Google Reviews 455

Awful service. Constant dropped calls or no internet. Switched to Visible and it is amazing for half the price.

I am fuming about their service! I have always been a fan of Google, so I thought let's try Google Fi because they are piggy backing T-Mobile and it's contract free. The signing up process was smooth (of course, they wanted another customer to fall victim of their service). Then this is where the nightmare begins. I was guided by the app to port over my number from AT&T, so when I got the port over authorization pin from AT&T and about to complete the transfer line process, the app kept returning error message saying my AT&T account info is incorrect. Then of course it's their system messed up. The next day I raised the query with their online chat service, the rep (Shanthi) said "If you have any further questions for me, please let me know. Just to let you know, my working hours are 9:00 AM to 07:00 PM PST, from Wednesday to Sunday." Yet, 2 days later when there's still no update, I reached out again and only to find out he's on leave!! Fine, people are allowed to go on leave, but don't you think you could at least inform your customer who you committed to taking care of? What's worse is that Google Fi mucked up my AT&T transfer service and I have completely lost cell service!!! So I ended up calling the customer service team today and been on the phone with them for OVER 10HRS & ending up conference calling with AT&T, because AT&T confirmed that the number transfer is completed while yet Google Fi mucked up. Absolutely fuming!!!! DO NOT TRUST GOOGLE FI

And the interest is not writing a super long review I'll just break it down to the key points. Google fi lied about the amount of service (data service) they gave me. Google fi charged me double for the phone I bought from them. During the process of trying to get everything straightened out, Google Fi techs signed me up for one of those harassment Services where they would call me every night at 2:00 a.m. Plus they sent me a bunch of malware that makes my phone that they charge me double for malfunction. Do not buy Google fi you will regret it

THE WORTS EVER SERVICE I RECEIVED, ARROGANT CUSTOMER SERVICE.
I switched to Google Fi in Aug 2022....right off the bat, we had some annoying issues with our iPhones (2 lines). however that was just the beginning. I very soon realized we had NO INTERNET connectivity whatsoever when international (one of the main reasons we switched as we travel a lot)...in addition no MMS, group texts, picture texts unless between iPhones. It took 8 months to fix the issue....endless hour long calls with the customer service, literally a thousands emails, just never able to fix the problem. We decided to insist and hopefully get recognize some reimbursement...FORGET IT. 8 MONTHS later we can take advantage of the services we asked for, HOWEVER we had to pay for all services since DAY 1.
They offered 20 dollars credit. I told them to keep it. NO IDEA, NO RESPECT for people. Be ashamed Google, i was not expecting this from you. We will change carrier.

I had Google FI for a few months, love, love, love their services. What I dislike: Google Pay suspended my account because they couldn't "verify me". I've been trying to pay my bill for literally 2 weeks, but to no avail. Due to the fact my account is suspended, I wasn't successfully able to pay my bill. I called them and BEGGED them to verify me with the uploaded picture of my Driver License, but they did nothing. They gave me a 1 week extension on my services, with the hope of Google Pay verifying my account. 3 weeks and still not verified after I sent all of the required information for verification purposes. Due to the fact that my services were due to be interrupted today, I had to cancel Google Fi and switch to another provider, and that I did. I am so so so so so angry because I was simply trying to pay my bill. I loved their services, but they're Team, they're horrible. Don't go with this company, you'll regret it 100%! Now my credit will be affected, simply because they won't allow me to pay my bill. Thanks Google Fi for this horrible horrible horrible experience. I'd give this a negative 5 star review if possible.

Paying 95 bucks for 4 lines ain't bad. Unlimited data, although we usually don't use more than 18 gigs a month between us. The service is atrocious. I looked it up before I purchased the service on their coverage map and it said it was OK. It's crap. Called up customer service and they played it off like one of my nearby towers isn't working right and they were going to send a report to have it worked on. Yea right. My phone can have 4 bars of 5g and have zero service. Quarter of the time I just have an E (emergency only) where my service symbol is at the top of the phone. Going to wait untill the end of my billing cycle and try another carrier.

This is the VERY SHORT version of a very, very, very long, ugly story. I'm going to post the full version with screenshots on my blog. Anyways... here goes:

I ordered a Google Fi phone in 2021 because I couldn't get a good signal with Verizon, AT&T was too expensive and—lo and behold!—Google promised to deliver 5G in my area. Google Fi is carried by T-mobile, and don't believe for a minute what either of them are saying about their 5G network coverage. You'll see why in a second here...

As it turned out, the best I was EVER going to get from my new phone in my semi-rural stomping grounds was 2 bars of 3G/LTE. And sometimes 1 bar. And sometimes no bars! But I didn't know any of that at the beginning.

Not long after I got the phone (and it became clear that the regular customer service people could not help me), I was put in touch with the Google Fi tech dept. Google Fi itself admitted that I was not getting what I was promised. The techs proceeded to try and fix the problem. To their credit, they were professional and competent (at least it seemed that way from my end—who knows?).

Unfortunately, after weeks that turned to MONTHS of back and forth and seemingly endless aggravation, they concluded that I was never going to get a better signal than I had. In fact, one tech told me in confidence that there was a problematic cell tower in my area that needed to be repaired/replaced/upgraded. Until that happened, I was never going to have anything close to the 5G I was promised. And who knew when and if that tower issue was going to be addressed?

So at this point, I was flat out told by the Google Fi techs that I should get a refund, and that's when the real fun began.

NOT!

What ensued was further seemingly endless back and forth with the frequently barely comprehensible offshore folks of the Google Fi customer service dept., who PROMISED ME on multiple occasions that I was entitled to a FULL REFUND. I'm not kidding, either. I have the screenshots.

The first thing I needed to do was return the phone in good working order. They got it back in "like new" condition.

Following this, I was told repeatedly and often by different reps (you could never get the same one twice), in chat or on the phone, that my refund was being processed. Further weeks and then months went by. When pressed on where my refund was, they eventually began falling back on the excuse that "the tech dept. must approve the refund."

Oh, I see. You didn't know that at the start of the process? Besides which, it was the tech dept. that TOLD ME I deserved a refund. SMFH.

Finally exhausted and totally exasperated by the interminable run around (can you say "Groundhog Day"?), I was FINALLY (after multiple attempts) able to reach a supervisor, who told me she had authorized the full refund.

Yay! Right?

Wrong.

What happened next was shocking beyond words...

A few days later, while blithely believing that my money was coming, the exact opposite occurred. Instead of seeing a full refund in my PayPal acc't, I learned that Google Fi had CHARGED ME FOR THE PHONE: $350.50!

Needless to say, more phone calls and chats ensued! But I was screwed. That was it. They refused to talk to me. CASE CLOSED!

In the end, I did get SOME of my fees back (explain the logic in that), but not all. Not close.

The final tally is that I was ripped off to the tune of $540.33 for a phone I don't own which never worked right.

How about that?

Nice one, Google Fi, nice one.

P.S.: PayPal was completely worthless on this matter, too. Not only did they refuse to help me, their rep was rude and even kinda nasty. Go figure. This flies in the face of other experiences I've had with PayPal, so I can only assume this was because it was Google, and PayPal doesn't want to tangle with the Big G.

I ordered a replacement Pixel 7 phone and days later received a doorbell instead. After hours of customer service, sending photos by email, I now have to return the doorbell then wait for something to happen... Nobody at Google has any idea when I might get a phone. I will have to go buy a phone tomorrow at another store... Terrible

Worst customer service ever. It's mind-boggling how awful the "great" Google is at something that should be so simple and the cornerstone of any good business. I have now not been able to receive phone calls for over 4 months and counting. I'm unable to speak to a human being about my issue. The service techs are just a buffer between users and the "teams" that do (maybe do?) the actual work. It is impossible to speak to anyone who has any idea what they're doing. They assure me everything is being "worked on", and 4 months later I still don't have service. I'm still getting bills like clockwork though -- there is never any issue with those!! I have literally missed calls from work; from doctors; from my apartment building about carbon monoxide issues; from movers regarding my possessions; and who knows what else! I cannot fathom how or why Google cannot answer me after all this time. I have a compatible, high-quality phone. Google Fi is the worst service I've ever encountered. What they're doing should be illegal and is posing a life-safety risk in the case of my apartment issue, for example. They don't care at all about their customers. I'm considering legal recourse and am exploring other options.

Trade in with google fi is a scam they’ve taking the money of good working people with empty promises and then returning the old phone after the purchase is done with no more availability for return of the new one
They were the one initiate the offer and then did no stick with that coming up with lies and cheating
I will get the all family drop off the service, leave google and go with someone else

I got lured i to Google Fi by their low cost plan and soon realized there was absolutely no customer service.
My 4a5g Pixell phone died two times under warrently and then two times more within the 3 years I ahd it. The last time it died I ordered a new phone from Google Fi and was told it would arrive in 3-5 business days. When I tracked the the shipping it said 2 weeks out. When I tracked the shipping a second time it said a month out. With no phone for already a week I cancelled the order.
Customer service I swear must be a robot, not real people. Despite explaining three times that my 4a5g was dead I was told to use the apps on the dead phone to transfer to the new one. Then I was transferred "up" to the "concerning team". I got the very same runaround. Finally an emplyee at Walmart solved all my problems for me, after a week of frustrating back and forth with FI so called customer service.
I am out of my contract with Google Fi, and now have a reliable Samsung phone and a reliable contract with real people through ATT.

My husband and I started service with Google Fi in October 2021 because I was impressed with the call-blocking feature of the service. After a year and a half of good service, we are suddenly living a nightmare. BOTH of our phones just blacked out and stopped working within a week of each other. Although we were given several options, the most logical one to go to a customer care location was nearly impossible because the only location we could go to was waaaaaaaaaaaaay too far for us to travel. We contacted Google Fi customer service and it took them a whole week before they would send us the return labels to return the phones to them. Since we didn't have the money at the time to pay in advance for replacements, we had to FIRST send back the broken phones BEFORE they would send us the replacements. They have now had our phones in their possession for over two weeks although we were told that it would only take them 3 to 5 business days to ship the new phones once they received the old ones. We were counting on that because of our business situations. It has been now going on four weeks since we had our phones!!! To date, they still have not shipped us the new phones. We had to FIND our old T-Mobil phones which are supposedly compatible to Google-Fi's network. THEY ARE OVER 4 YEARS OLD AND THEY SUCK!!! Half the time, we cannot get calls, make calls, and we barely can make or receive text messages. We were told that we have to wait for an email letting us know when the new phones have been shipped and to receive a tracking number. THIS HAS BECOME A NIGHTMARE! I have a home business and I have been in limbo for nearly 4 weeks waiting for Google Fi to make good on the service they promised. EVERYDAY I am on the verge of losing my mind and screaming at the top of my lungs because of the level of frustration that I have reached. My husband is as disgusted as he can get because he is in the same boat. The customer service is the WORST I have ever experienced. They have no sense of caring for the customers' situation! They couldn't care less about whether or not you have the ability to communicate with the outside world because of your non-phone service. I can actually visualize them sitting around drinking coffee, chit-chatting and laughing with each other while a pile of broken phones sit piling up in the background. Their sense of urgency to satisfy the needs of customers and make their situations better is null and void. I will never recommend Google Fi to anyone I consider a friend or family member. It's almost a shame to say that I wouldn't recommend their service to my worst enemy. It's just too horrible to imagine.

278$ Google Fi bill on the lower plan because I wasn't using that much data but suddenly I used 50 gigs that month. Today I used .4 gigs. Watch no videos I uploaded no videos on my Google photos is off. As soon as I'm done with my 32 days to get my discounted phone which as glitchy and jinky as this as 22 Ultra is and I'm a Samsung fanboy I can't wait to go back to Metro where I just paid my $70 and never had an issue whatsoever

Giving them one star is one star too generous.
It takes them 24 hours to do anything, and nothing gets done with in 48 hours yet.
The customer service agents are ignorant robots. The "higher team" and specialists never shows up.
When asked to escalate the case they will repeat the canned phrases and abruptly end the conversation if you dare to ask more questions.

Google Fi service is absolutely atrocious! From day one I paid for 2 lines, which I never received yet they still wanted me to pay for service I was never getting. Over 150 dollars for 2 lines?! Terrible! I switched back to a real carrier and started paying 80 for 2 lines! Google Fi is a rip off and they won't adjust the billing amounts, provide extentions or switch to another date of the month. Worse service in the history of services

Shocking runaround on customer service. This is at a level you can't even imagine. I can't continue to call, chat, and email them any more. A week has gone by without me having phone service

very bad customer service. i want to port my numbers in google fi but not successfully after waste 6 days. very disappointed with google.

I was a google fi customer for about 8 years and initially their customer service was first rate. They were very responsive and even had an actual telephone number to call and speak to an actual living person. Issues were resolved on first attempt. As years rolled on phone quality tanked and customer service devolved becoming non-responsive. SEVERAL supposedly new phones failed between 3-12 months of use. The pixel phones are junk. I have always carried insurance on all my phones even when under warranty. My 2nd phone with them was a Pixel 2, it failed and was replaced with a refurbished phone. Eventually tge refurbished pixel 2 also failed and I upgraded to a new pixel 3 i believe. Roughly 3 months in, it failed and again was replaced with a refurbished phone very easily. Next upgrade was to Pixel 5, which started having problems aroud the year mark and by now (currently) there's no longer the option to speak to a living breathing person of any nationality, okay I'm fine with chat, HOWEVER, the chat people can no longer do ANYTHING. So I now believe there is not even a person on the chat, it's probably crappy AI. Chat now says they must elevate your issues to a supervisor via email and you have to wait on the supervisor to send you an email response to your customer service issues (could be several days). My issue was the pixel 5 failure was never resolved, I was not offered a replacement even though the phone was still under warrantyAND insured. Oh and the email from the supervisor basically said my issue was being escalated and i never heard from them again, so I terminated service.

Google FI will Rip You Off.
Cancellation Is very difficult . They will keep charging your card even after you complain . You can't even remove your card from their system ( They claim they need to keep it for two bill cycles after you cancel service . But they continue to make charges to your card in the meantime .
Terrible service/ support .
Their call center employees have no discretion or authority . They just keep quoting canned phrases . Like a bunch of robots .
Don't get fooled into signing up for their crappy service . THEY SUCK !

One of the better networks for us people, kind alike what three was in the uk