Project Fi

Project Fi is an inexpensive service to use, but you pay for it in other ways. A phone was ordered as a Christmas present, then Google refused to honor the 50% rebate even though the account was active. Then they refused a return on the unopened phone within a 30 day window. Google customer service's attitude was horrible.
Avoid Google Fi like the plague. There are plenty of other low cost options.

Customer service is reading from scripted responses and will not assist with real life situations! Sat on hold forever, got hung up on and no help. Forget about the incredibly annoying background music you forced to listen to while on hold ever three seconds for minutes at a time. HORRIBLE.

Customer care is incompetent and hides information to profit. They hid conditions to attain the rebate for a phone-buy before cancelling the service and later told me they will charge me an additional 150$ as one of the conditions is not met. Network coverage is also horrible. People called and couldn't reach me on several occasions. Their coverage map is a lie. Even if you are lucky to get a bar or two, you won't be able to do any video calls. They rely on wifi calling, but this feature is now available to all cellular network companies.

Been waiting number transfer been two months still charged me 65 on my account. Asked cancel the service out of country guess Philippine was very rude first saying no charge when i told her there is charges on my account the she hang the phone.

In March I switched over to Google Fi, sadly was a Huge mistake! Service was not good & my calls kept getting dropped! I made sure I utilized my personal internet at home but I was still charged for allegedly going over the data! Lies! Please do not switch to Fi. This place is a total rip off! Left my bank account overdrawn!

Something went wrong during transferring my iphone from verizon to Google FI. Person in chat wasn't able to help me, said I'll get an email. Sindhujia - a specialist with Google Fi is helping me by responding once in 24 hours, asking for more and more screenshots, never answering my questions. I wonder if I ever get my phone activated, or just would be paying G. FI without it. It was really stupid of me to transfer there.

I traded in a Samsung Galaxy Z4 to receive a $999.99 credit to which I only received a $160 credit after being emailed that the device was mailed back for damage. There is no detailed pictures or information regarding the damages and it seems like this is just a disingenuous means of getting customers to offer their equipment over to receive less than market values, so that equipment can be resold for greater profit. I don't want a $160 credit for my $999.99 device. I want my device as initially promised. If there is damage, which may have occurred during its time at Google, I paid for a protection plan that will cover its repair. Please either send me my phone or provide me a full $999.99 credit.

I've contacted Google Fi Support several times, only to have them explain they have the right to do what they want and hang up. No supervisor or higher level support available.

Case ID is **************

Be aware of Google Fi! They sold me the world saying that it is the best plan for international use with NO limited data plan! It is a lie! They restricted the data use and left me without internet when I was traveling. Their customer service reps has no training and no authority. When you write they use AI chat to write you back. Terrible experience. Waste!

I have Google fi for a little over a year in the beginning I really liked it. But as time went on I had issues that came up with the service and there was no way to resolve the issues I got caught in this circular troubleshooting. There was no live agent I could speak to on the phone the only communication was through email and the problem was never resolved eventually I decided to cut my losses and switch service. I do like the pixel phones but project fi is a project fail.

I have been trying to get a new device for quite sometime but purchasing through the Store took quite some time. After over a month of trying to reach someone, I was able to make a purchase. The device shipped and the screen wouldn't turn on and you could see a line under the screen, toward the bottom. I issued a return and am awaiting a refund. But in the meantime, I've been trying come to a resolution due to the whole ordeal. I have been a customer for over 5 years, merely for the low cost. But lack of customer service and device support is not worth the headache. I have had many frustrating experiences in trying to get things taken care of, but this one takes the cake!

The device they sent me didn't have a working antenna. Well, intermittently, it worked, I guess? I contacted them to get a replacement, but they needed to test the device first. Or needed me to test it, rather, because I don't have anything better to do. So we tried updating the device, but the tech didn't know where the update was. So I found it. Then, to his surprise, the device took over an hour to update, but ultimately couldn't, because, guess what, the device didn't have a working antenna. But they want to update it before they can repair or replace the device.

Not maybe the best. Avoid at all costs.

I ordered a new phone while enrolling for Google FI. I updated my service address and shipping address, but paid w/another address. Google FI shipped the phone to my billing address, and refused (twice, once w/a chat online, and once through a phone call w/customer service rep) to ship my phone to the correct address. Then, one rep told me don't worry, I won't be charged while I was online checking my payment method and saw I was ALREADY charged. The 2nd rep told me I have to wait until the phone is refused at one address, and received back at the wharehouse to process a refund. Customer service is everything! When it stinks as an initial experience from their mistake, run! I am.

Last week…
April 4th
Tuesday phone breaks
Restart your phone
It won't restart
Wednesday
Restart your phone
It won't restart
Thursday
Restart your phone
It won't restart…
Friday
We're replacing your phone
Monday
Didn't receive the new phone. Now we've paid a deposit and sent the old phone, they received it today.
Today
Where's my phone?
I don't know starting weeks 3 without a phone but they want paid for service. Get real

Their customer service team is incompetent and takes forever to respond with annoying background music. They just read the scripted messages from the screen. Not at all happy with Google Fi.

I tried to switch two phones from Verizon to Project Fi with the hope of saving $50+ per month. The enrollment process is no cleaner than with any cell phone provider. The would not allow me to enroll both phones at one time, dropped by enrollment twice, will not honor the trade in for more than one phone and customer service is excuses rather than solutions. Very under impressed, in fact may actually return my phones and stay with Verizon.

No customer! Service will charge your account over and over and will fight to refund the money they take when they know they are wrong. Was told by representative that the email I was sent had not been responded to... I never received any emails! When I asked rep to resend or forward the email literally said " I don't have the ability to do that" so the biggest search engine on earth doesn't have the ability to resend an email? STAY AWAY FROM GOOGLE FI!

Because it's a company that is worth BILLIONS of dollars they ultimately do not care 1 bit about their customers because in their mind I'm 1 in billions of people. I purchased a pixel 2 from them brand new when it first came out, not even a month later it was already 150-200 off the original price. Then a couple months into having the phone, it stops being able to charge so I sent it back to get a replacement. They replace it with a used phone and the battery life on it is crap. I go a couple hours with minimum use and it's down from 98 to about 60-70%. They refuse to replace it because I had dropped it last month and there is a crack on the glass in the top right corner on the back. They could replace the battery for me for all I care, I just want a phone that doesn't need to be charged 2-3 times a day this isn't 2007.

I have had 2 terrible support incidences. They won't help you so expect to feel cheated and have your phone down for many days if you have problems. Their support ruins the entire service.

Atrocious customer service - worst I've ever received, despite how amazingly great the actual phone service is. Was trying to swap to an eSIM instead of a physical SIM so I can get slightly better service from Verizon a few places. It wasn't working after I went through it, so I went through some troubleshooting steps.

The very first step was resetting my network settings, which would require me to re-input all the wifi networks I've connected to over the years. Not a good first step, so I respectfully asked for other steps we could try instead to see if that helped, vs the nuclear reset option to start with. She refused to continue past that step and eventually disconnected from the chat since I said I wasn't comfortable resetting my network settings. I could have restarted the phone, tried deleting things, tried setting it up again, etc - I was happy to try anything non-destructive and told her that.

Unfortunately their script is linear and inflexible, and I was left with a partially working phone as a result. Trying again with a supervisor just led to the same loop.

I'm back to the physical SIM that (luckily) still works, but I highly, highly recommend Google overhaul their customer service. Their phone service is truly amazing but I won't recommend Fi to anyone till their customer service is actually useful when you run into problems. Shame on them.

I am a supervisor at a telecommunications company and if my reps spoke to and disconnected the call on customers the way I have been spoken to and hung up on, they would be terminated. I have been lied to. I have $475 being held on my debit card and was told that price wouldn't touch my account. Now I have $126 and I will have to wait until possibly Monday to get it back on my account. They NEVER have a supervisor willing to take a call. I get lied to about that as well. Refused to be able to stay on the line to take a survey. Hung up on while requesting a member of leadership. I have had nothing but issues with them for the last 4 years. I got a free upgrade, within 2 weeks of having the BRAND NEW phone everything stopped working. A year later same thing happened and I have to pay for the second replacement for the exact same issue. They are a terrible company with terrible customer service. They don't want to help the paying customer, just the young man who is making billions off of us.