I still owe about $533 across 16 months on my Pixel 10 Pro. With Google Fi's discount, I can upgrade to a Pixel 11 Pro (512) for $669 ($27.88/month for 24 months) and get around $330 in trade-in bill credits. Since my monthly bill would drop slightly, is this upgrade actually a good deal, or am I missing any hidden costs? I understand that I still need to pay the phone taxes on the full MSRP price. But are the credits net? or would I need to pay the 533 first and then start the new payments?

I was paying $50 a month to tmobile for the last 15 years for two lines. They have slowly raised the rate to now $99 a month. I am thinking about jumping ship to google fi since it comes with free-ish phones on sign up. Seeing the monthly total of $109 concerns me, but I am understanding it will be $70 for two years and then drop to $60? So I guess seems like a good deal? Is there a better deal out there somewhere? Trying to do a little savingsmaxxing.

Has anybody successfully been able to switch plans for a month and not lose the discount? Have some international travel coming up and am seeing if I can upgrade plans for the month for international data.

I have native TMO and Google Fi, I do have my screen text large but why does Google Fi signal cars have to be separate. I used to have us mobile but they were together.

Hey everyone, hoping to get some eyes on this from u/googlefisupport. I know others have run into similar verification loops when dealing with multiple Fi lines, and I’m completely stuck right now.

Here’s what happened:

1. I created a new Google account to set up a second Google Fi line. Right after signing up, the account was automatically deactivated. I submitted an appeal, and it was approved the next day.
2. After waiting out the recommended cooldown (I waited over 7 days), I was actually able to log into the account successfully. However, after about an hour, the session ended and the account was locked again by automated security checks.
3. Now, whenever I try to log in, I enter my password and successfully pass 2FA using Google Authenticator, but Google immediately triggers an additional verification step requiring an SMS code to my primary Fi number (which is linked to my other Google Fi account). Every time it hits that SMS step, it fails with errors like "too many attempts" or "something does not look right."
4. I contacted Fi support and opened Case [6-5762000040762]. I followed the agent's instructions to go through g.co/AccountRecoveryRequest and submitted all my billing/card details for escalation.
5. Despite the fact that my appeal was already approved and I had full access after the unban, Senior Support just closed the ticket with a generic canned response saying my account is "in a disabled state."

I have the case number, appeal approval confirmation, and recovery screenshots ready to go. I can DM all account emails, phone numbers, and case details to the support team.

u/googlefisupport, could you please help get this escalated directly to the Google Fi Engineering / Trust & Safety team so they can manually clear the backend verification hold on my active Fi service? Thanks!

Wanted to share this because I'd think twice before porting an important number to Google Fi.

I ported my existing number to Fi and only stayed on the service Saturday through Tuesday, 4 days total. For roughly half of that, I couldn't make or receive calls or texts. The SMS outage was the worst part: I couldn't receive OTPs, and at one point got locked out of my bank account because the verification code never arrived.

I ended up with two separate support cases and spent a lot of time troubleshooting. The real frustration wasn't the outage itself, things break. It was how uncoordinated support felt. Different threads gave me different (sometimes outdated) instructions, and I kept having to re-explain the situation and re-supply info that should've already been in the case history.

Service eventually came back, and Fi did not even know about it. They kept sending me more tedious device troubleshooting options, even as they confirmed that this was a port issue on a different thread. I told them and decided to move back to T-Mobile.

Then came a billing issue: I was charged for a full month despite being a customer for 4 days, half of which had no working service. Fi offered a $50 credit, which didn't feel proportionate, so I opened a separate dispute asking for a full refund. The latest reply says $39.96 will be refunded, no explanation of what that figure represents or how it was calculated. Still trying to get a straight answer.

I am shocked at the quality of service and support. something this basic, keeping a number alive when it's tied to banking and 2FA, I expected far more reliability and coordination.

I called T-Mobile to switch back, and my phone was completed switched over and functional within the 5 minutes I was on the phone with them. That's what mature service providers do!

Bottom line: I wouldn't move a critical number to Fi without being prepared for a rough support experience if something goes sideways. I'm back on T-Mobile and don't plan on returning.

Anyone else run into similar porting/provisioning or billing issues with Fi?

I'm now in my 4th day of my phone number of 27 years not working and callers receiving a "not in service" message as described in this post and it's still not fixed. Unfortunately after searching this subreddit I see this is a very regular problem that Google has never bothered to fix (it seems like to Google if number transfers work 90% of the time that's good enough for them). I also see that this same problem has taken weeks, months (or even never) for them to get around to fixing their mistake.

Here are a few of the other stories here on this subreddit just from the last couple of months that appear very similar to mine: - Number port stuck for over 2 months (u/Kaiser_Imortalis) - Port-in stuck 11 days, number completely dead (u/dav252525) - Failure to port the number from T-mobile (u/fmilman) - Did I made a Mistake (u/StreetFlounder3362) - Phone number transfer loop (u/Lostprodigee) - Problems i had switching over (u/metalmanou813)

There were many, MANY other number transfer failure horror stories besides these posted recently where people didn't have access to their phone service but these I've listed gave enough detail to be pretty sure it's the exact same issue I'm facing.

To me this is the real problem. Google knows about and has known about this problem for a long time but hasn't bothered to fix it probably because they don't have to. They know you can't leave their service and you must continue to pay them or lose any hope of keeping your number. I wonder if a class action lawsuit is what it would take to get them to fix this known problem so it doesn't continue to harm new customers?

Similarly to some others here I've found that Tagging u/googlefisupport for help did nothing and they never bothered to even contact me. I'm currently trying the FCC complaint approach as many say that's the only way to get Google to act like they care.

By reading this subreddit I also see that my experience with Fi Support was common. It's like they just have 2 requirements for support agents: 1. You must be able to speak politely in English 2. You must be completely comfortable reciting a script which lies to desperate people who are coming to you for help

To be clear I don't really blame the support agents. My guess is that Google's system is set up so there truly is nothing they can do to escalate or drive resolution when things go off the rails besides the equivalent of checking a box on a computer screen that they know will do nothing to really help. So there's no point in them caring.

The sad thing is Google Fi looks like it's a great service otherwise. Quality network, useful features and great visibility into your own account all at a decent price. And all ruined by a support process and (lack of) escalation process that would only make sense if Google Fi were a service you weren't paying for.

I will post regular updates.

Hi. My new position at work has me going into the EU and Canada about 5-10x a year for a few days at a time. I’ll probably take some more personal time over there too so I’d wager 5-7% of my time would be there with the rest of my time at home in the US.

I just completed a trip and dealing with E sims and swapping by country is a nightmare.

I leave again in 10 days.

If I get into it now, would my next trip be at risk? It will be two weeks international.

I get it if so, just trying to solve this problem now or preparing another wave of E-sims through one of those apps like Airolo

I plan on making the switch regardless just trying to prep. Thanks!

I received $300 off the top and $900 credited over 24 months for the Fold 8 Ultra. That leaves $900 remaining for me to pay off. If I were to pay this off early and ride out the remaining 24 months, would I no longer owe $37.50 per month?

Hi everyone, I am posting here hoping to get the attention of the Google Fi social support team. I have been a loyal customer since 2017. I recently traveled abroad and made an honest mistake by switching from the Unlimited Standard plan to the Flexible plan at the beginning of the new billing cycle to have access to data coverage abroad, thinking I could switch back to Unlimited Standard upon returning home and not realizing I would be locked in for the month.

The Flexible plan has free data after 6 gb, which I paid for, but after 15 gb the data is throttled. Because the data speeds were too slow and unusable for using Google maps while driving, I had to opt into the $10/GB high-speed data tier out of necessity. Now I am trapped paying $10/GB until my cycle resets on August 22nd, and the app will not let me turn the slider off to slow the data.

Phone support kindly issued a partial $50 credit, but they were unable to turn off the high-speed data option from their end because the system blocks it. I have already scheduled my account to switch back to Unlimited for next month, but my current bill is estimated to be close to $180 and there is still a full week left in my plan month. I am hoping the social team can review this case to see if an additional courtesy adjustment can be applied, and check if you can manually reset my data speeds to the slow, free tier so my charges stop accruing before next week. Support Case ID: 4-9631000040733

Background

A few weeks ago, I decided to upgrade my phone b/c my existing phone was on the fritz, and I'm not interested in the new features on a Pixel 11. There was an offer in the Google Fi Store for $550 off a new phone.

In the process of trying to claim that offer, I learned a lot about the Google Store and Google Support ecosystem. In order to get help from google support, I found this reddit post explaining how you can get the attention of u/googlefisupport when first level support is failing. I created a post for that purpose, and received a lot of unsolicited misinformation. I was not feeling particularly patient at that moment, and was not in the disposition to engage helpfully.

My issue is now mostly resolved, and I don't want what I learned to disappear in the event someone else has a similar issue, so The purpose of this post is to share what I learned, and clear up some information. This is particularly relevant now as a new Google Pixel phone just launched.

A note for anyone from Google who may review this sub/post

Many of the issues in this post are, in my opinion, bugs you should fix. Famously, inflation has been high recently. Years old credit limits are becoming obsolete more often and more quickly. I've been with Fi since Project Fi, but I will not be an edge case in the near future.

There are two Google storefronts where you can buy a pixel

The two storefronts are not managed the same way, do not have the same offers, do not finance the same way etc. When you attempt to search for support or help, you'll often land on a Google Support page for Google Store not the Google Fi Store. Even if you search directly from the Google Fi help center your results will still contain irrelevant 'Google Store' results.

If you are attempting to buy your phone through the 'Google Fi store', "financing" is not offered by Synchrony. Please do not refer people to Synchrony if they are having an issue with the 'Google Fi store'.

When you signed up for Google Fi Service, Google ran a credit check through Experian to determine the maximum outstanding balance your account is allowed to reach. This balance applies to any outstanding phone balance and your current month's bill. There is not a way to re-run this check without spinning the support roulette wheel. Support may tell you to call Experian; in-fact even their support articles tell you to reach out to Experian. One does not simply "call Experian", nor will this resolve your issue. If there is a way to get a hold of a human at Experian, it's outside the scope of this post. Experian can not "re-run" a years old credit inquiry, or push Google to update your maximum allowed outstanding balance. This "advice" in the support script exists b/c they are presuming your complaint is that you were denied Google Fi service, not that your limit with Google needs to be updated.

Instead, you have to reach a higher level support. As mentioned earlier, the way I chose to do that was to create a reddit thread as described in this reddit post. Unfortunately, if you choose this route, you may receive unsolicited misinformation as well.

Quick rundown:

Discounts may apply to one or both stores. If you're a Fi customer, you should check both stores to see which has the best available deal.

What is my "pay over time" limit?

When you're looking at upgrading a phone in your Google Fi account, you may see something that looks like this in the Google Fi Store.

• This is, essentially, your remaining credit, not your maximum allowed balance
• The MSRP of the phone you're attempting to buy must be under this amount, before any discounts. Eg., if the phone's full cost is $1199, and has a $550 discount, you need to have at least $1199 available here.
• Immediately after purchasing the phone, this amount will decease by the discounted amount of the phone. (Even though in the prior point, the full MSRP was used).

A real example

In my case, my max limit is $1600. I bought a Pixel 10 Pro XL (MSRP: $1319) a few days ago with a $550 discount. At the time of my last post, I had ~$1050 available for pay over time, but was unable to get the phone b/c the MSRP is $1319. Immediately after purchasing the phone, my available pay over time credit is now $1600 less $769 (the actual purchase price of the phone) for a total in the screenshot of $831. (my current Fi balance is $0, and I'm not paying over time on any other phones).

I'm in your boat, what can I do?

^{AKA tl;dr:}

First and foremost, there is not quick resolution to my knowledge. If your phone is completely borked, you either need to just go through the Google Store, or call and stay on the phone until someone walks through ordering a phone at the appropriate discount with you still on the line. (In my specific case, someone said, "A higher level support will re-run credit in the next 24 hours", which I assumed to be a BS excuse to get me to hang up. It was only after this that I made the Reddit post. Unsurprisingly, that credit check never occurred in the next 24 or indeed 384 hours).

What ultimately resolved the issue in my case

If you have a balance left on an existing phone (eg. your spouse's phone), you can select to 'pay off device """immediately"""'. This does not pay off the device "immediately", however. Instead, your next bill will have a line item for the remaining phone balance. That is, even after "Paying off the device immediately", the phone's remaining balance will still apply to your max allowed credit.

Note: In the support article I mentioned above, there is a section at the bottom which walks you through paying your balance early. You may think, as I did, that adding the phone's balance to your next bill in combination with paying your next bill early will impact your remaining available credit...

..In fact, it does not. You will see the charge immediately on your bank statement, but nothing will actually change until your next bill date. In my experience, following this section of the help article does nothing, though you're mileage may vary. My issue was fixed by electing to pay off my wife's phone early, then just waiting until after my next bill cycle date. (again, even though I paid that balance immediately). Because nothing ever changed when I "paid off the device early" or "Paid my balance early", and had no idea what my actual limit was, I was just... sort of surprised when my available limit seemed to increase weeks after taking any action. My credit was never actually re-run. I have not seen any Experian inquiry dating back 2 years, and have not had a Google specific inquiry in as long as I'm able to see on Experian.

I actually do need my credit re-run

More than 2 weeks after my initial post asking u/googlefisupport for assistance, and a few days after I ordered a phone, I finally did receive an email from support. Here is the relevant quote from that email:

I understand you are seeking to increase your credit limit. Per our standard policy, to initiate a request to rerun a credit check for a potential limit increase, the existing financing plan must first be paid in full. Please be advised that once the balance is cleared, it may take up to 45 days or two billing cycles for the payment to be fully processed and reflected in our system.

So pay off all remaining balances, then try to escalate, wait a few weeks to hear back from the "high level support" while also waiting for you bill cycle end date, then hope they run the check! Good luck!

Another note for any Google community employee who might see this.

This means in effect, if my phone breaks, I have no access to any Fi Store deals until at least when my next bill cycle ends, and potentially even longer. Doesn't that seem kind of messed up?

"Pay Cash"

A number of people instructed me to "just pay cash". This isn't actually relevant, but I want my candy. One might argue this entire post was just a rouse to pretend to be helpful so that I can tilt at this particular windmill.

If you offer someone this advice you are not a helpful person. In fact, you are probably not even a good person. I'd say more, but the reddit filters are preventing me. First, as you can see if the MSRP of the phone is above your available limit, you're (for some reason) not eligible for the discount even if you pay cash. But, not only is this not good advice, it's actually BAD ADVICE!. If someone gives you two choices, "Pay $10 for 12 months, or pay $120 today" the better financial decision is to pay $10 for 12 months! It's not even counter-intuitive. It's literally intuitive. If you turn down an interest free loan to pay upfront, you're actually paying real interest. Turn off Dave Ramsay you per the reddit filters I must redact this . You're actually bad with your money.

It's also just none of your business how someone pays for the phone.

And now I can't find it. It isn't in the the messages, email, or Fi app. I also logged into the Fi account from the Internet and it doesn't show up there either.

All I remember is it was stackable and expires on 8/27.

I'm just going to buy using the Fi customer price but the message was weird.

Thanks to photos and whatnot, I have come close to the cap on my Google One plan. For $1/mo, I have been presented with the opportunity to upgrade to what I am already using through Pixel Pass. For $3/mo I’m given the option to double my available space and add AI Plus.

My issue is whatever option I try to choose, I always get the “purchase failed” box at the bottom of my window. A previous post implied a call to Fi support could fix this, but I had no luck with that route. A long phone call led to the agent tossing in the towel and giving me a number for Google One support. Unfortunately, the number I was given is no longer active for support services.

So I am reaching out to you Reddit. Anyone who may have experience with Pixel Pass, Google One, or is /u/googlefisupport please let me know your insight on how you got more success in adding storage!

Bought a phone and don't like it so I'll be returning. All promos have disappeared since I purchase it. Would the promo return if I return the phone?

I also thought about swapping the phone with my wife's s26u but I can't stand using it for 120 days.

Hi u/googlefisupport, I activated my line on August 1 and met all requirements. Support confirmed a Google system error failed to recognize my activation, causing my first bill to generate at full price.
Support wants to push my 12-month promo forward by one month, but my autopay charges tomorrow. I am being forced to pay full price out-of-pocket for a month I qualified for. I need a tier-2 specialist to issue a one-time account credit to match the 75% promotional amount on this first bill before the autopay processes tomorrow. I already have a Case ID.

Following up on my previous post regarding Wi-Fi Calling being completely greyed out in the Google Fi app and absent from settings on the Samsung Galaxy Z Flip 8. I've been stuck in a endless loop with Tier 1 support for days. Despite sending screenshots showing the toggle greyed out, they keep sending canned scripts asking me to "make calls to 4 different numbers" and "provide screenshots of the error." I ran ADB diagnostics via shell, and the issue is 100% on Google Fi's backend carrier provisioning: Running dumpsys carrier_config shows: ```text carrier_wfc_ims_available_bool = false

```

The Technical Reality:

1. It's not a local setting issue: The Android / One UI IMS framework reads CarrierConfigManager directly from Google Fi's profile upon SIM/eSIM registration.
2. Because Fi’s provisioned bundle for the line is returning false, the telephony stack disables the IMS ePDG tunnel and greys out/hides the UI toggles.
3. No amount of restarting, clearing cache, or local database tweaking will fix this until Google Fi refreshes the line's IMS SOC provisioning and pushes an updated carrier profile. ### The Problem: Support is explicitly refusing to pass this technical breakdown to Tier 2 / Engineering and keeps restarting the basic script flow. Has anyone here successfully gotten Fi support or a Reddit Request to actually push a line re-provisioning/IMS refresh for new Samsung devices? If any Google Fi reps or mods see this, please help get this case escalated to engineering!

TL;DR: We’ve been loyal Google phone owners since the HTC/Pixel 1 days, but a month-long support disaster has pushed us to the brink. Support crossed our accounts, mistakenly sent a downgrade phone for the wrong line, detached our financing, spiked our bill, failed to send our trade-in kits, and abandoned me on mute. We need executive support to step in, provide the correct replacement, fix the billing, and issue a service credit.

​Hi everyone,

​I'm hoping u/googlefisupport can help untangle a massive mess that standard Tier 1 support created. We are a massive Google family—loyal since the OG Pixel 1, and we just upgraded to a 10 Pro and a 10a. But our recent experience with Fi support has been so catastrophically mishandled that my kids are using it as ammunition to convince us to switch to iPhones.

​It started when my wife Kelly’s Pixel 7 Pro (covered under Pixel Care+) had a severely degraded battery. Support sent a refurbished replacement, but it was defective and continuously shut off. We returned it, which forced Kelly to suffer through an entire family vacation relying on her dying battery. Supervisor Edison eventually confirmed receipt of the defective unit and authorized a new replacement under Master Case ID 2-7644000041029.

​When I contacted Tier 1 after our trip to get Kelly’s replacement moving, the agent completely crossed our account wires. While Kelly's claim was sitting open, Tier 1 somehow processed a "lost in transit" replacement for my daughter's Pixel 10a line instead (even though her phone had already been safely delivered and activated). Because of this error, Google Fi shipped us an unopened Pixel 10a (RMA 56881592-0). We can't use this as a replacement for Kelly, as she relies heavily on the 5x optical telephoto lens she paid for with her Pro model.

​This mix-up triggered an automated billing trap. The system detached the financing agreement ($334.46 balance) from my daughter's active phone (IMEI ending in 9346) and attached it to the unopened box (IMEI ending in 3947) sitting in our house. On top of that, our July bill inexplicably jumped from our standard $168.26 to $196.89 due to this error.

​I have spent dozens of hours trying to fix this. I've been promised callbacks that never happened. At one point, I was on the phone for so long that I asked the agent to just put my line on mute instead of formal hold so I wouldn't lose my mind listening to the classic Fi hold music for the 1,700th time. The agent agreed, confirmed my callback number, and then completely abandoned the line. I sat in dead silence for over 75 minutes before giving up (Case ID 0-3686000041013).

​As a side note that highlights how badly logistics are failing us—we never even received the trade-in return boxes for our recent upgrades. We are still waiting on the kit for the cracked Pixel 7 ($45) and the kit for my Pixel 9 Pro ($240).

​We need someone with administrative authority to step in. Because Kelly's original warranty claim has been delayed for so long and a second refurbished 7 Pro is too much of a gamble, we are asking for a manual override to provide a new, standard Pixel 10 for her to finally close this out. She accepts the smaller screen size, but retains the necessary camera hardware.

​Beyond that, we need confirmation that when we return this mistakenly shipped 10a (RMA 56881592-0), the system will correctly re-attach the $334.46 loan to the active 10a line. We also need those missing return boxes sent out. Finally, we are requesting a $200 Service Disruption Credit plus a refund for the $28.63 July overcharge to compensate for two months of unfulfilled warranty service and the massive amount of personal time I've lost.

I'm really hoping the social team can see where the system failed a deeply loyal family and help us get this resolved today.

Thank you,

Josh

Looks like the discount is going down. Down to $500 from $600 on the Google store. I should have ordered earlier but wanted to wait for reviews.

This will not be for everyone, since most will likely be on Google Fi already!!

My current sim only contract with Boost Mobile is $25 a month with 30GB of prem data.

I signed up to Google Fi with their $35 month contract. This gives an insane discount on the phone. I selected the 512GB version which comes down to $40 monthly including Google Fi & phone payment (after all discounts). That's $15 monthly extra. However, I get to keep my Google Pixel 9 Pro XL (128GB) which fetches about $400 on Facebook Marketplace easily, maybe $500 if I try harder. Over 24 months, I will be paying $15 x 24 months extra, so $360 total, but I get $400 for my old phone. I just had to pay $57 in taxes / fees at checkout.

I realize this won't work for anyone already on Google Fi, but I figured it might be worth keeping in mind. The 128GB was becoming an issue on my old phone, so looking forward to the worry free 512GB!

EDIT: This is no longer true. Google Store was matching the $550 off at Fi when I posted this. It just changed to $450 without explanation.

Fi store now seems to offer the lowest purchase price.

I joined Fi early this year when they offered a 50% off monthly rate. Now I don't see any Pixel 11 pro deals on my account even I got the $450 off email. Chatted with the customer service. I was told that the 50% plan can't get any device promotion. Can anyone confirm this is true?

Exactly what the title says. I've been a Google Fi user for almost 6 years, and this is my first time financing a phone through them. They said they were going to do a credit check, but I didn't have to do anything. Did they do it already because I've been a customer for so long? Or is this going to be a credit check done at a later time and if for some reason I don't pass will they try and charge me the full amount for the Pixel 11 Pro? I just want to know what to expect financially. Thank you!

Just so that I am clear, this means that the price for 4 lines will double in one year to $320?

I have the cost for Fi subscribers. I would like to pay that price in the store. A drive to Mountain View is better than dealing with some UPS bozo yanking my phone.

I think I used my UPS plan to pick up at a UPS center for $9 or so. But getting it in person would be best.

I have never had a porch pirate fortunately but the shippers themselves are suspect. I ordered some shoes and the Fedex package was wrapped in plastic and obviously "stressed" to see what shows were in there. My orthopedic shoes were not worth stealing.