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Exchange a defective device

If a customer support agent confirms you need to exchange one of your Google Fiber devices, you have some options for how to make the exchange:

  • You can bring the defective device to the Google Fiber Space in your area for service (for Network Box or Storage Boxonly – not for Fiber Jacks).

    With this option, you exchange the defective unit for a new unit, install the new unit yourself and make sure it resolves the original problem.

  • You can request an Installation Specialist to come to your home (for any Google Fiber device).

    With this option, you contact Google Fiber customer support to set up an appointment at your convenience. Then an Installation Specialist will come to your home with a new unit, install it, test it and take away the defective unit.

  • You can request a replacement device be shipped to your home (for most Google Fiber equipment).

    With this option, you contact Google Fiber customer support to order a replacement device. Then our inventory team will overnight you a replacement device to self install. You will receive a shipping label to send back your defective unit.

When you install a new device yourself, follow the installation instructions for that device:

If you decide to exchange the defective unit at the Fiber Space, you can drop in anytime it is open. You do not need an appointment.

Atlanta

There is no Fiber Space in your area. If you need to replace one of your Fiber devices, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Austin

There is no Fiber Space in your area. If you need to replace one of your Fiber devices, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Charlotte

There is no Fiber Space in your area. If you need to replace one of your Fiber devices, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Huntsville

There is no Fiber Space in your area. If you need to replace one of your Fiber devices, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Kansas City

Google Fiber Kiosk - Oak Park Mall
11149 W 95th St
Overland Park, KS 66214

Directions & Parking information:
The kiosk is located on the lower level, east side of the mall near Coach, H&M, & Eddie Bauer. Parking is available outside of the food court, then take the escalator down to the first floor.

Operating Hours:
Mon – Sat  11am – 7pm 
Sunday       12pm – 6pm 

The Google Fiber Kiosk is not a full service location - this location is sales only.

Fiber Space locations will be closed for the following holidays in 2022:

Saturday, January 1 –  New Year's Day

Monday, January 17 – Martin Luther King Day

Monday, February 21– Presidents' Day

Monday, May 30 – Memorial Day

Monday, July 4th - Independence Day

Monday, September 5 – Labor Day

Thursday, November 24 – Thanksgiving Day

Friday, November 25 - Thanksgiving Holiday

Saturday, December 24 - Christmas Eve

Sunday, December 25 – Christmas Day

Saturday, December 31 – New Year's Eve

For small device exchanges which includes Network Boxes, TV Boxes, GWifi, remotes, power adapters, and cables, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Nashville

There is no Fiber Space in your area. If you need to replace one of your Fiber devices, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Orange County

Google Fiber Space
The Village at Irvine Spectrum
22 Prism
Irvine, CA 92618

Operating Hours:
Mon – Sat              10am – 7pm
Sunday                    Closed

 

Fiber Space locations will be closed for the following holidays in 2022:

Saturday, January 1 –  New Year's Day

Monday, January 17 – Martin Luther King Day

Monday, February 21– Presidents' Day

Monday, May 30 – Memorial Day

Monday, July 4th - Independence Day

Monday, September 5 – Labor Day

Thursday, November 24 – Thanksgiving Day

Friday, November 25 - Thanksgiving Holiday

Saturday, December 24 - Christmas Eve

Sunday, December 25 – Christmas Day

Saturday, December 31 – New Year's Eve

For small device exchanges which includes Network Boxes, TV Boxes, GWifi, remotes, power adapters, and cables, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Provo

There is no Fiber Space in your area. If you need to replace one of your Fiber devices, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

Salt Lake City

There is no Fiber Space in your area. If you need to replace one of your Fiber devices, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

San Antonio

Google Fiber Kiosk - North Star Mall
7400 San Pedro Ave #5551
San Antonio, TX 78216

Operating Hours:
Mon – Thur  11am – 8pm 
Fri – Sat        11am – 9pm 
Sunday          12pm – 6pm 

 

Fiber Space locations will be closed for the following holidays in 2022:

Saturday, January 1 –  New Year's Day

Monday, January 17 – Martin Luther King Day

Monday, February 21– Presidents' Day

Monday, May 30 – Memorial Day

Monday, July 4th - Independence Day

Monday, September 5 – Labor Day

Thursday, November 24 – Thanksgiving Day

Friday, November 25 - Thanksgiving Holiday

Saturday, December 24 - Christmas Eve

Sunday, December 25 – Christmas Day

Saturday, December 31 – New Year's Eve

For small device exchanges which includes Network Boxes, TV Boxes, GWifi, remotes, power adapters, and cables, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

The Triangle (Raleigh-Durham)

Google Fiber Kiosk - Crabtree Valley Mall
4325 Glenwood Ave
Raleigh, NC 27612

Operating Hours:
Mon – Sat              11am – 7pm
Sunday                    12pm – 7pm

 

Fiber Space locations will be closed for the following holidays in 2022:

Saturday, January 1 –  New Year's Day

Monday, January 17 – Martin Luther King Day

Monday, February 21– Presidents' Day

Monday, May 30 – Memorial Day

Monday, July 4th - Independence Day

Monday, September 5 – Labor Day

Thursday, November 24 – Thanksgiving Day

Friday, November 25 - Thanksgiving Holiday

Saturday, December 24 - Christmas Eve

Sunday, December 25 – Christmas Day

Saturday, December 31 – New Year's Eve

For small device exchanges which includes Network Boxes, TV Boxes, GWifi, remotes, power adapters, and cables, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

West Des Moines, IA

West Des Moines Fiber Space

Google Fiber Space – Valley Junction
329 5th Street, Suite 100
West Des Moines, Iowa 50265

Hours of operation:

Mon – Fri                      9am – 5pm
Saturday – Sunday     closed

Fiber Space locations will be closed for the following holidays in 2022:

Saturday, January 1 –  New Year's Day

Monday, January 17 – Martin Luther King Day

Monday, February 21– Presidents' Day

Monday, May 30 – Memorial Day

Monday, July 4th - Independence Day

Monday, September 5 – Labor Day

Thursday, November 24 – Thanksgiving Day

Friday, November 25 - Thanksgiving Holiday

Saturday, December 24 - Christmas Eve

Sunday, December 25 – Christmas Day

Saturday, December 31 – New Year's Eve

If you need to return your Fiber devices, you can return them to us by mail with a prepaid shipping label by following the instructions above.

For small device exchanges which includes Network Boxes, TV Boxes, GWifi, remotes, power adapters, and cables, please contact Google Fiber customer support and a Fiber team member will provide you with your options for replacement.

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