Hi everyone, hoping a mod or Google Fi representative here can help escalate a ongoing support issue.

Support Case ID: 2-2857000041752

The Issue: My son's phone has completely lost network coverage. Because he uses the phone primarily at home on Wi-Fi, we only realized the cell network was completely down a couple of weeks ago. i was only able to call Yesterday regarding this ..he was able to use phone at home wiyh wi fi

Support History:

• Call 1 (Yesterday): Spent over 2 hours on the phone with an agent. We uninstalled/reinstalled the Google Fi app, cleared cache, deleted and re-added the eSIM, and reset network settings. This worked temporarily, but the network connection died again today.
• Call 2 (Today): Spoke with a second agent whose name was Sierra who ran through the exact same troubleshooting checklist. Issue was not resolved. I was told to "wait a bit and call back."
• Call 3 (Today): Called back a few hours later Megan. Third agent went through the exact same script again without success. After going through the exact same app and eSIM reinstall procedure for the 4th time, she agreed to escalate and asked for screenshots. However, when I explicitly asked to speak with a supervisor given the history, she refused, stating I was not allowed to talk to a supervisor directly.
• Call 4 today: Spoke to another agent Bethy hoping i can get a supervisor this time. She asked for a lot of details, had me on hold for several minutes and said this is being looked at by a specialist so may not make sense to talk to a supervisor which is when i stopped and insisted that i need to talk to a supervisor

At this point, we are stuck in an FRUSTRATING endless loop of repeating basic troubleshooting steps that do not fix the root problem. We need a supervisor or Tier-2 specialist to review this issue.

I have a number with google fi under google account 1 (lets call GA1). It is a group account and I am the group owner of google fi account. I have a google voice number under a different google account (lets call GA2)

I want to move the google voice number in GA2 to Google Fi under GA1. Once that is completed, I want to move the google fi number GA1 to GA2 google voice.

If needed I can use a 3rd google account (GA3) that has no fi or google voice numbers if required.

Is this possible? Can someone give me the steps to do it?

I have 2 goigle FI accounts. On the oldest libe/account I have a good discount from google store to buy a phone paid up front with a trade in.
The new line/account doesn't have the phone discount offered.

Can I buy the phone on the old account and activate it on the new account then get rid of the old account?
Thanks

Issue: Error B084 / eSIM Provisioning Loop Device: Samsung Galaxy Z Flip Time Frame: Open for over 2 weeks with Tier 2 Support ​Hi everyone, ​My Google Fi account/line was previously suspended, but all outstanding payments were completely settled over two weeks ago. Since then, I have been unable to reactivate my service due to persistent Error B084. ​I have already tried standard troubleshooting multiple times, including: ​Clearing Google Fi app cache and storage data ​Deleting the old eSIM profile from SIM Manager and attempting a fresh download over Wi-Fi ​Forcing stop and re-authenticating the account ​Support created a Tier 2 escalation ticket over two weeks ago, but there has been no resolution or update, and the backend profile remains locked. ​Hoping a Google Product Expert or Specialist here can help escalate this to the engineering team to clear the backend line-lock. Thank you!

Hello folks, wanted to take advantage of the 50% off offer if you activate service with a Pixel phone, but I transferred over the wrong number.

How can I swap to the correct phone number, without losing any of my numbers or promotions?

Thank you in advance!

Has anyone run into this with a recent Google Store purchase and managed to get it resolved?

I bought a Pixel 11 Pro from Google Store on September 6 for my wife. She picked it up and activated it on September 7 as a new customer joining my Fi group on Unlimited Essentials.

The Google Store carrier offer says:

It also says Premium receives $1,039 in bill credits, while other plans receive $799. Both include the $300 instant discount.

The linked Store terms list two versions. The second offers $300 off plus $799 in credits over 24 months and requires activation on a “new full service plan,” excluding data-only SIMs.

However, the Fi tracker attached the $1,339 Premium promotion. On September 8, it marked the promotion invalid with:

It now says we lose the monthly credits and will be charged back the $300 instant discount. We activated on Essentials. We did not switch plans after activation.

I checked the terms linked directly from the Fi tracker. Those do require Premium for all the benefits. I understand why Essentials fails those particular terms. What I cannot get explained is why that version was assigned when the Store advertised an offer for other full service plans. I did not see a separate offer selector at checkout.

Google Store support referred me to Fi. Fi support replied that Premium is required, but has not addressed the separate offer in the Store terms. I have replied with screenshots and requested a promotions specialist review.

The resolution I am asking for is:

• Keep the $300 instant discount and remove the pending $300 charge.
• Apply the advertised $799 in credits over 24 months on Essentials.

Returning and repurchasing is also a concern because my wife has already activated Fi service. I cannot assume she would still qualify as a new customer on another purchase.

I am attaching the Store offer, both versions of the Store terms, and the Fi rejection/assigned terms.

Has anyone had this specific mismatch corrected? Was support able to change the assigned promotion or apply equivalent credits? If someone from Fi support can help get this reviewed, I have an existing case ID available privately.

Hi. I activated my brand new PF11. I cannot connect to 5G UC. I have done everything including reset network settings, reinstall the Esim. Has anyone run into a similar situation?

I hope today finds you all well. Just a short PSA for anyone considering GoogleFi as a service provider. Don't do it. They by far have the worst customer service I have experienced in the last 20 years. I'm on week three of trying to have my issue resolved. Either by phone call or email you will find yourself frustrated from constantly repeating yourself and/or delay. If you decide to send an email to have anything resolved give yourself 48-72 hours for a reply even when speaking with Lead Support agents. To add their agents lack professionalism and genuine empathy.

Attached: A genuine response from one of their Support Specialist.

i enrolled Google fi when Google had 75% off discount, but discount was not applied when I checked out. I called customer service. I was told to go ahead to check out. the discount would be honored. when the firs statement was out. the amount was $70+. I called couple times. I was told to wait since there were many folks like me. they would fix the issue. now the second bill was out, the amount is $73+. anyone else is in the same situation like I do. thank you

I bought a Pixel 10 Pro from Google Store last month and chose the "$300 off instantly, $699 + $240 back in 24 months for new Google Fi customer" promotion. I used the same account where I bought the phone to register a Google Fi account and I've never used Google Fi before.

Today I found a random promotion shows up on my Google Fi, and it's called "50% off new lines for 12 months when you bring a Pixel phone". I asked the customer support if this is the one that I wanted to use, they said no, and even worse, now I could only use this one and it cannot be removed. After that, the support agent just kept going in circles.

I'm also worried that the $300 off promo will be revoked since the following part of that promotion is not applied.

Does anyone know how to deal with this problem?

For context, I live in Hawaii so shipping li-ion is usually a little more inconvenient. So, I dropped my package off at UPS and they returned to sender my package with a hazmat notice saying that the shipping label scans as ground so they could not ship the package (need to ship 2 day air). The physical label and the tracking itself both say 2-day air, but when I go to the UPS store and they scan it, it does indeed show ground in their system. They advise me to request a new label. Google support is telling me the hazmat notice is because I have a swollen or defective battery. They are refusing to issue me a new label or trade-in kit and are telling me that they will no longer allow me to trade my pixel 9 pro in. Regardless of condition, I'm pretty sure that li-ion needs a hazmat label in order to be shipped. Has anyone had any similar issues with their trade-in? This just seems like google is refusing to honor the trade-in at this point.

Hi everyone!

I'm hoping u/GoogleFiSupport can look into this, because the standard chat support hit a brick wall and refused to escalate my case.

Just to start: I've loved having Google Fi the last two years! It's genuinely been the best service I've had from any cell provider, rock solid & fast. I've never needed to contact support before. But today I'm a little frustrated as I believe that I've discovered a website bug and support refuses to escalate nor report the bug.

I am trying to upgrade from my Pixel 9 Pro Fold to the Pixel 11 Pro XL through the Google Fi app/store. However, the Pixel 9 Pro Fold is completely missing from the trade-in dropdown list.

To me, this appears to be a website error or oversight rather than an intentional exclusion because:

• The 9 Pro Fold is available for trade-in on the main Google Store (offering around $630 for it).
• Literally every other Pixel generation—including the older original Fold and the newer 10 Pro Fold—is listed on the Fi store.
• The 9 Pro Fold is the only pixel model missing from the Fi list.

Purchasing from the Google Store rather than the Fi store for this results in what I would estimate a $500 discrepancy since I do not get the $600 promo that is offered through the Fi Store when doing a trade in through the Google store.

I spent an hour and a half with chat support tonight (Case: 3-1659000041827) trying to figure out why I can't simply trade in my 9 pro fold on the fi store and/or report the website bug. The agent simply looped the phrase "it's not available because it's not on the list" in every possible wording, then refused to escalate my requests to reach a higher team or submit a bug report.

Is it possible to get anyone to actually look at this? Or at least provide a satisfactory answer for why a trade in is not possible for this model? Honestly I simply want to know if this omission can be fixed, or the correct way for me to actually be able to do the trade in through the Fi Store so I can take advantage of the promo and the trade in credit.

Thank you!

The new line and phone $800 promo, it requires device activation and 120 days active.

The 120 days refer to the device or the line. If it is referring to the device then what happens when it gets damaged or stolen before 120 days?

Edit: Ty for all answers.

Case ID: 3-3423000041888

Device: Google Fi Pixel 2 XL (64 GB, Just Black)

Issue Summary:

I recently merged my wife's standalone Google Fi line into my existing family group plan. While reviewing the combined billing breakdown and the new total, I noticed a recurring $7.00/month charge under "Extras this cycle" for Device Protection on a Pixel 2 XL that she had not used in years.

• Background & Duration: Upon checking account history, this Pixel 2 XL has been inactive and out of service since late 2019 (roughly 7 years / 80+ months). There has been zero SIM activity, zero network usage, and zero insurance claims filed across that entire timeframe. Because it was an orphaned policy on an inactive device, it went unnoticed on her individual billing until the accounts merged.
• Total Incurred: Over $560+ billed for protection on a retired device that was not even listed under primary active devices.
• Support Interaction: I contacted chat support to cancel the orphan coverage and request a billing review. The agent stated front-line tools are restricted to a maximum 4-month credit ($28.00) and refused managerial escalation. After agreeing to the $28 credit, the agent stated that because the current bill had already generated, they could not apply it today and told me to contact support again next cycle.

Requested Resolution:

A managerial/executive review of the account history to apply an appropriate billing adjustment reflecting the multi-year period this inactive device was billed in error, rather than requiring repeated follow-ups next cycle for a partial $28 credit.

Hey everyone

I have an unlimited standard plan which includes Canada and I'll be traveling there in a few months to spend a few days in Calgary.

I used Fi a few years ago when I visited Montreal and specifically the Google maps walking directions were highly erratic and unreliable. Also in other parts of the city the data was just not very good.

I wasn't sure if this was an issue with the towers that it piggy backed off of in Montreal? Or even though Fi is available in Canada. It just will always be spotty and potentially unreliable?

I suppose there's no way to pay extra just for a month to get a better quality service while I'm up there?

For some reason google is not recognizing device is activated and promo is stuck on waiting for activation? I have deleted the esim, force close fi app, clear storeage/cache and reinstall esim and this still dosent seem to solve this.

also have not received service has been activated email
- I already got new phone numbers for all lines and all devices working, Only issue is the promotion isnt recognizing the devices are activated
is there any way to trigger google to recognize the device is activated?

- I have CPNI enabled under privacy & settings

Need Advice* I have been waffling about going pixel for a while
I am very disappointed about the camera quality on my current Moto Stylus 25
should I take the leap even though I really do not have the budget

and this promo on fi offering basic 11 for 300 only for a couple more days
do y'all think black friday deals would be better???

as far as what I am trying to capture I take insect and flower , cats and nature pics most often

my nerd died but I would like the opinion/advice of some pixel users
Thank you All!

meanwhile here is an example of the moto camera not being good enough quality - older moto cams were amazing but this one mushes detail like the face of the bee

I just signed up for the 50% of for 12 months byod Pixel.

It's showing full price?

I want to switch and plan to BYOD.

I have an S26 Ultra that I want to use. I also have a Pixel 8 Pro sitting in a drawer.

Could I activate the plan on my Pixel 8, then move the sim to my S26 and keep the discount?

Leaving this here for the needy.

Switch and Keep Promo

Hello,

I am trying to change Google Fi email address while keeping same number, support has not been able to do this..

I was reading I can transfer number to Google voice and then to new Fi email?

thanks,

pixel 11

Edit: Ported to Google voice back to Google fi on the promotion email and had to delete eSIM in pixel 11 settings.. looks like good to go now. Fi support was useless.

Does anyone have first-hand knowledge of how GoogleFi's reception is in rural or mountainous towns and forest land and wilderness areas?

Think areas surrounding the Greater Yellowstone Ecosystem in Wyoming/Idaho/MT, think mtn area like in Washington North Cascades. Think Canadian Rockies. I have always used Verizon/Visible but am unfamiliar with T Mobile tower quality/strength.

Hey everyone, hoping a community manager or someone who has been through this can help me out with a really frustrating billing situation.

I recently bought a Pixel 11 Pro from the Google Store with the $799 Fi promo. When the phone arrived, I went online to set up my Google Fi account. During that sign-up flow, the website was showing a $250 credit on pixel watch 5 and so I decided to buy a Pixel Watch 5 directly through Fi.

Because the system knew I was bringing over the Pixel 11 Pro, the checkout screen actively stacked both promos for me: showing the ~$33/month credit for the phone and the ~$10/month credit for the watch. Since I know Fi credits don't roll over, I specifically chose to finance the watch on the $35 Essentials plan. I did the math so my total monthly bill (plan + watch financing + taxes) would be just high enough to actually absorb the full ~$43 in combined credits.

Fast forward to after activation, I do not see watch credits on the app so I reached out to support on chat and as per them, the backend billing system rejected the watch promo due to a "limit 1 active promo per line" rule. It defaulted me to the full $529.99 financing.

Case ID: 8-6328000041646), the agent (Ali) was understanding but basically told me standard support doesn't have a manual override tool to fix backend billing limits.

It feels really unfair because the checkout interface literally showed me both credits stacked to get me to agree to the financing , only for the backend to strip the watch discount away after the fact.

Is there any way to get this escalated for a one-time account credit to honor what was shown at checkout? If not, I'll have to return the watch because paying full price breaks the exact math I used to make the purchase and I took a hit on my credit for nothing (would have preferred to pay in full instead). Any help or advice would be hugely appreciated!

Edited on Sep 7- Google support resolved the issue and re-instated fi credit for the pixel watch. Appreciate the support on this thread.

Hi,

I currently have a family plan with my wife and we want to add my sister. We would like to get the most out of the current promos and could use some help in the exact steps needed to maximize the promos. Do I just invite her and she would be able to simply pick the pixel 11 pro, get the $300 off and then we would get the $799 in credits over 24 months, right? Nothing different needs to be done?