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Warning!!! Google fi suspended our service without warning and denied it to keep us as customers! 6 Recommended Answers 48 Replies 99 Upvotes
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I am not the type to ever write a review or complain, but my husband and I are so upset I have to share this!

We have been google fi customers for over 5 years without issues or complaints, we have really enjoyed the service and have even referred some of our friends.

Recently my husband and I have been traveling back and fourth between Guatemala and the USA staying for extended periods of time in both places,  the google fi phone plan is perfect for this (as it should because this is what they advertise!!) and has worked without problems up until last week when both of our phones suddenly shut off.  My husband and I both contacted customer support on two separate occasions over the past week to ask what the problem was.  They told us they had no idea and took us through several troubleshooting steps that didn't work.  They told us to keep trying and it should be back on in no time. Finally I received an error message on my phone about the sim card.  It took me a while but after reading different forums about the error message I came to the conclusion that fi were the ones who had intentionally suspended our service.

I called customer support for the 3rd time today and asked them point blank if they suspended our service, they still would not give me a direct answer, only said that the phones aren't meant to be used internationally for "extended periods of time".  I requested to speak to a supervisor but "none were available".

This is very upsetting and concerning, especially since I just returned to Guatemala from the USA yesterday and with a brand new phone and simcard specifically for fi!!  If I had known the truth a week ago when I contacted customer support I could have easily switched to a different phone company that does support extended overseas travel and bought a new device when I was in the USA. Now I'm in Guatemala for the next month and can't do anything about it.  A little truth would have gone a long way in this situation as we would have understood and changed carriers.

We are shocked and very upset by how we have been treated by this company after 5 years as paying customers.  Cutting our service is one thing, but not even notifying us about the cut and then directly lying about it has only made matters worse and cost us more money.  I'm hoping that fi will do the right thing and rectify this situation, but It's not looking good at this moment.
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We have predominantly been in Guatemala with frequent trips back to the USA.  I do understand that this clause is hidden in their terms of service, but we had no idea about it.  They could have sent a friendly e-mail, text or some kind of notification that our service would be turned off?!  However this isn't even the main issue with my complaint. 

I'm mostly upset about the lack of transparency or accuracy when we contacted support on several occasions about our cell service being turned off. Instead of stating the cell service was turned off because of terms and conditions, I was told they weren't sure what the issue was to keep trying to follow the normal steps such as turn the phone on and off again, enable data roaming, etc  They also lead to believe that the service would return to normal and perhaps buying a new sim card and phone would fix it. In fact, just by coincidence, when I was in the USA recently my husband needed a new phone and sim card. However, when my Husband activated it it promoted "Your in Guatemala, we got you covered", quite the opposite.

Frankly, I've always been impressed with the service google provides, especially since it accommodates the frequently flyer. In any case, now not only do we have no service, but wasted money for a new device.  This could have all been resolved very easily and peacefully if they had just answered my questioned honestly  on the two separate occasions we contacted customer support last week while in the USA.

I would have changed carriers, bought new devices and the issue would be resolved.  Instead I had to call a third time when I realized my phone still wasn't working today upon arrival in Guatemala.  Now I'm in a tough situation and can't do anything about it, id hate to change service since we are moving back to the states soon.
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An unlocked phone is not the problem, but rather the service we are paying for not working. I fully understand if this was in the terms of service (by the way, can you share a link of the terms of service and the specific measures used to cut off service if outside the USA?) but when contacting support on multiple occasions, this was not reported. Based on customer support advice, we kept our service and now incur charges for services not being rendered.

In short, If I understand correctly, google is advising customers to not use google fi if travelling for a few months out of the states?
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I just won a $10,000 judgment in Small Claims court last Thursday.  These pricks from Google are so belligerent,  they did not even bother to show up in court.

The entire staff of Google are entitled pieces of shit that are to the product of failed parents who lied by telling them they are special and mommy and daddy say they don't have to do anything they do not want to do.

The Wall Street Journal had a feature story about the difficulty of employing millennials, a few years ago.  They had a sidebar article that featured the employees of Google who, among other things, walk around the headquarters of their west coast and New York offices with no shoes or socks on.  Just think about that for a few seconds.  These employees can not be told what to do or they will quit their jobs on the spot.  They don't have to worry about paying rent or buying food because mommy and daddy pay ALL their expenses.

Don't bother calling customer because all they do is ignore what you request of them or answer any questions.  All they do is tell you "this matter has been escalated and you have to wait for an email response.  I am still waiting for my email response for them porting out my number in October.

Since they do not like showing in court, I have a good idea to file another case against them for porting out my number again in January.
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