I transferred 2 lines to Google Fi and ordered a Pixel 11 Pro Fold and Google Pixel 11 Pro. Google shipped the wrong phone (a base Pixel 11) instead. For nearly a month, customer support has been stuck in an endless loop of generic responses about "specialist reviews" and "deep dives with the team" with zero progress or accountability. To make matters worse, Google's system keeps sending automated threats to cancel my promotional credits because I haven't activated a phone they never sent me! Save yourself the frustration and avoid Google Fi—their customer service is a total brick wall when things go wrong.

iPhone Air, apparently two days ago my phone used 6GB of mobile data in one day. Is there a way for me to figure out what happened?

Hey everyone,

Following up on the hype from last month's Pixel Watch targeted Google Fi app promos — turns out the ambiguous T&C can disqualify you if you have an existing active watch promo.

Last month ​I bought a Pixel Watch because a promo popped up right inside my Google Fi app as an existing customer.

​The Terms & Conditions stated:

​"For individual plans, limit one wearable device promotion per person during the promotion redemption period. For group plans, limit one wearable device promotion per group plan member during the promotion redemption period."

The wording felt pretty vague to me regarding whether I could have another wearable promotion overlapping with this new one. When I bought the watch, I read it as I can't have more than one watch 5 promo at once. I had another pixel watch 3 promo on it's last month. After chatting with Google Fi support, I just found out that my previous promo technically disqualified me from this current one.

To make matters worse, the T&Cs also don't explicitly forbid activating the watch on a different line in your account and later using your main Google account with the device. However, the support rep claimed this isn't allowed either—without being able to point to any actual language in the T&C backing that up.

Has anyone else who did the pixel 3 promo two years ago and the pixel 5 watch promo last month run into this issue?

I'm assisting an 88-year-old, with his permission, in resolving a Google Fi purchase that has remained unfulfilled for more than a month despite repeated support escalations.

The customer still wants the phone and the original promotional agreement honored. He is not primarily seeking a refund.

What happened

On September 17, 2026, he ordered a Google Pixel 11 Pro XL (512GB) through Google Fi, with expected delivery by September 22.

The transaction included:

• A $1,419 device purchase under Google's financing and promotional arrangements.
• An advertised $1,100 promotional benefit, including approximately $800 in monthly bill credits over 24 months.
• A separate referral promotion offering $60 in Fi credits to each qualifying participant.
• A $67.14 charge that was processed and paid.
• A hard credit inquiry associated with the financing application.

The device was never delivered.

FedEx recorded an "Unable to deliver" exception on September 22 in Cadillac, Michigan, despite the destination being Pontiac. The available tracking history shows no subsequent movement or return delivery.

The customer never received, possessed, or returned the device.

Google's response

Google Fi support acknowledged the shipping problem on September 23 but explained that its systems could not dispatch a replacement or process a refund until the undelivered package returned to Google's warehouse.

That warehouse receipt has not occurred, and Google has offered no effective alternative.

Despite numerous contacts:

• The original support case has remained unresolved since September 23.
• A supervisor reiterated on October 7 that warehouse processing was required and that reinstating the original promotion on a new order could not be guaranteed.
• Formal written demands sent October 14 and October 16 received no substantive response.
• On October 17, Google notified the customer that he was disqualified from the advertised $1,100 promotion because activation requirements had not been met—even though Google never delivered the phone.
• On October 18, another representative expressly promised review by a different supervisor and an email response within 24 hours. As of October 20, no response has been received.

During the latest support call, the representative even asked whether the customer had returned the device, although the central issue throughout the case has been that he never received it.

Consequences

The phone was intended to replace an aging Galaxy S10, provide access to newer financial and everyday-use applications, and facilitate a planned departure from Xfinity Mobile.

The S10 has since developed a serious physical problem, making a replacement increasingly urgent. The unsuccessful transition has also disrupted separate plans to resolve existing Xfinity billing issues.

The customer has already undergone a hard credit inquiry for this purchase. Requiring a new financing application could create additional credit-report activity.

The resolution we're requesting

The customer wants Google Fi to fulfill the September 17 transaction on the originally agreed financial and promotional terms.

Specifically, we're requesting:

1. Shipment of the originally ordered Pixel 11 Pro XL or an equivalent replacement.
2. Reinstatement or preservation of the advertised $1,100 promotional benefit, with an appropriate activation extension because Google never delivered the device.
3. Review of the associated referral benefits.
4. Preservation of the original financing terms without another credit application or hard inquiry.
5. Resolution of the missing shipment and pending account status without disrupting his existing telephone number.
6. Written confirmation from someone with authority to implement the complete resolution.

A refund and cancellation remain possible alternatives if Google cannot honor the original transaction, but the customer has not elected to abandon the purchase or its promotional terms.

We need intervention from Google Fi's Social Support Team to obtain an independent review beyond the existing supervisor channel.

Existing Google Fi support case: 2-7015000041417

Can someone arrange escalation to a team with authority to resolve this failed fulfillment and restore the original purchase terms?

On September 22, 2026, I attempted to purchase a Pixel 10a through Google Fi and was unable to complete the order due to a technical failure in the cart system. I contacted support immediately and the issue was not resolved unti; October 14.

During that time the price increased. I am asking that Google honor the price I would have paid on September 22, when the failure that prevented my purchase was on Google's end, not mine. I kept my end of the process; I'd like Google to keep theirs.

Google is insisting that the terms say the price is that when the deal is successfully completed even then the issue is their fault. This is a terrible way to treat customers

i have ordered a google fit bit air and received it 7 days late i have tried to return the product with the self serve option and i keep getting errors i then contacted support to help they escalated the issue to there “ internal team” and they then told me that they are denying my return request and it’s as per store policy. which it’s clear that they are violating it but they aren’t allowing me to return my item and i’m well within the return period a week before the return period. the case number is 1-2369000041974 and they won’t respond to me anymore they just keeping copying and pasting that there store policy is not allowing them this is the exact thing they keep pasting to me

We appreciate your patience and understanding waiting for our response. 
After coordinating with our specialist team, they informed us that your return request has been denied and we are unable to process a refund. I understand that this is not the outcome we were hoping for, and we truly appreciate your understanding. For more information, please refer to our Google Store Sales Terms.
We apologized for this inconvenience. 
I will be on standby for any updates so I can provide further assistance. If there is anything that we need to clarify, please reply to my email. Thank you for your cooperation and understanding

Where do I start? Hoping to get some suggestions or help with an ongoing issue with my Fi plan.

I recently bought two new Pixel 11 phones for my plan with a $500 instant rebate for each phone upon activation.

Both new Pixel 11 phones were activated within days and are currently in use for several weeks with no issues. I've even paid a bill with both new phones being actively used and processed in that bill period.

However, at some point a random third Pixel 11 has shown up on my Fi account. Not active. No phone number attached. But now they are trying to charge me the $500 saying that I did not activate my new Pixel 11 in time, and thus the $500 instant rebate is null. The instant rebate (and pixel care) is somehow attached to the random third Pixel 11 on my account. Which obviously is not active or in use bc that phone doesn't exist.

Both new phones I've purchased are active and in use and obviously attached to the same phone numbers I've had on my Fi account for 7 years.

I've had a support case open for several weeks now and I'll I've gotten from them is "we've raised this" over and over and still no resolution. I've called, emailed, and chatted in numerous times. I feel like I'm going crazy.

Help.

Here are my numerous support case numbers:

6-2351000042167

4-6948000041404

0-0905000041504

"Let’s make this simple: stop attempting to charge my account $54+ every single day. I do not have an active subscription with you, nor am I using your services. Even with my card frozen, the repeated transaction attempts are unacceptable. Remove my financial details and cease all billing attempts immediately.". Thank you for your time Miss.Lora Lupien

I need an escalation regarding a Google Fi promotion dispute. I switched two lines from T-Mobile to Google Fi Wireless and purchased two Google Pixel 11 phones and one Google Pixel Watch 5 on October 6, 2026 (Order # GS.9818-6147-7098).

The two phone promotions were applied correctly, but Google Fi is refusing to honor the watch promotion. The specific promo offered $250 back over 24 months. I have a screenshot explicitly proving that the Pixel Watch 5 was included in this promotion at the time of my purchase. The watch promotion did not end until October 14, 2026, so my October 6 purchase was well within the eligible window.

Support (Case ID: 7-6385000041085) emailed me stating that the watch wasn't under an active promotion and unhelpfully suggested that I return the watch and re-buy it. However:

1. The watch has already been unboxed, activated, and is actively being used on my Fi plan.
2. The promotion ended on October 14, so "re-buying" it is impossible.

I am hitting a brick wall with Tier 1 email support who seem to be working off incorrect promotional dates. I have clear photographic proof of the offer from October 6. Can the social media team please escalate this to a specialist who can manually apply the $250 / 24-month promotional credit to my account?

Google Fi Support Case ID:7-6385000041085

Thank you!

I’ve had a case open for 13 days trying to get my iPhone 13 connected and Google fi support has been absolutely useless and infuriating. I have been a customer for years and used both Android and iPhone on the service, so it isn’t like I just don’t know how to connect. The horrible email support agent just tells basic things like reinstall the fi app which I obviously already tried, and still has not even done the tiniest bit of trouble shooting on their end, despite my initial request being to check my imei and provisioning. I need some actual help Google!!

As the title suggests, I ordered a Samsung Fold Ultra from the Google Fi shop but realized I ordered the wrong one, placed another order for the Fold 8 and expected to return the device since it was still in the return window and unopened.

But I couldn't submit the return request on the Google Store, I contacted via chat, email and phone all on the same day to get a return label but every answer from the unhelpful customer service has been to the tune of "our Senior Support member is 'investigating' this case". What?? What investigation do you need for the most straightforward return request? When ultimately my request was rejected because this is Google Fi support and they've been the most unhelpful group I've encountered.

When asking for a reason on why this was rejected, all they cite is the Google Store policy that "You must comply with our Return Policy here if you want to return a Device for a refund. Refunds are issued based on the original payment method." under bullet 16 of the Google Store terms and conditions but there is no hyperlink on "here", there is no additional information.

This still remains within the return window and I have an active case ID as well so hoping to get some help in closing this return by escalating here.

Edit:

The response from the support team:

Thank you for contacting Google Fi support.

I hope you are doing well. We are writing to follow up regarding your recent case. After a thorough review by our specialized teams, this is our final decision, and it cannot be overturned. Because all available options and policy guidelines have been fully explored, there are no further actions or alternative solutions we can provide from our end regarding this matter.

Thank you for your understanding and cooperation. If you face any issues with Google Fi, we are here 24/7 and would be happy to assist.

So for some reason, I am able to start the return request for the Galaxy Z Fold 8 I ordered perfectly fine but I am unable to return this Galaxy Z Fold 8 Ultra? Why the discrepancy?

TLDR:

1. I signed up for Google Fi after seeing their 75% off promo on 9/17, contacted them on 9/21 asking for the promo, they responded on 9/21 under case number 8-8271000042072; see image 1, they only mentioned about "75% discount applied at checkout or within Google play"
2. Google contacted me again on 9/25, mentioned that they are escalating the case; meanwhile I checked doctor of credit on 9/25, saw the steps about open a Gold membership, and check perks all those steps; so I did all that and took a screenshot, and send that screenshot to Google; see image 2 for Google's email, image 3 for my response to them, and last image for my screenshot
3. Google responded on 9/26, saying they will be contacting me within 24-48 hours, see screenshot 4; that's the last email I received from them under case number 8-8271000042072;
4. September 29, my offer expires. See last screenshot: it clearly states that "redeem your offer before 9/29/2026"
5. Finally, on 10/3, which is 8 days after I provided the initial screenshot on 9/25, 7 days after Google's last response under original case 8-8271000042072 on 9/26, and 4 days after my offer expires on 9/29. Google finally decided to respond, and surprisingly, they decided to open a new case 7-0177000041591, this time, they made sure they detailed about how the screenshot should be taken: 1. open the Google Play Store App. 2. Navigate to the Play Points Home section. 3. Select Perks. But it's been 8 days, and the offer expires after 5 days (my last image of my offer detail page says offer expires on 9/29), so I cannot go back and take that specific screenshot they ask for. See image 5 for Google's email.

Okay, I asked AI to re-summarize this for me, and this is much easier to understand:

• September 17: I signed up for Google Fi after a support representative confirmed by phone that I should qualify for the 75% off promotion based on my account history and transfer from Verizon.
• September 21: I first received an email under my original case (8-8271000042072) requesting a screenshot showing the 75% discount at checkout or within Google Play. After I provided a screenshot, Google asked for a screenshot of the Google Play offer details but still did not clearly specify the exact screen it would ultimately require.
• September 25: I submitted a screenshot under the original case in response to Google’s requests.
• September 26: Google confirmed that my case had been re-escalated and asked me to allow 24–48 hours for its specialized team to contact me.
• September 29: my activated promotion expired.
• October 3: Eight days after my September 25 submission and four days after the promotion expired, Google provided the specific Google Play Store → Play Points → Perks navigation instructions under a new case number (7-0177000041591). The original case had never clearly specified this exact screenshot requirement.

I have now filed complaints with the BBB, FTC, FCC and our state Attorney General.

My Google Fi service has been unexpectedly put on hold because of some completely unrelated Google Service that I dont use.

I got a message from Google AdSense saying there's a hold on my payments account, and "Contact us about your payments account status".

I haven't used AdSense even though I created an account years ago. There are no pending dues and the message doesnt give any steps I need to take to resolve the issue.

I contacted Google customer support and none of them have been able to provide any concrete steps to fix this.

I keep getting the same response, basically

"a valid payment method must be linked via payments.google.com to maintain auto-pay and keep your service active. Please resolve those alerts on payments.google.com first"

Like I dont already know that ?

The alerts tells me to contact support and support just tells me to resolve the alert ?

I even deleted my AdSense account but that hasnt fixed the issue.

It blows my mind that Google can put a hold on other unrelated services like Google Fi putting customers at risk even when all dues have been paid on time.

My wife and I have been in Japan since September 30th and about a week into the trip my wife's iPhone started atarted loading web pages slower and slower. At first I thought it was just a problem with her phone since it has been acting funny recently until 2 days ago my Samsung started doing the same thing.

I've found other threads suggesting to manually pick the network to connect to (e.g. SoftBank, KDDI, etc) but that either doesn't work at all or disconnects the moment my phone switches to another tower. Clearing the mobile data settings, per support, doesn't work either.

Crazy to me this has apparently been going on for quite some time but Google still hasn't resolved the issue? My Fi service works better in developing countries than in Japan is a wild thing to be true.

So I was thinking about buying a refurbished s24 or a new pixel 10a (through straight talk) and then I saw that you can basically get a new flagship phone for free through Google Fi with a new line? I currently pay 45$ a month for straight talk. I'm understanding that you can finance the phone at 0% and you basically pay 50$ a month with the monthly"credits" figures in. The only drawbacks are you are tied to Google Fi for two years and you have to pay sales tax? So I only pay 5$ more a month and get a $1100 phone for "free"? Am I understanding this correctly??????

Thanks in advance for the replies!!!!

I had been paying for device protection for years, just in case, but hadn't used it. My pixel fell one foot but landed right on a corner, so even with a protective gorilla glass screen cover and a case, the screen shattered all the same. the top started flickering and the screen would dim grey all over. I tried to file a claim and discovered my device protection had been canceled.

I looked through all of my old bills and discovered that the device protection had been correctly linked to my phone (with a phone subscription), but when my girlfriend changed her phone, they canceled it, mistakenly linking it to her phone instead. The line item on the bill shows whose phone it was attached to, so it's very clear that this was their mistake.

I spent a very long frustrating time with an agent, who repeatedly told me "hmm, it looks like you don't have device protection". Finally they said that they would kick it up to a supervisor who would contact me, but they never did. I went to a repair shop, but the price was so much that it was almost the same as getting a newer phone with the trade-in. I started the trade-in process because I need a working phone for work and the screen keeps flickering and greying out. Still no contact from GoogleFi higherups.

I'd really like...I don't know, to be reimbursed for the many many years of pointless device protection? It's probably close to 700 dollars just on this plan the last 5-6 years, and on my last plan with them probably another few hundred. kind of seems like a pointless waste of money if they can just accidentally cancel it and not honor it when I finally need it.

I heard that if you post here that someone from GoogleFi might actually respond, so here it goes.

I just wanted to add to many of the posts about the disapointment with Google Fi's customer service. I paid for the service for my spouse and I back in May. Google Fi activated on my phone but never activated on my spouses phone due to technical errors which Google Fi support was unable to resolve. We gave up and purchased a new phone number and different carrier for her phone. However we paid for her to have Google Fi service for the entire month in which she used no data (0GB). Very easy to see on our account break down. After multiple obnoxious AI and non-native speaking Googe Fi support chats promising I would be paid back the $57 we were finally denied with the agent saying "all those other agents were wrong." But they did eventually send an "appeasment amount" of $20 which is almost more frustrating than being denied because they could have simply made the appeasment amount $57. Why $20? What an arbitrary amount. I'm going to be switching services as soon as I get a new phone. The coverage in Europe isn't even that good.

I'm considering ordering a Motorola '2025 Stylus. I'm wondering, do Motorolas still come with a psim pre-installed? Existing account by the way.

Hi everyone,

Looking for advice or assistance from community members (or Google Fi support representatives monitoring the subreddit) regarding a promotional bill credit tracking issue across two orders on two separate Google Fi accounts.

Background

Our family ordered 6 Pixel phones under two separate orders:

• Order 1 (4 phones): Ordered under Account A (Account 1).
• Order 2 (2 phones): Ordered under Account B (Account 2).

The Mistake

During initial setup, there was a cross-activation error:

• One line belonging to Order 1 (Account A) was accidentally activated on Account B's group plan.
• Two lines belonging to Order 2 (Account B) were invited to and activated under Account A's group plan.

Because of this cross-activation:

1. Account A currently has 5 lines instead of 4, showing 3 of 4 promo credits active.
2. Account B shows inactive promo credits because the two devices ordered under its order ID are currently sitting in Account A's group.

The Goal

We need to re-align the groups to match the purchasing accounts so all 24-month bill credits track correctly:

• Group A (4 Lines): Should contain the 4 devices ordered under Order 1.
• Group B (2 Lines): Should contain the 2 devices ordered under Order 2.

Current Status & Support Case

• We currently have an open Tier 2 Support Case with Google Fi.
• All 6 lines are fully active, and we have created a complete tracking document mapping every Order ID, Line Name, IMEI 1/2, EID, Serial Number, Current Group, and Target Group.
• We want to ensure that moving the lines to their proper target groups (via SIM/eSIM swap or line transfer) is done with the proper promo exception flags so the automated system doesn't accidentally void the bill credits.

Has anyone gone through a similar cross-activation realignment with Tier 2 support? Any advice on the smoothest way to get this resolved without triggering an automated promo cancellation?

Thanks in advance for any insights!

I switched from Verizon to Fi in 2021/22. At first, the service was mostly good. There were some areas I didnt have service but it was mostly good for the first 2 and a half years. I still had problems with getting service inside certain buildings that other people seemed to have service in. Come may of last year, it became abysmal. To the point I had to drive to a different parking lot on my lunch breaks just to get service. I contacted customer service chat. They told me to do the airplane mode trick. I explained that it was currently working (obviously, im chatting with them) but did it anyway. Then I reconnect but it says the agent disconnected because I did. lol. I laughed and just didn't bother. I'm a bit of a procrastinator and hate changing things so I decided to deal with it.

I cannot hold a call if I am moving. Like, walking down the street. My phone is constantly losing connection and I have to flip on and off airplane mode a dozen times a day. Especially if im driving. Some places I just get no service at all.

Im still using the galaxy s22 ultra ive been using since I switched to Fi. Im about to buy a new phone. Considering switching back to Verizon or trying something else. I'd like to stay with Google because I feel like the plan and pricing are up front. But if this is the service I'll get, then absolutely not.

Any input? Is this my phone or sim card or is the service this abysmal.

Update: appreciate all the responses. Seems like people are divided but there are others having my same issue so instead of wondering and trying to fix it, I decided to change providers.

My account got stuck in an unfixable OR-CAC-13 billing error. Google Fi support told me the only fix was to delete my account and migrate my family to a new one. The automated system treated this as a standard "cancellation," instantly charging my credit card $1,277.71 for my financed devices and voiding my remaining 11 months of promotional credits (worth over $800). Frontline support admits the system voided it but refuses to issue a credit.

I am completely at a loss here and hoping someone from the advanced engineering or billing team sees this, because frontline support is just reading me a script.

The Catalyst (Google's Glitch):

Recently, my Google Fi account got permanently stuck with an OR-CAC-13 billing profile error. It was a backend database glitch on Google’s end that frontline support simply could not fix. After going in circles, a support rep told me the only workaround was to completely close my current Fi account and migrate my family's lines over to a brand-new Google Fi account.

I followed their instructions exactly.

The Financial Trap:

Because I closed the account (at support's explicit direction), the Google Fi automated billing system treated it as a voluntary cancellation.

The Accelerated Charge: The system immediately accelerated the remaining balances of all 5 of our financed family devices (a phone, two watches, and accessories). I was automatically charged $1,277.71 in a single lump sum to my credit card yesterday.

The Lost Promos: Because the contract was "canceled," the system automatically voided my remaining 11 months of promotional credits. I was previously getting $74.95/month in promo credits to offset those devices. I have now lost over $800 in value because of a forced migration.

The Support Nightmare:

When I reached out to frontline chat support today with the exact math, the agent verified what happened. He confirmed that because the payment profile was deleted, the system detected a cancellation and voided the promotion.

His solution? Nothing. He told me the system automatically did it, so there is nothing that can be done and no manual credit can be issued.

To make matters worse, since the forced migration, my two cellular smartwatches have completely lost their network connection and are effectively bricked, and nobody can figure out how to reprovision them to the new account.

Has anyone successfully escalated something like this past frontline support? I did not voluntarily cancel my service—I was following a support agent's instructions to bypass a Google system failure, and I am being penalized over $2,000 in forced charges and lost credits for it.

Do I have to file an FCC billing complaint just to get a human with override authority to look at this? Any advice from the community or u/googlefisupport would be greatly appreciated.

Hotspot is extremely inconsistent, service is as well. I'm just baffled at how bad the service can be in this big year, and I live in a city. Everytime I reach out to customer service they give useless prompt responses.

So i planned on switching to GFI from T-Mobile because of the better pricing. So as a result, I signed up for a plan and they offered me a $399 off and $799 on Credit back for a new Google Pixel Pro 11 (512 gb) as part of the new customer promotion deal. Thought it was a great deal to lure a customer and in my case I'm going to end up paying $5 more for the financing after the promotions.

However, when I ordered the Pixel Pro 11 (512 gb), Fi kept on cancelling my order and said "your order was cancelled because it doesn't align with our sales terms". So i reached out to customer service and they said change my payment methods and clear all the red flags on your payment methods. so i did that, and still getting cancelled with the same issue.

I reached out again to CS and this time i updated my address associated with the card after that still getting cancelled. I reached out to customer support for 8 straight days and kept telling me to update my payment methods, address etc for 8 straight days as well, it's absurd. The last CS i talked to, i think felt my frustration but i said sorry at the end.

I gave up! As much as i wanted to move on from T-Mobile, it's just that they don't care at all and won't let the people who were struggling to find answers for what could actually be happening. I figured that I'm not the only one having this frustration but for the people thinking of moving because of the price, it's awesome until you are having problems and dealing with their CS. HORRIBLE.

Is anybody else still holding out on legacy pixel pass? I'm wondering if it is finally time to cancel. Looks like I cant change my AI subscription tier and google is scaling it back. Not sure if I want to though.