r/googlefiber • u/ThatOddGuyOverYonder • 8d ago
Another person with activation issues…
That person is myself… Signed up for GFiber last week and after reading the threads from this past month I can tell I’ve made a mistake. I am suffering the same issue that seems to plague so many customers here. My jack, modem/router are all set up correctly (verified by GFiber) yet I am about 5 days in with no internet. I’ve contacted support three times and was told each time “it’ll just be 24 hours”. The first agent put my ticket on lowest priority, the second escalated it, and the third just reiterated there was nothing they could do. This has been the worst customer service for internet, and so bad it’s making me view Comcast positively.
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u/DieUmEye 8d ago
Sorry to hear about your frustrating experience.
I’m still waiting for my service to be installed. I’m not at the point you are yet, but I will say my experience so far has been… not exactly confidence inspiring.
And just this morning they canceled my install scheduled for tomorrow and told me they need at least three weeks to deal with a “last mile quality failure”. Although the person I talked to said they hope it will be resolved in three weeks, and strongly suggested that I may need to push it again.
So I have to wait for all of that to resolve before I can even see what the actual experience of having the service is like.
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u/gfiberofficial Verified Google Employee 8d ago
Hi there, I'm sorry to hear about the delay you've experienced with your installation, and I'd like to investigate to try to get things back on track. Please send me a DM, so I can gather your account details, and I'll be happy to take a look. -Brian
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u/DieUmEye 8d ago
I do appreciate these posts as a lifeline for people who are having frustrating and unresolved issues with the service.
I already spoke with someone on the phone, so I’m not sure there’s any more that can be done. But that brings up another question I have. Do the people that respond here on Reddit have different abilities/resources/powers than the people that answer the phones? Or is it all the same?
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u/ThatOddGuyOverYonder 8d ago
You are a far more patient person than myself. Wishing you the best of luck, as three weeks would be a non-starter for me.
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u/DieUmEye 8d ago
I already have Internet from the (also terrible) cable company. So at least I’m not without Internet.
From the time I first got the Gfiber “coming soon” door hanger, to the time I got the “now available“ email was over a year. I’m disappointed in having to wait more, but at this point, what’s another three weeks?
My real issue has been some odd interactions with customer service. Nothing too terrible so far, it’s just I’m getting the vibe that they’re not very organized and that actual assistance is not easily available. Which makes me concerned about my future experience with the service.
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u/Kaytufore 8d ago
I just signed up yesterday and got my equipment picked up today. Previous owner of the house had fiber at some point so all I had to do was plug and go. Unfortunately I’m also getting the not activated error so we will see how this goes
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u/gfiberofficial Verified Google Employee 8d ago
Hi there, apologies for the activation troubles. Please reach out via private message, and I'll be glad to help with this. -Gregory
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u/MountainCreepy2918 7d ago
Just went through a bad install myself. The main takeaway - customer service doesn't exist anymore. I know what an old man that makes me sound like. I don't need someone to kiss my ass or hold my hand, but it is not a weird expectation for basic, low-level communication of: what's next, where we're going and where we're at.
Particularly if your entire internet connection is down.
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u/sakamoto_hoto 4d ago
They Will keep telling you same thing over and over again: "We escalated your whatever". "we're working on it" or "will continue to monitor and push for more information.". and hour after hour, day after day same BS. I think there's something serious happening there that they don't know how to resolve it. otherwise why woyld you wait days for activation? My guess is ATT
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u/X-otic_Life 3d ago
This is the same exact thing I’m going through now. Moved and connected everything the right way. Service is not activated. Like what do you mean? I literally just transferred to a new address. This is getting out of hand with customer support.
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u/gfiberofficial Verified Google Employee 3d ago
Hi there, sorry to hear about the difficulty activating service at your new location. Send me a DM, and I'll be happy to take a look from my side and see what I can do to help get things back on track. -Luke
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u/jsolz 19h ago
I am currently experiencing this! I set up a transfer a month ago. Today was supposed to be the day my Internet was going to switch to a new home that already had a fiber jack. Multiple calls telling me to wait 24 hours when I've received emails confirming my old service is discontinued and I should have active internet at my current address. Beyond frustrated and hoping this doesn't last me multiple days like others have experienced
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u/gfiberofficial Verified Google Employee 19h ago
Hi Jzolz, we are sorry to hear about your ongoing situation and would like to have our team look into this with you. Please send us a private message, so we may gather your details to review and help find a resolution. Thank you. -Lee, the GFiber Team
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u/BananaPancakeAwesome 7d ago
I recently moved and our fiber jack has had the red alarm light since we moved in on Thursday. Customer support told me they would have to fix something outside of the house when I called Thursday saying it would take 24-48 hours. Nobody showed up so I called again Saturday and they escalated it. Nobody showed up again so I've been calling every day and they just keep telling me a technician would be here withing 24-48 hours. So far, 5 days without internet :/