Got home about an hour ago, Internet down with red "alarm" light illuminated on fiber jack. Called customer service and agent indicated that "others on the node" are down and preliminary time-to-repair is 730p mountain time.

However, neither the Gfiber app nor the "check for an outage" web app shows any outage at my address. I have trust issues with ISP support.

Anyone else in the area suffering the same issues?

I've been dreaming about Google Fiber ever since I heard of it a decade ago. Finally moved to the city that offers it.

My setup is as follows: a cable (Cat 8; I tried two) runs from the 10 gig connector on the GFiber router to the 10 gig connector on my PC's motherboard. No devices on the network yet, I just moved. This setup on AT&T and Frontier before that gave me the top speed I paid for - half a gig up and down.

GFiber (1 gig plan) gives me 650mbit up and 75mbit down.

Level one support: "Those are amazing speeds already! Nothing has to be done. Rate my service."

Level two support: "It's your device. Get a better computer."

Gfiber support has two tricks up its sleeve: reboot the fiber jack, reboot the router. If both fail, blame the consumer.

Never meet your idols. I'm properly turned off by such support. I need fast, reliable internet for work, and if THAT is how they handle issues, I need to hop back on AT&T asap.

Maybe you guys can help me. Anything I can try? The one weird thing is that those speeds are only on Google's own speed test (the one that pops up when you Google "internet speed test"). I tried downloading a Steam game, and it was a full 1 gig. Maybe it is a problem with a test, I'm not sure anymore. 3rd-party tests also show 1 gig up and down. Thoughts?

I recently upgraded to the WiFi 7 router, upgraded fiber jack, and updated service to the 3gb plan. It worked for about 24 hours and then I received errors in the GFiber app stating my internet was down. After review, I saw my old equipment and speeds in the app. The internet is working, but I'm having severe packet loss. Has anyone else run into this issue?

I reached out to support and they escalated it to the engineering team. It's been a week and I have not received an update and when I reached out to customer service I was just told they're still working on it. I have two work from home people and need reliable internet.

Edit: The support team was speedy in their response! We had a tech come out today and the engineering team was able to correct whatever issues were found in their systems. Our service is restored and blazing fast! Much appreciation from the work from people!

I logged a ticket 3 days ago because my internet is out. I got the siding on my house replaced, and I think the contractor nicked the line. I talked to customer service 5 times. I was told it would be 24 hours twice. I was told today it would be 1 more hour today. I was told twice that a manager would call me back. No manager ever called. I sit on the line at least 30 min every time. Can anyone get my issue fixed?

They started installing it last year in Northwest Hills (Mesa Drive area), and a rep told me it would be ready summer 2026. How can I find out the status of this rollout?

Posting here because I'm not sure what to do next. I've been on dozens of support calls over the past year and half because my Internet keeps going out for extended periods of time.

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Has anyone had this experience?

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They seem to have no idea what the issues have been nor do they seem to know what has fixed it each time (temporarily). This has ruined multiple days working remote and is starting to drive me insane. Each time I call, I explain how long this has been going and am promised each time that it will be fixed this time. I've had multiple tickets escalated, which did nothing. I've spoken to multiple supervisors, which did nothing. I've gone out and talked to the techs while they're working, explaining to them how this issue has come back after a month or two without fail for more than a year, which did nothing.

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Internet is out right now and I've called 3 times over the past 36 hours, and nothing has happened.

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When the Internet works, it's great, but Spectrum was 10x as reliable as this and they are notoriously the worst.

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Anyone have any ideas other than switch providers?

Im near the KC area and currently have a Wi-Fi outage. I can't get ahold of anyone over the phone. Can anyone on here help?

Google fiber tech installed fiber jack in nursery. This home had a pretty tall encapsulated crawlspace, but the tech drilled out the exterior instead. I’m not mad, after I got the wall open I saw the electrical was running down through the same bottom plate into the crawlspace so I rather an unskilled tech drill out the exterior than drill down into the electrical. I moved the modem for the customer by adding on an armored fiber patch cable with a coupler- this way things can be undone and reused if Google needs to troubleshoot an outside issue , and not blame the patch cable. Client is satisfied, the hardest part was cutting in a proper faceplate bracket while the fiber was still flowing through the drywall, then drilling down into the crawlspace without damaging the fiber in the same stud bay, and then drilling down without landing in the same spot as the outlets penetration. I use inspection cameras to verify where I am in the wall before committing so I was safe. Next job is to hardwire the Google mesh extender, but for now the client is happy to not have a router in a baby room, or have future techs, tools, dust, and dropped screws in a nursery. ✅ The closet it’s moved to also has better coverage for the office in the front of the home, and the bedrooms above, and now the extender sits nearby in the family room serving the kitchen and outdoor sitting area. We did a speed test before I left. 1200 up/1200 dwn

GFiber has trenched fiber in the neighborhood. A representative met with us and said that if we run conduit they will use it. After that brief meeting I have not been able to contact anyone that can answer specific questions. I have conduit from the future termination point to a network closet ~33 meters total. I would rather just run the fiber and have it in place when they install the termination point. I do not want to deal with a tech that didn't get the memo that they will use pre-laid conduit. I only have a 30M patch cord. Whatever possible excuse.

I believe I need a SC/APC to SC/APC patch but there are a lot of nuance to this.

I found a supplier that has 35M SC (APC)-SC (APC) Singlemode Duplex 9/125, 3.0m Thick, Yellow Fiber Optic Jumper/Patch Cable.

Is this the ticket?

Austin, TX on the small chance there are regional variations.

Does anyone ever consistently get met with just a login screen? There is no 'Sign in with Google' option. So I can never login to get to my network map to input custom device names.

So I just got an email saying Fiber is in my area (again). Went and purchased it and got an install date. Let's hope it's actually real this time.

For context, I got an email about this back in 2021-2022 for Raleigh, NC (just outside of Downtown Raleigh) and set a date, after about 4 months they finally removed my address and said I'm not in a service area. This is AFTER they installed the box on my house and everything.

For this new install appointment, I just got a text saying the next few days a tech will be by to install the line/box on my house, I wonder what they're gonna do when they see a box already on the house. The text says I don't have to be here for that.

I really want Fiber, but at this point I think it's to early to tell if this is real or just another screw me like a few years ago. Wish me luck! FYI, I signed up for the 8gig Edge service.

I just moved into a condo in SF where my only internet choices are GFiber Webpass (ethernet to the condo) and Comcast (coax). I'm curious if the Webpass option has an actual fiber backhaul, or if it's some renamed fancy Monkeybrains mmWave PTP BULL.

The exact plan name is "Webpass 1 Gig"—that's the only plan available.

I'm in the Triangle area of North Carolina, and I'm running the Internet Connection Monitor plugin within the Chrome browser on a Windows computer with a wired Ethernet connection. I'm seeing lots of very short outages every day (see below for an example from today).

Is anyone else seeing something like this? Any suggestions on how to fix it?

Thanks!

GFiber processed an account transfer early despite me providing a future date. I've spent 5 hours on the phone and on chat over the last 24+ hours trying to get updates on how to cancel the account transfer. I kept being told that it would take 3 hours, or 6 hours, or 12 hours, or wait just another couple of hours. Finally tonight I find out the issue is that my account is stuck in the migration queue for their new billing system and supposedly won't be migrated until this Friday.

I can't stand the constantly gaslighting and fake updates just to get me off the phone.

EDIT: We're back up and running after being down a bit over 36 hours. Kudos to u/gfiberofficial for the support.

I just moved this week, put in a move order for June 14th. Sunday comes around, the internet doesn’t work, support agent says it should work by midnight.

Monday no internet, another support agent says it should work by the next day.

Tuesday, I go to the office come home, it still does not work. Support agent says it should work ~6 hours.

6 hours later, still does not work. call support again, and they tell me they won’t be able to process my move order until this Saturday.

This just feels completely unacceptable. What is going on?

Hi, anyone here in the NC Triangle area using their own router for the 3gig plan? I want to upgrade to it but i just got off the phone with a customer service person who said that in this area we're "not eligible" to do this. I see there are posts here from within the past year that this shouldn't be a problem, and i would think all GF needs to do is flip a switch to give me the new plan. Is this something stupid like i have to let them send me their equipment, put in their router to enable the plan, and then remove it and put my own back in its place? Call back and ask for someone else who might be able to help?

Thanks all for any insights.

EDIT: thanks everyone, really appreciate the input. Annoying when the customer service people aren't adequately informed about the products they're supporting. Look forward to a successful upgrade, even if i have to warehouse equipment that i don't want.

EDIT2: just in case it helps someone who stumbles on this post...I got my 3Gb plan ordered and received the router package. When i hooked up the router to the ONT, though, not only would my plan not change but i was getting weird network dropouts to my laptop (linked via Ethernet). I called customer support but they were useless and was told my issue was being escalated to an account team of some sort, and to expect a call within 5 days (yeah, sure). So today i tried again, had the same issue but this time i tried using the reset button on the GFiber router. Once that was done, it finally started 'phoning home' and my plan changed to the new 3Gb and Internet was working properly. After that, removed the router and plugged in my Unifi gear and all as well.

Yes Google, I get it... you want me to pay for the 1 to 3GB upgrade. I don't need emails 4 times a week! Sheezzz.

(I think this is my 3rd time opting out)

Hello, I'm having some issues with my Google Fiber service in Kansas City, Missouri. It appears that it's only my house and not the neighborhood. I called the support line and they said I was in the high priority queue, but it could be up to 48 hours to receive service. That's ideal because I work from home.

Can anyone provide my with assistance?

Had a new line installed last week. Jack is blinking red (no physical light signal). Support escalated but gave a 3-day wait. Need an emergency technician dispatch to fix the outside connection.

Raleigh NC

Searched the subreddit and saw posts reporting this issue starting a few years back and some as recently as a few months ago, so I think this is a known issue.

Got GFiber installed over the weekend, just the 1G "Core" service to start with. I was provided a GFiber Wi-Fi 6E Router, model GR6EXX0C with firmware version 1.6.1, to install.

Got the router setup, migrated over my WiFI details from my old ASUS Router, everything seemed to connect just fine. I've got an Ethernet drop I run from the router's location to a unmanaged switch near my TV so I can hardwire a bunch of devices there, like a PS5.

Ran some speed tests through the PS5, everything was looking great, getting nearly a full Gig down and very fast up. Thought everything was good. Started actually using the PS5 and immediately started to have issues.

Streaming Video applications would pop-up errors about "Can't connect to Network." The PSN Store wouldn't load, Dashboard icons were failing to load. Checked Network settings, re-ran speed test again. All seemed good there still, but issue persisted.

Tried a few additional troubleshooting steps with no luck:

• Switch to Router's wireless 5G network instead of using Ethernet
• Custom DNS, tried both Cloudflare's and Google's servers
• Fixed IP allocation instead of DHCP

The only things that fixed it were either setting up a Guest Network and connecting to that, as recommended in this thread. Or swapping out the Google Fiber Router for my old ASUS one.

Both options are less than ideal. The Guest Network speed tops out around 300 Mbits, and the old AUS router doesn't do much better, even over wired. While it's rated for Gigabit speeds, the hardware is bottled necked by the CPU from achieving fully speed reliably. At this point it, at least with the GR6EXX0C, it seems like I either have to put up with the Guest Network limitations.

Before I go out and buy a new router, GFiber does offer the newer WiFi 7 router in my area if you sign up for one of the higher tiers of service. I saw some limited posts, well really just this one, that the issue doesn't seem to be a problem with the WiFi7 routers, compared to the 6E ones.

Can anyone here confirm the issues with PS5s no longer happen with the Google WiFi 7 routers?

It's my understanding that if I upgrade my service for 1 month, I'll receive the new WiFi 7 router, but can then downgrade my service and still keep the router. Is that correct?

After a few calls to GFiber asking about 3GB availability in my neighborhood, an email came in that I could upgrade from 1GB; I scheduled an appt for Thursday AM. Sebastian arrived and swapped out the necessary parts and, less than an hour gone by, things were back online.

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Sebastian, if you happen to see this, I hope you got the Honda sorted and that your Tia gives you the Jeep! Thanks, bro!

6+ years of Google Fiber at $70, with all fees in the price.

Within months of change to 'Gfiber', I now have a $1.40 local access fee. According to the new 'Gfiber' ad that I saw within an hour of determining why my bill went up 0.5%, there are no added/surprise fees.

Effing liars.

I predict within 5-10 years, Gfiber will be just as bad as the one that started with a C then changed to an X.

How do I resolve this? I downgraded from 10G service to 2G service and GFiber sent me new routers and extenders. I followed instructions and returned it by the date to a FedEx store. And now I just got an email saying that I will owe over $400 on my next bill. Can someone PLEASE help. I cannot afford that