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Frequently asked questions for

What is Google Fiber offering?

Google Fiber is offering an Internet connection speed that’s up to 1,000 megabits per second, along with a TV service like no other.

We also have a Basic Internet plan with up to 5 Mbps download & 1 Mbps upload speeds, where you’ll get today's basic broadband speeds for up to 7 years with no monthly service fees. All you need to pay is a construction fee to bring a fiber connection to your home. You can choose between a one-time payment of $300 or 12 monthly payments of $25 + taxes.

See our plans

What is a gigabit?

One gigabit per second (Gbps) is a 1,000 megabits per second (Mbps) connection. With gigabit speeds, there’s enough bandwidth for everyone in your home. And all your devices. That means everyone at home can have a super fast connection on their computers, smartphones, tablets, and more—all at the same time.

Why does gigabit speed matter?

Gigabit Internet 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, without delays. 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. A gigabit is the Internet experience of the future.

Is there 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 and speak to our Google Fiber team members.

What is the Fiber Space?

The Fiber Space is our storefront 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 gigabit Internet. Look out for updates on our events calendar or come visit us.

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 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.

When can I sign up for Google Fiber?

Check your address to see when your fiberhood's sign-up period is open. If your area isn’t open for sign ups 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.

How much will the TV boxes cost?

Your first TV box is included for free in the Gigabit + TV package with your paid subscription. For those of you who want Google Fiber on multiple televisions in your home, you can add extra TV Boxes for $5 each/month. Extra boxes include a standard remote control.

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 (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. To learn more, visit https://drive.google.com/start.

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

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

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 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 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 Basic 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 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 6 TV Boxes.

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

Please see the channels 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, 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.

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.

How long will the Basic Internet service be $0/month?

The Basic Internet service will be free of a monthly service charge (excluding the construction fee) for seven years per address. 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.

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 (866) 777-7550.

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.

How do I know if my fiberhood is qualified?

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

What happens if I miss the sign-up deadline?

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 signup 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.

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

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/kansascity.

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 Basic 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.

I paid a deposit. 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 deposit to the original payment method.

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

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

How much are the “applicable taxes & charges?”

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.

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 my fiberhood qualifies, when will I get installed?

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.

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 My Fiber account. If your appointment is within the next two days, please give us a call at (866) 777-7550 and we can help you reschedule.

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.

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 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 Basic 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 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 add 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?

Sign in to My Fiber 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?

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.

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 Basic Internet package will pay the construction fee, either in one lump sum or over 12 months, but will not have any monthly service fee.

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

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

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 (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.

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 Basic 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!

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

The construction fee covers laying fiber to your home. If your residence was not previously connected to the Google Fiber network, you are responsible for construction fees as soon as your residence is connected to the Google Fiber network, regardless of Service activation.

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

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.

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 Pricing and Fee Schedule for more details. If you have any additional questions, please give us a call at (866) 777-7550.

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 - Basic Internet, Gigabit Internet, or Gigabit + TV - and agreeing to the terms and conditions and Pricing and Fee Schedule of Google Fiber's Service.

Since you are not responsible for a construction fee, you can sign up for one of the services below:

  • Basic Internet: $0 per month

  • Gigabit service: $70 per month, no contract

  • Gigabit + TV: $130 per month, no contract*

Get your service activated by signing up for Fiber.

*Gigabit +TV customers may terminate service and return TV devices with no fees if returned within 25 days after termination. Customers terminating service will have to pay a device replacement fee (not including any applicable taxes) if they fail to meet the return deadline. Refer to the Pricing and Fee Schedule 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.

Does Google Fiber have a small business product?

We recently started offering an Early Access program for small businesses in select areas.

What is Google Fiber offering?

Google Fiber is offering an Internet connection speed that’s up to 1,000 megabits per second.

What is a gigabit?

One gigabit per second (Gbps) is a 1,000 megabits per second (Mbps) connection.

Why do I need Google Fiber? How will I notice the difference?

Google Fiber makes everything you already do online up to faster. No more endless buffering.

Google Fiber will also revolutionize the web in new ways. Imagine chatting with your clients and colleagues via HD video conference, or collaborating on a work project with contributors across the globe in real time, without delays.

Google Fiber is the Internet experience of the future.

How many devices can be connected through Fiber?

If you’re using your Network Box as a router, you can connect up to 128 devices on wired connections and up to 20 devices on your wireless network. If you are you using your own router, the number of devices that you can use will vary.

Why is Google Fiber right for my business?

With speeds up to 1,000 Mbps, Google Fiber brings super fast Internet to your business. This means instant uploads and downloads, HD video conferencing and quick access to the cloud. This allows you to spend less time waiting and more time growing your business.

What is the Early Access program?

Google Fiber for Small Business is new. We’re launching 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. The construction fee is waived and you can cancel at any time. 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.

Is my business eligible for the Early Access program?

Check to see if your business qualifies by entering your address at google.com/fiber/smallbusiness. Signing up for the Early Access program doesn’t guarantee service to your business. A site survey will determine the feasibility of bringing Fiber to your location. Once the site survey is passed, we’ll schedule a time for installation.

How much does it cost to be part of the Google Fiber Early Access program?

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 one year from your date of installation, Fiber will be $100/month. For more billing details, please check out the Billing section of the FAQ. Prices don’t include additional taxes.

My address is not eligible. When will Google Fiber be available for my business?

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.

My business is eligible. What happens next?

The process for getting Google Fiber for your small business is different depending on whether your business is in a single business unit or a multi-tenant unit. For additional details for your business type, please visit our Help Center.

What if I need to cancel?

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

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.

Can I create a Google Wallet account for my business?

Google Wallet does not allow you to create an account under the name of your business. Both your Wallet and Google Fiber accounts will need to be associated with one person, who will be individually accepting our terms of service. Your Google Fiber monthly bill will be sent to the individual who signed up, and the associated credit or debit card should be in that person’s name.

How and when will I be billed?

You will receive an electronic invoice at the beginning of each month and you will be automatically billed 10 days later using the payment method in your account.

Will the terabyte of Cloud Storage be available with the SMB product?

Google Fiber for Small Business does not include cloud storage at this time.

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 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.

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. Google Fiber doesn't 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 webservers use this address to send the information you requested back to your device. In the case of static IPs if your machine is a webserver 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, or 5 static IP addresses. If you sign up for 1 or 5 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.

Are there taxes or fees associated specifically with the Static IP address add on options? Or do the fees pertain only to the Gigabit product?

Static IPs have the following fees associated with them: • 1 static IP - $20/month: includes an IPv4 address and a /56 IPv6 subnet • 5 static IP - $30/month: includes a /29 IPv4 subnet and a /56 IPv6 subnet There are may also be additional taxes associated with Static IPs depending on your location.

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.

If my business is not ready to begin using the Google Fiber service immediately, can I delay installation?

Yes, you may wait to select an installation appointment, in which case we will notify you when more appointments are available on later dates. However, Google Fiber may terminate your service if there are excessive delays in scheduling installation.

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866-777-7550

Business customers

855-418-8326

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