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, Storage Box, or TV Box only – 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.

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

Google Fiber Space
650 North Ave. NE #S205
Atlanta, GA 30308

Due to the coronavirus outbreak, our Fiber Spaces are temporarily closed. We apologize for any inconvenience this has caused, but we're deeply committed to the health of our Fiber communities, customers and teams.

Fiber Space locations will be closed for the following holidays in 2020:

Wednesday, January 1 - New Year's Day
Monday, January 20 - Martin Luther King Jr. Day
Monday, February 17 - Presidents' Day
Monday, May 25 - Memorial Day
Saturday, July 4 - Independence Day
Monday, September 7 - Labor Day
Thursday, November 26 - Thanksgiving Day
Friday, November 27 - Thanksgiving Holiday
Thursday, December 24 - Christmas Holiday
Friday, December 25 - Christmas Day
Thursday, December 31 - New Year's Eve

Austin

Google Fiber Space
201 Colorado Street
Austin, Texas 78701

Parking information:
In addition to public parking, there are also three free parking spaces located directly in front of the Austin Fiber Space along Colorado Street. You're allowed to park in either of these spaces for 15 minutes maximum.

If these spots are taken, we recommend using the 100 Congress Parking Deck located off Cesar Chavez St., between Colorado St. and Congress Ave., where we can validate your parking for up to 30 minutes.

Charlotte

Google Fiber Space
301 E. 7th St.
Charlotte, NC 28202

Huntsville

Google Fiber Space
920 Bob Wallace Ave SW, Suite 323
Huntsville, AL 35801

Kansas City

Kansas Fiber Space Google Fiber Space
1814 Westport Road
Kansas City, MO 64111

Customer Service Center - Zona Rosa
8615 NW Prairie View Road
Kansas City, MO 64153

Nashville

Google Fiber Space
1108 Division Street
Nashville, TN 37203

Orange County

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

Provo

Utah Fiber Space Google Fiber Space
250 West Center Street, Suite 101
Provo, Utah 84601

Salt Lake City

Google Fiber Space
602 E 500 S
Suite D101
Salt Lake City, UT 84102

San Antonio

There is no Fiber Space in your area. If you need to return your Fiber devices, you can return them to us by mail.

Please contact Google Fiber customer support and a Fiber team member will begin the process of providing you with a return label.
- After speaking with a team member, you'll receive an email from emaillabel@fedex.com containing a link to print a prepaid return label. You'll need to package your device(s) and return them to us using a prepaid return label.
Depending on the type of device(s) you have, you'll need to reset them to ensure your personal data and settings remain private. Please perform a factory reset of your Fiber devices, Google Wifi or NVIDIA SHIELD TV before returning them.
Use existing packaging material (such as material from the original boxes and bubble wrap) to protect against damage during shipment. If you have multiple devices, place them securely in one large box to ship. Once your equipment is packaged, you can then:
- Bring in your packaged device to any FedEx location along with the email and FedEx will print the label for you
- Print the return label, attach it to your package and drop the package off at any USPS Post Office or any FedEx location
- Print the return label, attach it to your package and request a free USPS package pickup
- Print the return label, attach it to your package and hand it to your USPS mail carrier during regular mail delivery

NOTE: While the shipping costs with the provided label are free, you'll be responsible for any optional packaging supplies or services purchased at a FedEx location. You have 25 days to return your devices.

The Triangle (Raleigh–Durham)

Google Fiber Space
518 West Jones St.
Raleigh, NC 27603

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