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What is Google Fiber offering?

Google Fiber is offering an Internet connection speed 100 times faster than today's basic broadband, paired with crystal clear high definition TV.

What is a gigabit?

One gigabit per second (Gbps) is a 1000 megabits per second (Mbps) connection. A gigabit is 100 times faster than the Internet connection that most Americans have today, allowing you to get what you want instantaneously. You no longer have to wait on things buffering; it’ll be all ready to go when you are. So whether you are video chatting, uploading family videos, or playing your favorite online games, all you need to do is click and you’re there.

Why do I need a gigabit? How will I notice the difference?

Gigabit Internet makes everything you already do online up to 100x faster. No more waiting to buffer videos or upload photos.

But gigabit Internet will also 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. Imagine saving all of your work to the cloud in a blink of an eye—and never having to worry about losing files to a computer crash again.

A gigabit is the Internet experience of the future.

What is a Fiber Space?

A 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 ultra fast Internet. To find the nearest Fiber Space, visit our website and select your city.

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.

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 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.

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.

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.

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.

How do I sign in to My Fiber to manage my account?

Visit My 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?

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.

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 in your My Fiber account

Which new metro areas will be getting Google Fiber?

We're bringing Google Fiber to Raleigh-Durham, Charlotte, Nashville, and Atlanta. We’ve finished all of our work on the exploration phase, and are ready to start designing and planning our network in these metro areas. We are still exploring bringing Google Fiber to the San Jose, Portland, Phoenix, San Antonio, and Salt Lake City metro areas. It’s important to note that we are still working with all of the original 34 cities to bring Google Fiber to their community and we still hope to bring Fiber to all of them.

Which cities were included in the 2014 list of possible cities?

  • Arizona: Phoenix, Scottsdale, Tempe
  • California: Mountain View, Palo Alto, San Jose, Santa Clara, Sunnyvale
  • Georgia: Atlanta, Avondale Estates, Brookhaven, College Park, Decatur, East Point, Hapeville, Sandy Springs, Smyrna
  • North Carolina: Carrboro, Cary, Chapel Hill, Charlotte, Durham, Garner, Morrisville, Raleigh
  • Oregon: Beaverton, Gresham, Hillsboro, Lake Oswego, Portland, Tigard
  • Tennessee: Nashville-Davidson
  • Texas: San Antonio
  • Utah: Salt Lake City

Will you be expanding to other cities? When?

We’re continuing to work with the remaining 5 metro areas — Phoenix, Portland, San Jose, San Antonio, and Salt Lake City — and we still hope to bring Google Fiber to all nine of the metro areas. We have a lot of work to do with these 34 cities, in addition to bringing Fiber to customers in Kansas City, Austin, and Provo. If you’d like to stay updated about our progress, please sign up for our mailing list.

What would keep you from bringing Fiber to a community?

We hope to bring Google Fiber to every city on this list, but there are a few circumstances that might make it tough and even impossible to build our Fiber network in a city. The city’s checklist is the most important step towards making their community ready for the fiber-optic networks of the future. There are also some physical characteristics of a city that might make it really complex for us to build Google Fiber. For example, underground construction might be really difficult due to bedrock or unusually hard soil. In these situations, we would share what we learned in our studies with city leaders and we hope they’d be able to use that information to explore other options for bringing super high speed broadband to their residents.

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.

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.

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100 times faster Internet claim is based on the FCC’s benchmark for broadband of 4 Mbps download and 1 Mbps upload. Go to Google Fiber Help Center for further details. Service not available in all areas.