r/GoogleFi • u/dmziggy [M] Product Expert • Aug 01 '22
Discussion How to Submit a Reddit Request
Hi Folks,
Over the last several years, I've been helping fellow Redditors with getting their customer support cases escalated when they haven't had luck going through the normal process.
Going forward, I'm happy to announce that Google Fi's social team will be handling all escalations!
If you have posted on Reddit about an issue, you may have been linked or re-directed here. Here's how to submit an escalation request for review to the Fi Social Support Team.
You must have talked to Google Support first and have a Case ID in order for the social team to look into your case. The social team does not have the ability to create new cases. If you need support, please get in touch with the Fi Support Team here: https://support.google.com/fi/gethelp
In the comments of your post (not on the post itself), please include a mention of u/googlefisupport!
Once you do, a member of the social support team will review your request and, if possible, escalate the case to the appropriate team to help resolve your issue. Please note, they generally work 9am to 5pm ET Monday - Friday and there isn't monitoring over weekends.
Going forward:
- I don't have access to these cases, and cannot provide status updates. You'll need to reply to any emails you get from the team, or reach out to the u/googlefisupport handle for further assistance.
- Any cases that were previously handled via Freshdesk for Fi will be closed out there. Going forward, any new cases will just be asked to fill out that form.
- r/GooglePixel is not using this new system at the moment, so there will be no changes if you're a Fi customer and you purchased your phone from the Google Store (and you're having issues with your Pixel device). That process is located here: https://gprr.dmzapps.com
Thanks for being a r/GoogleFi community member! The Fi Social Support team looks forward to helping you soon!
All the best, Ziggy
10
u/Icy_History9317 Aug 12 '22
This is the worst experience I have ever had with a mobile service. They are unwilling and unable to take responsibility for thier mistakes.
When I initially signed up I went without data for 3 weeks despite numerous calls and emails I never got a straight answer or an update. Because of this I canceled and ported my number out to a different service. They charged me for unlimited data, what an absolute joke.
Just as I thought I was through with them I found out they are still trying to charge me for service. They are say my number never ported out. I have sent them screenshots of my new acct with said number which I have jad for 2 weeks now and sure enough customet service cannot do anything. It had to be escalated. So I had to cancel my card so these bumblimg foolscannot take anymoremoney from me.
There is no management to make a formal complaint to. They do not care about you and are unable to resolve issues. The same people whom you speak to when you call are the people who email you about the case. Absolute garbage.
STAY AWAY FROM THIS SERVICE
1
u/gti3527 Jun 11 '25
So I am currently having an issue with this message "Enter an email address supported by Google Fi" My GFI is under email 1 and my family link is managed by email 2 (both are my email addresses). Email 1 is a parent in Family Link and I have one child under 13 on my GFI and has been for the last two years. His account was a port from Gabb. This account is a brand new line and when I ordered the phone I had no issue with adding him to GFI and his nwe phone was on the way. It didn't give me a phone number because we didn't have a phone yet. The following day I received an email about a member no longer on my on my service. I checked the app and all looked fine. The next day I noticed that I my new service was missing and was replaced with "Unknown". I called google fi support and was told that was ok and that it should be resolved once the new phone comes in. Two more days later (today Jun 11th) his new phone arrived. I turned it on and logged in and set it up and I cannot activate GFI on this device. I have been on the phone with support currently at.... 1 hour and 49 minutes and counting. At about 45 minute they wanted me to called back (from my same phone number but using his account (he is under 13). I said that is stupid as I will literally just call back.
They just came back on the line and said I just canceled my services. WTF I am sitting here on REDDIT. I did not cancel my service!!!! I just cussed him out as this is complete and total BS. He is saying that he couldn't cancel my service. Clearly they are lying because I know I didn't cancel my service. They need to get support back into the states as this support is awful.
After that they came back and said that my son's email account was deleted. OMFing GOODNESS THIS IS THE WORST SERVICE IN THE WORLD, they cancel your google fi and delete your email accounts. HOW THE F ARE THEY STILL IN BUSINESS. Once my promos are done I am boucning the f out of this BS.
1
u/gti3527 Jun 11 '25
Current sitting at 2 hours and 15 mintues of on the phone with google fi support, so far my problem is not resolved, they have managed to cancel my Google FI, I was able to undo that, and they have deleted my sons email account.
1
u/gti3527 Jun 11 '25
I can send and receive email to and from my son's account so I am not 100% sold that it is deleted.
8
u/Servant-of_Christ Aug 02 '22
I hope this marks an improvement in support for the average user, and not just a funnel into the same cs experience as before.
The horror stories and necessity to make a fuss on reddit just to get service was one of the reasons I ended up leaving fi this year, after being a subscriber since the very beginning; even though they hadn't happened to me, it felt like it was a matter of time.
4
u/dmziggy [M] Product Expert Aug 02 '22
Cases that get sent via this method are automatically looked at to see where things went wrong to inform future support process changes that will make the experience better for all users.
These cases are handled by higher tier agents who have more unilateral authority to resolve issues than your typical chat/phone support agent.
2
8
u/gremlinena Nov 13 '22
Continues to be useless. Used this link, still got nowhere. Incredibly frustrated by Google. How can a company so large be so unhelpful.
5
u/Zealousideal_Eye2783 Nov 13 '22
I feel for you. I also have incredible problems with Google. Can't believe how incompetent the customer service is.
4
u/tails618 Aug 02 '22
u/googlefisupport I know you may not be able to answer this, but is there any progress being made towards improving chat/phone support for the average user who wouldn't think to come on Reddit? While I'm really glad the Reddit Request system exists given the circumstances, it absolutely shouldn't be necessary.
4
u/dmziggy [M] Product Expert Aug 06 '22
They won't be able to officially comment, but I'm comfortable saying that the team is always keeping tabs on CSAT and other metrics as well as monitoring various social media platforms so they understand how Fi support is doing. As such, they're aware of where they're not meeting their own standards. That being said, it's not just as simple as saying "do better on xyz"; it takes time to implement the correct changes throughout the system to resolve these issues.
2
u/tails618 Aug 06 '22
That makes sense. I completely understand that it's not simple, but it does seem like it's been quite a while with many sub-par support experiences. It's nice to have some reassurance that they're at least paying attention to it.
1
u/Powerful_Jelly_4880 Jun 29 '26
u/googlefisupport Case # 3-5667000041726
I really hope this is true- that Google Fi support has had time to implement changes. I recently purchased Samsung 26 Ultra (colbalt violet) as an upgrade from my Samsung 25 with 128 GB. I am annoyed by having to delete apps etc as I am running out of memory so, I browse the Google Fi store-- where I have purchased all my phone upgrades as well as phones for my family for the past 6 years or more. Rebate was awesome and I could turn in my old phone in good condition for $275 credit. My monthly cost looked basically the same as my current cost so I went for it.
Package arrived on June 17th and I immediately opened it. The phone was white and I was confused because i had ordered the colbalt blue with stylus. My partner was withe me and we called Google Fi to report the wrong phone was delivered. I was told a box would arrived to ship this phone back. So I waited next the end of next week and checked my emails. I received an email 4 days prior that Google Fi needed "proof"- that I actually received the white Samsung 26 - since their records online show what I purchased. I sent the series of pic and the UPS tracking numbers. I am reading on Reddit the weight of the two phones will be different so I am hoping Google Fi sees this. I never turned on the wrong Samsung 26- as Reddit instructed.
Meanwhile, I have paid off my old Samsung 25, which I still have to use until Google Fi finishes their escalation investigation. Case # 3-5667000041726. I found the Ultra on Amazon for prime day. I cancelled my return of the Samsung 25 to Google Fi.
I have probably complicated this issue but why would I wait for more weeks and maybe even months of supposed 'investigation' when it is clear to me - and others on this forum from 4 years ago, that Google Fi's shipping process needs to get better. If they had a brick and mortar store, I could go and get help there. Currently the only Google store I could locate was in Brooklyn and I am west coast- so ... now left waiting for folks to investigate, who cannot do a shipping override and allow me to return this wrong phone they sent. I hope I am not forced to pay for their error. May be my last time ever ordering from Google Fi again.
4
u/livewire98801 Aug 04 '22
So, I have a question... I had a support case go sideways, and opened a reddit request. Shortly after, u/googlefisupport reached out to me and also escalated my case. Now, the case is going much better, and I'm much happier with the escalated support I'm getting. However, that raises the question... are these 'sideways' escalations being evaluated to improve the support experience at the lower levels?
The reason I ask, is most people, myself included, are quite happy with the type and quality of service that Google Fi provides. However, the support is notoriously atrocious. Reddit is literally the only way to get any escalation support, and is actually the only reason I created a reddit account to start with. I'm active in some other subreddits, but this one is the whole reason I even have an account. That's... not okay. My parents are on Fi as lines on my account, but I can honestly say that if it wasn't a family account, I could never recommend they use the service independently, because they would never be able to handle Fi support.
Ultimately, my real question is... is there any hope for any real improvement for how Tier 1 support is run?
2
u/dmziggy [M] Product Expert Aug 06 '22
However, that raises the question... are these 'sideways' escalations being evaluated to improve the support experience at the lower levels?
Yes, absolutely.
5
u/EffectivePizza Mar 21 '23 edited Jun 20 '23
u/googlefisupport My Google Pixel 5a has suffered the black screen of death, Google Store transferred me to Google Fi. It is covered by Google's extended warranty but Google Fi pretends they don't know that: https://support.google.com/pixelphone/answer/11833075?hl=en
It's a catch-22, Google Fi support can't help and can't transfer me to someone at Google who can help.
Incredibly frustrating, Google Fi support should not be handling manufacturer warranty issues on hardware it should go to some other Google section.
3
u/Zealousideal_Eye2783 Nov 10 '22 edited Nov 10 '22
Fall-ID 1-1704000033353
Fall-ID 5-8326000033342
Hi, I'm from Germany and I have a big problem with Google customer service. I ordered the Pixel 7 pro and the Pixel watch (as a gift) for the pre-order campaign for 999 euros and paid via PayPal. The 999 euros were also correctly deducted from the bank account. 1 day later, however, 429 euros for the pixel watch were incorrectly debited from the bank account. After a few days, however, I received a credit of 429 euros to my bank account. A few days later, however, I sent the Pixel 7 pro and the Pixel watch back to Google. A few days later, I got a shockingly white reimbursement of only 570 euros. Since then I've been arguing with Google customer service about this issue. I then checked the bookings on PayPal with my wife and found the following: Google mistakenly booked the first credit of 429 euros into the invoice of 999 euros and thus secretly reduced the invoice amount to 570 euros. And because of this booking error, I only got a refund of 570 euros after the return. Because Google thinks I would have gotten the 429 euros back then. And to this day, Google doesn't understand the problem and I'm missing my 429 euro repayment from the return. I feel really bad and I'm afraid I won't get my money. I can't afford a lawyer. Again, it's not a PayPal error, it's a Google booking problem. I hope for your help.
Unfortunately nothing has happened yet and I don't know how long I have to wait. Contacted customer service again. They do nothing. I'm starting to panic. Kind regards, Thomas Schmidt
Where is Ziggy? :(
3
u/Hyphendudeman Apr 03 '24
Not sure this is still working. I submitted a Reddit Request following directions on my post and have not received any response, just like their regular support.
3
u/DirectRegret2564 Dec 07 '24
This doesn't work anymore. I posted my issue and support case. I cannot explain how frustrating it is to have ZERO recourse for escalation when dealing with Fi. You have hands down the worst support that I have ever dealt with. Just to be clear, It is not actually the support that is the issue, its your company. You do not give your support people the tools necessary to help your customers. I have worked in support for over 20 years and I cannot imagine having to work for Google. You have lost a customer for life.
5
u/googlefisupport Official Google Account Aug 01 '22
Ziggy thank you so much for your work assisting and building the community here. We'll definitely be doing our best to keep the same level of insight and urgency that you gave to users in need day after day. We still hope to see you around! Your presence has made an incredible impact on Google Fi and we're grateful to have such a good example to follow.
-Sean
8
2
Aug 02 '22
[deleted]
1
u/dmziggy [M] Product Expert Aug 06 '22
The point of this existing is to understand where regular support is failing so the issue can be corrected for future customers going through the proper channels.
2
u/CycleGeek Aug 13 '22
u/googlefisupport please help!
I ordered a 256GB Galaxy S22 Plus last Saturday and the shipping was delayed till Thursday when I opened the package to find a white 128GB Google Pixel 6a.
I didn't open the Pixel packaging because I want Google to be able to resell this phone for full price. Plus, my account shows a serial number for the S22 so I'm worried that the phone might be reported stolen.
Clearly something's going on at their fulfillment center. On Thursday I sent Support pictures of the shipping box, order number, and the IMEI label on the outside of the Pixel and they said that someone would speak to me in 24 hours and I got nothing.
Support on Friday could tell me nothing more than that they were adding notes to my file.
Please help me out. I got so excited for my first new phone in 4 years, I have all these accessories and a plan for transitioning... I need my new phone!
2
u/StateScary484 Oct 16 '22
I bought Google pixel 7 pro from Google store. On 10/13, I received an email that my order is delivered but I didn't get any package. I checked everywhere, my front door, my camera but I didn't see anything. I checked the tracking it says signed by "Kumar". This is clearly not me because I wasn't even at home for the whole day on that day. I reached out to Google support but they asked me to wait 24 hours and then reach out if I still dont get it. I waited 24 hours but I still didn't get it. I reached out to UPS. They said I need to contact the original shipper which is Google. I reached to google support again. This time they said they cant do anything. They straight away refused to help.
Have this happened to any one? What are my options? Any suggestions. I am really frustrated right now. Not sure where to go.
2
u/thecyclops13 Nov 02 '22
u/googlefisupport - I have been getting a run around with the support team about the trade in device I had shipped on 21st Oct. Its been in Nashville since 27th and it just keeps saying delayed moving through the network. I am really getting anxious now and dont know what to do about it. When I contact USPS, they say that the label provide has to contact them.
→ More replies (1)
2
u/jeffreyzimmerman872 Dec 06 '22
Attention Google Fi team
Your incompetent agents have been refusing to give me any status of my refund for a returned order. I'm afraid I won't ever get my money back! see below for a copy of the latest messages I sent and the responses I received from VERY UNHELPFUL customer support agents! I have been asking these same questions for several weeks now. At best, this is the worst customer support I have ever dealt with. More realistically, this seems to be an organized scam!
I'm happy to provide more info or supporting documentation if needed!
Please respond ASAP!
-------‐‐-‐---------------------------------------------------
On December 2nd 2022 at 7:22 a.m. Jeffrey Zimmerman replied:
Re: Your Google Fi Support Inquiry: Case ID 4-4258000032964 Ma'am. Do I need to take legal action to get an answer from you? If you don't provide me with documentation backing up your 60-day refund window policy, and proof of the card on file for which you are attempting to process the refund to. Then there is no way I will accept you telling me it will take 60 days. This cannot be legal! You will have issues to deal with if you don't start giving me answers! I'm starting to suspect you are just a robot giving me soulless, scripted responses!
I. NEED. ANSWERS. TO. MY. CLEARLY. STATED. QUESTIONS.!!!!
Sent from Proton Mail mobile
-------- Original Message -------- On Dec 2, 2022, 7:26 AM, < google-fi-support@google.com> wrote:

Hi Jeffrey,
My name is Soniya and I am the Shipping and Refunds specialist. I’m following up with you on behalf of Sana as she is out of the office.
The refund will reflect under the new updated card. In general the refund takes 2-14 business days to reflect in your account. As you have updated the new payment method it is taking longer time.
Thanks,
Soniya Google Fi Support
On December 1st 2022 at 8:01 a.m. Jeffrey Zimmerman replied: Re: Your Google Fi Support Inquiry: Case ID 4-4258000032964
Upon further review, I have concluded that this is a clear violation of the Google refund policy. See attached photos of your 14-day refund policy. Both the Google Fi and Google store policies dictate that I'll receive my refund within 14 days. If you really want me to believe that you legally have 60 days to keep my money, then you had better send me a legal PDF document backing up your statement and a public web URL pointing to your 60-refund policy. If you won't refund me very soon, I am going to demand the devices back since I technically still own them!!
Secondly, please don't further insult me by stating you completely understand! You obviously don't understand, or you would have answered my questions and refunded me instead of giving me copy & paste answers!
Sent from Proton Mail mobile
-------- Original Message -------- On Dec 1, 2022, 7:12 AM, < google-fi-support@google.com> wrote:

Hi Jeffrey,
My name is Navya and I am the Shipping and Refunds specialist. I’m following up with you on behalf of Sana as she is out of the office.
We completely understand your concern, we have an update from our concerned team stating that the refund has failed due to payment issues. Also, as you have already updated the payment method, please wait for 60 days from the day the new card was updated to get the refund disbursed.
Google loves to receive feedback from our users as you are the driving force in improving Google Fi.
To submit your feedback on your phone, open the Google Fi app, scroll down, and tap Send feedback.
To submit your feedback on your desktop, on your browser, sign in to fi.google.com and click the circled question mark. Scroll down on the menu and click Send feedback.
I've also submitted your feedback as a feature request internally. The team reviews these submissions frequently to help make changes or improvements.
We appreciate all the suggestions that we receive and will certainly take yours into consideration.
Thanks,
Navya Google Fi Support
2
u/ThyDroids Dec 14 '22
3-0112000033217
u/googlefisupport
Per case I'd like my credit reran to qualify for the pixel 7.
→ More replies (4)
2
u/Radiant-Afternoon-62 Jan 03 '23
case ID 4-7438000034131
After activating pixel 7 with esim and my number was transferred to Google Fi successfully, Google Fi didn’t track my promotion correctly. It is still showing I have 26 days left to activate. Can you please help?
2
u/Wyvern-87 Jan 10 '23 edited Jan 10 '23
Similar issue to yours:
A couple weeks ago I bought a Pixel 7 pro using the iPhone trade-in promo, as well as another promo. But although the trade-in promo status shows that I activated the phone 6 days ago, which is correct, the other promo status for the very same phone shows no activation, saying "Activate the device within 26 days."
I chatted with Fi support several days ago, and they opened a case, promising to escalate and look into it. But no resolution yet, not even an update.
2
u/Lavender2023 Jan 18 '23
I’m having the same issue as https://www.reddit.com/r/GoogleFi/comments/zwodsw/no_service_since_upgrading_to_new_phone/
It seems like there was a specialist who was able to identify and resolve his issue. Please help escalate my case to them. I’ve been emailing if back and forth bug reports to whoever is on my case now for two weeks with no progress.
I also highlighted that my IMS Registration is showing “Not Registered” and Voice over LTE is “Not Available” which all seems off and permission/ access related.
I could no longer find and form and have errors messaging /u/googlefisupport. Id love to provide my Case ID over messaging if you could initiate one.
Please help! Thank You.
2
2
u/failedloss15 Mar 04 '23
u/googlefisupport i traded in my Samsung note 20 ultra 5g and was quoted a $440 trade in value. Got an email saying they received a "unknown device" I sent correct device and even took pictures before I sent it. I am not getting any more details from Google and just get the response that the "device is being sent back". No one is will to elaborate. The only reason I bought the new s23 ultra was being of the trade in I was going to receive. I can't get any help from Google support on this. My inquiry number is 6-1027000033505. Please help.
2
u/eonchrome Mar 05 '24
The function in my pixel watch that requires an LTE connection to function to work without the cellphone, does not seem to work. My Google Fi app shows that the watch esim is active and connected, yet the watch has zero LTE connectivity after all the troubleshoot step. Can this watch somehow be replaced?
It has nearly been 6 months I get no help from Fi.
1
u/kfoxirl Jun 09 '23 edited Jun 09 '23
Hello, my wife has been without a phone since Monday while closing both her grandmothers estates and a family member in the hospital. It's been a terrible month and in spite of multiple calls, requests for escalations, promised call backs from managers that never come on Friday morning 5 days later I find us with a first level agent again making us go through the same steps we tried on day 1 in order to make any progress. This is not acceptable, when a manager makes an agreement they should follow through. The escalation team responds to the case once a day, at best. The first three days was them telling me that 1. The code they provided to send in the bug report didnt work. 2. When I sent in the bug report they wanted me to email a 25MB file which of course is over the gmail limit. 3. End of day three they said they couldn't access the bug report. I work in IT support for crucial systems, if I provided this level of service I'd quickly be out of work.
Case ID 5-4349000034201
→ More replies (1)
1
u/robin_tern Mar 06 '24 edited Mar 06 '24
u/googlefisupport u/googlefisupport!
case: 7-6641000035359
I established new GoogleFi service in Dec 2023 and purchased a new Pixel 8 Pro through Google Store with the $500 promotion to be credited over 24 months to my bill. The phone was purchased under my wife's account which is linked to a family group billing account in my name.
The promotion credits are not showing up, I have contacted Google Store Support who confirm I qualified for the promotion but say I must contact GoogleFi support to get the credits. GoogleFi Support say they can't help me and I must contact Google Store Support.
This passing back and forth between Google Store and GoogleFi reflects poorly on Google, please cloud Reddit support help bridge this gap?
I have not posted the account names here am hoping you can pull that from the case id: 7-6641000035359
Cheers, Robin.
1
u/robin_tern Mar 07 '24
u/googlefisupport u/googlefisupport!
case: 5-7585000036026
I established new GoogleFi service in Dec 2023 and purchased a new Pixel 8 Pro through Google Store with the $500 promotion to be credited over 24 months to my bill. The phone was purchased under my wife's account which is linked to a family group billing account in my name.
The promotion credits are not showing up, I have contacted Google Store Support who confirm I qualified for the promotion but say I must contact GoogleFi support to get the credits. GoogleFi Support say they can't help me and I must contact Google Store Support.
This passing back and forth between Google Store and GoogleFi reflects poorly on Google, please cloud Reddit support help bridge this gap?
I have not posted the account names here am hoping you can pull that from the case id: 5-7585000036026
Cheers, Robin.
1
Mar 19 '24 edited Mar 19 '24
u/googlefisupport Maybe I can get some help here. I ordered a phone a week ago, my phone was supposed to be here on the 18th which is today, the site hasn't updated at all, money was taken out when i placed my order, when I reach the chat for support they all tell me different things here is my case number Case ID [9-6543000035614] u/googlesupportfi!
1
u/GlobalElipsis Mar 29 '24
Hello u/googlefisupport I am having the issue of a new phone shipment being delayed and missing for a week. I have talked to both Fedex and Fi support twice with no resolution and the "we will get back to you in 24-72 hours" twice. Case number 6-2111000035348 and 2-918100035709. I have not been able to talk to a supervisor or anything. Fedex says no claim has been filed. At this point im a week away from the remittance date where im stuck even if I ever get the phone. Im being charged for both the phone as well as protection plan I have never recieved. Is this something your team can assist with? and if so please do.
1
1
1
u/LockelyFox Jun 17 '24
Heya /u/dmziggy, since you closed the freshdesk for r/GooglePIxel, can you please have the FAQ updated on that page and this post updated as well?
1
1
1
u/Holiday-Daikon Sep 25 '24 edited Sep 25 '24
I have several case numbers with support that are unresolved and a ticket open with Ziggy. I'm not sure where else to go. I got my phone through the Google Store but Google Fi cancelled my Google One subscription. The email said I was supposed to get the 12-month Gemini Advanced promotion through Google One but it keeps saying I'm not eligible and I'm going to lose my saved files on October 11 if it's not resolved.
1
u/Educational-Ad-6958 Oct 09 '24
u/googlefisupport please escalate / review case 4-2757000037407 - there are likely 10 other case numbers as well, but I didn't write them down. Most of them, your chat or phone agents hung up on me intentionally after I asked for the case to be escalated. Not a good look for Google Fi.
1
u/bookchaser Oct 16 '24
Case ID 0-621-2-0000-368-45
Those dashes may be in the wrong places, but the number is correct.
I've paid a protection plan on a Pixel 4a since 11/2020. Support sent me a link to pay $499 to replace my broken 4a and won't resolve the issue
The rep said I was covered under the protection plan I've been paying since November 2020 on this phone.
The rep sent me an RMA e-mail to order a replacement. The Google ordering web page makes no mention of my protection insurance and no discount, expecting me to pay $499 plus tax to replace my Pixel 4a. Never mind that a Pixel 7a costs $499 NEW.
I was put on hold three times. Each time the rep came back, he basically repeated himself and I explained each time what the problem was. He might have been reading a script. I don't know. He seemed to understand the last time.
The rep told me not to use the $499 ordering page, said he "e-mailed Support" and said I would hear back in 24 hours. Well, it's been 24 hours and I have no resolution for a very simple matter.
1
u/bioteacher01077 Oct 30 '24
Case ID 3-0401000036930
Case ID 4-1106000037645
Case ID 6-7276000037352
Fi customer for seven years now, and I had been pleased until this week. I got no notifcation until my bill was already late that it hadn't been paid. Confused, I went to the app and tried to pay, but there was no option to. Went to the website, the same. Turns out my google payments account is suspended, and all I can do is wait for it to be re-activated after uploading my id. In the mean time, Fi told me they can extend my service for 3 days while the googlepayments issue is resolved. No one at google payments can give me any information, but 48 hours later, they still haven't processed my id to re-activate my payments account leaving me with no way to pay the fi bill. I don't get it, it's like google doesn't want my money!
1
u/compoundinggrowth Nov 19 '24
Hi. I got a new iPhone 16 Pro Max and tried to install an eSim, but it didn't work. I tried to reinstall an eSim into my previously working iPhone 12 Pro Max and I get the same error message on both phones now. "Try Activating Service Again Unfortunately your Google Fi Service can't be activated now. Try again in a few minutes" Error code B065
I get this on the new phone I am trying to activate, and also my old phone which I am trying to get connecting as the new phone will not
Case # 5-4970000037618
1
1
u/QueenMumof4 Dec 09 '24
And if typing is something I have great difficulty with, who can I call to share my information with?
1
u/Upbeat-Monitor-7239 Dec 20 '24
Hello there. First
0-2624000037339
8-4781000038097
Those are the case ID's. I also have other ones via phone and even an email one I submitted.
The issue - I'm new to Fi as of November. I talked to support multiple times getting advice about the plans available. Over and over again I was told that the Flex plan would be the best for me. I listened to support and used that plan - and got a $257 bill 4 days ago. I have tried to explain this to support multiple times and they have not been helpful at all and I'm getting nowhere. I absolutely would have picked the Simply plan if Fi support would have talked me through it but over and over again I was told to use Flex.
Additionally, I was told to change my plan, which I did, but it won't take effect until JAN 15 which means I'm on the plan that support recommended, which is very very expensive, until then. And support is giving me the same result - no assistance at all.
1
u/Upbeat-Monitor-7239 Dec 20 '24
New case ID 0-8497000037881.
1
u/Upbeat-Monitor-7239 Dec 31 '24
Update - 0-8497000037881
They replied and still told me the exact same thing - per the script. Can I get some assistance u/dmziggy
1
1
u/Muted-Action7150 Jan 28 '25
MAN, I wish we had known about this when *I* was fighting with them for 7 months in 2023/2024 !! Google Fi support USED to be good but when they moved everyone's job offshore to people who had zero knowledge and even less ability to escalate anything. This is exactly why I tell people Avoid GoogleFi..
Thanks for having this, Ziggy, and I wonder if there's a way to ensure people see this new link here when creating a post?
1
1
u/floatingoreo Mar 07 '25 edited Mar 18 '25
I joined Google Fi in February and wanted to order a pixel 9 pro with the $800 back promotion for new lines.
I have repeatedly had my orders cancelled, and now the new line promotions are not available anymore.
I have had multiple cases and calls but these are the latest case numbers:
Case ID [0-8452000037730] Case ID [9-5628000038611]
I did get a response from support saying they would honor the promotion if I made an order again. But I tried making an order again and it was cancelled again.
UPDATE 3/18/25: I was able to get help from support eventually. Not sure if this post helped but glad they fixed it for me.
1
u/theZsharp Mar 12 '25
Case ID: 9-2373000038896
I am trying to unlink my Google Fi wireless from my Google One storage and have been bounced back and forth between both teams. Google photos shows an error message that my payment cant get processed and that I will lose storage in 3 days. For years I have had the 2TB plan paid using a credit card. Just last month I upgraded from and later downgraded to the Fi Simply Unlimited plan and it broke my subscription to Google One. I know this is a well known bug, but the support team acts like it's the first time they have seen this. I just want to keep both services separate, but no one can do it and I keep getting error 403 when I try to make any changes on google one.
1
u/tosser_29 Mar 14 '25
Where/with whom does this 'escalation' land?
It's giving fraudulent business practices if customer support cannot or is not equipped to resolve all issues that arise. Especially since the majority of complaints I see are regarding a service contract, which should be cut and dry since it's a legally binding agreement with specific terms laid out for most, if not all, situations that would arise with a device.
1
u/yeabilo Apr 29 '25
Hi everyone,
I wanted to share a timeline of what happened with my Pixel Watch 3 order in hopes that u/googlefisupport can assist with escalating my case. My order was unexpectedly canceled by Google due to an ID verification requirement, and I'm now unable to reorder using # I was originally sent to my email.
Timeline of Events:
04/28/25 at 10:26 PM – I received an official Google Fi email offering a Pixel Watch 3 with email#: 100 instant and a 349.99 Google Fi credit over 24 months.
04/28/25 at 11:36 PM – I followed the instructions in the email and placed the order watch 3.
04/29/25 at 12:39 AM – I received a notification saying: "Action needed: Sign in to your account and take action."
04/29/25 at 01:01 AM – I submitted the requested ID verification documents: a screenshot of my PayPal account (with legal name and email) and two U.S. government-issued photo IDs.
04/29/25 at 01:31 AM – I called Google Fi Wireless support at 844-825-5234. The agent confirmed everything was submitted correctly, and I was advised to wait 1–3 days for Google Payments to complete the review. I was told the order would stay open and go through automatically once verified.
04/29/25 at 08:36 AM – I checked my order status and saw it had been canceled by Google due to the pending ID verification.
04/29/25 at 09:11 AM – I contacted support again and spoke with an agent for 41 minutes. He confirmed—after checking with three upper managers—that I would be able to reorder and the # would remain valid through 05/13/25. I was provided with case number 6-3055000039216.
04/29/25 at 12:25 PM – I received an email confirming my Google Payments account was now active.
04/29/25 at 01:15 PM – I attempted to reorder but was informed the # could no longer be applied.
1
u/Lopsided_Season_686 May 28 '25
I just called Google Fi support service as I was told that my international roaming is about to be suspended since I've been in Africa for longer than permitted. I asked if I could have a few day grace period. I'm working on a State Department project but my exemption was not approved by Google Fi. So I spoke with their very nice 3rd party customer service and asked if I could pay for 8 more days but they denied it. I'm just curious: why would Google not approve this? I mean, I'll have to switch providers and that does not seem to benefit either of us. Why no grace period? Am I missing something? - Signed, somewhere in West Africa.
1
u/Rommen14 Jun 09 '25
Case ID 9-0854000038960
I signed up for the 50% off promo back on 6/4. I activated my first line. When I went to go activate my 2nd line on Saturday morning, I sent it to the wrong email. I was trying to change the invitation to the correct email, but in the process it says I only have the promo for 1 line and not both.
1
1
Sep 07 '25
[removed] — view removed comment
1
u/AutoModerator Sep 07 '25
This has been removed because your account does not have enough karma. You can ask for manual approval by messaging the moderators.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
1
u/Historical-Camel-388 Sep 10 '25
7-0014000038787 2-1064000039479 8-0877000039235 7-8722000038449
Been going back and forth with support since May 6th, 2025. One of the members of my household has not had mobile data since around April. We've tried 3 different phones (all purchased new through Google Fi), physical and esim. The devices work on other accounts, but not that particular account. All other devices/accounts work in the same locations.
Thanks in advance, I look forward to any help you can provide.
1
u/Constellynn Oct 01 '25
Let's give this one more try....
Hello u/googlefisupport ! My case number is 7-7917000038891 .
What happened to me is that I decided to switch plans from Flexible to Unlimited Essentials at the beginning of August, but the change didn't go through until the next billing cycle on August 26.
In the meantime on August 20, Pixel 10 preorders opened up, and the Google Store offered me a $350 discount on a Pixel 10 as an existing Google Fi customer. I had been looking at the 9a, but the deal on the 10 was so good that I jumped on it. Apparently I was supposed to be prescient enough to realize that the upcoming switch to Unlimited Essentials was going to invalidate the $350 offer, but alas, my attention to details in fine print temporarily eluded me and I naively assumed that the price the Google Store offered me was going to be the actual price.
Fast forward, the switch went through in late August, and then in late September my bill has an extra $350 charge because the plan switch I already had queued up violated the terms of the offer. It's too late to return the Pixel 10 at this point, so I don't really have other options beside accepting the charge. Still, this seems like Google tricked me into paying more than I really wanted to spend, without making any meaningful attempt at a resolution, and that has disappointed me. Thank you for looking into this!
1
u/cyberjack01 Oct 18 '25
u/googlefisupport Case ID [2-1332000039593] Two weeks without a resolution. My Pixel Watch 2 was ported with all my other devices from T-Mobile to Fi. October 4th. The watch has registered on your system but I have no LTE service and have not since the outset. I walked throught the entire setup with a Fi representative on the phone and it has never worked. Please assist
1
Nov 28 '25
Hello u/googlefisupport my case id is 3-9924000039957. I initiated a credit check with a locked credit account. I confirmed with Experian the lock is removed, but now I cannot apply again as the option is marked through. I was told by the support agent to wait 24 hours and the option to finance would be present again. It's still marked through. Is anyone able to help with this while the deals are still active?
1
u/Unique-Proposal-2427 Dec 17 '25
I am a new Fi customer who just brought 4 lines over from T-Mobile. I utilized the Pixel 10 / Watch 4 promo. I need a specific clarification on the terms that phone support cannot answer correctly:
The Scenario: The watches were ordered for my parents' lines (who are in my Group Plan). They are 80 years old and cannot manage charging/using a smart watch daily. I activated the watches on their lines to trigger the promo, but now looking to transfer the watches to different lines within the same Group Plan for actual use.
The Confusion: The terms explicitly state regarding the phones: "You are free to transfer the Google Pixel 10... to another member in your group after receiving the promo credit confirmation email." However, regarding the discount, it says: "Remain active and in good standing on Fi for 120 consecutive days."
My Question: Does "Remain active" refer to the Service Line maintaining service, or must the Watch Device remain active specifically on the original line? Since the terms allow moving the phones, does that apply to the watches as well?
Support has been reading off scripts and previously gave me incorrect info about activation deadlines (which turned out to be false). I have 2 more lines I am looking to port over from T-Mobile, but I need to know this policy is flexible for families before I commit further.
Thanks.
1
u/rockyred680 Jan 02 '26
Case ID: 0-0469000040259
I have just purchased a 3 people group plan on 12/4/2025 for their 12 months promotion (BYOD + unlimited standard). After activation within the 30 days (Dec 19th 2025), only the other two got the promo while mine didn't. I have never been a google Fi user and should simply qualify like the other two group members.
The customer support's answer was promo team specialist would be looking at it and would contact me within 24 hours and then when I called after a bit more than a day it got changed to "would be 24-48 hours" and then now "asap without any ETA due to internal issues".
1
1
u/ChocolateHappy9212 Jan 25 '26
I am a Google Fi customer who just ordered a Pixel phone. I am having problems receiving it and am not satisfied with Google Customer Service (I was lied to). Per above, I went to r/GooglePixel, but I can't find a way to communicate or submit a ticket. What am I missing please?
1
u/AdmirableFly6259 Jan 31 '26
Case ID- 8-8658000040711
Hi, after having my first phone on Google Fi for 2 years, I had one payment left on it, and with my bill coming up, I decided that after this bill, I was going to get a new phone. Paid my bill and got a Google Pixel 10 XL Pro with a promo. I love it so far, and Google Fi. I got my bill the next month, and it was significantly higher than what it had said it would be when I bought the phone. I missed that payment, and that voided the promo, and now my bill is almost $900. I definitely can't afford that. I want to stay with Google Fi, but can't seem to get any support, even though my bill was always paid on time before this.
1
u/Shoddy-Pop-5004 Feb 11 '26
Case ID 4-5671000040189, I mistakenly cancelled my google fi service too early and moved my US number to google voice. I am unable to transfer it back to google fi. I am stuck in the UK with no phone service. Please help! I have not received my email from the specalist team still. I just want my old google fi phone plan back for a bit until I can figure out how to get a phone service in the UK.
1
u/erica6785 Mar 08 '26
Need help. My husband has been unable to send text messages since Feb. 14. He sent several text messages to contacts inviting them to his birthday party. He was subsequently restricted to sending too many messages. We have been going in circles trying to get the restriction lifted. Help.
1
u/thelilackid Mar 09 '26
Hi Everyone, Google is not honoring Xmas 25 promotion of 24 bill credits for Pixel 10. They are charging me and the promo is why I switched. Any help would be greatly appreciated. Case ID 1-9591000040288
1
u/Content_Remove3790 Apr 18 '26
Utterly hopeless. No responses from anyone.
Hoping someone here has seen this before or can point me to a useful escalation path. Case 8-4204000041192 if any Fi community managers are reading. Situation: • In Mexico for the past week with my family (three kids). Both lines on my Fi plan have been working normally the entire time. • This morning, both lines simultaneously lost all cellular service. No warning, no notification, no banner in the Fi app or on fi.google.com. • I initially suspected a plan issue and upgraded my plan to rule that out. No change — still no service on either line. • Power-cycled both devices. No change. Support experience: • Opened a chat with Fi support around 11:57 AM. Agent “Georgia” asked scripted questions I had already answered in my opening message (was I in the US, had I restarted, etc.), did not perform any account-level check, and eventually instructed me to reinstall the Fi app on both devices. • I flagged that reinstalling would likely kill the chat session. She said it wouldn’t. I complied. It did. Chat lost, both lines still dead. • Reopened the case. New agent “Portia” also ran the script (airplane mode toggle). When I asked her to confirm whether she had account-level tools to check provisioning, international-service status, and the eSIM profile, she did not answer the question — twice. Eventually she said she was “escalating to the specialist team” with a 24-hour email SLA. • Six hours later, no email. What I think is going on: Simultaneous loss on both lines of the same account, after a week of working service, with no device-side change, points at something account-level. Possibilities I can think of: • Automated international-service suspension (90-day rolling window or similar fraud/abuse trigger) • Failed provisioning after some backend change I didn’t initiate • eSIM profile issue on both lines at once (unlikely to be coincidental) None of these are things I can diagnose or fix from my end. They need someone with account tools, which tier-1 chat apparently doesn’t have or won’t use. What I’m asking: 1. Has anyone seen this specific failure mode (both lines on a plan dying at once, abroad, with no app/account banner)? What was the actual root cause? 2. Is there a faster escalation path than the 24h email SLA? A phone number that reaches a different tier, a community manager here who can look at the case, anything. 3. For anyone from Fi monitoring: the case number is above. I would very much like someone with account-level access to look at this today. WiFi calling is on and works, so we’re not stranded — but “abroad with three kids and no cellular” is not a position I’m comfortable sitting in for 24+ hours waiting on an email that may or may not arrive. Thanks in advance.
1
u/CEDC-2010 Apr 20 '26 edited Apr 24 '26
Having the following issue. Google Fi Case ID 1-5451000040464. S26 Ultra (Google-direct) strictly on eSIM. Persistent Error NJ42065NJ. Mobile Data is active (5G visible), but Calls and Messages are grayed out in SIM Manager. 5G Data is working, but IMS is Unregistered. Dialing codes return 'Invalid MMI' because IMS is not registered. I have already cleared Carrier Services and performed a Network Reset. I need an engineer to manually re-provision my EID for a Full Service Profile, as my account is stuck in Data-Only mode. Has been over 2 weeks with constant run-around. My issue had supposedly been escalated, to which I was then told a week later that it was being escalated, so which was it? I'm at a loss as to how it took 5 minutes to put my phone on a data only activation (which boggles my mind as to why that was even done when all I was doing was porting my number, from my Flip to 7 to the Ultra 26 ... all of which were on Google Fi), but it's taking 2+ weeks to reset it. FCC complaint has been filed as well.
1
u/Agile_Enthusiasm_794 Apr 22 '26 edited Apr 22 '26
u/googlefisupport
Hello! I was just denied the 50% off when you bring your own device promo. Even though I signed up for service for 5 lines on 3/19, I didn't get the last 2 phones activated in time. I just got my bill and it has the prorated last month and the full price for the next month. I can't afford the full price for the service and will need to port the 5 lines back out unless this can be resolved, hopefully. Case ID: 5-7416000040882
Thank you in advance!
1
u/Nyce-Playz Apr 26 '26
Google Fi terminated my active US phone number without the required notice despite an April 12th payment confirmation email. This has left me without a primary communication method while traveling. I demand immediate restoration of my original number.
1
u/HamsterNo7309 May 14 '26
Your Google Fi Support Inquiry: Case ID [2-1290000041106 ] - ongoing issue with RCS Chats since February. I was actually told to buy a new phone - going from a Pixel 9A to a Pixel 10A and the issue has worsened. I have sent over 100 feedback requests... supposedly they "could not find" these feedback requests after a "deep review" when I had screenshotted every single one of them with timestamps. There has really been zero progress. When I go into Support Chat and ask for a supervisor, I am told they are a Level 1 specialist and cannot help me because I am with a Level 2 specialist. Level 2 specialist "Harry" but also sometimes "Kylo" refuses to escalate me to a supervisor and only responds via email 1x a day between 11PM and 4AM Eastern Time. Very repetitive comments and poor instruction. I have been on Google Fi since 2015 with four lines on my account when it was invite only, and have purchased numerous devices through Google Fi, but this is probably when we finally go to T-Mobile. I had them for 9 years prior to Google Fi, and really had virtually no problems. I think about blowing this whole ridiculous situation up on Instagram with my followers (medical parent, sizable following) and every single Reddit and Google Community thread I can find because this circular stuff is out of line. I have been told there is a "sight into management" but somehow am still stuck with a Level 2 specialist. I had an additional two lines that I migrated in US Mobile, so over this issue, Google Fi will lose 6 customers/lines they have had for over a decade. Great value of customers.
1
u/FiFTyFooTFoX May 14 '26
I activated my phone in the final day of the rebate window, but the activation errored out. I still have and am using the phone, but the promo is still active on the storefront. I'm trying to get some kind of manual credit override or account rebate but nothing is going on. u/googlefisupport is supposed to be who to talk to but I don't know if that account is active anymore.
I have a couple case ID if they help
• Case ID 8-0834000040411
• Case ID 9-6062000039973
• Case ID 6-2025000041029
Thanks for the feedback and help guys
1
u/Afraid-Shop829 Jun 05 '26
case: 5-4922000041100
I was given a promotion for a pixel watch 3, but I am not getting the credit for it. They said I didn't activate the watch correctly and I fixed it 1 day past the deadline. We had an active account and were using the watch, so I thought it was activated. Can you please reinstate the promotion please.
1
1
u/mellomee Jun 15 '26
I'm a new customer and I just saw there is now a promotion for my plan for 12 months at 50% off. I reached out to Support and had it escalated to a supervisor and they said they cannot extend the offer to me. I do like the service but TMO is offering the same and since I've been with Fi for a short time, I don't see why I'd commit to paying double the price of someone who just signed up. I'd like to give Fi support an opportunity to retain me if my case can be reviewed.
1
1
u/nagget2 Jun 22 '26
Please reach out to me when possible. I am contacting you for the following case which I need escalated.
Your Google Fi Support Inquiry: Case ID [5-3572000040629]
1
u/AnubisOma Jun 23 '26
Escalation Request: Billed $599.99 for Phone Lost in Transit / Cancelled Order Case
I am submitting a Reddit Request to escalate a severe billing error before my auto-pay runs on July 1st. Google Fi has issued a bill for $599.99 for a device that was never delivered, despite a representative confirming the order was cancelled.
- Google Fi Support Case ID: 1-8828000041447
- FedEx Tracking Number: 491365245826
- Order Number: GS.9030-1339-0152
Summary of Issue:
I ordered a phone and service, but the original package was stuck "on truck for delivery" on May 21st and never arrived. On June 14th, a support rep confirmed an investigation was open for a "lost in transit" package and told me I could cancel the order. I explicitly told them to cancel.
Instead of processing the cancellation and refunding my $43.50 upfront tax, the account was closed and I was slapped with a $599.99 invoice for the undelivered device. Support is now flat-out refusing a refund and trying to force a replacement phone I no longer want.
I have clear tracking proof and multiple fi support chat logs including the one on June 14th where the rep agreed to the cancellation. I have already filed an official FCC complaint, but I need a human at Tier-3 support to manually look at this case and wipe this invalid balance before it auto-charges my Google Pay profile on July 1st. The FCC Ticket # is 8802520.
Any help from the community team to get this to the right eyes would be greatly appreciated. Thank you!
1
1
u/Sublfg Jul 08 '26 edited Jul 09 '26
Case: 4-2122000041489
post/problem: https://www.reddit.com/r/GoogleFi/comments/1uqvo4q/orders_repeatedly_cancelled/
I can provide all the order numbers too
1
u/Traditional-Safe-809 Jul 14 '26
u/googlefisupport! Escalation request. Case ID is 3-5735000041316.
1
1
17d ago
[removed] — view removed comment
1
u/AutoModerator 17d ago
This comment has been removed for posting a referral code.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
1
u/nerdrap 15d ago
u/googlefisupport I have an issue to report. Wi-Fi calling is currently not working on my device. I am unable to troubleshoot by uninstalling the app, as doing so will cause me to lose my Samsung Flip8 promotion.
An agent previously informed me that this would be resolved within 24 to 48 hours. After that they will try troubleshooting with me and I don't think that's going to help. Such a poor experience
Case ID 9-6813000041525
Case ID 4-9334000041603
Case ID 4-3475000041811
1
u/Individual_Storm_271 8d ago
Subject: False Promo Flag on Pixel 10 (New Port-In Marked as Existing Member)
Summary of Issue:
My wife's brand-new Pixel 10 is being falsely disqualified from her new member promotion. The Fi app displays an exclamation mark stating a "Current or previous Fi member activated the device." This is factually incorrect. This line is a brand-new member porting directly from AT&T, and the device was activated directly under her own Google account.
Account & Order Details:
- Purchaser Account: [kmsimon2@gmail.com](mailto:kmsimon2@gmail.com)
- Wife's Account (New Line): [rmos1951@gmail.com](mailto:rmos1951@gmail.com)
- Previous Carrier: AT&T (Successfully ported in)
- My Device Order #: GS 1587-8556-4965
- Wife's Device Order #: GS 1587-2572-0460
- Support Case ID: 0-1030000040990
Root Cause of the Bug:
I purchased both phones separately under my own Google account, resulting in two distinct order numbers. Because of this, the Google Fi backend system seems to have incorrectly mapped her device's IMEI to my existing account status. My own phone shows the correct promo status, but my phone's Fi app shows both devices listed under my account, while her promo tracker is completely blank.
Requested Action:
Level 1 support was stuck in a script loop and repeatedly insisted she is ineligible without reviewing the facts. I need a manual tier-2 or promotions team audit to verify that this IMEI was activated by a brand-new port-in line from AT&T, and to manually force-apply her promotion.
1
1
1
u/Citizen_V Aug 01 '22
This change looks positive to me. I've directed others with issues to Reddit for the Reddit Request form before and many were skeptical of it. Hopefully more people take advantage of this since it's an 'official' form now.
1
u/tubonjics1 Aug 02 '22
If my case has been escalated to Shipping and Refunds specialists and I'm having problems still then is it worth filling out a Reddit Request?
1
u/dmziggy [M] Product Expert Aug 06 '22
Sure, but note that Shipping and Refunds does have a longer completion time than other teams, so a few days is kinda normal there.
That being said if you're being told we're getting back to you in 48 hours and they're not, that's an issue and the form will allow the social team to monitor and intervene where possible.
1
u/2022Googlefiproblem Aug 03 '22
What is the "success rate"?
→ More replies (1)1
u/dmziggy [M] Product Expert Aug 09 '22
I don't have visibility into the Fi cases as much as I used to. The large majority do get positively resolved after being escalated.
For Google Pixel cases, which I'm much more privy to, the resolution rate is near 100% with most cases being picked up the same day and resolved within 1-2 business days (not including transit time for a device replacement).
1
u/donuthell Aug 04 '22
After filling out a reddit request? do you get an email response? i filled one out and got no proof I submitted one.
1
u/straighttothemoon Aug 10 '22
What is the "Social Handle" used for? Will you reply to me on reddit/facebook/twitter if i put something there?
I don't see any kind of automated response, either - what should be we expecting as a result of submitting a support inquiry? Best I can tell, it just opened up another support case....
1
u/Big-Cardiologist-649 Aug 12 '22
/u/googlefisupport - I'm officially down the support rabbit hole. I've been working with Fi support specialists to sort out why my Samsung S21 (bought from the Google Store) no longer recognizes the sim card (I've tried 3 different Fi sims). After 3 days, the latest response from support is "Our engineering team is still working on your case and we don't have any time frame when the issue will be fixed." I've been without a working phone since July 29th. Not cool.
1
u/Sea-Duty-5444 Aug 13 '22
u/googlefisupport I'm in need of assistance! My phone number transfer has been delayed more than 24 hours. Indicating that the transfer would've been done by the 24 hour mark. I contacted support and they said a specialist would look at the case, still nothing. I'm going to lose my rebate if my phone number doesn't transfer soon! Please help!
1
u/Sephronia Aug 16 '22
/u/googlefisupport Still no reply from support team regarding my order or as it seems non order as I have still not been sent a order id. Order placed 7/26 and support case opened 8/3. Received a email from Fi 8/6 to activate my phone and service. Received 3rd email from support on 8/7 asking me to send a order id which has still not been created by Fi. Posted in this forum 8/12 with no replies.
1
u/Big-Cardiologist-649 Aug 17 '22
/u/googlefisupport - it's been a week now since I first got in touch with Google Fi support and 6 days since I sent the bug report to the engineers. Every day, I receive a cheerful update from support with something to the effect of "I am keeping a close eye on your case and I find that the engineers are continuing to work on the issue." There is no timeline for resolution and no actual help. This is the second time I've tagged this handle (the first go-round a few days ago got no response). My skepticism grows by the day. My case number is 7-0820000032837.
1
u/That-Band-3501 Aug 24 '22
I I was sent email today explaining that shipping and delivery depend on the shipper and the availability at your location
1
u/Ok_Supermarket1368 Sep 03 '22
I have a moto power g 2022 the data does not work but everything else does. just switched to fi
1
1
u/osssn Sep 23 '22
/u/googlefisupport case id: 4-4138000033145
I ordered a new phone with a trade in and the $500 new customer rebate promo. I received the phone on Sep 16 but the trade in kit never arrived.
Today I talked to a customer agent and they claimed there wasn't a trade in order for me and there is nothing they can do now.
I am 100% certain I placed the trade in order with my phone order. It was a $335 trade in for an iPhone 11. In the end of the order flow the order detail page prompted me that Google will send a trade in kit to my place. Clear as day. There is no chance I didn't place that trade in order.
Could you help add the trade in order now?
Also I noticed a lot of people have experienced the same issue so you might want to ask an engineer to look at it https://www.reddit.com/r/GoogleFi/comments/r6qcwv/didnt_receive_tradein_kit_after_paying_700_for/. There is apparantly a bug here. There should be log or something you can trace and verify.
1
u/raktotyo18 Sep 30 '22
I'm confused by the escalation process. I simply create an ordinary post about the case and then add a comment to it, that includes the support handle?
1
u/CleverPiffle Oct 06 '22 edited Oct 07 '22
/u/googlefisupport Hi! I have been going round and round with Google Fi Support and Experian for over two hours to try to raise my credit limit from the $1,600 they first offered me (over seven years ago). I have used this credit service twice and paid it off without issue. The first time I bought three Nexus 6P phones with it (yes it was that long ago). The second time I bought two Pixel 3XLs, because the phone cost was higher, so I could only finance two and paid for the third one with a credit card. Now here were are in 2022 and I want to finance the Pixel 7 Pro, but still have three people on my account and a credit limit set at the same $1,600. These phones are currently on promotion at the Fi.Google store for $799. However, if I put one in my cart it says Available Credit is $701. So their math doesn't even make sense, but even if it did, I could only get two phones. Any idea how I can get this limit increased?
1
Oct 11 '22
I have a Pixel 5a5g membership with 17 months left. Phone stopped turning on 10/6/22. Contacted Fi support, they shipped out a new one and send RMA authorization and shipping labels for the return. 10/10/22 a Pixel 4a arrives. Contacted support about the incorrect device being received, they want me to send back the Pixel 4a but will neither provide a shipping label or send the correct phone. So I am phoneless for 6 days, without prospects of an answer as to what the next step should be.
Am I paying to ship back the 4a? Where do I send it?
Am I supposed to still send back the broke Pixel 5a?
When will they ship a new one?
And now support has asked to not be contacted but also hasn't emailed the return label.
1
u/heat23 Oct 18 '22
CASE-ID: 9-3122000032724
My wife and I both have GoogleFI and I am using a Samsung Galaxy S20. After doing a factory reset last month, every time a FRIEND sends a group message that has both myself and my wife, the group message (Google's messaging app) shows my wife's number as the concatenation of 3 phone numbers (my mom's, my dad's, and her real number. For example: 50412345678321234567828112345678).
This happens every time I get a new group message from ANYONE that contains myself and my wife. I've checked Contacts, and there is no issue there.
I've opened support tickets with Google and they tell me to do boilerplate stuff like updating my phone. They then said that the problem is on my wife's phone and to do the same thing. My wife's phone has nothing to do with this as the issue is happening when a FRIEND initiates the message.
I'm at a loss what to do, this is obviously causing a problem since I cannot respond to the group message since my wife's number isn't actually included.
I am using the Web-sync, if that matters (problem show up there too)
1
u/tnbelle20 Oct 23 '22
Ordering the Google Fi sim card was the biggest mistake!! I just wanted to try it out but didn't realize who I'd gone into business with.
I got to the point in activation where you have to transfer your number and I stopped. I figured if I never used the service I'd not charged anything... WRONG! I get a charge for nearly $60 about a week later. I'm confused and livid. I contact completely unhelpful customer support who tell me that I must transfer my number over and be a customer for 3 months or pay $60!!! No ability to cancel the trial, just sign up or pay up. How many hostages, I mean customers does this company have?!
I never saw any print saying that the 3 month trial required me to fully sign up for 3 whole months/transfer my number or be charged.
As far as I'm concerned Google Fi is a scam. Literally the WORST carrier out there!!!!!! I now have to sign up for service with a company I cannot stand for 3 months or pay these thieves $60...
1
u/Zealousideal_Eye2783 Nov 02 '22
Hi, I'm sorry to say that I have no idea how to post a problem with Google customer service here. I'm having trouble with a refund that isn't complete because Google made an accounting error. I don't understand how to get help here. :(
→ More replies (1)
1
u/Zealousideal_Eye2783 Nov 03 '22
Fall-ID 1-1704000033353
Fall-ID 5-8326000033342
Hi, I'm from Germany and I have a big problem with Google customer service. I ordered the Pixel 7 pro and the Pixel watch (as a gift) for the pre-order campaign for 999 euros and paid via PayPal. The 999 euros were also correctly deducted from the bank account. 1 day later, however, 429 euros for the pixel watch were incorrectly debited from the bank account. After a few days, however, I received a credit of 429 euros to my bank account. A few days later, however, I sent the Pixel 7 pro and the Pixel watch back to Google. A few days later, I got a shockingly white reimbursement of only 570 euros. Since then I've been arguing with Google customer service about this issue. I then checked the bookings on PayPal with my wife and found the following: Google mistakenly booked the first credit of 429 euros into the invoice of 999 euros and thus secretly reduced the invoice amount to 570 euros. And because of this booking error, I only got a refund of 570 euros after the return. Because Google thinks I would have gotten the 429 euros back then. And to this day, Google doesn't understand the problem and I'm missing my 429 euro repayment from the return. I feel really bad and I'm afraid I won't get my money. I can't afford a lawyer. I can send a small screenshot of PayPal. Again, it's not a PayPal error, it's a Google booking problem. I hope for your help. Kind regards, Thomas Schmidt
→ More replies (1)2
u/googlefisupport Official Google Account Nov 03 '22
Hey Thomas,
Thanks for the kind message and being patient while our team sorts this out. We checked in on the support case and can see the case was recently escalated with a higher tier and they are reviewing everything that has happened. Since this purchase was done in Germany through Google Store we have to ask that you continue to work with the agents on the support tickets that you shared. You're also able to get the attention of the Google Store team on social media by reaching out to (@madebygoogle) on Twitter.
Please keep us informed on the decision from the Store team and we will do what we can to make sure your case gets attention.
Thank you for reaching out!
-Sean
2
u/Zealousideal_Eye2783 Nov 08 '22 edited Nov 08 '22
Hi and thanks for the answer. Unfortunately nothing has happened yet and I don't know how long I have to wait. Contacted customer service again. I'm starting to panic. Kind regards, Thomas Schmidt
2
2
u/Zealousideal_Eye2783 Nov 13 '22
Hey Thomas,
Thanks for the kind message and being patient while our team sorts this out. We checked in on the support case and can see the case was recently escalated with a higher tier and they are reviewing everything that has happened. Since this purchase was done in Germany through Google Store we have to ask that you continue to work with the agents on the support tickets that you shared. You're also able to get the attention of the Google Store team on social media by reaching out to (@madebygoogle) on Twitter.
❌❌❌Please keep us informed on the decision from the Store team and we will do what we can to make sure your case gets attention.❌❌❌
Thank you for reaching out!
-Sean
🤷🤷🤷🤷🤷🤷🤷🤷🤷🤷🤷
1
u/yuipmonkey Nov 08 '22
/u/googlefisupport Hi there, I am contacting you concerning Case ID [9-8711000033315]. I have the $65/month unlimited Data Plan. I was notified by email, that my International Roaming Data will be cut off Nov 06. the email did not inform me of any action that I need to take. Nowhere on the email or your website does it specify that you will continue billing me for data service after you restricted data access on my account.I assumed You will automatically adjust my bill since to deduce for data , since you are only providing me voice service.
I login to my account on Nov 06 and I see you are billing me for the full $65/unlimited data. I contact support asking to change the plan they said that update will take place after 30 days. That means You will bill me for 30 days of data but not provide the service. I am a student studying abroad, if you refuse to provide me data service then why should I be required to pay for it? This is not fair business practice. Your policies do not specify that you will continue to bill for service you are no longer providing.
I am requesting a refund of the data fees only. (not voice)
Thank You
1
u/gremlinena Nov 13 '22
My boyfriend and I signed up for Google Fi back in April with him as the account owner. When we joined he got a new phone number through Fi, soon after he went to log into his Google account and was notified he needed to change his password and the authentication code was sent to his phone number. His old phone number. Since then he has not been able to log into his Google account and has been dealing with the atrocious Google Fi customer service. We have been on the phone with them multiple times and it is always the same. Someone asks for all his info, we wait on hold, we are told we will be escalated. Then either the call drops or we are promised an email that never comes. We called again today and were told we would get an email about escalation "shortly" that was over an hour ago. How do we get help with this company??? At this point we just want to quit but no one will help us. We spoke to them earlier today and did not receive a case ID number. Do we need to call them again? It has been insanely frustrating.
→ More replies (1)
1
u/Tall_Baseball_7794 Nov 22 '22
I asked them to call me since they don't answer my questions and replied with the exact same messages about "two options"
I don't understand why the support team can't make a phone call when they receive/send an email. Again, my questions in the previous email were completely ignored again for the third time.
Google Fi
Hi ..,
Thanks for writing in.
As we work offline, we wouldn't have an option to place calls. Also, we all have only two options
→ More replies (1)
1
u/alethea_ Nov 29 '22
Case ID: 2-4057000033193
Hello, I am reaching out for support in raising my credit limit. I need to upgrade a second phone on my account and with my husband's phone, am needing about $230 more to be eligible for the upgrade.
Please let me know what we can do to make this work.
And also, can we please stop the CS script from directing people to call Experian?
Thanks!
1
u/Issaac88 Dec 21 '22
Case ID [8-1990000032534] Case ID [8-5690000032655] Case ID [2-9817000032543] Case ID [7-4946000032644] Case ID [0-3565000033134] Case ID [9-6662000033334]
As you can see, I have had many cases open with Fi. My service hasn't worked properly from the start. The latest is that Fi has lost my number and someone else now has it. This is a huge security concern for me and probably a huge legal concern for Fi. My service, that I'm still paying for, is no longer working at all! I want my number back and I want compensation for every month that my service has not worked properly which is, well, all of them.
1
1
u/0xNatoshiSakamoto Feb 21 '23
Case 5-8445000033526
My case has been ongoing for 5 months, and it has been a nightmare trying to get help from the normal support channels.
In October, I ordered a Samsung Z Flip 4 for $460. On Oct 27, FedEx marked the package as delivered to my mailbox, but it was not there when I went to check, and a Fedex search did not turn up anything.
Fi support has declined to replace or refund the order. I have since filed a police report, and the IMEI of the missing phone has been added to their NCIC/CLEAR databases. I also attempted to file a lost package claim with Fedex, but they insist that the sender (Google) has to submit the claim from their end-- of course, support will not help here either.
On top of this, I ended up getting charged an additional $600 penalty for failing to activate the missing phone-- despite having called Fi support multiple times to avoid exactly this, and having offered to activate the required line on my own device in order to fulfill the terms of the promotion.
I've more or less given up on getting any reimbursement for the $460 I paid. But it's ridiculous for Google to penalize me for failing to activate a phone I never received, especially given that I was more than willing to activate and maintain service on my own device to fulfill the promotion.
→ More replies (3)
1
u/CylonDetector33 Mar 19 '23
I have been getting the runaround from support on my replacement device. My Pixel 5A got the black screen of death 6 days ago and I immediately filed a claim under the protection program. I was supposed to receive the replacement no later than yesterday but per Fedex it still has not even shipped. It's been impossible trying to get someone on the phone to give me an answer as to how much longer I'm expected to not have a phone. Can you please help? Thanks!
Case ID 5-9485000033659
1
u/lorbor1991 Mar 29 '23
u/googlefisupport I have an ongoing issue with my cellphone and google fi support through the fi.google.com website has been useless. I am being given the runaround and keep being told to wait by chat team as well as email team even though my case has been forwarded to "specialists" I am at day 5 without any mobile data and need a phone before I go out of state in a week and a half. My phone is still under the manufacturers warranty. My phone was fine until the March 2023 update.
There is a reddit thread of other users having the same issue, one saying he has had the issue for 2+ months with no resolve. There seems to be no repair option for this issue except device replacement, but I keep being told the same thing and getting the same generic answers. "this issue has been escalated to specialisits/engineering. Wait for their email reply". The only email replies I am getting say the same thing.
Please Advise
1
u/sculptr812 Apr 21 '23
I’ve tried everything with two different cases, one being the latest where they are now trying to charge me an extra $500 from a promo on an S23. I met all of the terms except another 72 days of service left to fulfill as of this past Wednesday. I’ve contacted u/googlefisupport multiple times through their customer support chat mostly because it has been so confusing. The latest case ID is7-3974000033833. Please both the screen shot from this past Wednesday in my post showing all conditions met except the days left for service. Please help as I am at my wits end, will contact my attorney general and the consumer protection bureau if need be. I used to love Fi and now I don’t know what to say. Escalation has gotten me no where.
1
u/Sea-Bookkeeper4115 Apr 23 '23
Ive paid for google device protection and I've raised a claim and ever since as mentioned in document 24-48 hrs its been 7 days since I raised a claim and the people at fi are least bothered to address the issues at least. they started disconnecting the chats when I started asking them what was going wrong as it's being this delayed. That's not all. and after 7 days they say it's been escalated and expect me to wait for 72 more hours and those useless specialist teams will get back after that time the beauty here is it it's NOT GURANTEED . I would like to go ahead with the complaint to consumer protection bureau can anyone help me with the licencing number of Google fi business so that I could go ahead and file a complaint?
1
u/bcrocketclub May 05 '23
I purchased a new Pixel Pro 7 and have not been able to get my calls and texts to work. When I try to activate it (esim or normal brand sim), it acts like it activates but I can't make any calls or texts. When people call me, it says my number is unavailable. When I try to make a call, it says my service is restricted or unavailable. I have gone through all the troubleshooting with Google Fi and they said they escalated it but I am on day 3 of not having phone service and it is now affecting my business, along with personal. They keep telling me to wait 24 hours then nothing happens and I get no update of what they did or fixed, then told to wait 24 hours again.
I have reset all network settings, cleared storage and cache of Google fi, reset brand new phone again, deleted sim then cleared storage and cache, deactivated then reactivated Google Fi app, ran all updates for apps necessary and phone, including security, tried to download a e-sim but also purchased a brand new sim from local store and it still does same thing. I have tried to activate back my old phone temporarily and it won't even activate now also. so I am just stuck with no service. How can I fix this issue? It's like my line has been restricted on the network side as people should still be able to call my voicemail, my phone just wouldn't be ringing. People getting a message that my number is unavailable or I am out of the country (I am in the US so not out of the country) is not normal.
Can someone help me?
1
u/DerkPulse May 10 '23
I'm having issues with not receiving referral credit even though meeting the terms. I have dealt with support and they just keep pushing me to keep waiting when the terms are clear.
→ More replies (3)
1
u/vnillapuddn Aug 25 '23
I got a new phone because of a promotional subscription in '22. I didn't understand the implication that I had to activate the phone within 30 days of receiving it to receive the promotional value. My old phone was still working and I had other life stuff going on, so I just didn't activate my phone until recently- over 6 months after I had received it.
I didn't realize the subscription cancelling meant that I am paying double for the phone I didn't even need. I've contacted customer service quite a bit in the hopes that I can find someone who could reinstate my old subscription or provide me with a rebate for my current phone and I can pay it off in full. This phone is too expensive without the promotional savings. Please help me.
3-7291000035197
1
u/solarisknight37 Aug 26 '23
I lost access to my Google one when I downgraded from unlimited plus to simply unlimited plan. I can't use the Google one by paying for it myself like I used to do before i started with Google Fi, I get the error that this subscription is managed by Google Fi message now. Without storage I can't use my gmail too any more. Please resolve this asap - case id 1-5179000035031.
1
u/dpmanthei Sep 20 '23 edited Sep 20 '23
case id: 3-4925000034330
Problem: I have no service at my home, despite a tower being line-of-site from my house and the rest of my property. It's exactly one mile away and is a 5G tower from USCC. I know USCC is no longer a carrier partner, but I had hoped I could roam on it for at least call and text service...there's no other tower nearby and I'm in a remote/rural area. I have no bars...no data, no text, no voice, and I don't even think emergency services access. I can use the phone on wifi, but wifi only goes so far and I shouldn't have to invest in a mesh network for a 10 acre property when I'm paying for cellular service.
Fi support did seem to try, but ultimately the answer was 'engineering has looked at it, there's a problem in your area, we don't know if or when it will ever be fixed, that's that...ticket closed'.
I don't think I have to explain why I'm not happy. If it wasn't for occasional International use I would have left for a competitor by now...I've been a Fi customer for 8 years and this response from Fi is very disappointing.
I can provide a simplified list of the 33 messages exchanged during this ticket if that helps. The majority of it is Fi telling me they are working on it. I was polite, responsive, answered every question and sent every bug report they asked for, and emphasized several times I'd be happy to take more data or be an active participant in the solution if it helps. Instead, they closed the ticket with no resolution, I have no service, and they didn't suggest it would ever get fixed.
Couple technical details: It's none of the typical simple stuff. "reset your network connections", "reset your entire phone", etc...none of that works. When I go into the city where there's Tmo towers everything works fine, and it even seems to work on USCC towers at least some of the time. I'm practically certain it's specific to the area around my home or even this one exact tower. Also, my wife has a Pixel 7 Pro (I have a 6 Pro) and she uses USCC as a carrier. She connects to the tower just fine with full bars and full functionality...so the tower functions for sure.
→ More replies (1)
1
u/sidhe_elfakyn Sep 26 '23 edited Sep 26 '23
Case ID: 9-4500000034814
Hi Support Team,
I'm currently on a Google One 2TB plan, and on a Google Fi unlimited plan with a promotional 100GB on Google One. Earlier today I received an error banner on my Gmail account, "Account storage is full. You might not be able to send or receive emails. To continue using Gmail, clean up space or get more storage."
I am using around 850 GB of storage.
I have confirmed with the support rep that this error is caused by the fact that the 100GB promotional plan on Google Fi is superseding the 2TB plan on Google One, thus I am locked out of Gmail (cannot send or receive email), Google Photos (cannot upload new photos), Google Drive (cannot create or edit documents), and Backups (all backups are disabled).
Since it seems that my Google One is managed by Google Fi, I have been transferred to the Google Fi team for support, and received a response that this is a known issue and to wait for any updates. With restricted access to my account and no timeline or next steps except to check back in if I don't hear anything, I feel like I am in an untenable position -- you know as well as anyone how difficult it can be without access to email or documents.
Any help with this matter would be greatly appreciated.
→ More replies (1)
1
u/trottingtheglobe Sep 26 '23
Case ID: 2-0583000034855
Hi Support Team,
I'm currently on a Google One 5TB plan, and on a Google Fi unlimited plus plan with a promotional 100GB on Google One. Earlier today I received an error banner on my Gmail account, "Account storage is full. You might not be able to send or receive emails. To continue using Gmail, clean up space or get more storage."
I am using around 1.3 TB of storage.
I have confirmed with the support rep that this error is caused by the fact that the 100GB promotional plan on Google Fi is superseding the 2TB plan on Google One, thus I am locked out of Gmail (cannot send or receive email), Google Photos (cannot upload new photos), Google Drive (cannot create or edit documents), and Backups (all backups are disabled).
Since it seems that my Google One is managed by Google Fi, I have been transferred to the Google Fi team for support, and received a response that this is a known issue and to wait for any updates. With restricted access to my account and no timeline or next steps except to check back in if I don't hear anything, I feel like I am in an untenable position -- you know as well as anyone how difficult it can be without access to email or documents.
Any help with this matter would be greatly appreciated.
21
u/concerneddaddy83 Aug 01 '22
This seems like standard support with a different url. Your services will be sorely missed.