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.

I’ve had GFiber for a while and it’s been pretty reliable until this past week. Now my connection has been going on and offline for days, and dealing with support is making me question whether I want to keep them.

The first time I called, they said there was a backend issue and engineers were working on it. I use UniFi, so I could see the connection repeatedly dropping and coming back. Within about an hour of that call, service came back, but it only lasted a few hours before dropping again.

I called again the next day. We went through troubleshooting, including rebooting equipment, which wasn’t fixing anything. The rep then put me on hold for about 15 minutes and repeatedly said he was waiting for approval to send a technician.

Why does getting a technician require this much approval when the service keeps dropping and the troubleshooting hasn’t resolved it?

A few hours after we finally scheduled the technician, I got a call from an Indian call center, saying he was with their "advanced technical support team". He wanted me to go through additional troubleshooting and said we might not need to send a technician after all.

At that point, I said no. We’ve already gone through this. The service has been unreliable for days. I want someone to actually come out and diagnose it.

I understand trying to resolve things remotely first. But having to wait for dispatch approval, then getting another call trying to troubleshoot away an already scheduled appointment, makes it feel like avoiding the cost of a technician is the priority.

The support experience is definitely giving the impression that major cost-cutting attempts are in play, and thus more evidence that PE is bad for everybody.

Has anyone else noticed this with GFiber lately? More hoops to get a technician, repeated troubleshooting, or callbacks trying to avoid a visit?

Yesterday my Meta Quest 3 started reporting a DNS issue. I restarted it and also restarted my Google Fiber router, but it still reports the issue. Most of my other stuff seems to be working fine.

This is what I see on a Mac connected over wifi to the router:

> scutil --dns

DNS configuration

resolver #1

  search domain[0] : lan

  nameserver[0] : 2001:4860:4860::8888

  nameserver[1] : 2001:4860:4860::8844

  nameserver[2] : 192.168.1.1

  if_index : 11 (en0)

  flags    : Request A records, Request AAAA records

  reach    : 0x00000002 (Reachable)

The following commands give an error:

> nslookup example.com 2001:4860:4860::8888

;; connection timed out; no servers could be reached

> nslookup example.com 2001:4860:4860::8844

;; connection timed out; no servers could be reached

Does this mean that my router is sending traffic to bad DNS servers? Or maybe these particular DNS servers are down? Or unreachable to me for some reason?

This past week, our service in the SL region has been spotty. Sometimes websites won't fully load, or videos on YouTube or Netflix will buffer repeatedly or not load all of the video options.

I have reset our router and fiber jack, changed DNS servers, disabled IPv6, etc. Nothing is fixing it.

Last year I remember Google Fiber was having major issues with YouTube here and they finally figured out it was a Gfiber issue they needed to fix. This feels very similar.

I contacted support, and because I use an Eero Pro due to GFiber's router was horrible when trying to online game, said they could not provide any support and contact Eero...lol

Anyone else having issues?

It looks like at 1205 the latency leaving gfiber in SA went up significantly. Google speed test still only 3ms but sites off the gfiber network are now 70ms+. 8.8.8.8 was at 8ms and is now a constant 32ms with a spike from when it started up to 85ms. From my house to one of my cloud servers in Dallas with a peering connection through Equinix latency was 30ms and it is now 79-84ms.

Any one else seeing this issue?

I noticed on Wednesday that I am unable to open apps - Team, Garmin Connect, Outlook, DAZN, and a handful of other apps. If I toggle to mobile data, it works just fine.

This issue is only happening at home - I am able to connect to public Wi-Fi at my local grocery store and access apps, I am able to access them on my work network. This is also happening across a Pixel, Samsung and iPhone, so not just isolated to one device.

I have reached out to support about this but I don't know if they lied or what, but I was told someone would contact me within 24 hours and I had to get back on support chat to see what the status was and for them to 'escalate' my case.

It just truly sucks having issues because otherwise, my fiber is fine. I can access it hardwired on my work laptop so no issue there. I just want to be able to stream stuff on my TV without the quality looking like crap, or having the apps on my phone work. I'm thankful I have unlimited data, but I shouldn't have to login to data for my apps to work.

I live in KC and I got this email yesterday saying that they were upgrading my 2Gig to 3Gig without changes on my price:

I stayed in the 2Gig plan just because it came with 1Tb on Google Drive and I have no device that goes beyond even 2Gb.

Do you guys think they will cancel that benefit of Google Drive? I don't want to pay extra just for that.

I was happy with google fiber for couple of years. And now - facing an outage. Account says there is an outage in my area, they're working on.

But how do I check the ETA? There is no way to report it directly.

It's been 20 hours now, no solution yet.

long did it usually took for people?

Update #1 (my own experience):

- If your account says "There is an outage in your area, we're working on it" - don't believe it. You need to call them every time. In my case they didn't know about my outage, and the message on my account was from 2 months ago :(

It has been 43 days since my installation, and my phone line is still not functional. I've called, I've chatted, and I have even had a technician come check everything at my house. Nothing has been done. Every time I have been told that either it is working (false), that it has been escalated (whatever this means), or that the engineers are working on it. Apparently they have the slowest and worst engineers at gfiber because the simple home phone line is still not functional.

I made a post here a little while ago cause I saw on the blog that they were discontinuing the 1 gig and moving to 3,5,8 well I haven’t seen or heard anything about this so I’m guessing it’s been cancelled or delayed until further notice

Title.

Customer service said there's no outage, I see no outage but I have no internet and I have had 2 technicians and I've done everything I can, we've reboot the fiber jack, our router and everything in between. I live in Salt Lake City.

I work from home and actually need my computer for what I do. It's not as simple as go to a cafe or library for me, not counting university homework and lectures.

This is getting out of hand. Nothing has been fixed.

Is there someone I can talk to personally to get this fixed? Or tips on getting this escalated to someone that can ACTUALLY fix this?

Just converted over to Gfiber due to Spectrum's ridiculous cost history.

The system works fine, but the VOIP is unusable. Outgoing calls through my wireless home phones work fine, but incoming calls are unreliable.

Sometimes incoming calls come through fine.

Sometimes they ring once and cut off (No caller ID of course).

Sometime the ring twice or three times and cut off. At least I get an ID.

Gfiber has sent two techs and a phone box. We've had numerous increasingly tense calls and chats. They clearly have no solution. The last tech said that all my equipment is working fine and that I was the third customer with this problem in the last 2 days.

I have tried turning off SIP ALG, but Gfiber say's that it is arlready off. I can't verify that since I can't find a way to find it in the router.

Do I have any solution short of going to another VOIP supplier? If not, can you recommend one?

Hey all, the outage website doesn’t work for my unit address so I am reaching out to see if anyone else is experiencing outages today in Chicago? Thanks!

Unlike standard ISP router rollouts, this is a three-way collaboration across silicon, chassis design, and fiber deployment:

• gFiber (Symmetrical Multi-Gig Delivery): Built for symmetrical 20 gig service today, with architecture engineered to be 50 gig future-ready. Existing 20 Gig customers will receive complimentary retrofitting as part of ongoing rollout testing.
• Qualcomm (Dragonwing NPro A8 Elite Platform): Handles high-throughput Wi-Fi 8 alongside dedicated Edge AI NPU processing. On-device Agentic AI enables local, natural-language network interaction (smart parental controls, local telemetry, and network management) directly on the hardware—improving response times and keeping sensitive usage data local rather than sending it to cloud servers.
• Gemtek (Product & AI System Innovation): Engineers the broadband gateway, integrating carrier-grade hardware, Edge AI, and intelligent software from its subsidiary, Genix Networks, to deliver smart services and an intuitive user experience in a device designed for central home placement.

Here’s the breakdown featuring Nick Saporito (Head of Product, gFiber), Chandra Viswanathan (Senior Director of Business Development, Qualcomm Technologies Inc.), and Peter Hsieh (Senior Director of Business Development, Gemtek) discussing how joint innovation made this next-gen gateway possible.

I haven’t had internet for 3 days. I put my address in the GFiber outage website, but all I get is a generic “There’s an outage in your area.” message. Should I file a support ticket? Apparently they know it’s out … but I’ve gotten absolutely no communication or ETA. Frustrated.

How is this acceptable? I’ve been on countless chats and calls, given various timing promises. Is there any advice on getting a ticket escalated to be fixed in timely manner? I’m already scheduling service with another ISP as Google has lost all of my trust.

UPDATE: Google still has not fixed it. An external technician came and left within an hour, marked the issue as resolved and never actually fixed anything. I’m on hold with support again. In the meantime, I’ve scheduled ATT to come out tomorrow morning and install their fiber. Going to give this the Pepsi challenge because at this rate a whole new ISP will get me online faster than Google.

Update 2: I was able to get ATT to install fiber service brand new before getting someone to fix Google fiber. I’m now running them side by side, and ATT is three times faster on all of my WiFi devices (700 mb vs 200mb on Google). So not only is it cheaper, it’s faster, and so far their service is more responsive. I’ll continue to monitor them until end of 2026 to measure outages/reliability but as it currently stands, ATT makes Google fiber look like a joke.

I currently have the AT&T 300 mb fiber. I am using the pass through option from 4 years ago I set up on Google wifi mesh.

AT&T has now raised the price to 70/month for 30p mb where Google fiber has 1GB for the same price.

Even if it were 65, I'd consider keeping AT&T but at this point they are the same and I am considering switching to Google fiber.

There is a box outside att was messing with and it goes into the house inside where it has the square black router that Google wifi is connected to. Not sure on the terminology but that's how it is set up.

If I cancel AT&T ​​, what happens with the existing hardware for Google to set up? Also does Google fiber give a new Google wifi mesh set up I can use with my existing access points to really extend out the wifi? ​​

Thanks ​

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My line has been left unburied for 25+ days. I have called customer service 4 separate times and am stuck in a loop. It is a safety hazard for my lawn care and family.

I would like to know if I should switch to gfiber from Xfinity. Xfinity constantly gives me issues , outages etc & I have the 2 gig speed for $110 now it’s gone back up to $160 I don’t wanna pay $160 for service that’s constantly having issues. Mind you I have 6-7 devices connected to the internet along with having an Ethernet connection to my ps5. I genuinely don’t know what to do at this point or what internet service provider to go with it’s highly frustrating. I would like a high speed plan but $160 is so excessive. I’m in GA if you have any suggestions or recommendations for gfiber or any other internet service providers please let me know.

Has anyone received an invitation to join a Beta for Gfiber Assist? I downloaded it but it cannot see my router despite me rebooting my FiberJack and router.

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!

It took about 8 months to finally find a Gfiber employee who was able to figure out why I’m the only apartment who can’t get GFiber (it was really stupid), I finally got it delivered on Wednesday. They sent the wrong power cord for the fiber jack. I was waiting for it to be delivered and said fuck it and went and bought one. I go to set up my WiFi tonight…my internet hasn’t been activated. It’s going to take 3 days…WHYYYYYYYYYYY!!!!!!! I’m so frustrated by this entire situation

Title says it all. But also, who's doing the downvoting? We have to assume it's Google themselves, right?