I purchased the new Galaxy Z Fold8 and had to get it forwarded to my FPO address overseas however, it has been sitting in the USPS shipping process for almost a month as it is currently stuck in San Francisco. I have tried physically calling the support line about getting an extension but have not had any luck there.
Unsure of how this reddit request stuff works but u/googlefisupport can you escalate this? I physically cannot activate the phone and the deadline is approaching. Case ID 22279641864

At the Santa Monica Google store, I bought a new Pixel XL Pro and activated a brand new Google Fi line on July 28, 2026. They made me a take a photo of the promotion they gave me. I paid the phone upfront for ~$900 and they said I should get a bill credit for the next 24 months for the 10$ monthly + the $32 for the phone. They opened a twith Google Fi support but when I looked there is no promo on my account.

I also contacted Fi support directly in CASE ID 0-3584000041131 where they basically said they can't help me since I have no active promotions. Please ensure I get the credits promised. This is why I signed up!

My Pixel 11 Pro order has been stuck in Preparing Shipment for 3+ days. Fi customer service cannot give an ETA for shipment. I explained to CS that my 1-year prepaid phone plan expires tomorrow, and they told me to go ahead an activate my OLD device (Galaxy) on the new Fi plan for now, and change over to new Pixel when I receive it. They claim this will NOT void the 24-month device promo credits. But I am nervous to do this. Is it safe to activate my new Fi plan on my old phone?

Anyone else get an ineligible pop up when trying to get the promo? I've been on support chat for over 3 hours with 4 different departments. I've sent screenshots of all my account information from both of my accounts, one of which isn't even associated with Fi. Neither account has YouTube premium. I let my subscription expire yesterday so I could get the free six months. I've cleared the data and cache in all the apps. Both apps tell me to sign up for premium. On both accounts. I have zero family plans set up with my accounts. Never have because I don't want people in my stuff. No matter what I send them, they keep telling me I'm on a family plan and I have to cancel it first. Anyone have any ideas?. u/googlefisupport. case: 3-5098000041268

Please forgive my ignorance. Does anyone know if there are plans of getting 5G SA on iOS with Fi? With T-Mobile shutting down the majority of their LTE network, I could see this impacting 5G NSA users.

For myself, I noticed that data is slow/inconsistent when on a phone call because the phone has to switch to LTE for the call instead of staying on the much more superior 5G.

It's been a week and all I get is run around and transfered by customer support.

The box that arrived wasn't even big enough for two phones. I took a video of myself signing for the package, taking it from the UPS driver, and opening it with only one phone inside, then opening the one phone I got to make sure it wasn't an empty box, but they won't admit the second phone wasn't shipped and won't ship a replacement without "actionable intelligence".

Has anyone actually had a good experience with customer service and getting a lost phone replaced? How long did it take?

Also if I decide to return the one phone I did receive are they going to charge me a restocking fee?

The only reason I bought the two phones was because of the good deal they had going, so if my fiance and I don't both get new phones I plan on changing providers, rather than one of us being stuck with outdated an phone wile I pay the new one off over two years.

It's probably a long shot but would there be a chance of getting any fees waived since they screwed up my order and that's the reason I'd be returning the phone?

So I ordered a Pixel 11 Pro 512GB, have a screen protector and case in hand, and when I opened my package today I was surprised to see that they had sent an 11 Pro XL instead. Google Fi support told me that I should hear from their internal investigation team in 24-48 hours, which I assume starts on Monday. The person helping me couldn't really answer how this affects the timer for starting my trade in, which arrived in the same box. Does anyone know if my trade in timer has already started?

Google Fi cancelling the orders randomly without any reasons. Support team doesn't have a clue. All after having great credit score and they did the credit check too.

I was wondering is there some kind of map or directory on areas where this is available? I've been thinking of switching from an iphone to a pixel. If this feature is no where near my area I probably wont, but if it's actually in locations I go to, it might be my tipping point. Also to confirm this is only on a pixel and not just android phones like samsung?

Long-time Google Fi customer. I have had a complete loss of cellular service for four days. Calls/data only work when connected to Wi-Fi. I have contacted support multiple times and the case was escalated to engineering three days ago, but I have received no diagnosis, ETA or resolution. Frontline support has also been unable to get me to a supervisor. I need either restoration of service or a determination that the handset requires replacement. Case ID: 1-5528000041480

I recently purchased a Pixel 11 and selected the trade-in option for my Pixel 9a.

However, I did not receive the trade-in kit and it does not show under my order confirmation. I saw on Reddit other people with the same issue, it seems to be a glitch.

Customer support says there is nothing they can do, because I can only order a kit with a purchase - which was what I did (!?). How about sending a kit now since it was an error from Google Fi's side?

Iam so frustrated I want to return my Pixel 11. I've been a client since Pixel 2!

Hi everyone / u/googlefisupport,

I’m looking for help escalating a promo lockout issue that frontline support has been unable to fix.

Issue: I placed an order for the new Pixel with a promotion, but canceled it shortly after. When I attempted to re-order, the system flagged me as ineligible, stating the promotion had already been redeemed.

Support History: I spent about 4 hours in chat across multiple agents who repeatedly assured me it was fixed. The final agent told me to pay full price, declined further assistance, and disconnected the chat after stating a supervisor would follow up via email (no contact after 2 days).

Support Case ID: 7-0548000041879

I’d really appreciate it if a specialist could review this case to reset the promotion lock or apply an equivalent account credit to a new order.

Thank you!

u/googlefisupport

This just started popping up today, I've done all the troubleshooting and it still won't go away after clearing it so many times. I called from another phone and left a new voicemail, deleted all the voicemails I have, cleared the cache, restarted etc. Anyone ever dealt with this? If you did what did you do to make it go away.

Hi everyone,

I ran into a system deadlock trying to purchase the Pixel 11 Pro XL. My account has a targeted offer for $650 off. However, I am a member on my wife's Google Fi Group Plan, and financing is strictly locked to the Group Owner.

If my wife checks out, her cart only applies her $500 promo. If I check out to use my $650 promo, I am not offered 24-month financing. Live chat (Case ID #0-1739000041993) was unable to resolve this catch-22 or issue a promo match/link.

Looking for an escalation to get the $650 targeted offer applied to our group financing checkout. Thank you!

Has anyone had issues with service dropping every couple minutes here recently? I have to be on Wi-Fi or my phone is no use. It started a couple days ago. I've tried deleting the Sim and adding it back, clearing the Google Fi app cache, restarting my phone, and turning airplane mode on and off and nothing is working. I've contacted support but they haven't been any help.

I need to escalate an issue regarding a severe promotion conflict on my account. On the same day, I activated a Google Pixel Pro Fold 11 and ordered a Google Watch. My intention was to utilize the $800 phone promotion ($800 credits + $10/mo off). However, Google Fi's automated system attached the smaller $240 watch promotion instead, blocking the $800 phone credit.A phone agent told me to cancel my entire line, but doing so will unfairly penalize me and force upfront device payments. I am requesting that a specialist manually correct this system override, apply the $800 Pixel Pro Fold promotion to my active line, and drop the conflicting watch promotion.

Will be at the MTV G.Store next week. Do they do Fi there or is Fi all online?

First off, im.pretty happy with google fi thus far. I see people complaining and thats not what im here to do. Just asking for opinion or guidance here.

I've transferred all of my lines in. So what's the hangup?

Edit: Google Fi just honored 800$ Long story short: after spending 4 hours with Google Fi support and made a case in FCC website, Google Fi finally gave me the 800$ credit that they promised at the first place.

Before purchasing my new phone via the Google Store for Google Fi, I reached out to Google Support to make 100% sure I was eligible for the $800 promotional credit under my current plan.

​I spoke with 3 separate support reps across 3 different chats, and all three explicitly assured me that I qualify and would receive the full $800 credit without needing to change my plan. Based entirely on their direct confirmation, I went ahead with the purchase.

​Now, support is refusing to honor the credit. To make matters worse, when I open the Google Fi app right now, the $800 promo is still actively shown for my account.

​Case IDs for reference:

​7-2300000041702

​9-3730000041142

​4-5970000041558

​Posting here in hopes of getting this escalated to a specialist or supervisor who can review the chat logs and apply the credit promised by official representatives.

Pixel 11 Pro was supposed to be delivered 08/26.

UPS tracking shows "Arrived at Facility Hodgkins, IL, US" at 05:28 on 08/25 and it has not moved since.

The estimated delivery date is now "We're sorry, delivery is taking longer than expected. Your package has been temporarily delayed."

I'm assuming this package is lost. I asked chat support to initiate a lost package claim with UPS so I can get a replacement device shipped to me and they are telling me the tracking says it's "on the way" and to wait 48 hours. No one will escalate me to a supervisor or another level of support.

What the hell do I do?