood finish over the brick.
I asked him what he was thinking and he was at a loss for words. I was furious and he knew it so he called his supervisor who's name was not given to me because the Google Fiber Customer Service is absolutely useless. This tech decided he would put some goo over the hole and call it good.
It has been almost a month and there has been no response. I have called about 10 times to complain and they basically say that someone will call me back but nobody ever does.
I have hired an attorney and we will be suing Google Fiber. I will go after every single person in the company for damaging my home. Stay tuned, because I plan to make this public in every forum.
AVOID GOOGLE FIBER. IT'S NOT WORTH IT!
2 years ago
Joe Lusk Huntsville, AL
Comcast customer service is now called Google fiber customer service.
Took off work for installation. There are 2 parts. 2nd part (inside) is done after first part (outside).
My inside guy arrived before the outside guy, then left. Then the outside guy arrived after he left and did part 1.
I now have to take off work again to have them do the second part. No internet at the house because they botched the job. Person to person contact is limited to customer service agent and their supervisor.
They did provide a $25 credit!!!!!!
Look, the people were nice but, the company is actually worse than Comcast.
2 years ago
Percy Matthews, NC
The install process is flawed. The 3rd party construction workers that add the fiber to the house are not fully trained. Which caused my install date to be cancelled and when they finally did get the outside install complete and the tech closed that part of the case, and it still did not get into googles systems to allow them to reschedule the inside installation. No one has answers. No one can override and manually schedule. Not ever the supervisors . I haven’t even got the ISP installed yet and there are issues. The left hand not knowing what the right hand is doing. Very disappointing !!!!
2 years ago
Brandon Salt Lake City, UT
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. At this point, I have requested they simply close the account and I will figure out how to remove the exterior connection and repair the damage myself to not have to deal with them again.
The one thing Google Fiber should be proud of is accomplishing something I never thought anyone would be able to do and that is make me glad I'm a Comcast customer because their customer service is somehow better than Google Fiber's.
2 years ago
John Lloyd Nashville, TN
There have been outages every single day in the past month Google fiber has pretty much told us if we don’t like it get another provider and gives us a 75 cent credit. We keep waiting for them to get their stuff together I’m not sure it’s gonna happen but as soon as there is another viable option in my area I will be switching over they do not care about their customers whatsoever.
2 years ago
Jeff W Charlotte, NC
It's 1GB download! Not really... So at the wire, plugged directly in via ethernet, I get 930mbs, but via wi-fi with the lame mesh routers provided, I get about 300mbs download while standing in front of the main node. Move away just 10 feet and that drops in half. Move another 10 and get 30mbs. Went and sat right next to the secondary node and speeds are 60-80mbs. Moved it around and no improvement. Talk all about your 1GB download and then provide crappy routers that can no way support speed or distance.
I connected my personal ASUS router and speeds are 500-600, BUT the stupid fiber wire is in a corner of my house that doesn't allow for good wifi coverage and my outside cameras no longer can connect. I've had it for about 4 hours now and will cancel soon.
2 years ago
Cristian Calugar Matthews, NC
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.
2 years ago
Lee Richards Kansas City, MO
Google Fiber has been advertising their 2G service for months and I got in queue to upgrade from 1G to 2G. Advertisements hit me in apps, TV, and numerous other places and I was satisfied with 1G but do a lot of online video training so 2G looked like the way to go.
I ordered it and took about 3 months to get it. Tech came out and took old router and installed new. Immediately Port Forwarding quit working. All my forwarding from the previous router was maintained as those settings were stored on the cloud. Tech had no idea what the problem was. Tech support chat had no idea. Escalated and still no idea. They sent out another install tech who said he didn't know what port forwarding was. He left and just cancelled my install ticket.
After more complaining they escalated again and I got a tech who actually knew what port forwarding was. Just prior to this I had discovered online on several forums THIS WAS A KNOWN ISSUE. Escalated Tech acknowledged they knew it was an issue months before my install but are working on it. I also informed him that the router was randomly giving out conflicting IP addresses that were marked as reserved/static.
6 weeks later, still nothing fixed and no returned messages. Got on Chat again and they claim that they did not know there was a problem before I was installed which is not true and I have transcripts to prove it. They refuse to reinstall the functional 1G router and refuse to give me any refund of the $100+ a month they are charging me for a non-functional router. My cameras, alarm and many other things won't work. I constantly have TV's and such that suddenly stop working and I have to hunt down the IP conflict.
This is Fraud, plain and simple.
They knew they had a broken product, installed it anyway and continue to charge me for it.
2 years ago
Carol Dale Olathe, KS
I have had GF for approximately 4 years. During that time the service has been sporadic to non-existent, and it turns out the problem was on their end. It took forever for them to come change out the network box that was faulty. They would never send out anyone to diagnose it. Now they have changed to using the wi-fi access point (mesh) system and WARNING: it uses Google instead of Amazon devices. You’ll have to reset everything multiple times and won’t be able to use voice commands for simple things like turning on a light. I have spent two precious vacation days trying to figure it out and it is mind-numbingly frustrating because THERE ARE NO INSTRUCTIONS. Run away while you still can.
2 years ago
Gil V
Expensive for nothing no better than services with 25% of MBPS games are no better same with connections. The amount of interruptions has been astronomical over the last 8 months since starting. Service was off for 3 days I had to get a entitled worker over here with a attitude with over 15 interruptions lasting longer than 2 hours google wanted to credit me 10 dollars for all of this. Customer service is terrible was told by 3 reps I wouldnt have to contact them again id be auto credited and to no surprise today checking bill nothing at all is different. There has not been 1 time in my life ive been so disgusted with a company. Im in my late 30's and this is my maybe 4th review in my life. Ive had At&t and spectrum both are way better services speed and customer service better anywhere else, Needless to say ill be switching back and never looking at fiber or anything to do with google again...
2 years ago
Inez Ragland-Fields Huntsville, AL
𝘛𝘩𝘦 𝘴𝘦𝘳𝘷𝘪𝘤𝘦 𝘪𝘴 𝘨𝘰𝘰𝘥 𝘣𝘶𝘵 𝘵𝘩𝘦 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘴𝘦𝘳𝘷𝘪𝘤𝘦 𝘳𝘦𝘱 𝘢𝘳𝘦 horrible they talk to you like you are trash
3 years ago
Lars Haugsted
The only positives would be is they will pay for your termination to buy you out of your AT&T wifi contract, there is very little equipment, and the people are nice.
The actual internet connection and wifi though? I DO NOT RECOMMEND! Especially if you work from home. Unless you like having to call your provider every 3-4 weeks because your wifi is out— this is for you. Do you love it when your wifi goes out in the middle of your sales presentation? How about your internet service dropping every 5 minutes for 3 hours while screen sharing for a technical interview for your dream job that you of course didn't get? I've had Google Fiber for maybe 7 months and have had to call them 25-30 times. It's just sad how much effort I have to put in just to get service. An AT&T hotspot from my cell is more reliable than Google Fiber.
I've not had internet service since June 22nd and it is July 6th... still waiting for someone to come out and fix it. To receive a credit, I am responsible for having to reach back out to them after service is back up and running— if I don't do that, then no credit.
3 years ago
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.
3 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.
4 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!
4 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.
4 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.
4 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
4 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.
5 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.
5 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.
5 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.
5 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.
5 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.
5 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.
6 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.
6 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.
6 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.
6 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.
6 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..
7 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.
7 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.
7 years ago
