Category Archives: Google Fiber

The latest news from the Google Fiber team

1,000,000 is a good place to start

We take customer service quite seriously around here. In fact, to ensure that we hear your feedback and deliver the service you deserve, we collect survey responses for every interaction with our customers across all Fiber markets — whether you’ve had a visit from one of our installers or needed a repair in your home, or you hit us up on the phone, online, or even through Twitter or Facebook.


So we’re really excited today to celebrate our one millionth satisfied customer survey response!




Over the past five years, we’ve been so lucky to be able to provide superfast Internet to incredible people across each of our markets. What you think really matters to us (in fact, it’s one of our central values), whether we’re doing well or have some things we need to improve.


We appreciate and use that feedback to get better. Thank you to the many of you who told us about your experience.  Here are a few of our favorite customer responses that have their own take on a million:


I had about 23 million questions, and [my agent] helped answer all of them. I actually had FUN talking to a customer service representative for once in my life! (Kansas City, KS)


I was a little bit freaking out because a technician was at my apartment installing the unit while I was at work and everything was just a mess. But the agent was very patient with me and even though we ran into a million other technical issues, helped so much. Gold star for customer service, today! (Provo, UT)


It was quick and easy. I was very very impressed and I have loved the quality of my product. I would definitely recommend google fiber a million times over again! (Kansas City, KS)

This is just the beginning — we’ll keep working to improve because the most important number in 1,000,000 is 1. We focus on the individual, and we know that we’re only as good as our next interaction with you. And while we hope you won’t need us, know that if you do, we’re here for you. We want to make sure that you are satisfied customer 1,000,001.

Posted by Leanna Moskowitz, Customer Service Experience Program Manager

Inspiring the next generation of thinkers and doers

Google Fiber’s community partnerships across the country are essential to maximize the potential of superfast Internet in the local communities we serve. These partnerships are the bedrock of Google Fiber’s approach to community impact programming and digital inclusion investments , and we want to share an update on our most recent efforts in our Fiber cities in the Southeast.

Today, in Huntsville, we announced three new community partnerships: first up, Rocket City’s inaugural Community Connection at the Harris Home for Children, a nonprofit organization that has been helping foster children and families in Huntsville since 1954. Kids at the center will now have access to free superfast Internet service in the recreation building where they’ll have an opportunity to discover, create, and dream about where their lives can go.


And in the coming weeks, we’ll also connect Dr. Richard Showers Community Center and Girls, Inc. of Huntsville to superfast Internet, allowing them to better meet the needs of their constituencies and help them really take off.

Earlier this week, just a few hours north in Nashville, we celebrated the grand opening of a new computer lab with the Northwest Family YMCA in Music City. With 15 new computers, the lab will help local residents further their education and find better jobs, enable kids to communicate with teachers, and provide life enrichment resources for everyone in the area.

Additionally, we’ve partnered with the YMCA of Middle Tennessee to offer programs like Create Your World, which teaches kids how STEM and coding skills can be fun along with educational -- creating music and mini-films using stop motion animation. And we’re also offering programs with the YMCA that teach digital literacy and other online skills at different levels and for all different ages, including adults — everyone needs to be able to navigate the internet safely and to harness its power to reach their full potential.


And finally, in Atlanta, Google Fiber has teamed up with the Centers of Hope, an initiative launched by the City of Atlanta in 2013 to convert unused recreation centers to state-of-the-art learning facilities with both academic and recreational programs. We now have four labs up and running in Adamsville, Rosel Fann, Pittman and SouthBend.

Mayor Kasim Reed helped unveil the first center in May at Adamsville Center of Hope. The labs are equipped with new desktop computers, printers, Chromeboxes, and Google Cardboard, and lined with new furniture, artwork and murals. They’re used by kids for after school programming, including homework, coding classes and Boys & Girls Club activities. Plus, adults and seniors are using the labs and equipment for job search and digital literacy classes.


While the labs aren’t connected to Google Fiber yet, we hope to make them part of our Community Connections program as we bring service to more neighborhoods throughout Atlanta.

Digital inclusion has been central to the mission of Google FIber since our beginnings in Kansas City. As we’ve grown, we’ve learned important lessons from local leaders about how to tackle this issue in more meaningful and impactful ways, customized to the needs of our communities. We are proud to partner with the organizations and residents who are tirelessly working to make the community a better place, and we look for ways to support and amplify the work they do every day. We firmly expect great things from this next generation of innovators, developers, engineers, and entrepreneurs wherever they come from, including Huntsville, Nashville and Atlanta.

Posted by Daynise Joseph and Fabiola Charles Stokes, Community Impact Managers


Webpass heads to the Emerald City


Today, Webpass announced that it's ready to move into Seattle, one Ethernet-wired building at a time.

The company has made great progress in the Emerald City, identifying the first building where it will provide high-speed Internet service, and hiring a General Manager to lead the local team.

Webpass will provide blazing-fast Internet (up to a gigabit per second!) to residential and business customers, starting with Fifteen Twenty-One Second Avenue, a 40-story tower located above Pike Place Market. They expect to add many more buildings throughout the city, and, starting today, residents of other apartment and condo buildings can reach out to express interest in bringing Webpass to their home.


Leading the Seattle team as General Manager is Craig Friedson, a 20-year Seattle resident and telecom and Internet industry professional for nearly 25 years. Craig’s industry expertise, combined with his local knowledge, will be a great asset to Webpass' new home office in Seattle.

fullsizeoutput_183a.jpeg
Webpass Seattle Launch Team
Customers can learn more here, or at 1-800-WEBPASS.

Posted by Charles Barr, founder, Webpass

Google Fiber Lifts Off in Huntsville


Huntsville — a.k.a. Rocket City — is truly a place on the rise. Nationally known for its strong science and technology presence, Huntsville is one of the fastest growing cities in the U.S. and quickly becoming a destination for diverse, creative and entrepreneurial minds. Today, we are proud to announce Google Fiber is officially lifting off in Rocket City.

As of this morning, customers in North Huntsville can sign up for Google Fiber’s superfast Internet, TV and phone service. Residents and small business owners in this part of the city now have access to Google Fiber’s superfast Internet.

We’re excited to bring our service to more and more Huntsvillians, so be sure to sign up at fiber.google.com/cities/huntsville to be among the first to receive updates and future announcements.

Residents in North Huntsville can now sign up for the Fiber 1000 + TV, Fiber 1000, Fiber 100 or Fiber 100 + TV. Customers can also add a Fiber Phone to any of these packages, providing a great voice experience with all of the features of Google Voice, including very low international calling rates.



Huntsville just gets it. Mayor Battle and the city’s leadership understand what unlocking the true potential of the Web with fiber Internet can do for a city, its businesses and residents. As an enterprising city, Huntsville explored new ways to connect residents and small businesses and is building a municipal fiber network through Huntsville Utilities. Google Fiber is the city’s first tenant and will lease part of the network with a non-exclusive arrangement, which allows other providers to lease fiber from the city as well.

Across the country, there continues to be incredible demand for gigabit Internet. While we continue the process of building Google Fiber networks in cities like Kansas City, Austin, Nashville, and others, we’re always looking to new approaches to get people connected. Leasing  the infrastructure in Huntsville rather than building from scratch allows us to bring Google Fiber to even more people, and even faster.

Huntsville has a vibrant network of nonprofit and community organizations working to make the city a better place to work and live. We have been proud to work hand-in-hand with many of these organizations, such as the US Space and Rocket Center, to advance our priority areas of digital inclusion, STEM education, and supporting entrepreneurs and nonprofits.

We are excited to see North Huntsville be the first area to be connected with Google Fiber service, and to see the impact that ultra high-speed broadband can have on everything from economic growth to education to public services and more.

Gigabit speeds can be the foundation for continued innovation and growth for a city. We can’t wait to see what’s possible in Huntsville!

Posted by Caroline de Gantes, Head of Business Operations, Huntsville

Google Fiber Community Impact Report



From the earliest days of Google Fiber through today, we’ve seen the transformational power of local partnerships and how access to super fast Internet - and all the tools that come with it - can drive progress in communities. From tech hubs and entrepreneurs, to low income families and seniors, those with access and training can leap over the digital divide.

Today, we’re excited to share an in-depth look at findings from our work in the community through our new Community Impact Report. This report looks at how, through collaboration with local partners and nonprofits, some of the communities in need of more internet access have had the opportunity to thrive in an increasingly digital world. The full report, with national and local data can be found here.



Through a variety of efforts, including programs focused on science, math, engineering and digital literacy, we’ve experienced amazing progress toward digital equity. Together with our local partners, we’ve seen:

  • Over 1 million people reached through the work of Digital Inclusion Fellows
  • 206,000 Children and families served by STEM-focused programs supported by Google Fiber
  • 115,000 Hours of digital literacy training 
  • More than 1,910 Families living in public housing with access to no-cost Gigabit Internet
  • Over 200 Nonprofit partners and community organizations with free Gigabit Internet through our Community Connections program

None of this would be possible without our strong local collaborations with community programs, nonprofits and housing authorities. These community leaders are doing some great work to help bridge the digital divide in their own backyards.

For example, in Austin, together with the Housing Authority of the City of Austin (HACA) we connected three properties to Internet access at no cost. With that connection, HACA resident Christeen Weir graduated valedictorian of her high school and is now pursuing a biomedical engineering degree at UT-Austin. She credits the HACA and a Google Fiber connection with helping her achieve her dream to become the first person in her family to attend a 4-year college since she used it to help her research projects for school and fill out applications for scholarships.

In Charlotte, we opened up our Fiber Space and worked with local partner DigiBridge to host a Daddy Daughter Code-In. In a twist on the Father Daughter dance, we brought in local dads and daughters together with the purpose of getting more girls involved in STEM. Thirty father-daughter pairs built Lego robots, made binary code necklaces, and learned about 3D printing. Due to the popularity of the event, Google Fiber hosted a follow-up Daddy Daughter Code-In, serving over 100 parents and children over the course of both events.

Looking forward, our community impact work will continue to evolve as our business and technology does, and we’ll continue to focus on supporting high quality Internet and digital literacy programming for those who can benefit the most. With up to a gigabit connection, and local educational support, the possibilities go far beyond the bare minimum. Individuals will be able to get online to finish homework, find jobs, apply for college, and truly get connected.

Access’ Next Steps with Citizens Broadband Radio Service

If you’ve ever tried to make a call in a hotel or at a conference, only to realize there is no connectivity, or it is too slow to use, you understand the importance of having high capacity wireless networks. We have been working with operators and hardware manufacturers towards a radically new spectrum sharing technique to make bandwidth readily abundant and accessible in the U.S.

The shared spectrum approach is being applied to the Citizens Broadband Radio Service (CBRS) band (3.55GHz-3.7GHz). CBRS will allow large venues such as enterprises, concert halls, sports arenas, theme parks, shopping malls — and yes even hotels and conference centers — to easily deploy private, wireless LTE networks without spending billions to lease spectrum. This will enable more innovation in wireless applications and products going forward.


There are three requirements for the CBRS band to be ready for prime time: (1) a Spectrum Access System (SAS), as mandated by the FCC to manage spectrum sharing; (2) a robust hardware ecosystem; and (3) the deployment of wireless networks. Today, we’ve hit major milestones in the first two requirements: we’ve completed an end-to-end test of consumer devices connecting to CBRS base stations, and formed a trusted tester program to ensure interoperability between CBRS base stations and the Access SAS.

The availability of CBRS consumer devices isn’t so far off. In fact, we’ve demonstrated two device firsts in the band by showing end-to-end operation of phones using Qualcomm (Snapdragon X20 Gigabit LTE modem) and Spreadtrum SOC chipsets, as well as MiFi devices from Juni/Infomark. This is a major milestone for the CBRS band. While it will take time for CBRS phones to be pervasive in the market, MiFi devices provide an excellent bridge in the near term.

On the network hardware side of things, we are introducing the Trusted Tester Citizens Broadband Radio Service Device (CBSD) Program. Trusted testers can now sign up to run a series of self-service tests to ensure their base station equipment works with the Access SAS. The Access SAS communicates to these radios and provisions spectrum in the band in accordance with FCC regulations, and ultimately makes sure that the spectrum gets used fairly and efficiently. Our first batch of successful pre-testers include Nokia, Juni, ZTE, Sercomm, Ericsson, and Ruckus Wireless, representing a diverse group of manufacturers, with experience spanning from small cells to macro cells, as well as indoor and outdoor use cases. SAS certification is expected to happen this year, so we are building the foundation for  a functioning and collaborative environment now.

We’ll continue to work with industry leaders and new participants to realize the promise of shared spectrum, which we believe is the key to abundant and low cost wireless. The industry is ready for private LTE deployments, and this year has set the foundation for this, and future innovation.

See you at Mobile World Congress!


Webpass goes Mile High with the last mile

Webpass is adding a new pin to the map today: Denver. The company has identified its first apartment community to receive Webpass service. Residents across the Mile-High City, whose buildings are wired with Ethernet, will be able to contact Webpass and sign up for superfast Internet service — up to a gigabit per second!

To lead and grow our local business, we have hired General Manager, Roger Fitch. Roger has worked in telecom and Internet for nearly 30 years and brings plenty of local expertise to our new home office in Denver.

Webpass Denver launch team




Webpass is currently building out its local data center stack that will allow installation of point-to-point wireless radios to provide service to customers.

We can’t wait for Denverites to experience the difference of Webpass Internet — from a fast and seamless install experience, to high-touch, dedicated customer support. With Webpass, customers are connected with superfast speeds of up to a gigabit, perfect for cutting the cord or running your small business.

Customers can learn more about our service here, or contact 1-800-WEBPASS.

Google Fiber arrives in Raleigh: announcing customer signups and our new Fiber Space

Just five months after launching in Morrisville, today Google Fiber is accepting sign-ups for residents and businesses in the North Hills, midtown area of Raleigh. Those who sign up will have the opportunity to join the many Morrisville residents now using Google Fiber. If you live in the broader Triangle, check your address and be among the first to know where we go next, at fiber.google.com/triangle.
Google Fiber installation van, Raleigh skyline. Van art by Adam Dixon; photographed by Stephen Sugg

We’re also happy to announce the grand opening of our brand new Raleigh Fiber Space, in the historic 518 West Jones building in Glenwood South. Come step inside and take Google Fiber’s superfast Gigabit Internet and TV for a spin. Our first community event takes place this week during Raleigh First Friday. In celebration of our local artist community and to kick off Black History Month, we are unveiling the latest addition to Raleigh’s mural scene, created by Victor Knight, III, as well as some of his other works. Providing beats for the evening will be local legend, 9th Wonder. We hope you can join us!
Grand opening of the Google Fiber Space in Raleigh. Photographed by Aaron Lindberg

Finally, we’re continuing our work in the community to help those most impacted by the digital divide. We’re thrilled to share today that we’re preparing to serve our first Gigabit Communities property at The Oaks in the coming months. Gigabit Communities is a Google Fiber program that brings free gigabit Internet to residents in select public and low-income housing properties. We know that digital literacy is an important component of any inclusion program, so we’ve been working closely with nonprofits across the Triangle, including Code the Dream, The Forge Institute and ThinkHouse, and to support digital inclusion fellows at the Kramden Institute and the Triangle Literacy Council.

Raleigh residents in North Hills, midtown will be able to sign up for one of the following plans:


Eligible small businesses can sign up for one of three business offerings.

Our teams remain hard at work building one of the largest infrastructure projects in Triangle history and we can’t wait for even more customers in the Triangle to give Fiber a try. You can track our construction progress on our website: fiber.google.com/triangle. And if you live in an apartment building, while you’re there you can check out our Apartment Finder to see if your building is on track to get Fiber soon.

Happy surfing!




More places to grab gigabit, with Webpass

When you go to the Google Fiber map today, you will notice it has a new hue: Webpass green.

Since we announced that Webpass is part of the Google Fiber family last year, we’ve been working together in the cities both Webpass and Google Fiber share: Chicago, San Diego and San Francisco. Webpass has been offering superfast Internet service — up to a gigabit per second — in these cities for some time, and has the full support of Google Fiber to continue doing so going forward.

Customers in six metro areas — now marked by a green pin — may be eligible to use Webpass if their building has at least 10 units, and is wired with Ethernet cabling. Copper Ethernet wiring can allow for blazing gigabit speeds, making them an affordable alternative for building owners to install vs. coaxial cable or even fiber. Check with your landlord or property manager to see if you’re eligible to get up and surf with Webpass today.


 

Introducing the updated Fiber TV App


With so much great entertainment to watch this winter, we don’t want you to miss a thing. Which is why we’ve updated the Fiber TV App to help you find and enjoy all the entertainment you love.


The Fiber TV App already lets you watch some of your favorite TV channels live or On Demand. Plus you can use it to control your TV from your mobile device. With today’s update you can now play and record your favorite TV shows, sports, and movies with one tap. Here’s more of what you can do with the updated Fiber TV App.



  1. Catch up on your favorite shows. You’ll now find the next episodes from your favorite shows waiting for you as soon as you open the Fiber TV app. With one tap you can begin watching.
  2. Don’t miss the game. See what sports are happening right now, or are scheduled for later, then record them to your DVR with one tap. And you can set up your recordings no matter where you are, even when you’re out with friends.
  3. Find recommendations for what to watch. View personalized recommendations for live TV. That means you’ll know to check out that Fresh Prince of Bel Air marathon or a new show you might enjoy, like Designated Survivor.
  4. Get to your recordings quickly. The app now recommends recordings on your DVR to watch next as soon as you open it, so you can save time getting to the entertainment you love. 


We hope today’s updates make it easier than ever to find, record, and watch all the entertainment you love. The Fiber TV App will be updated for all our TV subscribers in the coming weeks. You can download the app from the Play Store for Android, or App store for iPhones and iPads.

Posted by Jared Nusinoff, Product Manager, Google Fiber