Find out if there's a Google Fiber outage in your area
by Chili Palmer
Jun 6, 2024 Share
Brand Guides, Equipment Guides
If your Google Fiber internet is down, there may be a problem with Google’s service, your account, or your home network. To get you back online, we’ll start with some basic troubleshooting. If that doesn’t work, it’s possible there’s a widespread Google Fiber outage.
In this guide, we’ll give you stats on Google Fiber outages and feedback from real customers. You’ll get you a chance to tell us what you think, too. Then, we’ll help you decide if it’s time to switch providers by comparing Google Fiber with other providers, side by side.
Jump to: Troubleshooting tips | Outage stats |Can you get a refund? |Leave a customer review |What customers say | Google Fiber reliability|Compare Google Fiber|FAQs
Jump to:
- Troubleshooting tips
- Outage stats
- Can you get a refund?
- Leave a customer review
- What customers say
- Google Fiber reliability
- Compare Google Fiber
- FAQs
How to find out if your Google Fiber internet is down
Not being able to access certain apps or websites is the first sign your internet is down, but you may be able to solve the problem on your own. The following steps will get you on the right track.
Step 1: Try to get online with a different device or web browser
Step 2: Check the lights on your Google Fiber gateway
Step 3: Reboot or power cycle your Wi-Fi equipment and your device
Step 4: Check your account, the Google Fiber app, or the Google Fiber outage detector
If you’ve tried everything above and still can’t get online, it might be time to call Google Fiber customer service at 1-866-777-7550. The system automatically identifies your account based on the number from which you’re calling.
Pro tip:
Pro tip: Use social media to find out about local internet outages. Check r/googlefiber on Reddit, @googlefiberhelp on X, or Google Fiber’s Facebook page. Unfortunately, Google Fiber’s own public forum isn’t particularly helpful—most answers are just links to the help desk.
Outage stats from Google Fiber customers
Google Fiber has a great reputation, and it’s well deserved. The company earned the highest overall satisfaction scores among all providers in our annual customer survey, winning its highest marks for speed and reliability.
| Provider | Overall satisfaction | Speed | Price | Reliability | Customer Service |
|---|---|---|---|---|---|
| Google Fiber | 4.3 | 4.3 | 4 | 4.3 | 4.2 |
*Rating based on a five point system used in our Customer Satisfaction Survey. Higher is better. Because Google Fiber has fewer than 1 million customers nationwide, it wasn’t included in the annual report. Among providers with at least 1 million customers, T-Mobile was the top provider.
That’s not all we learned. Nearly 9 in 10 customers say they always or usually have the internet speeds they need from Google Fiber, and virtually 100% say they’re satisfied with their speed. What’s more, about two thirds say they rarely or never experience outages.
Below, we break down what customers said when we asked “when was the last time you experienced an internet outage, where your entire household was unable to connect to the internet?”
Can you get a refund if there’s a Google Fiber outage?
Residential customers of Google Fiber aren’t guaranteed refunds, but some customers tell us they’ve gotten automatic credits on their bill in case of outages. If you’ve had recent outages and aren’t seeing that credit, we recommend calling support to ask for a refund.
Still struggling with a Google Fiber outage? Leave a review.
Maybe you love your Google Fiber and can’t remember a single outage since you signed up. Or maybe have connection problems all the time and can’t reach support. Either way, let us know about your experience. Reviews help us improve our recommendations to customers like you!
Write a Google Fiber Review | Read Other Reviews
Google Fiber customer feedback
When you’re struggling with your home internet service, it’s nice to hear what other customers are experiencing. Below, wee compiled some of the most helpful feedback from our interviews with real Google Fiber customers.
“I appreciate the fast speeds and reliable service. I haven’t experienced any problems unique to me—just a couple of area outages. I wouldn’t mind spending less as long as I could get the same speed and reliability.”
“I had Google fiber installed a few years ago. I love it because the Internet speed is super fast and very reliable. The only thing they could do better is by offering a better monthly price.”
“Always fast any time there is an outage they credit my account for it and if I have to get help they are always fast and very helpful.”
“I like Google Fiber because it is fast, reliable, no lag time and fits my whole family’s needs. I’ve waited a long time for them to come into our neighborhood and as soon as it was, we grabbed it and haven’t looked back since.”
Sourced from customers in all regions of the United States as part of the 2023 Customer Satisfaction Survey. We did not collect personal info.
Read Our Expert Google Fiber Review
Google Fiber reliability in different areas
Google Fiber is known for having very few outages and virtually no slowdowns, but no internet provider is bulletproof. Furthermore, some service areas are more likely to have outages than others.
Local outages usually occur when Google Fiber is new to an area because so many new connections are being set up. Other times, major infrastructure problems are unrelated to signups and can take a few days to fix. Service in North Salt Lake, Utah, for example, was rocky for several months after service in the city was launched. There are dozens of threads about the situation on Reddit, including one about a 10-day outage and another about area outages.
Read more about Google Fiber infrastructure
- When Will Google Fiber Come to Your City?
- Google Fiber Named Fastest Internet Provider of 2022
- Cable vs. Fiber: Which One Is Better?
- What You Need To Install Fiber Internet
If Google Fiber isn’t in your city, you may have access to another fiber-to-the-home internet provider (more than half of U.S. homes do). Most of these providers won’t offer speeds as fast as those available from Google Fiber, but you may have a lower monthly bill.
How Google Fiber compares to other internet providers
Google Fiber is available in only 36 cities so far. Some other national providers, in comparison, serve hundreds of major metros in dozens of states.
Compared to cable internet providers like finity and Spectrum, Google Fiber offers speeds that are much faster and more reliable, but there’s no way to get a budget plan with Google Fiber. If you’re in an AT&T area but Google Fiber has come to town, decide based on whether you can get fiber internet from AT&T. If not, and it’s a choice between AT&T Air and Google Fiber, we think you’ll be happier with Google Fiber.
If you’re comparing reliability side by side, Google Fiber is our top recommendation. As long as you have a battery backup on your end, you’ll be able to connect even if there’s a widespread power outage. Better yet, Google Fiber will automatically credit your bill if outages do occur.
| Provider | Customer rating* | Max download speed | Cheapest plan | Internet type | Order online |
|---|---|---|---|---|---|
| 4.3/5 | 8,000Mbps | $70.00/mo.† | Fiber | ViewPlans for Google Fiber | |
| 3.7/5 | 1,000Mbps (wireless speeds may vary) | $49.99/mo.‡ for 12 mos. | Cable, fiber | View Plans | |
| 3.9/5 | 2,000Mbps | $20.00/mo.§ | Cable | ViewPlans for Xfinity | |
| 3.9/5 | 5,000Mbps | $55.00/mo.|| | Fiber |
*Rating based on a five point system used in our 2023 Customer Satisfaction Survey. Higher is better.
See disclaimers.
Are there any fiber internet providers near you?
Enter your zip code to see what’s available where you live.
FAQs about Google Fiber
How do I troubleshoot Google Fiber?
The mobile app is the best way to troubleshoot Google Fiber. It’s also the easiest way to reset your equipment and see if there’s a widespread outage. Furthermore, the app makes it easy to contact customer support if you can’t figure out the problem.
If you don’t have access to the app, you can call Google Fiber at 1-866-777-7550 or browse the company’s help documentation. For general internet troubleshooting, check out our library of resource articles.
What to do when Google Fiber goes out?
H3: What to do when Google Fiber goes out?
If you need to get online and there’s a Google Fiber outage, try seeing if you can access the internet with your mobile device. If so, you could use your smartphone as a Wi-Fi hotspot in a process called tethering. If you have mobile coverage but Google Fiber isn’t working, you could also use a separate device called a hotspot.
Data caps are common with hotspot plans, so try to hold off on streaming video and downloading large files. Get back on Google Fiber as soon as the network outage is resolved.
How to Turn On Your Phone’s Wi-Fi Hotspot
Mobile Hotspot vs. Phone Tethering: What’s the Difference?
Does Google Fiber work when power is out?
Your Google Fiber service won’t be available in a power outage unless you have a battery backup for your Fiber Jack at home, according to Google Fiber’s terms of service. If you do have one, though, Google Fiber is highly likely to work.
In a blog posted in October of 2023, Google Fiber’s Director of Network Engineering & Operations Thomas Feilmeier says fiber is not as reliant on commercial power as other internet types. He also says its system was built with a lot of redundancy so customers would always have connection. He cites reliable connections 99.9% of the time, even accounting for power outages and other factors.
Learn about Google Fiber battery backups
How do I report a problem with Google Fiber?
You can visit Google Fiber’s outage detector to report a problem or log on with the Google Fiber app. If you don’t have access to either, you can call Google Fiber at 1-866-777-7550.
Why is Google Fiber not available?
Google Fiber is available in only select cities throughout the U.S. That’s because the network competes with legacy providers such as , Xfinity, and Spectrum and makes business decisions accordingly. Our internet experts keep an eye on Google Fiber’s homepage to find out which cities have availability. If you are in a Google Fiber city and pay for a plan but your network is down, log onto the mobile app or Google Fiber’s outage detector for more information.
Disclaimers
† Available in select markets only. Plus taxes and fees. Upload/download speed and device streaming claims are based on maximum wired speeds. Actual Internet speeds are not guaranteed and may vary based on factors such as hardware and software limitations, latency, packet loss, etc.
‡ For 12 months when bundled. Limited time offer; subject to change; valid to qualified residential customers who have not subscribed to any services within the previous 30 days and who have no outstanding obligation to Charter. Spectrum Internet® Gig promotion price is $89.99/mo; standard rates apply after yr. 1. Taxes, fees and surcharges extra and subject to change during and after the promotional period; installation/network activation, equipment and additional services are extra.
§ No term contract. Taxes and equipment not included. (xFi getaway required). Included up to $10 mo. auto pay & paperless discount. Package not available in all cities.Pricing for some packages are for the first 12 months. Some packages require a 1- or 2-year contract.
|| Price after $5/mo Autopay & Paperless bill discount (w/in 2 bills). Plus taxes & fees. Monthly State Cost Recovery Charge in TX, OH, NV applies. Ltd. availability/areas.
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Author - Chili Palmer
Chili Palmer covers breaking news, satellite internet, mobile connectivity, and streaming services for HighSpeedInternet.com. Previously writing under the name Rebecca Palmer, Chili is passionate about providing accurate and accessible information any time you're trying to connect … whether you already speak geek or just got your first smartphone.
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