Google Reviews 455

Terrible service that goes in and out as you cross the country.

Google Fi has some of the worst customer service I have ever seen. I just saw a coworker of mine on the phone with them for a couple hours. They had her restart her phone multiple times and then they had her do a factory reset. They didn’t make sure any of her information was backed up and she lost everything on her phone and it is now unusable. Then they hung up on her.
They are still trying to make her pay for the remaining time on her plan.

GOOGLE FI.....!! DO NOT DO IT!!!
just WOW! so i started up with FI at the end of march! thinking i was good.. NOPE! WRONG! Find out my service is off because i didnt pay two weeks after i started services. So talked with customer service they said i owed already. They say it says in the finer print that payment is due with in two weeks after service starts. When I started with FI, I did the credit check it said I owed NOTHING! at the start of service to find out later that i owe two weeks after I started what is this BS! atleast the other blood sucking carriers tell you at he start that you owe and if you dont, you just pay after the end of your service month which is FAIR! Seriously Just dont waist your time with FI try to stick it out with your carrier! unless the service is that bad that you half to leave! FI is just a big headach that you are asking for if you move to them! i even moved my number to them! I am not staying that is for sure..

I expected to pay $500 for an upgrade. I've since paid an additional $1300 for no reason that I can figure out on my own and no one to talk to. Don't go with Google Fi. If you're going with a big guy go with ATT or Verizon or any store that has brick and mortars. If not go with a budget provider. Google Fi is not the solution only a bigger problem. Stay far far away.

It took me over four months to close my account. Despite reporting them to the FCC, they still retaliated against me. Their customer service was poor, and their phone service was expensive. They were unresponsive to both phone calls and emails. It was a nightmare; they deliberately delayed closing my account to accrue additional charges. To make matters worse, they falsely reported me to credit bureaus for non-payment of a deficit balance they themselves created. I strongly advise avoiding them; they consistently overcharge for mediocre service.

Google Fi Wireless is a nightmare! Hidden fees, bad useless service, MORE charges for nothing! NOT recommended at all! Don't waste your money!!! We canceled their service after a month and went back to our old Crickets. Just because Google has a big name it does not means they are good service/business! Please Don't waste your money!!!

Pretty much the same experience as everyone else here. I am being forced to pay for a pixel 8 that never ever worked, was returned *twice* and I don't even have currently. I tried repeatedly to resolve through customer service (hours and hours) and they are still going to charge me monthly. Theoretically, they are going to mail me a new one. I can't afford to just pay for this expensive phone out of pocket all at once so I am forced to continue service until it is paid off.

HORRIBLE!!!!!!!! I have been on chats and phone calls all week, over a very simple, straightforward issue, and have been given only major run-around, silence, and useless stock answers with no resolution. After a week of this, I have to resort to quitting my service and buying a whole new phone from another company.

Absolutely horrible customer service. No one speaks English natively and they just repeat themselves. I have no voicemail for two months and they are absurdly incompetent. Stay away, you get what you pay for!!!

I was on a trip in Mexico and one of the group that I was with recommended Google Fi. The woman said they were great. Great international coverage, blah, blah, blah. The service I was with, Consumer Cellular, did not have the best international coverage. So, upon my return to the States, I subscribed to Google Fi.

BIG, BIG, BIG MISTAKE! I have now had the service for just about one month. My phone (an IPhone 13 Pro) goes down with regularity. As in once every 4-6 days, if it is up for that long. The phone will not connect to the cellular lines of T-Mobile notwithstanding the Google Fi BS they throw at you that "All cellular (non-WIFI) goes over T-Mobile's system. All I get in the bars section of my phone where to connectivity strength is displayed is "SOS" (i.e., no connection).

Each time I have been forced to call Google Fi help/customer service. Calling Google Fi help/customer service has NOT BEEN AND IS NOT A PLEASANT EXPERIENCE; INDEED, EACH CALL IS NOTHING SHORT OF PAINFUL. Each time I have spent not less than an hour on the phone. The last time was yesterday.

Fair warning, help/customer service is based in Thailand (at least that is where the representatives handling each of my calls have advised they are located). When you ask to speak with someone in the United States as I did, they tell you that you can call back until someone in the US answers. When I asked, "What are the chances of that happening in view of the fact that I have now called help/customer service at least 7 times and each time reached the Phillipines?" The representative said "Not very good.
No one in the US answers help calls for Google Fi." Uh, why the hell did you suggest that I call then!!!!

Be prepared to have significant difficulty understanding the representatives. I travel internationally frequently. I have a pretty good ear when it comes to understanding foreigners speaking English. At least 1/4 of each telephone call was spent me asking the representatives to repeat themselves because I could not understand what they were saying. Be forewarned that the help/customer service representatives have no actual knowledge of phones, the Google Fi application, program, or service. All the help/customer service representatives that you would talk to do is parrot back a script and follow a decision tree in a book or on their computer. They tell you to follow a bunch of pre-determined steps. These people are not intuitive, nor do they have any actual experience to offer. All they do is follow the same script and the decision tree in a book/computer screen in front of them. Make sure you have PLENTY of time to deal with Google Fi "help". Be prepared at EACH STEP for the representative to put you on hold for 2-5 minutes. It is absolutely maddening. The representative putting you on hold is code for, "I do not know what the hell to do or to tell you next even though I have been through this thousands of times, so I need to go read the decision tree as to what I need to tell you do next."

Of the at least 7 times that I have been forced to call Google Fi help/customer service, each time they tell you that if the phone gets disconnected, they will call you back. NEWS FLASH - The phone WILL get disconnected, guaranteed, when the representative cannot resolve the problem, AND THEY WILL NEVER CALL YOU BACK. This is their standard operating protocol when the representative cannot help you and knows it, they simply disconnect the call. So, when the line gets disconnected, do not be so foolish to wait by your phone and expect that they will call you back, they will not. It is all BS. I raised enough hell that they finally "escalated" my "case" supposedly to the "technical section" of Google Fi Support. Be aware that they will not call you either. And when they cannot resolve the problem, no surprise here, they try to blame it first on the hardware, i.e., "Your phone is the problem." And when you tell them that your phone was working perfectly before you (STUPIDLY!) elected to switch to Google Fi, they will then tell you the next line of BS that the Google Fi app/program on your IPhone is a beta version and does not work all the time. Duh!!!! Well, what they do is fraudulently represent on the website when you conduct the "compatibility check" that (for me) the IPhone is compatible (save that there may be some problem texting to Android phones). Then when what Google is peddling does not work and you are smart enough to not let them lay it off on your phone, they, in essence, tell you, "Hey, the Google Fi app/program on IPhones is a beta version. You were just a moron to believe all of the fraudulent misinformation and representations we made on the website." My phone since subscribing to and installing Google FI has not worked worth a damn. I would STRONGLY advise everyone against subscribing to Google Fi.

Google support is THE WORST I've experienced. They're rude, not helpful at all and they suspended my international data because of miscommunication given by their own team. On January 29 I wrote them letting them know about a concern I had because they said they will suspend my international data if I didn't come back to the US on the next 30 daya and spend 7days on the territory. I was travelling in Australia wasn't coming back to the US on March 1st. Asked what could I do to avoid the suspension they answered if I paused my service the days wouldn't count. I paused my(expensive) service and they still suspended my data. Terrible experience and no solutions for a 70 usd service a month

I just called support trying to get an understanding of how to sign up with a plan and was talked around in circles and couldn't get a straight answer. That told me everything I need to know ahead of time: I won't sign up with a service if that's the kind of "support" they have. They need to get it together.

Google fi is unwilling to stand by thier word about unlimited data. After so many gigs it slows way down. I tried to get my billing date changed as well due to my pay schedule and they were not willing to work with me at all. They claim the payment dates are computer generated can not be changed. So every month I was getting partial suspension and I work from home and must have my phone. Before I get fired from a 20 year job I'm going to switch service.

Customer service is horrible. Nothing but scripted responses. They don't care about you.

The actual phone service isn't bad, and they cost and promos are nice. Unfortunately when things go wrong support services are beyond useless. They are in fact complete blobs. They CANNOT do anything. They don't even read what you send them half the time, and they do not understand how to help all the time. I can recommend the phone service, but only if you'll never need their help.

Bought a Phone From them, Worked perfectly for a year, then start having issues with it saying emergency calls only. after a few weeks of issues, they tell me my phone isn't compatible with FI, and never was. which makes me wonder why they sell it. a few times it was clear their tech support gets paid per ticket, because multiple times they just told me temp outage, and canceled the ticket

I purchased Google fi with so-called unlimited data towards the end of last year and did so specifically for international travel. I have never been more disappointed in a telephone plan. This seems like a scam and outsourcing customer service to the Philippines is not a way to take care of customers who are paying over $100 a month for telephone and internet services. You guys should be ashamed of yourselves. I've been out of the country for 2 months and got an email the other day saying that if I don't return to the US in a month, my international data will be suspended indefinitely. I never heard about this anywhere and was told to check the terms and services. Yeah right. Who is going to read something in attorney probably wrote and probably doesn't even read? They should be regulated by the government with this kind of corruption.

I have what they call unlimited data. Unlimited data consists of limited data and some other fictitious unit. Using my mobile hotspot I live alone I have four devices and one of my devices that I own is the mobile hotspot, my Samsung a 54 apparently it uses 10 GB on its own of its own tethering, and it is limited service to 50 GB you go in it doesn’t say anything until you get to the fourth screen about how it is limited when it’s called unlimited then it says the 50 GB that you’re given is free and unmeasured well, if it’s unmeasured, then how do you know I got to 50 GB this is what happens when people outside our country are handling our business. I’m canceling all of it. Google has turned into a monster.. I’m going with star link I don’t need Google all the lies have to stop and the double talk. Call centers with people that don’t know what they’re talking about. Can’t speak the language I’m over it Elon Musk here I come yeah it’s 599 for the unit but it’s 100 bucks a month unlimited and I don’t have to worry about what the heck I use! Enough is enough!

T-mobile works better and service better also phone works miserable one.

We had an issue getting through to customer service about a year ago, and had been having some coverage issues, so I decided that if a better deal came up, I would switch. Well! Google Fi made switching nearly impossible!! I have never been more frustrated with a utility company. Never!
FIRST: they will not give you your account number and transfer pin until you actually cancel. Which means no access to texting or calling. How is one supposed to call the new service provider with the pin if there is no service?
SECOND: If there is more than one person on your account, each line has a different account number and transfer pin. But once you cancel the account, you only have access to the numbers for the account holder. Which means I was unable to get the account number and transfer pin for 3 out of the 4 lines I pay for.
THIRD: When my children opened the links that were sent to them (Children) they were prompted to pick new phones and phone plans. They were not given access to the transfer information because the account was under my name! But I was not given access to them because they are older than 13. Are 14 year olds expected to have their own phone plans now?
I spent FOUR HOURS on live chat with customer service trying to resolve the issue. . I had 3 customer service reps disconnect because they didn't want to deal with me anymore. One of them suggested I call 1-844-TALK-2-FI before he closed the chat window on me. This was after I had already explained that I couldn't call anyone at customer service because they shut off everyone's phones. So after starting again, from the beginning, a fourth time, I finally got a person (named Mahi) who, after I lied and told them my husband was 12, was actually very patient and helpful. If I could have kissed that person after 4 hours of getting the run around, I absolutely would have. Turns out there is a "secret code" hidden in the "security and privacy" tab that allow the user to see the transfer code? The first 3 reps couldn't be bothered to give me that information? And why do they need to hide information that the customer is legally entitled to?
MY ADVICE: cancel your children's lines, one by one, first. Do not move on to another line until you have the account number and transfer code in hand. Then when you have closed everyone else, close the main account. Then take those codes online to LITERALLY anyone else.

*unrelated to the terrible customer service and questionably unethical cancellation practices, we have also had service interruptions. We live on an island and whenever we go in to town, service cuts out. We have to walk to the sea wall to get our text messages. We've solved this by saying "meet me at the sea wall at a certain time". Maybe now we will just be able to text each other like normal people.

I have truly never been more disappointed with a company. If my review can save even one person from making the mistake of switching to Google Fi then it will be worth it.