fidiumfiber.com Reviews 118

The worst customer service I have seen, they are fast when you first order and have them come out to install, but when I go up into my attic and find that the tech just left the Fiber cable on the floor no one calls you back or returns emails. Its been almost a 2 months and no one has contacted me back.

I guess this has to go in the “CON” column.

I now have Fidium Fiber installed in my house. However I am not enrolled with them. They first installed my service about 3-4 weeks ago, great installer. When all was in he asked for the name of my wireless network and the password. After he set it up we had speeds over 900GHz on my main Windows 11 WiFi desktop. Reading that their Gateway was a POS I asked if I could use my router instead. Yes, they said and I needed to give them the MAC address and the S\N of the router which I did. 3 times. No connection each time I tried and after the 3rd time there was no service on my router or their Gateway. In discuss I told them I did not want the service.

Fast forward 2-3 weeks and I think I may have jumped the gun. Maybe the bad experience was a one off. We'll try again. Expecting things to be better this time I spend over $300 to bury a conduit and topsoil and seed for the front lawn. I call and ask if they could reconnect me. No they say. I need a new install. Out come different installer. I start to give him the wireless network name and he says I need a new wireless network. I tell him the first installer used this one but he is having none of it. New one it is. He checks the service on his cell phone standing in the basement by the ONT. Says all's good. And leaves. Everything (my wife's Ethernet wired desktop, the TV and the Iphone) connect great BUT the main Windows 11 WiFi desktop. No service. I call and get “tech support” they says it can't be their setup. I tell them it worked before on the wireless network used by the first installer and it works now on that network when I switch back to my other ISP so I think they should set up to that network. REALLY? They are the experts and they say no that it is my windows computer. I say if so why does it work on the other ISP?
I ask to have a technician come out to my location. After calling 3 or 4 times they finally agreed to send one out. He spent about 15 minutes in my office and then said “I can't fix it” and left.

Lessons learned :
1 Installers only know how to do what they were taught. NOTHING more. They can not adapt and don't want to hear anything you might know.
2 Tech support is in India. I believe that most do not want to hear what you think could be wrong. So they talk over you unless you tell them to please stop talking.
3 If you ask for tech support be sent to your home you will probably just get an installer like I did and he will not know how to do anything other that what he was taught. Again, an installer is NOT a technician so if it was not something he was taught he can't do anything.

So this place dose nothing to help fix t
Your problems. You go days with no service, they dont credit my account and the problems are always on a sunday and I got to say that im going to.switch its worth paying more for a service that works

I recently had a service outage. Thankfully, Fidium was able to schedule a technician the next day between 3-5. To my surprise, the technician was available early and showed up around noon. That was less than 24 hours after reporting the outage. Super awesome!

It was determined that the outage was a result of a neighbor using squirrels for crossbow target practice and they managed to shoot the fiber tap and severed the fiber line connected to my drop. Unfortunately, the drop is on a really ancient Roseville Electric pole that has nearly dry rotted into a pile of saw dust. The pole was also located on property that they did not have access to.

While it took a few days to figure out a game plan for safely conducting the necessary repairs, I really have to commend the Fidium team who addressed the matter and got me back up and running (in spite of me being a pain in the butt customer).

First there is the ADP supervisor, Mark Sullivan. ADP crew members Mike P, Barron M, Josh C. Last was repair technician John. There were at least two other ADP crew members out here earlier in the week whose names I have regrettably forgotten, but they deserve credit too.

I cannot thank these gentlemen enough for the harrowing work they put into getting my service restored. Crawling through brush and thorns; climbing the jankiest utility pole I have ever seen; and hanging on for dear life as a guy is 20 feet off the ground trying to fusion splice two ends of fiber back together...

These guys are the kind of everyday heroes that don't get songs sung about them, but who are surely worthy of praise and appreciation. I hope this review and the letter I send earn them some form of recognition.

Kuddos as well to Tamara in customer service who just assisted me with an order to upgrade my service to 2gbps. Super friendly, super efficient, and she got me a great price as a loyal customer. Booyah!

When they set it up back in January (which was a whole different set of issues) it was supposed to be fantastic acorrding to the sales rep. We have the 2G plan and according to the installer it's supposed to be better than most hotels have. But it's been a disaster internet wise. My son in law who works from home has been threatened with losing his job because of the inability to maintain a connection. Recently my wife ran into the sales reps who told her that that they should have given us two WIFI extenders because we got the 2G plan. He refuses get them for us and you can't get Fidium to answer the phone or return calls. I don't care the problem is billing, technical etc... They refuse to deal with the customer at all. We may soon have to dump them. Yes it's cheaper than cable but losing one's job is a lot more costly.

Had to give a 1 cause you cant give a zero, Canceled service, returned equipment and paid final bill, still get bill notices. Customer service is horrible, they wont answer or put you on hold then hang up, This has been a complete nightmare. Dont waste your time !!

Fiber has the advantage of symmetric speeds (just as fast upload as down), and that can be advantageous with online meetings and other upload issues. Also, fiber has typically much lower latency (2-3ms vs 12-15 when I had cable.) Fidium has those advantages here...BUT.

West of Houston area, surprising number of outages and needing to reset the fiber-ethernet converter. And our local service apparently has only limited standby generator capacity, so after big storms we lose Internet (recently was 12 hours.)

The big disappointment is the really bad router. Unlike every one I've had before, this one only broadcasts wifi on one frequency. By default, it's set to the 5 ghz, so if you have devices that use 2.4 ghz, you have to at a minimum buy a repeater or WAP to get that speed. At our house, our Rainbird irrigation, our smart thermostats, a La Crosse weather station, and eight smart plugs all use 2.4 ghz. I was shocked to learn the Zyxel router is not dual band. You also have no access to configure the DHCP service, so devices that need a static IP are there and then they're not. Worth knowing if you consider this service.

You simply cannot imagine how horrible it is for your internet to cut out every 10 minutes. They make Xfinity/Comcast look like customer service All-Stars. I can't stand Xfinity, but I will be switching back ASAP. I didn't even go into detail about price jumps and billing.

Contract started 6.15.2024
If you need a fiber line buried, you're going to have to wait months. They use a 3rd party service for burying lines and they have no ability to give you an ETA. I had a tech come out to my home, tell me that they'd bury a line in 3 days, only to lie, and find out through customer service that it usually months out and they have no way of contacting them. I haven't dealt with this level of shadiness since my last unfaithful girlfriend. Would not recommend this company to my worst enemies.

Contract ended: 7.22.2024

Update 8.6.2024:
After cancelling my service with them two weeks ago, they have now decided to install a fiber line... for my home, which has no service contract anymore.

I was taking a nap and some guy from Fidium Internet pretty much knocking on my door and trying to sell me their service saying their service is better than Xfinity. Then he was telling me that they have better Internet speed and it doesn’t cut out and I was skeptical about it because I had to go to college with my wife and I. After that we looked at the reviews online and it really didn’t seem like it was the best idea to switch to any Internet company from fidium internet. We just wanted to stay with Xfinity plus the guy was pretty much trying to con us saying he would give us a month free. When I find out there might be hidden fees and you hear from other people about the internet cutting out in the Vermont area. Plus having so many issues that were rude about wanting to cancel the Internet. That wasn’t the kicker the guy put the wrong address instead he put my mother‘s address instead of mine address. Then the worst thing the guy could do that came out said sorry, sir you have to call them and cancel it. The seemed rude about it and then he said sorry but I don’t know if he was really sorry about it. Plus he didn’t reply to me when I told him he put the wrong address.

July 2024 Update: Still receiving marketing solicitations in the mail despite another opt out request in April. After over two years of opt out requests every time we receive one we should not be getting this mail.

April 2024:Fidium does not honor marketing opt out requests, whether submitted through the official form on the website, or contacted directly via email, even though they might claim to. I understand mailers are scheduled in advance and one or two more might still come after opting out. But I've been requesting not to receive marketing mail from fidium every time we receive a piece, and despite these repeated requests we're still receiving marketing mail over two years later.

I sell Fidium Fiber door to door, and have for the past 8 months. They have no long term contracts, offer a 30 day money back guarantee and free installation, and when they install their service they don't uninstall the customers existing service, so anyone who is interested can test drive the service before committing to cancelling their current service. Fiber optic internet is great because it lets people stream television from anywhere, they are no longer at the mercy of their local cable company or stuck trying to pick up signal with an antenna. Plus it lets DirecTV do away with their satellite dishes, so their TV won't go out in bad weather. Great company, good people.

so far the service is great no outages I did have to call tech support once and the reason for the 4 instead of 5 star review is the simple cookie cutter answers that tech support gave luckily I was able to fix the problem with some research on my end but all in all I would still recommend them

Abysmal customer support. When the internet works, the speeds are fine, but any time you experience an outage you're in for a multi day ordeal.