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Frequently asked questions for
Google Fiber is offering an Internet connection with speeds up to 1,000 megabits per second. Our TV plan includes 220+ channels and a HD DVR that records up to 8 shows at once. And you can add home phone service to any of our plans for an additional cost.
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.
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.
The Fiber Space is our home right here in Provo. It’s where you can visit us to experience Fiber Internet + TV, ask us all your questions, and sign up for service. We also throw fun events and host workshops to teach the benefits of super fast Internet. Look out for updates on our events calendar or come visit us.
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 the status of your fiberhood and to sign up, 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.
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.
Yes we do, and it can be reached at (TTY) 855-764-9300.
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.
Yes. Your network device includes powerful Wi-Fi designed to give you access to Google Fiber throughout your home.
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.
No. Wi-Fi is slower than wired connections. However, the Wi-Fi technology in our Network Box will provide for great connectivity.
Your first TV Box is included with your Fiber 1000 + 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.
No. Fiber TV service is only available with our Fiber 1000 + TV plan.
If you want to keep your current TV service and still get Google Fiber, you can. Just pick one of our Internet plans.
You can see what channels are available, and learn more about additional packages, by visiting the channels page.
Currently we support up to 6 TV Boxes.
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.
Please see the channels page for the full channel lineup and details on optional 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.
Depending on when you signed up for service and whether you live in a house, apartment, or condo, Basic Internet at $0/month is guaranteed for up to 7 or 10 years per address.
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
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, and QVC (note: not all add-on video packages are available with this option). To request this option or obtain additional information, please contact customer support.
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.
Fiber subscribers can add Fiber Phone to their plan for an additional $10/month (plus taxes and fees).
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.
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.
You can keep your current number, or pick a new one. If you want to create a new number, just follow a simple transfer process during sign-up.
No. Like most Voice over Internet Protocol services, Fiber Phone requires an Internet connection and power. Service will be unavailable during a power outage unless you set up a battery backup or Uninterruptible Power Supply (UPS) in your home. If you do purchase a UPS, make sure your FIber Phone Box and all of the required equipment from your Internet provider are plugged into the UPS.
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 (866) 777-7550.
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.
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.
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/kansascity.
Yes, you can change your plan at any time. Simply sign in to the Fiber website and choose a new plan.
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.
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.
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 here .
We’re currently focused on installing all customers who chose their plan before the deadline, and we can’t commit to returning to fiberhoods at this time. If you recently moved in or missed the sign-up deadline for your fiberhood, please sign up for email notifications so we can keep you informed on future developments in your fiberhood.
No problem. Just go back to google.com/fiber, sign in again, and choose a different plan.
If you sign up and your fiberhood doesn’t meet its goal, we’ll cancel your registration and refund your $10 deposit to the original form of payment.
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 Pricing and Fee schedule for more information.
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.
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.
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.
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.
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.
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).
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.
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.
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.
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.
If you have any concerns whatsoever during the construction process, feel free to reach out to our construction support team at 877-454-6959.
Our goal is to bring customers Google Fiber service as quickly as possible. 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.
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.
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 1000 + TV customer, the final installation step will include installing each of the TV Boxes you’ve requested.
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 (866) 777-7550 and we can help you reschedule.
Google Fiber Internet service 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.
The Fiber 1000 + TV service also includes:
• A TV Box, which connects your TV to Fiber service and includes a bluetooth remote control
• The ability to connect up to 6 TVs in your home.
Each additional TV Box is $10/month.
No, but it may be an option in the future.
Self-installation is available for Internet only customers who live in connected apartments and condos.
If you’ve been invited to self-install it’s because a Fiber Jack was installed at your address. A Fiber Jack is a small white box attached to your wall, which brings the fiber cable into your home. You can see an image of the Fiber Jack on this Help Center page. If you’re not sure, you can contact us to verify our records.
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.
You don’t need any tools or special material to install Google Fiber. 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.
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.
Sign in to the Fiber website with the email address and password associated with your Google Fiber account.
Please contact us and we’ll help you out.
Sign in to 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.
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.
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. Note: Your signup deposit must be paid with a credit or debit card
No. We will email you an electronic copy of your bill at the beginning of each month.
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.
To cancel, please contact customer support by email, chat or phone. You can reach us by phone at (866) 777-7550.
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.
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.
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.
The installation fee covers the cost of connecting your home to the Fiber network. We waive this fee for customers paying a monthly service fee for at least one year.
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.
Your service may be suspended if you do not pay your outstanding balance within 40 days.
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.
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.
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.
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.
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.
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.
If you cancel service, please leave the Fiber Jack in place and return your equipment to the Fiber Space. See the Pricing and Fee Schedule for more details. If you have any additional questions, please give us a call at (866) 777-7550.
You may cancel your Google Fiber service at any time, but you may be required to pay for certain construction or installation fees that were waived as part of the service plan you purchased. If you cancel service before you have paid the entire construction fee, you will be required to pay the outstanding construction fee 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 terminated 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 Pricing and Fee Schedule for more details. If you have any additional questions, please give us a call: (866) 777-7550.
Once you subscribe and bring Google Fiber to your property, it stays there. 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!
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 Pricing and Fee Schedule for more details. If you have any additional questions, please give us a call: (866) 777-7550.
If you have any problems with your equipment, please contact us. Google Fiber will support the equipment needed to provide the service as long as you keep the service. If you lose or damage one of these devices, you can order a new one at the replacement price, shown in the Pricing and Fee Schedule.
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.
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.
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.
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.
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.
It is completely up to each city to select their Community Connections sites.
Yes, Google Fiber offers three super fast Internet plans for small businesses in all its Fiber cities.
One gigabit per second (Gbps) is a 1,000 megabits per second (Mbps) 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.
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.
We’ve launched the Early Access program to allow select businesses to be among the first to get Google Fiber for Small Business. During Early Access, pricing is guaranteed for one year. While not every business will be eligible at this time, we plan to expand the program as we learn and grow. Learn more at google.com/fiber/smallbusiness.
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.
We’re just getting started, so the Early Access program is limited right now. We plan to expand as we learn and grow. We’re keeping track of areas with high interest — you can indicate your interest by signing up for email notifications after you check your address.
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.
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.
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.
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.
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 static IPs to your service, you must use your own router. If you choose to add one or no static IPs, you can also use your own router, but we will provide you with a Google Fiber Network Box that can serve as your router. For more information, please visit our Help Center.
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.
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.
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.
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.
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.
Service not available in all areas.