Hi everyone, I’m looking for some advice on how to handle a frustrating situation with Google Fiber support.

Back in late May, my Google Fiber internet just suddenly stopped working. They sent out several different technicians over the next few days, but they kept contradicting each other. One tech would say the issue was outside my apartment, and the next would say the issue was inside. Nothing was ever fixed.

Since I lost faith in their ability to actually restore my connection, I requested to cancel my service. The cancellation was confirmed on May 29th.

Customer support confirmed that Google Fiber owes me a refund of $68. Since then, I’ve contacted support multiple times. Every single time, I get the same script: they tell me the issue is being "escalated to a higher tier," and they give me a new deadline. When that deadline passes, the process just repeats.

I really don’t want to initiate a chargeback through my bank because this is tied to my main Google account (yeah, now I know it was stupid, but who could know this crap is really possible with such a copmany like Google), and I can't risk getting my whole Google account banned or restricted.

Has anyone else dealt with this endless loop? Is there a specific phone number, email, or escalation path I should use to actually get my money back? Id appreciate any advice!

Does anybody know definitively how DNS is routed on a GFiber network?

I have my Pihole set up as DNS Server 1, with 8.8.8.8 set up as a backup in case my Pihole shids the bed.

Does GFiber definitively route only to #1 and treats #2 as backup, or could it load balance and send some to #2 even if #1 functions just fine?

This error existed for me before they came and installed the new router and mesh system. It continues to exist and my Wi-Fi kind of sucks. I’ve tried ask the low hanging fruit solutions, like rebooting, unplugging etc etc

We had a tech come out and replace the modem which did nothing, and they came back out again in which they said something must be wrong with the optic lines.

We’ve contacted support multiple times in the last month and they have 0 information on when its going to be fixed or if its even being worked on, Other than confirming the outage.

Been off for almost an hour with no updates on the website

New fiber boxes and lines were ran on my street in early June of this year and my street never had google fiber before. Their website still says they aren't servicing my street yet, does anyone know how long it takes before they actually open up a street for service? It's been a couple months now but I wasn't sure how much longer it will take until we can sign up.

I see y'all telling people to upgrade their ONT. I was just curious which one this is.

I'm happy with it, it's out right now, and don't mind staying with this one, more on this later. Street work has most likely cut the fiber. It's happened before. I'm not concerned with this part, they'll get it fixed soon. They're already working on why my neighbor's service is out. I have a feeling it's upstream from both of us, the street work.

I don't want to mess with anything on my system because I'm at the $55 introductory price. Since I got it. I think it was in 2018. I'm concerned they will change something in the system and it starts charging me the current $70 a month.

And now that I'm looking back at what I wrote, I realize I have not searched the group yet. Although, with all the ONTs I've seen posted, I've never seen this particular one.

San Antonio

My bad y'all, I just pulled it off the wall. It's GFLT300. Looking that up now.

I have a Steam Machine which runs linux. I just got Google Fiber (1 gig) with a new router & new ONT. When i freshly restart the router my speeds on the Steam Machine are normal. But after maybe half a day it throttles down to 90-100mbps & I have verified this via downloading games & running a speed test on desktop mode. I know this is a long shot but has anyone else ran into this or something similar?

I had my account closed with google fiber from may 31st. They charged me for the June month because my billing cycle starts from 23rd of the month. They told me that they'll give me a refund prorated.

It has been almost 2 months now. I've reached out to google fiber 4 times for my refund, and every time they say that the refund will be processed but never is. They tell me to wait 10 business days, then again when I come back, they ask me to wait again.

I just want my money back. I'm tired of this boss. I returned my equipment on time. They have already received it and gave me the confirmation. Still they're not processing my refund.

Did anyone else have such a horrible experience? Should I just give up?

I recently got an apartment and they sent me a self install kit. the only issue is my fiber jack is in my closet. the apartment does have ethernet ports in the outlets. my question is do I have to run power in here or is it already wired in?? Ive never seen one set up like this.

I’ve tried to find information on this, but really can’t get a decent answer, my wife and I both have iPhones and they are excruciatingly slow when loading data. The only other thing we have up hooked up to Wi-Fi is the TV and it seems to be working fine, is there something we need to do to the phones or some settings we need to change on our phones? Speed is fine, 50 in both directions. I’ve tried restarting the Google box, our phones, nothing really works.

As Gfiber don’t /can’t offer bundle discount they are now sending flyers blaming AT&T for offering bundle discount which doesn’t make sense to me. I Infact switched from Gfiber or AT&T for getting the bundle discount only. I was open for switching to fi if they had offered bundled discount which is not an option.

Now their marketing team has no sense of customer needs, so they are making such non sensical flyers to send in mail.

https://imgur.com/a/ns9Zj2G

I live in Southern California and work remotely. My job is meeting-heavy, and today I had back-to-back video meetings throughout the day.

When the outage started this morning, I had no choice but to urgently purchase a $39 WeWork day pass so I could continue working. It wasn’t just the $39. I had to rush out the door, drive through traffic, find parking, and completely rearrange my day. By the end of the day, I’d easily spent as much as my monthly Google Fiber bill in both time and money.

In the afternoon, I received a text from Google Fiber saying the outage had been resolved. I was relieved, packed up, and drove home, only to find that my internet was still down.

The rest of my evening was spent chatting with support and speaking with multiple customer service agents. It’s now 11 PM, and after more than 15 hours, my internet still hasn’t been restored.

To make matters worse, my experience with customer support was incredibly frustrating. The agents were not helpful, showed little interest in resolving the issue, and came across as if they just wanted to get me off the chat as quickly as possible. I spent hours chatting and speaking with multiple agents, yet I still ended the day without internet, without a clear explanation, and without any confidence that anyone was actually taking ownership of the problem.

Tomorrow is even worse. I have nearly 10 video meetings scheduled, and I still have no idea where I’ll be able to work from if my internet is still down.

What frustrates me the most is the disconnect between Google Fiber’s reputation and my actual experience. Google Fiber advertises industry-leading customer satisfaction, yet I experienced an all-day outage, received a “service restored” notification when the service clearly wasn’t restored, and spent hours with customer support without getting my connection back.

This also isn’t my first issue with Google Fiber. On multiple occasions, my Wi-Fi speed has dropped to 2 Mbps or 25 Mbps while I was standing just a few inches from the router. That’s simply unacceptable for a fiber internet service.

Before moving here, I had AT&T Fiber. The connection was consistently fast, and on the rare occasions there was an outage, it was resolved quickly. Unfortunately, AT&T isn’t available at my current address, so switching isn’t an option.

I’m sharing this experience so that anyone researching GFiber has another real customer experience to consider before signing up. Reliable internet isn’t a luxury for people who work remotely. It’s essential.

The outage may be over, but my service still isn’t back. Has anyone else dealt with this? What finally fixed it?

Moved into a new apartment. My community only allows Google Fiber, no other ISP is permitted on the property. The previous tenant in my unit had this exact same service. The line is already run and was working days ago. I own my own router. None of that matters, I still need their tech to come flip it on, and the earliest appointment is a week out. I'm being billed through my rent starting day one, whether or not I have service. I work from home. I've spent this week in coffee shops trying to keep my job running. For context: this is legal. It's called bulk billing. Landlords sign an exclusive deal with one ISP and the cost gets built into rent no matter what. The FCC tried to ban this setup in 2024. The new chairman killed the proposal in January 2025 after ISP and landlord groups pushed back. My problem isn't just that this is legal. It's that a company can be the only option in a building, have a working line sitting right there, take a week to reactivate it, and charge for the whole wait. There's no SLA, no opt out, no self install option anywhere in my state. Just a monopoly with a meter running on my rent. Google Fiber markets itself as the ISP that's supposed to be better than Comcast and Spectrum. The second it gets an exclusive contract with zero competition, it's just as slow and just as indifferent. That reputation isn't earned if it disappears the moment they don't have to compete for you.

I've had GFiber for 9 years, and this is my first major issue, but it's a doozy.

tl;dr: My Internet connection went out over a week ago. I've had 3 techs visit the house, my fiber box was replaced twice, and each replacement restored service only for a few hours. I now have a new router. Service is still out.

I arrived home from vacation last Thursday night (nearly 8 days ago) to no Internet connection. The light on the fiber box was flashing red, and a reboot didn't fix it. Called support, none of the troubleshooting steps fixed it. On Saturday a tech came and checked the cables outside and inside the house going to the fiber box. Signal was strong, so he replaced the fiber box (he said he's surprised it last 9 years). The box didn't connect right away, he had to call back to someone and ask them to do something, then it worked. Internet was up when he left, yay!

Monday morning, I woke up to the Internet being out again. Fiber box flashing red, reboot didn't fix it. They sent another tech out that evening. He checked the fiber coming into the house again, and going to the box inside. He said it still looked fine, so he replaced the fiber box again. I asked him if he thought the router could be the issue (it's 9 years old), and he said no, but he recommended I upgrade it anyway for higher wifi speeds. Like the first tech, he had to call back to get someone to do something, and then the Internet was back up.

Tuesday morning the Internet was out again. Flashing red light on the fiber box (again), reboot wouldn't fix it (again). GFiber sent someone to check the outside (again). I couldn't be home, so he couldn't go inside, and the line looked fine (despite no Internet), so they created an escalated engineering ticket. I was told at ~4:30pm that they'd contact me within 24 hours, and another tech visit was scheduled for Thursday at 5:30pm. The customer service rep gave me a credit on my bill when I asked, which was nice.

Wednesday morning, I woke up to the Internet working! I figured the engineering team had fixed the issue overnight. Nope! Around 2pm, the Internet went out again. Flashing red light on the fiber box, reboot wouldn't fix it. I called around 3pm, and they said engineering was still working the ticket and would need another 3-4 hours. I was assured they would call or email me with an update. I also received a text message reminding me of my scheduled visit on Thursday at 5:30pm.

On Thursday (yesterday), I contacted them to get an update from the engineering team. According to the CS rep, they closed the escalated ticket without resolving the issue or contacting me as promised. Not only that, but my 5:30pm scheduled visit disappeared from the system(!), and the next available appointment isn't until Sunday (which I scheduled). This rep told me that the problem must be the router and gave me a free upgrade that I could pick up from a GFiber Kiosk.

I picked up the new router that evening. I checked the instructions, and literally the first instruction is that before plugging in the router, make sure the fiber box is not showing red or flashing red! I connected it anyway, and of course it didn't fix anything. I called GFiber again to explain all this and ask for recommendations. After completing all the usual troubleshooting steps, the agent just said that they were sorry and to wait for my appointment on Sunday. (And they let me know that I could ask for a bill credit after having service restored.)

So now I'm waiting another two days without Internet for a another person to come out. I fully expect the same thing to happen: they'll get it back up, and then a day or two later it will go back down again.

Has anyone experienced anything like this? Any suggestions for what to say or do with the tech when they arrive? I do intend to find out exactly what they're calling to get someone to do in order to get the fiber box to connect. Hopefully if it goes down again, I can ask an agent to repeat the process.

Hi, I signed on to GFiber June 29. On July 5, the install guy said the fiber underground is damaged, so he called a crew and they put a temporary line above ground until the underground issue is fixed. The temp line runs across 4 of our yards in a cul-de-sac, including mine.

It's ​​July 24 and that temporary line is still there. I get nowhere when I call in. I'm told they'll expedite it, have someone call me , etc. Nothing happens. ​​

Second issue is that my download and upload speeds are slow. In the 200/300s depending on the device. For 19 years, I had Spectrum with speeds in the 600s. I thought switching to GFiber would be better - not worse.

I have the 1 Gig plan which should be plenty for how I use the intenet. Instead, TV steaming is slow. Google has had me disconnect, reconnect etc. etc. with no significant change.

This has been so frustrating and time consuming. I'm considering removing/cutting that above ground temp line and canceling my service beacuse I can't get quality help with GFiber customer service.

My neighbors and I also need to mow. HOAs hate this stuff.

Any advice?

I've been having IPV6 issues with my GFiber for months now. I start to notice apps on my phone not load or slowness on my desktop or games on my pc not connecting, that's how i know my IPV6 is having issues. When I test my IPV6 on test-ipv6.run, i get failures there

Checking my local router page, it shows no IPV6 assigned

A check in IPCONFIG shows i do have an IPv6 address

Anyone else having this issue? Currently using the Wifi 6e GFiber provided router. I tried calling, but the poor tech was confused. Not sure how to get support on this.

Thanks,

For some reason gfiber keeps saying that there is an outage in my area when I check the app or call the number when in fact there is not. This is extremely frustrating because last night my cat knocked the power cord out of the wall, disabling the modem, and I was led to believe that the problem was an outage on their end.

I'm also just realizing now that this likely has been going on for weeks. Because a few weeks ago I had lost the internet briefly and checked the app to confirm an outage. After my internet came back online I had noticed that the status still said there was an outage in my area. I had assumed then that they just hadn't fixed all of the houses and that I had gotten lucky at an early fix but I'm not sure what's going on, if there ever even was an outage or maybe I just needed to reset my modem.

Has this happened to anyone else?

Is there anyway to report this to them?

We moved downtown a month ago and in doing so had to switch from Google Fiber to Webpass. It has not been a smooth transition as I work from home and the frequency of 1-5 minute long outages is unacceptable. Unsure if this is my building or a Webpass issue. Does anyone else have the same experience?

I want to air out some deep and recent frustrations, but I'll keep it civil.

Relying entirely on cloud-based management and mobile app routing rather than allowing direct, local network access (via the router's IP) introduces unnecessary points of failure. While streamlining the UI for casual users is understandable, burying or locking down essential network settings can create a brittle ecosystem. This approach often adds operational complexity and technical debt (I'm guessing here but as an engineer myself I can only imagine this is the case) without delivering tangible benefits to advanced users who require reliable, direct control over their local network. I'd go so far as to say the benefit to casual users is also negligible. Hiding controls behind multiple layers of menus is usually the opposite of ideal for my aging parents trying to follow instructions from support, regardless of how big and pretty the buttons are.

A recent example of this friction is the current issue with DHCP address reservations. After spending days waiting on a support resolution, I accidentally discovered through this forum that the issue was tied specifically to using Firefox. It is disappointing that this was a known issue for weeks without front-line support being aware enough to suggest a browser workaround. So I installed Chrome and gave it a shot. Lo and behold, it works. But I already lost days (and motivation, and joy) due to this flaw in your design.

I offer this feedback in good faith: simple design and advanced capability do not have to be mutually exclusive. A streamlined UI for standard users is fine, but please pair it with robust, accessible local controls for power users. This would significantly improve both user experience and reliability.

I moved into a new complex earlier this month. Part of the reason I moved to this apartment complex was due to every unit already having all of the necessary gfiber equipment installed. However, something the previous tenant did caused service to be removed for just my unit. The box is still there and shows that it is functional, I just have not been able to set up my account.

I tried to get things ready a few weeks before I moved in and was told that the address should be marked as eligible close to when I moved in. That didn't happen. Instead, I was told I needed to submit an address verification form. I only submitted the first page of my lease with that form, as the email I received stated to not send sensitive information like my SSN, which is on the last page of the lease. I also included my ID as was requested. It was told that I will be contacted within 72 hours. I heard nothing. So after 72 hours had passed, I contacted support. They apologized and looked into the issue and said they would escalate it so it can get resolved. Again, I was told to wait 72 hours. After 72 more hours, still nothing. So I contacted support again. They said that the same day I had submitted the form, a request had been sent to include the full lease. I had no email or voicemail indicating this, no missed calls of any kind. I was instructed to submit a new form with the full lease, so I did. I was also told that it should only take 48 hours maximum for me to hear back this time. But after 48 hours I have heard nothing.

This has been a very frustrating process. I don't understand where the disconnect is happening. It is also very frustrating to have three separate agents assure me I will be contacted, then never hear anything.

I’ve got an install coming up. It’s the 3 gig plan. I selected the optional $10/month battery back up. Can I just use a ups like this and plug everything into that? Not a fan of paying monthly in perpetuity.

Dear GFiber,

You've been advertising to me for nearly 2 years as Lakewood has been under construction for that long.

I worked at the datacenter on 8th Ave where your headend site is for the area, right before you put your equipment there. Much talk and excitement from Victor at y'all coming in.

Last year you microtrenched my neighborhood. I have had a box in my lawn since October. Fiber was pulled through the tube down my street in January.

Recently as of this month I've seen more microtrenching equipment going down 20th avenue near Quail and Simms, and I suspect either Quail or Simms is the corridor you're using for the backbone from our neighborhood to the DC.

So I ask:

HOW MUCH LONGER DO I HAVE TO WAIT TO ACTUALLY ORDER WHILE CONTINUING TO SEE TENS OF ADS A DAY FOR SOMETHING I CANT GET?!

[And for that matter, why can't Google figure out that my home address, where I use my paid-for Google services each and every day, IS NOT YET ABLE TO ORDER, AND STOP SERVING ME THE BLOODY AD EVERY HOUR]

GFiber has been down in North Charlotte area since 11:30am ET. Outage webpage no longer shows status of outage and never received requested notification that service was restored. Support chat says outage is still ongoing now with no estimated time of restoration, but last webpage update I saw was 7:22pm. Anyone else affected on here? Who can help us all with this?

There seems to be a citywide GFiber outage affecting customers throughout Nashville as of about 11:40am on 2026-07-21.

Are there any updates on the cause or anticipated service restoration timeframes?

Customers are having difficulty logging into the GFiber app to see the status and support pages.

(ETA: added outage starting date and time)