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Basics

FAQs

What does Google Fiber offer?

Google Fiber offers fast, reliable internet with powerful Wi-Fi and without data caps.

What’s a gigabit?

One gigabit per second (Gbps) is 1000 megabits (Mbps), a way to measure both speed and capacity for an internet connection. Google Fiber 1 Gig gives you internet that can get or send information up to one gigabit per second without data caps. That means enough internet for everyone in your home and all their devices. Google Fiber 2 Gig offers downloads of up to 2 gigabits per second (2000 Mbps) and uploads of up to 1 gigabit per second.

What’s a megabit?

One megabit per second (Mbps) is 1000 kilobits, the standard speed of the average cable internet connection download speed. Some Google Fiber customers may have plans measured in megabits, offering slower connections that 1 Gig that still provide reliable internet access without data caps.

Why do faster speeds matter?

Whether it’s streaming TV, working from home, video calling, gaming, or something else, many things we do today require fast, reliable internet for both uploads and downloads. Powerful Wi-Fi across your whole home means you’re not restricted to that one spot if you want a fast, reliable wireless connection. Whether wired or over Wi-Fi, the more people use an internet connection, the slower it may go. That’s why speeds faster than a single internet-connected device typically goes (such as 1 Gig) can make sure that everyone can use the internet at once without slowdowns.

What’s the Fiber Space?

In some cities, there’s a Google Fiber Space to help customers ask questions, get help, and sign up. Whether there’s a Fiber Space near you or not, we’re available to help you 24/7 by text, email, phone, or DM.

How do I get Google Fiber?

Check your address to see if Google Fiber is available in your area. If it is, you can pick your plan and sign up for service online or by reaching out.

We’re continuing to expand in existing cities as well as looking at new ways to work with cities to bring fast, reliable internet to more communities. Want to stay up to date as we grow? Sign up for email updates.

Does Google Fiber have a text telephone line for the hearing impaired?

Yes, we have a text telephone line at (TTY) 833-999-2889.

Please note that we can only respond to Google Fiber related inquiries, and we cannot offer assistance for other Google products that aren’t included in your Google Fiber service. For assistance with other Google products, please call (650) 253-0000.

Plans

FAQs

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

Yes. You'll receive a Wi-Fi router, which is designed to give you Wi-Fi access to Google Fiber.

What is YouTube TV?

YouTube TV is a paid membership that brings you live TV from major broadcast networks, popular cable networks, and premium networks. With YouTube TV, you'll get live sports and must-see shows, as well as DVR without storage space limits.

Sign up

FAQs

Construction

FAQs

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

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

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

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

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

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

What are easements and rights of way?

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

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

We know that construction can sometimes look very messy, but chances are the construction crews haven’t yet finished building in your neighborhood. Once construction is completed for your entire neighborhood, crews will come back through to restore your property. If construction work has been completed in your area and you notice that your property has yet to be restored, contact Google Fiber if you have a complaint or issue.

Why are you in my yard without my permission?

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

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

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

Do you notify me before coming onto my property?

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

Do you do construction on the weekends?

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

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

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

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

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

Installation

FAQs

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

At first, we'll be working out in the street to connect the Fiber network to the outside of your home. Google Fiber-certified installers will either string fiber cables on utility poles or bury them in the ground. We will arrive at your home and knock to let you know we're working on your property, but we'll still install the fiber drop even if you're not home.

Next, we’ll contact you to schedule your installation. When we return on your installation day, we’ll bring fiber into your home. The Fiber Jack, which is about the size of a deck of cards, is an Internet converter that connects to your Wi-Fi router. Our installers will work with you to find the ideal placement of the Fiber Jack and cabling inside your home. We may be able to route the fiber cable around the exterior of your home, or through attics and walls into a room that makes sense for you. Your installer will help you set up any devices that you ordered, show you how to use them, and make sure everything is working smoothly. To learn more about bringing Fiber to your home, please visit our Help Center.

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

At first, we'll be working out in the street to connect the Fiber network to the outside of your home. Google Fiber-certified installers will either string fiber cables on utility poles or bury them in the ground. We will arrive at your home and knock to let you know we're working on your property, but we'll still install the fiber drop even if you're not home.

Next, we’ll contact you to schedule your installation. When we return on your installation day, we’ll bring fiber into your home. The Fiber Jack, which is about the size of a deck of cards, is an Internet converter that connects to your Wi-Fi router. Our installers will work with you to find the ideal placement of the Fiber Jack and cabling inside your home. We may be able to route the fiber cable around the exterior of your home, or through attics and walls into a room that makes sense for you. Your installer will help you set up any devices that you ordered, show you how to use them, and make sure everything is working smoothly. To learn more about bringing Fiber to your home, please visit our Help Center.

How can I get a self-install kit?

Sign into the Google Fiber website and, if you’re eligible, you’ll be able to select “send me a self-install kit.” You’ll then have the option to have the kit mailed directly to your address. If you’re in a city with a Google Fiber Space, you’ll also have the option to pick it up at your local Fiber Space. To learn more, visit our Help Center.

Account & Billing

FAQs

How do I move my Fiber service to my new address?

To start your move process, contact our customer support team. Learn more at fiber.google.com/move.

Policies

FAQs

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

If you cancel your service, please leave the Fiber Jack in place. We’ll give you a pre-paid mailing label to ship your equipment back to us. If you’re in a city with a Google Fiber Space, you’ll also have the option to simply drop it off. You have 60 days to return your equipment after canceling service without incurring a charge. See the Fee Schedule for more details. If you have any additional questions, please give us a call at (844) 363-4237.

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

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.

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 your service, please leave the Fiber Jack in place. We’ll give you a pre-paid mailing label to ship your equipment back to us. If you’re in a city with a Google Fiber Space, you’ll also have the option to simply drop it off. You have 60 days to return your equipment after canceling service without incurring a charge. See the Fee Schedule for more details. If you have any additional questions, please give us a call: (844) 363-4237.

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

If you have any issue with equipment provided by Google Fiber while you’re a Google Fiber customer, please contact us and we’ll make sure you’re up and running.

Hey, great news! Google Fiber Webpass is in city

Google Fiber Webpass gives you the fast, reliable internet you’d expect from Google Fiber—all without bundles, contracts, or hidden fees. We’ll take you to Webpass’s website to get started.
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