fidiumfiber.com Reviews 118

After 12 hours of new service connectivity issues were experienced tech support is inept. Chat wants cc information to assist.
Stopped service 17 September and had ATT internet installed. It took 4 months and multiple faxes to BOA/VISA to freeze any payments to company.
Week ago received bill stating zero balance. Today received past due notice for $71.00. Hour on phone after being put on hold and transferred to multiple agencies contacted 'billing' department in Illinois. Told the bill was a termination of service bill. After 4 months! uh huh.
This company uses fraudulent billing practices, poor customer 'support' and woeful internet.
If one could give a negative star I would. Have had ATT since cancelling fidium and LOVE IT!

If I could give zero stars I would. The lack of customer service is DISGUSTING!!! I called spoke w an agent 2 months ago asked for my service to be reduced to 1 gig because we are paying for service we NEVER get. Service never reduced so I call spoke W/ Kasi she said it will be done sorry for inconvenience I will add $75 credit for you. My bill was $110-$75 credit=$35 due right?? Wrong my bill due is $65 :/ when I call NO SUPERVISOR available every agent says sorry portal don’t update for customer that fast and payments don’t update for agent that fast!!!!! WHAT that sounds like a BAD system. Agent says “sorry anything else I can do” wth!!! No care for customer zero cs skills DONT CHANGE SERVICE!!!
Also spoke with Sam, kaelynn, and Deshanbriel aka Dede

Absolute lousy company!!. I was lied to about pricing was told for months it would be fixed. My service area at the time was being offered a 45$ a month package for switching from a competing fiber company. low and behold they have been charging me 105$ a month. Customer service is a joke they tell you the problem will be fixed next billing cycle and just to enable autopay. Since October 2025 i have called them every month to tell them my billing is incorrect and the wrong promotion was applied to my account. Should have stayed with GoNetSpeed they may have been a little more expensive but at least the customer service was good!

Offers inconsistent network service that drops network connections several times a month. Also the equipment return process is very suspicious with the 24 hour email that never came and then the 4 week waiting period to finally receive it from an unexpected sender via email when I was told to expect usps. And then the $200+ charges applied to my account for equipment before given the opportunity to return it because I had no address, instructions or label.

Online access to pdf billing statements has been broken for 2 billing cycles. Phone and chat reps advise it’s a known issue and no eta on fix. Won’t share a ticket number to prove they’re even looking into it or taking it seriously(they obviously aren’t if it’s broken for over 2 billing cycles)

No call no show for our install. 1st experience was terrible. NO local phone number. Just an 844 number. Called CS to ask where the tech was, as it was 2 hours past the window they gave. My call was pushed to AI for 5 mins, then an agent in the Philippines. Stay very far away...

Was charged for months after I canceled my service because they say there is no record of the call. Customer service says they will credit acct but then denies the claim. It also takes over an hour to be connected to a customer service rep.

Customer service is awful. Internet out, I call and asked about was told I owed 20 00, ok so I pay it.
After hours of waiting and nothing call back, will be 24 hours for system to catch up, it will automatically come on here i am at 22 hours, long chats, long rants with them and still no internet. Time to get your stuff together Fidium!! And time for me to do research on new peovider

If I give it a 0, I would!!! I have made 5 appointments!! For people to come out and not once has someone shown up!!!

I was never told there is a 6 month limit on seasonal suspension. I live in Maine-Im not going to the lake in the middle of Winter. Therefore i am paying the full price for several months. Looking for a different option

Constant interruptions. Terrible customer service. Continually sending texts about my bill and disconnecting my service when the bill has been paid already, every single week. Then there’s the atune app which is absolutely as trashy as the service.

There absolutely horrible there customer service and billing clarity are very unclear they will double charge you so watch your bills. They say one thing and do another definitely do your deep research before you accepting this company as your provider as you'll be paying a lot more than what you sign up for and the customer service they provide on top of that is truly horrible good luck!!

This company is garbage.......wi-fi goes off intermittently, takes forever to reconnect. What's the reason why there are these issues. CONSTANTLY. Can't blame weather. FIX your issues already

I called spoke with Customer Service on Dec 28,2025 to disconnect my Internet for Jan 1,2026 because I was moving out of state. They were supposed to send me a return shipping label to my email never received it. I called again today, January 6, 2026. She told me that I will receive the shipping label in the mail within 30 days. But I did read that if they don’t receive their routers back that they will charge you For the router and the lady today told me they will not charge me.. I don’t know what to believe.. This is so unacceptable.. then I talked to a so-called supervisor named Tommy and ask him. Why am I paying for the whole month when I just canceled my Internet and you won’t pro rate my bill..
he said that’s because you canceled it. What is wrong with this company? Customer service is horrible. “Just beware”. I would look into using a different Internet Company!!

This is the worst. They lied two times to my mom at different times, different people about putting the account on seasonal hold. They told her it would be fine to put it on hold in Oct and take it off in Apr. Now they are saying only 6 months in a year.They have charged her for 2 months now I told them to cancel the account and they never did.

I signed up expecting reliable fiber internet, but the experience has been far from smooth. The service sounded great on paper, with high speeds and no contracts, but the reality didn't match what was advertised. The installation process itself was slower than expected, and communication during that time was minima. I had to follow up more than once just to get basic updates.

After the service was finally active, the connection was inconsistent. Speeds would drop without any clear reason, and there were periods where the internet completely cut out. For something marketed as fiber, this was very disappointing, especially when working from home or trying to stream. Troubleshooting on my own didn't help much, and rebooting equipment became a regular routine. Customer support was another weak point. Getting in touch with someone took time, and when I did, the responses felt scripted and not very helpful. I often had to explain the same issue multiple times, and solutions were vague or temporary at best. There was no real sense of urgency, even when the problem clearly affected daily use.
What frustrated me most was the lack of follow up. Issues were acknowledged, but rarely resolved properly. For an internet service provider, reliability and support are basic expectations, and in this case, both were lacking. The experience felt more stressful than it should have been for a service that's supposed to make things easier.

Maybe some customers have better results depending on their area, but based on my experience, I wouldn't recommend this service. There are other providers that may not promise as much, but at least deliver more consistent performance and support.

Stuck in a loop with the automated service which never could get past the confirmation of the code I called three times My internet is down there's no way for me to check it online to see when it can be restored and there's no one to speak to if I could give zero stars or -5 I would and I will be back to review again tomorrow if this is not resolved within the next half an hour it's ridiculous

The worst customer service in history. I tried to use the chat feature for technical support and it just didn't look right - it seemed the responses are AI generated. They weren't listening nor understanding of my rampant outage issues. Just today my internet dropped off three times in twenty minutes. Resetting my equipment never fixes the problem. When it goes down, the signal just eventually comes back. I've had technicians out here on three different occasions and the last visit they told me all is good and I shouldn't have anymore problems. What a lie, it's almost a scam the way they handle customer issues. They just don't listen, ever. In 2025 for the whole year my internet dropped hundreds of times. The worst it got was when it dropped 25 times in a 12 hour period. It was one of the rare days I actually was not working and just wanted to relax and watch movies. But no, my internet kept dropping the entire day. When I complained about it, they sent technicians out and after they did their check they told me it was all fixed and I shouldn't have any more issues. What a lie. Horrible customer service, bad connectivity, overall a bad company. Unfortunately it's all I can afford because I'm a disabled vet on a fixed income. It's like they don't care about their customers. When I was in the military, I did a lot of fiber-optic network installations. Went to school for it and did it for years. More or less I don't believe Fidium even cares. They just want your money and when you have a problem you get connected to a call center that is staffed by unknowledgeable people.

Basically the same experience as every ISP.

Fidium came out within hours to install fiber. When the internet stopped working hours later? I was told it would take 5 days to come fix it. But rest assured, I still got a bill several days after install. My internet still doesn't work and it's been over a week now from the initial install.