We’re here for you
Frequently asked questions for
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.
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 bandwidth 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.
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.
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.
Yes we do, and it can be reached at (TTY) 855-764-9300.
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.
We can’t bring Fiber Phone to everyone at the same time, so we’re doing it in phases. We’d love to keep you updated on our progress. Sign up for updates and be among the first to know when it’s available in your area.
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.
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.
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.
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.
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.
Yes. Both our Network Box and our TV Box include advanced 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.
No. Wi-Fi is slower than wired connections. However, the Wi-Fi technology in our Google Fiber Network Box will provide for great connectivity.
Visit My Fiber and sign in with the email address and password associated with your Google Fiber account.
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.
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.
Please contact us and we’ll help you out.
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.
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.
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
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 in your My Fiber account
To cancel, please contact customer support by email, chat or phone. You can reach us by phone at (866) 777-7550.
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.
We’re bringing Google Fiber to San Francisco, Raleigh-Durham, Charlotte, Huntsville, Nashville, Atlanta, Salt Lake City and San Antonio. 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. Most of these areas have also started construction. We are currently exploring bringing Google Fiber to the San Jose, Portland and Phoenix metro areas, as well as the cities of Chicago, Irvine, Los Angeles, Louisville, San Diego, Oklahoma City, Jacksonville and Tampa.
- Alabama: Huntsville
- Arizona: Phoenix, Scottsdale, Tempe
- California: Irvine, Los Angeles, Mountain View, Palo Alto, San Diego, San Francisco, San Jose, Santa Clara, Sunnyvale
- Florida: Jacksonville, Tampa
- Illinois: Chicago
- Kentucky: Louisville
- Oklahoma: Oklahoma City
- Oregon: Beaverton, Gresham, Hillsboro, Lake Oswego, Portland, Tigard
Our teams will have ongoing meetings with the mayors and staff from these cities, to work collaboratively on the checklist over the next few months. Simultaneously, our engineering team is already studying all of the local factors that would affect construction plans (e.g. hills, flood zones, housing density, condition of local infrastructure etc.) and based on that information, will project the costs and timelines for building a new fiber-optic network in the area. This work will continue throughout the coming months.
For now, we’re focused on serving customers and designing and building networks in the cities we’ve already announced. If you’d like to stay updated about our progress, please sign up for our mailing list.
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.
We’re not ready to start this process with additional cities, so we don’t have any official referral process right now. But if you want to help your city become more fiber-friendly, you can introduce your government officials to our “Fiber Checklist”, which outlines some simple steps cities can take in order to encourage local fiber development. You can also sign up to receive updates about Fiber on our website.
We don’t have an estimate of how long this exploratory process might take and we have a lot of work to do before we would have a timeline to share. If you’d like to stay updated about our progress, please sign up for our mailing list.
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.
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 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.
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.
We offer an Early Access program for small businesses in select areas.
Google Fiber is offering an Internet connection speed that’s up to 1,000 megabits per second.
One gigabit per second (Gbps) is a 1,000 megabits per second (Mbps) connection.
Google Fiber makes everything you already do online go faster. No more endless buffering.
Google Fiber will also revolutionize the web in new ways. Imagine chatting with your clients and colleagues via HD video conference, or collaborating on a work project with contributors across the globe in real time.
Google Fiber is the Internet experience of the future.
If you’re using your Network Box as a router, you can connect up to 128 devices on wired connections and up to 20 devices on your wireless network. If you are you using your own router, the number of devices that you can use will vary.
With speeds up to 1,000 Mbps, Google Fiber brings super fast Internet to your business. This means instant uploads and downloads, HD video conferencing and quick access to the cloud. This allows you to spend less time waiting and more time growing your business.
We’ve launched the Early Access program to allow select businesses to be among the first to get Google Fiber for Small Business. During Early Access, pricing is guaranteed for one year. While not every business will be eligible at this time, we plan to expand the program as we learn and grow. Learn more at google.com/fiber/smallbusiness.
Check to see if your business qualifies by entering your address at google.com/fiber/smallbusiness. Signing up for the Early Access program doesn’t guarantee service to your business. A site survey will determine the feasibility of bringing Fiber to your location. Once the site survey is passed, we’ll schedule a time for installation.
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 one year from your date of installation, Fiber will be $100/month. For more billing details, please check out the Billing section of the FAQ. Prices don’t include additional taxes.
We’re just getting started, so the Early Access program is limited right now. We plan to expand as we learn and grow. We’re keeping track of areas with high interest — you can indicate your interest by signing up for email notifications after you check your address.
The process for getting Google Fiber for your small business is different depending on whether your business is in a single business unit or a multi-tenant unit. For additional details for your business type, please visit our Help Center.
Although we would hate to see you go, you can cancel your Google Fiber service at any time by giving us a call at (855) 418-8326. You will need to return your equipment to your local Service Center. There are no cancellation fees during the Early Access program.
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.
You will receive an electronic invoice at the beginning of each month and you will be automatically billed 10 days later using the payment method in your account.
Google Fiber for Small Business does not include cloud storage at this time.
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 static IPs to your service, you must use your own router. If you choose to add one or no static IPs, you can also use your own router, but we will provide you with a Google Fiber Network Box that can serve as your router. For more information, please visit our Help Center.
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 webservers use this address to send the information you requested back to your device. In the case of static IPs if your machine is a webserver 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.
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, or 5 static IP addresses. If you sign up for 1 or 5 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 IP - $30/month: includes a /29 IPv4 subnet and a /56 IPv6 subnet 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.
Yes, you may wait to select an installation appointment, in which case we will notify you when more appointments are available on later dates. However, Google Fiber may terminate your service if there are excessive delays in scheduling installation.
Service not available in all areas.