Here's how we’re responding to COVID-19

Our top priority is keeping the Google Fiber team, our customers and our community healthy and safe. We're monitoring the novel coronavirus (COVID-19) situation very carefully and taking sensible, recommended precautions.

We believe Internet service is always critical to people and communities. And in times of crisis, Internet service is an even more critical lifeline.

General information

How is Google Fiber monitoring and responding to the novel coronavirus (COVID-19)?
We are monitoring the novel coronavirus (COVID-19) situation carefully and our leaders are meeting daily to make critical decisions while keeping the health and safety of our teams and customers as the top priority.

What is Google Fiber doing to protect the health and safety of customers and communities?
We feel a deep responsibility to do whatever we can to help flatten the curve and slow the spread of COVID-19 in our Fiber communities. So, we’re closing all of our Fiber retail spaces and discontinuing outbound sales processes until this crisis abates.

We also know that in times like this, Internet service is a critical lifeline. We’ll continue to install service for new customers as long as it’s safe and we’re able to do so. As always, our customers decide if and when our representatives are invited into their homes or businesses. They're in control, and we'll always respect that. We’ve added additional health and safety requirements, including personal protective equipment, handwashing, social distancing and restrictions on certain types of construction methods. Additionally, our installers are stepping up cleaning and disinfecting frequently touched objects required to connect our customers to Google Fiber’s Internet.

What is Google Fiber doing to help protect the health and safety of employees and partners?
Together with Alphabet, Google Fiber is supporting our entire workforce and partners by ensuring that all individuals can take paid sick leave if they have potential symptoms of COVID-19, or if they can't come into work because they are quarantined.

What is Google Fiber doing to make sure networks stay up and running?
Staying connected has never been more important, so we’ll continue to do everything we can to repair and maintain our network for customers who are relying on it, and on us. 

Where can I get more information? 
Feel free to reach out to us at any time through our support channels. And for the most up-to-date information on COVID-19, refer to the World Health Organization’s website.

Fiber Space closures

Since the Google Fiber Spaces are closed, where can I get support if I need to return or exchange equipment?
In consideration of general public health and safety, we've temporarily closed all Google Fiber retail spaces, effective Tuesday, March 17. We understand this could impact our customers’ ability to return or exchange equipment. We’re working through alternate options and will continue to provide more information as it becomes available. For immediate questions, visit fiber.google.com/support.

Scheduled installations and service appointments

I have an appointment scheduled for installation, repair or maintenance—what are you doing to protect my health and safety? 
As always, our customers decide if and when our representatives are invited into their homes or businesses. They're in control and can choose to reschedule their appointment, and we'll always respect that. Here're some ways our teams and partners are implementing additional precautions: 
  • Practicing social distancing.
  • Wearing disposable face masks and gloves while we’re in your home.
  • Increasing sanitation practices and emphasizing proper hand washing and hygiene.
  • Stepping up cleaning and disinfecting frequently touched objects required to connect you to Google Fiber Internet.
As a reminder, we’re in this together—so if you're not feeling well, exercise caution and reschedule your appointment.

Why can’t I receive a professional installation?
As we continue to monitor the COVID-19 situation, the health and safety of our community and our team members remains a top concern. Some homes have never had Google Fiber previously and require a professional installation due to the setup required to get service installed for the first time. However, your address has had Google Fiber previously so it’s simply plug and play. By limiting in-person interactions as much as possible, the safer it will be for everyone.

What if I’m unable to complete the self installation on my own?
Once you receive your self-install kit, there are instructions and a video to help guide you through the process. If you need any assistance along the way, our customer service team is here to help via phone, chat or email to guide you through step-by-step or assist if you encounter any difficulties.

Helping our customers

What're you doing to help people impacted by the novel coronavirus to stay connected?
If anyone is unable to pay their bill due to impacts of the Coronavirus outbreak, we encourage them, once they receive a late payment notice, to contact customer service. Our customer service representatives will make sure that those affected stay connected through May 15, 2020.

We want to move quickly to implement this change. So instead of waiting for our billing system to get updated, our customer service representatives will add a grace period  to an account when a customer requests it. Once a customer who is having trouble paying their bill receives a late payment notice, they should call our customer service, and we will add a grace period up to May 15.  

Customers will owe the full balance of their Google Fiber bill once the additional grace period has concluded. We will waive any reconnection fees incurred during this time. Google Fiber does not charge late fees.

I’m not late on my bill yet, but I expect to be. How can I get help?
Due to our billing system, right now, we can only add an additional grace period once you receive your first late payment notice. Please contact us at that point. 

Are you increasing people’s speed for free/reduced cost?
We are continuing to roll out upgrades as possible to customers that choose to upgrade. The majority of our customers are already using our 1 gig product, the Fiber 1000 plan. This level supports multiple devices, and people in a household, even with multiple high-bandwidth applications, such as video conferencing and 4k streaming, without data caps or overage fees of any kind.

Are you eliminating data caps right now?
We've never had data caps or overage fees and will continue to offer customers unlimited data at every speed. We applaud everyone in the industry that has raised or eliminated data caps in the moment people need all the information, access and resources they can reach.

Will you waive late fees?
Google Fiber has never charged late fees. The only fee that customers can incur is a reconnect fee if they get disconnected. Anyone impacted by the coronavirus who needs to reconnect during this time can contact customer service to have that fee waived.

How are you supporting the FCC’s Keep Americans Connected pledge?
On March 13, Google Fiber was proud to sign onto Chairman Pai's Keep Americans Connected Pledge.

The pledge states: “Given the coronavirus pandemic and its impact on American society, Google Fiber pledges for the next 60 days to: (1) not terminate service to any residential or small business customers because of their inability to pay their bills due to the disruptions caused by the coronavirus pandemic; (2) waive any late fees that any residential or small business customers incur because of their economic circumstances related to the coronavirus pandemic; and (3) open its Wi-Fi hotspots to any American who needs them.”

  • We've put a program in place to create a 60-day grace period for any Google Fiber customer unable to pay their bill due to the coronavirus outbreak by contacting customer services as soon as they receive their first late payment notice via email. 
  • Google Fiber has never charged late fees. We'll waive any reconnect fees for anyone impacted by the outbreak who needs to restart service.
  • Even as our Fiber Spaces are closed, our Wi-Fi hotspots in those locations will remain open to anyone in the vicinity. 
  • Google Fiber has never had data caps or limits on bandwidth at any speed and will continue to allow every customer unlimited data.
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