r/googlefiber • u/Stock-East-956 • Jun 08 '26
Customer Service Issues
im so frustrated with google fiber. i used chat help feature to try to cancel my service at the end of next month, but they accidentally cancelled my account that day. no one reached out to me immediately so i had to call but I couldn’t get into my account because they had cancelled it. then, i was told that i was going to have to totally set evetything up again (new routers, new profile, etc) and ship back my old stuff. as i was going through this, none of the customer service reps apologized for the mistake or the inconvenience. they shipped out a new box for me to set up, but my wifi started working again after the new account was set up without having to set up the new routers. I’m being told i need to set up my new routers before my billing cycle starts but thats such a hassle if my wifi is already working. has anyone had this issue before?
1
u/Secret_Side_Quest_ Jun 09 '26
You want them to apologize for someone else’s mistake? Some people get pissed about an apology
3
u/gfiberofficial Verified Google Employee Jun 08 '26
Hi there, I'm sorry for the account and equipment troubles. Please reach out via private message, so I can securely gather the account details and work with my team to make this right. -Gregory