GFiber Webpass Customer Support

We will be recruiting testers starting in December 2022 and continuing into early 2023. We expect that installations will begin in February 2023.

Once we determine your home qualifies for the trial, we will reach out to you via email with more information about how to schedule an installation appointment.

The quickest and easiest way to change your appointment is through your customer portal. When you log into your Google Fiber Webpass account, your dashboard page will show the info for your upcoming appointment with the option to change it.

You can also reach out to our support team at (877) 969-4277 to speak to a helpful human who can guide you through the process.

• Our professional technicians will install a small wireless receiver device that measures approximately 12 inches wide by 12 inches tall.
• The radio will be installed either on your roof, an eave, or the side of your home. Each home is different, and we’ll install the radio in a location that provides the best quality wireless link back to our network.
• Installation details:
  • Installing our radio on your roof is a similar process to installing a satellite dish. Our skilled technician will first install a mount and then connect the radio to the mount.
  • Depending on the slope of your roof and the location of the radio, we may need to install a safety anchor for the technician to clip into while on the roof.
  • One cable will run from the wireless device and into your home. This single cable provides power to the radio and also brings the internet signal into your home to connect to the wifi router that we’ll provide. If there is an available cable entry hole into your home, we will use it. If there is not one, we will drill one small hole to feed the cable through.
  • Any drill holes will be made watertight with mastic tape and silicone sealant, as is the industry practice for these kinds of installations.
  • We’ll use staples or clips to secure the wiring.
  • For Spanish tile roofs, we will use a separate mounting system.

Sample installations

Our installer will set up two small devices in your home:

1. A Google Wifi router for connecting your devices to the internet. You can manage this wifi router through the Google Home app. If you already have a wifi router that you love, no problem! We can connect our trial network to your existing wifi setup. (Note that our service works with a standalone wifi router; a cable modem/router combo will not be compatible.)
2. A SamKnows Whitebox to help us measure the performance of the trial internet in your home. This device uses simulated data to provide us with network performance information without monitoring your usage or collecting your personal data.

No. We recommend keeping your existing internet service for the duration of the trial. Because we’re testing new technology and methods, we can’t guarantee service will be as reliable as you need in everyday life. We have high hopes though and really appreciate your participation and help! As a reminder, the trial internet service will be at no cost to you.

We’d love for you to use the trial internet service as much as possible, so we can get a sense of how it performs in response to your day-to-day needs. But if your trial internet isn’t performing as expected, be sure to let us know (www.webpass.net/support), and you can continue to use your preexisting internet service.

Our goal is to achieve download speeds of 200-400 Mbps. If your trial internet seems slow, test your speed in the Google Home app. If the download speed is much less than expected, contact us at (877) 969-4277.

We are testing new internet technology, which will be different from Google Fiber’s other product offerings. We know our customers expect fast, reliable, and customer-friendly internet service from us, and that’s what we hope to provide during this trial!

If you’re experiencing issues with your Google Wifi router or the Google Home app, we recommend following the steps outlined in the Google Nest Help Center:

• Unplug your wifi router and any additional mesh wifi points and plug them back in.
• Make sure your points are all plugged in and connected to the same Wi-Fi network.
• Factory reset your point.
• Contact Google Nest support.

If you are unsure if the issue you are experiencing is related to the Google Wifi device, Google Home app, or something else, feel free to reach out to Google Fiber Webpass support at (877) 969-4277.

We’re here to help! Tech support is open 24/7. Feel free to contact us any time!

We anticipate that the trial will run for 3-5 months, but we may need to make adjustments to that timeline based on how the trial is going. We’ll keep trial participants posted as we go. If you are planning to move homes or want the equipment removed at any time, please contact us at (877) 969-4277.

We’ll evaluate the trial results and let you know what will happen next. It’s possible we may ask for your help to test additional technologies (no obligation, of course). Or we may decide to remove the equipment.

If we do remove the equipment, the work will be performed by a professional technician. Depending on the specific roof type you have and the location where we install the radio, we may leave a small base plate in place to maintain the weatherized seal on the roof.

If we turn off the network, we will also collect the Google Wifi router and SamKnows box from your home. We will reach out to you as the trial progresses with more information, including how to schedule an appointment to remove equipment.

Since this is a trial network, we don’t expect to leave the service running indefinitely. But we’ll evaluate network performance as we go and keep you posted.

When the trial has ended, you’ve completed the requested feedback surveys, and any equipment has been removed from your home (if necessary), we’ll email you your Tango gift card, which can be redeemed for credit to top brands like Amazon, Target, Walmart, and Google Play.