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8/13/19
No service for 1 week. Google-Fi only tells me they are "escalating" the issue. 2 Recommended Answers 16 Replies 4 Upvotes
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Last edited 8/13/19
For a week now I have not been able to connect to the network. I've done everything customer service has asked. Cleared cache, data, purchased and installed new SIM, entered the codes to switch networks. Nothing works. Google-FI told me they escalated the issue and someone will contact me "today" or as soon a possible. 

A week later I still don't have a properly working phone. They don't respond to me emails and I get no updates. I have to reach out to them on char, and they tell me the same thing.. "escalated the issue" and their engineers are look into it. This has gone on for a week. I've never seen such terrible service from a company. 

I was an early adopter and advocate for their service, but things have really changed. They did say I could upgrade my phone and that "might" fix it. BUY a new phone to fix the network issue. Why would i buy a new phone for a service that isn't working? I'm at a loss. I think I need to switch to different carrier and get out of the google ecosystem all together. The customer service has been horrible. Anyone else experiencing these problems?
All Replies (16)
8/13/19
Hi Adam. I'm going to ask you a few questions if you don't mind?  Did you have  Signal Spy on your device and if so did you notice what Fi partner you were on most the time? Do you travel much? Did you lose service altogether, everywhere or in one particular area because you are on the same towers all the time? Thanks for your loyalty to Fi . Sorry you are not getting good customer service but there is a lot going on right now with tower updates for band 71 etc and it can take a while for things to get escalated up to someone who can diagnose some problems.  Can you give me the zip code of your service area too please I would like to see if there are any reported outages or tower work going on for your area? Thanks, CF.
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8/14/19
I don't know what signal spy is, but i tried switching between the two networks have been unable to connect to either. I do travel a bit, but I have not recently. It seems I've lost service everywhere in NYC and not just a local tower. 

My zip code is 11233.

Thank you.
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8/14/19
Well, there is work going on in towers everywhere in NYC with he the new aggregation bands and 5G but you should still have solid T-Mobile coverage there. Are you running stock Pie or the Q beta?
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8/14/19
I'm running stock Pie. I'm getting desperate at this point and tempted to just get a replacement phone and see if that solves the issue. My phone is in perfect condition though, so that's annoying. And if it doesn't work I'm out even more. 

Thanks for informing me of the work etc. Even just getting an idea of what's going on (upgrades to the network) helps. Sitting in an information-less vacuum and waiting on a magical email is terrible. 

Thanks
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8/20/19
Awesomesauce! Glad you finally got it sorted out. Best wishes and have a great day. CF.
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