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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:



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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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This week, North Carolina students headed back to class, and their teachers were ready for them. Beyond arranging their rooms, hosting open houses and preparing lesson plans, teachers are seeking out the tech resources that will make their classroom an environment that is better able to equip students with 21st century skills.
Thanks to a partnership with the Kenan Fellows Program at North Carolina State University, two elementary school STEM educators spent this summer as interns at the Charlotte and Raleigh/Durham Google Fiber offices, experiencing what it’s like to  work at a tech company and taking new ideas and experiences back to the classroom.
Michelle McElhiney, a 5th grade teacher at Oakhurst STEAM Academy in Charlotte, and Amelia Robinson, 3rd-grade math teacher at Envision Science Academy serving students in Raleigh and Wake Forest, both dedicated their summer to this project.
Their efforts resulted in two extensive STEM-focused projects, featuring new career-connected curricula and "STEAM To-Go" mobile learning labs or kits. The STEAM To-Go labs pair technology resources like Chromebooks, Makey Makeys, and stop-motion animation tools with lesson ideas and online resources for use in public school classrooms. There are two different mobile lab options. Teachers can choose between "Circuitry and Music" and "Animation and Coding." Each kit comes with a teacher’s guide that helps the teacher get up to speed on the technology, offers links to online tools and apps, makes recommendations for how teachers can connect the projects to state-mandated outcomes and "literacy links" so that they can enhance the grade-level goals in their classroom.

These Google Fiber funded kits are available at no cost to elementary and middle school teachers at the STEM and STEAM academies in Charlotte Mecklenburg Schools starting in the fall of 2017. STEAM To-Go mobile labs, which include hardware and educator guides, can be borrowed by teachers for one week, allowing educators to integrate them into classroom activities, link them to literacy extensions and align them with grade level standards. The experiences are designed for kids who have little or no coding experience; educators can easily modify the program for students ranging from lower elementary to middle school.
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To launch this project, Google Fiber hosted a back to school reception earlier this month at our Charlotte Google Fiber Space for teachers at STEM elementary and middle schools. More than 60 educators and administrators attended to learn about the STEAM To-Go mobile labs, have fun with hands-on STEM activities and celebrate the start of another school year together.

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Stay tuned for more news about upcoming teacher leadership trainings in Raleigh and Durham.  Let’s start the school year full STEAM ahead!

Posted by Tia Bethea in Raleigh-Durham and Jess George in Charlotte, Google Fiber Community Impact Managers

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Like most of America, Google Fiber was totally fascinated by today’s total solar eclipse.

From coast to coast, we saw our offices and Fiber Spaces do something special to mark the moon’s path across the sun, whether heading outdoors to take it all in or sharing NASA’s live feed with our customers over Fiber’s superfast network in our Fiber spaces.

Two our Fiber Cities were in the “Path of Totality” -- in Nashville (100%), we marked the moment on the roof of our office -- with approved glasses and moon pies and, of course, Music City’s own eclipse playlist. Kansas City (100%) stayed on the ground floor, heading en masse to the City Market Total Eclipse Party together to check out the show.

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We didn’t let a smaller percentage of eclipse keep us from enjoying the unusual site, either. In Charlotte (98%), we hosted a party with all the appropriate accoutrement.

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And in Durham (92.6%), we also took to the roof with their glasses to see what we could see.


No matter where we watched, it was a pretty great show. Thanks, moon! Thanks, sun!

 Until next time. . . in 2024!

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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!

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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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Google Fiber’s community partnerships across the country are essential to maximize the potential of superfast Internet in the local communities we serve. These partnerships are the bedrock of Google Fiber’s approach to community impact programming and digital inclusion investments , and we want to share an update on our most recent efforts in our Fiber cities in the Southeast.
Today, in Huntsville, we announced three new community partnerships: first up, Rocket City’s inaugural Community Connection at the Harris Home for Children, a nonprofit organization that has been helping foster children and families in Huntsville since 1954. Kids at the center will now have access to free superfast Internet service in the recreation building where they’ll have an opportunity to discover, create, and dream about where their lives can go.
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And in the coming weeks, we’ll also connect Dr. Richard Showers Community Center and Girls, Inc. of Huntsville to superfast Internet, allowing them to better meet the needs of their constituencies and help them really take off.
Earlier this week, just a few hours north in Nashville, we celebrated the grand opening of a new computer lab with the Northwest Family YMCA in Music City. With 15 new computers, the lab will help local residents further their education and find better jobs, enable kids to communicate with teachers, and provide life enrichment resources for everyone in the area.
Additionally, we’ve partnered with the YMCA of Middle Tennessee to offer programs like Create Your World, which teaches kids how STEM and coding skills can be fun along with educational -- creating music and mini-films using stop motion animation. And we’re also offering programs with the YMCA that teach digital literacy and other online skills at different levels and for all different ages, including adults — everyone needs to be able to navigate the internet safely and to harness its power to reach their full potential.


And finally, in Atlanta, Google Fiber has teamed up with the Centers of Hope, an initiative launched by the City of Atlanta in 2013 to convert unused recreation centers to state-of-the-art learning facilities with both academic and recreational programs. We now have four labs up and running in Adamsville, Rosel Fann, Pittman and SouthBend.
Mayor Kasim Reed helped unveil the first center in May at Adamsville Center of Hope. The labs are equipped with new desktop computers, printers, Chromeboxes, and Google Cardboard, and lined with new furniture, artwork and murals. They’re used by kids for after school programming, including homework, coding classes and Boys & Girls Club activities. Plus, adults and seniors are using the labs and equipment for job search and digital literacy classes.


While the labs aren’t connected to Google Fiber yet, we hope to make them part of our Community Connections program as we bring service to more neighborhoods throughout Atlanta.
Digital inclusion has been central to the mission of Google FIber since our beginnings in Kansas City. As we’ve grown, we’ve learned important lessons from local leaders about how to tackle this issue in more meaningful and impactful ways, customized to the needs of our communities. We are proud to partner with the organizations and residents who are tirelessly working to make the community a better place, and we look for ways to support and amplify the work they do every day. We firmly expect great things from this next generation of innovators, developers, engineers, and entrepreneurs wherever they come from, including Huntsville, Nashville and Atlanta.

Posted by Daynise Joseph and Fabiola Charles Stokes, Community Impact Managers



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Today, Webpass announced that it's ready to move into Seattle, one Ethernet-wired building at a time.

The company has made great progress in the Emerald City, identifying the first building where it will provide high-speed Internet service, and hiring a General Manager to lead the local team.

Webpass will provide blazing-fast Internet (up to a gigabit per second!) to residential and business customers, starting with Fifteen Twenty-One Second Avenue, a 40-story tower located above Pike Place Market. They expect to add many more buildings throughout the city, and, starting today, residents of other apartment and condo buildings can reach out to express interest in bringing Webpass to their home.


Leading the Seattle team as General Manager is Craig Friedson, a 20-year Seattle resident and telecom and Internet industry professional for nearly 25 years. Craig’s industry expertise, combined with his local knowledge, will be a great asset to Webpass' new home office in Seattle.

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Webpass Seattle Launch Team
Customers can learn more here, or at 1-800-WEBPASS.

Posted by Charles Barr, founder, Webpass

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Huntsville — a.k.a. Rocket City — is truly a place on the rise. Nationally known for its strong science and technology presence, Huntsville is one of the fastest growing cities in the U.S. and quickly becoming a destination for diverse, creative and entrepreneurial minds. Today, we are proud to announce Google Fiber is officially lifting off in Rocket City.
As of this morning, customers in North Huntsville can sign up for Google Fiber’s superfast Internet, TV and phone service. Residents and small business owners in this part of the city now have access to Google Fiber’s superfast Internet.
We’re excited to bring our service to more and more Huntsvillians, so be sure to sign up at fiber.google.com/cities/huntsville/ to be among the first to receive updates and future announcements.
Residents in North Huntsville can now sign up for the Fiber 1000 + TV, Fiber 1000, Fiber 100 or Fiber 100 + TV. Customers can also add a Fiber Phone to any of these packages, providing a great voice experience with all of the features of Google Voice, including very low international calling rates.
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Huntsville just gets it. Mayor Battle and the city’s leadership understand what unlocking the true potential of the Web with fiber Internet can do for a city, its businesses and residents. As an enterprising city, Huntsville explored new ways to connect residents and small businesses and is building a municipal fiber network through Huntsville Utilities. Google Fiber is the city’s first tenant and will lease part of the network with a non-exclusive arrangement, which allows other providers to lease fiber from the city as well.
Across the country, there continues to be incredible demand for gigabit Internet. While we continue the process of building Google Fiber networks in cities like Kansas City, Austin, Nashville, and others, we’re always looking to new approaches to get people connected. Leasing  the infrastructure in Huntsville rather than building from scratch allows us to bring Google Fiber to even more people, and even faster.
Huntsville has a vibrant network of nonprofit and community organizations working to make the city a better place to work and live. We have been proud to work hand-in-hand with many of these organizations, such as the US Space and Rocket Center, to advance our priority areas of digital inclusion, STEM education, and supporting entrepreneurs and nonprofits.


We are excited to see North Huntsville be the first area to be connected with Google Fiber service, and to see the impact that ultra high-speed broadband can have on everything from economic growth to education to public services and more.
Gigabit speeds can be the foundation for continued innovation and growth for a city. We can’t wait to see what’s possible in Huntsville!

Posted by Caroline de Gantes, Head of Business Operations, Huntsville

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From the earliest days of Google Fiber through today, we’ve seen the transformational power of local partnerships and how access to super fast Internet - and all the tools that come with it - can drive progress in communities. From tech hubs and entrepreneurs, to low income families and seniors, those with access and training can leap over the digital divide.

Today, we’re excited to share an in-depth look at findings from our work in the community through our new Community Impact Report. This report looks at how, through collaboration with local partners and nonprofits, some of the communities in need of more internet access have had the opportunity to thrive in an increasingly digital world. The full report, with national and local data can be found here.

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Through a variety of efforts, including programs focused on science, math, engineering and digital literacy, we’ve experienced amazing progress toward digital equity. Together with our local partners, we’ve seen:

  • Over 1 million people reached through the work of Digital Inclusion Fellows
  • 206,000 Children and families served by STEM-focused programs supported by Google Fiber
  • 115,000 Hours of digital literacy training 
  • More than 1,910 Families living in public housing with access to no-cost Gigabit Internet
  • Over 200 Nonprofit partners and community organizations with free Gigabit Internet through our Community Connections program

None of this would be possible without our strong local collaborations with community programs, nonprofits and housing authorities. These community leaders are doing some great work to help bridge the digital divide in their own backyards.

For example, in Austin, together with the Housing Authority of the City of Austin (HACA) we connected three properties to Internet access at no cost. With that connection, HACA resident Christeen Weir graduated valedictorian of her high school and is now pursuing a biomedical engineering degree at UT-Austin. She credits the HACA and a Google Fiber connection with helping her achieve her dream to become the first person in her family to attend a 4-year college since she used it to help her research projects for school and fill out applications for scholarships.

In Charlotte, we opened up our Fiber Space and worked with local partner DigiBridge to host a Daddy Daughter Code-In. In a twist on the Father Daughter dance, we brought in local dads and daughters together with the purpose of getting more girls involved in STEM. Thirty father-daughter pairs built Lego robots, made binary code necklaces, and learned about 3D printing. Due to the popularity of the event, Google Fiber hosted a follow-up Daddy Daughter Code-In, serving over 100 parents and children over the course of both events.

Looking forward, our community impact work will continue to evolve as our business and technology does, and we’ll continue to focus on supporting high quality Internet and digital literacy programming for those who can benefit the most. With up to a gigabit connection, and local educational support, the possibilities go far beyond the bare minimum. Individuals will be able to get online to finish homework, find jobs, apply for college, and truly get connected.

 Posted by Tia Bethea, Community Impact Manager, The Triangle

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If you’ve ever tried to make a call in a hotel or at a conference, only to realize there is no connectivity, or it is too slow to use, you understand the importance of having high capacity wireless networks. We have been working with operators and hardware manufacturers towards a radically new spectrum sharing technique to make bandwidth readily abundant and accessible in the U.S.

The shared spectrum approach is being applied to the Citizens Broadband Radio Service (CBRS) band (3.55GHz-3.7GHz). CBRS will allow large venues such as enterprises, concert halls, sports arenas, theme parks, shopping malls — and yes even hotels and conference centers — to easily deploy private, wireless LTE networks without spending billions to lease spectrum. This will enable more innovation in wireless applications and products going forward.

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There are three requirements for the CBRS band to be ready for prime time: (1) a Spectrum Access System (SAS), as mandated by the FCC to manage spectrum sharing; (2) a robust hardware ecosystem; and (3) the deployment of wireless networks. Today, we’ve hit major milestones in the first two requirements: we’ve completed an end-to-end test of consumer devices connecting to CBRS base stations, and formed a trusted tester program to ensure interoperability between CBRS base stations and the Access SAS.

The availability of CBRS consumer devices isn’t so far off. In fact, we’ve demonstrated two device firsts in the band by showing end-to-end operation of phones using Qualcomm (Snapdragon X20 Gigabit LTE modem) and Spreadtrum SOC chipsets, as well as MiFi devices from Juni/Infomark. This is a major milestone for the CBRS band. While it will take time for CBRS phones to be pervasive in the market, MiFi devices provide an excellent bridge in the near term.

On the network hardware side of things, we are introducing the Trusted Tester Citizens Broadband Radio Service Device (CBSD) Program. Trusted testers can now sign up to run a series of self-service tests to ensure their base station equipment works with the Access SAS. The Access SAS communicates to these radios and provisions spectrum in the band in accordance with FCC regulations, and ultimately makes sure that the spectrum gets used fairly and efficiently. Our first batch of successful pre-testers include Nokia, Juni, ZTE, Sercomm, Ericsson, and Ruckus Wireless, representing a diverse group of manufacturers, with experience spanning from small cells to macro cells, as well as indoor and outdoor use cases. SAS certification is expected to happen this year, so we are building the foundation for  a functioning and collaborative environment now.

We’ll continue to work with industry leaders and new participants to realize the promise of shared spectrum, which we believe is the key to abundant and low cost wireless. The industry is ready for private LTE deployments, and this year has set the foundation for this, and future innovation.

See you at Mobile World Congress!



 Posted by Mathew Varghese, Product Lead for Mobility

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