Tuesday, August 21, 2012

Google says it's addressing problems of preregistering for Fiber in apartment complexes and condos

Posted By on Tue, Aug 21, 2012 at 1:31 PM

Google feels your pain, apartment dwellers.
  • Google feels your pain, apartment dwellers.
Monday night, Google sent e-mails to apartment and condo dwellers who've been having trouble preregistering for its superfast Internet (and TV) service.

Google admitted that its records weren't up to snuff. "This process itself has been long and painful for many of you," said the e-mail, which hit my inbox around 8:15 p.m. "We simply did not have our records up-to-date with many of the apartment and unit numbers around the city."

Google noted that it's "working hard to correct the issue and update our records appropriately." The e-mail said Google has been "contacting property owners and managers, and even visiting hundreds of condo and apartment complexes to get a list of all unit numbers."

After weeks of being unable to preregister (read about it here), I was finally able to last week. My landlord told me today that representatives from Google had visited the Cres-managed Quality Hill apartments on Monday. So there's been some movement.

Read the full e-mail after the jump:

Hi Kansas City Resident,

First off, I want to say we're sorry for the delays and complications you've experienced trying to pre-register your address. We've been working hard to correct the issue and update our records appropriately. This process itself has been long and painful for many of you. We simply did not have our records up-to-date with many of the apartment and unit numbers around the city. We're making great progress and I wanted to lay out our plan for you so you know what we've been up to and what we're doing next to address this problem:

Since July 26th, we've been working to consolidate those addresses having problems pre-registering.
We've been contacting property owners and managers, and even visiting hundreds of condo and apartment complexes to get a list of all unit numbers.

We're expecting to finish the majority of this effort within the next few days. From there, we have multiple teams working to update our system records with every unit number received and recorded. We're hoping to have this effort completed sometime this week.

We understand this process has made it difficult to rally your neighbors so your fiberhood can reach its goal. We know this setback and the delays are below your expectations. We assure you these problems won't continue for long and we're putting all hands on deck to close this problem out ASAP.

We can always use your help! If you're receiving this email, it means we may not have all the unit numbers for your complex. If you have this readily available or can obtain easily from your property manager/owner, please respond with the list of unit numbers and it will expedite our turnaround time to update our records.

Thank you very much for sticking with us as we correct these delays. Your patience and understanding is greatly appreciated and we will do everything we can to fix this and regain your trust.

- The Google Fiber Team

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