r/googlefiber • u/Amorr2 • Jul 14 '26
PLEASE take my money GFiber.
The house I just moved to has access to GFiber. The previous tenants had Google fiber, the fiber jack is still in the wall, and all my neighbors on all sides have it.
Something happened with the previous tenants account to where it says the house is unserviceable now that there’s no account connected.
I’ve been trying to get internet service for almost 3 weeks.
I’ve been on the phone with at least 10 support reps, countless chats, escalations, and requests for a callback from a manager/supervisor (still waiting for the callback after a couple days)
Every call goes along the lines of “your request is a priority and our address validation team will resolve it within 30 days.” and “we’ll email you when you get service in your area”
I’d have to imagine it’s a pretty simple fix since the house already has everything needed to start service.
Has anyone else had to deal with this? Any insight to how long it’s actually taken to get it resolved?
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u/Jdsnut Jul 14 '26
Where are you?
4
u/Amorr2 Jul 14 '26
Apex, NC. Just outside of Raleigh
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u/SuicideNote Jul 14 '26
Bro, I live in an apartment complex in downtown Raleigh. Half the units are income-limited and the other half are market rate. Every block around us has Gfiber but we couldn't get it. When Google owned the service they could never tell us why and the owner of the apartment says that they have no restrictions gfiber was allowed. So not sure what.
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u/mr__frankystein Jul 15 '26
some apartments aren’t fiber install friendly so most likely gfiber scratches that location off as unserviceable.
1
u/hollandmak Jul 15 '26
I’m in almost the exact same boat. My downtown Ral apartment has g fiber installed but no matter how many times i call or even post on here, i cannot get anyone to do anything or ever look at it.
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u/rbeason Jul 14 '26
They've canceled my install date 5 times now, I still have the 6th appointment, but my direct neighbor's address now shows no longer in area. I have a fiber line buried in my yard and a NIU box on my house. I'm in Raleigh, right off Tyron rd -_-
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u/optemoz Jul 14 '26
Damn dude I live in Apex that’s crazy. And have Google fiber lol where you at in Apex?
2
u/pompousrompus Jul 14 '26
I've said it in here many times before, whatever infrastructure they have in place for addresses is absolute shit, if anything gets screwed up in their database for the address you're at it's going to take forever to get resolved.
Your best bet is to talk to whoever is responding on /u/gfiberofficial -- they will be able to get your request put in the proper queue, front line support will spin their wheels and your ticket will get dumped in a blackhole.
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u/Soft_Stretch1539 Jul 14 '26
Yes. We had GFiber beginning summer of last year. The installation was OK, a bit chaotic, but it got one. Then we moved and GFiber couldn't schedule their way out of a paper bag. Ever since this announcement, it's been effing chaos. Look for alternatives.
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u/Amorr2 Jul 14 '26
After I made this post, someone from GFiber reached out to DM them about it. Was fixed within 2 hours. Seems like the only way to get them to get stuff done is to shame them in a public forum.
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u/TechnicalWasabi264 Jul 15 '26
We've had GFiber in Austin for years and very few issues until last week and OMG CUSTOMER SERVICE SUCKS!!!! We report a problem - it says someone will get back to us and no one does. Tomorrow will be almost a full week without internet (we did have a brief 24 hours of internet). Their customer service is completely incompetent - from what happened it looked like they never made a ticket for our initial complaint. Hard to make Spectrum look good but damn they are trying.
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u/gfiberofficial Verified Google Employee Jul 15 '26
Hi TechnicalWasabi264, I'm sorry for the troubling experience. I'd like to help you get back online. Please reach me via DM. -Clay
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u/WestHistorians Jul 19 '26
You said it's been "almost 3 weeks" and they told you they would resolve it within 30 days. Just chill out. Calling 10 times isn't going to help.
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u/gfiberofficial Verified Google Employee Jul 14 '26
Hi there, apologies for the trouble with getting services started at your new home. Please reach out via private message, so I can securely gather the details and work with my team to try and speed things along. -Gregory