{"id":"google-fi","page":"https://escalate.alexgaoth.com/#/c/google-fi","html":"https://escalate.alexgaoth.com/c/google-fi/","generated":"2026-10-15","company":{"id":"google-fi","name":"Google Fi Wireless","aliases":["google fi","project fi","fi wireless"],"sector":"wireless","parent":"Google LLC","website":"https://fi.google.com","account_url":"https://fi.google.com/account","regulators":["fcc"],"notes":"Google's wireless service. Support is reached from the Google Fi help center after Google sign-in. The Google Fi Terms of Service page (fi.google.com/about/tos) did not load for automated reading on 2026-10-12, so dispute and arbitration terms are not recorded here.","channels":[{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"help-community","type":"web_form","label":"Google Fi help community","value":"https://support.google.com/fi/community?hl=en","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"account-manage-plan","type":"portal","label":"Fi app or website, Account > Manage plan (cancel, leave Fi, get transfer info)","value":"https://fi.google.com/account","access":"login","purposes":["cancel_service"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"},{"id":"google-store-order-history","type":"portal","label":"Google Store order history (start a phone return)","value":"https://store.google.com/orderhistory","access":"login","purposes":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-support"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel or get transfer info in the Fi app or website under Account > Manage plan. Expect two final statements.","evidence":["Google account email","Fi account number and transfer PIN","final statements"],"steps":[{"do":"To switch carriers, go to Account > Manage plan > Leave Google Fi, choose to transfer your number, then select \"Get Transfer Info\" under the \"Cancellation pending\" banner. Give the account number and PIN to the new carrier. Do not pause service during the transfer.","channel":"account-manage-plan"},{"do":"To cancel without porting, go to Account > Manage plan > Cancel service and follow the on-screen steps.","channel":"account-manage-plan"},{"do":"Pay any remaining device installment balance; it is due when the account closes. Check both final statements and expect any refund within 30 days after the second one."},{"do":"If a refund does not arrive, contact support, then file an FCC complaint.","channel":"contact-support"}],"facts":[{"kind":"limit","claim":"An unused Google Fi transfer PIN expires after 14 days. Fi service continues until the new carrier activates the number, and the transfer closes the Fi account.","issues":["cancel_service"],"source":"https://support.google.com/fi/answer/10888419?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you financed a phone through Google Fi, the full balance is due when you close the account. You receive two final statements, and any eligible refund is issued within 30 days after the second statement; the full process can take up to 90 days. Service credits are not refundable.","issues":["cancel_service","billing_error"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"On the Flexible plan, cancelling before the cycle ends gives a credit for the remaining days; on Unlimited plans, cancelling mid-cycle means you are charged the full cycle amount.","issues":["cancel_service"],"source":"https://support.google.com/fi/answer/12831079?hl=en","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a phone bought from Google Fi within 15 days of delivery through Google Store order history.","evidence":["order number","delivery date","return tracking number"],"steps":[{"do":"Open Google Store order history, find the order, select \"View details\" and follow the return steps within 15 days of delivery.","channel":"google-store-order-history"},{"do":"Ship the phone within 14 days of receiving the label, with original packaging and accessories. Remove the SIM and erase your data."},{"do":"If the refund does not appear within 14 business days of Google receiving the phone, contact support.","channel":"contact-support"}],"facts":[{"kind":"deadline","claim":"A Google Fi phone can be returned within 15 days of the phone's delivery. After you receive the shipping label, you have 14 days to ship it back.","issues":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"},{"kind":"process","claim":"For a fully paid phone, the refund goes to the original card within 14 business days of Google receiving it; for monthly payments, you get a credit on the next statement.","issues":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"}]}],"known_blockers":["Contacting support requires Google account sign-in; no public phone number is shown before sign-in.","Transfer info (account number and PIN) and cancellation are only in the signed-in Fi app or website."],"official_domains":["google.com"],"security":{"never_asks":[{"kind":"policy","claim":"Google will never call you about your account security, ask for passwords, or ask you to read out a verification code or approve a device prompt over the phone. Google Fi accounts are Google Accounts.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact people by phone, text or email posing as Google Account Security or Support, claim the account is compromised, and try to get passwords, get around two-factor authentication or get a fraudulent sign-in approved. They may spoof caller ID.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}]}},"playbooks":{"cancel_service":{"company":{"id":"google-fi","name":"Google Fi Wireless","sector":"wireless","website":"https://fi.google.com","account_url":"https://fi.google.com/account"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel or get transfer info in the Fi app or website under Account > Manage plan. Expect two final statements.","evidence":["Google account email","Fi account number and transfer PIN","final statements"],"steps":[{"do":"To switch carriers, go to Account > Manage plan > Leave Google Fi, choose to transfer your number, then select \"Get Transfer Info\" under the \"Cancellation pending\" banner. Give the account number and PIN to the new carrier. Do not pause service during the transfer.","channel":{"id":"account-manage-plan","type":"portal","label":"Fi app or website, Account > Manage plan (cancel, leave Fi, get transfer info)","value":"https://fi.google.com/account","access":"login","purposes":["cancel_service"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"}},{"do":"To cancel without porting, go to Account > Manage plan > Cancel service and follow the on-screen steps.","channel":{"id":"account-manage-plan","type":"portal","label":"Fi app or website, Account > Manage plan (cancel, leave Fi, get transfer info)","value":"https://fi.google.com/account","access":"login","purposes":["cancel_service"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"}},{"do":"Pay any remaining device installment balance; it is due when the account closes. Check both final statements and expect any refund within 30 days after the second one."},{"do":"If a refund does not arrive, contact support, then file an FCC complaint.","channel":{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"help-community","type":"web_form","label":"Google Fi help community","value":"https://support.google.com/fi/community?hl=en","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"account-manage-plan","type":"portal","label":"Fi app or website, Account > Manage plan (cancel, leave Fi, get transfer info)","value":"https://fi.google.com/account","access":"login","purposes":["cancel_service"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"An unused Google Fi transfer PIN expires after 14 days. Fi service continues until the new carrier activates the number, and the transfer closes the Fi account.","issues":["cancel_service"],"source":"https://support.google.com/fi/answer/10888419?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you financed a phone through Google Fi, the full balance is due when you close the account. You receive two final statements, and any eligible refund is issued within 30 days after the second statement; the full process can take up to 90 days. Service credits are not refundable.","issues":["cancel_service","billing_error"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"On the Flexible plan, cancelling before the cycle ends gives a credit for the remaining days; on Unlimited plans, cancelling mid-cycle means you are charged the full cycle amount.","issues":["cancel_service"],"source":"https://support.google.com/fi/answer/12831079?hl=en","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"}},{"index":1,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":2,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Contacting support requires Google account sign-in; no public phone number is shown before sign-in.","Transfer info (account number and PIN) and cancellation are only in the signed-in Fi app or website."],"security":{"official_domains":["google.com"],"never_asks":[{"kind":"policy","claim":"Google will never call you about your account security, ask for passwords, or ask you to read out a verification code or approve a device prompt over the phone. Google Fi accounts are Google Accounts.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact people by phone, text or email posing as Google Account Security or Support, claim the account is compromised, and try to get passwords, get around two-factor authentication or get a fraudulent sign-in approved. They may spoof caller ID.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Google's wireless service. Support is reached from the Google Fi help center after Google sign-in. The Google Fi Terms of Service page (fi.google.com/about/tos) did not load for automated reading on 2026-10-12, so dispute and arbitration terms are not recorded here.","warnings":[]},"equipment_return":{"company":{"id":"google-fi","name":"Google Fi Wireless","sector":"wireless","website":"https://fi.google.com","account_url":"https://fi.google.com/account"},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return a phone bought from Google Fi within 15 days of delivery through Google Store order history.","evidence":["order number","delivery date","return tracking number"],"steps":[{"do":"Open Google Store order history, find the order, select \"View details\" and follow the return steps within 15 days of delivery.","channel":{"id":"google-store-order-history","type":"portal","label":"Google Store order history (start a phone return)","value":"https://store.google.com/orderhistory","access":"login","purposes":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"}},{"do":"Ship the phone within 14 days of receiving the label, with original packaging and accessories. Remove the SIM and erase your data."},{"do":"If the refund does not appear within 14 business days of Google receiving the phone, contact support.","channel":{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"help-community","type":"web_form","label":"Google Fi help community","value":"https://support.google.com/fi/community?hl=en","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"google-store-order-history","type":"portal","label":"Google Store order history (start a phone return)","value":"https://store.google.com/orderhistory","access":"login","purposes":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"A Google Fi phone can be returned within 15 days of the phone's delivery. After you receive the shipping label, you have 14 days to ship it back.","issues":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"},{"kind":"process","claim":"For a fully paid phone, the refund goes to the original card within 14 business days of Google receiving it; for monthly payments, you get a credit on the next statement.","issues":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"}},{"index":1,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":2,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Contacting support requires Google account sign-in; no public phone number is shown before sign-in.","Transfer info (account number and PIN) and cancellation are only in the signed-in Fi app or website."],"security":{"official_domains":["google.com"],"never_asks":[{"kind":"policy","claim":"Google will never call you about your account security, ask for passwords, or ask you to read out a verification code or approve a device prompt over the phone. Google Fi accounts are Google Accounts.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact people by phone, text or email posing as Google Account Security or Support, claim the account is compromised, and try to get passwords, get around two-factor authentication or get a fraudulent sign-in approved. They may spoof caller ID.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Google's wireless service. Support is reached from the Google Fi help center after Google sign-in. The Google Fi Terms of Service page (fi.google.com/about/tos) did not load for automated reading on 2026-10-12, so dispute and arbitration terms are not recorded here.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"}},{"index":1,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":2,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["google.com"],"never_asks":[{"kind":"policy","claim":"Google will never call you about your account security, ask for passwords, or ask you to read out a verification code or approve a device prompt over the phone. Google Fi accounts are Google Accounts.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact people by phone, text or email posing as Google Account Security or Support, claim the account is compromised, and try to get passwords, get around two-factor authentication or get a fraudulent sign-in approved. They may spoof caller ID.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}