In order to bring their Terms of Service (ToS) in line with other major home cable and broadband service providers, Google has updated their Google Fiber terms to include a new arbitration clause that restricts your ability to sue Google over any problems that may arise over your Google Fiber service. The change, which happened last week, essentially means that both you and Google agree not to sue each other, and instead, will enter what is known as arbitration. For those that are unaware, arbitration simply means that an outside third-party will listen to the complaint, and then decide on an appropriate solution. This does not mean that customers are losing governmental protection. Any government agency tasked with regulating services which Google Fiber offers will still have full authority. If you're a Google Fiber customer, that means you can still file complaints with federal or local agencies, and if they deem your claim sufficiently substantiated, then they can still file a lawsuit on your behalf.
It's important to note that Google is also giving up the right to sue you; which is very important and bears repeating. Google is also prepared to pay the arbitration fees for you, as long as that claim doesn't exceed certain amounts, and you give proper notice of your intent to enter arbitration 30 days prior (by "snail mail"). If your claim is valued at $75,000 or less, you'll pay absolutely nothing, and hopefully resolve your issues. If it's over $75,000, but not more than $300,000, your fees will be capped at $200, unless your state requires Google Fiber to pay all of the fees. Any more than $300,000 and you'll be required to pay your share of the fees, which will be governed by the American Arbitration Association. However, be aware that if your claim is found to be without substance (there really isn't a claim there) or your relief (what you're asking for) is frivolous or brought for an improper cause, then you will be liable for not only your fees, but Google's fees, too.
All is not as bad as it sounds. In fact, Google wants you to be happy with your service, that's why you can head to their website and fill out a form, again within 30 days of agreeing to the ToS, that will allow you to opt-out of these changes. Additionally, if any future changes occur to the arbitration clause, you can opt-out of those as well. If you opted out from the original change, then Google advises no need to fill out the future change rejection form since it wouldn't apply to you anyways. If however, you haven't opted-out—and you want to—you have 21 days, including today to opt-out of the original change. The Google Fiber website offers older archived versions for your convenience. Be on the lookout for an email from Google Fiber if you haven't already received one.