Trust me: ask for Carlos. I spoke with two reps and was on the phone for 2+ hours each. They said there was NOTHING they could do to get my wifi on. Ridiculous. I waited 3 days for a callback. Never got the call. I called in, really upset and Carlos answered. He helped me log in and simple turn my wifi switch to "on" lol. Why the other reps could not figure this out and left me wifi-less with no solution? No idea. Horrible experience until Carlos. read more

Possible the worst customer service eve, my cousin had our internet moved under him the customer service guy lied and said it is normal for the Internet to be down for a few hours after you change who is the Internet is under. The internet has been down now for almost 24 hours. I'm done paying for Internet from such a read more

We have had Google Fiber for years and not had any complaints until now. A couple of months ago they called us asking if we wanted to upgrade the amount of gigs we were using. We told them no what we had was sufficient. Ever since that time we have had nothing but issues including but not limited to, our internet being glitchy and running slow. If this is there way of getting us to upgrade well then I will with another internet provider!!! read more

Spotty internet and returning was a hassle. Better to go with Spectrum in Charlotte NC

One star is too many--i would give Google Fiber negative stars if i could, but they definitely don't deserve any stars. i had an account for SIX years, current and on auto pay--I even changed the payment method. i am the owner of the house, but they allowed someone who was just living with me cancel my internet service without consent or permission--he just called in and cancelled my service AFTER a DV situation that left me injured. so like I REALLY needed my internet because of my security cams, and safety. after they cut my internet, I lost my cameras AND access to the SIMs with the recordings of his @buses. i also lost the 1TB of cloud storage, which left me to almost lose my email AND my youtube channel, but i was able to save it after deleting as much storage as possible--pics of my dog who passed away last year. Also, mind you I am a home operated business, so I rely on active internet service. Despite cancelling MY account without even calling me to verify (they sent an email, which I don't generally check on a Sunday after a DV situation, but even the email didn't look noteworthy when I saw it after I called them when the service stopped working). i had actually been having a lot of issues with it that same day, and it was down all mornig, and other issues for the month prior. Also, mind you, the internet line got cut after I served the person an eviction notice FOR cancelling my service, and the Google Fiber box to him for his account (which somehow, as the homeowner, I was not able to cancel to reinstate my account, despite HIM having cancelled mine). Also, mind you this oerson is twice my weight and after my cams were down, he ramped up his @buse, and would act differently when he knew I was recording on my phone. I ended up having to get security service for their cams because they run off cell towers. It also took me from Sunday to Saturday to get new service due to all the DV during the week, getting a PO, so on so forth. The bew service said "NOBODY BUT THE ACCOUNT HOLDER CAN CANCEL SERVICE." While Google had justified cancelling an active account with "sometimes people move and forget to cancel service." This is an owner occupied property, I literally operate my business from MY home, and I'm growing my YouTube channel--I had zero They never verified that with me, and I was on the phone with them the month prior, which I have audio recording from that with zero indication that the account should be terminate. They are STILL charging me for cancelled service AND sending me emails to update my payment because it's about to expires--threatening to cancel service that is no longer is active. They have done nothing to remedy thinsituation, and all i get is dismissed and treated like garbage. Google Fiber does not care about anything but their bottom line. They don't take care of long-term account holders, and they don't fix their mistakes or have sufficient policies in place to verify fraud or whatnot. They also did not consider before cancelling the property owner's account of 6 years that other internet service was in fact available to the other party--my new service allows TWO accounts on the property, while Google only allows one. Anyways Google Fiber caused me thousands and thousands of dollars in damages, and they're lucky I am even here to say this because they willfully were party and acted to intensify the dangerous situation I was in. Fortunately the Judge accepted my request for a PO, otherwise I am pretty sure I would NOT be here to warn people: I would NOT recommend google Fiber to my friends, family, clients, neighbors... NOBODY. Please do not get Google Fiber. read more

About a week ago, around Tuesday 10/15, we scheduled to have Google Fiber installed yesterday, Tue 10/22. Scheduling the appointment was quick and easy. But on Friday 10/18, I return home from work to find my brand new xeroscaped front yard torn up with work crews tromping around my yard, as well as my neighbors yard, where they had dug a big hole into their yard. When I asked who they were and what they were doing only one of them spoke a little bit of English and said they were with Google Fiber and installing the line to my house. I told them that my appointment wasn't until Tuesday (10/18) but they said that that was only for putting Google Fiber into my house. The work team then left without finishing their job, and without any explanation, just leaving a mess in both my and my neighbors yard. When I called Google Fiber support to see what was going on and when my yard and my neighbors yard would be repaired, she told me "I don't know. They are third party contractors that we can't communicate with." I told her that was not a good answer, as I needed to tell my neighbors why they had a giant hole in their yard and when it would be fixed, and she just kept telling at me that there was nothing she could do or say. So I asked to speak with a supervisor, who told me that there is no way they could guarantee that they would cover any damage they or their work crews would do to our home or property, but that I could call my landscapers and pay out of pocket for them to repair my yard and my neighbors yard then submit an invoice from them along with a Request for Compensation form to Google Fiber and they might pay me back. They also told me that since the third party contractors they choose to use aren't tracked by Google Fiber, who only knows the status of their work once the contractors choose to report it (which mine still hadn't reported that they had even started yet), they said their work crews could still be planning to come out and work at unknown times and days at my house. When I asked why wasn't I at least told to expect these work crews, I was told that "Google Fiber doesn't think it was important information needed to be given to customers." The Internet itself has, so far been okay, and the tech's who installed the Internet inside my house were great. But the complete lack of care and professionalism displayed by their outside work crews, third party or not Google Fiber continues to use them with no oversight, is frankly horrifying. So I am now left having to either plan on putting in several hours of work myself on my own weekend to fix the damage to my yard and that of my neighbor's, or to pay to have my yard and my neighbor's yard fixed in the hope that they will pay me back. But any company that has this level of unprofessional dealings with their new clients does not bestow faith in me that they will make things right. Thanks for taking away my time, money, and weekend Google Fiber. I guess we will be looking somewhere else for the new Internet for our business, since I can't have this same type of behavior disrupting our company too. read more

Assholes. These jerks have been coming to my door for YEARS trying to sell me their services - it doesn't matter how many times I tell each of their door-to-door salesmen I'm not interested, they continue to come every couple of months. At this point I consider it harassment and wonder whether it would be worthwhile getting a court order to keep them off my property. I WOULD NEVER SUBSCRIBE TO THESE JERKS!!!!! read more

I have been trying to get my internet fixed for 2 months now. They always say they will call me back but never do. THEY ARE AWFUL

Google fiber service is extremely unreliable. I switched ISPs from Comcast/Xfinity 2 months ago for faster speeds and reliability. Four days ago the Google service went down and has yet to be restored. I've been in constant contact with Google through chat and phone, and they keep telling me the service is expected to be restored within a few hours, but the few hours pass, service is not restored, and they say the same thing -- wait a few hours. Obviously Google's estimated times for when service will be restored are not based on what may actually be happening, but are generated to keep the customer content. I run a business out of my home and must have reliable internet service, or at least a company that can give me a reliable time to expect service to be restored so I can plan a work-around. In over 15 years with Comcast/Xfinity, I never had an outage go for longer than 12 hours. I'll be switching back. I just checked Comcast/Xfinity's rates and they can give me the same speed (1g) for less than Google. Comcast/Xfinity has its own problems (weak customer service), but at least its service is reliable. read more

Google fiber agreed to bill me after the 22nd of each month because I only get paid once a month they have billed me every month on the 13th causing me to overdraft every month!!! If they would have been honest I would have moved along to someone who could read more

My internet has been down since 1:00 am Wednesday October 25th. It is now 8:53 pm Saturday October 28th. You can't talk to a person. The technician working the outage has no clue. In fact last night he told me he understands the underground but not in the air. I think he is the only one working the problem. Google clearly has abandoned their Fiber venture. I'm calling the hated Comcast first thing Monday. At least they fix their issues. Don't sign up for Google Fiber. it's great until it isn't. read more

I echo what prior reviews have stated. I would not recommend moving to Google Fiber. The first few months were great. However once we started having issues, they have been nonstop. Our internet connection drops about every 30 minutes. We have been in contact with their support team for months. Similar to other people's experience, we get escalated to their level 2 team who never responds back. Our issue is apparently pervasive as there is a known issue ticket we were added to over 2 months ago that has still not been resolved (meaning there are many others out there having the same issue as us). The support folks are typically very pleasant to speak with (we did have one person that was pretty rude) but they are not able to actually help with anything. All they are able to do is say "yes you are on the level 2 ticket and the issue has still not been resolved" but are not able to given any sort of status update or provide any sort of ETA for when the issue (which again has been going on for over 2 months for multiple people) is expected to be resolved. I never thought I would say this after waiting so long to be able to get on Google Fiber but, I regret moving from Xfinity which had its own challenges but the service was more reliable. read more

I had posted this prior to visiting the fiber space in Provo. The technician there looked at the situation and got an appointment for Monday. Because of the previous experiences, I felt I needed to post into the community as well. The technician did show up on Monday and called in their local support to rehang the line; which they did. I do appreciate my local support regarding this issue. The portion of this that still irks me is that the support line and initial reporting of this issue couldn't be addressed when I had originally requested similar support in August of 2019. Otherwise, I've been very satisfied with the quality of the network and how I've been treated as a customer. I hope this can help the distant call support centers tie more closely to the local locations you serve. read more

Everyone I've talked to has been very kind which is why my rating is two stars as opposed to one. I set up an account in early April l but couldn't get wifi connected so I had someone from google fiber take a look and he said that there was a problem that they needed the construction team for. It is now mid June and I've had one other person come out to take a look only to tell me the exact same thing and that he couldn't do anything without the landlords approval (I am the landlord and have been trying to get this fixed for months). I've spoken with numerous people on countless occasions, all who have been very kind and makes it seem like they are helping but they then promise me someone will be out within 48 hours which they never have been. I've had many unfulfilled promises and am really left to wonder if my issue is being worked towards at all. read more

Good service when it's working but it never works. My internet went out and they said it was three days until someone can get out to my house. Customer service was very rude. My service only worked for about two weeks. Cancelled it and still got charged for the entire month. Their installation at my home was sloppy at best. Overall bad experience. Maybe later they will get better but not until they can service their clients properly. From the attitude of their customer service I don't see that happening very soon. read more

DO NOT GET GOOGLE FIBER. They are terrible! I've been without internet for over a month. They have triple charged my account for one month when I was trying to get a refund for the months I didn't have internet because it was physically broken. They have horrible communication, and they can't figure out how to fix their product. They send guys out, and they say "oh I need someone else to fix this" and never send someone to fix it! They basically steal your money and force you to pay for a service that you can't use. read more

I can't say enough bad things about this company. In the middle of my service they cancelled my account and told me I needed to call to restart my service. When I try to restart service they tell me the only plan available is one that is way more expensive!! Total scam with tons of charges. Boxes constantly disconnect and need to be restarted. DONT GET THIS! read more

Im surprised to read all the negative reviews of Google Fiber. My experience has been really fantastic in every way. The staff at the store was very pleasant, and I was in and out of their office in no time. Setup was easy. I had one questions and when I called the person was great, and answered my question promptly and completely. I'm getting about 820mb up and down, way faster than anything I could get with cable services in California. Sorry I have to leave the state, have really been happy with this internet service. Oh, and by the way, I work from home and rely on the internet for my phone service, and to do remote work with others. So, Im a heavy, high expectations user. read more

The staff is friendly but the service doesn't work. Takes a long time to schedule service so you'll be out of internet for a while. Very spotty when it randomly does decide to work. read more

Google Fiber Internet service is complete garbage. Technical support "help" was no help at all. If you are thinking of using Google Fiber to play Xbox Live then think again, it will constantly kick you. This is particularly annoying when you are playing a game that requires a constant, stable connection to keep progression from being lost. And then when you ask tech support for help they will turn out to be incompetent and blame the problem on something else. I am a certified computer tech and I can tell you that Google Fiber is at fault for providing a crappy service. Bottom line: Google Fiber is a waste of money. read more

As a college student looking for a free internet provider, I was directed to Google Fiber. The salesman pulled out all the stops for me to sign up for a bigger plan, but having sales experience myself, I insisted on the basic plan advertised for 0$ a month. He told me I needed to provide credit card information to put down a 10$ deposit, but that the deposit was all they would use it for, and in case something ended up broken or missing, they could charge my account and hold me responsible for it. I consented and gave them my information. Too good to be true? Yep. A few days later, the installation man came. As he was leaving, he dropped the last tidbit that upset me. He said that even though we signed up for the basic plan for 0$ per month, they would be charging my card 5$ per month for taxes. Had they told me when I gave them my card information, this would not have bothered me. However, I didn't know this until after the installment was complete and the guy was heading out the door. So, as it turns out, the free plan isn't free either. I'll be looking for another provider. Even if they don't offer 'free' internet, I'd rather have my money going to an honest and straight forward business than to one who tolerates lying to customers to get business. I'm sorry, Google Fiber, that this low review ended up on your page. In reality, it was your hired representatives, a company called 'Nelson' wearing Google Fiber shirts, that provided me with the false information that led to me signing up with you. They're great salesman; they'll tell you what you want to hear, but at the expense of the integrity of both their company and the company they represent. **Note to customer service: I submitted my feedback to the automated feedback request on 9/4/2017. It is 9/8/2017 and I haven't heard anything back from you. Thanks. read more

This is possibly the worst service I have ever had. We waited 3 months to get internet and never got it. Ended up going with Xfinity and SO glad we did. They are ridiculous and couldn't tell us specific dates for anything nor did they know what needed to be done to get us installed. Worst customer service experience ever. Would also tell us that if you put money down to solidify your account that we would have it in the next couple of days and well here we still are almost 4 months later with no internet so thanks for making Comcast the better choice!! read more

Great service! Nothing beats free, fast internet. The guy came out and set it up really quick and we've never had problems with the router

When we first installed Google Fiber 2G technical performance was fine. It seemed they were working out the kinks. However, in the last two months, there has been nothing but problems. There are rampant performance issues--loss of service every 10-15 minutes for two or three seconds, intermittently slow Wifi, devices unable to connect, etc. All of these problems have been documented (ping -t, speed tests, photos, etc.) and shared with Google Fiber. Recently, five technical teams have come to the house, dozens of long service calls/chats with Google Fiber Support, escalation to Google Fiber engineering. None of this has helped. Technicians now sheepishly admit many other 2G customers in the area are struggling with similar problems but Google Fiber is unable to fix (even acknowledge) the underlying issues. When I call for help I only get canned, ineffective support. Google Fiber cannot be recommended. Stay far away... read more

When we first moved in we were set on getting google fiber because of a positive experience at our previous apartment down the street. It did take a couple of months of having to stream with our phones but we did eventually get the service and I have been impressed. We've only had to reset the router 2 times in 3 years and the speed is really good. I regularly get 250 mbps up and down with speed tests. With a hard line we get upwards of 1000 mbps. It really is good service. read more

If I could give negative stars, I would. If you are reading reviews to make a decision on an internet / tv provider, I STRONGLY suggest you stop reading this review, stop looking at Google fiber, and choose ANY other provider possible in your area. By far, the WORST billing process Ive ever encountered. So bad, I don't have time to list all the issues. Im just warning you so you can avoid the many many headaches. Not only that, when watching tv it freezes (Id say at least once a day where I only watch TV about an hour a day) to where I have to change the channel then change it back for it start working again. When I go into my bathroom my connection becomes very slow to where I turn my wifi off and just use my phone provider services. Netflix continously freezes, sometimes will not even load. Trust me when I say this, do yourself a favor and choose another provider. In my complex, they will only allow Google Fiber, no other provider can install here. I can't wait till my lease is up. read more

If you could give this place negative stars, I would. I went in today with the intention of signing up for the no coat promotional internet plan for Provo residents. The apartment we just moved into was already wired with the jack so all I needed to do was sign up for an account and pick up the equipment. I just left a place where five guys were using the free 5 meg plan at the same time, and I never experienced any problems with it being slow for what I needed to do. I figured that with it just being my wife and I, this plan would be sufficient. I have never had a worse experience at any type of store. The sales lady was so pushy. Once she found out that I only wanted the no cost plan she became extremely rude. She would not let it go even after I repeatedly said "no". She mocked my decision the entire time and even tried to convince me that my wife would be angry with my choice of internet plan. I am so extremely offended. If you have any other options for internet please DO NOT visit this store, and certainly DO NOT ever buy anything from them. It is embarrassing that the City of Provo let such an organization set up here. read more