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.

You can visit the Neighborhood Kiosk to exchange a defective device in two locations: South Austin and Kansas City.

With this option, you contact Google Fiber customer support to troubleshoot the issue before you can exchange a defective device for a new one, then install it yourself and ensure that the new device solves the original problem.

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

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

Fiber Space locations will be closed for the following holidays in 2019:

Tuesday, January 1 - New Year's Day
Monday, January 21 - Martin Luther King Jr. Day
Monday, February 18 - Presidents' Day
Monday, May 27 - Memorial Day
Thursday, July 4 - Independence Day
Friday, July 5 - Independence Day Holiday
Monday, September 2 - Labor Day
Thursday, November 28 - Thanksgiving Day
Friday, November 29 - Thanksgiving Holiday
Tuesday, December 24 - Christmas Holiday
Wednesday, December 25 - Christmas Day
Tuesday, 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.

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

Neighborhood Kiosk - H-E-B Grocery Store
2110 W Slaughter Lane
Austin, TX 78748

Visit your local Neighborhood Kiosk at H-E-B Grocery Store to pick up, drop off or exchange equipment. If you would like to exchange a defective device or pick up a new one, please contact Google Fiber customer support. If you need to return a device, you can visit the Fiber Kiosk without contacting customer support.

Charlotte

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

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

Huntsville

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

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

Kansas City

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

Hours of operation:

Monday through Saturday: 9:00 AM to 7:00 PM
Sunday: closed

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

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

Customer Service Center - Summit Fair
930-E NW Blue Parkway
Lee’s Summit, MO 64086

Hours of operation:

Monday through Saturday: 9:30 AM to 7:00 PM
Sunday: closed

Neighborhood Kiosk - Hen House Market
11930 College Blvd.
Overland Park, KS 66210

Visit your local Neighborhood Kioskat Hen House Market to exchange, pick up or return a device. If you would like to exchange a defective device or pick up a new one, please contact Google Fiber customer support. If you need to return a device, you can visit the Fiber Kiosk without contacting customer support.

Louisville

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 give us a call at (866) 777-7550 and a team member will begin the process of providing you with a return label.

After speaking with a Fiber team member, you'll need to package your device(s) and return them to us using a prepaid return label. After speaking with a Fiber team member, you'll receive an email from emaillabel@fedex.com containing a link to print a prepaid return label.

To ensure that your personal data and settings remain private, please perform a factory reset of your devices before returning them. See reset instructions for Google Wifi and NVIDIA SHIELD TV. Please 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 the device(s) are packaged, you can then either:

Print the return label, attach it to your package and hand it to your USPS mail carrier during regular mail delivery
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 drop the package off at any USPS Post Office or any FedEx location
Bring in your packaged device to any FedEx location along with the email and FedEx will print the label for you

NOTE: You'll be responsible for any packaging supplies or services purchased at a FedEx location.

You have 25 days to return your devices.

Nashville

Google Fiber Space
1108 Division Street
Nashville, TN 37203

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

Orange County

Google Fiber Space
325 Clinton Street
Costa Mesa, CA 92626

Hours of operation:

Tuesday through Saturday: 10:00 AM to 7:00 PM
Sunday and Monday: closed

Provo

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

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

Salt Lake City

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

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed

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 give us a call at (866) 777-7550 and a team member will begin the process of providing you with a return label.

Print the return label, attach it to your package and hand it to your USPS mail carrier during regular mail delivery
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 drop the package off at any USPS Post Office or any FedEx location
Bring in your packaged device to any FedEx location along with the email and FedEx will print the label for you

NOTE: You'll be responsible for any 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

Hours of operation:

Monday through Saturday: 10:00 AM to 7:00 PM
Sunday: closed