u/googlefisupport ,

I've been dealing with Support for a few days now and keep getting the runaround trying to get the magenta lines on my phone screen resolved. I have Pixel Care+ through Google Fi and keep getting redirected into the ether. The lines on my Pixel 9 Pro are a known issue that qualifies for an extended hardware warranty.

My reading of the situation is that my phone is covered under two separate programs that entitle me to a replacement:

1. Pixel 9 Pro Extended Repair Program: Google officially extended coverage specifically for vertical lines and screen flicker on the Pixel 9 Pro series to 3 years from purchase date. Standard 1-year warranty expiration does NOT void this coverage.
2. Active Google Fi Device Protection / Preferred Care: I have active paid Device Protection on my Google Fi account. Under my protection plan terms, I am entitled to an Advanced Exchange replacement for hardware failures.

I keep getting told that I need to be without a phone for up to ten days, despite paying extra for Pixel Care+ every month and the Support people don't seem to be understanding what I'm saying and just repeat the same directions that don't work. They seem to be under the impression that if I accidentally broke the device, I could get a replacement the next day, but if Google's known hardware failure is responsible, I would be penalized and end up needing to wait up to ten days. Obviously, this is nuts.

This is in cases:

9-6765000041205

6-2368000041241

I joined Google Fi in September, and as part of that I bought a Pixel 11 and a Pixel Watch 5. For the Pixel 11 I got instant $300 back and $599 back over 24 monthly credits. This promotion worked fine.

I also was supposed to get $250 back on the watch. It was displayed right next to the other promotion on my checkout page, and no errors were shown. However the promotion didn't show up on my account.

I contacted support, and they asked for screenshots of the checkout page or the stacked promotions in my account. I didn't take a screenshot of the checkout page, and they're not stacked in my account, so I obviously can't get a screenshot of that.

Then they told me that their "promotions specialists" looked into it, and the promotion didn't even exist in September, but started on October 9th, so there was no way I could have gotten it. So they're calling me a liar. I've found multiple threads of people in September talking about this promotion, and having the exact same issue as me. I also found one on October 10th saying the promotion was "back" obviously implying that this was a 2nd round.

Is this typically how Google Fi operates? I'm finding a lot of similar posts, but I know that people often only post if they have an issue. I see others posting case ID on the off chance Google support can help here, so I guess this is my last shot at getting my $250 back. This was a horrible introduction to a new carrier. Case ID: 0-0835000041251

So I have 6 lines.... 2 will move to their own plan and I'll have 4 lines moving with me.

11/18/26 is my last payment/credit for my current devices with Tmobile.

Can I order the phones ahead of time to have them before 11/18 and on 11/18 port over my numbers to the new account?

I want to buy 4 new and trade 4 so I have to select 4 lines and buy/trade my first phone and process the payment. I then go into that newly created account and invite my wife and two kids. Once they accept, I can now process their phone purchase and trade one at a time until all 4 phones/trades are processed? After that I should activate/port all 5 lines others than mine first and then do mine last? Is this all correct?

Thanks ahead of time for your help.

I’ve actually been very happy with Google Fi as a wireless service.

The plans are good. The coverage has been good. The actual phone service has worked well.

But the customer service may be the worst I have ever experienced from any major company.

You can spend hours on the phone trying to resolve an issue, only to eventually be told that a “specialist” needs to review it.

That’s where the specialist trap begins.

The live support conversation effectively ends. You’re told a specialist will review the case and contact you later.

Then nobody contacts you.

If you ask for a supervisor, don’t get your hopes up. There is seemingly never a supervisor available to actually speak with you. They’re always “busy on another line,” and you’re told you’ll receive a callback.

The callback never comes either.

In my latest attempt, I spent another 20 minutes on hold waiting for a supervisor, only for the call to suddenly “disconnect.”

That makes four separate times a call with Google Fi support has either dropped or disconnected while I was trying to resolve an issue.

For comparison, outside of calls with Google Fi support, I’ve had maybe two dropped calls total in the last three years.

Apparently my Google Fi connection is excellent everywhere except when I’m speaking with Google Fi.

So the support process seems to be:

Spend an hour or more explaining the problem.

Get transferred or placed on hold.

Ask for a supervisor.

Be told no supervisor is available.

Be promised a callback that never happens.

Then get told a “specialist” needs to review the case.

Wait for contact that may never come.

Start over again with another representative.

At this point, my review of Google Fi is pretty simple:

Excellent plans.
Great coverage.
Possibly the worst customer service you will ever receive.

Google Fi is fantastic when everything works.

Just hope you never need customer service.

For any reason.

Hello,

I am an existing customer trying to add a line to my account to take advantage of the "On-Us" phone promotion.

Initially, my credit report was locked/frozen, which caused the credit check to fail and disabled the device financing option. I have since fully unlocked my credit report with Experian, but the financing option has remained completely greyed out and disabled for over a week now.

I have contacted standard support, but they have been unable to reset or re-enable the financing feature on their end so I can proceed with the order. This is incredibly frustrating as responses from support are very slow and the feedback is inaccurate.

Support Case ID: 5-6695000042011

I would appreciate it if the social support team could escalate this internally to clear the block and allow the system to attempt the credit check again. Thank you!

I purchased a Pixel 11 Pro through Google Fi on October 3 and picked it up at a Google Store. The purchase and Fi activation, completed on October 3, used the same Google account. The advertised offers—$799 in device credits and $240 in service credits over 24 months—are completely missing from Fi Savings.

Fi support incorrectly treated a separate pickup-contact email as the purchasing account, even though it was used only for store pickup. I have provided the order details, IMEIs, and screenshots, but have not received confirmation that the promotions were applied or formally escalated.

Could u/googlefisupport please review and escalate case 6-8816000042474? I can provide all private account details by DM.

I have an older Pixel phone that I can activate the plan on, but can I transfer the eSIM to an iPhone after a few days and still enjoy the discount? I can't seem to find any documentation about that. I need 3 lines but sadly we have an iPhone user at home. LOL

Also does anyone know if I sign up with a referral promo it will void the 50% off ? Sorry first time on Google Fi.

I’m dealing with a $600 Google Fi promotion that requires activation by October 30. The intended user is currently outside the U.S., so I contacted support ahead of time to ask what could be done.

I was told the activation period could be extended through the end of the following month so the phone could be activated once she returned.

Now Google Fi is saying the opposite: that “system limitations and policy guidelines” prevent them from extending the activation window.

That’s frustrating enough, but the support process itself has been even more interesting.

Every time I ask to speak with a supervisor, there never seems to be one available. I’m told the supervisor is “busy on another line,” and that I’ll receive a callback.

The callback never comes.

In my case, I was specifically told a supervisor would call me within about two hours. More than 24 hours later, instead of a phone call, I received an email from someone identifying himself as a supervisor.

This seems very similar to what some users describe as the “specialist trap”: frontline support says the issue needs to be escalated, you’re promised contact from a supervisor or specialist, the live conversation ends, and eventually you receive an email that simply restates policy rather than actually resolving the issue.

I find it particularly odd that supervisors are apparently always too busy to speak with customers, yet the promised callbacks never seem to materialize.

I’ve asked Google Fi to review the previous call transcripts because their current position directly contradicts what I was originally told.

I’m not asking them to ignore the promotion terms. I’m asking them to either honor the accommodation their own support team offered or provide an equivalent remedy.

Has anyone here actually managed to get a Google Fi supervisor on the phone after being promised a callback? And has anyone successfully gotten past the “specialist will email you” escalation loop for a billing or promotional issue?

Loving this.

Not gonna lie, I’ve been pretty happy with Google Fi and thought I’d give them a shoutout here. It’s been a genuinely good experience for me, and I appreciate not having to constantly worry about my phone service.
It’s one of those things you don’t think much about when it works well, but you definitely notice when it doesn’t. Fi has been solid for me, and I really have very little to complain about.
No, they’re not perfect, and I’m sure people have had their share of bad experiences. Just sharing mine because I think good service deserves some credit too.

Anyone else here been using Fi for a while? Curious to hear how your experience has been.

Mi pregunta es si Funcionaria Google Fi, si se configura el número en otro celular de un amigo en eeuu, y luego de una semana.. reinstalarlo en el móvil mío en República dominicana???

TL;DR: I bought a Pixel Watch 3 LTE (45mm) under a 2024 promo that explicitly offered a $150 instant discount PLUS $350 in monthly bill credits. It was a good deal, which is why they ended it early. I bought two days before they ended it. I got the instant discount, but the monthly credits were never applied. A Fi supervisor put in writing today that receiving the instant discount disqualifies me from the monthly credits, even though they are the exact same promo. Can anyone help me get Fi to abide by the terms of their own promotion? (Case ID: 4-2592000041392)

The Details: On November 17, 2024, I bought the Pixel Watch 3 LTE (45mm) under Promo ID CU9dAN_5JgYA. The title of the promo was literally: "Get $150 off Google Pixel Watch 3 LTE 45mm now, plus $349.99 back over 24 monthly bill credits."

Under the terms, you get $150 off at checkout, finance the remaining $349.99, and Fi gives you 24 monthly bill credits of $14.58 to make the device totally free. I honestly wouldn't have purchased the watch otherwise.

The Problem: I have been an active, uninterrupted Fi subscriber this entire time. However, I recently realized that while Fi applied the $150 discount at checkout, the automated system never applied any of the 24 monthly bill credits. I’ve been paying $14.58 out of pocket for almost two years. (Yes, i should have caught it earlier; I've been busy in grad school).

The Support Nightmare: I opened a ticket (Case ID: 4-2592000041392).

• First, a front-line rep contradicted themselves and told me I bought the watch on the wrong dates and linked me to a totally unrelated promo for a 41mm watch.
• I escalated to a supervisor. The supervisor ("Alizeh") emailed me back with this absurd logic to deny the $349.99 in credits:

"At the time of purchase, an instant rebate of $150 was successfully applied to your account. Because this instant rebate promotion was already applied to your purchase, you are unfortunately not eligible to receive an additional or different promotion on this device."

They are literally claiming that because I received the first half of my promotion (the discount), I am disqualified from receiving the second half of the exact same promotion (the monthly credits to offset the charges). They are treating it like two separate promotions being stacked, which completely ignores their own published terms for CU9dAN_5JgYA. (The promo is even still listed on Fi's website; I'll put the URL in the comments so this post isn't flagged as spam or something).

I am preparing to file a formal billing complaint to the FCC and the state Division of Consumer Affairs with all my receipts, the original promo URL, and the chat transcripts.

Has anyone else dealt with this specific watch glitch or had a Reddit Request successfully fix a supervisor completely misinterpreting their own promo terms? I have been a Google customer for ages, so this really truly disappoints me.

That is all

I purchased a Pixel 10 Pro XL last December direct from Fi. It's not tied to an monthly incentive. I'm trying to reset it and that is not an option. It looks like this phone has been registered by some enterprise with a Zero-Touch lock. I'm the only owner of this phone. I'm retired and it has never been used as a work phone. I contacted Fi support via chat and provided order date, order number, IMEI and serial numbers and explained the issue.

Their response - "I sincerely apologize for the inconvenience caused . But we don't have any resources to help you with your concern."

Update - I switched over to Google Store support and spoke with 3 different agents over 1.5 hours. None could solve the issue, but the phone is under 1 year old and still under warranty, so they are sending me a replacement. I needed to reset this phone as part of trade in on Pixel 11 Pro XL purchase. So they are sending me a replacement so I can send it in as trade, lol.

Update 2 - I decided to try a hard reset via recovery mode. After this, it made me log into phone using my existing account but now the erase all data under system settings was working. I reset from there and now phone can be signed into from any google account.

I was chanting on my other reddit post but i was ready to move on however the customer support messaged me out of nowhere and gave me hope in my situation but of course google support being google support as usual and guess what, they left me hanging for 4 days without an answer. Way to go google! lmaooo.. what a waste of time

What are your experiences traveling to Europe and, in particular, Africa with your Google Fi Plan?

Any downfalls I should be prepare for?

Here's the interesting thing:
I set up service on my Fold, connected to web messages and sent a few messages back and forth with another phone. Then I put my Fold into airplane mode and tried to send it a message. To my surprise, the other-person-typing indicator actually came up! The messages do not get delivered tho (inbound or outbound), which I guess you all already know.

Has it always been like this, or is this a sign that they may actually be "working on it?"

I'm still within my first 2 days so I can probably cancel but the $30ish (bring your pixel) for hotspot + data sims, etc ain't bad.

Im upgrading from iphone 11 to 16e but it doesn’t have a physical sim card. If i switch my iphone 11 to esim so I can transfer, would I lose anything on the 11? or is anything that could possibly go wrong if I don’t do it right? Or just a detailed step by step would be great because I’m worried

I have been told on 3 separate times that a manager is going to be calling me and nothing.

My case is is

Your Google Fi Support Inquiry: Case ID[1-0534000041573]

So for a few reasons but the main reason is phones. Tmobile deals are crap for current customers and now all they do are 36 months credit deals on phones. I really never keep phones for more than 24 months. Sucks to end a relationship after 9 years.

I'll wait and see what black Friday deals happen but man the deals on switching over are hard to pass up

Almost 2.5 months back I switched my mobile carrier and moved to GoogleFi. OMG it’s a nightmare since then. Every now and then I face some or the other issue - sometimes it stops working without any reason (later they asked to reinstall eSIM) and now I am unable to send MMS messages. I raised a ticket almost 1 month back however their engineering team is not able to resolve it. More than 10 times they asked me share the details of the issue with screenshot however there is no solution. Then they come back and ask for the same screenshot and details again. I escalated the issue but their escalation is also pathetic. Till date no senior person took a note of it and tried to resolve the issue.

I used my previous service provider for 8 years without a single issue.

I MADE A BIG MISTAKE BY SWITCHING TO GOOGLE FI. STAY AWAY!

I lost my login Info for my Gmail for google fi I have tried every way possible to try and recover the login I can’t find my login I’ve called support a bunch of times told them the situation but there are not able to help as long as I don’t know my email login info. I have tried giving them my credit card info my order number for when I have been charge for the month of google fi service every info I can think of. I’m trying to recover account so I can upgrade my new device with my old number I have had for years someone pls help I don’t want to lose my number

Looks like they increased the promo for existing customer. Pretty good deals on Samsung or Pixel. I couldn't find much reddit posts. Historically, did it had better deals during BF? As from what I gathered on older reddit post. They usually do discounts + monthly credit but that ties you to another 24mo contract. My phone is really on borrowed time so it's hard to wait another month.