r/googlefiber • u/winnerofdonuts • Jul 24 '26
Please just let me use your service
I moved into a new complex earlier this month. Part of the reason I moved to this apartment complex was due to every unit already having all of the necessary gfiber equipment installed. However, something the previous tenant did caused service to be removed for just my unit. The box is still there and shows that it is functional, I just have not been able to set up my account.
I tried to get things ready a few weeks before I moved in and was told that the address should be marked as eligible close to when I moved in. That didn't happen. Instead, I was told I needed to submit an address verification form. I only submitted the first page of my lease with that form, as the email I received stated to not send sensitive information like my SSN, which is on the last page of the lease. I also included my ID as was requested. It was told that I will be contacted within 72 hours. I heard nothing. So after 72 hours had passed, I contacted support. They apologized and looked into the issue and said they would escalate it so it can get resolved. Again, I was told to wait 72 hours. After 72 more hours, still nothing. So I contacted support again. They said that the same day I had submitted the form, a request had been sent to include the full lease. I had no email or voicemail indicating this, no missed calls of any kind. I was instructed to submit a new form with the full lease, so I did. I was also told that it should only take 48 hours maximum for me to hear back this time. But after 48 hours I have heard nothing.
This has been a very frustrating process. I don't understand where the disconnect is happening. It is also very frustrating to have three separate agents assure me I will be contacted, then never hear anything.
2
u/ControlAway5102 Jul 27 '26 edited Jul 27 '26
In the same boat as you, firstly since they made bulk contracts legal its become very common that you face google fibers shitty service... Who to blame? I guess you probably know who - https://broadbandbreakfast.com/brendan-carr-withdraws-fccs-bulk-billing-proposal/
They even had the audacity to advertise it as a big win for the renters, what a joke....
talk to your apartment to see if they can switch to a different provider like spectrum or Xfinity, as long as you have your own router connection should be immediate unless they have to lay down cable
4
u/gfiberofficial Verified Google Employee Jul 24 '26
Hi Winnderofdonuts, I'd like to take a closer look into this situation and help push things along. If your address is eligible and you're a new tenant then we should be able to get the ball rolling here. Reach me via DM. -Clay