fidiumfiber.com Reviews 118

Wifi itself is good but it’s no use when you can’t use it. goes down at least a couple times a month and they never have an actual reason for it.

Fidium came across as a fiber optic Internet service. However, there were outages, later explained that they never hooked me up on a dedicated line at the junction box. Then they double billed me in January. I paid the $62.80, the normal monthly payment. They explained (over the phone, not through an email or text) that there was a 'glitch'. But the bill stayed double at $125.60. I got better offers and cancelled. But the billing continues. Now I can't go to my online account either. The people on the other end of the phone are useless and gave me the run around. Their download speed was only 50mbps. Never use these creeps!

Fidium will respond to this with a request to e-mail them. Please know that is a canned response from their team. I e-mailed that address twice, and no one ever responded. This is the worst company you'll ever do business with inside and outside of the ISP space. They are uniquely horrible in a class of their own.

My experience with Fidium was deeply frustrating. It started with a botched installation and ended with a nightmare return process.

The installation took about 6 hours across two days. I was very clear with both technicians on how to ensure that the whole house got coverage from where to bring the line in to where to install the modem and router. Both technicians ignored my clear instructions.

Instead, they installed the router in the far corner of my home—nowhere near my office—resulting in speeds that were 8% to 15% of those advertised (150-300Mb/s instead of the 2Gb/s I paid for) and a dead zone on the opposite corner. As a result, I canceled the service the day after installation was finished noting that I could stick with cable service.

The quality of install was also subpar. The technician did not use a gang box inside the wall on the interior of the house and screwed the wall plate directly into drywall. He didn't leave a service loop in the wall and had pulled the fiber taught from the outside. He actually recommended running a visible line inside the house at one point during the installation. Technician was clearly not properly trained.

I received several calls from "corporate" after the incident. Employees on Fidium's side claimed to want to make things right and keep me as a customer. I let them know that the opportunity to keep me passed when their technicians ignored me twice during the multi-hour installation process.

A couple of weeks later, Fidium sent me a letter demanding I return all equipment in the original box and threatened a $100 charge if equipment was not returned within 30 days. However, the box left by the technician wasn’t large enough for the modem and extenders. It was only large enough for the router. Fidium likes to happily proclaim that you can use any box, and they do not understand that -- for the consumer -- that translates to "get your own box".

When I chose not to buy my own box for the return, I received a $376.02 charge on the account. That's quite a bit different from the $100 threat in their letter.

Prepared to pay the amount and then follow up with a lawsuit to recover damages, I was required by my lawyer to give the company an opportunity to revoke the charge before moving forward with the lawsuit. When the company was threatened with legal action, Fidium finally agreed to pay for the box that I would need to return the equipment.

I'm pretty sure this company pays for fake reviews. There appear to be suspicious 5-star reviews boosting Fidium’s ratings online. If you want to know what a good broadband company looks like in terms of reviews, look up Ezee Fiber. That's what good reviews look like when they're real.

Overall, I recommend avoiding Fidium like the plague. From installation to customer service and equipment returns, my experience was a headache at every turn.

Concise Overview:
- Botched Installation: Router installed in the farthest corner of the house, ignoring user guidance, and failing to follow best practices during installation.
- Poor Performance: Significantly slower than advertised.
- Nightmare Return Process: Inadequate return box provided, forcing escalation to near legal action.
- Extra Fees: $376.02 rather than $100 assessed on unreturned equipment, only resolved after legal threats.
- Unresponsive: Repeated emails to Fidium’s provided social address went unanswered.
- Suspicious Reviews: Possible fake 5-star reviews appear to bolster Fidium’s ratings.
- Better Alternatives: Ezee Fiber offered faster speeds (8Gb) and a smoother experience overall.

I live in a duplex. We both have fidium. Neighbors internet goes down last Sunday. Her appointment is for the next Saturday as she has no one at home till then. My internet goes down on Tuesday. I have someone at home so they come on Wednesday and fix mine. Now it's Saturday and fidium is here and my Internet goes down again. I go out to speak to the tech. He states that the previous tech somehow hooked up my internet to her port so he switched it back. I asked if he was going to fix mine. He said no. Is this customer service?

I just post a review 20 minutes ago and gave them 5 star then I received my bill I call them horrible customer service
The Indian lady didn’t know what she was talking about. We got a 1 gig for $55.00 and installed January 7th today our bill was $74.00 call them and she told me if you don’t lock your price next month will be $100.00 and goes up every month 😂 have you heard any BS like this I’m canceling my internet and go back to comcast
IT IS ALL SCAM ABOUT FIDIUM
Don’t get their service

Much has been written about poor customer service. I can only agree. I've had no issues with the the internet service itself I was incredibly frustrated today when I simply wanted to change my credit card on file.

Transferred over and over ( with significant wait times each time) Not one of the representatives was able to help. Each one said specifically "I can't do anything..go to fidium.net" Fidium.net was not allowing any changes. This was my issue.

Customer service department is of no help whatsoever. Standard answer is "I cannot help. Go to portal"

Mixed feelings.
The good: the installation was good,the workers were great. Fast and smooth and left zero mess. 5 stars for them One went above and beyond..Jen..here in Portland,Maine..please give her a raise Fidium.
Fidium has a mobile service called attune that lets you see your devices and you can freeze service on one so you get better speed on another..or so id assume..ive never tried to see that in a test..maybe its a security thing but I like it.Fidium billing online is better than Spectrum..Spectrum never updated my bill and it was frustrating because it would say I owe three months when i was actually quite paid up.

The bad : customer service. Dont email or chat-they dont respond. Also Tech department is in India I believe-they are hard to understand if youre an english speaker.. They are not generous with giving information when they finally seem to understand your questions. It was like they hardly know what they are talking about or maybe its just the language barrier..They have zero communication skills.
Customer service in general..I think they are not trained to be friendly. I appreciate CS that is personable and brightens my day. My last experience today with CS started off bad as she had an attitide and clearly she is told to when customers want to downgrade service. She then seemed to level out and was polite but acted like id harrassed her for days or am retarded for some reason..and was fed up with me..just weird. She was polite in the end but im sure shes told to not be nice when people downgrade.
The speeds are sort of close to what you pay for 1 gb I got usually 700 average but only with ethernet not wifi which i paid for.I had to buy an ethernet cable and that took over a week.It also took a long time to get that info. (tech department with the woman who I could barely understand)
Fidium doesn't tell you you will need ethernet cables and wifi will not give you nearly the speed you pay for. ( i got 5 mbps) with wifi despite the 1 gb plan .They finally admitted the speed is also divided among your devices which i never knew and they werent going to advertise that. Maybe its common knowlege and Im a dolt. .Or that if you downgrade you will pay 10 dollars extra monthly for the equipment you had included with your original plans bill.. I had fidium a month before i downgraded and thought since it says NO CONTRACT that everything would be the same minus the speed of course. They PUNISH you for downgrading..its greedy and mean spirited.
So Fidium is so far not stellar IMO. But its still 3 stars and less expensive for now than Spectrum..i paid 95 a month for 300 mbps with spectrum and even though I was a 5 year customer, they wouldnt budge to lower my bill. Fidium won't either im sure in the future but for now its ok..after a year my bill may be more than spectrum lol..we will see..

The worst customer service possible! Zero stars is not an option but if you want to pay for an internet and telephone service that provides the absolute worst customer service than Fidium is your best bet! Funny thing is if you call for new service you get a customer service agent in seconds!!!

Dont use this company especially if u work from home. We had our first mild snow storm and we were the only house to get out internet wipped. Tech said itll be 13 days before someone comes checks it out. How do u casually tell ur customer they wont be able to work or do anything for 2 weeks. Absolutely pathetic

Oh my god, I don't think there there is a customer service WORSE than Fidium/Consolidated, The reviews with one and two stars are ACCURATE! If there was a zero, I would select that. I canceled the service (for unrelated reasons- the actual service was fine) and had to call 3 times over a month to get a prepaid label to send the box back. When I called, customer service was inconsistent (different message from different people), rude (couldn't wait to get me off the phone and punt the call elsewhere) and confused (couldn't find the account/then found the account and couldn't figure out why). If you don't have an issue, you may be fine. If you want an issue resolved, good luck! STAY AWAY!!

Do not get this provider they said the package i was buying could run 14 different devices with smooth internet experience which was bull. I can't use my phone and computer at the same time or because it can't provide Internet for both. When I asked about why I couldn't use multiple devices like advertised the only thing anyone from the help line could say was it was all the devices fault which is a lie. PS. 3 of the people for the help hotline could barley speak any English I'm not racist or anything but they couldn't help me at all

I've had Fidium for a few weeks and it stopped working. I work from home & this is my busiest time, called Friday morning & was told someone would be here on Saturday between 8-10, nobody showed, when I called they said it was cancelled & a glitch on their end.. now telling me they'll try & get someone here next Monday or Tuesday.. completely unacceptable. Very disappointed in their service. I would NOT recommend using them.

11/15/2024: Fidium fiber lines were installed on my street in October 2024 and salesmen have been pushing to install this at my house. I declined. Since then my regular landline service is dead since 11/4/24 and I've spent HOURS on the phone taking with their customer service, tech support, advanced tech support in MULTIPLE overseas countries . This was suppose to be repaired weeks ago and no one showed up and I had to spend hours reporting my problems to different departments again. Now they say they can't send a tech person until 11/19/24. They have no physical presence in my state, and most others, so good luck with service issues.

I switched from Fidium to another fiber company because of the price increase. Fidium continued to remove money from my bank account after I stopped service. When I tried to inform them that I no longer have services I was placed on hold for over 30 minutes. I tried calling again. If u press 1 for a call back it hangs up on you. So u have to start over. Does anybody have a back line ? :)

I can’t even get them to install. Customer service closes at 6 even if you are on the phone with them. They put you on hold and never come back. I have an order number and they tell me it doesn’t exist. One star is too much. I have not paid anything yet and most likely won’t. The absolute worst. I know of three people in my small circle that are going through the same situation. The initial call I was told they were a multi million dollar company and my account doesn’t matter!?!

At this time I'm being charged. $55 more than I was quoted a month. I have not even had my services A. Full month before my box broke. I am now running off my cell phone hotspots. My entire house. By the way, my box has been hanging on the wall in the same spot since the day the man hooked it up. Nobody even touching it because it's between 2 bureau's. The customer representative care system is sucky. Do not press one to have them. Call you back because you will not get that call back. And then as you're reviewing the bill together, they will fabricate what you're seeing only by their words because they cannot change what it says on that paper. And make sure you do not overpay because if they have to credit your account for anything, you will not get your overpayment money, they will call that your credit. I would not even have gave it one star however , to leave a review you have to. That rules should change. There should be a thumbs down button if you want to leave a review for bad people, given them that 1 star actually gives them a point. I don't recommend this internet system even if it was just for your chicken co-op.

I'm paying for fiber and I get 5mbps. I have wasted so much time on the phone, with incompetent agents. They sent a technician. After 1h and being put on hold for a while too, the technician find out the issue: the suspension we put while we were away was not lifted.
So now I'm being sent from one department to another to figure out who can unsuspend our connection.
So I haven't been able to work for two days now, because of their crass incompetence.
All this mess for something that should be self service from the fidium app. This is beyond ridiculous.
Update: I just spent 15 minutes with an agent on the phone who schooled me because of some unbreakable rules of suspension in the nastiest way possible. I asked to speak to a manager and the "unbreakable rules" suddenly disappeared and the manager was able to unsuspend my account instantly.
Add to this the fact that the wait time on the phone are always dreadfully long, the chat is not any better, their FAQ is unreadable and the chat bot is constantly broken forcing you back to the chat with real persons (but where you will wait hours before someone actually writes back).
DO NOT subscribe to their services. Even Spectrum is better.

I have no complaint about the quality of internet but when it comes to customer service and taking responsibility for issues THEY ARE LESS THAN A 1 STAR. Woke up one morning and the Internet was not working so I called in to see what the issue was. Rep could not figure it out said it looked like it went off at 1am. So they scheduled a Tech to come out. The tech checked everything and said he found no issue so he called into the service department. They find out for some odd reason that Fidium had turned off our account. No explanation why. So they turned it backon and it was fine. The issue is that my wife and I both work from home so we had no Internet all day and could not work. This cost us hundreds of dollars for a lost day. I requested one free month as reimbursement (total of $80). The account person Wanda said no way and she would offer me $10 credit?? What a joke the issue was solely Fidium's fault and cost us money but you offer $10. Absolute slap in the face! Would not recommend them to anyone!

A technician named Julio helped with DNS issues preventing my personal computer from connecting online. Thank you Julio for spending the time to get my computer and indoor camera back online.

my building has 7 apartments in it i cant get internet through fidium fiber unless the other 6 apartments in my building lets them in to install equipment in their apartments