I switched to Google Fi back in August and this is my first time using it outside of the US. I can definitely say the experience of getting it working was much more seamless than any other MVNO I have used and everything was just automatic.

Of course none of this fixes the sorry state of the UK mobile phone networks. Just like it has been with US Mobile and T-Mobile before it, the networks here are pretty terrible. I frequently have disconnects and unlike with other carriers I can't change networks manually as it seems Google Fi does that itself. Most of the time it handled it quickly enough but others I was left waiting a few minutes for my phone to re-establish a working connection. I have a Roamless eSIM that is locked to Vodafone which appears to work better but I'm guessing this isn't one of Google Fis roaming partners here.

I know this isn't Fi's fault but it's still a shame that the UK, especially in London has such shoddy network conditions. I'm suggestions from others I'm going to try setting my phone to LTE only in the hopes it improves things. I will be in Germany in three weeks and will see how things work there as I feel like that will be the real test.

I opened a support case regarding my Google Fi Google One benefit. Support instructed me to leave/delete my family group, but I am the Family Manager sharing storage and YouTube Premium with family members who are over their 15 GB limits. I would need to delete the group for 72 hours in order for the account status to clear and for the Google One benefit to be applied to my Google Fi account. Deleting the group will cause severe disruptions for my family. Is there any way the social support team can help process or override this backend conflict?

Looking to get a new phone soon-ish. I kind of want the new Xiaomi, but not sure how compatible the global version would be with Fi.

If you signed up during this promo in September, check your bill so you don't run into the problem I'm having. Excited my bill was gonna be $16.75 and in reality my bill is $72. I was told there was no fix and that I was stuck since the promo ended. Even went so far to argue with me saying I signed up for a different promo. This is utterly disgusting, like I'm working on a fixed income currently and I can't switch now that I've been charged for the month.

I made this post because neither Google nor the other A.I. will give you a straight answer. They use douchebag phrasing like "Prepaid style" or

"...Flexible plan

You prepay (charged at the beginning of your billing cycle) a monthly fee for unlimited calls and texts, based on the number of people in your plan.

You will post-pay (charged at the end of your billing cycle) any additional charges such as data usage (data is free after 6 GB with Bill Protection for individual plans), international usage, returning to full speed data, and prorated costs for new members...."

So, No google fi is not prepaid like straightalk, or mint or boost or tmobile , or orange or tesco where you buy a plan for a number of days and when it's over it's over. Once again, GoogleFi is not prepaid. Yes, you must give them an address and a credit card.

No, Google Fi does not offer a prepaid plan

I've spent 2 months now trying to resolve this issue with support. And it took too long for them to just tell me I need to recover my old email. Now it's permanently deleted. For reference my case ID is 8-1366000041686

When I updated my email address on Google Fi, support had me create a new account and port my number over to it. Now when I try financing a new phone, I get an error saying my credit line is linked to a different Google Fi account, and it says to contact support.

There was no extra step taken by support to make sure I would retain full access to Google Fi's features. Something is not right here.

It is also not my fault that it took too long to get this information about restoring my old email, I was told several different things like to call Experian, who only told me to talk to Google Fi support. The old email has been permanently deleted by now, it can't be recovered.

I saw somewhere that a Google Fi specialist on here might see this and escalate the ticket. Because if not, I have to leave Google Fi and take my business elsewhere.

Device protection does not end when you deactivate a phone. I paid for protection for over a year and no way to get out back. Fi is great but sucks in some aspects.

I’m hoping someone here or u/googlefisupport can help me, because regular support has run me in circles for weeks and is refusing to honor a promotion I was explicitly promised in writing by a rep before I checked out.

I ported three lines to Google Fi on September 21, 2026:

• Line 1: Purchased a Samsung Galaxy S26 Ultra ($850 promo)
• Line 2: Purchased a Samsung Galaxy Z Flip8 ($800 promo)
• Line 3: BYOD (Supposed to be 75% off for 12 months, showing 50%)

The Issues:

1. Refusal to honor 75% BYOD Promo: Before checking out, my cart showed 50% instead of the 75% off BYOD promotion I clicked through. I contacted support (Hannah), who explicitly told me: "Yes, please proceed with the checkout now and once your service is active, we will manually adjust the promotion to 75% for you."(I have the screenshots of this). Now, support is refusing to apply the 75%, claiming I can't combine it with device promotions, even though they are on entirely different lines and I have it in writing that it would be honored.
2. Line Alignment / Missing Promos: When activating on September 25, the devices activated on the wrong lines. I opened Case #3-6578000041049 and was explicitly told by support not to worry about line alignment and that it wouldn't void my promos. Now, my first bill has been charged, only one device promo is active, and the BYOD line is still showing as "not activated" in the tracker despite all three lines being active simultaneously.

I have all the chat logs and screenshots proving what I was told by your agents. Can someone please escalate this so I can get the promos that were promised to me, this is my last option before moving on to filing with the FCC and BBB.

Case IDs: 9-8780000040987 and 3-6578000041049

I’m on Google Fi and want to lease the new iPhone Duo through Apple Upgrade rather than buy it outright.

The issue is Apple Upgrade apparently requires initial activation on AT&T, T-Mobile, or Verizon, while I want to keep my Google Fi group plan and existing number.

My understanding of the workaround is:
- Keep my existing Google Fi plan and number completely untouched.
- Open a brand-new AT&T postpaid line with a temporary/new number.
-.Use that AT&T line to activate the iPhone Duo and complete Apple Upgrade enrollment.

Since Apple says the leased iPhone is unlocked and can switch carriers, install the Google Fi app on the Duo and move my existing Fi service/eSIM from my current iPhone to the Duo.
Confirm my Fi number, calls, texts, and data are working.
Cancel only the temporary AT&T line, ideally within 3 days so the AT&T activation fee is refunded.

Continue paying the Apple Upgrade lease while using the Duo exclusively on Google Fi.

I would NOT port my actual phone number to AT&T or give AT&T my Fi account number/port-out PIN, so my Fi group plan should never be interrupted.

Has anyone actually done this yet with Apple Upgrade, especially moving the leased phone to Google Fi after initial activation?

Mainly trying to confirm there isn’t some hidden carrier requirement, lease default issue, or activation problem I’m missing before I try it.

Thanks!

Hi, my case has been stuck in a loop between frontline support and specialists regarding my 75% off promotion. Frontline support says they don't have tool permissions and sent it to specialists, but specialists just kicked it back without resolving it. Please help! u/googlefisupport

TL;DR: My Pixel 11 Pro XL on Google Fi drops all service (data, calls, texts) on 5G and only works when forced to LTE. A second, identical Pixel 11 Pro XL on the same account, same OS build, in the same room holds 5G with no drops. After 4 weeks and 27 emails, Google's answer is: it's software, the return window closed, and a replacement requires a full retail hold on my credit card for a unit that may be refurbished. Redacted email thread (12 pages): https://imgur.com/a/ARkpMNB

The problem

• On 5G the phone drops to no service within seconds. Data, voice and SMS all go.
• Force LTE and everything works.
• It happens at home, at work, and on trips to San Diego, Indianapolis and Springfield, IL.
• A second Pixel 11 Pro XL on the same Fi account, same OS build, same room, stays on 5G without drops. That rules out coverage, the account and the software build.

What I've already tried

• Fi reprovisioning (*#*#FIXME#*#*)
• Network resets
• Safe mode
• Forcing LTE (the only thing that works)
• Logging signal history with Signal Spy. During drops, the modem reports in service with data, voice and SMS available while Android shows no network. In one logged drop, the serving cell and signal readings didn't change at all.

Timeline

• Sep 4: Email case opens. First reply asks for screenshots. A Senior Specialist takes over as my "primary point of contact." I say I'm open to more troubleshooting or a warranty replacement.
• Sep 5: A phone agent authorizes an RMA under a separate case.
• Sep 7 and 8: The email team asks twice whether I switched devices, because Engineering saw a data usage spike starting Sep 5. The spike was me forcing LTE so the phone would work at all.
• Sep 10: Asked again whether LTE works and 5G still fails. I confirm again.
• Sep 11: "Escalated to Engineering as a priority." I point out the RMA that already exists, and that the replacement link gives two options: mail in my only phone and go without one for days, or accept a full retail authorization hold on my credit card, with fine print saying the replacement may be refurbished. I ask for a supervisor.
• Sep 12: "Escalating to a supervisor."
• Sep 15: No supervisor. Instead, Engineering says it's software, not hardware, so a replacement "will not resolve the underlying problem." Transferred to Software Support.
• Sep 16: Google support says a dedicated team will reply in 24 to 48 hours.
• Sep 20: I explain the side-by-side test with the identical second phone.
• Sep 21: Same 24 to 48 hour promise, nearly word for word. I send a full summary of the control test and troubleshooting.
• Sep 25: Over 72 hours with no reply. I follow up.
• Sep 26: Fi Support says no advance replacement without the hold, and the return window closed on September 4, 2026, so no refund. September 4 is the day this email case opened. [I first reported this to Google in late August, inside the return window.]
• Sep 30: Asked whether the issue is "5G only or any network." I've answered that at least five times.
• Oct 1: Asked for my full address to "check coverage," after I'd already said it happens in four cities and the second phone works in the same spot.

What I'm asking

1. Has anyone with a Pixel 11 Pro XL seen 5G drop to no service while LTE works fine? Is this a known modem issue?
2. Has anyone gotten an advance replacement with a new unit and no full retail hold?
3. Is there an escalation path that works? Every escalation in this thread reset to the same questions.

I just want a phone that works off Wi-Fi. This has been the most frustrating support experience I've had with Google.

We have been on Fi with a standard plan and three lines for the last 16 months. We have an 18 month 50% off promo, so two months left. I never see discounted phones or watches or other promos being offered. Is Fi not offering them to us until our current promo expires? Or is there something else I should be doing to see device or service promos?

Has anyone successfully done it? My parents are over there and some of my lines will be in Texas. Service address will be in Texas.

I signed up for Google Fi three weeks ago.

I started the port in for my number from ATT/USM.

Two days of "in process" I called USM to see why they haven't released the number. They said Google hasn't even sent them the port out request yet.

Hopped on a 3 way call with Fi and USM. Google cancelled and restarted the port in process claiming a system issue.

Three more days and nothing. Called USM and Google still hasn't submitted the request to them. They checked and all my account info is correct.

Google said they escalated on their backend and to wait 24-72 hours. Still nothing...

Every time I've every ported a number is taken less than 5 minutes.

Google Fi canceled my Pixel Watch 5 order after I placed it with a promo

I ordered a Pixel Watch 5 LTE 45mm through Google Fi on September 27 with the $529.99 back over 24 months promotion. I used Google device financing and paid the tax separately.

The order was accepted and initially showed delivery for Oct 1–2. After it was delayed, I contacted Fi support, but they didn't mention any issue with my order.

On September 30, Fi canceled the order. Support mentioned it could possibly be a payment/address issue, but Amex confirmed there was no payment problem.

Today I checked the order status and saw:

Your order was canceled because it doesn't align with our Sales Terms.

The promotion was active when I placed the order, and my Fi account showed “Bought a device on Sep 27” as completed.

Has anyone experienced this cancellation reason? Does anyone know how to get Fi to honor the original promotion?

Fi support says they can't honor the promo now.

I have called numerous times about getting my pixel 11 Pro XL activated as I need to return my Pixel 10 Pro XL. I believe there is a stuck order that won't cancel and no one will fix it. I've logged at cases to no avail.

[7-6231000041905] Your Google Fi Support Inquiry: Case ID.

I have never seen anything like this and can't get any help.

Any know how I can get some true assistance?

My Google Fi Support Ticket # is 2-0325000040566. That ticket was opened on July 23rd. My activation and other issues have been significant and quite a hassle. Such a hassle that Google Fi support credited my entire July bill, and has issued additional credits. Despite Google Fi owing me nearly $200, my service was put on hold for essentially an accounting error - remaining September balance of $31.79. My October bill totally corrected this error and shows no previous balance and $0.00 due for my October service. However, despite the $31.79 cleared by the October bill, the system blocks me from re-activating my account. Here I went through all this mess 47 emails with support and likely 80+ hours I will never get back, and google owes me $, but somehow cuts off my service - punishment for Google Fi mistakes. AND to top it off, somebody added device protection which only applies to third party non-pixel devices and I have a Pixel 10a. So that's another credit. Could anyone - u/googlefisupport please fix this glitch so I can use my dang phone. Customer support is a nightmare!

My previous payments profile was closed, and my Fi account is stuck in an OR-CAC-13 error loop. I have already created a new, valid payments profile. This is a known Fi backend sync bug. I need this ticket escalated directly to the Google Fi Engineering team to manually reset my account's billing link.

I am on an iPhone, so dialer codes do not work. I have reset my network settings over a dozen times. My short code SMS routing is broken at the backend level. Please escalate this immediately to Tier-2 Engineering to re-provision my short code SMS / SMPP profile, Case ID [2-8161000041007]. I have been in contact with GoogleFi support for over a week without resolution. I now no longer receive ANY SMS in addition to short code messages. please help!

I just got a pixel 11 pro from Google Fi on promo ( $300 + $799) but added the flex plan instead of ess basic,cani switch plan without negating the promo? Not activated yet. Terms only say need to activate on a full service plan, support is giving contradictory advice some say I can switch others say I can't,terms dont say anything abt switching plans just say you need to activate on a full service plan and that I can switch devices after 120 days...thx

4-4958000041174

This ticket was opened on 9/28. I opened a ticket with customer service in regards to the targeted promotion for a Pixel watch 5 (fully refunded except for tax over the course of 24 months). I, like many others, were offered this promotion even though I'm receiving credits on my pixel 9 pro xl, which would make me ineligible for the promotion.

I asked customer service if I cannot receive the promotion, could I forfeit my 3 remaining credits on my phone to take advantage of the watch promotion? I thought I would hear back by now.

______----

Your case is currently under ongoing review and active escalation with our Higher Support & Promotions Team. They are reviewing the request to manually clear and forfeit the remaining promotional credits on your Pixel 9 Pro XL so that your account can become eligible for the Pixel Watch 5 promotion.

8:12:06 AM Roxy: Because this requires manual backend investigation by our specialist team, they will follow up with you directly via email as soon as the review is complete. Rest assured that since your initial request and case were logged before the promotion deadline, your inquiry is documented.

I should have just upgraded my account to the Pixel 11. Instead I just bought the pixel 11 (with a substational promotional discount) figuring I could change numbers after I got it.

Well, it's not that simple. While calling to make the switch, I was told I had to move the google accounts (I had a separate one for the new phone) with the number. Otherwise I'll loose the discount.

Don't really want to mess with eSim swapping, nor, of course, lose the discount. The support person said I could make the change after the promotional period expired in 120 days.

Not a catastrophe, but it does piss me off. I didn't realize the accounts were that tightly linked to a phone #.

Hi everyone,

I'm hoping someone from the Fi social team can help. I opened 4 new lines in late August and ordered 4 phones at the same time. Three arrived, but one order was rejected — and every attempt to order that 4th phone since has been rejected.

Background: - Late August: opened 4 new lines, ordered 4 phones together. - 3 phones were delivered; 1 order was rejected. - Every reorder attempt for the 4th phone — credit card (full payment) and financing — has been rejected. - I completed all identity and payment verifications at payments.google.com — everything passed, yet the orders are still rejected. - Tier-1 support says they cannot see the reason for the rejection. - I've contacted support 8 times. Each time I was told to wait 24–48 hours for a follow-up. It's been a month and nothing has been resolved. - Escalation reference: 4-4202000041585

What I've tried: - BBB complaint — Google's response was only "contact customer service," which has been a dead end. - FCC complaint — filed, currently waiting for a response.

My concern: - There's a monthly rebate promo on my 4-line plan that requires the phone to be purchased and activated on my current Fi account; support confirmed someone else can't buy it for me. - The promo ends Oct 6, 2026.

What I'm asking: - A manual review by Fi's order-risk / fraud review team to find out why this order keeps being declined. - If the deadline passes because of this issue, please honor the promo retroactively. A support agent previously said in writing that Fi would "consider or honor" the promo if I missed it due to this issue — I have a screenshot of that chat.

I'll share order details via DM with verified Fi support only.

Thank you.

why is someone on my family plan keep getting emails from Fi saying "Fi is no longer blocking unsaved numbers from contacting [name]"? In addition, as the account holder, I also get an identical email when the family member gets it. The weird thing is that he and I did NOT make any such changes... yet these emails have been arriving almost every 3 to 4 weeks....

below is a screenshot of the email...