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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.

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.

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, 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.

Do you have a TTY line for the hearing impaired?

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

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.

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 create a new 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.

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 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. 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?

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. Note: Your signup 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 (866) 777-7550.

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.

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 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.

Does Google Fiber have a small business product?

Yes, Google Fiber offers three super fast Internet plans for small businesses in all its Fiber cities.

What is Google Fiber offering?

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.

Are there any data caps on my Internet connection?

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.

Are there any service contracts? Do I need to keep my plan for a certain amount of time?

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.

How can super fast Internet help my business?

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.

Can my business sign up for Google Fiber?

To see if your business can sign up for Fiber, check your commerical address at google.com/fiber/smallbusiness. Please note that a site survey may be needed to determine whether we can bring Fiber to your location.

How much does it cost to sign up for Google Fiber?

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 more billing details, please check out the Billing section of the FAQ.

My address currently cannot get Fiber. When will it be available for my business?

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.

I just signed up. What happens next?

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.

What if I need to cancel?

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.

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.

How and when will I be billed?

Your invoice will be emailed to you at the beginning of each month and you will be automatically billed 10 days later using the payment method in your account.

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 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.

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. Please note that your plan does not 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 web servers use this address to send the information you requested back to your device. In the case of static IPs if your machine is a web server 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, 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.

Are there taxes or fees associated specifically with the static IP address add on options?

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.

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.

I’d like to sign up, but I feel I need help to get the most out of Google Fiber. Do you offer managed IT services?

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.

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.