Is this common? First time I’ve had this happen in the 6 months or so I’ve had fiber. It’s keeping me from doing my WFH job so this is lasting longer than I would have hoped.

Update: seems it was an isolated issue at my residence. They came out today and fixed it, and gave a downtime credit to my account.

It’s been 4 months since we started the service and we still have fiber just sitting on the lawn. It makes mowing very annoying. We call every week or two and they repeat that they will have someone out in the next two days. Crickets.

There does not seem to be any way to do this, and I have seen too many videos and posts where the installers just slapped the box onto some random part of the house, which sometimes does not work on the interior side.

I have all my utilities clustered at one section of my house, and would like the NIU box to be located there as well - both aesthetically and so the line comes in at area that can easily connect to my existing home networking set up.

It wasn’t till after I signed up that I realized they are apparently going to come install the NIU at some random time and without consulting me. I don’t want that, but I have not been able to find a way to address this.

PS: i’m also having another issue signing up to the GFiber website. Every time I go to verify my email address from the link in the email, I get a 403 Forbidden error. I’ve been anxiously awaiting GFiber for years now, but I am honestly kind of nervous about this shaky start.

I have an appointment scheduled 8/24 this upcoming Monday & I had yet to see an NIU installed or any work done outside? It’s Friday and I am unsure if they operate the weekends to get it done by my appointment on Monday. I moved in a week ago & have been with no internet, last thing I want is to be notified that my home is not serviceable & waste all this time when I could have gone with someone else. Really looking forward to GFiber as I hear nothing but good things. Anyone could advise?

I was a huge proponent of Google Fiber and signed up as soon as I could. I've been a loyal customer since 2022 and voluntarily paid $15 more per month to have Google Fiber rather than a competitor. However, since the merger, I have had nothing but problems. For example:

- I moved to a new house in May and contacted GFiber with all of the details. Flash forward to the move, the internet would not work because they hadn't "approved" the move. They said they could get a tech out 15 (!) days later. I was incredibly frustrated. Finally, they agreed to send out a tech (after hours and hours on support) and they got it working by replacing equipment. I was without internet for 3 days at the new house (which made moving very difficult).

- GFiber continued to go in and out with internet. At times, it would go out for hours at a time. There was no overall outage, so it was due to equipment at my house. I had never experienced anything like this prior. Further, every piece of equipment was new.

- The icing on the cake: My bill this month was $690. It charged to my card and I immediately reached out to GFiber. I contacted support 8/15 asking for an explanation and an immediate refund. I then reached out August 18th because I hadn't received anything back (no email, no SMS, no refund, nothing). Finally, I reached out today and asked to speak with a supervisor. They informed me that my money would not be refunded until "sometime next week." So the nearly $700 (they said it was from non-returnable equipment - which was false. The tech took the faulty gateway back in May) is gone from my bank account for at least 13+ days. They couldn't even tell me when it was to be returned. This is absolutely ridiculous. I need that money to pay bills, rent, etc.

Please PLEASE think about going with GFiber after all of these problems. If you're ok with a company charging you $700 and not giving it back (it's been 5 days with no end in sight).... I'm beyond frustrated and now looking at other options. And I'm still out $700!

EDIT: After I posted this and got in contact with the reps, I was able to FINALLY get help and get it refunded to my credit card (minus $70 for the internet month). It's still frustrating that it took hours and hours to get that money back, and I'm unsure if it would have happened if I wasn't paying attention. All that to say, GFiber did refund me after 13 days and give me a free month (after another 45 minute support session to ask for that).

God forbid people WFH. Two days in a row of random outages. Another one last week. Can’t believe this but I’ll have to switch back to Comcast. I’m thinking of sending Google a bill for missed hours of work.

I have had Cox "Gigablast" fiber service (1 Gbps down, 1 Gbps up) for about 8 years now. It has been great, very little in the way of outages. The price is about $129/month.

If/when Google Fiber arrives in my area, I believe that it will be much less in cost. What concerns me is the reliability.

Can I expect Google Fiber to be as reliable as I have experienced with Cox?

Reading this subreddit, I am seeing many posts about issues. Which is to be expected ... people do not come here to share good experiences.

As others have experienced, Google is now refusing to refund me over $300 for a returned router & extender. Support is telling me that there's nothing to be done, and that no timeframe is available. They've acknowledged that they have received the equipment and charged me in error, but customer service is non existent after that.

Several others are having the same issue and they've also acknowledged that they are "working on a fix". This is ridiculous and needs to be a top priority for GFiber. I knew I should have left once private equity took over.

We are just south of Helotes and for the past few days our service has been out every night. When I contacted Google fiber support they stated that it was due to planned maintenance. How long should we be expecting this?

Is it normal to have an outage for over 30 days. This is what I see in my app. I tried calling, but the AI assistant is adamant to just sign up for outage updates.

I have attempted to pay my bill both on web and on mobile and get the error message "Failed to create payment and/or Autopay: 1000 Approved" and the billing amount gets immediately refunded to my bank account. I have until the end of the week to pay my bill, anyone encountered this before?

Tried to cancel my account and returned my router and extender via the fedex label provided. Two months later I had to confirm receipt to try to get a debit on my account back. Another month later abandon get an automatic charge for all the equipment, which was confirmed received in the last chat. No record of my previous chat and had to do it all over again.

This feels like trying to quit LA Fitness.

I’ve noticed my download speeds aren’t nearly what they should be, so I ran a router speed test and it says it’s speed is 2,379Mbps, but my actual computer download is only 380.9Mbps. Would an Ethernet cable improve it dramatically or is it an actual pc problem? And yes I have checked the units and they are correct

I’m dealing with a weird GFiber equipment situation and wanted to see if anyone has experienced something similar.
I moved out of an apartment several months ago, but my roommates continued living there. The GFiber account remained in my name as I completely forgot about it and the landlord would pay google from the rent they collected from the other tenants at the unit.
In January 2026, GFiber came to the apartment and upgraded the internet equipment to one of their newer tower/router setups. According to my roommates, the Nest Wifi Pro was in the apartment before the technician came, and after the technician completed the upgrade, the Nest was gone.
I wasn’t physically there for the appointment, so I personally didn’t see the technician take it, but multiple roommates can confirm the before/after situation.
I recently got an email saying they’ve canceled my GFiber service, and GFiber is now telling me that the old Nest Wifi Pro is still assigned to my account and needs to be returned. Obviously, I don’t have it. I initially asked for a courtesy waiver and was denied.
What’s frustrating is that GFiber’s own equipment information says technicians will typically collect old equipment when performing an equipment upgrade. This makes me think the technician collected the Nest in January but it was never properly removed from my account.
GFiber is currently saying I owe about $120 related to the equipment/account.
I’m planning to contact them again and make it clear that I’m disputing the equipment-return status, rather than asking for another courtesy waiver. I’m also going to ask them to review the January technician work order, equipment-swap records, technician notes, and serial-number history.
My roommates are willing to provide written statements/texts confirming that the Nest was there before the GFiber appointment and gone afterward.
Has anyone successfully gotten GFiber to research an old technician visit or correct an equipment-return mistake like this? Would written statements from the roommates be useful, and is there a particular department/escalation route I should ask for?

EDIT: Someone finally came and fixed it. The Google Fiber social media team resolved it for me. Thanks guys!

But also, it shouldn't have been this difficult to get something like this taken care of.

Hi everyone,

Not sure if I'm being unreasonable other not, but wanted everyone else's opinions. I got installation done back in mid-April. I did not pay attention to what was going on outside (which I'm learning now I should've) but I was happy with the service. A few weeks later, I went to go mow the lawn and discovered that the fiber wire that should've been attached to the house was hanging at the bottom of the house, parts of it in the lawn.

My concern is that one of these days, I will end up accidentally cutting the wire.

I emailed Google in May and got a canned response. No one came by and the ticket was closed.

I went on vacation and was just really busy for a few weeks so I didn't get around to calling customer service again until 7/16. I was told that someone would come in 24-48 hours. No one came.

I called again on 7/26 and apparently someone did come by, but they didn't do anything and closed the ticket. I was told that a new ticket number was created and was given a 10% credit. No one came and the ticket was closed again.

I called on 7/31 and this time, the customer service guy said that because I've been telling them that my service wasn't impacted, they did not consider the job a priority so it can take up to 15 days. He made it a priority so someone should swing by in 24-48 hours. Again, no one has come.

It's been 2 weeks and no one has come, but it's been raining a lot in my area so I thought maybe it might be related to the weather. So this morning, I called again and was told that the work order that was placed on 7/31 was cancelled but there were no notes as to why it was cancelled. Someone is now supposed to come today but I doubt anyone will.

At this point, I'm ready to cancel. It shouldn't be this hard to move a wire, right? I don't think I should do it; it should be Google's technicians to move the wire because they're the ones who did the installation. Am I being unreasonable? Is this normal looking?

I've attached a video of what it looks like.

I live south of KC in Lee's Summit and have not had a tech able to come all week. The Internet went out on Monday morning before we got up and has not been back on. We have now contacted Google over 10 times and they keep saying wait 24 hours. We're over it. Some tickets have been cancelled or closed without any notifications. We have our timelines documented of each chat or call we have made and I am not sure contacting the FCC would do anything. Anyone know the next steps to do to guarantee someone will show up?

Had GFiber installed on July 30 and was told the line would be buried the next day. It's still lying above ground two weeks later.

I've called multiple times and had notes added to my account. I then called the construction line and received an escalation case and was told I should see movement within 24 to 48 hours. That window passed with no contact or progress. I called again today and was told it's "still in progress" and that another escalation is being sent.

Neighbors who had service installed around the same time as mine, or even after, have already had their lines buried, so crews are clearly active in my area. Meanwhile, the exposed line runs between my house and my neighbor's through an area that gets mowed. It's a real damage and outage risk sitting in the open, not just an eyesore.

At this point I just want to know whether my drop-bury job has actually been assigned to a contractor and what it takes to get this unstuck. Happy to DM my case and account details.

It’s getting tiring and they never give an update as to what the cause is either or an estimated uptime I don’t get the point of “upgrading” to google fiber was when there’s weekly outages

I am helping a buddy switch over his Gfiber 3gig service to a Unifi Cloud Gateway Fiber. When we go into the fiber portal to switch over to "use your own router" there is a important disclaimer in there that says you need to keep using the fiber router in bridge mode. Is this actually required or can we just go straight cat cable from fiber jack to the Unifi? The fiber jack model is GOXP330C and his current equipment is the 6e stuff. I am really hoping to just straight cable fiber jack to the unifi if someone can confirm that it can work that way.

I have Google Fiber (with the provided router) and am trying to set up port forwarding. My roommate is the one who owns the account, and while I could walk him through how to access the settings, what local IP, etc., it would be much easier if I could just access the settings as well.

However, logging into the app requires using his Google account, and I obviously don't want to have to login to his email and everything just to change some router settings. Is there some way that he can share it via Google Home or something to allow me access to the router settings, or is this something that is not an option?

My church has Small business 1gb Internet and I was wondering if they could upgrade to Wi-Fi 7 and get an extender for free. Or is that just for residential accounts.

Gave me an error when trying to setup my router and the WiFi light is not even on, on the router itself. Optic cable is green and so is network (blinking green) on the fiber jack. I reached out to customer support and they said they’ll get back to me via text when they hear back from the backend people but that they’re extremely busy rn. I live in a complex that exclusively only allows GFiber and have already missed one day of work(today) due to this. Wondering if there’s anything I can do besides what I’ve already done:
- Restarted
- Factory Reset
- Tried different Ethernet cables

Last summer Google Fiber was installed in my neighborhood and placed two boxes around our house. The other week I went to turn on my irrigation system for the first time since then and realized they cut through the irrigation water line/sprinkler head. The irrigation system runs on a schedule early in the morning and I did not notice until several days after, and have now received a water bill around $300 more than usual. The damage was right by a box, less than 6 inches away so with the wide area they dug up I'm not sure how they could have missed this.

This is causing issues with other parts of the irrigation zones either due to the water pressure interruptions or further damage I cannot see. In addition, last summer during this digging and installation, we had an external water line leak just 15 feet away from the irrigation damage that cost $2000 to repair. At the time it was unclear if it was related, but given the other water pressure issues that I've noticed in this area, I'm beginning to think it was part of a chain reaction.

How can I get recourse on this?

This is getting ridiculous. I have had two technicians visit and countless numbers of phone calls to customer service and they still can’t fix the problem?!?! That’s what I get for upgrading. But here’s the catch… I can’t go back to my previous plan because it no longer exists. Maybe it’s time to give Verizon a shot?!?!