Internet connection went out Thursday night. After calling customer service on Friday, then sent out a technician on Saturday morning. The tech couldn't fix the issue and said it was something outside the house cause all the equipment inside the house was working. Said another technician would come later that day to fix the issue. Waited from 10am until 6pm, wasted the whole day waiting for a technician that never showed up. Finally called them back after 6pm, irate that I've wasted the whole day waiting for someone that never showed up, they apologized profusely and said a technician would be out in 45 minutes. It's now past 10:30pm and haven't seen anyone from Google Fiber to fix the issue. I'm hoping Spectrum Cable or AT&T have better customer service. Don't rely on GFiber to come fix their stuff in a prompt manner in the Kansas City area or Johnson County. Not having internet doesn't bother me, wasting my whole day waiting for someone that doesn't show up does. If you get GFiber, pray it doesn't break cause they aren't coming to fix it in a timely manner. read more

I had google fiber installed in my home, the technicians who installed the line going from the street to my house broke one of my sprinkler lines but hid it from me and i didn't notice for a few weeks since i water during the night hours. Contacted google fiber and they said it was a independent contractor and i would need to get with them for reimbursement for the repairs I had already paid for, the contractor pretty much called me a liar and wouldn't pay. Google will not reimburse me either. I would rate 0 stars if i could but the internet is quick and reliable so i give it 1 star. read more

i got google fiber installed and i had to use the google fiber app to get everything activated. it said i had to go to voice.google.com to activate the phone. i went there and it said it needed my id just to use the phone. i told the tech that i didnt want to show my id to use my phone and he said i didnt have to he could install it without it. after the install the phone didnt work so i called google fiber over and over again to get it fixed. each time google fiber ended up saying i did not need my id to activate the phone and that they could fix it. i had it escalated and talked to supervisors and i was always told that they are working on it. they sent another tech and replaced the phone box and it still didnt work. upon my repeated requests google sent me an email specifically stating that i dont need my id to use my phone. then they got 'ace' supervisors on it and i think that those are their highest level supervisors. then finally after almost a month of this they had a supervisor call me back and said that after all of this i needed my id to use the phone. i wasted all of this time and effort to be betrayed by them. these companies are too big and need to be broken up. read more

Gfiber does not deserve One Star. It is as poor as Road Runner 30 years ago. It has gone down one dozen times. It is advertised at 1 Gig bu often runs less than 100 Mbits and as slow as 25 .. Support is terrible read more

I was so excited to get this service. I am so disappointed in the level of intrusiveness the install process is. I come home one day, and someone is just walking all over my property painting the grass. No appointment trespassing. Also went into my house with my minor child. read more

I've never had a more frustrating and damaging experience with a service provider than I've had with Google Fiber. Due to a system error they openly acknowledged, I was wrongly charged over $500. Instead of resolving it, they continued billing me, even though their own policies state billing should have stopped. While my FCC complaint (Ticket #7798783) was still open and unresolved, they shut off my service--without warning. This outage directly caused me to lose my job, and my household was left without internet during a critical time. Despite several chats and escalations, I received empty apologies and broken promises. Their own representatives admitted in writing that this was their fault and that service should never have been suspended. I'm still waiting for a resolution. If you're considering switching to Google Fiber, think again. If something goes wrong, you'll be left to fight it alone. read more

Wish I could give negative star reviews. It's incredibly inconsistent, frankly the worst internet reliability of anywhere I've lived in my life (I live on the east side in case you are from that neighborhood). Then they won't even come out and fix the internet for multiple days when it's down. Would tell friends and family never to use Google fiber in austin. read more

If I could give ZERO stars that wouldn't be low enough for my experience so far. Their destruction team came with no warning or authorization to be on property to do "outdoor" install. They broke in to backyard, tore up yard, put holes in house, left a mess and trip hazard with their cable, tore up neighbors yard. Mounted their box not where wanted or needs to be, thus destroying siding. Their trip hazards, triped my senior dog causing him to fall, and us to panic about his well-being, the other hazard caused my wife to trip while running to check on our dog. They have not held to their part of what they said. Their destroyers wear no identifying clothing, looks like a group of illegals trying to do landscaping. Let hope someone with their head not in their ass like everyone I've dealt with today to remedy this, contacts me soon. I will let everyone know how terrible they are and will post everywhere. read more

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We started getting notices on our door for Google Fiber when we bought our house in 2012. Some time since then, we decided to try it. They could give us no installation date but dug up part of our yard. This was years and years and years ago. They could give us no starting date so we cancelled. A few weeks ago they came by - I guess to install Google Fiber for the neighborhood? Dug up our driveway for the second time (why'd they do it the first time??) and adhered wires to the gutter and curb with the equivalent of duct tape with tire treads. This came loose within a day. The wires are currently waving around loose in a puddle. I'm not a customer, but I don't know what any of us with this same problem can do to get this junk out of our property. It can't be providing decent service for anyone. And wires exposed on the ground and swimming around in the water can't be safe. Update: Just went outside to snap a pic and see the wire has actually severed and a portion is pulled out of the ground. Just sitting there exposed. Awesome. read more

Google Fiber - Severed wire just hanging out in the driveway they dug up. - Home Network Installation Near Me - Austin, Texas

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We tried to have Google Fiber installed but after 6 different vistits they could not install the service. The teams showing up to do the work were honest and good but they were hamstrung by Google management. So, after 5 attempts, a cancellation and a 6th team showing up afert the cancellation, we got rid of them. Not a good idea to use Google Fiber. read more

My GFiber experience has not been completely flawless, but their team works hard to get everything right, quickly, and it is everything I hoped for 99% of the time. It's been really reliable and great value for the money, especially compared to other internet providers in the area. read more

DO NOT GET GOOGLE FIBER. I have never felt such a strong need to write a negative review. In the past month, I've had multiple unplanned internet outages, some lasting multiple DAYS. As we speak, my internet has been out since 7pm last night (Friday) and it is now 11:45am Saturday. I've spoken with over 5 different representatives who've told me they've "escalated" my ticket and have been promising me it would be fixed since last night. I wasted so much time on the phone with them for no reason. Now, they have assured me it'll be fixed "sometime today after 1:24pm." What does that even mean? To top it off, I rent my garage apartment on my property, and my renters are upset they can't work or use their TV. I've given them a partial refund for their stay. Two weekends ago, I didn't have internet from Friday through SUNDAY and ended up in the same situation (giving partial refund). Guess what Google Fiber thought was good customer service? A $10 credit. I have already scheduled to switch to ATT Fiber on Wednesday. In the meantime, however, I'm still stuck managing my own customer service nightmare with my own renters. read more

Can't get to customer service. I've quit everything google due. Hello again. They ask that I finish. My personal feeling is google just wants to be on top. Customer service is a joke. Can't talk to anyone. They've dug up my streets and lawns but for what? Ok. They are number one. I will not pay for it. read more

Terrible. The day I decided to switch, they had a guy out at my house and had everything installed. Service was pretty good for the most part because I live on the top floor of a building and I get good wireless service for the most part and Fiber is wireless. Win - win right? Two months in - everything was working pretty well. Good for gaming, great for work and I was paying about the same for what I had for Comcast. Then, two days ago, everything went to sh*t and this is where my trust in Fiber entirely fell apart. My equipment in my apartment all lit up red. I was in a meeting and everything went out. Did the usual unplugs, wait, plug it all back in and nothing. All red. I called in to Google Fiber - and for the next two days I tried to get someone to come out. They couldn't schedule a guy to come by and fix anything. No appointment, no period of time that someone will come by, nothing. Escalated to supervisors, re-explained the issues, more time on the phone that delivered nothing. Meanwhile missing work and my boss blowing up my cell for projects projects promised. No physical location for me to go to in order to exchange equipment. 15 years with horrible, price changing comcast have I ever had to deal with this bs. I jumped in my truck, got a new comcast modem and was up and running in about two hours. I am pulling this google crap off my wall and mailing it back - don't waste your time with this unprofessional org and just give it a few more years for them to figure out which end their a$$ is on. read more

Complete Disaster stay clear of these Idiots We had a scheduled appointment with Google Fiber they canceled and changed it didn't even notify us we sat around for hours til we called and found out they canceled and rescheduled or appointment couldn't even call us a bunch of punks Then the install these idiots ran the fiber optic line in the seam of concrete looks like a 2 year old did the silicone. After seeing this I called them and pull there shit off my concrete and get there box off my house!!! A bunch of idiots read more

Avoid Google Fiber - they charge even if it doesn't work! This experience was absolutely awful DO NOT SIGN UP!!!! At least twice crews showed up that I had no idea were coming. They needed me to be available to come outside and talk and be prepared for my yard to be dug up so they could bury the line. Would've been really great to have any idea whatsoever that 1/ this was needed and 2/ when it was going to happen. We discussed things like where to bury the line and what side of the house the installation would go on. I don't do this for a living so I was counting on them communicating the things we agreed on to the installation tech. They did not and the tech was not able to answer any of the questions I previously asked because they were about to literally drill a hole in the side of my house. So now I'm concerned because the person doing the drilling doesn't seem to have any idea what was decided with the other crew and I didn't know how to have the convo with him because he was not able to explain the impact of various decisions or details about how the connection or service will work so that I can make an informed decision. On installation day my appointment was at 11 am and I was told they would be there within 30 minutes of the appointment and someone would call me before. At 1 pm when I hadn't heard from anyone I chatted with support. Miraculously, the tech called right after I started the chat and said he'd be here by 1:30, he got here after 2 pm... The internet connection is TERRIBLE. What they don't tell you is that in order to get the high speeds your device must be hard-wired to their equipment. If you are on a 1G plan and are using wi-fi your speeds drop to ~200 MBPS. My 400 MBPS plan with Spectrum is much, much, much faster. Ironically, I had to switch to my Spectrum wi-fi to get a good enough connection to chat with Google Fiber support to cancel. My installation was Sunday afternoon. I chatted them on Tuesday afternoon and they told me they couldn't stop the automatic payment that will come out in February and won't refund the full amount. They are going to pro-rate and charge me for the 2 days I did not have working internet. So if you do make the mistake of signing up, do NOT have any patience or try any troubleshooting to get it to work because you will be charged for that. Bottom line, stay away. Both the internet service and the customer service suck! read more

AVOID GOOGLE FIBER LIKE PLAGUE Please do not go for google fiber yet. It is still in the rollout stage and they are making too many mistakes. Starting from the cable routing till service requests, everything is crap. 1. They installed the fiber line on the wrong side of the house. They had to tunnel underneath my driveway and through the yard to connect to my house. 2. The installation technician ignored the optical signal strength and installed the fiber jack anyway inside the house without realizing the consequences. Result!!! Drumroll!!! Terrible internet service. Anytime the signal strength fluctuated, the internet is gone. 3. Finally, the internet service went down completely on a thursday afternoon. Called the customer service, a technician was sent to checkup on friday evening. He explained how terrible the job was done and said the signal strength is below the acceptable levels and the construction contractors need to fix the cable. They are supposed to be available 24/7 for construction related issues. As I type, today is saturday midnight and the estimated date to fix the issue is Sunday night. so, a total 4 days without internet services. Bravo. My suggestion, go with a trusted Spectrum or ATT for better quality of services. The google fiber shows better internet speeds, but trust me, you will not see ANY difference unless you are a streamer uploading 4k content. . read more

If only I could go back in time and NEVER use google fiber, I would. We were based in Austin, Texas and had good internet the two years we were there. Upon leaving, we cancelled a week before we moved out. The lady that helped us via chat told me that since we were at the beginning of the month, we would still have to be charged for June but we would be pro-rated... We were also told by her to dispose of the google nest egg and the extender as they were old products and no longer used. I asked her MULTIPLE times if she was sure I could throw out the equipment and not return it, along with asking her multiple times if I should SCREENSHOT our chat as to provide receipts if they came trying to screw me in a month or two. And she said "no, we are google and we save all our chats and logs in a system. You are good to go." well WOE IS ME for not listening to my inner voice of consumerism, as my wife got an email a few days ago stating that our bill for July was coming... So of course I have to call them and see what the deal is... They proceed to tell me that nobody cancelled our account and the bill for July was due. Upon telling the person that that can't be accurate as we now live 7 hours away and do not have google fiber, they told me it is accurate and a bill is coming... I then proceeded to tell him there shouldn't even be equipment there besides the wall plug as we were told to chunk it. This waayy in over their head employee tells me (VIA CHAT AGAIN) that that can't be true and if we did, there would be a $240 service fee for replacing the said pieces... on top of the bill for July. They also then proceeded to say that they can't produce the chat logs of the service helper from June and are unsure why. I lost it. I completely lost it. I demanded to speak to someone above them. and they obliged. 50 minutes later via phone call, I get the service fee for equipment waived but THEY ARE STILL CHARGING ME FOR THE FULL MONTH OF JUNE AND PRO-RATED JULY. I am just appalled at how GOOGLE would treat me, and how GOOGLE is unable to produce CHAT LOGS OF THEIR SERVICES. What an absolute crock of shit. Crooks. Do not get if you can help it, and if you do, save every single receipt. They don't care about you. read more

Never worked all the well when we had it. After switching we sent back both fiber home pods through Fedex exactly as instructed. After a few months we randomly got an email saying they never received the pods and were charging us $260 for them. Of course we threw away the shipping receipt after a month or so, assuming everything arrived correctly, and we now have no way to prove we sent them back. read more

We had 2 routers and WiFi was just okay. We were advised to get a 3rd for our 2,900 sq ft home. We purchased a 3rd router. It improved things but I still had minor issues on Zoom in a few meetings every week, but not enough to want to go through with changing providers. 9 months later, I couldn't take my business meetings on Zoom, the internet was so bad. I asked neighbors and was advised to upgrade our router. We called Google, and they responded that is exactly what needed to happen. Please pay for a 3rd router. What?! First, the internet has not been pristine since day one. I don't care that some people love it - this is not a one-off issue; people either hate or love the service. We've done everything and pay the same as others that swear by it. Location clearly matters. We're in Westlake near the HS. Second, why do I have to learn about upgrading my routers from neighbors? Google couldn't let us know? Experiencing business calls where I'm freezing and audio is delayed is embarrassing and was clearly preventable. And finally, after only 9 months they REFUSE to subsidize the 3rd router. We have to pay for it again. For a high tech company, what a smug response to make us pay for another router when the first didn't last a year. We are trialing TMobile over the next 2 weeks for free. Will update my review on how that goes. read more

They put a hole in the wall, left a ton of stuff out, didn't finish. AND THEN LEFT WITHOUT TELLING ANYONE. We have been trying to get this installed for god knows how long. Now that it is installed, the connection isn't even good!??? read more

It sucks. Been getting worse and worse over the years. Tv is constantly buffering. I'm going to switch!

Screw google fiber, they installed the fiber in my guest bedroom when I wanted it in my office, when I call to move equipment they tell me it's not their policy. So they have policies that are anti customer. I can't wait fast enough for my Att appointment read more

I've had Google Fiber for years now and have always loved it. Everyone fawns when I tell them that's what I have. Even when my cell phone carrier tried to get me to switch and I told them I had Fiber the said "Aw, they're awesome" lol. I've never had many problems...until recently. I'm EXTREMELY surprised that my internet went down twice in the same month about 2 weeks apart. What was most annoying was that someone had to come out each time and it would take DAYS. Being that I work from home this is a major problem. The upside is that Fiber does have a function where you can monitor available appointment times, so if something becomes available you can change your appointment to one sooner. I was very lucky that each time I was able to do this. Initially, I was scheduled about a week out during each issue. But I was able to reschedule each time. My internet was out about 2 or 3 days each time after checking on a constantly for something to pop open. The good thing about Fiber is that each technician was very nice and knowledgeable. The last person to come out was Ethan (8/27). I remember him because he was so amazing by taking the time to explain the actual names of the parts of equipment and a brief overview of how it works so that should I have any issues in the future I can better communicate with customer service about the issue(s) I'm having. That's incredible customer service you don't get often! And now that everything is back up and running I haven't had any issues since; and it's actually running better than it was before! I'm still as happy as I've ever been with G Fiber and I don't anticipate I'd ever switch. The only other thing that sticks in my craw besides how long it can take to get someone out is their commercial talking about their price. It talks about it staying the same rate and no fees hidden fees being added and that is a blatant lie. At some point last year, I started noticing an additional $2 and change added to my bill. I called and asked about it and was told that it was added because of rates in my area. I told the customer service person I hadn't received an email or any notification in the app about it. She said she'd send me information on it but never did. That has stuck with me and gives me slimy hidden fees vibes, like a certain cell phone carrier that's currently having legal issues for something similar *looks around*. Even though I'm not going to be too bothered about it at this point, it is something to keep an eye on here. read more

Botched the install. Internet always slow as hell. Tech support is THE worst that I have experienced in my life. They are obviously chatting and googling for the answers, which are always wrong. Didn't get any clarity until they sent a tech. This is truly the sloppiest ISP I have ever had, which is saying something. Back to AT&T. read more

3rd day of internet outage. customer service keeps delaying the eta by 5 hour increments. completely unacceptable

Only took 9 days to go down. No we learn why it costs less than other services. It's because you get what you pay for.

They again ignored the "no soliciting" sign. When I asked the representative if he somehow missed my sign, he said "I'm sorry but I've got a job to do." read more

Frequent outages that last most of the day. If you work from home I would not recommend, as it would cause you to lose more money from work then you would spend on service (they do reimburse for about 30 cents.) reps could not care less if you stay with them or go. read more

We had the Google Fiber installation at my house today. The rep was extremely unprofessional. He first wanted to drill through my brick siding ( for his convenience) and did not want to take the wires 5 feet down towards the easier to drill through hardie plank. Following this he wanted to leave the router on top of my paper shredder as he stated that the ethernet cable he brought is too short. When I asked if he can bring us a longer cable he said I would have to call customer service to request another agent to bring it. When I suggested that it is his responsibility to contact the office as I do not accept his work as completed unless he takes care of it- he said it is just an ethernet cable "your son can change it". I asked him if he thinks my 12 year old son should be doing his job. The extreme rudeness from this individual was something I never experienced from any wifi contractor before. I would not recommend this company for anyone. They did not even attach the outside box safely on the side of my house and when I asked this installer rep if he can fix it he said that is another crew- with the drill in his hand... read more

Disaster, I did not even start the service. They sent a tech a week in advance to get the service ready for the day of my appointment (which is fine,, understandable.) However, that tech cut or disconnected my previous ISP line,, which is very much illegal (I later found out FROM google fiber),, but not only did the tech did this,, he did not even finish/or finished poorly installing the new line,, so the result is my family and I had no internet for a week... while we waited for our actual appointment. Which within 5 minutes of the new tech arriving told me the previous one did not do a good job and he could not install service. I asked to do it myself once they fix the line the original tech did a bad job in ,, he said no/can't. So I called google fiber, they gave me a credit ($25) for my first bill and said a new tech would arrive the same day or next day to fix the line that was supposed to be done a week ago, and that my next appointment would be "escalated" so they would come sooner so I can actually start service. Next, the new tech comes and works on the line, I now call to schedule my escalated appointment and I'm now being told it will take another week. That will be 2 whole weeks without internet. Insane. I asked to speak to a supervisor (Kevin, I hate you) (I did explain how they messed up and I have had no service for a week) and he said next week is the only available option but he will call me back the next day to see if something has opened up for that day or sooner.. I made sure he would keep his word to the best of my ability.. he said yes he will indeed follow back. He did not. No escalated appointment. Next thing I know I'm scheduled for an appointment on a random day and time.. for next week. I contacted my previous ISP and a tech came next day and they discounted my bill. If this was my experience as a new customer, I can't imagine what current customers are going through. read more

The worst customer service ever! Internet goes out at 10am. Spent most of yesterday on hold or the phone with them troubleshooting. Finally they conclude it's an issue outside the house. Tech comes at 3.20pm does some testing of the box by the house and says it's an issue on the road, that the construction crew will be here in 45mins. They never show. I call customer service again, spend forever on hold. They tell me it's been expedited and they'll be here first thing o next day. Noon comes and no one is here. I spend another hour on the phone with customer service. The expedited ticket was only expedited on their side, not the construction crew's side. ETA is "at some point today or tonight"! Really?? That's two whole days for two people of business being lost. We own a small business and can't afford to take 4 days of work off - not to mention our staff could not send us documents and videos they needed to share. I am at home post surgery and can't go off to a coffee shop all day (also because someone needed to be him to wait for these people). They are as bad as AT&T. Not at all different. Same giant company with terrible customer service. read more

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

First of all, the service itself is fast, reliable, and much better on a day to day basis than cable modem or DSL. The installation has been a nightmare. they dug up my yard, they left wires exposed after connecting my house to their infrastructure, and worst of all left a big hole in my siding where the wire enters the house. if I had to do it all over again I definitely would have stuck with spectrum. again the internet service is great but I'm on my third support call for them to do the basic installation without ruining my house. I'd post pictures but not sure how to do that. read more

Service was good while I was a subscriber, but after I moved out of their service area, they over-billed me and tried to claim I had not returned the modem, even though I received a confirmation e-mail from them stating that they had received the modem! Two months later, I still don't have my money refunded. I have had to contact my bank's fraud department to try to get my money back. read more

I had an appointment for them to come out and hook up their fiber Internet. They showed up a week early with people that didn't speak English. They started digging in my yard with out telling me. They broke several pipes and shut off water to my house without telling me. When I caught them they were trying to repair it. They were not licensed, insured, or trained to repair water lines. They left my house with my yard destroyed and a big hole in my yard with broken pipes and no water to my house. I called Google Fiber and they said it may be several weeks before they can get it repaired. I asked them to not send anyone out for the internet until me water was fixed yet they have sent several people out to my house, unannounced to try to hook up their internet despite me continuously telling them to stop. They have no communication, no service, they just want their money. read more

Google Fiber - Home Network Installation Near Me - Austin, Texas

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Google fiber in Austin, TX is absolute dog sh*t. They sent "outdoor wire specialists" to get our wiring setup 4 times at our home. After each, we had to wait 1-9 days to get an "installation specialist" to come by and have them tell us the wires needed to be "fixed". This loop continued for a month and we have yet to get the service setup. Horrible, horrible, horrible. Their customer service is also horrible. Through this they brushed off our requests for them to actually talk to the "outdoor wire specialists" but they use contractors that they don't communicate clearly with (many of which don't speak English, further complicating the situation). What an absolute shit show. Avoid. read more

They have terrible customer service. No one is on the same page about any of their policies or procedures. If you call their tech support line, they will automatically reboot your internet without asking if that's okay and then will hang up on you and say they will give you a call in 5 minutes but they never do. They refused to move the jack in my house from my living room to my office. They also said they would sue me if I took their fiber NIU off my house. You also have to deal with using their equipment, even if you want to use your own modem/router you have to bridge their router for it to work. I cancelled but they said they were going to charge me the $70 and then next month they would credit me back for the 2 days of service I had... which I didn't even use. read more

We have had this service for several years and it works great (that would be a 5 star rating). Back office support is quite opposite. Referred my son and it been 2 months a 3 long phone calls trying to get the $70 referral credit. Come on Google it isn't that complicated. They tell me it has been escalated and that some one will follow up in 48 hours. That never happens! Can't believe that in this day and age they can't be a little more on top of things. Hoping that the bad rating will get me some better attention. read more

Horrible customer service. Very mediocre internet service and incredibly overpriced. Not only is Xfinity a superior product but it's also cheaper! read more