Project Fi Customer Service Issues

I will be traveling to Europe for 3 weeks from June 1st onwards and I am considering whether using Project Fi would be a better option than Europe Buzz/Mobal's $0.79/minute plan. I have a spare GSM unlocked phone that I plan to use, and my main objective is to minimize my expenses while abroad. Primarily, I intend to use the plan for calls to my European friends, texts, and calls back home when I can't use WIFI calling. I might also need some data for maps, directions, and local information, but not excessively. Currently, I am a Metro PCS user in the US and have had no significant issues, but I am open to switching if it proves to be more cost-effective. Thank you for your advice on this matter.

I returned my Project Fi phone due to damage and received a replacement, but it is asking for a SIM card to connect to the phone service. Surprisingly, my previous phone didn't have a SIM card, and despite checking the slot and the back, I couldn't find one. I've tried reaching out to Project Fi customer service via five messages and an email with no luck. I placed the order on Sep 21, [redacted], with the order number GS.6[redacted]-[redacted] through Google Inc. at their Mountain View address, and the shipping address is in Boulder, CO.

I need assistance with keeping a secret until Christmas when the gift is opened. I purchased a Pixel 3 phone for my wife on November 23 during Black Friday. To ensure I am not charged an extra $[redacted] and receive a $[redacted] service credit, I know I have to activate it by a specific date. The phone is expected to ship on November 25. I want to know the latest possible activation date to avoid any charges or credits. Since I am unsure about the activation process, I think my wife should be present during it. I used her email to make the purchase and have been monitoring her inbox daily to forward and delete Project Fi emails to keep the surprise. Your assistance is highly valued. If it's more convenient, you can reach me at [redacted]. Thank you for your help. Dave W.

I often do not receive SMS text messages unless I am connected to wifi. When I return home, multiple messages come through at once. Sometimes, I also receive strange gibberish texts or messages in different languages like Chinese. I have encountered major issues with Google Fi support. When trying to call through the app, I faced a loop of an automated voice message instead of reaching a support assistant. The chat option also failed to work, both on the app and when trying to access support online, where I was stuck in a queue with little progress after 30 minutes.

I recently contacted Project Fi about a speaker issue I'm experiencing with my phone that I purchased brand new in March [redacted]. After troubleshooting with a representative and factory resetting my phone, the issue was not resolved. The representative suggested replacing my phone with a refurbished one, but as I bought my phone new, I insisted on a new replacement. My information was then passed to a manager (Hetsel) who claimed I couldn't get a new phone or a discount on another one. This response was frustrating. I believe that as a customer of a big company like Google, I should receive a new phone. The customer service at Project Fi needs improvement in how they assist customers. I hope that someone properly trained and who understands my issue will reach out to help me.

My Project Fi phone constantly requires charging due to poor battery performance. I have contacted tech support and spent over 20 hours attempting various troubleshooting steps with no improvement. During my last call, the tech support agent promised to call back in 10 minutes but failed to do so. When I requested to speak with a supervisor for more advanced assistance, the support team was unable to locate one. I am considering switching to a different provider due to the ongoing issues. Please have a higher-level representative reach out to me regarding this matter.

I am the owner of a Pixel 3 phone that I purchased brand new through Google Fi roughly 3 months ago. Shortly after acquiring the phone, I encountered severe call quality problems. The call volume would vary drastically from being too loud to too quiet, even when I had full signal strength. Calls frequently dropped, making it challenging to communicate properly. Despite contacting Google Fi customer support multiple times via chat due to my inability to make reliable phone calls, I have not received any satisfactory resolution. Each time I reach out, I am informed that a member of the "special team" will contact me via email, but no progress has been made. They have been unhelpful, unable to offer solutions, and have refused to process a warranty claim for my relatively new phone. I have researched online and found that this issue is widespread with the Pixel 3, but Google is hesitant to acknowledge it or address it effectively. Unlike my Pixel 3, my husband's Pixel XL, operating under the same conditions, has no trouble making calls. The problem lies with the faulty phone, not the service, yet Google persists in neglecting to address or rectify the issue.

My Nexus 6P battery isn't charging properly. It only works with a 1-foot charging cord. When it does charge, the phone is unreliable. The first new Nexus 6P I received under warranty was replaced with a refurbished one. I'm disappointed and wish to have a new phone instead of another refurbished Nexus 6P, considering the bad reviews mentioning its unreliability. The camera may have a decent quality, but it has been glitchy and unreliable. I appreciate any assistance as I am a fan of the Fi Project. Thank you.

I am facing an issue when I receive calls from [redacted] on my Project Fi phone number, [redacted]. Whenever I try to answer the call, both my phone and the caller's phone receive a busy signal. This also occurs when the call goes to voicemail. I am unsure if I have the number blocked and would appreciate any assistance in resolving this matter. Thank you. - Rick G.

Hello! I recently cancelled my Google Fi service, but I noticed that I was still charged the full month's fee of $26.23 on my credit card after the cancellation date of June 25th. Despite receiving an email confirming the cancellation and showing a credit of $17.96 on my July statement, I am puzzled by the additional charges I received. The email mentioned there might be two more bills to close out all charges, but if there is already a credit balance, why was I charged the full amount? Should I make the payment for now and expect a refund later? How can I be certain that I am no longer being billed for a service I no longer use? I would appreciate any assistance with this matter. Thank you! Best regards, Scott

I have reached out to you multiple times to discuss extending my Google Fi bill due to job loss related to Covid-19. The first representative informed me that they could extend the payment deadline to October 5th, which aligns with my new job start date. I am willing to provide any necessary documentation, such as an offer letter with salary details, to support this extension. While the representative agreed to the extension, I have not received any follow-up. If needed, I can supply documentation promptly. If the extension is not honored as promised, I will escalate the issue to the BBB. I hope we can resolve this internally before taking further action. Thank you, S. Simontis

I recently bought a Samsung S20 5G Ultra through Google Fi. Unfortunately, the screen broke, and I sent it to Samsung for repair. Samsung claims it's an "International" (gray market) phone which makes repairs challenging due to parts unavailability. Despite contacting Google and Samsung numerous times, I haven't received a satisfactory resolution. Their best offer was related to a protection plan, which doesn't address the root issue of Google selling a gray market phone that cannot be repaired. I believe selling such devices is unethical, if not illegal. At this stage, I'm seeking a refund as a resolution.

I am Al W. and my wife is J. W. We have had an account for several years. Recently, there was a fraudulent charge on my credit card used for the Project FI bill. When payment was attempted, the card was declined. While I believe I made the payment with another card last month, it seems the billing information was not updated, leading to a similar issue this month. I am currently facing difficulties in paying the bill due to unclear methods and insufficient customer support tools. I urgently require access to the bill and a clear payment process. The two phone numbers involved are [redacted] and [redacted]. The prolonged waiting times for assistance are unacceptable, especially considering my age and limited tech knowledge. I kindly request for my service to be reinstated swiftly, and I am ready to provide a new debit card for processing once contacted.

I am reaching out regarding my ongoing issues with Google Fi. Surprisingly, the problem of not receiving text messages from some contacts, particularly iPhone users, seems to have been spontaneously resolved. However, I continue to face other persistent issues. Of particular concern is my inability to access mobile data when not connected to WiFi. Despite showing a strong LTE signal, I receive notifications indicating that I am "not connected to a network." Despite multiple attempts to troubleshoot in the settings with all permissions allowed, the problem persists. I fear I may be incurring charges for mobile data that I am unable to use when not on WiFi. There are no reported issues with phone calls, only with data streaming. I have sought help through chats and online searches to no avail. I would appreciate any assistance in understanding and resolving this issue. Thank you for your attention to this matter.

I recently purchased a Pixel 6 after my Pixel 3a ceased to function and couldn't be fixed. However, I'm encountering difficulty with 2-factor authentication as I no longer have my old phone. I urgently need to stay in touch with loved ones in Israel and the USA. Could someone assist me in deactivating 2-factor authentication for my account ([redacted] / +1 [redacted])? I can verify my password and provide my Social Security Number if necessary. This email is temporary until I regain access to my main account, which I will be monitoring frequently in the meantime.

My Google Fi account gets suspended monthly due to automated non-payment. This time, the issue was significant as my SSI check was taken, leaving me without any income until I receive my retirement funds on the 3rd. I plan to settle my bill then, but I no longer wish to continue the service. While I appreciate Google Play's offerings, I cannot afford this cycle every month. Hence, I intend to switch to another phone service. After clearing my dues on the 3rd, I request to avoid any further charges as I can't afford them. Thank you.

I have been trying to contact you all morning and I am extremely upset. My phone is not receiving calls and despite multiple attempts, I keep getting asked the same questions repeatedly. I followed instructions to input numbers into my phone and call, but my settings do not indicate any blocks. I urgently need assistance as my son is in the hospital and needs to reach me. This situation is unacceptable, especially considering the amount I pay for a phone that is not functional. I am very frustrated and close to switching services. I need immediate help with this issue.

I am experiencing difficulties reaching out to Google Fi for assistance. Despite dialing their toll-free number, I am not receiving the verification text required. After attempting to request a callback multiple times, the promised one-minute wait has extended to over an hour with no response. Initiating a chat session also indicates a short wait time, but the connection is never established after numerous attempts. Regarding my data usage, Google Fi displays 44 GB consumed while my records indicate only 6 GB usage. Furthermore, the data speeds are considerably slow, making it challenging to use the service effectively. Currently, I am aboard a ship, where my phone access is limited to specific hours when we are at port. I have also tried reaching out to Google Fi via their corporate contact number at [redacted]. Unfortunately, the automated message states they are closed, advising me to call back during regular business hours.