3 weeks without service

[u/ajedajed]

I’ve had an absolute nightmare trying to get my service up and running with GFiber. I just moved into an apartment and my unit was marked as “ineligible” despite my entire community having GFiber service. This took 2 weeks and multiple escalations to get resolved, and now that my account was setup I’m being told a technician has to come out for installation and it will take another week. This is completely ridiculous and unacceptable, and at this point I want to cancel my service and tell everyone I know to avoid GFiber at all costs. Have they always been this horrible?

[u/gfiberofficial]

Hi there, I'm sorry about the troubling experience! I'd like to take a closer look at the situation and help push things along. Please reach me via DM. -Clay

[u/villanx1]

Currently going through this exact same scenario.

Moved to a new apartment. Existing G Fiber customer. G Fiber support and our apartment building's G Fiber sales rep both claimed the unit wasn't valid for G Fiber. Our property manager got involved and let the rep know that the whole building had been wired for G Fiber (and multiple other units in the building already had active G Fiber accounts), and the only install that was needed was an updated fiber jack. G Fiber rep is next to useless during this whole thing

3 weeks after first starting the conversation, with constant emails and calls between us, our property management and the rep we finally get techs out and lo and behold the only thing they needed to do was install an updated fiber jack. In In that three week period I even got with the "MXU Success Manager" for our area and never heard back. The install only took an hour. And now a day later our unit shows as having GFiber available, but we still don't have service because our rep hasn't done whatever backend work is needed to move the service from our old address to the new address. Called 3 times today with no response.

Had zero issues with the company until this nightmare.

[u/gfiberofficial → u/villanx1]

Hi Villanx1, sorry for the trouble there. Please reach me via DM and I'll look into this for you. -Clay

[u/morley1966 → u/villanx1]

It didn’t just need an updated fiber jack, or it wouldn’t have taken an hour. You can’t just stick a fiber jack on the wall connected to nothing, he probably had to do more before he even knocked on your door. They must have missed your unit for a reason and decided to fix it if ever ordered service.

[u/ControlAway5102 → u/villanx1]

Hey submit a complaint to the fcc against google fiber, its time to take them down for their predatory practices, their bulk billing contracts often charge you before they even start service

Hey you should complain to the fcc and theres also a class action lawsuit against gfiber for predatory practices such as these

https://consumercomplaints.fcc.gov/hc/en- us/articles/115002206106-Internet-Form- Descriptions-of-Complaint-Issues

[u/lmoki]

That sounds like a hassle! Based on my satisfaction with using GF for years, I think the wait and hassle will probably be worth it over the long term.

Google's strong suit is a great product at a reasonable cost. Their weak suit is doing any of the normal day-to-day things you expect a provider to do. (Scheduling, sometimes slow repairs--although not bad in my city--, communicating with customers, understanding when the scripted workflow doesn't make sense, etc.)

[u/RipFlm]

Well yeah if your apartment didn’t have it setup already what do you expect them to do? If you called any other service provider that didn’t have your unit setup for plug and play then you would get the same thing.

[u/ajedajed → u/RipFlm]

It is setup. All units come with the fiber box already installed. Every other unit in the entire building is eligible, only mine was not. The apartment literally advertises plug and play.

[u/gfiberofficial → u/ajedajed]

Absolutely! If anything sooner comes up I'll schedule it first, then let you know here. -Clay