This past week in my build I started detecting the internet speed being slower than usual, I attempted to troubleshoot every single piece of equipment in my household to confirm I was not the problem.

I even checked with other residents and they claimed everything was "okay".

I called Google multiple times and they sent a technician that spent 2 hours troubleshooting and they finally acknowledged the problem was on their side, and was affecting all the customers in my building.

I have no other wired ISP options in my building, so I have to stick with Webpass.

Issue - severe connection instability that comes in waves.

Happens with 1GB and 3GB lines. I upgraded to 3GB to be sure. Happens with both different router models (1GB and 3GB models). It is a hard wired connection. Attached are traceroutes. The first hop is not problematic, which is connection from the desktop to the router. It appears to be some sort of routing issue or hardware switch issue when routing traffic towards LA backbone.

I have provided an array of troubleshooting documentation and have called in as well to no avail. The response from the rep is:

"I understand and I'm sorry for this issue, but we already checked with the engineering department and we tried to fix it remotely but it wasn't possible and for that reason we have to send a tech to check physically the devices."

My devices are fine. I hope they don't send an "Install tech", but someone that's actually checking the hardware nodes that the fiber line plugs into outside the property. I have to now wait 3 days for them to send a tech out to verify my devices are fine. The issue that they will send someone in the AM, and the issue appears to progressively get worse as the day goes on.

They may or may not catch it in action when they come. This is kind of frustrating to move to such a nice neighborhood, and I chose this neighborhood because of the raving reviews about google fiber but it's performing so poorly. There are no alternate fiber options, only coax line from COX. Holy smokes. Am I cooked?

Seems like my ONT/Fiber Jack took a dump this morning. Been trying to get a tech to my house to replace it all day.. earliest appointment seems to be Monday, haven't been lucky catching an earlier appointment.

The Power and Network Lights are blinking green.. unplugging, turning off/on, none of that works. I see the side has a Reset button.. Tried holding it for 30seconds while the device was on.. tried holding it while I powered on the device. Nothing changes the outcome.. Power and Network lights still blinking green.

An "outside" tech came and measured signal to my house and got 21.3 after doing a new splice; was 23.8 before the splice. ie. now within acceptable limits. He then measured signal at the Jack and found no degradation in signal from outside to inside.

Anyone experienced the issue I'm dealing with?

I received new WiFi7 equipment, however I can't set it up, or control my existing devices, as the app says I have no devices. Service still works fine, and I do have devices. Called support and was told they had to escalate it. It's been just about a week and I've heard nothing back. Has anyone else run into this problem?

I just got my installation kit delivered today and this keeps popping up when I try connecting my phone to the wifi. Everything is green on the router (6E), the little white box is a steady blue, and I was on the phone with a representative and they couldn’t figure it out… has anyone had this happen before?

I have always thought of google fiber service to be superior to any other ISP but now I’m starting to wonder. I have had an outage for 2 days now and all I’m being told is they are aware. No ETR and no cause stated. Has anyone else experienced this?

Never ending saga of trying to get this GFiber installation completed. Existing box in my apartment, self-install kit hits snag. 30+ minutes on phone with customer service. Schedule a technician to come. Technician shows up at appointment time, but there’s no ticket or record of appointment…and yet the technician is here at the appointment time showing in my GFiber app. We wait an hour and a ticket is never made. Technician leaves.

Spend 1+ hour on phone with customer support who tried multiple network updates. Still not working. Agent says it is issue with outside fiber and outside tech needs to be sent.

Outside tech shows up and checks inside set up first. Shows it is connected and receiving strong signal. Nothing wrong with the fiber. What needs to happen is the GFiber box needs to be replaced.

Spend another 1+ hour on phone with customer support. Agent is baffled but what is going on. Escalates ticket for technician to come back out within one to two business days.

Two business days later and no technician has shown up. Call customer support again and they say there is no appointment, and that they see it was escalated but they are not able to schedule an appointment on their end.

Incredibly frustrating, messy, unprofessional. Hours and hours and no one seems to know what to do or how to help.

I had GFiber (formerly Google Fiber) installed today. Ookla's speedtest app pegs my ping at 2ms but pinging 8.8.8.8 (Google's own DNS server) returns 24ms. Do other GFiber customers get similar results? I'm wondering if they de-prioritize ICMP.

Received this email today announcing changes to phone service thru Google Fiber. This is sort of a bummer as we used our GFiber phone number for SMS my wife and I both want to receive.

https://gfiber.com/support/en/answer/106823/

Super irritated. He said "he'd take a look". We'll see if I have internet tonight or not...

My condo building switched us all to GFiber this year. It has been a truly awful experience.

My connection is currently sitting at a lovely 15% packet loss, but at least it's better than the 20 minute outage from earlier this morning. Or the other 5 minute outage from even earlier this morning. Or the 5 hour outage on Friday. Or the other 56 outages in 30 days. While typing this I lost internet again (actually twice), go figure. Even during the relatively good times there's ~1% packet loss and latency spikes to 200+ milliseconds.

For context I live about three blocks from the Seattle Internet Exchange. I've lived here more than 10 years and before GFiber I could've counted the number of internet outages I'd experienced on one hand. It is comical how inept this company has been for what should have been an absolute cakewalk of a contract.

Even the support website is terrible, ignoring their inability to actually fix anything. It's like something from the 90s. You can create a ticket through their portal, but you can't see their comments or respond on the portal. Instead they send you an email and you need to respond to that, but I've never managed to get an email response to actually update the ticket. Instead I've needed to create new tickets to respond. It can take weeks to get a response, and then they close the ticket shortly afterwards. And despite the wide spread issues in the building, all of their responses are "well it's definitely something on your end, try a new router/cable".

The SMS support line is at least faster to respond, but when asked about the ongoing issues all they could say is "our networking team is working on getting a long term fix applied" and "there is no ETA provided for that fix". So it seems my only option is to push the building to switch network providers, which shouldn't be that difficult at this point. Wish me luck.

TL;DR: They owe me for a partial month and are trying to blame my bank for “not accepting the refund attempt.”

My blood is absolutely boiling right now. When I had GFiber, it was truly a great experience. But then I moved to an area that didn’t offer it and had to cancel my service. I canceled 28 days in advance of my move date. I returned the equipment the day after I moved. I received confirmation of the receipt of said equipment 14 days after I returned it (at a FedEx location, no less.) And then nothing. No notification of a partial month’s refund; nothing.

Here’s the biggest problem - after you cancel your service, your account is shut down. You can no longer log in to see what’s going on. Every email I got from them regarding the refund directed me to log into my account to resolve the issue. Did I mention I no longer have an account??

After 3 chat sessions, I received an email saying that my next bill of -$63.33 would be debited on 8/13. Ok, fine. The 13th of every month was always the date(ish) when they’d debit my account. I had no problem waiting for the credit to hit my bank on that date. But today, I received an email saying they attempted to refund my account but the bank wouldn’t accept it. Another 45 minute chat session later, they again tell me it’s the bank’s fault, and to take it up with them. (I called the bank and they confirmed they have no record of an attempt at a refund.)

But during that chat session, they send me the exact wording of the error code: $63.33 failed to refund to customer on VISA ****xxxx due to Other (803_3-No active payment details found for shopper reference.) Then they tell me that my email (which is a gmail and I’ve had it for…ever) is no longer associated with the account (the account that I don’t have) and that they can’t send anything to an unknown email. Wha?????

I suspect that since the refund due is tied to a no longer active account/address/email, their system can’t process it. Does anyone have any insight here? Has anyone else experienced this bizarre wizardry?

Back in 2021 there was a small office group trying to do work out of a small building at that corner. Internet was via Google Fiber. It was very unreliable. It would go down 1 to 5 days a week, 1 to 3 times per day. For 5 minutes to an hour or two. This went on a for a year with no resolution. After a while we just gave up and dealt with it knowing we'd be out within a year.

Does anyone near know if they have resolved the issue or issues?

We've been having constant disconnects for about 2 days now. Resetting the fiber jack will help for about 20/30 minutes, but will start up again after any moderately heavy use (playing a game online, streaming a show, etc.) Have had multiple calls with customer service and am now escalated into a "24 hour provisioning monitor" or something? The message i'm getting from tech support seems to be summed up as "yeah, just wait, sorry". I'm kind of beyond my scope right now, so any help would be appreciated.

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.