We’re here for you

Frequently asked questions for

What is Google Fiber offering?

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

What is a gigabit?

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

Why do faster Internet speeds matter?

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

Do you have a TTY line for the hearing impaired?

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

When will I be able to sign up?

We're bringing Fiber to a few apartments and condos in Orange County to start, and we'll be opening sign-ups in these buildings on an ongoing basis. To stay updated on our progress, check your address on our website. That way you'll be among the first to know when we have more to share.

Are there any data caps on my internet connection?

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

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

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

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

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

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

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

Is there a charge for the TV Box?

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

Can I get Fiber TV without Fiber Internet?

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

Can I keep my existing TV service?

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

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

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

What is the maximum number of TVs I can connect?

Currently we support up to 6 TV Boxes.

Does your TV plan include local channels?

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

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

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

What is the local broadcast channel option?

A local broadcast channel option is available in a limited offering at a reduced price. 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.

What is Fiber Phone?

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

Who can sign up for Fiber Phone?

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

Can I make long distance calls with Fiber Phone?

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

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

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

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

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

Will Fiber Phone work through a power outage?

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.

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

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

How does the sign-up process work?

We're bringing Fiber to apartments and condos in Orange County to start. Once we have an agreement with your property manager, and have constructed your building's connection to the Fiber network, we'll open sign-ups for you and your neighbors. To stay updated on our progress, check your address on our website. That way you'll be among the first to know when we have more to share.

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

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

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

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

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

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

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

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

How do I schedule my installation?

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

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

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

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

Google Fiber Internet plans include:

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

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

Fiber TV plans also include:

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

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

Can I build my own Google Fiber connection?

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

How do I sign in to manage my account?

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

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

Please contact us and we’ll help you out.

How do I change my plan?

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

How and when will I be billed?

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

What payment options do I have?

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

Will I receive a paper bill?

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

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

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

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

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

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

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

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

How much are the “applicable taxes & fees?”

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

How much will my total bill be?

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

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

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

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

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

How will I be billed for Fiber Phone calls?

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

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

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

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

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

Can I run a server from my home?

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

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

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

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

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

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

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

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

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

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

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 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.

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

You may cancel your Google Fiber service at any time. If you cancel service, please leave the Fiber Jack in place and return your equipment to the Customer Service Center. If your services included free or paid-for subscriptions to services other than those provided by Google Fiber (for example, Google Drive), Google Fiber will stop covering the costs of those services at the time your account is cancelled or suspended. It will be up to you to work with the provider of those services to determine whether you wish to continue subscribing to those services and how you will pay for them. See the Fee Schedule for more details. If you have any additional questions, please give us a call: (866) 777-7550.

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

Google Fiber owns the equipment provided by Google Fiber. If you cancel service please leave the Fiber Jack in place and return your equipment to the Customer Service Center. See the Fee Schedule for more details. If you have any additional questions, please give us a call: (866) 777-7550.

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 Fee Schedule.

Call us

Open 24/7

Residential customers

(866) 777-7550

Business customers

(855) 418-8326

Construction inquiries

(877) 454-6959

Service not available in all areas.