GFiber: The Google Fiber App

I express my absolute dissatisfaction with my Google Fiber experience since signing up on May 30th. Not only is my service failing to function as advertised, but the customer support infrastructure is fundamentally broken. The Technical Issue: Since installation, my Google Fiber app and the online portal have consistently reported that my network and internet are disconnected. I have no visibility into the health of my WiFi or extenders, leaving me completely in the dark regarding the actual status of my service. The Support Failure: Between May 30th and June 5th, I have contacted support four separate times. This experience has been unacceptable for the following reasons: Zero Continuity: Every representative I speak with lacks access to the history of my previous interactions. I am forced to repeat the same exhaustive explanation of the issue every single time. Empty Promises: I am repeatedly told that my case has been "escalated to the engineering team," yet I have received zero follow-up, status updates, or resolution. Lack of Accountability: It is clear that there is no internal tracking or ownership of customer issues. I am being billed $70 per month for a service that is effectively non-existent and a support system that is incapable of providing basic assistance. I am requesting that this matter be escalated to leadership immediately to resolve these connectivity issues and address the gross incompetence I have experienced with your support department.

Was supposed to have my service since June 1st and it’s now June 4th. Look elsewhere they’ve gone done BADLY!

For several months the IOS app has been unable to display my Google provided router status. Service is working, but it shows the router is unreachable from the app. It works on a browser window. Please fix this and I’ll update the rating

Their service crashes constantly and when there’s a problem the 3rd party outsourcing agents in India & the Philippines they seem to exclusively use now who have ZERO! Technological expertise or training simple regurgitate the same troubleshooting steps as googled stupid Ai automated system that almost never works and then their solution is to dispatch a technician who won’t be available for 7 days! By which time obviously the problem that is 100% on their end is fixed but that’s what they prefer! You go days without any service for an issue on their end and then you’ll spend hours arguing with a supervisor to get a refund for your time without service! Google treats us like cattle and hides behind Ai /3rd party outsourcing and contractor technicians while being worth hundreds of billions! I thought xfinity was bad! Google fiber has taken lousy customer service and lousy tech support to an art form and made it worse than you can imagine! I’ve had to pick up a second internet service provider because of how lousy Google fiber is

Google fiber customer support is dismal. Two weeks ago we decided to upgrade from one gig to three gig after years of service with no problem. The installation was done incorrectly and we've had no Internet since. I’ve been trying to get a technician out here. The AI interface is time-consuming and frustrating when you finally someone they are in a foreign country English isn't a priority. after a week and a half of this, I finally reached a woman ran me the same diagnostics I had been through many times. She upgraded my ticket to priority that was 4 days ago nothing since.

Ever since Google Fiber became GFiber and they switched digital account platforms, their app is no longer capable of basic tasks such as viewing billing information/statements, or managing account information. You’re redirected to the web account portal where logging in accomplishes nothing. The Google Fiber app was once highly usable and that is no longer the case. Sad to see what this company has become.

Why can't I update payment method? My payment lapsed and because I can't update my payment method like your "Help Center" says I can, YOU LIED and said I cancelled my service! No tf I did not! I'm trying to give you money and there is no way to update this on the app. I do not have a computer and should not have to buy one just to pay you. This is one of, if not THE biggest corporations on the planet. You can afford to fix your $#!+.

The whole team is outstanding from A-Z, plus the actual fiber/internet service is superior! We recommend G-Fiber

So easy to set up

It’s impossible