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Frequently asked questions for
Google Fiber is offering an Internet connection with speeds up to 1,000 megabits per second. We also offer TV plans that include 150+ 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).
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.
Yes. If you’d like to talk with someone in person, we’d love for you to visit the Fiber Space and speak to our Google Fiber team members. You can also get in touch with us anytime via email or chat, or by calling us at (844) 363-4237.
The Fiber Space is our home in each of our cities where you can experience Fiber for yourself, ask us all your questions, and sign up. We also host fun events and workshops so you can learn more about super fast Internet. To find the nearest Fiber Space, click here.
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.
We’ll be bringing the Fiber network to Carrboro, Chapel Hill, Durham, Morrisville, Cary, Raleigh, and Garner.
It’s too soon to share an exact date or plans and pricing information. Please sign up for our mailing list and you’ll be among the first to know when we have more news to share.
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. Learn more about what affects Wi-Fi speeds.
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 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. Here's how to add or remove TV boxes.
No. Fiber TV service is only available with Fiber Internet.
If you want to keep your current TV service and still get Google Fiber, you can. Just pick one of our Internet plans.
Currently we support up to 6 TV Boxes.
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.
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.
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. To learn more about Fiber Phone, please visit our Help Center.
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. Please visit our Help Center to learn more about 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.
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 (844) 363-4237. You can also visit our Help Center to learn more about signing up for Google Fiber.
You can check your address for eligibility. To learn more, visit our Help Center.
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. To learn more, visit our Help Center.
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. To learn more, visit our Help Center.
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.
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.
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.
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. To learn more, visit our Help Center.
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.
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.
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.
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.
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. To learn more, visit our Help Center.
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.
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.
To learn more, visit our Help Center.
No, but it may be an option in the future.
Self-installation is available for Internet only customers if you already have a Fiber Jack installed in your home. Customers that add phone to their plan also have the option for our Phone Self-Installation Kit. It requires no tools and minimal technical skills. 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. To learn more about self-installation, please visit our Help Center.
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.
Please contact us and we’ll help you out.
If multiple plans are available in your area, you can 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.
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 that 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.
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.
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.
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.
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.
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 our customer service center at 3605 Davis Drive, Suite 208 in Morrisville. See the Pricing and Fee Schedule for more details. If you have any additional questions, please give us a call at (844) 363-4237.
You may cancel your Google Fiber service at any time. If your plan included a construction or installation fee at the time of sign-up, and you've cancelled service before that fee was paid or waived, please note that you may be required to pay the outstanding 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 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.
If you cancel service, please leave the Fiber Jack in place and return your equipment to the Fiber Space. See the Fee Schedule for more details. If you have any additional questions, please give us a call at (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 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. To learn more, visit our Help Center.
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. To learn more, visit our Help Center.
Yes, Google Fiber offers three super fast Internet plans for small businesses in all its Fiber cities.
Google Fiber is offering three super fast Internet plans for small businesses with connection speeds up to 1,000 megabits per second.
You’ll get the same fast speeds both when you are uploading and downloading. Plus, no matter which plan you choose, there are no appointment windows, and no installation fees.
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.
Internet speeds up to 1,000 Mbps can help businesses in many ways. Imagine super fast uploads and downloads, HD video conferencing, and quick access to the cloud. Faster Internet speeds mean less time waiting and more time getting things done.
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.
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.
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.
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 IPs - $30/month: includes a /29 IPv4 subnet and a /56 IPv6 subnet
• 13 static IPs - $40/month: includes a /28 IPv4 subnet + static WAN IP
There are may also be additional taxes associated with static IPs depending on your location.
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.