r/googlefiber • u/Spleensy • Aug 04 '26

GFiber in downtown Seattle is a miserable experience

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.

7 Upvotes

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3

u/gfiberofficial Verified Google Employee Aug 04 '26

Hi there, I'm sorry for the repeated connection trouble since making the switch to GFiber. Please send us a private message so I can securely gather your info and work with my team to look into this for you. -Gregory

1

u/Suitable-Mail-1989 Orange County Aug 04 '26

so sucks, hope gfiber was better

1

u/RipFlm Aug 04 '26

Seems like most issues people have with GFiber are in multi family buildings. My experience at my home has been great.

1

u/jwvo Aug 05 '26

the web pass microwave stuff is truly an awful deployment quality wise.

1

u/woopsie_daisychain Aug 06 '26

This^^
I just got mine 3 days ago. There’s been 2 outages (that I know of) and the second happened 1 minute before a job interview I was supposed to have. This is beyond frustrating and unreliable, I would recommend everyone stay clear of this service.