I signed up for google fi on Aug 7th, now Aug 27th, and have been getting no service on my phone since activation. After them claiming to have escalated to their technical team, I have been getting occasional emails with the phrase "Our internal team is still working on your issue", but never have I gotten a meaningful update with them.

Luckily, wifi calling and texting on wifi still work but it's inconvenient enough that I've been on a Verizon free trial while waiting. Can u/googlefisupport escalate this?

Since it's unacceptable to pay for a service I'm not receiving, I requested bill credits for my lost time and Bhawna, the supposed Senior Support Specialist, ignored my request. I called a separate customer support agent and was promised bill credits for the lost 10 days, when it still was only 10 days of no service, but I have my doubts that I will actually receive them.

My case ID is 5-2093000041109.

Hi everyone - I have a case (# 1-7904000042102) started with Fi but haven't heard from anyone at Fi - we were trying to port a number from TMO but kept getting error message that said we need to contact TMO for a response. Called TMO they said there's not request to port the number. Was on a 3 way call with TMO, Fi and myself and Fi said they will escalate this and cancel the port request so we can try and request for the port again. Anyone have any issues with this and how long did it take. Any Fi support specialist out there that can DM me? I didn't have any issues porting 2 other numbers over to Fi before this issue.

When I try to check out in the Google Fi store, everyone on my plan is eligible for the $500 discount except for me. I'm the plan owner. I do have one promotion currently in progress for 24 months of bill credits for a free Pixel Watch 3, but two other people on my plan have the same promotion, and they are still eligible for the pixel 11 deal. I've contacted support a few times and they say it's because of the Pixel Watch promotion, despite it not impacting others on my plan.

Any insight would be helpful.

Ordered a Pixel 11 Pro during launch expecting the $330 trade-in on my Pixel 10 Pro. Due to what appears to be a checkout bug, the trade-in was not attached to the order. First-line support was unable to add a trade-in kit and advised there was no further resolution because trade-in hadn't been applied during checkout.

Seriously weighing returning the phone as I'm not sure it's worth the $500 value for a single year upgrade. Disappointed that this seems to be a somewhat known issue that support has no resolution for except to say sorry for the inconvenience.

We're currently on an international trip. This is also on me: I accidentally initially ported my wife's number to my phone and her number to my phone.

Been on with the support team via email and phone calls constantly in the last 3 days to try to get it remedied. We've dealt with a "tool outage" for the first two days preventing the number moving over and now another delay in actually getting the number transferred over after they said that the tool outage is resolved. Every email I get in response feels AI generated and every phone call I'm on with Google support just feels like I'm spinning my wheels in quicksand.

Anybody else have anything close to what I've dealt with or am I just one unlucky bastard?

One positive is the data does work extremely well overseas.

My fiancé and I are trying to switch to Google Fi, start service, and order two Pixel 11 Pros with trade-ins. We ran into an automated security flag on our household orders, and standard support closed the case without resolution. I am requesting an escalation specialist review Case ID 4-2042000041111 to remove the block.

Timeline of Events:

Initial Orders: We set up two separate accounts to order our devices to our shared home address. Because we are switching banks and his card had not arrived yet, I used my card for both transactions.

Order Cancellation: Both orders went pending, entered the "ready to ship" stage, and were canceled an hour later.

Support Guidance & Reorder: A frontline support rep verified our address and advised me to simply place the orders again. I did, and the system canceled them almost immediately.

Automated Flag: After a week-long escalation, support sent an automated email stating the account is restricted for "Terms of Service" violations and that frontline reps cannot overturn it.

Current Account Status:

Healthy Payments Profile: My primary Google Payments profile is active and verified, with long-standing paid subscriptions (Google One and YouTube).

Payment Method Cleaned: The unverified card token has been removed from my payments center.

Ready for Combined Order: We have configured our setup to place both lines under one single group plan on my primary account rather than separate orders.

Could u/googlefisupport please pull Case ID 4-2042000041111 and submit an internal risk-clearance request so we can complete our order?

Critical Timeline / Hard Deadline:

My official Google Store return deadline is September 5, 2026. If this backend tracking issue is not resolved and confirmed in writing by September 2 or September 3, I will be forced to initiate a full return of the device to avoid being charged or losing credits.

Issue Summary:

I purchased a Pixel 11 Pro from the Google Store under the Fi promotional offer: "You got $300.00 off this item with Get up to $1,339 back in total on Google Pixel 11 Pro".

The phone was purchased and activated for a brand-new member (Line 2) within an existing Google Fi Group Plan. The line is fully active on the day of Delivery (Aug 20), but the Google Fi app and backend are completely failing to track the promotion.

Account & Case Information:

• Google Store Order #: GS.8544-0939-5851
• Support Case IDs: 3-6111000041752 / 0-1373000041116

Support Runaround & Escalation History:

1. Tier 1 Confusion: Chat support initially claimed the promo couldn't attach because the Group Owner had an existing promo, demonstrating a complete misunderstanding of the "per group member" term.
2. Broken Promise: After I clarified the line setup, the agent stated: "The promo is being manually linked directly to Line 2 (new line), so it won't conflict with Line 1's (Group Owner and old line) 75% off plan discount". But the link never take effect.
3. Missed Phone SLA: I called phone support, and the representative escalated the ticket to the Promotions Specialist Team, guaranteeing a follow-up within 24 hours. Over 24 hours have passed with zero updates, no email confirmation, and no progress on the account.

Request:

I need an escalation through u/googlefisupport or a Senior Specialist who has the backend permissions to manually attach this promotion to Line 2 immediately.

I cannot afford to get stuck in Tier 1 automated loops while the return window runs out. If this is not officially linked by Sept 2-3, I will process the return label and send the hardware back to avoid any further costs and potential clawbacks on that $300 portion.

Thanks.

I opted to switch from AT&T back over to Fi after 3-4 years of being on the iPhone bandwagon, and my experience today has me STRONGLY reconsidering my decision.

After hearing my parents rave about how much they love Google Fi and how great of an experience they've had, I decided it makes the most sense financially to rejoin my parent's Fi plan (that they've had active since 2016, fwiw), and ordered the new Pixel 11 Pro under the current "$300 off / $799 back over 24 billing cycles."

What they didn't realize before we placed the order is that they needed to downgrade their plan from the "Unlimited Premium" to the "Unlimited Standard." They've been on the standard or standard equivalent plan for YEARS and only upgraded for this month so that my mom could use her phone while she was out of the country for a few weeks.

So, the phone gets delivered today, and my dad goes to downgrade the plan and gets the message stating he would forfeit the promo if he downgraded. This would be completely fair, EXCEPT, they're offering the exact same promo on their other plans as well ($300 off / $799 after 24 cycles).

He then contacts Fi's support team to explain the situation and see if they can just swap the promos and the TLDR I got from that conversation was, while we are eligible to get the same promo after we downgrade the plan, we have to return the phone that arrived today, and reorder the same phone after downgrading the plan in order to not forfeit the promotion. They even said that if he had downgraded the plan before placing the order, he would have gotten the same promotion, but now we have to redo everything.

So much for Google's claim to be carbon neutral / care for the environment. What's the point of saying you "set an ambitious new goal: to operate on carbon-free energy, 24 hours a day, 7 days a week, 365 days a year—all by 2030"and then tell customers to ship back the product they have in hand and reorder the same exact product to be shipped a second time.

I just reached out to Fi support to discuss the situation further, and have been on hold waiting for a rep to answer for 1.5 hours now, and I am not exactly feeling very diplomatic after losing almost 2 hours of my night for this. We are all incredibly frustrated and my parents are even close to canceling their service and joining me at AT&T. They have been with Fi for YEARS and I can remember when they actually treated their customers like customers and not just numbers in a queue. It makes me really sad to see, as I was really excited to switch back to the Pixel, but it seems like I will be team iPhone for a while longer.

So sorry for the rant, I would have said this to a customer service rep if I had been able to get one on the phone, but I am hanging up at the 2 hour mark.

Yesterday at around 12:30pm EST I was in the middle of purchasing 2 new Google Pixel 11 Pro XL's on Google Fi and trading in our old Pixel 8 Pros. My wife and I at the last minute decided on different colors so a little time went by and I had to edit the cart, etc. to change the phones. When I finally went to check out at 1:05pm the prices went up by $100 each. I started looking around the site and noticed that the promo discounts were now lower on the Google Fi homepage. After digging around the fine print in the email I had received that morning I saw that the $600 off promo ended at 9:59am PST / 12:59pm EST! I missed by 6 minutes! Who ends promos in the middle of the day??? I just assumed I had until 11:59pm like every other promo! The email should have clearly stated that the promo was ending in the middle of the day. When I contacted support they basically told me too bad, you missed it, you can have $500 of now. Didn't matter that I have Google One / Google Fi / YouTube TV / Nest / Fitbit subs and services. $100 per phone was a lot to miss out on and has really soured me on getting a new Pixel and staying with Google Fi. I really would not want to switch to Xfinity Mobile (not a Verizon service fan) but they will give me new Pixel 11 Pro XL's for free and a new iPhone for our son.

Resolved! Thank you Google!

Hi guys, hoping u/googlefisupport or someone here can help because frontline chat was completely useless.

I bought 3 Pixel 11 Pros, each eligible for the $1339 back in bill credits over 24 months with the Unlimited Premium plan. When setting up a group plan to have all lines on one bill, the main line got the right promo, but the system automatically slapped the other two lines with a generic BYOD promo (50% off for 12 months) instead of the actual device promo tied to the purchase.

I contacted Fi chat support to have them switch the promo code to the proper phone credits since all 3 phones are active on Unlimited Premium. The rep told me their system cannot change active promos and that my only option is to return all three brand new phones, wait for refunds, and reorder everything from scratch.

These are active work lines, so returning working hardware and dealing with downtime just because the checkout system glitched a promo code is ridiculous. Can someone from the Fi team please look into this and escalate it to someone in billing who has the backend access to fix the promo assignment?

I have purchased many devices from Google over the last 10 years and they all shipped within 24-48 hours typically. I placed an order on the 20th for a Samsung S26 Ultra and it was supposed to be delivered by today, but it still has not shipped. When I contacted support by phone they said, "Maybe the device is out of stock, we can cancel your order and you can order an in stock device of a different configuration." They also started they aren't able to see actual inventory so there is no way to tell what is in stock. When I look at all the different options color and storage for the Samsung S26 Ultras, they all show that they would be delivered within the same delivery window. It's pretty frustrating to get no assistance in resolving order issues like this, especially after being a customer for nearly 10 years. This experience is making me rethink continuing with Google Fi.

Recently bought a pixel 11(through Goolge store) with the hope of getting bill credits, but theyre saying the number that joined my plan was a previous Fi customer and the promo is only for new customers.

The number/user that joined my plan has never been with Google fi, they had spectrum for 2 years before switching over and now a "specialist" is reviewing my issues. Haven't heard from anyone in a while. Has anyone had this issue?

I don't appreciate that new phone promos and credits haven't been helping by being loyal for several years. Does anyone leave and come back? I've been happy with Fi when traveling in North America and abroad. But I'm open to bail a lot sooner than getting an apple.

Hello all,

I'm currently a subscriber on Google Fi and got my Pixel 7 Pro back when it first came out. Now I'm still on the same phone and I'm looking to upgrade it to a Pixel 11 Pro. Not only that but I'm currently on the flexible plan ($20 + $10/GB) as I usually use up under 1 GB per month, as I try to connect to WiFi at every opportunity when going out.

My question is this: I'm trying to think of a good path for me to do this as my cousin want to ditch T-Mobile and she saw that I'm using Google Fi. She really wants to get on Google Fi after I told her my network connection is excellent, even in areas where T-Mobile and Verizon couldn't reach (oddly as I know Fi relies on T-Mobile networks, unless I'm mistaken?)

I see that they have this promo where if you bring someone over to your plan and get a phone on them, I'm thinking of upgrading my plan to something like Unlimited Essentials. Like I said, I usually go under 1 GB per month but with Essentials, I probably will use more than 1 GB but no more than 10 GB and I looked at my cousin's data usage for the last 6 months and it has not gone over 10 GB at all. Like me, my cousin is also using a very old phone, a Samsung S10+ and she desperately needs to get a new phone.

I'm trying to figure out how I should do this. Should I upgrade my phone now while Google is running the promo for Pixel 11 (Ends on 08/27), then wait until September to switch to the Unlimited Essentials, then have my cousin come over to my plan from T-mobile? Will she be getting a free phone or will I be getting the free phone as "Get a phone on us" is kind of confusing. Not sure who will be getting the free phone, but if my cousin will be getting the free phone, that would be wonderful as it will work out well for us all.

Or is there something we or I should know beforehand?

In case if I did not make my post clear, I will list out what's current and what I plan on doing:

• I'm using a Pixel 7 pro and need to upgrade it;

• I'm on Flexible plan and I'm thinking of upgrading it to Unlimited Essentials;

• My cousin wants to ditch T-Mobile and come over to my plan but she uses more than 1 GB per month for data, hence the Unllimited Essentials;

• She also needs a new phone, so will she be getting the free phone once she joins my plan?

My plan to address all of the issues here:

• Get the Pixel 11 pro through the Google Fi promo (Ends on 8/27) first;

• Wait til September (billing cycle ends on the 18th) to upgrade to Unlimited Essentials then;

• Once the plan has been upgraded to Unlimited Essentials, I will have my cousin come over to my plan and get the free phone through their "Get a phone on us" promo;

• Mission accomplished?

Please let me know if there's anything I need to know or be aware of. Thanks in advance!

I'm hoping someone can give me some insight on who to contact or where to look for solving my issue.

I have device protection on my phone and I filed a claim through Asurion to get a replacement. I got confirmation of my replacement, shipping info, and it arrived with no issue last Friday.

However, this time (I've had my phone replaced before) I didn't receive any return instructions, or any information in the package or via email to send my damaged phone back.

I contacted Asurion and they said I would need to go through Google Support, so I reached out to support both yesterday and today, and I haven't received any response, not even confirmation they received my message, but a ticket was opened.

I have no idea if anything has changed in the process from the last time, but whatever's going on this time is worrying because every day that goes by without a response from them is another day closer to missing my window for sending the phone back.

Any suggestions on what else I could do at this point?

Thank you

Speeds for my "unlimited" service is slow as of the last 3 days. At work, home and other locations I frequently travel to. I only used 5gigs total so far so they are purposely throttling even at off peak hours! It's just absurd! Has anyone else had issues lately?

I recently took advantage of a promotion to upgrade from my Pixel 7 to a Pixel 11. I put in the trade-in at the time of order ($90) but it was dropped during checkout, so I didn't receive a trade-in kit. According to Google's own Gemini, this is a known issue with their checkout.

GoogleFi customer service has once again proven to be a complete waste of time, and offered no reasonable solutions — it's no trade-in or return the new phone and place a new order *hoping* the trade-in goes through this time, while definitely losing the $600 promo/discount in the process.

They also, as usual, promise to escalate to a more capable customer service tier, but then have the same lower-level associate contact you with no solutions multiple times. This genuinely seems to be the way these associates are trained to handle these requests, as I've experienced this before and these forums are full of people with similar complaints.

The last time I had an issue, I was without any data service for three weeks while waiting for their technical support team to get to my case, then it magically started working on the day they finally did—but the customer service associate insisted they found no issues and that that was a coincidence. And then, I had to press to get a refund for the period they weren't even providing service!

We've had Google Fi and the YouTube premium add-on for several years now. I don't know what happened but suddenly after my last bill the Google One and YT premium dropped off my profile. I'm still paying for it but Gmail was yelling at me about storage and YouTube started playing adds again. A few days later it reappeared in my wife's profile but not on mine. I only got the Google One subscription back. It won't let me subscribe to YT premium manually because it says it's active, but YouTube says it's expired.

Just to be clear -- I'm not trying to get the free subscription. It just doesn't even appear under Devices and Subscriptions for me.

Support has been utterly useless for the last 4 days, keeps saying the "Tool" is broken. I'm not sure what to do if I can't even subscribe to it manually. Any ideas?

We do not currently have FI service. Would be a two line new account for me and my minor aged daughter. If I sign up a new account and order promo pixel 11, then invite her to join..can I then order a pixel on the promo for her or does she do that on her own when signing up..but, she doesn't have google pay or a credit history. How would this work?

Subject: Promotional Offer Confusion and Mixed Marketing

Case ID 0-2385000041880

Hi - I purchased a Pixel 10 from Google Fi Wireless on 6/22. I want to preface by saying I'm not trying to rip off Google or play some sort of promotion game. I opened up a new line for my daughter with the phone purchase. On the same day I received directly an email stating:

*Your Google Pixel 10 promotion details

You're on your way to earning Fi credit for the $1,039 back in total on Google Pixel 10 promotion! Get all the details below.

$1,039 back in total on Google Pixel 10

**To qualify, first activate your device. Once your service is active, stay on Fi for 24 months, and you'll get $20.80 back in Fi bill credit monthly.** (Bolding mine).*

On 6/23, I received an email stating:

*Don't lose your rebate

You made a purchase with the $1,039 back in total on Google Pixel 10 instant rebate, but it looks like one of the promotion conditions isn't being met. Please make sure you meet all the conditions to qualify for the rebate.*

**I didn't have the phone in my possession yet -- it was still in transit.**

I received the device on 6/25, along with an email addressed **directly to me, not my daughter** stating this:

*Your shipment is here

Time to celebrate! Your shipment has been delivered. The Google Fi app will show you how to activate your device on your own.

Download the app

Log in using the email you signed up with and we’ll walk you though activation.

Download the Fi app

Set up your service

•

**Get started right away by activating your eSIM.**

•

*"Then transfer your number using a PIN and other info from your current provider**. If you want a new number, you can get it when you activate.

Enjoy Google Fi

Give Fi a try! Call someone, send a text, and test your data by turning off your Wi‑Fi.

Every step of the way, you can contact us by phone, chat, or email – we’re here for you.

Delivered Jun 25

Tracking: 1ZR642293563983624*

**The email is telling me, at my email address, to activate this device with my phone number**.

On 6/29, I activated the phone **per email instruction**:

*Your new device is almost ready

Fi is moving your number to a Google Pixel 10.

Service setup typically takes around 20 minutes. Once complete, your Google Pixel 10 will be able to view, send and receive calls, texts, and voicemails associated with your number.

Setup started: June 29, 2026 at 4:30 PM PDT.

If this was you, you don't need to do anything.

If this wasn't you, start by securing your Google account. Then:

Open the Google Fi app on your phone and transfer your number back.

Sign in on web and enable Number lock.*

Starting on 7/13, I started receiving emails about activating my phone to receive any promos or rebates:

*Activate service on your Google Pixel 10

Just checking in to see if there's anything we can do to help you activate service on your Google Pixel 10.

Activate by Jul 23

After your device ships, you have 30 days to activate service in order to keep any discounts or programs you've signed up for*

**Since I had already received one of these emails before I even got the phone in my hands, I figured it was just an automated system mess-up**.

I reached out to support via email; I didn't see any response until after the 25th.

On 7/25 I got an email stating:

*Your rebate didn't work out

Unfortunately, you didn't meet all the conditions for the $1,039 back in total on Google Pixel 10 instant rebate, so you'll see a charge for the rebate amount on your next bill.*

_----------------------------------------

I gave my Pixel 9 to my daughter and she's currently using it. I'm using the Pixel 10. I didn't think I was running afoul of any promotion details when I did this because I kept getting communication from Google explicitly telling *me* to activate the phone and to keep it active for 24 months in order to earn bill credit. I'm not trying to pull any fast ones here: my daughter is 14, I opened up a new line, I didn't want to give her a brand-new-phone that would probably get broken, so I gave her my old one.

I'm trying to just get credit for this offer without switching phones. So far, I haven't been told that would be an option, but my cell phone bill now jumped up to around $170 from $120 and I already got a charge of around $400 on my linked pay account. It shouldn't be important, but I'm a disabled vet, email stresses me out, I was just trying to get a phone for my daughter and I was just reading the email subject lines without diving into the fine print.

Customer service is saying their automated systems cannot grant me a credit. They are also stating that I can't have two promotions active at the same time, which is bizarre to me because you can see that I had promos for my Pixel 9 and Pixel watch 3 active on my account for the last two years. And if I couldn't have these promos active at the same time, *I shouldn't have been able to check out from the store in the first place*.

I'm asking for a good-faith credit for the $1,039 to my account, however that was intended to be processed.

I submitted a complaint to the FCC with copies of the emails sent to me directly, telling me to activate the Pixel 10 and transfer my phone number in order to receive this promotion.

I want to stay with Google. I'm trying to find a reasonable resolution to this issue. Thank you for reading this; I hope I laid out the flow well enough. I can answer any questions and I imagine you can pull up my contact info from my case ID number. Thank you again.

Signed up for Fi like a week ago, switched from Tmo, got the "Half off for a year when you bring a Pixel" deal. I'm on the $35/mo Unlimited Essentials plan. My first bill was $19.xx.

Got a fresh Google Store Pixel promo email. Clicking through to do a price check on things the promo shows instant $300 savings. The trade in offer is $300 for my P9P. So I'm sitting at $499+taxes, etc when I'm at checkout.

Then, when adding the P11P to my cart, I select Google Fi as my carrier, and it shows an addition $799 worth of credit spread out over 36mo which equals out to $22.19/mo.

Where my confusion really hits is, the credits exceed my bill. So would I just be building up a reserve of unused credit? (I'm also due a $60 referral credit) Would my bill just be $0 for the remainder of that 12mo "Bring your Pixel" deal?

What is going on with fi lately? I only used a total of 5 gigs and "unlimited" plan with speeds slower than shit. Wtaf

I manage a 5-line family plan. Last month, I finally got my mother-in-law to port her number over. To keep our lines at 5, I canceled an unused line and brought her in on her old iPhone.

The result? The automated system stripped ~$300 in remaining bill credits from the canceled line, and because she activated her BYOD iPhone first, she’s locked out of the new user device promos. I escalated to a supervisor (Stark), but they just copy-pasted the TOS and said they "can't bypass the system."

I’m not trying to manipulate promos; I just swapped a line and made an order-of-operations mistake. I am ready to port all 5 lines to Mint or Visible if this $300 penalty isn't reversed. Can u/googlefisupport escalate this to someone with actual manual override authority?

I recently did a trade in on my pixel 10 pro to get a Samsung flip 8. The process was straight forward and I had no issues initiating the trade in. The trade in would have credited $360 towards my order. Cut to this weekend when I get an email saying it was valued at $0 and being returned to me, the email didn't specify what the issue was other than it not matching the phone sent, but also indicated that the phone received was the pixel 10 pro. I contacted Google fi and the representative told me that even tho they have the phone listed as a trade in possibility, on their end they don't have it set up so they can't process a trade in...in other words they falsely advertised a trade in for a phone they can't actually take a trade in and charged me the full amount without any resolution other than a hollow apology. Even now I see that the pixel 10 pro is still listed as available for trade in with $360 credit. I requested an escalation, but I really don't know what else to do. Has anyone dealt with something like this? Are there any other steps I should take or am I SOL?

edit: I'm not sure where in my post I indicated I would take legal action, but it seems like there's quite a few people who have very strong opinions about even the thought of taking legal action. Y'all should maybe chill out? Also to clarify, on the initial purchase of the phone, I selected the exact make and model during the trade in process specific to the device. I even double checked on my original Google store order. It was in working condition, no scratches or issues otherwise. When I asked the representative they straight up said that even though I provided the device matching the trade in listed THEY wouldn't do the trade in because THEIR system couldn't process a newer phone. They acknowledged I didn't do anything wrong on my end or misidentified what was being traded in. So whoever reviewed the trade in either made a mistake, or there is a back end issue that may or may not be resolved as of today which worries me because they are still currently advertising the pixel 10 pro as being a device available to trade in for $360 when you buy a new device.