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Frequently asked questions for

What is Google Fiber offering?

Google Fiber is offering an Internet connection with speeds up to 1,000 megabits per second. We also offer TV plans that include 220+ channels and an HD DVR that records 8 shows at once. And you can add home phone service to any of our plans for $10/month (plus taxes and fees).

What is a gigabit?

One gigabit per second (Gbps) is a 1,000 megabits per second (Mbps) connection. With Fiber 1000, you’ll get Internet speeds up to 1 Gbps. That means enough Internet for everyone in your home—and their devices. Everyone at home can have a super fast connection on their computers, smartphones, tablets, and more—at the same time.

Why do faster Internet speeds matter?

Faster Internet speeds will help revolutionize the web in new ways. Imagine chatting with your doctors or teachers via HD video conference, or collaborating on a work or school project with contributors across the globe in real time. Imagine new online billing applications that don’t freeze. Or automatically saving all of your work to the cloud in a blink of an eye—and not having to worry about losing files in a computer crash. Faster speeds mean more possibilities.

Is there a local location for customer support?

Yes. If you’d like to talk with someone in person, we’d love for you to visit the Fiber Space and speak to our Google Fiber team members.

You can also get in touch with us anytime via email or chat, or by calling us at (844) 36-FIBER.

What is the Fiber Space?

The Fiber Space is our home in each of our cities where you can experience Fiber for yourself, ask us all your questions, and sign up. We also host fun events and workshops so you can learn more about super fast Internet. To find the nearest Fiber Space, click here.

How do I get Fiber service for my home?

Creating a brand-new fiber network takes time, so we build in phases. Austin is grouped into small communities we call fiberhoods. For residents in single family homes, sign-ups are open for a limited time. That way we can lay our fiber to multiple homes in the same neighborhood. Once sign-ups open in your fiberhood, you can check your address. to pick your plan and sign up for service. Please note that you can only sign up during your fiberhood’s open sign-up window. Once the window closes, we’ll need to move on to other parts of the city. Getting Fiber in apartments and condos works a little differently. Once your building is installed with Fiber, you can sign up at any time. To see if Fiber is available in your building, or if it’s on track to get Fiber, check our Apartment Finder.

When can I sign up for Google Fiber?

Check your address to see if your home can sign up for Fiber. If Fiber isn’t available in your area yet, enter your address to be among the first to know when you can sign up for service.

Do you have a TTY line for the hearing impaired?

Yes we do, and it can be reached at (TTY) 855-764-9300.

Which areas of Austin will be able to get Google Fiber service?

We’re focused within the Austin city limits. Visit the fiberhoods page to view specific boundaries and neighborhood definitions.

Are there any data caps on my internet connection?

No way! We want you to use and enjoy your super fast Internet. There are no caps or limits to the amount of data you can send or receive.

Will I be able to use Wi-Fi with Google Fiber?

Yes. Your network device includes powerful Wi-Fi designed to give you access to Google Fiber throughout your home.

Do I need to buy a new computer to take full advantage of Fiber Internet?

In order to take full advantage of a Fiber 1000 connection, you’ll need a computer or laptop that supports a gigabit (in geek terms, this means having a 1Gbps 1000BaseT network interface card). Most recently-produced computers and laptops already support gigabit speeds. But if you’re not sure if your computer or laptop does, consult your computer documentation and look for the following terms: 1000baseTx or 1000Mbps or 1Gbps or GigE.

Will my Wi-Fi connection be as fast as a wired connection?

No. Wi-Fi is slower than wired connections. However, the Wi-Fi technology in our Network Box will provide for great connectivity.

Is there a charge for the TV Box?

Your first TV Box is included with your Fiber TV plan. However, you can have up to 6 TV Boxes in your home connected to Fiber. Each additional TV Box is $10/month and comes with its own remote control.

Can I get Fiber TV without Fiber Internet?

No. Fiber TV service is only available with Fiber Internet.

Can I keep my existing TV service?

If you want to keep your current TV service and still get Google Fiber, you can. Just pick one of our Internet plans.

What channels are available and what additional entertainment options do I have?

You can see what channels are available, and learn more about additional packages, by visiting the channels page.

What is the maximum number of TVs I can connect?

Currently we support up to 6 TV Boxes.

Does your TV plan include local channels?

Yes, Fiber TV includes a selection of local channels. To see which local channels are included, visit the channels page and select “Local” from the drop-down menu.

Will Google Fiber have Video On Demand and other paid video content?

Yes. Google Fiber offers a wide range of entertainment On Demand. If you have an account with either Vudu and Netflix, you can access them through the built-in player in your TV Box.

What is Google Drive? How do I use it? What is a terabyte?

Google Drive lets you back up and access your personal files anywhere: at home, at the office, or on the go. And, with Google Fiber you get an extra terabyte (1024 gigabytes) of storage across Google Drive, Gmail and Google Photos! (That’s a whole lot.) Now your files go everywhere you do. Change a file on the web, on your computer, or on your mobile device and it updates on every device where you’ve installed Google Drive. Share, collaborate, or work alone: your files, your choice. Learn more

What is Fiber Phone?

Fiber Phone is a service that allows you to make and receive home phone calls using your Fiber Internet connection. With Fiber Phone you can use your existing number or choose a new one. You can add it to eligible Fiber plans for $10 per month (plus taxes and fees). It comes with everything you’d expect from a home phone, like caller ID, voicemail, affordable international rates and 911 service.

Who can sign up for Fiber Phone?

Fiber subscribers can add Fiber Phone to their plan for an additional $10/month (plus taxes and fees).

Can I make long distance calls with Fiber Phone?

Calls to the US and Canada are free, and international calls are charged at Google Voice’s affordable rates. Charges for international calls made from your home phone will be added to your monthly Fiber bill. International calls made from Hangouts either on your mobile device or desktop computer will require additional credits in Google Voice.

Can I use my existing home phone hardware with Fiber Phone?

Yes. Fiber Phone includes a conventional phone jack that’s compatible with nearly all home phones. Please note that rotary dial phones and some older push-button phones do not work with Fiber Phone.

Can I transfer my current home phone number to Fiber Phone?

You can keep your current number, or pick a new one. If you want to keep your current number, just follow a simple transfer process during sign-up.

My address is not found on your website. What should I do?

Please double check to make sure you’ve entered the right street name, apartment number and ZIP code. If you still cannot find it you can submit a request to have your address reviewed by our team through the website or else give us a call at (844) 36-FIBER.

What is a fiberhood?

A fiberhood is a community of homes, apartments, condos, and small businesses grouped together to help us better coordinate construction and installations for you and your neighbors.

Will I be able to change my Fiber plan at any time?

Yes, you can change your plan at any time. Simply sign in to the Fiber website and choose a new plan.

What happens if I miss the sign-up deadline?

If your fiberhood’s sign-up deadline has passed, that means we’ve moved on to building in other parts of the city. If you recently moved in, or simply missed the sign-up deadline, we recommend you check your address to join our list. That way you’ll be among the first to know if sign-ups reopen in your fiberhood.

I have a landlord, how does the sign-up process work for me?

It’s possible your landlord or property manager might need to sign an agreement with Google Fiber before we can bring you service. To learn more, visit our Help Center.

Is the sign-up process different if I live in an apartment or condo?

Yes. There are no deadlines for apartments and condos. Once we have an agreement with your property manager and have constructed the network in your building, you can sign up anytime.

I’ve already chosen a plan, but I’d like to change the plan I selected. How do I do that?

No problem. Just go back to google.com/fiber, sign in again, and choose a different plan.

What happens to my deposit if I cancel my sign-up?

A deposit of ten dollars ($10) is required to sign up for Fiber. Service deposits are non-refundable except in certain circumstances. Please see the Fee schedule for more information.

Why do you have to do so much construction in the first place?

Google Fiber is building an entirely new network to bring high-speed Internet and crystal-clear television to your community. Because we are a new provider, we have to install brand new, state-of-the-art fiber optic infrastructure. To learn more about what it takes to build this network, check out our behind-the-scenes blog post here.

How long will you be constructing in my neighborhood/city?

We don’t have a specific timeframe to share, because the amount of time it will take to bring fiber to a particular area varies greatly, based on the size or the area, how we’re going to be bringing fiber there (aerial versus underground) and even the local soil type. Sometimes the timeline can also be a bit longer due to unforeseen issues (weather, access, equipment issues, etc.). However, we’re constantly striving to build more efficiently and quickly and hope to complete construction as soon as possible.

I didn’t sign up for Fiber - why are you on/near my property?

In order to bring Google Fiber to a new city, a whole lot of heavy lifting has to happen. Our carefully-crafted design plans require infrastructure to be built in the entire community, which sometimes requires us to access rights of way or easements that could fall next to or across your property.

What are easements and rights of way?

Easements and rights of way are certain rights to access and use public and private property. Some state and local laws authorize utilities and other service providers, like Google Fiber, to use rights of way and easements.

My yard is torn up after you constructed in my area - when will you fix it?

We know that construction can sometimes look very messy, but chances are the construction crews haven’t yet finished building in your neighborhood. Once construction is completed for your entire neighborhood, crews will come back through to restore your property. If construction work has been completed in your area and you notice that your property has yet to be restored, please give our construction inquiry line a call at 877-454-6959.

Why are you in my yard without my permission?

A lot of the network we build is placed within areas called easements or rights of way, which are often adjacent to or across private property. We work with the appropriate local authorities to obtain the rights to utilize these locations, just like other service providers (such as water and electric).

Will you move my flowers/potted plants/etc before you build in my yard?

Unfortunately, we are unable to move or to care for plants that are in an area where we need to build. Before construction crews come into your neighborhood to build our network, however, we will be sure to leave door hangers so that you have time to move your plants into a safe spot.

Do you notify me before coming onto my property?

Yes! We will leave door hangers before construction crews come to your neighborhood. Those door hangers also include our contact information should you have any questions or concerns during the construction process.

Do you do construction on the weekends?

Building a network is a lot of work, so you may see or hear construction crews working on weekends. Different ordinances and permitting requirements apply to different neighborhoods, so our ability to work in some areas on weekends is based on those regulations.

I think my water/power went out because of work you guys did! What can I do?

If you haven’t done so already, you should contact your power/water provider first to make sure your outage is addressed quickly. Please also give our construction support team a call at 877-454-6959.

How can I talk to someone about issues related to the construction process?

If you have any concerns whatsoever during the construction process, feel free to reach out to our construction support team at 877-454-6959.

How do I schedule my installation?

We’ll reach out by email when it’s time to schedule your installation appointment, so be sure to regularly check the email address associated with your Fiber account. Please note if you live in a single family home, it may take time before we can schedule your installation appointment. This is because we’ll first need to lay our fiber all the way to the outside of your home.

What will happen during installation? What will the wiring and equipment look like?

Here’s a basic overview of our construction process. At first, the majority of our work will be outside, getting the Fiber network ready to bring to homes. We’ll be stringing fiber on utility poles, and, in some cases, installing it in the ground. Next, we’ll bring our fiber from the street or easement to the exterior of your house. Once Fiber is connected to the exterior of your house, we’ll contact you to schedule your installation.

On your installation day the first thing we’ll do is drill a small hole in an exterior wall to bring the fiber inside. Then, we’ll cover the hole with a mounted wall plate and install a Fiber Jack on the interior wall. The Fiber Jack, which is about the size of a deck of cards, will convert the fiber into your Internet connection, which will then connect to your Network Box. The Network Box is your router, enabling wired and wireless connectivity to all devices throughout your house. If you are a Fiber TV customer, the final installation step will include installing each of the TV Boxes you’ve requested.

If I need to change my appointment time, what do I do?

If your appointment is two days or more away, you can change your appointment online by signing into your account on the Fiber website. If your appointment is within the next two days, please give us a call at (844) 36-FIBER and we can help you reschedule.

Which devices will be installed with Google Fiber? What is included and what is additional?

Google Fiber Internet plans include:

• A Fiber Jack, which will bring the fiber connection into your home

• A network device, which will provide wired and wireless connectivity to devices throughout your home.

Fiber TV plans also include:

• A TV Box, which connects your TV to the Fiber network and includes a bluetooth remote control

• The ability to connect up to 6 TVs in your home. Each additional TV Box is $10/month.

Can I build my own Google Fiber connection?

No, but it may be an option in the future.

Who is eligible for self installation? What do I need to prepare?

Self-installation is available for Internet only customers who live in connected apartments and condos. It requires no tools and minimal technical skills. Detailed instructions and all of the necessary equipment are included in the Self-Installation Kit. You’ll see a step-by-step guide to connecting your Network Box and setting up your Wi-Fi network. To learn more about self-installation, please visit our Help Center.

How do I select the self-installation option?

If you’re eligible for self-installation, please sign in to the Fiber website and select “Send me a Self-Installation Kit.” You will then have the option to have the kit mailed to you or you can pick it up from your local Fiber Space.

How do I set up my Wi-Fi network when I’m self-installing?

First, use the instructions included in your Self-Installation Kit to set up your Network Box. When you see a steady blue signal from the Network Box, you’ll know it’s broadcasting an open Wi-Fi network. Within the next hour, on your computer or mobile device, find the list of available Wi-Fi networks and connect to the network that begins with "GFiberSetup" followed by your house or apartment number. Once you’ve successfully connected to the network, open a browser and visit wifisetup.googlefiber.net. Follow the step-by-step instructions on the screen to create your private Wi-Fi network. Please note that if you don’t connect within hour of turning on your Network Box, you will need to turn it on and off before repeating these steps.

How do I sign in to manage my account?

Sign in to the Fiber website with the email address and password associated with your Google Fiber account.

I registered with one Google Account, but I would like to use another. Help!

Please contact us and we’ll help you out.

How do I change my plan?

Sign in to your account on the Fiber website at any time to change your plan. You can change your plan by clicking on the Account tab and then selecting “Change plan” underneath your current service plan. To add or remove TV Boxes, click on the “Add or Remove TV Boxes” link. To update your channel packages, click on the “Add or remove TV packages” link.

How and when will I be billed?

At the beginning of each month, you’ll receive your monthly Google Fiber bill in your email inbox. Ten days later, your credit card or debit card (depending on which payment method you’ve selected) will be automatically charged for the next month’s service.

What payment options do I have?

To pay your Fiber bill, we accept credit and debit cards with a Visa®, American Express®, Discover®, or MasterCard® logo, or automatic bank account withdrawal. We do not accept cash or checks. Please note that your $10 sign-up deposit must be paid with a credit or debit card.

Will I receive a paper bill?

No. We will email you an electronic copy of your bill at the beginning of each month.

Will the monthly charges be billed to the credit card I used to sign up?

We have the credit card on file that you used to sign up and will bill that credit card by default. You may update or change your payment method at any time by signing into your account on the Fiber website.

I already have Google Fiber installed. How do I cancel?

To cancel, please contact customer support by email, chat or phone. You can reach us by phone at (844) 36-FIBER.

What email address should I use to sign up for Google Fiber?

You can use any email address you’d like. We suggest using an email address you regularly check since you will receive your monthly bills and all important communications at the email address tied to your Google Fiber account.

Helpful tip: Make sure you don’t use an email address that will be cancelled if you switch service providers.

How much are the “applicable taxes & fees?”

The applicable taxes are dependent on your local and state sales tax, as well as the Fiber service plan and additional packages you select. The exact amount will be listed on your monthly bill and is available for you to view at any by signing into your account on the Fiber website.

How much will my total bill be?

This depends on which Google Fiber package you choose. Here is an overview of all of our plans and pricing. When you sign-up for your plan, you’ll be able to see a full summary of your costs. These plans are subject to taxes and fees, which will vary based on your state and county.

What happens if my debit card does not have enough funds?

You will receive an email indicating your payment was declined. Your account will become delinquent, and your service may be suspended if you do not pay your outstanding balance within 40 days.

Will you suspend my service if I don’t pay?

Your service may be suspended if you do not pay your outstanding balance within 40 days.

How will I be billed for Fiber Phone calls?

Fiber Phone customers will see charges for their phone service on their Fiber bill. You’ll pay a flat $10/month rate (plus taxes and fees) at the beginning of the month for that month’s service. You may also generate charges for international calls, which will appear on your next monthly bill.

Should I use an existing Google Account to sign up for Google Fiber, or create a new Google Account?

It’s entirely up to you whether you use an existing Google Account or create a new one. If you use an existing Google Account, you may someday see things like Google Search suggestions or relevant ads when you’re logged in to other Google services like Gmail, YouTube or Google Search, based in part on things like which Fiber programming you or your household members and guests viewed. This could make it easier to keep up with your favorite teams or shows. Your activity on other Google services while logged in to the same Google Account might also impact your suggested programming or TV guide search results on Fiber TV.

If you’d prefer not to have Fiber usage impact your existing Google Account, you might consider creating a new Google Account to use for Google Fiber. If you create a new Google Account to use Fiber, it will remain separate from your other Google Accounts—Google does not link your Google Accounts in any way, and Google will not combine or share information between your Google Accounts, unless you chose to. Our goal is simple—to enable you to decide what information we use to make your Google experience even better and more useful for you.

Please contact us if you signed up for Google Fiber using a Google Account which you would now like to change.

Can I run a server from my home?

Our Terms of Service prohibit running a server for commercial purposes. However, personal, non-commercial usage of servers that complies with our Acceptable Use Policy is acceptable, including using virtual private networks (VPN) to access services in your home, and using hardware or applications that include server capabilities for uses like multi-player gaming, video-conferencing, and home security.

Will information about what happens over my Google Fiber Internet connection be associated with my Google Account?

If you choose Google Fiber Internet as your service provider, information from Google Fiber Internet usage (like the URLs of non-Google websites visited or the content of emails sent using a non-Google email account) may be accessible to Google Fiber. This kind of Google Fiber Internet usage information won’t be associated with your Google Account or accessed by Google unless we have your consent to do so or if an applicable law, regulation, legal process or enforceable governmental request requires us to do so.

There is certain technical information—to help manage or maintain your Fiber connection and keep it secure—that may be associated with your Google Account. This includes things like how often and how long the service is used or the amount of bandwidth used. As explained in the Google Fiber Privacy Notice, we will get your consent before using information that is associated with your Google Account in other Google properties.

When you use Google products (like Gmail or Search) while connected to Google Fiber Internet, your information will be treated as usual.

How can I control the personal account information I share with Google?

At Google, we are committed to providing you with easy-to-use tools to make sure you are in control of your personal information. You can see and manage personal information that you have provided to Google by logging into your Google Account and going to the Google Account Settings page. You can also use Google’s Ads Preferences Manager to see what data is collected across Google services and manage the way it is used.

Once you’ve signed up, you will be able to see the information that you provided to sign up—such as billing address and contact info—on your Account page. Your Account page will allow you to update your account preferences, review your current and recent invoices, revise your billing and payment information, change or cancel your service and manage your network settings.

What does Google do to protect my information and keep it safe?

At Google, one of our goals is to provide users with the strongest security, privacy policies and tools in the world. Any information that you provide to Google, or that Google collects, will be safely stored and protected by our tried and tested security tools and experts who work around the clock to protect your information. When you sign in to your Google Account, we turn on SSL encryption for you by default to protect your information from being snooped on by others. At Google, we know that part of keeping your data safe is making sure it is always available to you when you want it. We work hard to make Google the best service you can rely on, with security and privacy features that are on 24-7 and working for you.

What do I do with my equipment if I cancel service?

If you cancel service, please leave the Fiber Jack in place and return your equipment to the Fiber Space. See the Fee Schedule for more details. If you have any additional questions, please give us a call at (844) 36-FIBER.

What information does Google collect from Google Fiber users?

Google will collect the personal and account information you provide when you sign up for Google Fiber. You will have easy access to the personal details you provide, such as your street address, which can be seen on our website at fiber.google.com. If you become a Google Fiber TV subscriber, Google may collect information that users of your subscription provide, such as clicks on a Google Fiber TV remote to change the channel or search program listings. In addition to the information collected from users, Google will also collect technical information, such as Fiber device uptime, data transfer speeds, packet loss and other diagnostic information for Fiber TV and Internet. This helps Google provide you with the best possible experience over time. You can read more about the information Google may collect from users or from the use of Google services, in the Google Fiber Privacy Notice and Google Privacy Policy.

Does Google Fiber share my personal information with third-parties?

Google will not share personal information with companies, organizations and individuals outside of Google, except in the situations described in the Google Privacy Policy. Google Fiber may share non-personally identifiable information with third parties outside of Google, such as content providers or connected sites. This information may be used to promote Fiber, partner services and programs, or be used in other ways, such as for product or content lineup improvements. For example, Google might share aggregate viewing statistics with a content provider so they can tell how popular a particular show is.

What happens if I want to cancel my Google Fiber service?

You may cancel your Google Fiber service at any time. If your plan included a construction or installation fee at the time of sign-up, and you've cancelled service before that fee was paid or waived, please note that you may be required to pay the outstanding balance as of the date of such cancellation. If you cancel service, please leave the Fiber Jack in place and return your equipment to the Fiber Space. If your services included free or paid-for subscriptions to services other than those provided by Google Fiber (for example, Google Drive), Google Fiber will stop covering the costs of those services at the time your account is cancelled or suspended. It will be up to you to work with the provider of those services to determine whether you wish to continue subscribing to those services and how you will pay for them. See the Fee Schedule for more details. If you have any additional questions, please give us a call: (866) 777-7550.

Do I own this equipment? Do I need to return it if I cancel service?

Google Fiber owns the equipment provided by Google Fiber. If you cancel service please leave the Fiber Jack in place and return your equipment to the Fiber Space. See the Fee Schedule for more details. If you have any additional questions, please give us a call: (844) 36-FIBER.

How long will you support the equipment provided by Google Fiber? What should I do if it breaks?

Google Fiber owns the equipment provided by Google Fiber. If you cancel service please leave the Fiber Jack in place and return your equipment to the Fiber Space. See the Fee Schedule for more details. If you have any additional questions, please give us a call: (844) 36-FIBER.

I live in an apartment or condo. Is the sign-up process any different?

Yes, once your building is connected to the Fiber network you can sign up and pick your plan at any time and we’ll get your installation appointment scheduled. There are no deadlines for apartments and condos.

Fiber is being installed in my building. Will I need to do anything else to get Fiber?

Yes. Even though your unit will be connected to the Fiber network, you will still need to sign up and pick a plan to receive service.

I am the owner or property manager of an apartment or condo building. How do I bring Google Fiber to our building?

Thanks for your interest. We’d love to talk with you about bringing Google Fiber to your building. Please contact us and we can give you more details about the agreement that we would need in place to bring Google Fiber to your building.

Where can I find more information about Community Connections?

If you manage a Community Connection site, or are interested in learning more about Google Fiber’s Community Connections program, we’ve got a page just for you. Click here to learn more.

How does each city select which sites receive free Google Fiber connections?

The city of Austin has selected 100 community organizations — to receive a gigabit connection at no cost if their fiberhood qualifies for Google Fiber service. As Austinites start signing up for Google Fiber, they’re also helping these local community organizations get one step closer to getting Fiber. Once we launch in your fiberhood, you can see local Community Connections on your fiberhood map.

My site is an approved Community Connections non-profit or public site. How do I get in contact with a Google representative?

Please get in touch with us here.

Does Google Fiber have a small business product?

Yes, Google Fiber offers three super fast Internet plans for small businesses in all its Fiber cities.

What is Google Fiber offering?

Google Fiber is offering three super fast Internet plans for small businesses with connection speeds up to 1,000 megabits per second.

You’ll get the same fast speeds both when you are uploading and downloading. Plus, no matter which plan you choose, there are no appointment windows, and no installation fees.

Are there any data caps on my Internet connection?

No way! We want you to get the most from your Internet connection. There are no caps or limits to the amount of data you can send or receive.

Are there any service contracts? Do I need to keep my plan for a certain amount of time?

There are no service contracts. You can change your plan at any time at no cost. After all, if your needs change you should be able to have your service change with it.

How can super fast Internet help my business?

Internet speeds up to 1,000 Mbps can help businesses in many ways. Imagine super fast uploads and downloads, HD video conferencing, and quick access to the cloud. Faster Internet speeds mean less time waiting and more time getting things done.

Can my business sign up for Google Fiber?

To see if your business can sign up for Fiber, check your commerical address at google.com/fiber/smallbusiness. Please note that a site survey may be needed to determine whether we can bring Fiber to your location.

How much does it cost to sign up for Google Fiber?

There’s a $10 deposit to sign up for Google Fiber. This deposit will be credited back to your account on your first bill. For more billing details, please check out the Billing section of the FAQ.

My address currently cannot get Fiber. When will it be available for my business?

We’re just getting started, but we’re opening to new areas on an ongoing basis. To stay updated on our progress, be sure to check your business address at google.com/fiber/smallbusiness.

I just signed up. What happens next?

Getting Fiber may be a little different depending on whether your business is in a single unit or a multi-tenant building. For more details, please visit our Help Center.

What if I need to cancel?

Although we would hate to see you go, you can cancel your service at any time by giving us a call at (855) 418-8326. You will need to return your equipment to your local Fiber Space. There are no cancellation fees.

What payment options do I have?

To pay your Fiber bill, we accept credit and debit cards with a Visa®, American Express®, Discover®, or MasterCard® logo, or automatic bank account withdrawal. We do not accept cash or checks. Please note that your $10 sign-up deposit must be paid with a credit or debit card.

How and when will I be billed?

Your invoice will be emailed to you at the beginning of each month and you will be automatically billed 10 days later using the payment method in your account.

Can I use my own router?

Yes. If you’re using your own router, please make sure that it fits these recommended specifications. Please note that the Google Fiber support team will not be able to support routers manufactured by third parties.

If you choose to add 5 or 13 static IPs to your service, you must use your own router. If you choose to add 1 or no static IPs, you can choose to use your own router, but it is not necessary. Your plan already includes a Network Box that can serve as your router. For more information, please visit our Help Center.

Can I set up a guest or public Wi-Fi network?

Yes, as long as it follows our Terms of Service and Acceptable Use Policy. Please note that your plan does not include a built-in feature for creating a guest network. This article in our Help Center will give you more information.

What are static IP addresses?

An Internet Protocol (IP) address is a unique number assigned to every device on a network. Just as a street address determines where a letter should be delivered, an IP address identifies computers on the Internet. Network devices such as web servers use this address to send the information you requested back to your device. In the case of static IPs if your machine is a web server the static IP is what identifies it to the rest of the internet. A device can have a static IP address, which means it stays the same over time, or a dynamic IP address, which means the address can change over time.

How many static IP addresses can I have?

When you sign up for Google Fiber for Small Business, you can choose to have no static IP addresses (that is, dynamic IPs), 1 static IP, 5 static IP addresses or 13 static IP addresses. If you sign up for 1, 5, or 13 static IP addresses, your confirmation email will include the IP addresses assigned to your account. To figure out what type of IP address is best for your business and how many you need, take a look at this article on our Help Center.

You have completed the site survey at my business. When am I going to get installed?

We’re working as quickly as possible to bring Google Fiber to your business. We’re still evaluating the results of the site survey but we don’t yet have a specific timeframe for your installation.

I’d like to sign up, but I feel I need help to get the most out of Google Fiber. Do you offer managed IT services?

You can find a Google Fiber Tech Partner for your business. Tech Partners can assist with everything from data security to cloud computing to setting up Internet and Wi-Fi networks. They are knowledgeable about Fiber products and services and can help small businesses make the most of their super fast Internet connection. Visit google.com/fiber/techpartner to learn more.

Call us

Open 24/7

Residential customers

(844) 36-FIBER

Business customers

(855) 418-8326

Construction inquiries

(877) 454-6959

Service not available in all areas.