Almost everything we were told from Google Fi before signing up and when we were paying for their "service" was a lie. Two of us were switching to a flexible plan. We were told over and over again that we could both trade-on our old phones because we both were buying new ones from Fi. Then the website wouldn't let us. We tried a work around but ended up paying the full price for a phone all at once even though we thawed our credit to set up financing. All of this happened because many representatives didn't know what they were talking about and the website basically forced you into it without knowing what you were doing. Then, Fi didn't give us the full trade-in value for the newer phone we gave them, despite it meeting the requirements Fi set. After too much time spent trying to get the remainder of the trade-in credit back, they finally agreed in August 2021 but never applied it to our Fi account. We only got that remaining money back 6 months later after winning a credit card dispute. None of that even begins to describe how frustrating it was that in the middle of Salt Lake City, we barely could ever make outgoing or receive incoming calls or texts in our neighborhood. It was completely inconsistent. We were paying for 5G and literally never got it in the metro area. We were lucky if we got 3 bars on LTE. We missed countless calls from family members and hardly ever got one through to anyone, and when we did, the call would drop. Heaven forbid there ever be an emergency. We even tried to call the police (by making an emergency 911 call without unlocking our new phones--something a cell phone should basically always be able to do) to report a crime in our neighborhood, and the call wouldn't go through. Our data hardly ever worked, so our apps basically were useless. Navigation apps would drop signal in the middle of the freeway. Everything just dropped unpredictably. We spent weeks and weeks waiting for Fi to troubleshoot all of this. They eventually told us we just needed better wifi at home. We have Google Fiber wifi, and it's worked great for almost 5 years. So we finally left, and then they tried to charge us for the instant rebates on our new phones. We won that credit card dispute too. It was a complete and utter disaster from start to finish. Frankly, it's amazing we ever were able to keep a phone call with any Fi service reps on long enough to have any sort of conversation. That's how bad the cellular service was. Not to mention how many reps misled us, lied to us, and didn't help us at all. They would hang up on us, not call us back, not email us back. I've never been so frustrated with any company as I have been with Fi. I would never recommend anyone use them, even if they get recommendations from family and friends to do so. We were treated pretty terribly as customers, and I would never wish that experience on anyone else. It's not worth the chance to maybe save some money.
