Troubleshoot your Fiber account

If you are having trouble with your Fiber account, you can use this troubleshooter to guide you through a few questions that may lead to resolution of the problem.

What issue are you encountering?I am having difficulty signing up for Fiber.I cannot sign in to Fiber.Some links or buttons on my Fiber page are not working.I am having difficulty scheduling my Fiber installation.I have a billing issue.

Which of the following describes you best?Resident in a single family home or small buildingProperty ManagerResident in a large building or complex

What is preventing you from accessing My Fiber?I forgot my username.I forgot my password.I know my username and password, but cannot sign in.

Did this solve your issue?YesNo

Can you access your Fiber account now?YesNo

Which of the following describes the symptoms you are experiencing?The page is refreshing.I cannot sign in to a device or non-browser application.I am getting an error message

Are you using a supported browser?YesNo

Make sure you have cookies enabled. If that does not solve the problem, try clearing your cache and cookies.

Is the page still refreshing?

YesNo

Did that resolve the issue?YesNo

What error message are you seeing?The username or password you entered is incorrect.Your browser's cookie functionality is turned off. Please turn it on.Invalid email address

Make sure that you do not have caps lock on and that your keyboard is in the correct language. If these features are not causing your issue, visit the account recovery page and follow the instructions to reset your password.

Are you able to sign in to Fiber now?YesNo

Enable cookies and try signing in again.

Are you still seeing the error message?YesNo

Try opening a new browser window. If this does not help, clear your cache and cookies.

Are you still seeing the error message?YesNo

Did this solve your problem?YesNo

Did that solve your problem?YesNo

Did clearing your browser's cache and cookies solve your problem?YesNo

Did using https solve your issue?YesNo

When you are eligible to schedule your installation, you will receive an email at the address you use for Google Fiber. Along with other information, the email will provide instructions on how to sign into your Fiber account and schedule your installation.

Have you received this notification?YesNo

Have you already scheduled an appointment?YesNo

Would you like to reschedule your existing appointment?YesNo

Receiving the eligibility email means that we are ready to install Fiber in your area. To schedule an appointment, sign into your Fiber account and follow the instructions in Schedule an Installation.

Were you able to schedule your appointment?YesNo

Were you able to sign into your Fiber account?YesNo

What type of billing issue are you having?I was charged the wrong amount on my latest bill.I prepaid the wrong amount.I want to resolve a credit card decline.I want to update my payment method.

Have you recently upgraded or downgraded your Google Fiber service?YesNo

Did you upgrade or downgrade your service?UpgradedDowngraded

Did this explain your billing issue?YesNo

Has this information solved your issue?YesNo

Which of the following are you trying to do?Add a new payment method.Update a payment method.

Did this solve your issue?YesNo