Google Reviews 455

Google Fi is the worst international cell phone plan. Has left me stranded with no service. They marketed and advertise it as USA Canada and Mexico plan however they will drop your service and leave you stranded. Save your self a headache and time. Just Run away..

I'd been a loyal google customer for years until I decided to sign up for google Fi. There was no coverage whatsoever in various locations, I am not talking about rural areas, various locations in NYC. I spent weeks with multiple customer service reps without any luck or hope of fixing the issue and I eventually, gave up and decided to move back to AT&T. One of the lines I was transferring didn't get account number and pin to port out that would allow to retain the phone number that I had for 20+ years. I spent two days with endless number of customer service reps, who had no slightest idea what they are doing. I’ve never had such experience where the customer service reps not only don’t understand what they are doing but were also acting on a completely unprofessional way giggling and talking to other call center members while having me on the line waiting for them to respond to my questions. Some of them have reading comprehension issues, I provided a detailed background of the issue in the customer form, but would get a completely unrelated response to the questions asked. There is no way to communicate directly to the specialists that these reps are contacting on your behalf and they refuse to let you talk to the management team. So, you are pretty much on your own in case of any issues. STAY AWAY!!!

the worst service . They charged my credit card for data that I never use. Switched my cell service from Mint to google fi on 5/28/24 and they are charging for data usage from December 31. I canceled the service immediately and they refused to refund my cc. I filed a complaint with the FCC and continue disputing the charge with my cc.

NO customer service, just a customer run around. Less then 1 star. Less then negative 5 stars. 6 chats and 3 calls and nothing. I never bought they make it impossible. I was told to go to Best Buy. They have never heard of Google FI. Then I was told top go to a Google store. There are none in Florida after they researched, They then suggested I go to New York. The told to buy on line with overnight delivery of $15. But they do not offer that on line and now told not available. After 2 days and hours wasted I luckily never bought. Absolute waste of time and I now wonder if the sim card and service even work. So holding off. I can not get a sim card in time. There chat and I did 6 is either just non intelligent peop[le or AI stupid, I do not know if it was a real person. But never was able to get a sim card while in the US and leave tomorrow.

The sequence of events.
1) Check the website to see if adding a Data Only plan supports iPads. Yes it does.
2) Work with a rep to get set up. I upgrade my plan to get access to Data Only function. Rep then figures out my M4 based iPad isn't actually supported. I switch back to my original plan. Except it has a delay to the start of my next billing cycle. Rep says they can't fix that. I save a log as evidence.
3) I create another support ticket and ask for either a refund on the plan, or to revert back. Rep says wait for my billing cycle to end. So I do.
4) I create another support ticket and ask for a refund on the overcharge for the plan upgrade that didn't work for my needs. Rep says, wait for my actual bill. So I do.
5) I create another support ticket and ask for a refund on the overcharge. Rep says. "Sorry, even though you didn't use the service, we provided it". I tell them they didn't actually provide the service I was wanting to get. That I worked with a rep for the upgrade, and have a log of the transcript. Same answer. I ask them to escalate since either a supervisor type or even the binding arbitration might actually hear me out. I don't hear anything back.
6) Here we are.

For clarity. The above is a paraphrase of longer conversations.

Other nits. Adding Samsung phones to the Lineup saying they are compatible but they didn't offer the vanilla Android Experience, nor did they support some features like Visual Voice Mail. They eventually fixed the latter.
Also Having lost Sprint they lack the coverage they used to have.

As long as you don't need customer service it's fine. Sadly, if you do it's a nightmare. The CS people don't speak English well enough to understand you, so you have to change how you explain until, hopefully they do. Then of course you have to try and figure out what they're telling you for options.
We've been hit by a hurricane and have no Internet. I need not to be throttled down so I can keep my job. But upgrading my plan to unlimited won't help because it's another 10 days before it'll take affect. They will let me pay 10 gig till then so hundreds of dollars more to my bill. Instead of an additional 55 to upgrade. Thanks for nothing.

The worst customer service I've ever received. They charged my credit card for a protection plan on a phone for two years after I returned the phone to them as a trade-in. A case was opened in May of this year to handle the refunding of this money, totalling nearly $300, and despite me calling over a dozen times since then, I am repeatedly told to just wait longer, and that I cannot speak to the "escalation team" handling the issue, but just wait for them to email me.

I have switched carriers.

The reason: I have had no service for 2 weeks due to my SIM card stopped working and needing to be replaced. When i received my new SIM card after over a week of waiting, it was not working — my profile was treating me like a new user, I could not activate it because I did not have a pin and account number of my other provider— google was my provider. I was not a new customer.

Seeking customer support, I was told there was an outage in my area when I knew that wasn’t my issue, and later was determined it wasn't the issue when someone actually looked at my profile. I had to wait 3 days for someone to even listen to me and to help me troubleshoot. I had to repeat information because I was passed around to different people trying to help, and was told they needed a specialist to help me with a list of instructions. You’ve made it easier for me to just get service somewhere else; less steps, no “specialist” needed.

What a huge let down. I couldn't even get past ordering the phones. I purchased the phones, and via email they told me to wait for delivery and for further instructions. Then they sent an email a couple days later saying my order was not processed and instead cancelled. After about 20 emails back and forth and two more purchasing attempts I decided to go else where. I even called my bank to see if there was an issue there but I was told it was good on the bank end. After reading a bunch of reviews I'm glad it didn't go through. Google fi is extremely disorganized and the service center doesn't have a clue as to what is happening. I'd give them less than one star if I could.

I am giving Google Fi 2 stars as their pricing is great and the coverage is thorough.

But they get a big F on phone reliability.  We bought 3 phones for our kids through their 2 year contract program.  Within 9 months all 3 phones SIM cards failed simulations.  We contact Google Fi and were told this is a known issue with phones with physical SIMS.  We were told our only option was to proceed with our contract using old phones or paying for new phones that support ESIMS.  They told us they would contact us at a later time when the issue is solved.  2 months later and it continues to be radio silence.

I purchased a Pixel 7a from Google Fi in August 2023, and within 60 days, the phone stopped working. When I reached out for support, I was told I would receive a refurbished device as a replacement, which I contested since I had purchased a brand-new phone. The confusion only escalated from there.Despite purchasing the phone from Google Fi, the replacement was handled by the Google Store, and I was constantly bounced back and forth between the two entities, neither of which wanted to take responsibility. I was assured that the refurbished device would come with a one-year warranty. However, the replacement phone also stopped working, and now both Google Fi and the Google Store refuse to acknowledge their responsibility, claiming the warranty has expired.The customer service has been appalling. Calls often last over 40 minutes, only to be dropped before any resolution is provided. I've called seven times, and each time, I'm told that my case needs to be reviewed, only for the call to get disconnected. On top of that, I requested to speak with a supervisor and was promised a callback within 24-48 hours. It has now been four days with no follow-up.This experience has been extremely frustrating, and I want others to be aware of the poor customer service and lack of accountability at Google Fi and the Google Store. If you're considering purchasing a phone or switching to Google Fi, I strongly advise you to think twice. The hassle and lack of support are simply not worth it.

Was a 25+ year customer with Verizon but was alot higher. Well, its true you pay for what you get. Google Fi service blows. If t-mobile doesn't work in your service area google fi won't either. You basically have to live in a city for this service to be good. Rural areas you will be saying hello, hello alot! We went on a little weekend trip and since my husband and I are on the same plan neither had service. We can be on the interstate 25 miles outside of a large city with little to no service. The only plus was this service did hook up international very easy. We are paying for a lot of no service!

Absolutely worthless service. I tried to check out the trial, and they told me that my BRAND NEW phone, directly from Samsung, JUST RELEASED to the public, had already been used for a trial, and they would not give me a trial. So I signed up thinking it would work and got everything set up, and it didn't work. Data didn't work. The main reason I got it didn't work. I contacted support, and went back and forth on a ticket for over a week, and they couldn't provide a solution, so I canceled the service and demanded a refund. They would not give me a refund, so I charged back because the service was never provided, and they won the chargeback. So I lost $75 freaking dollars NOT to USE google fi for a week because it didn't work, and their support couldn't make it work. I will NEVER use Google Fi again. What a horrible, ridiculous experience and waste of money.

I do not recommend to get google Fi or their phones. I had a pixel 6pro and it started overheating so much, I had to call like 6 times and wait forever in order to get a replacement after a few months. They will literally force you to use the cloud on their devices, when you turn it off, they will turn it back on in every update they do. If you already have your pictures in the cloud, good luck getting them back into your phone, they only let you download one at the time, ridiculous!!!!!! But that's not all, even if you "download" the image back to your phone, if you delete it from the cloud it will still get deleted on your phone as well. Another thing is that they claim to have the best service in the world and I found myself without signal in a lot of places, the only good thing is the world wide roaming to be honest. Then I tried to pay off my phone since I had it attached to my monthly pay plan and oh boy, they didn't let me pay it!!!!!!! They say I had to wait til next month and the next billing cycle and that they do it that way just in case you change your mind. My experience with google Fi was absolutely disgusting. They're so shady, it makes me feel sad for all the people who let them get away with these things.

While Google Fi advertises it is the best phone for international travelers they will suspend your data if you use it internationally for more than 3 months. I waited 13 months and only used data in the USA as required and still they refuse to unsuspend it for international travel.
The good thing is they have saved me hundreds of dollars by making me use local sim cards, some as cheap as $4 usd for unlimited versus Fi's $10 per gb.

My google fi service ( calls, text, data) did not work for an entire billing cycle. Despite numerous emails with their elevated support team (20 some) they were not able to provide me with service. I asked if I could be credited for the month as they were unable to provide cellphone service and they said no. I disputed the transaction with my bank and after providing the bank with the emails from google telling me that they couldn't provide service but still were charging me and the bank granted the request. I canceled the service and got a new phone carrier. They emailed me saying my account was suspended (despite a couple months ago) and today I received a invoice.

GoogleFi disconnected my service completely both data and calling ability in the last week of my billing cycle for using too much data on their highest unlimited plan and than just lied to me when I complained. To be clear, my data speed wasn't throttled, I Was completely disconnected, could only call on WiFi. On the first day of my new billing cycle I magically had both data and could make phone calls again. To repeat, During a time when my bill was current I had my service disconnected for using too much data. Have a current BBB and FTC complaint as well. Customer service just kept telling me I was throttled over and over even though they knew I was completely disconnected. I sent screenshot after screenshot showing no service. Under sim option under networks It literally showed Google LTE (forbidden) and Google 3G (forbidden) as they terminated my ability to even contact the tower. Under about phone it showed I was in a (no service) (out of service) status as well. Horrifically dishonest business practices. And as I said on the first day of my new cycle my phone magically works again. Unlimited? Yeah right

GoogleFi is a poor excuse for a mobile company that claims they are the best.
Ever since I received my Samsung S22, I have had issues with the phone and the horrible coverage.
After the first month, my phone was over heating and I was unable to get wifi, no matter what city I was in, therefore, I
requested another phone.
Now after almost one year, my second phone doesn't work properly as well, and the coverage has gotten worse. Picture quality is out of focus (one of the camera's is defective), No wifi, even within my home, connectivity issues, unable to open a dot-com website (not secure), dropped calls over and over and over again. And the latest is that my "sim is not provisioned" and "sim 1 is not working", which means that my sim card is not activated. Huh?
I have called GoogleFi numerous times and they keep telling me that my "ticket has been escalated to high priority and someone will call me", which has never happened in all of these months.
One person suggested that I order a new sim card, which I did, and that one doesn't work either. So I called GoogleFi immediately to let them know and discovered that Googlefi has been having issues with the sim cards not working, which has been the same amount of time that I have been having issues. And once again I was told that my "ticket would be escalated to the highest priority and someone will call me". I'm still waiting!!! And when I asked when this issue will be fixed, the answer I received was, "we are working on it and we don't know when it will be fixed." Also, they asked if I tried downloading the e-sim, which I'm unable to do as well.
Googlefi is an Incompetent company, who is unreliable, undependable, and their customer service has no clue about anything. They're giving a lot of lip service and no results.
They are a disgrace to the mentality of intelligence. You may have some people fooled, however, you are not fooling the smart ones.
I've decided that enough is enough, and I'm moving on with another provider (and a new phone) that has an amazing track record.
Regards,
Unsatisfied Customer

Google Fi is the absolute worst customer service I have ever experienced. If they make a mistake, they blame the automated system, and have the nerve to hang up on you with a self righteous attitude.

Unbelievable and I hope this company goes bankrupt with these despicable practices.

After experiencing ongoing connectivity issues, I have been:

1.) Told to forward all of my customer service concerns to engineering (which makes no sense)
2.) Told to go to engineering with my financial concerns (which again, makes no sense)
3.) Told that despite us paying for a service we aren't receiving to "wait"
4.) Told that the format in which I sent a bug report was incorrect despite following the directions by sending a Drive link if the file was too large to attach to an email
5.) Waiting 24 hours at a time to get a response
6.) Lastly, hung up on.

To be frank, I would avoid this service like the plague. It's a complete waste of money and the headache it will create for you when something goes wrong isn't worth it. You won't get the proper support. You'll be sent from one team to the next. You'll get lag time in your responses and no one will give you a reasonable time frame in which a solution to your issue will happen. Do not waste your time or money.