So like everyone else I'm getting inundated with offers for Google Fiber. Most say something like install tomorrow. Apparently, this is a lie. I ordered Google Fiber after responding to one if those install tomorrow offers. They offered me a date in 2 weeks which wasn't a problem for me just false advertising. So my install is scheduled 6 days from now and today 3 guys show up to run the cable from the street to the house. Google told me that they would have utilities marked before digging. I told the workers that where they were looking to put it was where my existing cable and gas line are and noted that the utilities weren't marked. He looked at me like don't tell me my job. They cut my cable and didn't even have the courtesy to tell me. I called Google and explained the situation. The service rep didn't even listen to me. Next I talked to his manager. The customer service person wanted me to call AT&T to fix it. I think that makes no sense. Why not just come out and finish the installation which is what I asked them to do. The manager refused to give me any identification other than her first name. She told me she was the only call center manager named Jesse at all of AT&T. 149,900 employees and now I know how to find her. The manager I talked to explained that there are 4 teams that have to complete things before an install could happen and I only had 2 completed. It will be quicker if you have AT&T fix it. AT&T did everything in one visit. I was waiting on the manager's manager to call me, as promised by her, but it's been more than 24 hours so I'm guessing The call isn't coming. Today the crew handling part 3 of the installation showed up and saw that my AT&T lines was replaced this morning. He asked about the crew that did the work. He said that they are subcontractors and that about 50% of the jobs they do have something wrong that someone has to fix. The AT&T tech said that he wouldn't charge me for replacing the line but, if he didn't would have been a $700 charge that I would have to try and get back from Google. Based on my experience so far, I wouldn't be ordering Google Fiber. read more

I'm giving Google Fiber a one-star review, not because of their actual WiFi service, but due to their poor customer service in particular with respect to customer retention. I have been a loyal longtime customer but now that I'm moving, they are trying to force me to upgrade from the 1/2GB $55 plan to their 1GB $70 plan. It's all about their shareholders and executives rather than their customers. Therefore, them boasting their JDPowers rating means nothing when it comes to true customer service. They can continue to offer their 1/2GB if they so choose, especially in order to retain their existing customers. But instead they have chosen to train their customer service and sales reps to say that the plan was discontinued. It's a reflection of upper management. After I had posted a 1-star review elsewhere explaining why, they responded asking that I contact customer service. Well, I did and they told me the same thing. Therefore, they wasted my time. read more

For over a month pain of traffic, noise & installation problem of all sort that our subdivision is going to have Google fiber was not enough to see my landscape is damaged & according to the phone number that was provided I tried to get in touch with them to have them fix what they destroyed to find out that is another time & suffering to go through. hours waisted with no answer. I need the people & the city know hopefully this does not happen to other tax payers. read more

Was out of service for four hours, I work from home and was forced to take the day off I called and they credited my account a whole 57 cents. What a joke going back to spectrum read more

Days, Weeks even Months they have rescheduled me multiple times making promises they cant keep very unprofessional no communication within the company it self let alone with the customer. You need plenty of patience and time for just for them to set up. my personal issues was them constantly telling me they would set up on the date of the appointment then on the day of canceling and rescheduling after i finally get a tech on site they tell me they cant do anything because the "Other Team (That works outside and set up the box ) needs to come out and they leave the equipment outside not saying anything to me after calls and other tech's coming to put the NIU(box) is missing in the remarks BUT guess what they never came after week (like i said patience) and i call and they told me it was already done But it was indeed Not after that they finally set it up after i had called them and set it up as "Urgent" they didn't come until a day after i had called them. And all this trouble because this was the only internet available to me read more

I would give a negative score if I could ..... run from them, there are plenty of other internet service providers out there even if it costs more it's not worth the trouble of signing up with Gfiber.... read on if you want more details, it'll floor you. Requested G fiber for my area (SW Austin) and had technician come out on 7/12/24 for installation. The person said they needed access to my attic to complete job, I was on work calls during the time so I showed him the way up and went back to my business. 2 hours later, he came back down with another associate, which was when I realized he was a trainee and this was his first job "flying solo". He said everything went well and G fiber was working and left the scene. 2 days later my air conditioning stopped working, the thermostat went blank. Surprised I went up into the attic to find that the condensation pan under the air handler was filled with water, due to the pipe that was supposed to drain out the condensation being snapped right off, like someone had stepped on it. The G fiber ran a course that traversed the air handler and in the darkness, it was entirely plausible that the technician had broken the pipe during his job but failed to inform me of such an event. It was 98F in Austin at the time, I immediately called G fiber with problem. I believe the person on the phone (Onan I think was his name) told me to go ahead and get a repair guy out to fix the issue and to save all receipts for reimbursement after. The repairs went well, A/C came back online, and I emailed the receipts to G fiber as instructed. A few days later someone named JC called to followup on the request. He proceeds to tell me that here in Austin, G fiber contracts out the installation to an outsider ITC, and that they should have been contacted to first examine the damages to determine if they are responsible for payments BEFORE the repairs were done. I told him that I was led astray by G fiber but to no avail, ITC was not gonna pay and asked that I contact G fiber for payments. Despite repeated calls to G fiber, everytime the rep would say they are escalating the matter to a manager who would contact me back, and despite the fact that all customer calls are recorded and they have proof that I was misled by G fiber with the repairs, the only response I ever got was that they would compensate me for $7 (repairs on A/C was $330). It was a joke. I finally contacted Better Business Bureau, and they in turn contacted G fiber. I get a random call from someone named Buba at Gfiber saying they needed to come examine the situation in the attic. When he arrived he took multiple photos, and agreed that the trajectory of the Gfiber installation lied right in the path of the broken pipe and that he would provide feedback to Gfiber and have them process reimbursement for my repairs. That was a month ago and I have yet to hear back despite repeated calls to Gfiber customer service since. If you are a self-respecting individual, stay away from this con of a business. Save yourself a lot of headache and lost time and money trying to get Gfiber to respond to your pleas if anything did come up will fall on dead ears, and there ain't a single thing you could do about it since it's a David v. Goliath situation and no one is out there fighting for the rights of the little guy..... their customers whom they should be serving in the first place :-( read more

The speed and reliability of the service is terrible. And by the service, I mean the installation - considering I still don't even have Internet yet. So I can't comment on the connection speeds. I just bought a house, new construction. I was trying to have the Internet set up on Saturday so I'd be ready to work from home on Monday (spoiler alert, this doesn't happen) When the first tech arrived, they told me the subcontractor that was supposed to splice the box on the side of the house hadn't done their job yet. Cool. They said they escalated the ticket so it should be done same day or at least within 24 hours. Two days later they finally splice the box and I can schedule another appointment with another technician. In the meantime I mention to their call center person I need to know if I need to buy/ run my own Ethernet cord or if the tech will bring it. They can't even answer. They also tell me I need to return the router and extender (I wanted to swap plans), which the first tech didn't leave me so they had to figure out how to take that mistake off my account. Second tech arrives thinking the first tech did his job and that he's just doing an equipment upgrade. Asks where my fiber jack is, which I don't have. Clearly the communication in this company is dog crap. He comes to check the box outside and damages the wire. Now I have to wait for another splicer to come out and fix it again. Then get another tech out after that. The whole experience has been an abject mess. I still don't know when I'll finally have Internet. Meanwhile I've been bouncing between my new house (I have anxious cats that will destroy things because we just moved) and Starbucks for the free wifi so I can get a little work done, but work is piling up and I'm also having to burn PTO hours. GFiber has not offered me any compensation for the inconvenience. My PTO days pay out at more that several months of this stupid service is worth and I'm thinking of swapping just so I can finally settle into my new place. Tldr; if you can't go a week or two without Internet, use a different ISP until you have the live fiber jack in your home. Don't trust them to get your install done on a timeline. read more

I switched from Comcast/Xfinity to GFiber primarily for increased speed about a month ago. The last month has been a disaster with Gfiber. Here's why: the speed is much slower than any other service provider that I've had (on par with dial up); it's glitchy all day, every day; more outages for long periods of time than anyone else (reliability is non-existent); I can't maintain a virtual meeting and I'm losing business; I can't even watch a whole movie; I can't get anyone to help fix it (I don't think they know how to fix it anyway). This is the single worst product I've ever paid for and I'm going back to Comcast. The BBB gives Gfiber a "C" rating. If you have a similar experience, please write lots of reviews and get the word out so that millions of other people don't make the same mistake. read more

The internet was decently fast, however, when you try to cancel the service they make it very difficult. They continued to bill my credit card even after I moved out. Really feels like a scam read more

Google Fiber advertised 1 gig for $70 which is slow and does not perform well, while all the time sending you emails to up grade to more gigs. The total price for the most gig can run you $150- for internet. Sorry Google Fiber. I'm not trying to pay through the nose for internet.Their customer service is horrible. I tried to turn in the google fiber box. It takes them 48 hours to generate a label for you to return the box back to FedX. This system is antiquated. I tried Google Fiber for 3 months. I went back to Spectrum . read more

have upgraded service and noticed no difference. Got the new router, no difference. I'm paying for nonsense. Connection is spotty, speed does not reflect what I'm paying for. I absolutely hate to say this but I would have been better off with Time Warner (spectrum) read more

I've had Google Fiber for a few years . When it's working , it's great! When it does go down, they are very pro active with crediting the accounts for the days service was lost. My frustration is with their billing system . The credit card I initially had on file was compromised, so I had to update with my new card information . I have to do this EVERY SINGLE MONTH. Why can't they get this right ?????? read more

1 week of calls, waiting, 2 tickets, and still no internet at my apartment in Van Alen Durham, NC. The technician installed into a wall a malfunctioning router that never worked, created a ticket that no one picket up ever. To cancel the account I have to pick up the equipment and return it myself through FedEx. Not recommending Google fiber, bad experience. read more

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

Google fiber - what a horrible experience it has been. I entertained 4 technicians over the last several months spending 1-2 hrs per visit showing them where the current cable wiring and box is, how it comes into the house, etc. They say another team has to do something, sit in their van for an hour making calls to schedule something. After that nothing happens. Every time it is a fresh face with NO notes on what happened prior. I have to do this same ritual again and again. Today another technician came who said he can fix it all. Instead of drilling a hole into my basement, he drills it right into our kitchen, possibly damaging equipment (still checking). Missed by over 15 inches. I am so done with them. If there is a pre-installed fiber in your house, may be it's ok. But if they have to do anything with infrastructure - avoid! read more

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

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Worst ISP customer service ever (and I mean in 40+ years) --not to mention being disconnectd during calls to customer 3 times out of 4. One had does not know what the other is doing and they contract ot folks to do work on the outside without letting you know when they wil show up. After four months of unreliable service there is no one who can tell me what needs to be done and to it I have to get rid of Google Fiber. I also do not like that my Google Fiber account is attached to my Gmail account--along with the assumption that evyrone has a smart phone that many businesses now take for granted. read more

This service drops about 4 to 6 times weekly and cost me $20 to $80 in expenses to leave and set up else where to work from and gas to run truck. They sold me on the fact that this a true 1,000 mps and I get around 550mps with direct wire and 250 to 350 wireless. i we=ork from home with 10 people and I lost work getting done and paid out over $150 in non productive time. But i will get a credit from Google for about $1.25 WOW.........WTF!!!! Really thanks Google Fiber for making it easy to move to AT&T and now paying $25 more but hopefully wont drop!!! read more

It has been over a week since google fiber has been down. I am stuck without internet with no real information. There have been many inaccurate estimates of a fix. There is no one to talk to who has any information about the problem and any real estimate of a time when the fix will be complete. I am stuck speaking texting with call centers (in India?) who who can not be helpful and just give stock answers to things. Frustrating! read more

I don't recommend them to anyone. There customer service is horrible. There was a hook up issue from the very beginning when they finally fixed it 8 days later I was no longer interested in Google fiber so I cx them and tried to get my money back and it still over 2 weeks and nothing cs says it should be on my acct on 1 to 3 days that was 2 week and here we go still no refund. I DONT RECOMMED read more

TERRIBLE customer service! I finally gave in after so many sales reps knocked on my door. Sales rep misrepresented the package he sold me. I tried to cancel it within 48 hours and it's been a headache. I received another bill, now for next month! They won't fully cancel it, don't return calls, very unhelpful. I regret I ever tried to switch over to them. Speed and cost may matter, but sometimes quality of service matters most. read more

Man, I wanted to like this more than I do. The wifi (when it works) is super fast! However, the reliability is nonexistent. I work from home and my wifi goes down probably 5 times a day. Google has been sending people out to deal with this since January, and despite the hours of time I have spent coordinating and re-doing tests since apparently they do not pass information along to techs on repeat visits, they have offered me a total of $11 (eleven. dollars.) as credit. For 6 months of interrupted service. They didn't even escalate it when I asked until just this week. They also don't have a retention department or anything like customer success. Honestly, I don't think they care about having us as customers. I will likely be switching away to AT&T (more expensive but hopefully more reliable) by the end of this week. read more

Less than a month after switching to Google Fiber, we are switching back to Spectrum. Speeds are fast while internet is available, but losing connectivity multiple times daily is not acceptable, especially for working from home. We've waited for service on the north side of town for years and eagerly signed up shortly after it was available. I am impressed by the speed with which Google Fiber responded to schedule installation, the quick response from the support team via chat, and the fact that a technician came to investigate within hours. The issue we are experiencing is intermittent, short duration (1-2 minute), total internet outages. This sort of problem is typically more challenging to diagnose. What is disappointing is that the technician who came to the house chalked up the problem to our usage of VPN for some devices, within less than 10 minutes. This is of course the same VPN that works reliably and consistently with a different internet provider. It's a shame to pay more for a slower connection, but an unreliable utility isn't worth any amount of money. read more

I'm in San Antonio. I've had Google fiber internet for over 2 years and I just switched to Spectrum. My internet goes out way too often with Google fiber internet while my neighbors who have Spectrum still have their internet. Google is definitely not the best. read more

They installed the internet box right in our bedroom where our newborn baby will soon sleep. We didn't want it installed there..... We asked them to move it because they emit radiation & they refused & said they would rather lose a customer than easily move it. read more

They last minute called to cancel my appointment and think it's okay for us to go without internet for an unspecified amount of time. If they couldn't provide to my area I don't know why they would allow for me to schedule an appointment now I have to switch to another company and possibly go without internet for as long as it takes to re-schedule with another company. Very uncaring offering no solutions read more

Absolute garbage, terrible technicians, horrible customer service and a product that doesn't meet expectations.

I moved into a new quad-plex that had Google Fibre already installed. No issues thus far. I got tired of drinking the cool-aid that Spectrum is selling. BTW, 2GB is ridiculous as no common servers can run that speed over the internet. You will be wasting money. I have a NAS at home, that can't do that! read more

No one is able to install the fiber. Do not sign up if you are hoping to have wifi within the month. They do not care for your business.

Google fiber is trash. The network speed it great but only when it works. They note you can use your own router but don't even think about it. Every time the network goes down they will blame it on your equipment because you are using your superior network router system. When your internet goes down you would assume it would be a quick fix and you will be up and running in no time... right? Fear not when the network does go down it will take hours and even days for the network to come back up; Rendering your home and connected devices useless during this long duration of downtime. Even if you are internet literate prepare for long phone conversations with support with no positive outcome while wasting your time. If you have other service providers offering gig internet, use them. Avoid a great product for poor support, cost and the immense lack of reliability. read more

My rating would really be 0 but that option was not available. I feel grateful that I found out how bad this was before sending this supposed "customer service oriented company " any money. Just like several others mentioned in their reveiws (Jim & Doug) the sub contractors come out whenever they feel like it without the homeowner's knowledge. What you are not told is that these outside installers are not Google employees so they do not have any control over their actions -- a pathetic way to run a business. I was lied to when one of several contractors said the plastic box installed on my home would be moved and I would be called to be there to supervise. None of these notes showed in my account. Instead the contractors listed it as completed. At the time I asked for the box to be removed but he insisted on safety concerns that the box had to be terminated. When the internal installer showed up, I had not been called so did not know they had arrived. My installation was cancelled. I was willing to reschedule and continue until I was told that the "exterior installers" could not be required to call me before they showed up. At this point I decided to cancel the service and asked to have the box removed. Google Fiber informed me that they do not do that! So you are left with their connections indefinitely. My next step will be to complain to the Austin City Council about generating this electronic trash. Looks like this is a systemic failure of the company culture in monitoring their installation contractors. read more

Sales letter came in a completely unmarked envelope. You're forced to open it because you don't know who it's from and it *could* be important. Sleazy marketing tactics always get one star. Remember their old slogan, "Don't be evil"? Ha. read more

They installed the internet box right in our bedroom where our newborn baby will soon sleep. We didn't want it installed there..... We asked them to move it because they emit radiation & they refused & said they would rather lose a customer theasily move it. So we canceled but they made a mistake and didn't cancel and charged us for 11 months... they wouldn't refund us even though the mistake was in their end read more

I am a paying google fiber customer. I do not like that they shadow ban you on their platform if you complain. I do not like that their support isn't available to reach out and contact you, just pressing buttons behind a wall read more

2 days before the FCC stopped taking applications, Google fiber refused to accept my approval. HORRIBLE SERVICE!

TLDR: Just pay AT&T the extra $10 and save yourself from all the headaches that come with Google Fiber's subpar service. I would not recommend using Google Fiber to anyone. Ever. I had high hopes for a streamlined, simple, reliable service coming from AT&T, but GF really needs to get their shit together. They installed the fiber cable to where it was just underneath the surface of my lawn. I have an 8-month old puppy, and she found it and chewed it up in no time. So I called and they came out to fix it, but left it above the ground. I tried covering it and supervising my dog while outside (which defeated the purpose of having a yard at all). But eventually my dog found it again and chewed it, this time in the middle of a work call. I called again. They came to fix it, but again left it above the ground. (Absurd. Stupid.) They told me I was supposed to specifically request to have the cable reburied. I requested that three weeks ago and there is still no estimated date to complete the work. I've called numerous times to get an update and told them how much their shitty work was ruining my life--I'm having to take my extremely high energy dog outside multiple times a day and keep her from wanting to go chew on the cable again and again. She developed some resource guarding tendencies from my protecting the cable. I'm working with a trainer, etc. The cable is very unsightly too. I cancelled my service and went back to AT&T. But I'm keeping my fingers crossed that they'll eventually come and fix the mess they left in my yard. It seems Google Fiber outsources the installs and no one in customer service has any idea what those contractors are doing. I actually feel kind of bad for their customer service teams... I think they outsource that too. All this mess on top of 3 random service outages in 2 months. To sum it up, just because Google is behind it doesn't make it good quality service. The right hand doesn't know what the left hand is doing. Just pay the extra $10 to AT&T and save yourself all the headaches. read more

If you're thinking about signing up for Google Fiber, be advised that on March 24, 2020 at about 10:30pm they were running at about 0.56 mbps. That's after we were promised 100mbps: it has NEVER run at 100mbps. The best we've ever had is about 25mbps. And lately the email doesn't engage at all--we get a message to 'try back in a few minutes'. I am disgusted, and I will keep this yelp review UPDATED! Due to their horrific service, it took me 45 minutes just to post this. UPDATE: On April 8, 2020 at 1:30am the download rate was 0.0 mbps. That's ZERO POINT ZERO: a flat line. I would update this review more often, but when I need to, the service doesn't work at all. DON'T BELIEVE WHAT THESE PEOPLE TELL YOU ABOUT THEIR PROMISED SERVICE. UPDATE: On April 8, 2020 at 3:30am I have had to reboot my computer four times to try to reconnect with this service for which I am paying $60 a month. I never thought I would miss dial-up. WTF It was cheaper, and it worked! UPDATE: On April 9, 2020 at 12:00am the service froze. Again. When I was able to speed-check the service--on google fiber speed test--it was downloading at 0.56mbps. If you give these people your money, THIS is what you can expect: ZERO. POINT. FIVE. SIX. It has NEVER run close to the 100mbps I was promised. UPDATE: On April 10, 2020 at 3:30am the download rate was 0.38mbps. Before I gave up, shut it off, and went to bed. UPDATE: On April 11, 2020 at 3:18am the download rate was 0.62 mbps. POINT SIX TWO--END OF REVIEW. End of the movie I was watching, too! read more

10/10 Would NOT recommend this service. They have terrible customer service and are completely unresponsive. The last time they came to my house to "fix" my connection, they dug up a hole in my grass in my front yard, and ran an electrical cord across not one, but two of my neighbors driveway and around the corner of my street. The cord is literally taped to the street. My neighbors and HOA have complained, and it is completely unacceptable. They never told me what the problem was, what they fixed, or if/when they would ever come fix the hole in my yard or properly conceal the electrical cord running down my street. A month later (yes, an actual month, four weeks) I have called countless times and nobody will tell me what the plan is or fix my problem. I have NEVER been more dissatisfied with an internet provider. On top of that, my wifi is not even working(and yes I checked my area for outages). I pay $70 a month for their wifi service. DO BETTER GOOGLE FIBER. read more

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I have been a Google Fiber customer since Jan. 2008, first at the wonderful free rate that I signed up with(for 4 years) and then the upgrade to the $30/mth because I needed a faster speed due to a new career launch. It's important to point out that I currently have very low income (hence having to move to a smaller apt) and I simply have to do without a lot of things. This loss of internet took me completely by surprise and one of the last details I thought I had to worry about. It's also the principle of the matter. My apt complex offers Google Fiber and advertises with gigantic signs on-site to entice new renters. It's one of their main selling points. I have to downsize my apt and am moving 100 yrds away just to a different building in the same complex. The reason I can't move out of my complex is because it was necessary to not incur move-in fees which I cannot afford. When I called Google Fiber to arrange a transfer of services, I was informed that they do not offer my current plan in my new location. Again, I am moving 2 buildings over, same complex and if I didn't have to move I would still be on my same low-rate plan (that they claim they don't offer). Google Fiber claims they don't offer my rate at my 'new location'. Meanwhile, I'm sure a few people in my new building could very well have my current plan, even as I am denied. When they claim that they don't offer my current service in my new location, I almost laughed, if I wasn't so angry. I cannot afford the next level up at $70, more than double my current rate. It's simply an easy choice. No more Google Fiber for me. I never do reviews but felt absolutely compelled to give Google Fiber a very bad review in this case. No negotiation, no good customer service, no simple courtesy to let me transfer my current service. I will no longer be a Google Fiber customer and will be sure to caution everyone I meet about the lack of courtesy I received for a simple transfer of service approximately 100 yrds across the lawn to continue to receive my internet as I have for the last 2 1/2 yrs at my current rate. I can no longer assure prospective employers that I have Google Fiber as an incentive to hire me. I caution all, beware of Google Fiber attempting to increase your rates and take advantage of your change in life-circumstances, which I fully explained to a customer service representative named Melissa and her supervisor (who didn't have the courtesy to talk to me directly). Goodbye Google Fiber, you've lost my loyalty and my money. But what do you care, right? Huge company with no heart or common sense. read more

Just want everyone to be aware of their actual policies since they don't really post this anywhere online. You are NOT charged starting at your activation which is what all their website materials will tell you. They charge you 7 days after you request service. So do NOT order this early in preparation for a move. They will not help you at customer service. It's just a bunch of young guys who won't help you and won't pass you to a supervisor because "no one will help you" - they just argue with you and tell you it's your fault. This is the worst company I've ever dealt with. A monopoly that doesn't care about you at all. Stay away. read more

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. read more

Google Fiber CAN be fast. The key word is 'can' - because it drops off constantly. This week alone - I couldn't work on my second floor because I had zero internet access. It's almost as bad as dial up. We ended up calling the tech support, but we're put on hold for 20 mins because of high volume. I thought Google was suppose to be innovative? read more