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Frequently Asked Questions For Kansas City

  • Basics
  • Fiberhoods
  • Plans
  • Sign Up
  • Installation
  • Account & Billing
  • Policies
  • Apartments (MDU)
  • Community Connections

For property manager
Do you own and rent out a residential property? (Apartments, condos, single-family home, townhomes) We’ve got a page just for you with more information.

For resident
Are you a resident who rents an apartment, condo, single-family home, or townhome?

    • + What is Google Fiber offering?

      Google Fiber is offering an Internet connection speed 100 times faster than today's basic broadband, paired with crystal clear high definition TV. We also have a Free Internet plan with up to 5 Mbps download & 1 Mbps upload speeds, guaranteed for at least 7 years per address.

    • + What is a gigabit?

      One gigabit per second (Gbps) is a 1000 megabits per second (Mbps) connection. A gigabit is 100 times faster than the Internet connection that most Americans have today, allowing you to get what you want instantaneously. You no longer have to wait on things buffering; it’ll be all ready to go when you are. So whether you are video chatting, uploading family videos, or playing your favorite online games, all you need to do is click and you’re there.

    • + Why do I need a gigabit? How will I notice the difference?

      Gigabit Internet makes everything you already do online up to 100x faster. No more waiting to buffer videos or upload photos.

      But gigabit Internet will also 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, without delays. Imagine new online billing applications that don't freeze. Imagine automatically saving all of your work to the cloud in a blink of an eye—and never having to worry about losing files to a computer crash again.

      A gigabit is the Internet experience of the future.

    • + How do I get Fiber service for my home?

      We're building our Google Fiber network by demand -- we only bring service to fiberhoods that meet sign-up goals.

      To get service for your home, you need to sign up and choose a plan before the sign up period for your fiberhood ends. To see status of your fiberhood and to sign up, visit google.com/fiber/cities and check your address.

      If your fiberhood qualifies, we'll begin construction in your fiberhood shortly after the sign-up period ends. This process will take some time. Once we're ready to connect you, we'll get in touch and schedule a time for a Google Fiber team member to come to your house and install your equipment.

      If your fiberhood is listed as constructing or constructed, your sign-up period has ended and you cannot sign up for Google Fiber at this time.

    • + Does Google Fiber have a business product?

      We are currently focused on our Fiber-to-the-home network, which is for residential consumers. We hope to be able to offer Fiber to small businesses at some point in the future. To stay updated on any new developments, please follow our blog http://googlefiberblog.blogspot.com/

    • + Will there be a local location for customer support?

      We'll be able to answer most of your questions via email, phone or online chat. If you would like to talk with someone in person, we would love for you to visit the Fiber Space at 1814 Westport Rd, Kansas City, MO and speak to our Google Fiber team members.

    • + What is the Fiber Space?

      The Fiber Space is our storefront in Kansas City where you can come to experience what a gigabit is like, ask us questions about Fiber or sign up for service. We also host fun events and workshops to demonstrate the benefits of ultra fast Internet. Look out for updates on our events calendar or just come visit us at 43rd and Stateline. Click here for a list of events, or just come visit us at 43rd and Stateline Rd.

    • + Can I call Google Fiber to get help?

      Absolutely! Please email, call (866-777-7550) or chat with us online if you have questions. We are available 24 hours a day, 7 days a week.

    • + What is a fiberhood?

      A fiberhood is a smaller area within a city that usually has a few neighborhoods grouped together. Fiberhoods are determined mostly based on local neighborhood definitions, and given their boundaries based on city roads, parks and other landmarks.

      We only bring service to fiberhoods that meet sign-up goals. You can see which fiberhood your address is in and how many more sign-ups it needs to get Google Fiber by visiting google.com/fiber/cities.

    • + 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 zipcode. 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 (866) 777-7550.

    • + How do I know if my fiberhood is qualified?

      If you're signed up, we'll email you with an update when your fiberhood's sign-up period ends. You can also check your fiberhood’s status at google.com/fiber/cities.

    • + Are there any data caps on my internet connection?

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

    • + Will I be able to use WiFi with Google Fiber?

      Yes. Both our Network Box and our TV Box include advanced WiFi, designed to give you access to Google Fiber throughout your home.

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

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

    • + Do I need to buy a new computer to take full advantage of the gigabit Internet?

      In order to take advantage of gigabit speeds, 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.

    • + Can I get Google Fiber TV without Gigabit Internet?

      No. Google Fiber TV service is only sold with our Gigabit Internet offering.

    • + Can I keep my existing TV service?

      Google Fiber TV is a new and exciting experience. It allows you to find and watch video from many different sources, including live programming, DVR recordings, video on demand, online streaming and personal content—all in crystal clear high definition. We think it’s pretty great and we’d love for you to check it out. But if you want to keep your current TV plan and still get Google Fiber, you can. Just choose the Gigabit Internet plan or the Free Internet plan.

    • + What is different about the Google Fiber TV service from my current TV subscription?

      Often, users watch video from many different sources: live channels, DVR recordings, video on demand, online streaming and personal content. Google Fiber TV lets you easily watch, search and discover content from all of these places. Combined with a robust channel package and crystal clear high definition, Google Fiber TV is a new and exciting experience.

    • + What channels are available?

      We’re always working to improve our channel lineup by regularly considering new channels, shows, and other content. To stay up to date with the latest lineup, visit our channels overview page

    • + Will Google Fiber work with my existing TV or other devices?

      Google Fiber was built to support leading industry standards and should work with devices you have today. If you experience a problem, just let us know.

    • + What is the maximum number of TVs I can connect?

      Currently we support up to 4 TV Boxes.

    • + How much will the TV boxes cost?

      Your first TV box—plus the Nexus 7 Tablet—are included for free in the Gigabit + TV package with your paid subscription for 2 years. For those of you who want Google Fiber on multiple televisions in your home, you can add extra TV Boxes for $5 each/month for 24 months. You also have the option to purchase TV boxes upfront for $120/ea. Extra boxes include a standard remote control but not a tablet.

    • + What add-on content options do I have? How much will they cost?

      Please see the channels overview page for the full channel lineup and details on optional content.

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

      Yes. Google Fiber will offer a wide range of Video on Demand content from a variety of sources.

      You can also access Vudu and Netflix directly on the TV box through the built-in player.*

      * Viewing Netflix content requires a Netflix unlimited streaming membership. Viewing VUDU content requires a VUDU account; visit vudu.com for more information.

    • + What is the local broadcast channel option?

      A local broadcast channel option is available in a limited offering at a reduced price (subtract $30 per month from Gigabit + TV package). It includes the channels listed in Local section of the channels list, plus C-SPAN, C-SPAN 2, C-SPAN 3, NASA, QVC and WGN America (note: not all add-on video packages are available with this option). To request this option or obtain additional information, please contact customer support.

    • + Do you offer a telephone service?

      We do not have a specific voice offering. However, our broadband service allows you to take advantage of numerous voice services (VOIP) that operate across broadband connections. Google Voice is just one example of the types of services that you can use for calling with our broadband service.

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

      Google Drive lets you store and access your files anywhere -- on the web, on your hard drive, or on the go. And, with Google Fiber you get a terabyte of storage across Google Drive, Gmail and G+ 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. To learn more, visit https://drive.google.com/start

    • + If my fiberhood qualifies, when will I get installed?

      Our goal is to bring customers Google Fiber service as quickly as possible.

      We hope to have Google Fiber installed in every qualified fiberhood within 6 months from when your fiberhood's sign-up period ends. There are a lot of things which impact this timing including how many people sign up, what the weather is like this year, and when we can start construction in apartments.

      Once the sign-up period has ended, we’ll let you know if your fiberhood met its goal, and what to expect next, including a more specific estimate on timing. When it's time to connect your home, we’ll email you as soon as we’re ready to schedule your installation appointment.

    • + How many sign-ups does my fiberhood need to meet its goal?

      You can see the number of sign-ups needed for your fiberhood to reach its goal by visiting fiber.google.com/cities

    • + How did you determine the sign-up goals each fiberhood needs to qualify?

      All fiberhoods are different. They range in size, number of households, and density as well as speed and ease of Google Fiber construction. For example, houses that are spread out (like in the suburbs) require more time, fiber and labor, and therefore can be more difficult to connect than homes in a denser environment. So, in those fiberhoods that are more complicated to build, we wanted to make sure that enough residents want Fiber service. We looked at all of these factors when setting a sign-up goal for a particular fiberhood.

    • + When do I choose a Google Fiber service plan?

      When you sign up, you will select your service plan. To learn more about our plans, visit fiber.google.com/cities/kansascity.

    • + How can I help get more people to sign up in my fiberhood?

      Thanks for your interest. Encouraging your neighbors to sign up for Google Fiber service can help qualify your fiberhood. If they need more information, they can visit fiber.google.com, drop by the Fiber Space or attend one of our informational sessions. You can also visit our local page to download a toolkit of information to help get the word out.

      You can also always keep in touch with us through our communities on Google+, Twitter, Facebook, and YouTube.

    • + When does the sign-up period for my fiberhood end?

      To check your fiberhood’s status and sign-up deadlines, visit fiber.google.com/cities and enter your address.

    • + My fiberhood’s sign-up period has ended. What now?

      Thanks for your interest in Google Fiber. We’ll be emailing you with more information about your fiberhood soon. To stay up to date you can also visit fiber.google.com/cities.

    • + What happens if I miss the sign-up deadline?

      If you recently moved in or missed the sign-up deadline for your fiberhood, please sign up for email notifications on www.google.com/fiber so we can keep you informed on future developments in your fiberhood.

    • + Once the sign-up period ends, which fiberhoods will get Fiber first?

      After the sign-up period has ended, the Google Fiber team will determine the build order for qualified fiberhoods. Our goal is to create an order that will bring service to all of our customers as efficiently and quickly as possible.

    • + I really want Google Fiber, but I am currently in another contract. What should I do?

      If you don’t want to cancel your existing contract right now but you still want Google Fiber, we recommend that you sign up for our Free Internet plan. You’ll be able to pay $25/month for a year (or a $300 lump sum), which will cover the construction cost of your fiber-to-the-home drop. This will future-proof your home for when you’re ready to upgrade your service, which you can do at any time.

    • + 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 fiber.google.com, sign in again, and choose a different plan.

    • + Will I be able to change my service package at any time?

      Yes, you can change your service plan at any time. Just go to fiber.google.com, sign in to your Google Account, and choose a new plan selection.

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

      If required, your landlord or property manager will need to sign a contract with Google Fiber before we can bring you service. You can help by encouraging them to bring Google Fiber to your location.

    • + Do apartment sign-ups count towards my fiberhood’s sign-up goal?

      If your building has more than 8 units, we typically need a contract with your property manager before we can bring you Google Fiber. If your property manager or HOA signs an access agreement, we’ll count every unit towards the sign-up goal. This means individual sign-ups by tenants won’t count since we’ve already included the units based on the contract.

    • + I live in a fiberhood in Kansas City that did not qualify in 2012. Will I be able to sign up?

      Yes. We’re giving residents in your fiberhood another chance to tell us you want Google Fiber. Please visit www.google.com/fiber to check the status of your fiberhood and sign up.

      We bring service to fiberhoods that meet their sign-up goals. Over the next few months, you will be able to see your fiberhood’s progress on our website.

      Encouraging your neighbors to sign up for Google Fiber service can help qualify your fiberhood. If you or your neighbors need more information, you can visit fiber.google.com, drop by the Fiber Space or attend one of our informational sessions. You can also visit our local page to download a toolkit of information to help get the word out.

    • + I paid a registration fee. What happens to it if my fiberhood doesn’t meet its sign-up goal?

      If you sign up and your fiberhood doesn’t meet its goal, we’ll cancel your registration and refund your $10 registration fee to the original form of payment.

    • + What happens to my registration fee if I cancel my sign-up?

      If you cancel before your fiberhood's sign up period ends, we'll refund your registration fee to your original form of payment. If your fiberhood qualifies and you cancel after the sign-up period is over, we won’t be able to issue you a refund for your registration fee.

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

      To cancel, please contact customer support by email, chat or phone. Give us a call at 866-777-7550 or visit google.com/fiber/support

    • + I live in Johnson County and Lee's Summit. Can I sign up now?

      We have not started the sign-up period for your area or your fiberhood. Please enter your address and email on our website to stay up to date on when we open sign-ups in the future.

    • + How do I cancel Google Fiber service?

      To cancel Google Fiber, please contact customer support by email, chat or phone.

    • + How do I schedule my installation?

      If you're signed up and your fiberhood qualifies, we'll contact you in a few months when it's time to schedule your installation appointment.

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

      If your appointment is 2 days or more away, you can change your appointment online by signing into your My Fiber account. If your appointment is within the next 2 days, please give us a call at 866.777.7550 and we can help you reschedule.

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

      Our installers will go over all the details with you when they arrive to make sure you’re comfortable with exactly what is being installed and where it is going, but here’s a basic overview for now:

      • At first, the majority of our work in your fiberhood will be outside, getting Google Fiber 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 connection from the street to the side of your house. This will happen before your scheduled installation appointment. Before we go to the side of your house, we will knock on your door to let you know. Once Fiber is connected to the side 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 Fiber Jack on the interior wall. The Fiber Jack, which is about the size of a deck of cards, will convert the fiber into a gigabit Ethernet connection, which will then connect to your Network Box. The Network Box is your Google Fiber router, enabling wired and wireless connectivity to all devices throughout your house.
      • You get to decide where everything will go (within reason). Our installer will be happy to help you figure out device placement.
      • If you are a Gigabit + TV customer, the final installation step will include installing the Storage Box right next to the Network Box and then hooking up each of the TV Boxes you’ve ordered.

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

      Google Fiber Gigabit Internet and Free Internet service plans will include:

      • A Fiber Jack, which will bring the fiber connection into your home
      • A Network Box, which will provide wired and wireless connectivity to devices throughout your home

      The Gigabit + TV Service also includes:

      • A Storage Box, which lets you record all of your favorite TV shows and movies from live TV
      • A Nexus 7 Android Tablet, which lets you watch content, browse the web or use it as a new kind of remote control
      • A TV Box, which connects your TV to Google Fiber service and includes a traditional remote control
      • The first TV box is included and you can purchase additional TV boxes (currently limited to 4 total TV boxes)

      Visit our plans and pricing page for more information on each plan.

    • + Can I build my own Google Fiber connection?

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

    • + How do I sign in to My Fiber to manage my account?

      Visit google.com/fiber and sign in with the email address and password associated with your Google Fiber account.

    • + What is a Google Account and why do I need one?

      A Google Account lets you access a variety of Google products such as Gmail, Google+, YouTube, and Google Fiber. A Google Account helps you have a richer, more personalized experience across Google products.

      If you have a Gmail email address, you already have a Google account, and you can sign in at google.com/fiber. If you don't have a Google account, you will need one before you can sign up for Google Fiber.

    • + Will you provide an email address along with service to replace my current ISP-provided email address?

      Sure! You can sign up for Gmail, Google’s free email service. Anyone—not just Google Fiber customers—can sign up for Gmail. Here is more information about Gmail, including simple steps on how to switch.

      If you would like for your new Gmail address to be the email address you use to sign in for Google Fiber, please follow the directions here to add that email to your Google 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?

      Log in to My Fiber at any time to change your plan. You can access the plan change flow 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?

      You can use a credit or debit card to pay for your Google Fiber bill. In addition to regular credit cards, we accept debit cards and prepaid debit cards with a Visa®, Amex®, Discover®, or MasterCard® logo. We do not currently accept cash, automatic bank withdrawal or checks.

    • + 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 the payment card at any time in your My Fiber account

    • + 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.

    • + Why is there a construction fee?

      As a Google Fiber customer, you will have a gigabit-ready Fiber cable routed to, and built directly into, your home. Simply having this connection may add value to your home and will put you on the cutting edge of broadband technology.

      The construction fee will help cover the cost of labor and materials used to bring Fiber to your home and provide an internet connection. We will waive this fee for Gigabit Internet and TV customers since they will already be paying a monthly service fee. Customers who choose our Free Internet package will pay the construction fee, either in one lump sum or over 12 months, but will not have any monthly service fee.

    • + How much are the “applicable taxes & fees?”

      The applicable taxes are dependent on your local and state sales tax and 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 time in your My Fiber account.

    • + 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 long will the Free Internet service be free?

      The Free Internet service will be free of a monthly service charge (excluding the construction fee) for at least seven years. At the end of seven years, we will begin charging the market price for comparable speeds—which, if Google Fiber is successful, will be $0.

    • + Where are the hidden costs! What’s the fine print!

      Stop looking! We won’t make you call us every six months to keep the price you see on the website. You don’t need to cancel and then restart to get a better “online offer.” No shenanigans; just fast internet and simple service. We want you to spend your time discovering what 100x the possibilities looks like, not on the phone with us! (Unless you want to call us, in which case, we’d love to chat!)

    • + Does Free Internet Service for 7 years apply to my property?

      Starting on the date of Fiber installation, every property has 7 years of Free Internet associated with that address. You or a future owner or tenant can select Free Internet at any point for up to 7 years from the initial installation of service, subject to our terms and conditions. For example, if you sign up for service and sell your house in 3 years, regardless of the service(s) you used, the buyer will have 4 years of guaranteed Free Internet remaining, subject to our terms and conditions. The buyer can, of course, also choose to sign up for any of the plans.

    • + I am starting with Free Internet, but thinking about switching my service plan. What are the policies with the construction fee?

      Once your house is connected to Google Fiber and you can switch at any time. After you switch, any remaining construction fee will be waived. If you pre-paid your construction fee in full, we'll credit you the pro-rated construction fee amount for the remaining months of your contract.

    • + Can I change my service plan at any time? What are the policies?

      You can change your service anytime before Google Fiber construction starts in your fiberhood. You can cancel your service anytime before Google Fiber construction starts in your fiberhood. After you have Google Fiber service, you’ll be able to change your plan, however there may be some costs associated with switching or terminating. See our Subscriber Agreement for more details.

    • + What happens if I move after I get connected to Fiber but before my contract is up?

      Once you subscribe and bring Google Fiber to your property, it stays there. Our 7-year Free Internet stays with the property. So, when you move, you will have to cancel service so that the new buyer or tenant can sign up. If you want to read about cancellation, please see the question “What happens if I want to cancel my Google Fiber service?.” If you move into a new home that already has Google Fiber, then just sign up again!

    • + What if I sell my house?

      Simply having a Google Fiber connection may add value to your home and will put you on the cutting edge of broadband technology. You are responsible for paying your construction fee (see question regarding cancellation). Your new buyer may sign up to be a Google Fiber customer.

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

      You are in complete control and should make this decision based on what you think is best for you and your household. If you sign up using 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 celebrities. Your activity on other Google services while logged in to the same Google Account might also impact Google Fiber TV services, such as your suggested programming or Fiber TV guide search results.

      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.

    • + If I don't like the service, will my construction fee be refunded?

      The construction fee covers laying fiber to your home. Once we have built Google Fiber to your home, the construction fee is non-refundable.

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

      Google Fiber owns the Network Box and Fiber Jack. If you cancel service and you rent your home, please check with your landlord about what to do with the Network Box and Fiber Jack; otherwise, please return both of them to the Fiber Space.

      Gigabit + TV Subscribers own the Nexus 7 Tablet, the Storage Box, and the TV Box; however, if you cancel service before your contract expires, you will either need to pay off the remaining cost of your devices, or return the equipment to the Fiber Space.

      See the Subscriber Agreement for more details. If you have any additional questions, please give us a call: (866) 777-7550.

    • + Help me understand the basics of your subscriber terms.

      The terms vary depending on which Service Plan you select.

      • Free Internet: Once you sign-up for Free Internet, you are responsible for paying the $300 construction fee. You can either do this in one lump sum or in $25/mo installments over 12 months.
      • Gigabit Internet: You have a 12-month commitment. If you cancel service or switch to Free Internet before the 12 months are over, you will need to pay the prorated balance of your $300 construction fee.
      • Gigabit + TV: You will have a 24-month commitment. If you cancel service or switch to Free Internet before 12 months are over, you need to pay the prorated balance of your construction fee. If you cancel service or switch to Free Internet or Gigabit Internet before 24 months are over, you may either (i) return the TV Box with remote control, the Storage Box, and the Nexus 7 Tablet in good working condition within 45 days of cancellation or change in plan or (ii) pay the prorated balance of the initial waived amount of these devices.

      See the Subscriber Agreement for more details. If you have any additional questions, please give us a call: (866) 777-7550.

    • + What are the warranties on the devices? Is there a replacement cost? What should I do if it breaks?

      For equipment you own, there is a 2 year limited warranty. If you have a warranty repair, you can either mail it into us (we’ll send you a box and a pre-paid shipping label) or drop it off at your local service center. If you lose or damage one of these devices, you can order a new one at the replacement price, shown in the Subscriber Agreement. For more information, review our Device Warranty information.

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

      You can cancel your service any time before we begin construction in your fiberhood and your $10 registration fee will be refunded. If you decide to cancel Google Fiber service after the sign-up period ends in your fiberhood, you’ll be responsible for:

      • Your $300 Construction Fee:
      - if you have had any Google Fiber service for more than one year, you owe nothing
      - if you paid the construction fee in full, you owe nothing
      - otherwise, you owe $25 for each of the months remaining in your first year of service

      • Devices for Gigabit + TV Customers:
      - if you have had Gigabit + TV service for more than two years, you owe nothing
      - otherwise, you may return the devices in good working order within 45 days of cancellation or you may pay a prorated amount based upon the value of the devices

      See the Subscriber Agreement for more details. If you have any additional questions, please give us a call: (866) 777-7550.

    • + 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.

    • + 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.

    • + 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 My Fiber Page. Your My Fiber 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.

    • + Does Google 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.

    • + Do you have a TTY line for the hearing impaired?

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

    • + I am renting a single family home. You mention I needed permission from my landlord to get Fiber. What should I do?

      If you rent a single family home, it is your responsibility to get permission from your landlord. Get started by signing up for Fiber.

    • + My landlord already signed my property up for Fiber. Do I need to do anything?

      Yes! Even though a Fiber drop will be installed into your unit, you still have to choose your plan to activate your connection and become a Google Fiber subscriber. This means selecting a plan - Free Internet, Gigabit Internet, or Gigabit + TV - and agreeing to the terms and conditions and subscriber agreement of Google Fiber's Service.

      Since your construction fee is paid for by your landowner you are now eligible to sign up for one of the services below: • Free Internet: $0 per month • Gig service: $70 per month, no contract • Gig + TV: $120 per month, no contract*

      Get your service activated by signing up for Fiber.

      *Gig + TV customers have a 2 year contract on TV devices. Early termination is permitted, in which case customers may return TV devices (no fee) or elect to pay the outstanding balance and keep the TV devices. Refer to the Subscriber Agreement for more details.

    • + I own a property that is currently under an existing contract. What should I do now?

      We cannot provide any legal advice or review existing contracts. On our end, we do not require exclusives or restrict buildings from offering multiple services from any company.

    • + I am the property owner for an MDU. 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?

      It is completely up to each city to select their Community Connections sites.

    • + 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.

    Visit us at the Google Fiber Space

    Drop by the Google Fiber Space in Kansas City located in the Volker Square Center. Experience first hand 100 times faster Internet, watch crystal clear high definition TV, and chat with Google Fiber team members to get all your questions answered.

    MON, WED, FRI, SAT: 10AM-6PM; TUE: 8AM-6PM; THU: 10AM-8PM; SUN CLOSED.

    Also check out our Fiber Space events to hear from leaders in fields ranging from education and government to health care and law explore the ways in which Google Fiber can impact the community.

    See upcoming events

    © 2014 Google Fiber Inc. Think it's crazy speak to claim 100 times faster Internet? Actually, according to Akamai's State of the Internet 3Q2013, the average American only experiences speeds of 9.8 Mb/sec, while Google Fiber offers up to 1,000 Mb/sec download and upload. Actual Internet speed may vary. Go to Google Fiber Help Center at http://goo.gl/vBzLP for further details. If you're already cruising mighty fast on the Internet, the actual increase in performance you experience may differ - but gigabit speed like Fiber's is still the fastest residential Internet in the nation right now. Service not be available in all areas. Viewing Netflix content requires a Netflix unlimited streaming membership.