Get fast, reliable internet backed by award-winning, responsive customer support. We’ve invested in the people, tools, and technology to make real responsiveness the baseline, not a premium add-on. What does ‘responsive’ really mean? It’s a clear commitment reflected in our performance and customer ratings.

What is GFiber's average customer service response time?

You can see our commitment to service in our performance and customer ratings:

• GFiber's average customer service call response time is 9 seconds.*

• 94% of our customers give our customer service 5-star ratings, and 98% of in-home service visits are rated 5 stars.**

• When you need to talk to a person, our team is available 24/7 by email, chat, or direct message.

More importantly, those internal performance metrics are backed up by recognition from our customers.

GFiber was ranked by J.D. Power as having the “Top Residential Wired Internet Customer Satisfaction in the South Region”***

GFiber has been recognized for “Best in Customer Satisfaction for Home Wired Internet Service in the South Region” for 3 years in a row.*** That recognition comes directly from our customers, and we’re committed to expanding our network without compromising the service that earned this award. We're here if you ever need us. The awards and metrics are just one side of the coin. When you need real help, GFiber has clear ways to reach our support team and find answers quickly.

GFiber gives you all the tools you need to troubleshoot issues 

The best first stop for most questions is our Help Center . It's the fastest way to get answers for common questions like finding your Wi-Fi password or how to run a speed test .

• For straightforward questions, email or chat will get you a fast response.

• For more complex issues, call us or schedule a call at a time that works for you.

• In some of our cities , you can also visit a GFiber Space in person for hands-on help.

The GFiber App also puts a lot of troubleshooting power directly in your hands.

In-app tools for quick support

• Network Health provides a real-time assessment of your speed, coverage, and overall performance.

• Speed Test distinguishes between speed to your home (wired) and speed to your device (wireless).

• TechSee lets our support agents see your connection issues in real time via video.

• Technician Tracker shows you your technician's location and ETA when a visit is scheduled.

The app is your best companion for real-time diagnostics, a few simple checks at home can often fix minor issues.

Troubleshoot at home

If your internet is offline and you’ve checked for a known outage on fiber.google.com/outage and there's no confirmed outage in your area, start by checking your account at fiber.google.com/myfiber for any billing alerts. If that’s not the issue, use our Help Center’s step-by-step guide for troubleshooting your equipment, including your router, your Fiber Jack, and your mesh extender (if applicable) for any issues. If there’s a confirmed outage, our team is already working to resolve it. To get text updates on an outage, visit Settings in your GFiber account or text START to 434237.

Internet with a service standard you can trust

Fast, reliable internet is just the beginning. Our goal is for you to never have to think about your internet. But on the rare occasion that you do, we’ve made sure those moments are as seamless as possible. That’s why the GFiber experience is built on a foundation of award-winning customer service, quick response times, and powerful self-service tools like the GFiber app. Whether you prefer to troubleshoot on your own, talk to a representative, or receive a text update on a network outage, we ensure you have the fastest path to a resolution. With GFiber, you get the speed and reliability you need, backed by a service standard that always puts you first.

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*Based on average data from July 2022 - July 2023 data

**Based average data from January 2, 2023 - April 30, 2023 across all GFiber markets.

***[J.D. Power] GFiber received the highest score in the South region of the J.D. Power 2023-2025 U.S. Residential Internet Service Provider Satisfaction Studies, which measures customers’ satisfaction of service with their current internet provider. Visit jdpower.com/awards for more details.