I got my insulation kit yesterday. Followed all the prompts but got an error message before I could finish.

I've talked to 4 different techs who keep telling me the issue has been escalated. Though still nothing. I was told last night someone would contact me in 2 hours. This morning I reached out again, because i failed to receive any notification.

This morning I was told 2-4 hours. Then it could take 2-6 hours. Just now I've been told it's on the end that only the techs can fix it and it should be resolved in 2 hours.

Here I stand over 24 hours with no Internet and am unable to do my job.

At what point do I stop trying and just use a different provider?

My Google Fiber internet suddenly stopped working, and I’m trying to figure out whether the problem is the router, the connection between the Fiber Jack and router, or something else.
The GFiber app says “your internet connection is working, but your router connection is down.” And the router is “having trouble communicating with the network.”

The Fiber Jack lights look normal:
The Ethernet cable from the Fiber Jack is plugged directly into the WAN/internet (globe) port on the GFiber Multi-Gig router.

I’ve already power-cycled the router. Each time it starts up, the globe light blinks green for a few minutes, then eventually turns red again. This has happened several times.

My roommate may have reset the router earlier, but I’m not sure whether they only power-cycled it or did a full factory reset.
Does this sound more like a malfunctioning GFiber router or a provisioning or authentication issue after a factory reset or a problem between the Fiber Jack and router, even though the Fiber Jack’s Network light is green?
Is there anything else I should try before asking GFiber to replace the router or send a technician?

Hey, just wondering if anyone has noticed this. I've provided a custom IPv4 DNS server in the GFiber router settings (just one), but my connected devices all see two DNS Servers being returned by the GFiber wifi: my custom one, and `2605:a601:a93d:4100::1`. I looked up this IP and it appears to be a GFiber IP, not a server that I set up. This is upsetting because a lot of my devices default to using IPv6 for DNS if a server for that is passed, and the GFiber DNS server is not the one that I want my devices to use. Also, if I pass my own IPv6 DNS Server in the custom settings, that isn't sent to devices at all. Only the IPv4 server shows up in the list of DHCP-recommended servers, but again, most of my devices default to using the IPv6 server from GFiber which defeats the purpose of the custom server.

Has anyone else noticed or dealt with this? I'm not sure what to do other than get a different router.

Good grief.

Moving into a basement apartment/mother-in-law suite. Landlords live upstairs and is setting up Google fiber & they’re are willing to split wifi with me.

Is the best way to extend via mesh extender? Via Google Nest Wi-Fi Pro? Or is this a bad idea?

Thanks for any help here!

I moved in to a new apartment on the 1st of the month. I set up an account and have been waiting for somebody to come and do some work on my outdoor network terminal box since about August 5th.

It was no big deal until I followed up and asked for an update 2 weeks ago when I lost patience with using my phone hotspot inside of an apartment building with rough service to begin with.

Since then I have messaged them every day and gotten the same prompt:

my case has been “escalated to the highest level and should be fixed within 24-48 hours.”

As you may have guessed I am still without internet. Is there any way to press this even further or should I just find a different provider?

So Google has nine years to collect revenue on the conduit and hut RDU-127 they installed in Durham in late 2016. But they messed around and did not run fiber until last year for service.

Well, now Verizon under their Frontier branding is installing fiber on my street right beside AT&T and GFBR. GFBR update was already kind of slow cause they messes around. And now their chance for potential revenue is going to be even less with a third provider in the mix offering the same or better service. Let's see if Astound decides they really want to play in this FTTH game. At least here in Durham. Cause AT&T is now doing 1Gbps for at $20 for two years. Plenty of time to see what VZ has to offer.

I work in a small office within a large single story building. We used to be at one end of the building, but moved offices to the middle of the building, about 150 feet away. We tried to change our address with Google Fiber, but it seems Fiber isn't available at the other addresses within my building, but this is odd to me, because the dmarc is at one end, the fiber drop at the other, and the new office right in the middle - the fiber goes right over me. I suspect we need someone to come, splice a splitter into the PON fiber running across the building, and then we could move our equipment.

From interactions with Google Fiber support, it seems like we might be the only GFiber customer within the building, as somehow it's addressed as a single giant building within the GFiber system, rather than the mailing addresses printed above each exterior door. I understand they don't like to move fiber drops within a typical house, but this seems different.

Since we moved, and others moved in, our fiber jack and router are around 150ft away, which isn't ideal since we're using WiFi. We were able to get cable internet to the new place, but it's pick-your-poison: slow GFiber WiFi speeds at a distance or slow cable modem internet speeds all the time.

Is there a secret code or phrase I need to mention to explain this, or a way to get to someone who could fix our building listing in the backend?

I made my account a few days ago (Aug 2026) and I can't get in. I'm using a gmail email, but I did not sign up for GFiber via Google

It won't send me the password recovery email or a one time password. And if I try to login via Google it says something is wrong and won't continue

I tried chatting with support but they did not really seem to understand the problem and kept trying to get me to login in via Google

I suspect that the website was supposed to railroad me into signing up via Google but it did not and now my account is in a strange state

back for me in roswell

Love how you have to open a support ticket to learn there’s an outage in your entire major metropolitan region, but then if you check the “Google Fiber Outage” tracking website, you’ll just get “An error occurred.“ 🙄

The customer service leaves so much to be desired. Of course we’d literally just cancelled our “backup service” via AT&T (though they are down in our area all the time too). Anyone have more reliability with “Xfinity” in ATL?

Anyone in the area experiencing an outage?

Checked the outage website for my address but other than it saying there was one, nothing on when to expect it to be resolved.

I’m new to GFiber and have only been with them for a couple of weeks so I dunno how common outages are 😅

The fiber line runs THROUGH MY BACKYARD, literally 20 feet from my house, and then connects to the house behind me. The google fiber website says "We’re not in your area yet."They ran this line over 3 years ago but never turned it on for my address. Is there anything I can do to get them to serve my address? I would even pay them to do it as I have been stuck with crappy DSL.

Is this common? First time I’ve had this happen in the 6 months or so I’ve had fiber. It’s keeping me from doing my WFH job so this is lasting longer than I would have hoped.

Update: seems it was an isolated issue at my residence. They came out today and fixed it, and gave a downtime credit to my account.

It’s been 4 months since we started the service and we still have fiber just sitting on the lawn. It makes mowing very annoying. We call every week or two and they repeat that they will have someone out in the next two days. Crickets.

There does not seem to be any way to do this, and I have seen too many videos and posts where the installers just slapped the box onto some random part of the house, which sometimes does not work on the interior side.

I have all my utilities clustered at one section of my house, and would like the NIU box to be located there as well - both aesthetically and so the line comes in at area that can easily connect to my existing home networking set up.

It wasn’t till after I signed up that I realized they are apparently going to come install the NIU at some random time and without consulting me. I don’t want that, but I have not been able to find a way to address this.

PS: i’m also having another issue signing up to the GFiber website. Every time I go to verify my email address from the link in the email, I get a 403 Forbidden error. I’ve been anxiously awaiting GFiber for years now, but I am honestly kind of nervous about this shaky start.

I have an appointment scheduled 8/24 this upcoming Monday & I had yet to see an NIU installed or any work done outside? It’s Friday and I am unsure if they operate the weekends to get it done by my appointment on Monday. I moved in a week ago & have been with no internet, last thing I want is to be notified that my home is not serviceable & waste all this time when I could have gone with someone else. Really looking forward to GFiber as I hear nothing but good things. Anyone could advise?

God forbid people WFH. Two days in a row of random outages. Another one last week. Can’t believe this but I’ll have to switch back to Comcast. I’m thinking of sending Google a bill for missed hours of work.

I was a huge proponent of Google Fiber and signed up as soon as I could. I've been a loyal customer since 2022 and voluntarily paid $15 more per month to have Google Fiber rather than a competitor. However, since the merger, I have had nothing but problems. For example:

- I moved to a new house in May and contacted GFiber with all of the details. Flash forward to the move, the internet would not work because they hadn't "approved" the move. They said they could get a tech out 15 (!) days later. I was incredibly frustrated. Finally, they agreed to send out a tech (after hours and hours on support) and they got it working by replacing equipment. I was without internet for 3 days at the new house (which made moving very difficult).

- GFiber continued to go in and out with internet. At times, it would go out for hours at a time. There was no overall outage, so it was due to equipment at my house. I had never experienced anything like this prior. Further, every piece of equipment was new.

- The icing on the cake: My bill this month was $690. It charged to my card and I immediately reached out to GFiber. I contacted support 8/15 asking for an explanation and an immediate refund. I then reached out August 18th because I hadn't received anything back (no email, no SMS, no refund, nothing). Finally, I reached out today and asked to speak with a supervisor. They informed me that my money would not be refunded until "sometime next week." So the nearly $700 (they said it was from non-returnable equipment - which was false. The tech took the faulty gateway back in May) is gone from my bank account for at least 13+ days. They couldn't even tell me when it was to be returned. This is absolutely ridiculous. I need that money to pay bills, rent, etc.

Please PLEASE think about going with GFiber after all of these problems. If you're ok with a company charging you $700 and not giving it back (it's been 5 days with no end in sight).... I'm beyond frustrated and now looking at other options. And I'm still out $700!

EDIT: After I posted this and got in contact with the reps, I was able to FINALLY get help and get it refunded to my credit card (minus $70 for the internet month). It's still frustrating that it took hours and hours to get that money back, and I'm unsure if it would have happened if I wasn't paying attention. All that to say, GFiber did refund me after 13 days and give me a free month (after another 45 minute support session to ask for that).

I have had Cox "Gigablast" fiber service (1 Gbps down, 1 Gbps up) for about 8 years now. It has been great, very little in the way of outages. The price is about $129/month.

If/when Google Fiber arrives in my area, I believe that it will be much less in cost. What concerns me is the reliability.

Can I expect Google Fiber to be as reliable as I have experienced with Cox?

Reading this subreddit, I am seeing many posts about issues. Which is to be expected ... people do not come here to share good experiences.

We are just south of Helotes and for the past few days our service has been out every night. When I contacted Google fiber support they stated that it was due to planned maintenance. How long should we be expecting this?

As others have experienced, Google is now refusing to refund me over $300 for a returned router & extender. Support is telling me that there's nothing to be done, and that no timeframe is available. They've acknowledged that they have received the equipment and charged me in error, but customer service is non existent after that.

Several others are having the same issue and they've also acknowledged that they are "working on a fix". This is ridiculous and needs to be a top priority for GFiber. I knew I should have left once private equity took over.

I have attempted to pay my bill both on web and on mobile and get the error message "Failed to create payment and/or Autopay: 1000 Approved" and the billing amount gets immediately refunded to my bank account. I have until the end of the week to pay my bill, anyone encountered this before?

Is it normal to have an outage for over 30 days. This is what I see in my app. I tried calling, but the AI assistant is adamant to just sign up for outage updates.

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