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I would have given a 0 or negative rating if it was available. I am writing this review to share my extremely disappointing experience with Google Fi and their unjust billing practices. Despite my efforts to resolve a network/activation issue that persisted from the end of February 2023, Google Fi failed to provide a satisfactory resolution.

I initiated a report, and despite submitting detailed information and a bug report, the issue remained unresolved. Promises from the Google Fi Team on March 3rd, 2023, were unfulfilled, leading to a prolonged service disruption that forced me to cancel the service on March 8, 2023.

What is particularly troubling is that I was without internet/data service for the entire period, solely due to Google Fi's inability to rectify the activation/network issue. Despite this, Google Fi insisted on charging me for the period when I could not use the service.

The customer support team justifies these charges, claiming I am liable until March 8th. However, it is crucial to note that my decision to cancel was driven by the lack of resolution within a reasonable timeframe. Had I known the issue would persist, I would have terminated the service immediately upon encountering the problem. I find it unjust for Google to charge me for services I did not receive and hope for a swift and fair resolution. I urge potential customers to be cautious when considering Google Fi, as my experience has been marked by poor service, unresolved issues, and unjust billing practices.

I hope this review serves as a warning to others and prompts Google Fi to reconsider its approach to customer service and billing practices.

GoogleFi service never connected for 1 or the 2 accounts. We tried 3 or 4 sims, the offshore customer service recommended going outside and holding the phone in the air....

Then the offshore customer service team was purposefully unhelpful, after 120 days and weeks between responses they have refused to even address the request for a refund, not even a yes or no. Google should be ashamed.

the service on my phone is awesome, thr price is awesome, if they don't over charge you. my bill is nowhere near what it should be, its an extra 50 to 60 dollars more than it should be. if you talk to one customer rep be prepared to start all over if you have to talk to another rep. they have no idea about your previous conversations, its confusing. Be faster than light because when you chat with a rep you have 1.2 seconds to respond or they end the chat.the reference number they give you to refer back to the conversation if you get cut off or have a problem that didn't get resolved, is useless because there's no where to refer to the id number. oh and ordering from google store or the fi app , you aren't informed of which you got your phone from until you need to file an insurance claim which they will file as a warranty claim and coverage is different as each entity , fi and store, have different insurances . getting that tangled web fixed will take weeks or months and if you are told they waive the cost good luck finding out how to relay info to the different reps you chat with.because the fee doesn't get waived. also they make snide comments that put you down... like really? pick a struggle because you cant be the worst customer care team and a%$

holes.. . i never thought Google would be this horrible, its Google for Pete's sake. they need to google how to run a company that's as easy and understandable as their search engine. they lack human skills, their interface is a maze of dead ends, everybody's directing without knowing what the others are directing and your stuck in this nightmare of starting all over everyday like bill Murray in groundhogs day. I've never experienced such a cluster f@#% in all my life and that's not an exaggeration whatsoever!!. please fix this and you could be the best, being the worst doesn't fit with what google is.

I was loving it! I am q huge f1 fan, & i have to take a 5 hour bus rde to work, but now im dissopinted & offended..

3 times i spent money, like real life money on new car party & paint jobs & stuff within the game, & all times i did not get what i paid for, or anything at all, when i close & reopen thw game a second later all thw stuff i buy dissapears :(

Nothing like getting ripped off, to make you loose enthusiasm for a game

Consistently unhelpful agents. To be objective, I had been asking why my financing option was being rejected despite having a near perfect credit score of 840. They provide no help, simply telling me to try again in 48 hours. I thought it might be a fraud alert. But i try again and it's sitll rejected. They say to contact Experian, which I did and Experian has no record of Google Fi even requesting a credit inquiry. I've been completely alone in troubleshooting this and now trying to change google account region in hopes of it working. This is only the tip of the iceberg, because i've been trying to order 2 phones (one for my wife) and she's traveling for work so we need them shipped to different addresses. This whole process was extremely cumbersome and resulted in us having to cancel both orders and do it again because I listened to exactly what the agents instructed.

Like other reviews have said, this is not customer service. This is YOU attempting to train their customer becuase the customers are MUCH more competent than the agents.

Horrible customer service. Overpriced plans. They refused to refund my money for the international plan even though it never worked during the duration of my international travels.

I've been a Google Fi customer for several years, and I am fed up with their service. 1) The cellular/data services in the US are terrible and I often cannot get service when friends and family have 5G. 2) I understand the international data getting cut off after 3-months, but my texting and calling is still supposed to work. Multiple times now my texting and calling has been impeded and as a result I cannot send/receive texts on my phone nor laptop. Not to mention getting locked out of accounts because I cannot get MFA codes via text. I've had it with their service and the frustrations. I will be canceling and switching back to AT&T.

It took them 4 months to get my phone. They sent it to the wrong address, three times. The last two times, they tried to blame me, and made me prove I wasn't using them.

I called customer service at least 50 times, and it got worse every time. Emails to the "specialists" was not any better as they also didn't know their butts from a hole in the ground, and kept making the same mistake ... what's more, the more I interacted with these people (who never seemed to understand what I was saying) the WORSE the situation became, as they all worked INDEPENDENTLY without having any idea of what others had done.

Just don't use this product till they work out these issues. If they ever do.

Been a customer for 4 years. Never had any issues and love the half priced phones every black friday. For a little over $20 mo, and free international data while traveling overseas, it's hard to beat.

I wouldn't even give them one star but I had to give them a fare rating I guess! Worst service ever! Stay away and find something better. They suck! Plus it's Google what do you really expect?

Based on promotion advertised by google FI, i shifted my phone carrier from tmobile to google FI. It seems they are running scam in offering promotion. i placed order for samsung s23 ultra successfully by their own agent. it got cancelled saying card were expired .but I received SIM card . which is surprising . the card used were good its glitch in their system to pick wrong card or its scam. now they are asking to pay full amount. I am looking for same offer which were cancelled due to their system or agent mistake. because of promotion i shifted my carrier. I had very unpleasant conversation with supervisor . I am scammed with promotion. i shifted to save few bucks now i will endup paying too much.

I was charged an extra month of service after cancelling. While I was told that it would be refunded, it was refunded as a credit- to a phone service I cancelled. I tried reaching out again months later when I realized that I had never seen that money again, and was essentially told that the money can't be transferred and would remain credited to the google fi account until I wanted to return... which I will never do, considering how awful and unreliable service was with them.

Would give 0 if I could.
First, it was approximately 36 hours passed the two week trial time when I realized that my new neighborhood (I had JUST moved) had terrible service for Google Fi's 5G network. I tried asking them to kindly let me terminate my new phone lease. I was hit with a hard no.

Ok, I was technically passed the trial date time. I'd expect most companies to be a little more good faith about that kind of thing instead of saddling someone with a 2.5 year phone lease they don't want but I guess this was on me. Fine.

But then, with EVERY subsequent issue I had (primarily, but not limited to, bizarre billing issues where I'd get charged on dates not concurrent with what all my billing data online stated) support would be not only completely useless and unhelpful, it felt like they were vindictive and took actual sadistic pleasure in being unable to do anything to help me.
I had one of them actually tell me "You just don't know how banks work." Excuse me? Why do I need to know "how banks work" (whatever the hell that even means in this context) to read a billing statement that doesn't line up with when I'm being charged?
Most of the time they'd try to tell me it was somehow my fault that they were charging me on dates not mentioned anywhere on my app.
Google Fi needs to purge every single pissy little tyrant that has ever taken a call or a text support ticket for them because there isn't a single person working for their support team that wants to help their customers. Go with literally ANY other carrier unless being talked down to while being denied anything that could be considered customer service is your fetish.

The “activation” is so easy that I didn’t know I was already on the hook for payments, even though I was never able to set it up in my phone. No customer service representative can do anything. They can’t cancel the service or cancel charges. They keep telling me I need to cancel in the app, but I can’t access the app because I wasn’t able to finish setup!!!
In response to my request to not be charged since I never used the service, they actually had the gall to say this:
“Regarding cancelling services:

We do not have an option to cancel the services due to security reasons from our end. In this scenario, we suggest you please perform the steps which we have shared in your previous email to cancel the services.

In Google Fi, as long as your device is active you will be charged with the services. In Google Fi, billing is an automated and a system generated process and we do not have an option to make any changes manually.”
And again, they “activate” service on your phone before you even have the app set up and a phone number, so if you have any trouble with setup you’re just burning time. 😡🤬😡

I have a major problem with Fi customer service. I had been a Fi customer for years and have liked Fi until recently . A few months ago my phone - bought relatively recently from Fi and very expensive - would not make calls. A search of the internet indicated it was a software problem. I called custom service. They took some info and said they would forward the problem to tech support. Some time later I got an email asking for more data (without instructions on how to get the data). After more back and forth (over a long period) I got the data and sent it along. Then, some time later, I got an email with a request something to try; but, the instructions sent were incorrect. I managed to get the correct procedure from the internet and, unfortunately, the fix did not work. I sent the result and, after the result was sent back to tech support and they replied to the rep, was told the problem was in hardware. This may or may not be true as the same problem is a common (according to the net) and the solution is usually a software fix. So, I asked to speak directly with a knowledgeable person as this back and forth thru 3d parties and email was taking months and, perhaps, we could definitively diagnose the problem. This request was refused. I then cancelled my service. Then I was contacted as to why and, after telling hearing my story, was offered a refund (though they did not say how much) so I relented and bought a new phone from Fi. Then I was told my refund (not really a refund but a credit for future service) was $20. A refund of $20 for hundreds of dollars wasted on a phone and months of paying for nonexistent service was the last straw. Goodbye Fi.

Absolutely the worst customer service I've ever dealt with. At one point the representative I was on the phone will literally stopped responding to me and I had to keep asking if they would respond to me. They would say "I understand and I need to put you on a hold" They cancelled my order for no reason then tried to blame me. Won't refund me more the expedited shipping I paid for even though the expected delivery date was already over two weeks past the original delivery date. There is no one else to speak to other than the representative you're assigned.

Was getting a new Pixel 8, and asked google how to transfer my Esim.
Google Fi was suggested , so loaded the app.
However was immediately in an apptrap, where the only way to go was forward in to some form of contract, and was unable to go "back" or delete.
Decided to uninstall the app, but this does not seem possible. It seems I am getting a common "customer experience" to hundreds of others.
Now considering returning my pixel 8.

I have used Fi for several years and have liked their service until . . . my wife lost her cell phone on travel. The phone is in her name and I pay the account. When I tried to call Google support to get the phone locked, I was told SHE had to call. Somehow the account got locked so she had to go through service phone call hell to get the account reactivated. Then tried to lock the phone, but we didn't have the IMEI number and ON and ON.

THEN to access the account you have to have your phone so they can send a verification code, but you can't GET the code because the PHONE HAS BEEN LOST.

Next step for us is to CANCEL the Fi account and go back to a brick and mortar establishment (likely T-mobile). I have never encountered such a byzantine service system.

If you are VERY tech saavy and you travel a lot, then not a bad service. But don't lose your phone and expect any kind of reasonable response to get it locked out and (possibly) replaced.

When this company first began, it was wonderful. Customer service was great - couldn't be happier.
Last year, I went on their subscription plan which promised to replace my new phone if there were any problems. I had 3 replacements - all refurbished phones that broke down within months. When I called to complain - no one could or would help.

Horrible. New phone and under warranty replacement there is no warranty. They will take my money after 1 day of phone not working.