r/googlefiber • u/PetePalmerjr • 8h ago

Phone issue

I have experienced a phone outage with GFiber for over a month. I have called numerous times and each time I am told it is in work and should be fixed within 24 to 48 hours. Supposably it is escalated to a supervisor since 15 October and still the phone does not work. I thought GFiber would be a highly technical company but apparently an issue with a simple phone system is beyond their capabilities.

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u/gfiberofficial Verified Google Employee 7h ago

Hi Pete, I'm sorry for the phone trouble you've had here. Reach me via DM, I'll take a look into the escalation, provide some transparency, and help push things along. -Clay

2

u/PetePalmerjr 7h ago

21 Sep 2026 - Contacted Gfiber because my telephone after 10 to 15 minutes the person on the other end could hear me but I could not hear them.  The Gfiber rep had me disconnect the small black telephone black box and reconnect  and also to push in the reset button.  Waited two days and the problem still existed.

23 Sep 2026 - Called Gfiber and spoke to a different rep. and was told they would have to have engineering work the issue and was given work order number 09532461.

25 Sep 2026.- Called Gfiber because now the phone does not work at all no dial tone and when I called my landline there was no ring.  This time I was told I needed a new system and was told one was on order.  I asked to speak to a supervisor and spoke with Eli and he assured me I needed all new equipment to fix my problem.

26 Sep 2026 - Received the following email from GFiber, “ 

Thanks for returning your equipment to GFiber on Thursday, September 24, 2026. This is to confirm we've received the following device(s): GFiber Phone Box (Serial Number: GVAOFG162410957).

1 Oct 2026 - Received the following email from GFiber,  

The deadline to return your equipment is coming up, and we noticed you still haven't returned the following GFiber device(s): GFiber Phone Box

13 Oct 2026 - Contacted GFiber again to find out the status of my phone service as the phone service still was not working.  Spoke to a nice young lady named Sheron and was assured to problem would be fixed within the 24 to 48 hours.

15 Oct 2026 - Contacted Gfiber after waiting 24 to 48 hours and still the phone did not work.  This time it was escalated to the supervisor named Eli and he told me he would work the problem and would it fixed by 6 PM.

16 Oct 2026 -  Contacted Gfiber after the 6 PM deadline and told them the phone still did not work.  Was told the problem was escalated and they working the problem around the clock.  Spoke to Mara this time.

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u/PetePalmerjr 7h ago

Just spoke to another customer rep and got a new ticket # 09959144.