Mario P Lwd
map-marker Sandy, Utah

Setting up google fiber

There is a google fiber box in my front yard but my house is not slated to get google fiber. I have galled google but all they basically say is we're sorry but you cant gave google fiber. Pretty ridiculous.
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Loss:
$999999
Pros:
  • No pros at all
Cons:
  • No feedback

Preferred solution: I would like google fiber offered to me when you're data bix is smack in my yard.

User's recommendation: Fight for your chance to get service from a companybthat uses your property to profit from and you have no access to their product.

Micah O Eqt

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Verified Reviewer
| map-marker Kansas City, Missouri

Router hard reboots on 2.0 upgrade service - no fix NO CUSTOMER SERVICE

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I upgraded to google 2.0 internet service a few months ago and my router hard reboots several times a day. I ghave had multiple tech reps out and they have replace the router and still no fix. I was told I need to buy a new router from a different source and it would resolve the problem. I am asking for a credit to help cover the cost of the router. I have been a customer for over 5 years and paid more than 5000 to google for their service. I have tried all their fixes and none of them work. They have credited me $40 to my account. I have called several times, chat messages for hours and had multiple techs out to my house. Their only support move is to have another technician come out to my house. I dont want a 4th router that wont change anything for this known google fiber 2.0 issue. I dont want to waste any more of my time or googles time. I want an inconvenience credit so I can go buy my own router to use on this service. The customer service is horrid. It doesnt matter if you talk to a representative or a manager or even a support trouble ticket supervisor. They all have the same script. All they do is try and send out a technician and do the same thing. They dont understand what really needs to be done. They are not empowered to resolve issues, its like talking to a robot. They all say the same thing and Ive talked to at least 10 different people. I dont want to keep escalating this issue, I just want my router to stop hard booting. I want a credit for my inconvenience so I can go buy a non google router and get this working
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Loss:
$200

Preferred solution: $200 credit so I can go buy a router

User's recommendation: If you get 2.0. Fingers crossed you don’t have the same issue I do

SAUNDRA S Mhe
map-marker Kansas City, Missouri

Internet is not working

I work from home this is costing me 250 dollars a day. Even since u brought out 2 gigabyte service my 1 gigabyte service has been awful. I pay 70 dollars a month GET IT TOGETHER GOOGLE THIS IS RIDICULOUS ot any more nn
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Loss:
$250
Pros:
  • At moment finding hard to find one
Cons:
  • Outage and always rebuffering

Preferred solution: Let the company propose a solution

Anonymous
map-marker Kansas City, Missouri

Service isn't working/ went back on their word about the free internet

Google fiber promised me free internet if I paid 30.00 for one year. I did. Now after 7 years they have change their minds and want to charge me thirty dollars a month. They turned my internet off until I agreed to pay the 30.00.
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User's recommendation: Google Fiber cannot be trusted.

Tyiesha Ggc
map-marker Tulsa, Oklahoma

Complaint

I called the customer services number and the first representative he did not introduce him self it seems he was sleep and I asked him if he understood what I was saying and he hung up the phone the second representative she introduced her self her name is Claudia and she was kind of awake what I asked if she speaks Spanish so we could communicate well both of us since what happened in my first call and she say yes I speak Spanish but I she stated that she was not able to speak Spanish and I told her my issues she put on hold and she came back to me and it seems she put and she was laughing with the others and I told her I wanted to speak to a supervisor and she stated a supervisor would call me back in an hour and she stated that whatever she was going to do I spoke with Alegandro the supervisor and he was not help out when I was complaining of the customer services and I told him I wanted to speak with a manager and their was no manager that he was the only highest management in the call center
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Preferred solution: Let the company propose a solution

Jeffrey B Zhp
map-marker Kansas City, Kansas

Horrible tv service (that is down every day)!!!

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For paying over $230 every single month, you have totally scammed us "stupid" customers that have internet and your (soon to retire) fiber TV service. Horrible reliability with your feeds!! Don't use Google!! They are more interested in taking your money, than providing any kind of reliable service
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Loss:
$2300
Cons:
  • Service
  • Rip you off

Preferred solution: Full refund

User's recommendation: Avoid this company, you WILL be sorry, if you dont.

Anonymous
map-marker Nashville, Tennessee

Roku models with voice control for use with Google fiber

No one called back, I went ahead and scheduled a Google Fiber installs. Great. don't try contactng Roku customer service.fiber installation, which went perfectly.
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Chad S Gdp

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Verified Reviewer

Pleasant and easy

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Simply wonderful when google saved the day when those *** at century link wouldnt install the service they promised they would when they would. Left home early to have internet and all I got was an email and a 40 minute long call with a representative that sounded dead to the world, sympathetic but dead as a horse. Probably deals with calls like this all the time. When she offered me $50 off my next month I called google right away and BAM. Thats when google made it happen. They would be there TOMORROW AFTER work so I wouldnt have to go home early for the same reason and risk annoying my boss. AND no payments until next month! How could I have been so ignorant to googles amazing service. Those *** at century link will learn from their mistakes but google will always be #1
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Pros:
  • Speed

Preferred solution: Nothing

User's recommendation: Don’t think just call

Charese Mcv
map-marker San Antonio, Texas

I changed to google fiber because they said is amaizing but guess what it sucks

What is going on guys ...... outage two day in a row but you r getting my payment always you should fix this *** we all need the internet to work school
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Tina H Lwj

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Verified Reviewer

I cancelled my service in November. Payment just came out.

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I CANCELED my service early November. Today is Dec 13th and they still drafted the Google payment from my account. Im hurt and upset. The Customer Service was excellent and my payment will be refunded. But, Im still upset the took my money after I canceled.
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Loss:
$135

Preferred solution: Full refund

User's recommendation: If you cancel, make sure it’s definitely CANCELED

Anonymous
map-marker Kansas City, Missouri

Pay bill

I keep putting in my information but it saying there is an error I've entered everything requested but still shows error don't know what to to do same account as ever just needed number on back of card gave that but still won't take it
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Anonymous
map-marker Provo, Utah

WiFi not connected to phone!

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When I looked at my phone I noticed I was no longer connected to the WiFi so I called customer service and was helped
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Preferred solution: Apology

User's recommendation: Heck yess

Arthur B Aaq
map-marker Denver, Colorado

Payment problems

Need payment arrangements because covid issues interrupted payment. Need phone service as soon as possible
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Preferred solution: Let the company propose a solution

User's recommendation: Allowing calls to Google fi when service interrupted

Anonymous
map-marker San Antonio, Texas

Internet service down

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Recently the internet was down in my neighborhood for 5+ hours which it is really inconvenient since I work partly from home, so I had to find a place to do my documentation else where. I got an email from you giving me a few cents discount which I think it is ridiculous amount of credit since the internet was out for hours, I had to go to a coffee shop, spend some money to buy a drink (an extra expense) and you just give me a few cents back. How is that ok?
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Teresa G Yqp
map-marker Durham, North Carolina

I haven't had internet since yesterday at 6 pm

I cant get thru to anyone on the phone. I have tried disconnecting the tv from power and unplugged the internet box and waited many times. Nothing is happening
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Loss:
$50

Preferred solution: Internet back on

User's recommendation: Don’t expect to get anyone on the phone quickly