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Google Fiber is proud to announce Melani Griffith as the company’s first-ever Chief Growth Officer (CGO). In this role, Melani will continue to set the course for GFiber’s continued customer growth, overseeing the entire customer lifespan from brand and marketing, sales, digital, customer service, and public relations.


Melani’s strategic leadership and customer advocacy set the stage for GFiber to be one of the most awarded internet companies ever — most recently from JD Power as the top internet service provider in the South Region, with a score of 839, which significantly outperformed any other company in any region in the survey. As Vice President of Customer Engagement, her organization has more than doubled our customer base over the past five years, and established a standard for customer service that is unparalleled in our industry.

As CGO, Melani will continue to lead this charge for GFiber, reshaping the customer experience to provide truly differentiated services that make it easier for them on every front. These efforts include innovative self-driven, real time options; AI integration for more personalized interactions; an upgraded, engaging app experience; and continued focus on the human side of the customer service experience as well. GFiber doesn’t want our customers to ever HAVE to call us, but when they do we want to make sure that it’s notably easy and seamless. This will continue to drive our approach to customer engagement under Melani’s ongoing leadership.
Melani and her leadership team

Melani has over three decades of experience in the telecommunications industry, serving in senior leadership positions at Rogers Communications, Time Warner, Insight Communications, and AMC Networks among others, in a number of different departments including sales, marketing, and content acquisition. She has served on the board for CTAM (Cable & Telecommunications Association for Marketing) and the national board of directors for Women in Cable Telecommunications (WICT). 

“Our goal at GFiber is to redefine customer experience — providing customers with service that’s not just different but unparalleled,” said Dinni Jain, CEO. “Melani is exactly the right leader to bring that vision to life. Her pursuit of operational excellence is matched only by her dedication to our customers. It’s that tenacity that will lead to the type of operational excellence and continuous improvement that our customers should expect from us.”

Posted by the GFiber Team
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Google Fiber is proud to announce Rocco Laurenzano as Chief Operating Officer. In his five and a half years with GFiber, Rocco’s leadership has been instrumental in establishing the operational excellence that has set the stage for our current expansion and growth. Rocco has been serving in the role unofficially for some time now. In his role as Vice President of Operations, he was already overseeing expansion, build, customer operations, and project management.


The results of these efforts have fueled GFiber’s incredible growth over the past few years — creating a construction organization that has almost tripled build volume over the last four years and increased our service footprint by almost 2x over the same period. A key architect of the company’s expansion strategy, Rocco has led our expansion to new states and more fully building out our existing cities. He’ll continue to lead all of these efforts in his new role as COO.

Prior to joining GFiber, Rocco served in senior operations leadership roles at Altice USA, Time Warner Cable, Charter Communications, and Insight Communications. 

Rocco with his leadership team

“I’ve had the privilege and pleasure of working with Rocco over many years and in many capacities,” said Dinni Jain, CEO. “What he brings to any team is operational excellence, balanced with a clear appreciation for the people he works with, and the understanding of how to create a culture of accountability and constant improvement with a strong foundation of trust. This is truly a case of the right leader at the right time for a company.”

Posted by the GFiber Team

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Google Fiber was founded on the idea that everyone should have access to Gigabit internet and that it should be priced accordingly. In 2010, this was a pretty audacious idea and GFiber played a leading role in making that idea mainstream. 

But when we slowed down our expansion, our pace of product innovation slowed down too. In the last three years, we’ve made tremendous strides, upgrading our products, services and network. We’ve focused on not just keeping up, but going beyond — being one of the first to offer 2 Gig, to roll out Wi-Fi 6 and whole home Wi-Fi 6E, to bring 5 Gig and 8 Gig to whole cities at affordable rates, and to offer 20 Gig in a home setting.  And we don’t intend to stop any time soon.

While the last few years were productive, we’ve been asking some fundamental questions about where the internet industry needs to go next:   

What if we are just scratching the surface? Is 100G really fast enough for what the future demands? Are we positioned to deliver a world of connectivity powered by cloud applications, AI and even someday quantum computing services? Have we developed advanced network services that can deliver the best content experience for customers today?  And what if we invest in infrastructure and services that can lead to groundbreaking evolution for education and commercial applications that can fuel the US economy and provide economic opportunities for all?

Asking audacious questions got us to this point, and we aren’t stopping now.  That’s where GFiber Labs comes in — asking the next generation of hard, exciting questions to bring a new level of innovation to our industry.


GFiber Labs will serve as an innovation hub dedicated to exploring what’s possible for the internet —  major efforts focused on speed to the home and speed in the home are already underway, paving the way for a whole new internet experience for customers that will touch every part of our business. 

And we won’t just be doing this by ourselves. We’ll collaborate with other companies working to push the internet forward. This isn’t about a single ISP — the entire internet ecosystem — from those working on deployment to those working on content and everyone in between has a role to play in getting us to next.

So what kind of challenge are we talking about? When it comes to the Internet, we’re setting no limits. Let’s push speed to the home and in the home to 100 Gig and beyond, using Wi-Fi 7 and 8 to make home networks truly multi-gig. Let’s reimagine what’s possible with advanced content becoming commonplace (3D, Augmented VR, 16K video and beyond).  Let’s create a network that can self heal in real time. Let’s offer bespoke customer experience, designed for and by our customers, at scale. Let’s use technologies like photonics, millimeter wave wireless, and others to bring high quality internet to more people, in more places at even faster speeds. And just as importantly, let’s drive digital equity and make Gigabit internet the baseline of service in the US.

We have so much to do. As an industry, we need to kick innovation into high gear. We should be trying new things faster, finding out what works in the real world. GFiber Labs will do this by bringing these emerging technologies to early adopters. We’re actually already doing this — we rolled out 20 Gig to UMKC late last year, and we’re testing it with consumers today.  These projects fall under GFiber Labs, and they are just the beginning. 

We love what we do, and we believe in what we do. We are playing for the right things - bringing the full potential of the Internet to consumers to improve their lives.  This is an incredible privilege and a huge responsibility. We won’t always get it right, and we definitely won’t do it alone. But with our learnings from GFiber Labs, we can build the foundation for the Internet of today, and tomorrow. So stay tuned — much, much more to come here.

Posted by John Keib, Vice President, Technology, Operations, and Product

[Editor’s note, you might have noticed it’s GFiber Labs - not Google Fiber Labs. Over the past year, we’ve been incorporating the use of GFiber into our company branding and communications. It’s a nickname we’ve used informally both internally and externally, and allows us flexibility to incorporate more of our work, from GFiber Webpass to GFiber Labs, under one umbrella.]

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Bringing high quality internet to the masses doesn’t happen without incredible partners. Our team of suppliers provide us with everything from technical operations to on-site catering to marketing services and far beyond. Simply put: We couldn’t do what we do without them.

Is your company interested in becoming a supplier for Google Fiber? 

As our network expands across the country, we continue to look for top-tier suppliers to help us grow. Check out our Supplier Registration page for more information about the kinds of suppliers we work with and how to join their ranks.

Posted by Nolan Klenow, Category Manager

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If you’ve been following Google Fiber, you know we’ve been pretty busy lately.

We’ve been steadily building out our network in all of our cities and surrounding regions, from North Carolina to Utah. We’re connecting customers in West Des Moines - making Iowa our first new state in five years - and will soon start construction in neighboring Des Moines. And of course, we recently announced that we’ll build a network in Mesa, Arizona.

And that's just the stuff we've been talking about. For the past several years, we’ve been even busier behind the scenes, focusing on our vision of providing the best possible gigabit internet service to our customers through relentless refinements to our service delivery and products.

At no time in Google Fiber’s history has that ever been more important than today. We’re living in a world that has finally caught up to the idea that high-speed, reliable internet — at gigabit speeds — is no longer a bold idea or a “nice to have.” The experience of the last couple of years has certainly taught us that.

As communities across the country look to expand access to gigabit internet, I’m happy to say that we’re ready to grow alongside them. Our team has spent many months traveling across the country, having conversations with cities looking for the best way to get better internet to their residents and business owners as quickly as possible.

So, yeah, it’s about to get even busier at Google Fiber. We’re talking to city leaders in the following states, with the objective of bringing Google Fiber’s fiber-to-the-home service to their communities:

These states will be the main focus for our growth for the next several years, along with continued expansion in our current metro areas.

In addition, we'd also love to talk to communities that want to build their own fiber networks. We’ve seen this model work effectively in Huntsville and in West Des Moines, and we’ll continue to look for ways to support similar efforts.

We're thrilled to be expanding our geographic reach once again — bringing better internet to more people in more places. Stay tuned in the coming months as we fill in this picture with more details about our new cities, even faster speeds and redefined customer service.

Posted by Dinni Jain, CEO

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Welcome to Connect! The official Google Fiber blog has a new look, but remains the place to get the latest news and information on what’s happening with Google Fiber and our products, meet our team, and get an inside look at each of our cities, along with anything else in the GFiber-sphere.

Connect is what we do in the real world — bringing fast, reliable internet to more people and businesses in our communities every day, so we thought it was a fitting title for how we tell our stories online. We hope you’ll check in regularly and you can also follow us on Twitter, Facebook, LinkedIn and Instagram for updates. 

Posted by Sunny Gettinger, Head of External Communications 

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2021 is coming to a close, and what a year it has been. 

As the pandemic has continued to shape what normal looks like and we all figure out how to work, learn, connect, and be in the world now, quality internet and ensuring access for more people has become a central focus not just for Google Fiber, but for many of our communities across the country. That’s a huge opportunity and responsibility for us and we’re working to make 2022 and beyond even more connected.

Taking it farther faster

In 2021, we built to more households than in any other year. Many of the communities we announced this year around the country already have service, including South Salt Lake, Holladay, Taylorsville, Millcreek and North Salt Lake in Utah; Concord and Matthews in North Carolina; and Leon Valley in Texas. 

While we still have a lot of work to do in many of our communities to bring access to as many people as possible, we continue to make our build processes more efficient and less disruptive. This will be a focus area for our teams across the country leading into 2022, as we expect to expand even more next year.

More internet for everything

In 2021, the rollout of our new 2 Gig service demonstrated just how much demand for internet had increased. It wasn’t just those working at home and gamers opting to up to double their download speeds (although they liked it, too!), we saw households of all varieties taking advantage of the opportunity to get more out of their internet. 

With increased demand across all our products, we worked to ensure our network was there when our customers needed it, increasing capacity across all points of the network right up to improving the in-home Wi-Fi experience. In 2022, we’ll continue to work to make our customers’ fast, reliable internet even better.

Helping communities thrive

While a lot of great things happened in 2021, the pandemic continued to pose challenges for many of our customers and our cities. With the internet’s increasingly central role in our daily lives, we saw many more organizations stepping into digital equity work. To meet that demand, we expanded our partnership with NTEN to support 11 fellows in eight Google Fiber cities. We’ve continued to work with partners across the country to help more people access the internet and develop the skills to take advantage of online opportunities. 

This year, thousands of people participated in Google Fiber-funded programs in our communities through over 170 different local organizations across the country, from trainings to device distributions to STEM events. 

We also provided gigabit internet at no cost to more than 440 organizations this year to allow them to meet the needs of their clients and their work in the community through our Community Connections program, and provided gigabit internet at no cost to over 3,500 households through the Gigabit Community program. 

Growing the Google Fiber team

This year, we’ve grown both our central and our local city teams to help keep up with our expanded efforts across the country. We recently launched a new Google Fiber careers site to help candidates find us, and we’re still hiring! We have hundreds of open roles, so if all this sounds like an interesting, rewarding way to make a difference, then maybe you should join us. One thing is certain, 2022 is not going to be dull around here. 

Posted by the Google Fiber Team

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Google Fiber is launching a new careers site ( to make it easier for candidates to find the right role and to provide more information about what it’s like working here. Browse the latest job listings for both local and remote roles, along with information about our workplace culture and perspectives from our employees

Finding the right people is one of the most important tasks any company takes on, and that’s true at Google Fiber. We’re committed to ensuring we can provide our customers with an incredible product paired with exceptional service, and having a great team is essential to doing that. And it doesn’t hurt that we like each other quite a bit, too. But don’t take our word for it, check out the video below to hear from team members across the country about what makes Google Fiber the right place for them (and potentially for you, too!)

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To do everything you need to do - working, learning, staying healthy, having entertainment options, finding jobs, starting businesses, doing business, creating communities, connecting to loved ones - you don’t just need internet, you need fast internet. You need enough internet for everyone in your home. And internet that’s open, without data caps or hidden fees. And you need all of that internet at a fair price.

At Google Fiber and Google Fiber Webpass, we believe that everyone, in every community — big, small, urban, rural, and everywhere in between — deserves access to internet that’s fast, reliable, fairly priced, and open.

Since our start in 2011 in Kansas City, that’s been our goal. We know we can’t do it alone, no one company, organization, or type of network can or ever will. But we know that there are lots of companies, organizations, and cities working to make this vision a reality across our country. And we believe that if we work together, we can make faster, better internet happen for more people. 

In the last few years, we’ve worked to live up to this vision for better internet in more places: raising the bar for customer service, strengthening networks, improving equipment and experience, building for the future, expanding in the cities we’re in, and working with cities in new ways to expand.

We‘ve got a long way to go. We’re humbled by the recognition we’ve received over the past year for speed and for customer service and satisfaction. But we’re still working on making our customers even happier, reaching more people, making our products easier, better, and faster, and finding new ways to keep moving towards what we believe internet access should be.

And we’re working on new ways to tell our story. If you’re in a city served by Google Fiber and/or Google Fiber Webpass, you also might notice that we’re telling our story in ads, in mailers, and with local internet reps in Google Fiber spaces and in your neighborhood.

A small part of that storytelling is a new icon for Google Fiber and Google Fiber Webpass.

As the design team at Google’s Brand Studio explained, “The icon represents two key concepts, core to Google Fiber’s mission. The first is that of a catalyst. The dynamic shape upon which the icon is built inspires a feeling of movement in its upward arcing motion. The second concept is scalable impact, represented through its modular pattern. This new icon acts as the cornerstone upon which the brand is built, signaling the ambition to galvanize and uplift communities: from the single family home or small business, through to an entire city”  

The shapes can represent being fast, fairly priced, reliable, and open — critical pieces of our mission. Or they could be communities of all shapes and sizes: big, small, urban, rural.  Or all of the different things you do with your internet.  Or how your internet throughput is divvied up across everything you and your household is doing - not just fast internet for a single fast connection.  Or even how it’s going to take all of us, coming together, to make sure everyone has access to the fast, reliable internet we think everyone deserves.  Or, maybe it’s just a fun, colorful shape. 

In any case, we hope you like it. And, even more, we hope that, whether it’s in an ad, on social media, in our app, or anywhere else you see it, you know it’s Google Fiber, and that there’s more of our story on its way.

Posted by Amanda Peterson, Head of Brand and Product Marketing


author: Amanda Peterson

title: Head of Brand and Product Marketing

category: company_news

imagealign: 0 0

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People need faster, more reliable internet, but they also need faster, reliable customer service. At Google Fiber, we see customer service as an integral part of what we offer when customers buy internet service from us. We listen to our customers and we respect your time — we know in a perfect world you’d never have to think about your internet, so we want to make sure that when you do have to reach out to us, the experience is as painless, and, perhaps even as pleasant, as possible.

Changing how customers engage with an internet company goes hand in hand with increasing speeds for us. From install appointments, rather than windows (with a 95% on time rate that we’re working to improve even more), to real people answering our phone lines to easy-to-understand bills, we’re focused on reducing friction for customers at every point in the process. Our agents pick up the phone fast (30 seconds or less is our goal — last week we were at  just over 10 seconds), with no scripts, rather than an endless stream of robots.  

Our automated processes also focus on making our customers’ lives easier. No one likes bills, but you should be able to understand what you are paying for with no mysterious fees or extra charges. And when things do go wrong, we try to help set it right, like by proactively crediting our customers if there’s an outage — you don’t even have to call to report it.

This was where we started, but we’re never satisfied with the status quo when it comes to our customers. We know we need to keep evolving and improving to ensure our customers always receive the best internet and customer service out there. We’re working to improve our customer experience on all fronts. When you need us, we’re making it easier for you to contact us; and when you’re comfortable troubleshooting for yourself, we’re making it easier for you to do it.

And we’re proud that our customers seem to appreciate these efforts. In 2020, our customers ranked us #1 in the American Customer Satisfaction Index (ACSI) for internet providers in a number of categories, from Call Center Satisfaction to Ease of Understanding Billing, and also rated us tops in the PCMag Readers Choice Winner in 2020, stating “what Google Fiber offers is absolutely the very best an ISP can do.”

But we know we can do even better, so keep expecting more from us. The past few years have been a journey for Google Fiber. We’ve focused on what we are truly great at — providing great internet speeds at great prices while helping our customers find better TV options. We’re helping customers get started with video streaming services from multiple popular providers. And we’re launching in new cities in different ways.  But no matter what’s next for Google Fiber, our customers will be at the center of it.

Posted by Catherine Duncan, Head of Service as a Product


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Like you, the Google Fiber team has become increasingly dependent on our internet connections for daily life. We’re working from home, teaching our kids, staying in touch with our friends and families, ordering meals and groceries, gaming, streaming, and trying to stay fit, centered and up-to-date on what’s happening inside our homes and outside our front doors  almost all of which needs the internet. 

So, we checked in with the Google Fiber team across the country to see how they’re putting their internet to use these days:

Since our beginning, Google Fiber has worked to connect more people to great internet. We’ve never been more committed to that mission. We’ll keep working toward that goal, because we know you’ve got a lot happening on the internet.

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This post was updated on March 17, 2020 with links to information on how Google Fiber is supporting the FCC’s Keep America Connected pledge. You can also find that information here.

There’s a lot going on in the world right now, and many more questions than answers. Things are uncertain, and moving so quickly that it’s hard to keep track.

At Google Fiber, we don’t have the answers to the big questions facing us. But we know that a lot of experts are working to find them, and we’re thankful to the scientists, doctors and nurses, public health experts, government officials and nonprofit organizations working day and night to address the global pandemic of COVID-19.

We also know this: in times like this, connections matter. Possibly — probably — more than at any other time. We believe internet service is always critical to people and communities. In times of crisis, internet service is an even more critical lifeline.

We also feel a deep responsibility to do whatever we can to help flatten the curve and slow the spread of COVID-19 in our Fiber communities. So, we’re closing our Fiber retail spaces and discontinuing outbound sales processes until this crisis abates. We’ll continue to install service for new customers as long as it’s safe and we’re able to do so, and we’ll do everything we can to repair and maintain our network for customers who are relying on it, and on us.

We’ve never had data caps or late fees, and we’ve committed to making sure anyone who is financially impacted by the ongoing coronavirus outbreak will be able to continue their Google Fiber service during this difficult time.

Other internet service providers have also taken steps to extend a hand to their customers at this time, and we thank them for those decisions. We’re all in this together.

All of us must stay connected to information about our countries and communities. To expert advice. To our employers and educational institutions. To telehealth networks to take care of ourselves and relieve the burden on physical clinics and hospitals. And to entertainment to make a tense time more bearable.

And, of course and as always, to each other.

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Twas the night before Christmas (and Hanukkah and Kwanzaa) in every house,
Not a creature was scrolling on trackpad or mouse.
The router was blinking with lights all in green,
With hope that movies would soon be on multiple screens.
The gamers and streamers were snug in their beds,
While visions of unlimited data ran through their heads.

And Google Fiber in 11 cities and Webpass in nine,
Had customer service reps waiting online.
And throughout the Internet on sites far and wide,
New posts, videos, and tweets were populating across the divide. 
And before the calendar rolls to a new decade
There are tons of new multiplayer games to be played.

And gifts of all sizes that use your wifi (phones, computers, and TVs in 4k) 
Want the experience of a gig, and the speed it provides:
Uploads, downloads, an AR sleigh ride
Or something more practical, like video chat
With nary a glitch — how about that?

So before you power down for the rest of the night,
Check your passwords once more and log off every site.
Google Fiber wishes you some much needed holiday cheer,
And a wonderful, very connected, and truly fast new year!

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Hey, did you hear Google Fiber won the Gold Stevie Award for Customer Service Department of the Year in Telecommunications for the second year in a row? We are pretty proud to be able to serve our customers, so you might have heard it if you stopped by a Fiber Space to ask a question, catch a movie or grab a cup of coffee.

Or perhaps one of our call center reps in Austin or Boise mentioned it to you or maybe your Google Fiber technician showed you this video of the ceremony while testing your Fiber connection.

Okay maybe not, but even if this is the first time you’re even learning about the existence of Stevie Awards for Customer Service, I hope that you have felt our passion to transform what’s expected of customer support in this industry.  

We love our customers and want to make them happy. So if you want to get in touch with us -- for any reason -- let us know!  We’ll keep working to get better -- because while Gold is the best Stevie you can receive, we know there is always room to improve.  

Posted by Nodas Papadimitriou, Customer Happiness Program Manager

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We’re excited to announce that Access has a new leader to move the Google Fiber and Webpass businesses forward.

Dinesh (Dinni) Jain, an accomplished veteran of the U.S. and European cable and telecommunications industries — most recently as Chief Operating Officer at Time Warner Cable — starts as CEO of Access today.

He will lead Access and its team, which includes employees at our headquarters in California and in the nearly 20 markets across the country where Google Fiber and Webpass have ongoing operations.

Welcome to the Access family, Dinni!

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It's National Customer Service week. With that, we wanted to say a big thank you to our customers for choosing Google Fiber as your Internet service provider.

We believe there’s a better way to provide service in this industry. Every day, we receive feedback from you telling us what you love and what we can do better. This is an invaluable part of our growth as a business. We aim to do more of what you love (like offering installation appointments, not windows and cleaning up after ourselves when we visit your home) and continue to improve in the areas that you don’t (like repairing damages caused during construction).  If you’ve got something you want to share with us, we hope you won’t hesitate to reach out.  

The customer service and support we provide each day is a team effort. Happy Customer Service week to all our frontline agents in our Fiber Spaces, to our online and phone agents in our contact centers, and to our technicians in the field in each Google Fiber city! Thank you for the work that you do, for the professionalism you show every day and for giving our customers the service they deserve. We appreciate it every day, not just this week.

Posted by Caroline Dowling, Google Fiber Customer Service Director

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A little over five years ago, Google Fiber fiber launched a different kind of internet and TV service to the first single family home in Kansas City. Pretty soon after that, we heard from apartments and condos interested in partnering with Google Fiber to bring superfast internet and TV to their residents. To make this happen, we’ve worked closely with national and local real estate developers, property managers, and condo boards to bring Google Fiber to multi-family communities across the United States.

Today, we’re excited to report that we have activated Google Fiber service in over 3,000 multi-family communities across our Fiber cities, plus an additional 300 Community Connections, which, in partnership with local nonprofit organizations, provide Internet access and digital literacy tools to digitally divided communities.

We didn’t do this alone -- our real estate and organizational partners made this a reality for their residents. It’s a collaborative effort -- working with each property, we identify the best way to serve their residents from the beginning of construction to installation and our ongoing service. Each project is unique. We start with the design process and continue to ensure that managers can use Google Fiber as a way to differentiate their property to prospective residents. Google Fiber has brought thousands of eyes to real estate partner websites, and we’ve been lucky enough to be the chosen provider for internet for thousands of their residents.

Building on these partnerships, we’ve recently expanded our commitment to become a technology partner by launching the Google Hardware Program. This program is designed to help properties capitalize on the smart home ecosystem by offering preferred pricing on Google Home, Nest Thermostats, and other devices. It’s still early, but we are very excited to help real estate partners explore the future of the “connected home” in apartments and condos.

And we're lucky to work with some incredible partners across our markets:


Sound like something you might want to check out? If you are looking for a place to live with Google Fiber, check out the Google Fiber Apartment Finder to find a property in your area. If you are a developer who would be interested in becoming a Google Fiber partner, please tell us more about your property here, and a member of our team will reach out to you.

Thanks to all our real estate partners across all of our Fiber cities — we look forward to bringing superfast Internet to more buildings and their residents!

Posted by Lee Bienstock, Head of Partnerships

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We take customer service quite seriously around here. In fact, to ensure that we hear your feedback and deliver the service you deserve, we collect survey responses for every interaction with our customers across all Fiber markets — whether you’ve had a visit from one of our installers or needed a repair in your home, or you hit us up on the phone, online, or even through Twitter or Facebook.

So we’re really excited today to celebrate our one millionth satisfied customer survey response!


Over the past five years, we’ve been so lucky to be able to provide superfast Internet to incredible people across each of our markets. What you think really matters to us (in fact, it’s one of our central values), whether we’re doing well or have some things we need to improve.

We appreciate and use that feedback to get better. Thank you to the many of you who told us about your experience.  Here are a few of our favorite customer responses that have their own take on a million:

I had about 23 million questions, and [my agent] helped answer all of them. I actually had FUN talking to a customer service representative for once in my life! (Kansas City, KS)

I was a little bit freaking out because a technician was at my apartment installing the unit while I was at work and everything was just a mess. But the agent was very patient with me and even though we ran into a million other technical issues, helped so much. Gold star for customer service, today! (Provo, UT)

It was quick and easy. I was very very impressed and I have loved the quality of my product. I would definitely recommend google fiber a million times over again! (Kansas City, KS)

This is just the beginning — we’ll keep working to improve because the most important number in 1,000,000 is 1. We focus on the individual, and we know that we’re only as good as our next interaction with you. And while we hope you won’t need us, know that if you do, we’re here for you. We want to make sure that you are satisfied customer 1,000,001.

Posted by Leanna Moskowitz, Customer Service Experience Program Manager

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When you go to the Google Fiber map today, you will notice it has a new hue: Webpass green.
Since we announced that Webpass is part of the Google Fiber family last year, we’ve been working together in the cities both Webpass and Google Fiber share: Chicago, San Diego and San Francisco. Webpass has been offering superfast Internet service — up to a gigabit per second — in these cities for some time, and has the full support of Google Fiber to continue doing so going forward.

Customers in six metro areas — now marked by a green pin — may be eligible to use Webpass if their building has at least 10 units, and is wired with Ethernet cabling. Copper Ethernet wiring can allow for blazing gigabit speeds, making them an affordable alternative for building owners to install vs. coaxial cable or even fiber. Check with your landlord or property manager to see if you’re eligible to get up and surf with Webpass today.

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Five years after announcing we’d bring Google Fiber to Kansas City, our vision remains: to connect more people to superfast and abundant Internet. At that time, Gigabit residential speeds were unheard of, built-from-the-ground-up Fiberhood designs and builds were as yet unproven, and a great customer experience simply didn’t exist. Since then, we have reshaped the landscape — these innovations are becoming more commonplace (which we all can agree is great for everyone, particularly for consumers!).

And thanks to the hard work of everyone on the Access team, our business is solid: our subscriber base and revenue are growing quickly, and we expect that growth to continue. I am extremely proud of what we’ve built together in five short years.

Now, just as any competitive business must, we have to continue not only to grow, but also stay ahead of the curve — pushing the boundaries of technology, business, and policy — to remain a leader in delivering superfast Internet. We have refined our plan going forward to achieve these objectives. It entails us making changes to focus our business and product strategy. Importantly, the plan enhances our focus on new technology and deployment methods to make superfast Internet more abundant than it is today.

These changes to our business and technology will have some immediate implications. Some of our efforts will remain unchanged, but others will be impacted. In terms of our existing footprint, in the cities where we’ve launched or are under construction, our work will continue. For most of our “potential Fiber cities” — those where we’ve been in exploratory discussions — we’re going to pause our operations and offices while we refine our approaches. We’re ever grateful to these cities for their ongoing partnership and patience, and we’re confident we’ll have an opportunity to resume our partnership discussions once we’ve advanced our technologies and solutions. In this handful of cities that are still in an exploratory stage, and in certain related areas of our supporting operations, we’ll be reducing our employee base.

As for me personally, it’s been quite a journey over the past few years, taking a broad-based set of projects and initiatives and growing a focused business that is on a strong trajectory. And I’ve decided this is the right juncture to step aside from my CEO role. Larry has asked me to continue as an advisor, so I’ll still be around.

I am humbled by our growth and progress across Access today, and I’m so grateful to have been part of such an extraordinary bet. And as we continue this bet, I remain confident that the future will hold a much more connected society and abundant access for all. Let’s keep doing our part to make it so!

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