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Google Fiber receives plenty of complaints

Complaints Against Google Fiber

If you have tried to fix your speed, equipment, or billing problem with customer service without success, we are here to help you get results for your complaint.

Were you excited to get Google Fiber in your home only to find them Internet speed is much slower than advertised?  Are you frustrated with frequent outages or equipment that has never worked? Is customer service less than helpful when you call about your Google Fiber problem?

Google Fiber offers high-speed internet, cable, and phone service to select markets throughout the United States.  Through its use of fiber, Google Fiber advertises that it can reach speeds of up to 1,000 Mbps. Yet, many customers complain about the subpar service and significantly slower speeds they receive from Google Fiber. The company’s service ranks a 2/5 on Consumer Affairs and, since it is only available in a few select cities, its reasonable prices isn’t accessible to everyone.

If you have an issue with Google Fiber that you just can’t get resolved, you aren’t alone. The top complaints that customers have with Google Fiber service include the following publicized cases:

  1. Lower speeds than advertised
  2. Frequent outages
  3. Billing errors

Lower Speeds than Advertised

Google Fiber advertises high-speed internet that can reach up to 1,000 Mbps.  However, customers report they experienced significantly slower speeds than what the company advertised.   Typical download speeds range from 120 Mbps to 350 Mbps, which is far less than 1,000 Mbps. Customers frequently report slower speeds in the afternoon and evenings.  When customers contact a service representative for help, the rep typically is unable to diagnose or fix the problem.

Customers also express frustration with service calls.  Their service calls are either cancelled or never found a spot on a Google Fiber service schedule.  Technicians are rarely able to fix problems and may suggest that customers purchase multiple costly modems to help increase Internet speed.

Frequent outages

A common grievance concerns the frequent service outages experienced by customers.  Although some outages last only a few minutes, other customers report being without service for several days.  When they contact technical support for help, it can be days before a technician repairs the connection.

Billing errors

Customers report a myriad of issues with billing.  Some of the most common include:

  • Those who cancel their service are charged through the end of the billing cycle. This is frustrating for many as the Google Fiber website claims you can cancel at any time.  In some cases, customers continued to be charged for equipment even after they returned it.
  • Customers also report they have experienced a discrepancy between the amount that they authorize when making a payment online and the amount that is actually deducted from their account.
  • They have also reported duplicate charges being deducted from their bank account or credit card.  When they have called for a refund, they are advised by customer service that refunds are not issued and they must apply this toward the following month’s payment.  For some people, the duplicate payments caused them to overdraw their bank account and incur overdraft fees.
  • Some customers claim that Google Fiber takes the payment from their secondary method of payment, instead of the primary form of payment without explanation.

In general, customers report bad experiences with service agents when they call Google Fiber.

If you have a problem with Google Fiber and can’t get a problem fixed when you call customer service or technical support, we may be able to help you.  FairShake works with customers that can’t resolve the issues they have with Google Fiber. If you were charged for service that you didn’t receive or have experienced billing issues that you can’t resolve, find out how FairShake can help you.

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