fi.google.com Reviews 149

BEWARE OF HIDDEN CHARGES! Although they sell themselves as a low cost provider, over the course of the ast five years, I have run itno hidden charges again and again. This past time as the last straw -- faced with an inoperable Pixel 4A, I upgraded to a 6A and contacted them to make sure I understood all charges involved. They assured me the only equipment cost was the $15 monthly 6A subscriptio plan since I had paid off the cost of my 4A. Then I got the first bill with the new phone -- I am now having to pay for TWO $15 a month phone subscriptions sinc they say I have four months left on my 4A subscription pln. ??!! In other words, you're going to have to keep paying on a Pixel phone that crashes and (literally) burns even after you upgrade and upgrading does NOT start the term of the subscription service over as is standard elsewhere. To sum it up: service is fine; coverage is fine; customer communications and service is NOT fine. I'm tired of phone bills that routinely hit $90 a month when they make a big deal out of it being only $20 a month for one person plus the $15 phone subscription charge.

i switched to google fi for an international trip -- using my samsung s20 with a new number -- VZ international plans are out of sight expensive -- we had a few hiccups getting the phone operational that in the end were due to the rural area we live in -- what sets google fi apart from VZ in terms of customer service is you can actually talk to someone to get help -- the service all over scotland, orkney, shetland was 5 star -- never had a problem -- activating the service for only a month was seemless -- going to look into moving our 3 phones to google fi -- am not related by blood or marriage to anyone at google fi -- this is my true experience

worst customer service in the history of customer service! Please go with any other phone carrier you can. google fi bottom of the barrell in customer service.

I have never had such poor customer support as I received from Google Fi. And this is having had multiple utility bills, phone bills (Verizon included), banks, computer part suppliers (Intel, ASUS, Seagate, WD), the list goes on ... Google Fi tops the list for worst experiences. It started with me purchasing a prepaid SIM presumably with unlimited calls and data already attached to it at a $50 value. The activation card promised this was an easy 5-10 minute process. It took me days. I had to call multiple times to finally receive help through a workaround...except it was hardly a workaround as I got charged twice. Fast forward, phone has no ability to make/receive calls or data. I contacted Google Fi via other means to help review the account balance to see if that's why it wasn't working. Customer support refused to help or answer my questions. We just kept going around and around in circles. I highly recommend you run away, don't walk, from anything Google Fi. Horrible experiences, would not recommend if it was $10/month.

I don't care what other people say or think I'm here to tell you my side not what I read on here so here it goes im on the google fi SIM card bought from best buy 65$ plus tax plan unlimited 50gig type so far customer experience was unusual but after doing what your supposed to do the my phone works perfect it sends text and calls and uses FaceTime messaging and google duo without a glitch(and yes not continually on them hours at a time) I continually track my gig usage so far I have used .58 gigs in 24 hours from scanning google to sending and receiving text to google duo its working much better from my former provider which was mint for 3years I had the 35gigs unlimited plan but always added 20 20 20 so that's 60$ more dollars each month to get to 65gigs for the month so yes 40$ plus 60$ is 100$ x 3 is 300$ and after they eliminated the 3g connection my LTE phone was having major issues major and I decided to go through google fi even with no physical stores they have me surprised with my experience so far as for whom is the carrier of google fi its T-Mobile and consumer cellular you have the option to slow service at any setting 20gigs or 40gigs and alert you at any setting as for mint mobile T-Mobile is the carrier also but for some reason its not up to google fi service from my experience so if your a regular phone user as in google and FaceTime and messaging and using the phone with your group of friends n family I would suggest it but if your a person in business or live on the keyboard and streaming mad vids n til YouTube a lot a lot everyday is advise paying some more and going directly through T-Mobile or Verizon as a first hand customer not a downstream provided service customer but I'm happy with the cost and service

Dog poop ass plan. Takes money without telling.

Really awful service - I wouldn't receive texts for days sometimes and terrible to no reception in many areas. Leaving it was also a disaster - I would strongly recommend avoiding completely.

Horrifically bad service. The help desk is clearly designed to run interference rather than actually address customer concerns. I have made several attempts to elevate my concerns to someone who actually has the authority to address them only to be frustrated every time. I am sorry I ever signed up for Google fi

I HATE GOOGLE FI! This unlimited data is a mirage, there is no UNLIMITED DATA! You are only given 50GB to last the whole month and if you use that, it slows down to 2G speeds which is BEYOND RIDICULOUS! So no more social media, paying bills or watching movies after that. I am so done with them. I wish I could go back to Metro PCS. Also, your Hotspot data comes out of that 50GB. So don't use it up. When I had Metro I had true unlimited data without drastic slow down speeds AND Hotspot data was separate!

Look I understand a lot of people complain but I am here to warn you do not sign up for Google Fi or purchase one of their phones for the deal. I am hoping to spare people time and resources. You need to avoid the horrible customer service and the flat out abuse of consumer protection. I am reporting to BBB. Google Fi has issues porting numbers which is very convenient when their discounted phones are only credited once you number ports. First they will make you wait 24hours. Then if you use the chat they are horrible. Google practice is to cancel your port and then resubmit. When you call to see if they investigate they tell you have to wait another 24hours. The kicker in this is their billing system is messed up. I activated service 15JUL. Since it's designed as a prepaid however I received a bill 4 days in without service because the number would not port. That bill was back dated to 16JUN-16JUL. They were going to charge a full month's bill for 10 days of service. Then the reason for BBB is they are locking in payment methods which cannot be legally done. I want to release my payment methods because they charge your bill then spend 30-60 days fixing the bill. However once you cancel service you cannot contact customer service. Also the customer service is horrible. Just a down rate crappy service comparable to one of the low budget plans you find in Walmart. Do not use Google Fi. Save your time and trust me you will save money in other services.

Absolute worst customer service, Will rip you off, will make it as difficult as possible to terminate service.

I've been trying to switch an android over from ATT and it's been a nightmare. I signed up for a $500 off promo for a new android. Right off the bat the phone arrived a week late. It's been a nightmare dealing with outsourced customer service. To make matters worse, they could not switch over my phone number or even get service to the new phone. Because i was unable to activate the phone I was left on the hook for an EXTRA $500 in addition to $30 for a month of service that I didn't use. TERRIBLE UNPROFESSIONAL SERVICE

Worst costumer service. SIM locks and they’re unable to give you a PUK to unlock. Then you have to wait for a SIM card to arrive and you’re left without service for 3-5 days. Completely unacceptable

What good is a service without voicemail?
Does not work with Samsung phones.
Support can't figure it out.
No call back from the service to figure it out.
Pass

Don't buy this service it's another scam from Google. My data was slowed after exceeding the allotted data, I went ahead and accepted the ridiculous / scam they charged $10 for one Gig to watch 2 videos and the next day I'm already at $10 for 1 Gig of used. (Support said they can differentiate or honor any data that the phone does by itself and if you read after you accept, it say you can not cancel out, so basically you can't use your phone unless you wanna pay $10 every time you use it.

If you're considering switching to google fi...DON'T. If you're a person who gets online and does not have wifi they do not offer a plan to accommodate you. Maximum amount of data is 22gb. I switched to a different carrier and was still charged for an entire month I did not use. Trying to get my money back has been a nightmare. Customer service states I am billed an additional 2 months and then they have 30 days to post a refund to my account. So, 3 months its going to take to get money back they shouldn't even taken. Paying $75 a month for only 22gb is outrageous anyway. Do yourself a favor and avoid using this company for cell phone service.

I would go zero stars if available, mainly due to the terrible customer service and suspect billing practices. We had 5 year old Pixel phones that were dying and were unable to work out a decent upgrade plan with Verizon after 17 years so we purchased 2 new Pixel phones from Google fi on the subscription plan at very reasonable monthly rates. When we received the phones and attempted to activate them the first one worked fine and then the second one when activated took over the number for the first phone and disabled it. I then spent about 2 - 3 hours in online chats trying to get the issue fixed. I was told that each phone had to have it's own Gmail address. We had 2 in our family so we used the other one to activate the 2nd phone and they were able to get both working. When I got my first bill it showed that the subscription plan for the 2nd phone had been cancelled and we were being billed at a higher purchase rate and also for device protection which is included on a subscription plan. I spent another couple hours in chats to get this corrected and was told on 2 occasions that the issue was corrected. The next bill came and it was the same thing. Then I called and spent an hour on the phone explaining the problem before being informed that my issue would need to be escalated to another department. I then spent several days exchanging emails with that department before finally being flatly told that my subscription plan for the 2nd phone would not be reinstated because the 2nd phone used a different email address than the order was placed with. This is going to cost me over $200 over the life of my contract. Bottom line, DO NOT believe what the agents or their tech department tell you without getting it in writing or something. The cell service is also spotty compared to Verizon. BEWARE! One other thing, good luck trying to leave any review on Google as they block bad reviews from being addressed or commented upon.

I cannot talk to what Google Fi is like as a phone provider since i have yet to have my phone.

For all i know they are the best provider in the world.

Unforunately they use On track shipping which has been the absolute worst shipping experience i have EVER had. After an initial delivery date, the date has been automatically updated to end of day "next day" - only for it to update again when it is not delivered again. You cann in, wait an hour on old only for them to say they will each out to the warehouse and nothing happens. Escalated twice, with updated delivery dates still nothing.

Really terrible costumer service . My replacement device was supposed to have overnight shipping and I've been waiting over a week!!! had little support from Google in tracking the shipment. Currently I don't have any tracking info , or expected date, and no one to contact about it. The CHAT feature doesn't work well. Once you reach out they assign you to an agent and they are the only one who can review the case. It's flawed

I want to start by saying my family and I have been Google FI customer for 2 years now and this was our first terrible experience with them.

I had ordered 2- 4a phones for my husband and myself. When I ordered them I requested 2 trade in kits. Like a week later I canceled one of the 4a phones I and ordered a 5a instead. Aka I changed the phone, still making this an order for 2 new phones and 2 trade in kits.

With out me realizing, when I canceled 1 of the 4a phones, the system also cancelled one of the kits. Apparently I should have recorded the kit when I ordered the 5a. I was not aware this extra step needed to be taken.

Needless to say, only 1 kit ever arrived. So i reached out to the customer service chat for help. The first time I was told they couldn't help me because I didn't reach out from the email that the original order was made in. Basically my husband is the primary therefore his email is the primary. If I need something from customer service I need to be on the primarys email and not my own. It's annoying but whatever, no biggie.

Sooo I had my husband reach out from his email to request the kit. After 40 mins of chatting with them he was told they can't send in a new kit because the old one was cancelled. This is when we learned when I switched the order the kit was cancelled. They proceeded to say, that it was impossible for them to send in a stand alone kit or request a new one because their system doesn't allow it. Customer service then suggested to "order a new phone, request a kit, wait 30 mins and then cancel the phone." And ended this suggestion with "I can't guarantee this will work". Umm no duh, that's what got us here in the first place. We requested to speak to a supervisor and was met with resistance. Eventually they agreed to send it over to their supervisor and they would reach out via email.

The supervisor did follow up and suggested the same terrible solution. I decided to try calling and seeing if I could speak to someone who could actually help. After being on the phone with customer service for 30 mins, they too had the same bad advice but suggested instead of waiting 30 mins to cancel the phone wait til the phone and kit arrives, use the kit and then file a claim to send back to phone. Ummm what??? I had to plead and beg to speak to someone with more authority and again was met with resistance.

At one point I was told there is no one higher than a supervisor that could help me. Eventually they agreed to send my case to a manager and they would contact me next day at the time of my choosing. Spoiler, they never did.

I have so many issues about this whole experience, their policies and lack of ability to help. But my main issue here is the fact that I felt like I wasn't heard. I know they are not going to reach out and I will just take the L. But it's the principal of the matter. This type of customer service isn't okay. This attitude of sucks to suck isn't okay. And honestly their solution is completely unacceptable because it would have never worked. Kits don't get mailed until after the new phones are activated, so I would have need in the same exact position I am in now but out a few hundred dollars. This whole thing frustrates me and I am ready to move past it.

In order to do so, I wanted to take the time to write out my experience and tell Google, this isn't ok and unacceptable. And do better dude. I am the consumer and you offered a solution that had no risk to you and put it all on me. There was zero effort made in helping me or even trying to come up with a mutually agreeable solution. So for that I am disappointed. And to everyone else, order the damn kit even if you think you don't need it.