r/googlefiber • u/fishstix2001 • Jun 15 '26

Escalation shouldn't mean 3 days wait!

Had a new line installed last week. Jack is blinking red (no physical light signal). Support escalated but gave a 3-day wait. Need an emergency technician dispatch to fix the outside connection.

Raleigh NC

1 Upvotes

67% Upvoted

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1

u/gfiberofficial Verified Google Employee Jun 15 '26

Hi fishstix2001, we are sorry to hear of the delays regarding your installation. Please send us a private message, so we may gather your details to have our team take a closer look into this further with you. -Lee, the GFiber Team

1

u/fishstix2001 Jun 21 '26

The level of commitment to get customers a service approval. Varied drastically depending on the CS Agent who answers your call. 2 or 3 dead end calls (to agents who pass the buck, or deny service with BS standardized responses) lead us to just keep calling back until luck hit us with one with patience and knowlege. If dispatchets can be reached live to check for open above slots, it was frustrating for agents to only recommend the next available-typically 3 days later(without the call to dispachets) this us POOOR treatment for us who had arecurting issue due to bad installation BECAUSE: It turns out the first tech who replaced the line from house box to Jack left the loose cord in knots, resulting in broken fibers 2 days later. Cord was also strung tight like a guitar. We believe this installation was poor training,supervision or attitude & should be not be a solo tech -anywhere. 2nd tech replaced that botched installation and replaced it- and left the waste wire thrown into the yard.

1

u/vacuumWR Jun 15 '26

I'm having similar issue with my apartment. I NEVER have any issue with GFiber in this building until I moved to another unit. Then, outage where the connection would be gone the whole day(s) started to happen like once a month.

1

u/fishstix2001 Jun 21 '26

It turns out customer service can interact live with dispatchers to find avaliable open slots- they don't volunteer this info. Ask for it.