Google Fi's response to COVID-19

Current as of: May 1, 2020 

Policy Updates

In light of current events, Google Fi has temporarily implemented the following policy changes to help customers stay connected during this time:

  • Late Payments

    Google Fi is temporarily extending the payment grace period so Fi customers who are having trouble with their bills can stay connected. We're extending our grace period, during which customers will maintain full service, to 60 days from a customer’s missed billing date.

    If you have reached the end of your 60 day grace period and need more time to pay your bill due to COVID-19 related hardship, please contact us to request an additional extension.

     Policy change effective as of: March 1, 2020

  • Data Speeds

    We understand you may be using more data during this time, and to help with this, Google Fi is temporarily increasing its limits for full speed data to 30GB per user, for both Flexible and Unlimited Plans. After you reach 30GB, you can choose to return to full-speed data for an additional $10/GB for the rest of your billing cycle.

    Policy change effective as of: April 1, 2020 

Scam Protections

Recently, there has been an increase in scam messages and calls related to COVID-19. To help you stay safe, here are a few tips:

  • Learn more about how to avoid these scams on the FCC website and the Google Safety Center.
  • Make sure you have spam detection enabled in your Phone and Messages apps on Android, or in the Google Fi app on iOS.
  • To prevent calls that are identified as spam from reaching your phone, in your Fi app, under "Spam & blocked numbers,"  turn on Block spam calls.
  • Make sure your Google account, and therefore your Fi number, is even more secure by enabling 2-Step Verification.

Order Management and Device Repair

If you're expecting an order, keep in mind that our shipping partners may be experiencing delays or changes to their signature requirements. Check your shipping carrier's site directly for updates, expected shipping times, and potential delays.

Please be mindful of health orders and recommendations in your location prior to visiting a retail store or an authorized repair center.

  • If you are in need of a new SIM card, you can order one online at fi.google.com, or through an authorized online retailer.
  • If you have increased coverage with device protection and need a replacement device, review our device replacement options.

Google Fi Support

As a precautionary health measure for our support specialists, we’re operating with a limited team, and some support channels may be unavailable. Thanks for your patience, as it may take longer than usual to connect with us. For additional support, please visit the Help Center.

FAQ

I recently paid for full speed data after hitting my limit. Will I be refunded?

If you paid for full speed data in your current billing cycle (as of April 1), you will not be charged for data used below the new temporary limit (30GB). You will not be refunded for previous cycles of full speed data.

How long will these temporary measures be in place?

We are continually monitoring the evolving developments and determining when to return to our standard policies. We'll keep this page updated.

How does the extended grace period affect my device protection plan?

If you have device protection on your plan, you will receive an extension to pay for this service. Your device(s) will continue to be covered during the grace period.

I would like to change plans.

Visit our Switch billing plans Help Center article for more information.

How is Google responding to COVID-19?

Check out Google's response to COVID-19 and learn how our products can help people stay connected during this time.  

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