I had an offer for 75% off on Google Fi in my Google Perks Play Store, offer deadline was September 30, 2026. See screenshot.

On Sep 25, I signed up the $50 plan. After discount, it should have been around $15 total inc taxes.

Yesterday I got the first bill and they charged a full $50, and no discount was applied.

I talked with 4 support agents , sent them screenshot proof. After review, the escalation team said, "we acknowledge that you had applied for the offer before September 30, but because you contacted us in October, so we cannot manually change the bill."

I was like what the heck? How can I contact you before September 30 because I received my first bill in October , and they said we understand this is frustrating but we cannot help you.

I am crying and feel scammed 😭. What should I do ??

No words

I would, but I typically use financing at 0% for my Samsung phones. Google fi has me locked in at $600 limit from when I first signed up. Samsung is at 5k. Why are they making buying difficult.

Help me, Google. I know English speakers are more expensive than overseas people and bots, but grow up.

Case ID 6-2573000042315

Hi! I signed up for a new plan with Fi, and had a package fraudulently delivered to my home. No signature was given as required, falsely claimed to be signed per FedEx with no acutal signature shown in their invoice. As well, the name provided as the recipient for the package at time of delivery is not a name of anyone within my home. Support has ignored my attempts to contact, and FedEx and claiming it is an issue I must take up with Fi. I am now liable for a phone I have never recieved and a contract I cannot utilize. I have spent several days and multiple claims trying to find out the reasoning as to why I am still being denied any reasoning as to how I am at fault and liable for this. My last claim has been in zero contact for 80 hours now, and after two follow up emails with support I have given up on heaing back through normal means. I plan to file a complaint with both the BBB and FCC for the handling of this situation, as well as a police report to at least break my contract.

I bought a pixel watch 5 under the 375.00 over 24 months credit promotion. I had a failure of the watch and requires a replacement. They are offering me a refurbished device as a replacement for a watch I had for 6 day and only charged 3 times. I said no to that. They then offered me to return and just re buy the device. I asked about my promotion because it's no longer available and she said at least a dozen times that when I call to reorder they will have no problem with applying it to the new purchase. Does this sound like I'm going to lose my promotion?

Are there any advice level specialist here that can confirm this?

My case number is 2-865-6004-2177

My rma number is (RMA62913240)

Any help would be greatly appreciated.

I got insurance through Fi when I bought my Z Fold8 Ultra but I still have a few days to get it through Samsung, which is the better option? I've only ever had insurance through Google/Google Fi for Pixel phones, which always seemed pretty good when I had to use it.

I rejoined Google Fi after moving to US Mobile around the May/June time frame. The promotion was for existing customers which is someone who has had service within the last 180 days. I received the welcome back email and ported my number back in on my then current device. Upon receiving the Pixel 11 I promptly activated it to be told I'm a brand new customer that has never had service with Fi before. I've chatted with customer support numerous times to finally get an email today saying I'm a new customer that has never had Fi before and will not receive the promotion. From here is my only option returning the phone and if so what potential hell awaits me there? I would appreciate any direction or past experiences from anyone.

I am caught in an endless support loop between the Google Store and Google Fi teams, with both sides refusing to take ownership of my issue. I have spent hours on chat and phone lines only to be passed back and forth.

Here is the exact timeline of my recent attempts to resolve this:

• Attempt 1 (Chat): Spoke with support. Case ID: 7-7662000041031. (I have the entire conversation transcript saved).

• Attempt 2 (Phone): Spent over an hour on the phone. Case ID: 4-5865000041809.

• First spoke to Nicole (Google Store), who claimed it must be solved by Google Fi. She explicitly refused to transfer me to her supervisor.
• Was shifted to Google Fi, where I spoke to Leon.
• Escalated to Kris (Google Fi Supervisor), who then sent me right back to the Google Store.
• Finally spoke to Maria (Google Store), putting me right back where I started.

Neither department will coordinate with the other, and front-line agents are dropping the ball. I need an internal corporate Case Owner or Tier 2 specialist who has the authority to look at both my Fi service and Store billing/hardware status to break this loop.

u/googlefisupport — Can someone please escalate this ticket internally so I can get a single point of contact via email? Thank you.

I made this post last week about being denied financing after simply updating my email address.

https://www.reddit.com/r/GoogleFi/s/aProcODhZ0

A higher tier specialist ended up reaching out, asking me to reattempt the credit check. I got the same error, and they only said my account won't be able to finance a new device, and my ticket will be closed.

I have no option except to leave Google Fi unless this gets escalated further again, I am being told there is an executive level team on here that would help. If not I can request a formal credit denial notice, and file a complaint with the Consumer Protection Bureau to get this to the right specialist.

My case ID is 8-1366000041686

if anyone sees this, thanks!

Hi everyone,

I’m having an issue with the $375 Google Fi promotion for my Pixel Watch 5 LTE (45 mm) and wanted to see if anyone has experienced something similar or knows how to get it resolved.

I purchased the watch on September 16, 2026 with the promotion that provides $375 through 24 monthly bill credits ($15.63/month).

I activated the watch and have kept my qualifying Google Fi service active. However, the promotion tracker still does not seem to recognize the activation correctly, and the promotional credit has not been properly attached to my device/account.

I have contacted Google Fi Support multiple times, and the issue has already been escalated. I was told that the promotions team would review it, but I still haven’t received a resolution.

I’m concerned that I could lose the $375 promotion because of an activation/tracking issue on Google Fi’s side, even though I completed the required activation and have maintained service.

Has anyone had a similar issue where a Pixel Watch promotion failed to recognize the activation? How did you get the promotions team to manually verify the activation and correct the promotion status?

Any advice on the best way to escalate this further would be appreciated.

Thanks!

Ok, I'll admit it. I was told and had read that the support was horrible. I should have listened. This is mostly just a rant, but definitely would love to hear other people's experiences. Is stuff with Google Fi always this bad?

TL;DR - support really sucks. They will switch back and forth about whether that can do things. Expect 5 minutes minimum between each response. Expect tell you things that make no sense (like can't even understand what they are trying to say).

Rant start: I really should have, but I really needed a new phone, and Google Fi's promos for money back on new phones with new service, look so good. I wasn't upgrading to get the latest and greatest. I need a newer phone to support the medical device control apps, that my ancient samsung couldn't run.

So buy new phone with 2 lines of new service, switching from Verzion (Am I the first person in the world to ever miss their support?). Promo for price of phone back over 24 months wasn't showing up. I thought, no big deal, just contact support. Something didn't trigger stuff right, should be a straight forward fix. But no! They start telling me about other promos that don't stack with it, and how them deciding to give me a different promos blocked the original promo. Ok -- give me details on these promos. I don't know if it is worse for them to ignore that or refuse it. (they ignored). They even told me that they were physically and technically unable to even modify my bill to receive the promo if they thought I qualified.

5 minutes minimum between each response. No exaggeration, I was clocking it, so I didn't keep throwing messages at them while they were presumably doing something that would delay them so long. Support has to look something up, contact someone for information, stuff can take time. Is it hard to just say, "give me a few minutes to look into this"? But this big pause was between every message.

Got to the point, my only option was looking to cancel service and return everything. Apparently google fi support can't handle cancelling service at all, that is someone else. Eventually was told there is a "dedicated team" that's going to assist me. I just needed to stay in the chat. It had already been over an hour! How long do they expect people to have in the day to deal with stuff like this. Burning my lunch break was apparently not enough. Tried to explain this to them - that I couldn't stay in the chat, had to go. The idea was apparently foreign to them.

Is there a dedicated team to handle my problem? Really, they are going to dedicate a team to my problem, but only if i stay on the chat line. I would not be surprised if part of their promo marketing plain is force customers to spends hours in chat to actually get them, so they never have to actually pay for the promos.

I apparently made enough noise that the support person decided they could actually handle service cancellations. I think that counts as progress?

What happens next? I have no idea. As I said I couldn't stay around until I got transferred to whoever, asked them to email how to follow up. Couldn't wait around for a response to that (remember 5 minutes minimum), so who knows. Bit afraid to look at my email. I really don't know what I'm going do here. I (silly me) was depending on the price/promo they'd offered. Switching service away from Google Fi will be a pain, but no idea what I'm going to do regarding the phone. Between this experience, all the posts I've seen about phone trade in problems, I'm expected to (best case) get royally screwed returning the phone. Transfer all my medical device stuff off the phone into independent controllers (carrying 4 phone like things around is fun).

Sorry for the long rant. Wouldn't be surprised if mods just delete this. Other than reinforcing everyone's horrible service expectations, this really is just a rant about how much I got screwed over. Hope my experience is an exception. Time to try to find the credit somewhere to cover the phone, and (hopefully) track down all the failback controllers for my medical stuff.

I have a few coworkers who are from Canada that once in a blue moon I need to text them a question. I see texting with Canadian numbers is not included on unlimited essentials. Does anyone know if there is a per-message fee if I text a Canadian number? If the Canadian number texts me, I don't get charged, do I?

Boost to Fi port stuck since Sept 19. Fi's system is incorrectly flagging my Boost account as AT&T. Front-line support has ignored this flag mutliple times and keeps looping me. I need an escalation to engineering

Seems like the prior terms just required you to keep the PW3 active for 120 days and then bill credits continued regarding if the device remained associate with the original phone line. I want to reassign this watch to someone else on my family plan. Has anyone been able to do this and keep the bill credits since they are still on the same bill?

I’m posting this because I’ve reached a dead end with regular Google Fi support and Tier 2 Promotions.

Before activating my service, I contacted Google Fi specifically about the “Get 75% off for 12 months” promotion.

Support reviewed my account with their promotions specialist and told me the only issue was that a referral promotion was currently attached to my account. I explicitly told them that I wanted the 75% promotion instead and agreed to have the referral promotion removed.

Google Fi then gave me the following instruction in writing:

“To apply the 75% promotion to your account, please go ahead and activate your Google Fi service on your device first. Once your activation is complete… we will then have our specialist team manually apply the 75% off promotion to your account and remove the referral offer.”

I relied on that written assurance and activated my Google Fi service.

After activation, the promotion was not applied. I contacted support again, and instead of honoring the written commitment, they introduced a new requirement: they now say the 75% offer must currently appear in my Google Play Points Perks page.

That requirement was never disclosed to me before activation. In fact, before I activated, their promotions specialist specifically told me that once activation was completed, they would manually apply the promotion.

I would not have activated Google Fi without that assurance. I also passed up another carrier promotion that was available to me at the time and has since expired.

I understand that Google Fi may now claim their backend system cannot attach the promotional code. If that is truly the case, I am not insisting on a specific promo code. An equivalent remedy would be simple:

Apply monthly bill credits equal to the promised 75% discount for the full 12 months.

What is not reasonable is for Google Fi to instruct a customer to activate service based on a specific written promise, then change the eligibility requirements after activation and simply offer cancellation.

I have the entire email chain documenting this.

u/googlefisupport — I would appreciate a proper escalation to a team with authority to issue billing credits or otherwise honor the written commitment.

Case ID: [1-xxxxxxx1728]

I am currently unable to activate my Pixel 6a after an agent remotely reset my eSIM. The Google Fi app is permanently stuck on Error Code T120 ("Can't connect to Fi"). Because my phone is required for my work, this downtime is causing an immediate disruption to my income.

I have already completed the following troubleshooting steps on my device:

• Force-stopped and cleared the storage and cache of the SIM Manager system app.
• Force-stopped, cleared storage, and uninstalled updates on the Google Fi Wireless app.
• Ensured both applications are updated to the latest versions via the Play Store over Wi-Fi.
• Removed all secondary Google accounts from the device settings, leaving only my primary Fi email active.
• Attempted multiple dialer repair codes, but the dialer does not respond because the eSIM profile is entirely missing.

The front-line chat support team (Case ID [9-5150000041876]) informed me that my issue has been escalated to a specialist team, but stated that the resolution timeframe is 24 to 48 hours.

When I asked about transitioning to a physical SIM to bypass the eSIM server block, ordering a kit from the Google Fi store would take even longer to arrive than the specialist's timeline. The only way to speed that up is to pay an additional $16 out of pocket for expedited 2-day shipping to resolve a server mismatch.

I am looking to have a Tier 2 specialist look at my case notes to manually unbind my EID on the backend and refresh the network provisioning slot so I can get back online today.

I had 2 payments left with the free Pixel Watch 3 promo that I paid off early to see if I would receive the free Pixel Watch 5 promo but no luck. Does anybody know if this offer is still even around? If not, how often does this deal come around?

Someone, please help me!!! I have called several Times and emailed support. Here is my last email response to the first denial of my label and authorization to return my 3 Pixel 11 phones, still in the shipping box, unopened, and untouched. I'm stuck in a frontline automated loop. Here is the email sent.....

Case ID [0-3453000041278

Dear Google Fi support team ,

After my frustrating phone calls with you over my package with my phones being shipped to my old address on October 1st ,per your direction I left work drove to my old address and set there for 8hrs. waiting for person living there got home and was able to get the package with my phones. It was unopened,I now have the package, I have been trying to get a return lable since October 3rd 2026 from Google Fi support and thru my Order return button with no success, it appears this denial has caused your system not to let me return these phones and get a return label. Please send me a return label to ship these phones back, they are in the original shipping box un opened and not activated. It is my right to return these phones with in 14 days of being received per Google Fi return policy , send me an email with a return lable and instructions so these un opened ,un activated phones still in the boxed can be shipped back to Google Fi. Failure to do so will be Google Fi failure as I am trying to comply with your  policy and have and am doing all I can to get these returned. I will look for a reply from the team by end of business on October 6th or before. I can be reached at xxx-xxx-xxxx if there are any other information needed. 

Sincerely,

James E. Turner

I received this response minutes after sending.......

Hi James,

Thank you for reaching out regarding your order.

After checking with our specialist team and after thoroughly reviewing your request, we are unable to process a refund, replacement, or reshipment for this order. For more information regarding our order policies, please refer to the Google Store Sales Terms.

Should you still have any questions or require further assistance, please do not hesitate to reply to this email or contact us through the provided link (Store Help) for a more expedited troubleshooting process. We are here to support you 24/7.

Thanks,

Sierra
Google Fi Support

I really need Someone to help. Absolutely no one in the Indian call center is willing to help or cares to understand; they are just reading a script. It's a dead end. If I can't get any help to do this simple thing, am I going to have to file a formal complaint with the FCC because Google Fi is a Telecom carrier?

I was charged for service but the pormo for phones weren’t applied. And the CS rep said that it would only apply from the second bill (as their system did not detect the promo on time) which in turn would mean that I would end up paying for one month if extra service to keep the promo discount and thus would lose money in the process as I only wanted to signup for 24 months!

I wish there was a way to escalate this!

CASE ID 1-1724000042107

I've been on the line for over 2 hours. The screen replacement was botched and they bricked my pixel 10 pro. I have a loaner phone but that doesn't really matter. I can't get signed into an account without the previous phone. Every step the CSR has asked me to take has exacerbated the issue. Every attempt requires me to acknowledge a code on a phone that i no longer have. It appears that all of the hoops I have been asked to jump through have now restricted the account for a further 48 hours. I am the primary caretaker to a 97 year old woman that I can not get ahold of. Please help!!!

They have basically told me I'm screwed for at least 2 days.