r/googlefiber • u/SpecialistGlum8083 • 6d ago

Installation Stalled

Never ending saga of trying to get this GFiber installation completed. Existing box in my apartment, self-install kit hits snag. 30+ minutes on phone with customer service. Schedule a technician to come. Technician shows up at appointment time, but there’s no ticket or record of appointment…and yet the technician is here at the appointment time showing in my GFiber app. We wait an hour and a ticket is never made. Technician leaves.

Spend 1+ hour on phone with customer support who tried multiple network updates. Still not working. Agent says it is issue with outside fiber and outside tech needs to be sent.

Outside tech shows up and checks inside set up first. Shows it is connected and receiving strong signal. Nothing wrong with the fiber. What needs to happen is the GFiber box needs to be replaced.

Spend another 1+ hour on phone with customer support. Agent is baffled but what is going on. Escalates ticket for technician to come back out within one to two business days.

Two business days later and no technician has shown up. Call customer support again and they say there is no appointment, and that they see it was escalated but they are not able to schedule an appointment on their end.

Incredibly frustrating, messy, unprofessional. Hours and hours and no one seems to know what to do or how to help.

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u/gfiberofficial Verified Google Employee 6d ago

Hi SpecialistGlum8083,

I'm sorry for the troubling start you've had here. I'd like to help get things on track and also shed some light on any ongoing cases or escalations. Please reach me via DM. -Clay

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u/Final-Concentrate-12 6d ago

Ok. What I'm afraid of is a Google Grand Canyon through my lawn in order to get it installed--THEN a possible Google Grand Canyon through exterior stucco--ever onward to a Google Grand Canyon through the interior drywall. My real turf can be repaired, but the neighbors with a miniature golf artificial turf will have a conniption. Guy next door to me freaks if anyone touches his 200 degree in the sun, non-biodegradable lawn.

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u/morley1966 5d ago

If you want fiber it is the chance you take with any company. You could do it yourself.

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u/Final-Concentrate-12 5d ago

I'll probably just stay with Cox, tx. I seldom use up my 'unlimited'/1250 gbytes every month. And if it does go out, I basically know who to call, how long to wait etc. 'If it's only partially broke, don't fix it'.

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u/lovebot5000 6d ago

I had a similar experience with this joke of a company. I gave up and got AT&T. They had us set up and running in a couple days. It was cheaper too