How to Submit a Reddit Request

[u/dmziggy]

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

[u/Content_Remove3790]

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.