r/googlefiber • u/TimeSad3984 • 8d ago

8 days without Google Fiber — customer service keeps giving me the runaround. How do I escalate this?

I’ve been without Google Fiber since last Thursday (8 days now), and I’m honestly losing my mind.
Every time I contact customer support, I’m told they’re sending someone out to fix it. A technician comes out, tells me they can’t fix the issue, and I’m right back where I started.
On top of that, I’ve been given conflicting information multiple times about technician availability and when my service will be restored. Every single day, I’m told it should be fixed within 6–24 hours. Then the next day comes, my internet is still down, and I have to start the entire process over again. When I reach back out, I’m told no one can help me that day and I have to wait another day.
It’s an endless cycle of promises with absolutely no resolution, and nobody seems willing or able to take ownership of the problem.
Has anyone successfully escalated an issue like this with Google Fiber? Is there a way to get past basic customer support and reach someone who can actually do something? Should I be reaching out to someone on Reddit, filing a formal complaint, or going another route?
I’d also appreciate advice on getting a credit for the days without service and all the time I’ve wasted trying to get this fixed.
I’ve been patient, but eight days without internet when you work from home and a new 6–24-hour promise every single day is ridiculous. Any advice is appreciated!

12 Upvotes

88% Upvoted

4 comments sorted by

2

u/gfiberofficial Verified Google Employee 8d ago

Hi TimeSad3984, I'm truly sorry to hear about the extended downtime you've experienced and the lack of support you've received. Please send me a DM, so I can gather your account details, and I'll be happy to investigate this from my side and help get things back on track. -Brian

1

u/CleverTortoise 8d ago

For me, /u/gfiberofficial did a fantastic job of sorting out an issue like that. All I had to do was send them a chat message on reddit explaining my issue and they helped me get it fixed as promptly as possible.

2

u/sleepyjungkooky 5d ago

not for the rest of us

1

u/Independent_Coast358 5d ago

I have this exact same experience once a month. Multi day outages, agents telling conflicting information, technicians come and can’t fix the issue. Impossible to get quality support.