Soporte

Getting started
Google Fiber Webpass basics
Billing & payments
Additional support
Our response to COVID-19
Getting started
Google Fiber Webpass basics
Billing & payments
Additional support
Our response to COVID-19
Do I need my own modem, an Ethernet cable, or any other equipment to use Google Fiber Webpass?

Google Fiber Webpass is so easy to use, you don’t need a modem or any other equipment to connect to it. Just plug your device into the Google Fiber Webpass jack with an Ethernet cable and boom! Instant access to awesome internet. Our tech will even give you an Ethernet cable for free during installation. Because we’re thoughtful like that. Get more info on how to connect to Google Fiber Webpass here.

Want WiFi? Ok, you will need your own WiFi router for that. See our tips on how to pick a WiFi router.

My device doesn’t have an Ethernet port. How do I connect to Google Fiber Webpass?

We already know you’re smart because you want a wired connection, which is the best way to connect to Google Fiber Webpass. So don’t feel silly if you can’t find where to plug in the Ethernet cable on your device. You’re not missing something; your device is—an Ethernet port! But don’t worry, you can still plug in your device to get the fastest, most reliable connection by using an Ethernet adapter. An Ethernet adapter plugs into whatever port you have on your device and turns it into an Ethernet port. There are several types of Ethernet adapters that are made to fit different ports on different devices. The most common is a USB-Ethernet adapter.

Here are the most common types of ports, so you can check if any match the one(s) on your device.

The most common device ports
ethernet adapter ports

You can also connect to WiFi using a WiFi router, and you won’t have to worry about any wires, plugs, or ports on your device. But just remember, a wireless connection isn’t as fast or reliable as a wired one. And you’ll also need your own wireless router. See our tips on how to pick a WiFi router.

Does Google Fiber Webpass have a referral program?

You love us, you really love us! We’re so glad you want to share the awesomeness of Google Fiber Webpass with all your friends and neighbors. And because we love you right back, we’ll give you a free month of service when a new Google Fiber Webpass customer signs up with your referral if you and your friend are in one of these markets: San Francisco, San Diego, Seattle, Chicago, Denver, and Miami.

But wait! There’s more: you can refer as many people as you want! Seeing the joy in your friends’ faces the first time they try Google Fiber Webpass might be all the reward you need. But we’ll still give you a free month of service for every new Google Fiber Webpass customer who uses your referral to sign up. Because we’re givers—just like you. Now go out and spread the love!

To get started, log into your Google Fiber Webpass customer portal and click on the Refer a Friend link in the menu on the left side of your account page.

How can I prepare for my installation appointment?

To make our quick & easy installation even quicker & easier, here are some things you can do to get ready:

1. Find the data jack in your unit (hint: it looks like a phone jack) and make sure our technicians can easily access it. (i.e., clear any furniture, clothing, dust, figurine collection, or other obstacles that might be in the way)

2. Turn on your computer and have it handy, so your tech can test the connection after the installation is done.

3. Want WiFi? Don’t forget, you’ll need to get your own WiFi router before your appointment! See our tips on how to pick a WiFi router.

4. Want help setting up WiFi? Have your WiFi router nearby and ready (with all the packaging removed, if it’s new). You might also want to think of a username and password. (We’ve all signed onto WiFi networks with embarrassing names or a painfully long string of random letters and numbers. Don’t let yours be one of them!)

Is all this installation talk getting you excited? Us too! So what do you say to taking this relationship to the next level?

Check if Google Fiber Webpass is in your building.

How do I change my account password?

If you already know your password, sign into your customer portal and click the Account Settings link in the menu on the left side of your dashboard page. From there, you’ll see the option to change your password at the bottom of the Account Settings page.

Forget your password? No worries! Just go to the account login page (visit Webpass.net and click the “Login” link in the top right corner of the homepage) and click the “Forgot your password?” link at the bottom of the page. On the next page, enter the email address you used to sign up for your Google Fiber Webpass account, and we’ll send a link there to reset your password.

Forget your password and your account email? Hey, it happens to the best of us! Email support@webpass.net or call our Customer Support phone number, and we’ll help you out.

How do I change my 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 call our Customer Support phone number to speak to a helpful human who can guide you through the process.

How do I create an account?

First, to have a Google Fiber Webpass account, you need to sign up for service. To sign up, start here.

After you’ve signed up, we’ll send a welcome email with a link to activate your account. You’ll need to use this link to create your account. Once your account is set up, you can access your customer portal to do all sorts of things, like pay your bill, set up autopay, check network updates, and contact support. So go find that email and click that link!

Don’t see the email in your inbox? Remember to check your spam folder, too! Still can’t find it? Request to have another activation email sent to you.

*Protip: add @Webpass.net to your email address book or “safe list” to make sure our emails go straight to your inbox every time.

How do I sign into my account and/or access my customer portal?

First, to have a Google Fiber Webpass account, you need to sign up for service. To sign up, start here.

If you’ve already signed up for service but haven’t yet created an account, follow this guide to setting up your account.

Already have an account? Well, aren’t you savvy! To sign in and access your customer portal, visit Webpass.net and click the “Log in” button in the top right corner of the home page (or just click here. Sign in with the username and password you used to create your Google Fiber Webpass account.

Forget your password? No worries! Follow the steps above to go to the login page, then click the “Forgot your password?” link at the bottom of the page. On the next page, enter the email address you used to sign up for your Google Fiber Webpass account, and we’ll send a link there to reset your password.

Forget your password and your account email? Hey, it happens to the best of us! Email support@webpass.net or call our Customer Support phone number, and we’ll help you out.

How do I update my account settings?

You can update your account settings from your customer portal. Log into your Google Fiber Webpass account, and click the Account Settings link in the menu on the left side of your dashboard page.

How long is the installation?

Installation is super easy and usually takes 15 minutes or less (we recommend setting aside 30 minutes, just in case).

But what good is a quick & easy installation if you’re waiting all day for it? That’s why we have actual appointment times, not “windows.” Our technician will show up right at your scheduled appointment time and be in and out before you can say “super speedy service” three times fast!

Still sitting there saying, “super speedy service”? Well, let’s start making moves towards getting it!

Check if Google Fiber Webpass is in your building.

I need WiFi. Does Google Fiber Webpass provide wireless routers?

No, Google Fiber Webpass is different than other providers. We don’t believe in making you buy a WiFi router from us or pay a monthly fee to rent one. We give you the freedom to get your own router, so you can pick one that’s right for you. See our tips on how to pick a WiFi router.

Which wireless routers do you recommend?

There are many options for WiFi Ethernet routers. The one that’s right for you will depend on a few factors like the number of connected devices, the layout of your home, and your online activities. Here’s some guidance to help pick out one that best fits your needs. A cable or DSL modem-router combo will NOT work with Webpass service.


The basic option – for the typical internet user
To optimize our super fast speeds, look for a router with these basic features:

• 802.11ac
• Dual-band
• Gigabit Ethernet ports

Our recommendation: The NETGEAR Nighthawk AC1900 Smart Wifi Router will support typical online activities, like email, web browsing, and streaming, but doesn’t have all the bells and whistles of some of the more top-tier models.


The heavy hitter – for gamers and heavy internet users
If you’re a gamer or have a ton of devices, the extra cost for a more powerful router might be worth never having to suffer the buffer:

• WiFi 6
• Dual-band
• Gigabit Ethernet ports

Our recommendation: The NETGEAR Nighthawk AX12 provides more bandwidth for those who have the need for speed.


A mesh-router system – for homes with larger coverage area or WiFi dead spots
A mesh-router system uses multiple devices throughout your home to get signal to those dead spots a single WiFi router can’t reach. This option is the best way to eliminate spotty connectivity in units that are larger than 2200 square feet, have concrete or brick interior walls, or are split or multiple levels (guidelines here).

Our recommendation: Google Nest Wifi is a scalable system that gives both whole-home coverage and a consistently strong signal. Each Nest Wifi point is also a smart speaker with the Google Assistant, and you can manage the whole system with the Google Home app.


Keep in mind, when using WiFi, your internet speeds will only be as fast as your router’s connection. Plugging your device directly into an Ethernet port on your router will always give you the fastest, most reliable speeds. We suggest using a wired connection for streaming devices, game consoles, and other gadgets that use lots of internet bandwidth.

Note: The routers listed above are only recommendations and are not affiliated with Google Fiber Webpass service. We do not provide support for these devices or any other consumer hardware. If there is an issue with your router, please contact the manufacturer directly for support.
Are there any monthly equipment rental costs?

Nope! Google Fiber Webpass doesn’t need a modem or any other equipment to work. Just plug your device into the Google Fiber Webpass jack with an Ethernet cable and boom! Instant access to awesome internet. Pretty cool, right?

Want WiFi? Ok, you will need a WiFi router for that. But what’s different about Google Fiber Webpass is we don’t make you buy a WiFi router from us or pay a monthly fee to rent one. We give you the freedom to get your own router, so you can pick one that’s right for you. See our tips on how to pick a WiFi router.

How does Google Fiber Webpass work?

Using a combination of rooftop radios and fiber optic cables, we beam internet through the sky as fast as fiber. A receiver on the top of your building picks up the internet signal from a building with a direct fiber connection and brings it right into your home through your building’s existing wiring. This technology is not only cost-efficient but also more reliable and makes installation quick and easy. All of this allows us to bring better internet to more people at a fairer price.

Can I get Google Fiber Webpass if I live in a single-family home?

We hate to disappoint our fans! But right now, Google Fiber Webpass is only available for apartments, condominiums, and businesses.

Do I need to sign a contract for Google Fiber Webpass service?

Nope! Google Fiber Webpass doesn’t believe in tying you down with long-term contracts or cancellation fees. Don’t want to commit? We can keep it casual and take it month by month. We want you to stay because you love our fast speeds, awesome service, and reliability—not because you have to.

Google Fiber Webpass isn't offered in my building. Where can I find info to share with my property management/owner?

Property managers/owners can visit our homepage to learn about Google Fiber Webpass. Ready to get the ball rolling? Great! Here’s what you can do:

- email gfiberwebpassatx@google.com (if you’re a resident, please include your property manager/owner’s contact info) – call 1-877-559-7277 We’re excited to hear from you!

How can I check where Google Fiber Webpass is available?

Check for Google Fiber Webpass service at a specific address.

See a map with all Google Fiber Webpass buildings in your city:

Chicago
Denver
Miami
San Francisco
San Diego
Seattle

How do I sign up for service?

Signing up is fast & easy! Sign up online in just a few quick steps. Or call our Customer Support phone number to speak to a helpful human who can guide you through the process in minutes.

I'm a building owner or property manager. How do I bring Google Fiber Webpass to my building?

Interested in getting Google Fiber Webpass in your building? Just fill out this form.

We’re excited to hear from you!

Is there an activation or cancellation cost?

Nope! There are no activation or cancellation fees ever.

What is Google Fiber Webpass?

Google Fiber Webpass uses cutting-edge technology to deliver super fast, reliable internet to apartment buildings, condominiums, and businesses in select cities. Part of the Google family, we’ve been revolutionizing what customers can expect from their internet provider for over 15 years. From quick, painless setup to responsive local support, we’ve designed everything around making your internet simpler and easier.

We offer only one plan at one yearly or monthly price—no mystery bundles, confusing speed tiers, or “gotcha” promotional pricing.* We think our crazy fast speeds, awesome customer service, and consistent network reliability speak for themselves. That’s why we offer month-to-month service with no cancellation fees. We want you to stay because you love us, not because you have to. So what do you say to taking this relationship to the next level?

Check if Google Fiber Webpass is in your building.

Learn more about how Google Fiber Webpass works.

*Austin Google Fiber Webpass customers are subject to additional taxes and fees.

What is the cost of installation?

Nothing! Nada. Nil. Zip. Zero. Zilch… and whatever other words that mean Google Fiber Webpass installation is COMPLETELY FREE!

What plans and/or speeds do you offer?

Google Fiber Webpass keeps it simple by offering only one plan at one price. Pay as you go without contracts or commitment, and cancel monthly service at any time, no problem.

Want to check the speed available in your building?

If Google Fiber Webpass is in your building, our address checker will show you the speed we offer there. Start by entering your address here.

*Austin Google Fiber Webpass customers are subject to additional taxes and fees.

How do I pay my bill?

Pay your bill online

The fastest and easiest way to pay is by credit card or ACH through your customer portal. Log into your Google Fiber Webpass account, and click the Billing link in the menu on the left side of your dashboard page. On the Billing page, you’ll see the option to make a one-time payment or set up autopay. If you really want to make things easy for yourself, set up autopay to pay your bill automatically every month on your billing date, and you’ll never have to worry about remembering to pay your bill or missing a payment.


Pay your bill over the phone

If you prefer to pay by phone, call our Customer Support phone number to speak to a helpful human who will guide you through the process.


Other useful links:

See more info on how and when you’ll get your bill.

Our billing policy

Our privacy policy

How do I change or cancel my service plan?

Change is hard, but changing or cancelling your Google Fiber Webpass service plan isn’t. Just call our Customer Support phone number to speak to a helpful human who will guide you through the process.

How do I set up, change, or stop autopay?

You can change your autopay settings and/or all other payment settings through your customer portal. Log into your Google Fiber Webpass account and click the Billing link in the menu on the left side of your dashboard page. Under the “Pay My Bill” section on the Billing page, you’ll find the button that says “Set Up/Change Auto Pay.”

How do I get free internet?

Free stuff makes you happy. And happy customers make us happy. That’s why we’ll give you a free month of service when a new Google Fiber Webpass customer signs up with your referral if you and your friend are in one of these markets: San Francisco, San Diego, Seattle, Chicago, Denver, and Miami. Introduce your friends and neighbors to the awesomeness of Google Fiber Webpass, and make everyone happy! It’s a win-win-win!

But wait! There’s more! Because you can’t put a limit on happiness, we’ll let you refer as many people as you want! Seeing the joy in your friends’ faces the first time they try Google Fiber Webpass might be all the reward you need. But we’ll still give you a free month of service for every new Google Fiber Webpass customer who uses your referral to sign up. Because we’re givers—just like you. Now go out and spread the love!

To get started, log into your Google Fiber Webpass customer portal and click on the Refer a Friend link in the menu on the left side of your account page.

When will I be billed?

Right after your installation, we’ll email your first bill to the email address you used to sign up for Google Fiber Webpass service. From there on out, you’ll get a bill every month, same place, same time (i.e., in your email on the same day of the month you got installed. Want to check what day that is? Visit the Billing page in your customer portal to find your billing date.)

Google Fiber Webpass is proud to be paper free! So we only send bills to your inbox, not your mailbox. And while no trees are harmed in the sending of your bills, sometimes emails get lost. Make sure you have the right email address on your Google Fiber Webpass account and check it regularly—including your spam folder!

You can also always visit your customer portal to check your billing date, see your billing history, and pay your bill. Or call our Customer Support phone number to speak to a helpful human about any billing questions.

Will I receive a paper bill in the mail?

Google Fiber Webpass is proud to be paper free! So we only send bills to your inbox, not your mailbox. And while no trees are harmed in the sending of your bills, sometimes emails get lost. Make sure you have the right email address on your Google Fiber Webpass account and check it regularly—including your spam folder!

*Protip: add @Webpass.net to your email address book or “safe list” to make sure our emails go straight to your inbox every time.

You can also always visit your customer portal to check your billing date, see your billing history, and pay your bill. Or call our Customer Support phone number to speak to a helpful human about any billing questions.

Can I use an Apple TV, Chromecast, Roku, or a Smart TV with Google Fiber Webpass?

You betcha! Google Fiber Webpass internet works with all WiFi-enabled devices. If your device has an Ethernet jack, you can use a wired connection, too. Get ultra-fast speed with enough bandwidth for a whole bunch of devices.

Do I need a phone line to install Google Fiber Webpass?

Nope! Google Fiber Webpass Internet service is connected to your home through a separate Ethernet jack that is completely independent from your phone line. No phone lines or phone service necessary.

Does Google Fiber Webpass offer cable TV or phone service? What about VoIP?

At Google Fiber Webpass, we care about one thing: giving you super fast, reliable internet—not TV packages you don’t want or landlines you don’t use. Because when you have super fast, reliable internet, you don’t need any of that other stuff! Once you start livin’ the stream with Google Fiber Webpass, you’ll find it’s easier, quicker, and cheaper to make calls and watch all your favorite shows online. If VoIP is your thing, you can always get a VoIP phone adapter to use with Google Fiber Webpass.

Does Google Fiber Webpass provide an email account with service?

No. Google Fiber Webpass doesn’t come with an email account. We suggest checking out a few free web-based email services, like Gmail, Outlook, Yahoo!, or iCloud Mail.

I'm a customer. How do I check the Google Fiber Webpass network status for my building?

Check the network status at a specific address here.

You can also check the network status at any time from your customer portal. Log into your Google Fiber Webpass account, and click the Network Status link in the menu on the left side of your dashboard page.

If you still have questions about your network, we’re here for you! Email support@webpass.net, send us a support ticket through your customer portal, or call Customer Support phone number to speak to a helpful human.

When is tech support open? How do I contact the tech support team?

We’re here to help! Tech support is open every day from 6AM to 9PM PST.

Chat us
Click the “Chat with us” button on the support page.

Email us
support@webpass.net

Open a support ticket
Log into your customer portal. and click the “Support” link on the left side of your dashboard page.

Call us
1-800-WEBPASS (1-800-932-7277)

We’re dedicated to making sure our customers’ experiences are great, every single time. That’s why we monitor all of our equipment 24/7. If network problems come up, we do our best to manage them as soon as possible.

Why isn't my internet speed as fast as it should be?

With Google Fiber Webpass, you should be livin’ the stream, not suffering the buffering. So let’s get to the bottom of this.

First let’s make sure there aren’t any other reasons you might be seeing slower-than-expected speeds. Here are a few things to check:

1. Your device is plugged directly into your Ethernet jack (i.e., you’re not on WiFi).
2. No other applications are running.
3. No other devices are connected.
4. You aren’t using the network for anything else.
5. You’ve cleared your browser’s cache and/or cookies. (Visit this page to learn how to do that.)
6. You’ve tried restarting your device.

Still not seeing those super fast speeds? Here are some of the most common factors that may be slowing you down:

- Connecting with WiFi: WiFi routers can be fickle, and there are a number of factors that can interfere with and slow down your connection. That’s why we always recommend plugging your device directly into your Google Fiber Webpass jack to get the fastest, most reliable speeds.

- WiFi Router: Our speeds are so fast, a lot of routers can’t handle them! So slow speeds could mean you need a WiFi router upgrade. To check whether you have the right type of WiFi router to give you the speed you need, see our tips on how to pick a WiFi router

- Device: It could be your device that’s bringing you down. The age of your device (and type of hardware you use) can impact your upload and download speeds. An outdated operating system, web browser, or web application are some of the other usual suspects. If you want to live your best internet life, keep it all updated.

Tried all this and your wired connection is still giving you trouble? Let us know, and we’ll do our best to fix it ASAP! Email support@webpass.net or call our Customer Support phone number

Why isn't my WiFi working?

We never want you to suffer the buffer! But we can only control the Ethernet connection to your data jack, not the signal between the WiFi router and your device. Try plugging your device directly into the Google Fiber Webpass jack. If that works, the issue is most likely your WiFi router and not your Google Fiber Webpass connection.

With so many different WiFi routers available and other possible factors that can interfere with your WiFi signal, it’s difficult for us to help in this situation—as much as we hate to say it! Try turning off your WiFi router, wait about 5-10 minutes, then turn it back on. If that doesn’t work, call the WiFi router manufacturer for help.

Having issues with your connection when your device is plugged directly into the Google Fiber Webpass jack? Let us know, and we’ll do our best to fix it ASAP! Email support@webpass.net, send us a support ticket through your customer portal, or call our Customer Support phone number to speak to a helpful human.

How we're responding to COVID-19

Our top priority is keeping the Google Fiber Webpass team, our customers, and our community healthy and safe. We’re monitoring the novel coronavirus (COVID-19) situation very carefully and taking sensible, recommended precautions.

Installations

We’ll continue to install service for new customers as long as it’s safe and we’re able to do so. We’ve added additional health and safety requirements, including:

• Practicing social distancing.
• Wearing disposable face masks and gloves while we’re in your home.
• Increasing sanitation practices and emphasizing proper hand washing and hygiene.
• Cleaning and disinfecting frequently touched objects required to connect you to Google Fiber Webpass internet.

As a reminder, we’re in this together—so if you’re not feeling well, please exercise caution and reschedule your appointment.

Contactless instant installation

Contactless instant installation, which doesn’t require a technician to install your service, is available in some units. If your unit is eligible for instant installation, you’ll have the option to self-install your service when you sign up. Self-installing service is quick and easy – it’s simply plug and play. We’ll email you instructions to help guide you through the process. And if you need any help along the way, our customer service team is here to help.

To check if your unit is eligible for instant installation, enter your address here.