We’re here for you
Frequently asked questions for
Google Fiber is offering an Internet connection that's up to 1,000 megabits per second. Fiber also offers Internet + TV plans, and customers can add home phone service to any plan for an additional cost.
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.
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.
Creating a brand-new fiber network takes time, so we build in phases. Each of our Fiber cities is grouped into small communities we call fiberhoods. For residents in single family homes, sign-ups are open for a limited time. That way we can lay our fiber to multiple homes in the same neighborhood. Once sign-ups open in your fiberhood, you can check your address to pick your plan and sign up for service. Please note that you can only sign up during your fiberhood’s open sign-up window. Once the window closes, we’ll need to move on to other parts of the city. Getting Fiber in apartments and condos works a little differently. Once your building is installed with Fiber, you can sign up at any time.
Yes we do, and it can be reached at (TTY) 855-764-9300.
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.
No. Wi-Fi is slower than wired connections. However, the Wi-Fi technology in our Network Box will provide for great connectivity.
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.
Fiber subscribers can add Fiber Phone to their plan for an additional $10/month (plus taxes and fees).
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 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.
Sign in to the Fiber website with the email address and password associated with your Google Fiber account.
Please contact us and we’ll help you out.
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. Please note that your $10 sign-up 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 by signing into your account on the Fiber website.
To cancel, please contact customer support by email, chat or phone. You can reach us by phone at (844) 36-FIBER.
The applicable taxes are dependent on your local and state sales tax, as well as the Fiber service plan and additional packages you select. The exact amount will be listed on your monthly bill and is available for you to view at any by signing into your account on the Fiber website.
This depends on which Google Fiber package you choose. Here is an overview of all of our plans and pricing. When you sign-up for your plan, you’ll be able to see a full summary of your costs. These plans are subject to taxes and fees, which will vary based on your state and county.
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.
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.
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.
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.
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.
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.
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.
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.
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.