I recently tried to upgrade to the 2gig and am highly disappointed. Not only did the tech not give me all the equipment I was supposed to have, but between him and some survey dude, they tried to mansplain to me about internet and laptop connections and speed. Sorry, but this female is not stupid. Now I have to wait another 2 weeks to get set up. read more

Worst customer service I've ever experienced. And I've worked phone customer service jobs so I understand how to treat people. Cloey the lady I talked to was very rude. I never leave reviews but after how I was just treated on the phone I will never refer anyone to Google Fiber again because they have horrible customer service! I really hope they actually do monitor that call for training purposes and let her listen to herself. Nobody paying for a service should be treated that way. read more

Google Fiber lies to their customers and steals their money. My mother had GF and she died a year ago. I've spent the last year reaching out to them to transfer her account to my name. They send me a form, which I fill out , and then they reject it. Their customer service team promises to help me, and then they drop the ball OVER AND OVER AGAIN. They are completely worthless. read more

They are the worst. Their internet makes 0 difference on your speed, but what they do manage to do is ruin all the neighbors yards by digging holes for those who ARENT getting services, which they refuse and are lazy to clean up after themselves. Bunch of arrogant, lazy workers. read more

The worst customer service experience I've ever had. It's the most expensive and the most awful internet service available in Austin.

Important to note that the $10 install fee is non-refundable. Know that ahead of time. I didn't.

Which one seals the deal? The waves of trash left of my street for more than 5 months by the contractors? My entire block declared no parking 24/7 for months even though no work occurred on the weekends? The install crews failing to notice (or smell) a backed up sewage line in the middle of their worksite? The sinkhole left in my yard that Google will not address? Or their install crews cursing out my elderly mom with the handicapped parking tag for daring to park on my driveway during their construction? read more

We just got Google Fiber installed two weeks ago. It was pretty impressive watching them slot the streets in our neighborhood a few months ago. We jumped on this because we live on Shoal Creek, and all the other providers run their cables and fibers in the poles back there. Two poles are marked with a red X and an arrow. That means "dangerous pole - do not climb!" Which means, any service connected to those poles is going to be very risky and pretty much unserviceable. Below-ground service is the way to go. Smart move, Google. As to performance, it is what is advertised. Please ignore the complaints here about "It isn't as fast as they said it was!!!!" You will only get Gbps speed if you have a really up-to-date computer and operating system. Also, you only get top speed if you're on ethernet. Not wifi. I have five Macs, and my iMac 2020 Big Sur is on ethernet, and I easily get 900+ Mbps with it. The older machines on wifi get 200-400 Mbps. Still pretty slick. I was very pleased with the installation. They do three visits. One to run fiber from the street to the house. They bore under the sidewalks, and put an ubobtrusive slit in your lawn to emplace the fiber. That slit disappears in a week or so. A second visit to put a fiber enclosure box on the outside of your house, and a third to connect that box to a small inside box with ethernet that couples to your routers. Only for the latter visit do you need to be at home. We signed up for it and BOOM, the job was all done in five days. Management is all done with a smartphone app. Very sensible and user friendly. You actually get two routers, which couple by wifi, and you can put in different parts of your house to spread the signal. Also, the inside box offers ethernet, so if your house is plumbed for ethenet, you can put the router anywhere. I like that! Cable and other brand fiber don't offer that. Fee is flat $70/month (for 1Gb service), with no extra charges. Other services tack on all different kinds of taxes and charges to their baseline bill. read more

The Google Fiber in Austin is absolutely horrible. The day before we were scheduled to take law school entrance exams the service went down. We were told it was 2-3 days to even respond. Despite promises to escalate, nothing was done. Hundreds of dollars, months of studying and a delay of a year in law school exams, all because of Google Fiber!!! read more

Apparently it is not Google Fiber's policy to ask the customers where they would prefer to have their yard micro-trenched for installation. Unfortunately they chose the opposite side of our stone house from our router and we had sloooowwww, spotty service with TV freezing intermittently and excessive rubber-banding in action computer games. After a year of phone calls and complaints, the techs visited and could see the problem (they got 100Mb/30Mb), but couldn't fix it because the wires disappeared somewhere in one of our 2 attics. Their solution was to wrap wires around the outside of our house, hiding them when possible. (Yuck!) We asked them to micro-trench the side where they should have placed the wires. The customer support people seemed to agree with us, but the supervisors said no, it was too expensive. So we are thinking of switching back to Spectrum. Service was actually faster with them anyway. read more

Google Fiber - Slowwwww, spotty Google Fiber Service! - Home Network Installation Near Me - Austin, Texas

We have had some issues with connectivity in the past. Particularly since the ice storm this last month. We ended up with two outages in one month. Called up and spoke to Will who is also located in Austin. He was absolutely INCREDIBLE! We are moving in four months, and he is the reason we will be continuing our service with this company! If he does get to see this- thank you for being so patient, understanding, and compassionate when something was out of your hands. You are the best! read more

The worst customer service I've ever dealt with. I am stuck running a business with no internet and have been for almost three months now, I wouldn't recommend them to anyone. Ive called around 12 times in the last three months trying to get someone to come out and every time I call there is no ergency or care for the fact that I need it asap, they just keep telling me different things everytime. So incredibly fustrating and draining, don't waste your time. read more

Google Fiber hired some cheap contractors who twice tore up my lawn and left a big mess for me to clean up. I would never do business with a company that disrespects my property. read more

Installed google fiber few weeks ago and so far it's been is terrible. Drops constantly. Almost no internet service for 3 days straight. No indication when it will be working. read more

Well it took 18 months to install in our neighborhood in 78704. Then past few years service been spotty. Although they advertise 1gig, our speed is 50mb or about 5% of what is advertised. Google tech has been out and never able to fix. So hopefully google fiber will leave Austin as they are doing in Louisville. Google fiber was a big marketing ploy that never panned out for them. They need to pack up and leave. They were never in the fiber business. Just marketing hype! read more

I've had AT&T, Spectrum and Google Fiber. Google fiber is okay but In think it's overrated. The speeds are nowhere near what is promised. I have 1Gb service and my speeds average about 50-60 Mbps. This is about 1/5 of Spectrum speeds in the same area. Google Fiber is a little bit less expensive, but it'll not 1/5 the price if Spectrum. read more

Unbelievable - worked for less than 8 hours. Customer service was absolutely unhelpful and had zero accountability or empathy. Alleged "supervisor" Alejandro did noting but but recite company scrip and and say that I would still have to pay if I cancelled. Despite explaining the absurdity of this to him he insisted. Stay away and be sure not to cancel your current service before signing up. read more

I started with Google fiber on May 19th. Everything was working okay for a week or 1 and then the outages started. The internet starting going off and coming back on over and over again. I called for service in July and they came out the next say and replaces the equipment. An hour after they left the internet starting going in and out again and has very slow spores off and on. Called a again they promptly came out the next day and made some adjustments to settings, etc. they left a couple of hours ago and the internet is down again. I do not recommend getting Google fiber. I had high hopes, but the service is not good. read more

The customer service is terrible. I even escalated the issue to a supervisor and when "Arron" called back and claimed to be a supervisor the first words out of his mouth was you wanted a supervisor. The speeds are never the same. Low resolutions to issues that occur. Comcast was better at customer service than this. That was bad. read more

I just purchased a new house and being a remote-telework employee, I need the internet for work. I had an installation appointment on Friday 7/1, scheduled between 1230p-2p, but was notified at 830a that morning that it was cancelled without explanation or a new rescheduled date/time. Called customer service and they said it was due to the outside equipment not having been installed yet. Why wasn't this part of the project completed BEFORE an interior installation appointment could be made. They were unhelpful and could not provide a resolution timeframe. I called yesterday to get an update (7/5) and they provided no date/or time when someone would be out again. That they were waiting to make an appointment with me to discuss a location for the exterior box (news to me). I explained that my employers are in DC, and that I work from home (in KC), that it is essential that have internet in order to be able to work. He was rude and unhelpful and said the only way to expedite was to cancel my consultation appt for the exterior box location and they will put it where it logically should go and that once done, I would be contacted to schedule the interior installation. I asked how long that will take and said "days, a week, or up to 4 weeks, who knows but you're in the queue now". So, at this point I have no idea when I will have internet and I have to start living there by next week (7/11 because my temporary housing with my current internet access ends this week). Meaning, I have no way of making a living starting Monday or take vacation time. I only have 2 options at my new address Google and Xfinity. I read the reviews and thought that Google was the better fit, now I must scramble last minute to get Google to get this done or switch to Xfinity. Update: I received a call yesterday, 7/6, that the install would happen today. I called this morning to confirm, and they told me that I am on the list for install starting today but estimated completion is August 3rd (yea, a month)! I expressed how unacceptable it was and asked to speak with a supervisor. I was put on hold and the call was disconnected. I called Xfinity and set up service and they are coming out Tuesday morning - so I called Google Fiber back and cancelled. I was assured that I would not be charged since nothing had been installed yet. This whole experience has been terrible, and the customer service techs could care less. As a general Google product fan, this is really disappointing. read more

I'm almost too exhausted with my issues to even write it out. Very long story short: They messed up my yard, did a poor job repairing, promised a contract buyout but didn't deliver. Called CS about the contract buyout, have been calling repeatedly for almost two weeks. Have been promised a total of 5 callbacks (2 were supposed to be "supervisors"), have received zero. Just got off the phone and was told to call back in a couple days when it's not so busy. Consistently treated like crap. Honestly, the reps have legitimately been rude and one told me what I was saying "couldn't be true." Still unresolved. Also, internet is jittery. Hard to explain. Hate em. So much. I actually miss Xfinity. (Yup, I said it.) Terrible. read more

i wish I could give them zero stars. Google Fiber cancelled my installation appointment at the last minute. Then kept delaying without providing an estimated installation date, causing me to incur costs and being unable to work from home. Customer service was unreliable and unhelpful, promising calls and emails that never materialized. They simply do not care about customers. Horrible experience. read more

Installation of Google Fiber was supposed to be done on August 31st, but even after calling in a supervisor, they couldn't complete the installation. I was told I would be contacted within 48 hours to set up a time to complete installation. Never heard back but in the meantime, I received emails about a completed installation and also about the upcoming bill. I finally called on September 12th to cancel the whole thing. Now they expect me to figure out what devices to disconnect and ship them back. I feel they should come pick up the equipment since they failed to uphold their end of the deal. Breach of contact? read more

What to know before Google Fiber installs to your home! We have been looking forward to Google Fiber for years. It's finally in our neighborhood after all of the construction traffic slows and stops. A salesman came to our door and showed me how to set up an appointment on my phone while he was there. It was set for 10 days later, easily. 3 days later, about ten people and three trucks showed up unexpectedly, a week before the appointment. They explained they had to run fiber from the street to the house before it is installed. They looked around the perimeter of the house and said there was only one option to place the box. Someone on the team questioned him and he quickly shut them down and said the next installation team will have to deal with that. They dug a trench through the lawn and put a box on the closest corner of the house and left without telling me another word. On the day of my appointment, someone else showed up two hours early, again without notice. He said he wasn't the installer, he was just testing the box. Then the installers came on time and were knowledgeable and cordial. They planned to install through the the lower level wall to the interior in the downstairs living room at the front of the house. I explained that I understood WiFi has to be on the highest floor and centrally located for optimal use. They agreed and said the outside box would have to be moved in order to guarantee coverage through the property and the other crew would have to come out again to remedy this. (Another worthless box is now already drilled on the side of my house). AT&T have it wired without any issue because it's from the power line on the alley not through the ground from the street. They gave me a customer service number to call and said they would explain it to there superiors to try to expedite the process. They told me it should only be another day or two. I called and spoke to a representative who said it would have to be months for someone to move the box and that neither of those teams directly works for them or with one another and are both contractors that they can't be accountable for, essentially. So four times people were at my home and my lawn and house were damaged and I would still have to wait months further for the box to be in the right place to cover the house and google fiber just shrugs and says they can't help it. I think ATT high speed is quick enough for my needs. I'm not typically someone who complains online but apparently this is how things get done now. read more

I had Google Fiber for several years at a previous residence and had a miserable time with their customer service then, but now at my current residence Google Fiber installers hit my irrigation line while installing cables in front of my home. They broke the line in mid July, my case for repair reimbursement was supposedly approved on July 27, and I still haven't received the reimbursement payment as of today on October 6. Each time I've called Google Fiber for an update I'm placed on very long holds (today was 18 minutes on hold before they then dropped the call and didn't bother to call me back even though they confirmed my phone number when pulling up my reimbursement case). When I did actually speak with someone today they just said they're still working on it and will let me know when they have new information. At this point I'm losing hope I'll ever be reimbursed for their damage. Just terrible customer service. read more

Google Fiber - Puddle of water from my broken irrigation line they hit - Home Network Installation Near Me - Austin, Texas

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LOLing at the advertisement I just saw at how readily available these guys are. A couple weeks ago, we had our 5th or 6th outage over the last couple months due to whatever construction has been going on by the Google fiber team on our street. Not to mention the construction guys leave their trash everywhere, piss on the side of the street etc. I called to ask how much longer we would be experiencing construction/outages and was told by the customer service rep that he had no idea and had no way to get me the information. He couldn't even forward my case to someone who could help. I said ok so then how do I get assistance on the issue? Who can I contact? HE DIDN'T KNOW. I said ok can you get me to a manager? He said no and they couldn't help either. I said SIR THIS IS THE CUSTOMER SERVICE LINE WHO CAN HELP ME and he said he didn't have any information or any person that could help. The most CONFUSING conversation I've ever had in my life. Google fiber is INCONSISTENT, EXPENSIVE, and apparently if you call customer service they have zero idea their job is just that-- customer service. If I can't call the customer service line for my customer service issue then what the actual $&@# ????!!!!! Never thought I'd say I miss spectrum but..... booooooo to you Google fiber. Zero stars!!!! read more

Stay away. Was excited to get into Fiber when it was first starting, we were wrong. After being a loyal customer for years Google Fiber has decided to do all the possible, to piss us off. Issues: 1) They keep changing the contract and increase the monthly rate (we started with TV and 100 MB plan, paying 150 US$. Now after few months, we pay almost 200US$, on the same service - and customer service arrogant DISservice) 2) They removed the free Wireless services for basic internet usage, so that everyone MUST pay 3) They moved us from the 100 to the 500MB plan, without our consent, therefore increasing the monthly fee. ("we do not need any permission from customer to increase prices", was the answer) 4) The 500 option has often weak signal and their answer is to upsell ( " you should upgrade Pay more to the1000Mbite option) 5) New charges appear randomly (photo attached). The customer service is ARROGANT and does not provide explanation for THEIR charges ("call the city of Austin and ask them, they are charging you") You are the shame of yourself, google! We will change you soon read more

Google Fiber - The bill keeps increasing, month after month - Home Network Installation Near Me - Austin, Texas

I was excited to finally get google fiber which was not available at my previous place. I made an account ONE MONTH before moving to the new place. Got an appointment the next week. Now, on the day of the installation, the tech called me and said they had to cancel the appointment because some repairs needed to be done outside of my home and it will take 2-3 more days. I've been waiting for 17 days!! Anytime I call customer service they give me a wishy-washy answer because they have no clue what is going on!!! They lie and obviously do not communicate with the technicians. So now I'm moving to the new place without internet and I still have no ETA when it will be resolved. I'm going to cancel it and try to get another provider that hopefully will be able to do it fast. I DO NOT recommend Google Fiber, they do not care about their client. read more

This is a follow-up. Google Fiber just notified me that the contractor who caused the damage came out and said it was not caused by the Google Fiber installation. I have attached pictures showing the Google Fiber line running through my sprinkler system pipe. I will have to pay to have this fixed myself. Beware. I have never been treated this poorly by a company. Why would anyone think the person who caused the problem would be objective. read more

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We are currently operating our internet with AT&T service through a fiber optic cable coming into a 2nd floor closet that acts as a hub for connecting wired CAT5 service to various outlets in the house. We wanted to transition to Google Fiber. * The first crew arrived to just run the cable from the street to the back of the house to place the Google Fiber exterior box near the existing AT&T box. In the process they cut the AT&T cable and we lost internet service. They also cut into the sprinkler system. * Had to call AT&T to install a new cable to restore service until Google Fiber could be activated. It is laying above ground because a different crew is required to bury the cable. * Next Google Fiber crew arrives to work on the exterior box. I point out that the fiber going into the house needs to follow the existing AT&T fiber to get to the 2nd floor hub. They said it should not be a problem. * Next Google Fiber crew comes and says their hub can only be in a first floor location. That is problematic for the existing wiring and even when they 'complete' the installation it does not work suggesting that AT&T may have cut the wire! * Called Google Fiber to schedule a follow-up tech visit to consider how we could match the AT&T connection to the 2nd floor hub and confirm service was operational. * Customer Service said they would not support another tech visit. Somehow, it is my responsibility to run a CAT5 cable from the first floor to the second floor to enable the same hub that AT&T is already supporting with their fiber line. * Upon my request to terminate Google Fiber, they informed me there would be a payment required because they viewed the system as operational. Never got to a network name or password. Just call AT&T in Austin and tell them to lower their rate. read more

I was very excited to try Google Fiber. Then I got Google Fiber. Disaster. Here is my story. Google Fiber recently became available in our neighborhood. I excitedly signed up. All went well. After 1 week, I decided to return Google's free routers, so that I could use my own (more powerful Eero routers). This morning, I returned Google routers to the Goggle Fiber Store... Within an hour, I received an email saying that Google Fiber successfully cancelled my account. Umm, excuse me?? I DID NOT cancel my account. Google Fiber canceled my account! I called Google Fiber to correct the apparent misunderstanding. Makes sense right? Google Fiber's customer service representative quickly understood the issue, was very nice, and did everything she could to fix Google Fiber's error. She put me on hold to speak to speak with her supervisor... 20 min later, she profusely apologized, and let me know Google Fiber's mistake could not be undone. Huh? Excuse me? According to Google Fiber, I had two options: (1) I could create a new account and start this process over (um, no thank you), or (2) they could send this particular issue up the corporate chain of command to try to find a resolution. Unfortunately, they could not guarantee if this would resolve my issue, how long this might take, or even if/when my internet might go down during this process... Again, huh? Excuse me? Am I on planet earth? Regardless, 20 min later, my Google Fiber connection was dead. Luckily, I had kept my other ISP, just in case this transition to Google Fiber did not go smoothy... Obviously, I can take a hint. Google Fiber did not want me as a date or as a customer. Apparently, this happened at the same time that I decided not to use their routers. Coincidence? Maybe... Accidental? Absolutely not. Google knew what they were doing. At each step in this process, they clearly did not want to rectify their mistake. Google's customer service rep did everything she could. It wasn't her fault. The decision came from higher up (not unlike, perhaps Mr. Burn's - the greedy owner of the Springfield Nuclear Power Plant on the Simpson's TV show). Knowing that over 85% of Google total revenues come from advertising, I couldn't help by wonder if Google Fiber is using their "free" routers to collect more information on customers like me to sell more ads? It seemed pretty clear, that if I wasn't going to use Google Fiber's "free" routers, they didn't want me as a customer. Or perhaps they just couldn't get their act together. Either way, not a good sign. read more

Got service about a month and a half ago and this has been nothing but trouble. The service drops constantly. My picture is pixelated and connection drops constantly. They also experience outages in my area regularly. Frankly, leaving Spectrum was a mistake. They were slower but at least I never had issues with them. read more

Good when it works. Seems like there is an outage every other day because their lines keep getting cut. Was out yesterday for 3 hours, now again today and they are estimating it to be out for another 10 hours today. So frustrating. read more

The hype was WAAAAAAY off target. The WiFi is fast, crazy fast, but it drops, randomly, OFTEN. It just seems to pick certain devices and drop them off of the network. I have been in sporadic conversations with the support team since August. The WiFi STILL drops certain devices, randomly, with no explanation. I am think I am just fed up with this. You guys have had more than 2 months to get it fixed and your only advice was "change the Ethernet cable". I did that. It didn't work. You had NO other solutions. I quit. The faster speeds isn't worth the horrible connection issues. I am going back to my original carrier. I was so excited and waited sooooo long to get Google Fiber. What a terrible letdown. read more

NET: no installation and no new date for installation. I had an appointment to have Google fiber installed today at 8 AM. Google sent an email reminding me so I would be ready for the installation and indeed a Google employee showed up precisely at the appointment time, ready to go. However, the third party contractor had not laid the fiber nor had they installed the network box on the exterior of the house. I now have no date when the work will happen. Next an email arrives saying that I had cancelled my installation, would I like to schedule another one? Google advertises on their site that "...we know your time is valuable..." and say they will keep appointments reliably. Poor management of the third party contractor is not an acceptable excuse for this awful performance. I called Google customer service and was told that the fiber would be dropped in the future. ...and I guess prosperity is right around the corner too. So far, Google fiber is no better than any other poor performing service. A genuinely concerning start. Kudos to the network installer who was professional, polite and showed ownership of an area that he clearly had no control over. Shame on Google for shoddy contractor management and arrogant customer service follow-up on failure. PROS: - Google installer was a real stand up person, awesome CONS: - Google has little control over their vendors and takes no ownership of the contractors performance. - Weak customer service team and procedures - No apparent ability to handle unusual circumstances read more

The service is awesome but there are outages a few times during the month that start right around 8am which is when I start my work day and will last literally until I clock out for the day. This is the 2nd time the internet has been out this week. It's Friday so I'm sure It will be out for the weekend. I have to use my mobile hotspot for work and tv streaming. read more

Embarked on a 3 month saga to install Internet. They were being extremely difficult about a minor address discrepancy. After getting ping pong'd between my landlord, City of Austin, USPS, and Fiber... they still won't get someone out to drill a hole, run a wire, and hook up a modem. Finally going to throw in the towel and go with Spectrum. read more

I'm giving one star because it's not what they advertise. WiFi is a joke and no better than any other provider... sure it's fast when you're hard wired in, but seriously who actually uses their internet that way? Google fiber's gig service is about 150mbps in real life. read more

I don't usually write negative reviews but figured this is an important heads up for a specific issue. We loved the service; totally reliable and the one issue we had was fixed quickly. HOWEVER: We are getting the siding done on our house and part of the fiber is stapled on to the house. We contacted them to have it taken off which we were told by the siding people is a common thing. Its fiberoptic so breaks easily. We were told the earliest they would come to do it was November. It was August. November or December. Seriously? We did get a guy who tried to help but the overall message was the same: 3-4 months. And we'd be without service for a week or two (besides our phone hotspots). It felt like this was something they had never encountered. Also I got pushback from the chat customer service with comments like "Well, sometimes things don't work out as we plan them". What dude? For real? We ended up cancelling the service and reconnecting Spectrum which we didn't want to do but hey...they responded quickly and effortlessly. read more

Worst internet/streaming possible. Was told it was supposed to be "the best." Hate to see the worst