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Basics

FAQs

What does Google Fiber offer?

Google Fiber offers fast, reliable internet with powerful Wi-Fi and without data caps.

What’s a gigabit?

One gigabit per second (Gbps) is 1000 megabits (Mbps), a way to measure both speed and capacity for an internet connection. Google Fiber 1 Gig gives you internet that can get or send information up to one gigabit per second without data caps. That means enough internet for everyone in your home and all their devices. Google Fiber 2 Gig offers downloads of up to 2 gigabits per second (2000 Mbps) and uploads of up to 1 gigabit per second.

What’s a megabit?

One megabit per second (Mbps) is 1000 kilobits, the standard speed of the average cable internet connection download speed. Some Google Fiber customers may have plans measured in megabits, offering slower connections that 1 Gig that still provide reliable internet access without data caps.

Why do faster speeds matter?

Whether it’s streaming TV, working from home, video calling, gaming, or something else, many things we do today require fast, reliable internet for both uploads and downloads. Powerful Wi-Fi across your whole home means you’re not restricted to that one spot if you want a fast, reliable wireless connection. Whether wired or over Wi-Fi, the more people use an internet connection, the slower it may go. That’s why speeds faster than a single internet-connected device typically goes (such as 1 Gig) can make sure that everyone can use the internet at once without slowdowns.

What’s the Fiber Space?

In some cities, there’s a Google Fiber Space to help customers ask questions, get help, and sign up. Whether there’s a Fiber Space near you or not, we’re available to help you 24/7 by email, phone, or DM.

How do I get Google Fiber?

Check your address to see if Google Fiber is available in your area. If it is, you can pick your plan and sign up for service online or by reaching out.

We’re continuing to expand in existing cities as well as looking at new ways to work with cities to bring fast, reliable internet to more communities. Want to stay up to date as we grow? Sign up for email updates.

Does Google Fiber have a text telephone line for the hearing impaired?

Yes, we have a text telephone line at (TTY) 833-999-2889.

Please note that we can only respond to Google Fiber related inquiries, and we cannot offer assistance for other Google products that aren’t included in your Google Fiber service. For assistance with other Google products, please call (650) 253-0000.

What is Google Fiber doing to protect the health and safety of customers and communities against the spread of COVID-19?

Our top priority is keeping the Google Fiber team, our customers and our community healthy and safe. We're monitoring the novel coronavirus (COVID-19) situation very carefully and taking sensible, recommended precautions. Find more information here.

Plans

FAQs

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. Learn more about what affects Wi-Fi speeds.

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. To learn more about Fiber Phone, please visit our Help Center.

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). To learn more about monthly service and call rates, please visit our Help Center.

Can I make long distance calls with Google Fiber Phone?

Yes. You can make long distance calls from your Google Fiber Phone service at home, your mobile phone, and your computer. Calls made on home phone will be added to your next Google Fiber bill. Calls made on your mobile phone or on your computer using Google Voice require a credit.

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. Please visit our Help Center to learn more about 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 keep your current 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.

Self-Installation

FAQs

Is self-installation right for me?

Self-installation is available for our internet-only plans and for Google Fiber Phone. If you're eligible for self-installation, Google has already installed external equipment and a Fiber Jack in your home.

Self-installation isn't available if your Google Fiber plan includes TV service or battery backup for Google Fiber Phone service. If your plan has either of these services, schedule an appointment for an Installation Specialist to come out and install your service.

Requirements

Self-installation requires no tools and minimal technical skills. To help you decide if self-installation is right for you, have a look at the Self-Installation Kit or Google Fiber Phone Self-Installation Kit instructions for installing your Google Fiber Network Box or Google Wifi points.

After you sign up for a Self-Installation Kit, we'll send you an email that tells you when you can pick up the kit from the Fiber Space (typically the same day) or, if you chose to have your kit shipped, an estimated delivery date and a tracking number for your package.

Interested in adding Google Fiber Phone to your Fiber service plan? Here's how to add Google Fiber Phone to your plan. After you sign up, we'll help you determine which installation method works best for you.

Who is eligible for self-installation? What do I need to prepare?

Self-installation is available to residential customers who live in homes or apartments that already have a Google Fiber Jack or ethernet plate connecting to the Google Fiber network. Professional installation is required to install some advanced products, like 2 Gigabit Internet and Google Fiber Phone service that is integrated with a security system, and a very small number of multiple dwelling units not built for self-installation. If you are not eligible for self-installation, you will not see a self-installation option when you order services. Setting up your Internet service yourself requires no tools and minimal technical skills. Detailed instructions and all of the necessary equipment are included in the Self-Installation Kit. You can watch a step-by-step video or follow written instructions to connect your router and set up your Wi-Fi network. To learn more about self-installation, please visit our Help Center.

How can I perform a self-installation?

You can learn more about whether self-installation is right for you, watch a self-installation video for setting up a Network Box or Google Wifi that explains the process, or you can read the full instructions that come with the Self-Installation Kit for a Network Box or Google Wifi, or Google Fiber Phone Self-Installation Kit.

What's in the self-installation kit?

  1. Self-installation kit that includes a Network Box

  • Ethernet cables

  • A Quick Install Guide that shows you how to install your Google Fiber Network Box to your Fiber network

  1. Self-installation kit that includes Google Wifi point(s):

  • Google Wifi point(s) with power adapter cord

  • Ethernet cables

  • Fiber Jack power adapter cord

  • A Quick Install Guide that shows you how to install your Google Wifi equipment to your Fiber network

What's in the Google Fiber Phone self-installation kit?

  • A Phone Box power supply

  • An Ethernet cable

  • A standard phone cord (RJ11)

How can I get a self-install kit?

Sign into the Google Fiber website and, if you’re eligible, you’ll be able to select “send me a self-install kit.” You’ll then have the option to have the kit mailed directly to your address. If you’re in a city with a Google Fiber Space, you’ll also have the option to pick it up at your local Fiber Space. To learn more, visit our Help Center.

When can I expect my self-installation kit?

After you sign up for self-installation, you'll receive an email that indicates when you can pick up your kit from a local Fiber Space (typically the same day), or if you prefer to have your kit shipped, we'll provide an estimated delivery date and a tracking number for your package.

How long should a self-installation take?

A complete self-installation could take up to 1 hour to complete. This includes installation, set-up and any software updates to the equipment.

How do I set up my Wi-Fi network when I’m self-installing?

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 one hour of turning on your Network Box, you will need to turn it on and off before repeating these steps.

When will I be billed for service?

Billing for your service starts when your Network Box (included in the Google Fiber kit), Google Wifi point, or Phone Box (included in the Google Fiber Phone kit) is activated, or 7 days after delivery, whichever occurs first.

What are my delivery options for the self-installation kit?

If you're eligible for self-installation and you choose this option, there are three ways for you to receive your Google Fiber self‑installation kit or Google Fiber Phone self‑installation kit:

  • Have the kit shipped to your home address

  • Have the kit shipped to a different address

From the time an order is placed, the self‑installation kit will ship within 2-3 business days, or 5-6 calendar days if ordered on Friday. Delivery times differ from city to city.

Is a signature required when my self-installation kit is delivered?

When you sign up to have a self-installation kit shipped to you, you can ask the carrier to require a signature. To choose this option, check the box labeled Require signature for delivery when you sign up.

If you choose this option, the delivery carrier will require a signature from you or someone else at the delivery address, or from a building manager or neighbor, when the kit is delivered.

Account & Billing

FAQs

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. Select an issue here if you're having trouble signing in to your 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?

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.

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 that 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.

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.

How much are the “applicable taxes & fees?”

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.

How much will my total bill be?

This depends on which Google Fiber package you choose. 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.

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.

How do I check if there is an outage in my area?

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.

How do I move my Fiber service to my new address?

To start your move process, contact our customer support team. Learn more at fiber.google.com/move.

Policies

FAQs

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?

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.

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.

Small Business

FAQs

Does Google Fiber have a small business product?

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

What is Google Fiber offering?

Google Fiber is offering two super fast Internet plans for small businesses with connection speeds up to 1000 Mbps.

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 1000 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/business/. Please note that a site survey may be needed to determine whether we can bring Fiber to your location.

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/business/.

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 my service?

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. We’ll give you a pre-paid mailing label to ship your equipment back to us. If you’re in a city with a Google Fiber Space, you’ll also have the option to simply drop it off. 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.

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. To learn more, visit our Help Center.

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.