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Basics

Plans

Construction

Installation

Account & Billing

Policies

Apartments

Small Business

Basics

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

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.

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.

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.

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.

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.

Check your address to see if your home can sign up for Fiber. If Fiber isn’t available in your area yet, enter your address to be among the first to know when you can sign up for service.

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.

The Charlotte page will let you know where sign-ups are open and where we’ll be heading next.

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

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. Learn more about what affects Wi-Fi speeds.

If you want to keep your current TV service and still get Google Fiber, you can. Just pick one of our Internet plans.

Yes. Google Fiber offers a wide range of entertainment On Demand. If you have an account with either Vudu and Netflix, you can access them through the built-in player in your TV Box.

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.

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.

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.

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.

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 up

Please double check to make sure you’ve entered the right street name, apartment number and ZIP code. If you still cannot find it you can submit a request to have your address reviewed by our team through the website or else give us a call at (844) 363-4237. You can also visit our Help Center to learn more about signing up for Google Fiber.

You can check your address for eligibility. To learn more, visit our Help Center.

It’s possible your landlord or property manager might need to sign an agreement with Google Fiber before we can bring you service. To learn more, visit our Help Center.

Yes. There are no deadlines for apartments and condos. Once we have an agreement with your property manager and have constructed the network in your building, you can sign up anytime. To learn more, visit our Help Center.

Construction

Google Fiber is building an entirely new network to bring high-speed Internet and crystal-clear television to your community. Because we are a new provider, we have to install brand new, state-of-the-art fiber optic infrastructure. To learn more about what it takes to build this network, check out our behind-the-scenes blog post here.

We don’t have a specific timeframe to share, because the amount of time it will take to bring fiber to a particular area varies greatly, based on the size or the area, how we’re going to be bringing fiber there (aerial versus underground) and even the local soil type. Sometimes the timeline can also be a bit longer due to unforeseen issues (weather, access, equipment issues, etc.). However, we’re constantly striving to build more efficiently and quickly and hope to complete construction as soon as possible. To learn more, visit our Help Center.

In order to bring Google Fiber to a new city, a whole lot of heavy lifting has to happen. Our carefully-crafted design plans require infrastructure to be built in the entire community, which sometimes requires us to access rights of way or easements that could fall next to or across your property. To learn more, visit our Help Center.

Easements and rights of way are certain rights to access and use public and private property. Some state and local laws authorize utilities and other service providers, like Google Fiber, to use rights of way and easements. To learn more, visit our Help Center.

We know that construction can sometimes look very messy, but chances are the construction crews haven’t yet finished building in your neighborhood. Once construction is completed for your entire neighborhood, crews will come back through to restore your property. If construction work has been completed in your area and you notice that your property has yet to be restored, contact Google Fiber if you have a complaint or issue.

A lot of the network we build is placed within areas called easements or rights of way, which are often adjacent to or across private property. We work with the appropriate local authorities to obtain the rights to utilize these locations, just like other service providers (such as water and electric).

Unfortunately, we are unable to move or to care for plants that are in an area where we need to build. Before construction crews come into your neighborhood to build our network, however, we will be sure to leave door hangers so that you have time to move your plants into a safe spot. To learn more, visit our Help Center.

Yes! We will leave door hangers before construction crews come to your neighborhood. Those door hangers also include our contact information should you have any questions or concerns during the construction process. To learn more, visit our Help Center.

Building a network is a lot of work, so you may see or hear construction crews working on weekends. Different ordinances and permitting requirements apply to different neighborhoods, so our ability to work in some areas on weekends is based on those regulations. To learn more, visit our Help Center.

If you haven’t done so already, you should contact your power/water provider first to make sure your outage is addressed quickly. Please also give our construction support team a call at 877-454-6959. To learn more, visit our Help Center.

If you have any concerns whatsoever during the construction process, feel free to reach out to our construction support team at 877-454-6959. To learn more, visit our Help Center.

Installation

We’ll reach out by email when it’s time to schedule your installation appointment, so be sure to regularly check the email address associated with your Fiber account. Please note if you live in a single family home, it may take time before we can schedule your installation appointment. This is because we’ll first need to lay our fiber all the way to the outside of your home. To learn more, visit our Help Center.

At first, we'll be working out in the street to connect the Fiber network to the outside of your home. Google Fiber-certified installers will either string fiber cables on utility poles or bury them in the ground. We will arrive at your home and knock to let you know we're working on your property, but we'll still install the fiber drop even if you're not home. Next will be your in-home installation where we'll bring Fiber into your home. The Fiber Jack, which is about the size of a deck of cards, is an Internet converter that connects to your Wi-Fi router. Our installers will work with you to find the ideal placement of the Fiber Jack and cabling inside your home. We may be able to route the fiber cable around the exterior of your home, or through attics and walls into a room that makes sense for you. Your installer will help you set up any devices that you ordered, show you how to use them, and make sure everything is working smoothly. To learn more about bringing Fiber to your home, please visit our Help Center.

If your appointment is two days or more away, you can change your appointment online by signing into your account on the Fiber website. If your appointment is within the next two days, please give us a call at (844) 363-4237 and we can help you reschedule.

Google Fiber Internet plans include: • A Fiber Jack, which will bring the fiber connection into your home • A network device, which will provide wired and wireless connectivity to devices throughout your home.

No, but it may be an option in the future.

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.

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.

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.

Account & Billing

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.

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.

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.

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.

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.

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. 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.

You will receive an email indicating your payment was declined. Your account will become delinquent, and your service may be suspended if you do not pay your outstanding balance within 40 days.

Your service may be suspended if you do not pay your outstanding balance within 40 days.

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.

Policies

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. 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.

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.

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.

If you cancel your service, please leave the Fiber Jack in place. 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. You have 60 days to return your equipment after canceling service without incurring a charge. See the Fee Schedule for more details. If you have any additional questions, please give us a call at (844) 363-4237.

Google Fiber owns the equipment provided by Google Fiber. If you cancel your service, please leave the Fiber Jack in place. 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. You have 60 days to return your equipment after canceling service without incurring a charge. See the Fee Schedule for more details. If you have any additional questions, please give us a call: (844) 363-4237.

If you have any issue with equipment provided by Google Fiber while you’re a Google Fiber customer, please contact us and we’ll make sure you’re up and running.

Apartments

Yes, once your building is connected to the Fiber network you can sign up and pick your plan at any time and we’ll get your installation appointment scheduled. There are no deadlines for apartments and condos. To learn more, visit our Help Center.

Yes. Even though your unit will be connected to the Fiber network, you will still need to sign up and pick a plan to receive service. To learn more, visit our Help Center.

Thanks for your interest. We’d love to talk with you about bringing Google Fiber to your building. Please contact us and we can give you more details about the agreement that we would need in place to bring Google Fiber to your building. To learn more, visit our Help Center.

Small Business

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

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.

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 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.

To see if your business can sign up for Fiber, check your commerical address at fiber.google.com/business/. Please note that a site survey may be needed to determine whether we can bring Fiber to your location.

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 fiber.google.com/business/.

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.

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.

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.