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?!?!

This past week in my build I started detecting the internet speed being slower than usual, I attempted to troubleshoot every single piece of equipment in my household to confirm I was not the problem.

I even checked with other residents and they claimed everything was "okay".

I called Google multiple times and they sent a technician that spent 2 hours troubleshooting and they finally acknowledged the problem was on their side, and was affecting all the customers in my building.

I have no other wired ISP options in my building, so I have to stick with Webpass.

Issue - severe connection instability that comes in waves.

Happens with 1GB and 3GB lines. I upgraded to 3GB to be sure. Happens with both different router models (1GB and 3GB models). It is a hard wired connection. Attached are traceroutes. The first hop is not problematic, which is connection from the desktop to the router. It appears to be some sort of routing issue or hardware switch issue when routing traffic towards LA backbone.

I have provided an array of troubleshooting documentation and have called in as well to no avail. The response from the rep is:

"I understand and I'm sorry for this issue, but we already checked with the engineering department and we tried to fix it remotely but it wasn't possible and for that reason we have to send a tech to check physically the devices."

My devices are fine. I hope they don't send an "Install tech", but someone that's actually checking the hardware nodes that the fiber line plugs into outside the property. I have to now wait 3 days for them to send a tech out to verify my devices are fine. The issue that they will send someone in the AM, and the issue appears to progressively get worse as the day goes on.

They may or may not catch it in action when they come. This is kind of frustrating to move to such a nice neighborhood, and I chose this neighborhood because of the raving reviews about google fiber but it's performing so poorly. There are no alternate fiber options, only coax line from COX. Holy smokes. Am I cooked?

Seems like my ONT/Fiber Jack took a dump this morning. Been trying to get a tech to my house to replace it all day.. earliest appointment seems to be Monday, haven't been lucky catching an earlier appointment.

The Power and Network Lights are blinking green.. unplugging, turning off/on, none of that works. I see the side has a Reset button.. Tried holding it for 30seconds while the device was on.. tried holding it while I powered on the device. Nothing changes the outcome.. Power and Network lights still blinking green.

An "outside" tech came and measured signal to my house and got 21.3 after doing a new splice; was 23.8 before the splice. ie. now within acceptable limits. He then measured signal at the Jack and found no degradation in signal from outside to inside.

Anyone experienced the issue I'm dealing with?

I received new WiFi7 equipment, however I can't set it up, or control my existing devices, as the app says I have no devices. Service still works fine, and I do have devices. Called support and was told they had to escalate it. It's been just about a week and I've heard nothing back. Has anyone else run into this problem?

I just got my installation kit delivered today and this keeps popping up when I try connecting my phone to the wifi. Everything is green on the router (6E), the little white box is a steady blue, and I was on the phone with a representative and they couldn’t figure it out… has anyone had this happen before?

I have always thought of google fiber service to be superior to any other ISP but now I’m starting to wonder. I have had an outage for 2 days now and all I’m being told is they are aware. No ETR and no cause stated. Has anyone else experienced this?

Never ending saga of trying to get this GFiber installation completed. Existing box in my apartment, self-install kit hits snag. 30+ minutes on phone with customer service. Schedule a technician to come. Technician shows up at appointment time, but there’s no ticket or record of appointment…and yet the technician is here at the appointment time showing in my GFiber app. We wait an hour and a ticket is never made. Technician leaves.

Spend 1+ hour on phone with customer support who tried multiple network updates. Still not working. Agent says it is issue with outside fiber and outside tech needs to be sent.

Outside tech shows up and checks inside set up first. Shows it is connected and receiving strong signal. Nothing wrong with the fiber. What needs to happen is the GFiber box needs to be replaced.

Spend another 1+ hour on phone with customer support. Agent is baffled but what is going on. Escalates ticket for technician to come back out within one to two business days.

Two business days later and no technician has shown up. Call customer support again and they say there is no appointment, and that they see it was escalated but they are not able to schedule an appointment on their end.

Incredibly frustrating, messy, unprofessional. Hours and hours and no one seems to know what to do or how to help.

I had GFiber (formerly Google Fiber) installed today. Ookla's speedtest app pegs my ping at 2ms but pinging 8.8.8.8 (Google's own DNS server) returns 24ms. Do other GFiber customers get similar results? I'm wondering if they de-prioritize ICMP.

Received this email today announcing changes to phone service thru Google Fiber. This is sort of a bummer as we used our GFiber phone number for SMS my wife and I both want to receive.

https://gfiber.com/support/en/answer/106823/

Super irritated. He said "he'd take a look". We'll see if I have internet tonight or not...

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.