My wife and I have been in Japan since September 30th and about a week into the trip my wife's iPhone started atarted loading web pages slower and slower. At first I thought it was just a problem with her phone since it has been acting funny recently until 2 days ago my Samsung started doing the same thing.

I've found other threads suggesting to manually pick the network to connect to (e.g. SoftBank, KDDI, etc) but that either doesn't work at all or disconnects the moment my phone switches to another tower. Clearing the mobile data settings, per support, doesn't work either.

Crazy to me this has apparently been going on for quite some time but Google still hasn't resolved the issue? My Fi service works better in developing countries than in Japan is a wild thing to be true.

I had been paying for device protection for years, just in case, but hadn't used it. My pixel fell one foot but landed right on a corner, so even with a protective gorilla glass screen cover and a case, the screen shattered all the same. the top started flickering and the screen would dim grey all over. I tried to file a claim and discovered my device protection had been canceled.

I looked through all of my old bills and discovered that the device protection had been correctly linked to my phone (with a phone subscription), but when my girlfriend changed her phone, they canceled it, mistakenly linking it to her phone instead. The line item on the bill shows whose phone it was attached to, so it's very clear that this was their mistake.

I spent a very long frustrating time with an agent, who repeatedly told me "hmm, it looks like you don't have device protection". Finally they said that they would kick it up to a supervisor who would contact me, but they never did. I went to a repair shop, but the price was so much that it was almost the same as getting a newer phone with the trade-in. I started the trade-in process because I need a working phone for work and the screen keeps flickering and greying out. Still no contact from GoogleFi higherups.

I'd really like...I don't know, to be reimbursed for the many many years of pointless device protection? It's probably close to 700 dollars just on this plan the last 5-6 years, and on my last plan with them probably another few hundred. kind of seems like a pointless waste of money if they can just accidentally cancel it and not honor it when I finally need it.

I heard that if you post here that someone from GoogleFi might actually respond, so here it goes.

I just wanted to add to many of the posts about the disapointment with Google Fi's customer service. I paid for the service for my spouse and I back in May. Google Fi activated on my phone but never activated on my spouses phone due to technical errors which Google Fi support was unable to resolve. We gave up and purchased a new phone number and different carrier for her phone. However we paid for her to have Google Fi service for the entire month in which she used no data (0GB). Very easy to see on our account break down. After multiple obnoxious AI and non-native speaking Googe Fi support chats promising I would be paid back the $57 we were finally denied with the agent saying "all those other agents were wrong." But they did eventually send an "appeasment amount" of $20 which is almost more frustrating than being denied because they could have simply made the appeasment amount $57. Why $20? What an arbitrary amount. I'm going to be switching services as soon as I get a new phone. The coverage in Europe isn't even that good.

I'm considering ordering a Motorola '2025 Stylus. I'm wondering, do Motorolas still come with a psim pre-installed? Existing account by the way.

Hi everyone,

Looking for advice or assistance from community members (or Google Fi support representatives monitoring the subreddit) regarding a promotional bill credit tracking issue across two orders on two separate Google Fi accounts.

Background

Our family ordered 6 Pixel phones under two separate orders:

• Order 1 (4 phones): Ordered under Account A (Account 1).
• Order 2 (2 phones): Ordered under Account B (Account 2).

The Mistake

During initial setup, there was a cross-activation error:

• One line belonging to Order 1 (Account A) was accidentally activated on Account B's group plan.
• Two lines belonging to Order 2 (Account B) were invited to and activated under Account A's group plan.

Because of this cross-activation:

1. Account A currently has 5 lines instead of 4, showing 3 of 4 promo credits active.
2. Account B shows inactive promo credits because the two devices ordered under its order ID are currently sitting in Account A's group.

The Goal

We need to re-align the groups to match the purchasing accounts so all 24-month bill credits track correctly:

• Group A (4 Lines): Should contain the 4 devices ordered under Order 1.
• Group B (2 Lines): Should contain the 2 devices ordered under Order 2.

Current Status & Support Case

• We currently have an open Tier 2 Support Case with Google Fi.
• All 6 lines are fully active, and we have created a complete tracking document mapping every Order ID, Line Name, IMEI 1/2, EID, Serial Number, Current Group, and Target Group.
• We want to ensure that moving the lines to their proper target groups (via SIM/eSIM swap or line transfer) is done with the proper promo exception flags so the automated system doesn't accidentally void the bill credits.

Has anyone gone through a similar cross-activation realignment with Tier 2 support? Any advice on the smoothest way to get this resolved without triggering an automated promo cancellation?

Thanks in advance for any insights!

I switched from Verizon to Fi in 2021/22. At first, the service was mostly good. There were some areas I didnt have service but it was mostly good for the first 2 and a half years. I still had problems with getting service inside certain buildings that other people seemed to have service in. Come may of last year, it became abysmal. To the point I had to drive to a different parking lot on my lunch breaks just to get service. I contacted customer service chat. They told me to do the airplane mode trick. I explained that it was currently working (obviously, im chatting with them) but did it anyway. Then I reconnect but it says the agent disconnected because I did. lol. I laughed and just didn't bother. I'm a bit of a procrastinator and hate changing things so I decided to deal with it.

I cannot hold a call if I am moving. Like, walking down the street. My phone is constantly losing connection and I have to flip on and off airplane mode a dozen times a day. Especially if im driving. Some places I just get no service at all.

Im still using the galaxy s22 ultra ive been using since I switched to Fi. Im about to buy a new phone. Considering switching back to Verizon or trying something else. I'd like to stay with Google because I feel like the plan and pricing are up front. But if this is the service I'll get, then absolutely not.

Any input? Is this my phone or sim card or is the service this abysmal.

Update: appreciate all the responses. Seems like people are divided but there are others having my same issue so instead of wondering and trying to fix it, I decided to change providers.

My account got stuck in an unfixable OR-CAC-13 billing error. Google Fi support told me the only fix was to delete my account and migrate my family to a new one. The automated system treated this as a standard "cancellation," instantly charging my credit card $1,277.71 for my financed devices and voiding my remaining 11 months of promotional credits (worth over $800). Frontline support admits the system voided it but refuses to issue a credit.

I am completely at a loss here and hoping someone from the advanced engineering or billing team sees this, because frontline support is just reading me a script.

The Catalyst (Google's Glitch):

Recently, my Google Fi account got permanently stuck with an OR-CAC-13 billing profile error. It was a backend database glitch on Google’s end that frontline support simply could not fix. After going in circles, a support rep told me the only workaround was to completely close my current Fi account and migrate my family's lines over to a brand-new Google Fi account.

I followed their instructions exactly.

The Financial Trap:

Because I closed the account (at support's explicit direction), the Google Fi automated billing system treated it as a voluntary cancellation.

The Accelerated Charge: The system immediately accelerated the remaining balances of all 5 of our financed family devices (a phone, two watches, and accessories). I was automatically charged $1,277.71 in a single lump sum to my credit card yesterday.

The Lost Promos: Because the contract was "canceled," the system automatically voided my remaining 11 months of promotional credits. I was previously getting $74.95/month in promo credits to offset those devices. I have now lost over $800 in value because of a forced migration.

The Support Nightmare:

When I reached out to frontline chat support today with the exact math, the agent verified what happened. He confirmed that because the payment profile was deleted, the system detected a cancellation and voided the promotion.

His solution? Nothing. He told me the system automatically did it, so there is nothing that can be done and no manual credit can be issued.

To make matters worse, since the forced migration, my two cellular smartwatches have completely lost their network connection and are effectively bricked, and nobody can figure out how to reprovision them to the new account.

Has anyone successfully escalated something like this past frontline support? I did not voluntarily cancel my service—I was following a support agent's instructions to bypass a Google system failure, and I am being penalized over $2,000 in forced charges and lost credits for it.

Do I have to file an FCC billing complaint just to get a human with override authority to look at this? Any advice from the community or u/googlefisupport would be greatly appreciated.

Hotspot is extremely inconsistent, service is as well. I'm just baffled at how bad the service can be in this big year, and I live in a city. Everytime I reach out to customer service they give useless prompt responses.

So i planned on switching to GFI from T-Mobile because of the better pricing. So as a result, I signed up for a plan and they offered me a $399 off and $799 on Credit back for a new Google Pixel Pro 11 (512 gb) as part of the new customer promotion deal. Thought it was a great deal to lure a customer and in my case I'm going to end up paying $5 more for the financing after the promotions.

However, when I ordered the Pixel Pro 11 (512 gb), Fi kept on cancelling my order and said "your order was cancelled because it doesn't align with our sales terms". So i reached out to customer service and they said change my payment methods and clear all the red flags on your payment methods. so i did that, and still getting cancelled with the same issue.

I reached out again to CS and this time i updated my address associated with the card after that still getting cancelled. I reached out to customer support for 8 straight days and kept telling me to update my payment methods, address etc for 8 straight days as well, it's absurd. The last CS i talked to, i think felt my frustration but i said sorry at the end.

I gave up! As much as i wanted to move on from T-Mobile, it's just that they don't care at all and won't let the people who were struggling to find answers for what could actually be happening. I figured that I'm not the only one having this frustration but for the people thinking of moving because of the price, it's awesome until you are having problems and dealing with their CS. HORRIBLE.

Is anybody else still holding out on legacy pixel pass? I'm wondering if it is finally time to cancel. Looks like I cant change my AI subscription tier and google is scaling it back. Not sure if I want to though.

Anyone else miss the pixel watch again because of their system kept canceling orders ?

I was in month 3 of a 12 month promo at $1.99/mo for Google AI Pro 5TB. Boom that ended the literal minute I activated Google Fi. I got a refund for the amount I was paying and was promptly told that I'd be charged $18/mo starting on November 15th.

Thank you very much, Google.

So I'm paying for Google AI plan and includes my family. How would this promo affect my current plan? Would it kick them all off for this 6th month promo?

I've been through several online guides and spent a few hours with Fi support but the new Poco x8 pro I bought isn't activating. The phone doesn't support esim, and I've ordered and put in a physical SIM from Google and it doesn't work. I've tinkered with APN settings but my phone doesn't even save new APNs , so I don't know what to think about that. I'm thinking a full factory reset is in order because right out of the sealed box, the phone went to a home screen (once charged) instead of a Google account login screen like I'm used to seeing when setting up a new phone.

I've seen posts on Reddit about other recent Poco models working on Fi before so i don't see why I'm running into so much trouble. Back in 2019/2020 I had a Xiaomi phone and it was the best phone I've ever had by leaps and bounds, so I'm dead set on getting this phone to work. It connects to WiFi and operates super smooth in apps, so I'm noticing no other problems with it. If anyone has any advice, it would be hugely appreciated.

Has anyone had any trouble with Google Fi customer service? I have been trying to get my son switched from his Fi account to mine since June. There have been countless emails back and forth with zero success.

A few weeks ago, one of the reps misunderstood what I was trying to do and accidentally issued a port-out for my account. Since she did the port-out, this voided my financial agreement for the phone and watch I purchased that was supposed to be financed. Because of this, my credit card was charged almost $1300.

After numerous attempts to get the charge taken off and being told numerous times that they do not see the charge, after being hung up on today, and then the rep deciding to cancel my SIM instead of simply calling me back, I had no choice but to switch carriers.

I have never had any issues with any of my other carriers. I was never able to just call to get this resolved. I was always told to send another email, or that someone would call me back.

I don't understand why this wasn't ever just simply resolved!

I have 5 people on my FI plan. If I pause the service on the main account holder, myself will the other on my plan still having a working phone with everything, data, phone calls etc.

Over the past couple months I've been noticing that my data has been getting slower and slower to the point I can barely load websites or apps on data. I've been spending more and more time on 4G or H+ and location doesn't seem to make a huge difference. Anyone else noticing this degradation?

I've had a case with support for over 20 days for a port in that has been in process for 3 weeks. They've cancelled and restarted the port in twice. My carse has been "escalated to engineering" for a week with no update other than it's been escalated to engineering over and over. The port in is from T-Mobile so they're should be no issue. There is no port protection on the line.

I'm unable to use my phone and I want to know what engineering is ACTUALLY doing if anything. I've messaged the Fi reddit account.

So I came to GFi from TMO because of the better pricing, and I've been with GFi for some time now (about 2+ years). Once thing I absolutely hate about GFi is their customer support.

TLDR; I opened up a line, but then canceled it 2 days into the next billing cycle, so I got hit with a prorate for the previous month + the new month. GFi is saying they're unwilling to do a courtesy credit, even though there was 0 activity on the SIM.

They were also insisting I used the line and made international calls with it, but all of which were before the previous billing cycle ended. They reassured me that refunds will return back after 90 days. This was back in May. It is now October.

Honestly, GFi really doesn't care for their customers.

Already have a Pixel in your cart—or thinking about making the switch? I have 10 Google Store referral codes for 10% off an eligible Pixel phone.

Full disclosure: you get the discount, and I get $50 in Google Store credit for a qualifying referral. We both get something out of it.

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So rather than post Google’s canned “I thought you might like this great deal” message, here’s my actual recommendation: I’d recommend a Pixel anyway. Being able to help someone save on one is a nice bonus.

For perspective, 10% off an eligible $1,000 phone would be $100 saved.

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5. REF-L5LT9XO3W9B9RWLURV8V7JM
6. REF-BYLCBXY4DEPRUVVLV5Q1ZKF
7. REF-5QUS9ST615LIK753NCSVZ4K
8. REF-GXHJ3UHN4DG2WCMYYVAAMJF
9. REF-5E7YCJKB3LNKZFGBESF1JEK
10. REF-Y8PGRFH2W6SK9QBETHDQCME

My referral dashboard lists November 5, 2026 as the offer end date, so please use a code before then, while available. Google’s eligibility and promotional restrictions apply; the discount cannot be combined with every offer.

Used one? Please comment with the code number so I can remove it and save the next person an unsuccessful checkout. Thanks—and enjoy the new Pixel!

Google’s program details:

https://store.google.com/magazine/pixel-referrals

I keep getting dead replacement devices for my device protection claim. I opened my claim back on September 17, and still haven't received a working replacement device. About to FedEx the 3rd dead phone back.

I'm using googlefi esim but I'll be travelling to a country that does not have googlefi so I'll need to get a local physical sim. Would this break the 120 day promo?

I did a trade-in with a Pixel 9 Pro and then found out today that my value of $300 was adjusted to half of that because I incorrectly reported the model. I have reached out because I sent in a Pixel 9 Pro and reported a Pixel 9 Pro. they said they escalated the situation and I will hear back.

Wondering if anybody else has encountered this.