fidiumfiber.com Reviews 118

Once they get you in their grip, customer service fades away.
Their customer service is horrible; phone calls are always 30+ minutes on hold, no e-mail contact or direct Text to a human.
Considering going back to Spectrum shortly.

We switched to Fidium not realizing it was actually Consolidated. The service was fast enough, but VERY unreliable - like we didn’t have service for hours weekly. My husband and I both work from home. I called and called and would spend hours talking to tech support in the Philippines. They would not do the things they said they would do or they would make mistakes conveying information and the local tech support would never show up or not fix anything. They would just tell us the equipment was faulty, but it was silly to exchange it for more faulty equipment. We finally cancelled and Armstrong has been a dream - just as fast but also reliable. We got an equipment bill with no label to send back our equipment and no access to my account because it’s cancelled. Spent another hour talking to customer service in the Philippines who could (would?) not help me. Finally talked to a supervisor who took the charge of my bill for a few months to give us time to get the label and send it back. Glad the nightmare of Fidium is almost over!

This is a preliminary review as I have not been able to get it installed. I had an appointment and took vacation time to go meet them only to have them reschedule the job because they needed to find flaggers ( I live on a road where there may be 3 cars a day) sorry I am calling bullshit on this. They rescheduled and didn’t show up. Still no flaggers to direct the moose I guess. I had a technician go to my camp and was told it would be an easy job. But, then they didn’t show up for second time. Seems like Fidium needs to find better employees. They are new to the area in Northern Maine but I don’t see them being very successful in this area if they don’t get their installation services together👎👎👎👎

I only gave one star because you have to hit something to be able to write a review. This is the worst COMPANY I’ve ever dealt with. No accountability. Don’t show up when they say let’s start from the beginning. They came to put in fiber optics and could not run it underground because the previous technician who did something for a neighbor left the conduit cover off, filled with water and froze. It was supposed to come back in the spring and fix it never did so. I called to have it Fixed. They came out. They put it underground and left without my Internet working where I have the Internet I have a business that has to be on cameras to be compliant with my license not to mention all my equipment runs off the Internet inside, so I am unable to progress and make the changes necessary at this point in the process of my business. They said they’d escalate it and come out today the 19th when originally they said they’d come out the 25th which is two weeks after they did not install my Internet properly not on my only not compliant with my license. I can’t adjust my lights in my facility. They called today and said they were there and they fixed it so I immediately went over which I was already on the way because my appointment was 5 to 7. I get there. It does not work. I live in the mountain so have no cell service. Everything is done through the Internet so I had to drive 20 miles just to call them. They told me to go back to the house that they’ll be there by seven cause they said they would come even though they called and said they came and fixed it but they did not Stick to that story they said go back and wait. I told them I would sue them if they did not show up by seven this was my eighth day in a row calling to tell them they needed to fix the problem that they caused no one came. No one showed up obviously I don’t know if they called because there is no cell service in the mountains just service through the Internet, which they screwed up eight days prior so now I’m stuck with being noncompliant no answers every time I call it’s the same crap all the same information. Get nowhere ask for a supervisor nobody gets one. This company is horrible. Does not care about their customers did I failed to mention that I have three account accounts one for my RESTAURANT one for my home and one for my facility It’s not like I don’t pay them a lot of money. They are very incompetent. Don’t know what they’re doing. it’s as simple as sending a signal from the pole to the house to be sure that it’s there. They’re not even capable of that. This is the worst company unfortunately they’re the only company available there. I highly recommend somebody go somewhere else or go there and run the company properly. If anybody is out there, I had this experience. You really should keep calling and bothering them seeing I have over 10 hours invested in this problem that they caused and no one’s paying me and I’ve asked for free Internet and they haven’t given it to me. This is the third time I’ve had a problem since I’ve had Internet in the facility. The first time was a bad port, which is not their fault. Second time was the technician didn’t plug the line in all the way again out for weeks I have hundreds and hundreds of thousands of dollars invested in this project and they’re putting it at Jeopardy and don’t even care highly recommend finding somewhere else to get Internet if you live in the area or any area that fidium services

If it were possible to put minus #1 I would. I signed up for automatic payments. They did not take out the money. I called them, they said I have the automatic payment. My account on the website said I had auto payments. I called three times, waiting to get a person to talk to for an average of 45-60 minutes each time then I just canceled the service. Now they are charging me for the month after the cancellation.
So, I tried calling today to assure they don't "get it right" and withdraw three months of billing. The wait is 45 minutes (and their musical loop is terrible). Really? I switch back to Spectrum at least I can find someone to talk to locally.

Fidium - extreme poor service filled with lies. They add mysterious charges of $35 to your account, and when you log on, it only says "new charges" and is an amount that makes no sense and is on top of a second line you can see that makes sense with what you signed up for. Their BOT will absolutely refuse to tell you what it was for, and their staff will not take your call even after 1 hour trying after 8AM eastern. Its the same old predatory CONSOLIDATED. Fidium is allowed to engage with illegal business billing because oversite, the FCC will not act and the current FCC director supports crime by his department's inaction. They are filled with the types of people the public votes for through the Reps, Senators and Executive branch, and are currently an FCC that is terrified to enforce any laws of any kind.

Absolutely terrible experience with Fidium. The customer support is one of the worst I’ve ever dealt with. They keep transferring you from one person to another, each time with painfully long wait times. It feels like no one knows what they’re doing, and you’re stuck in an endless loop of incompetence.

What’s worse, after finally getting someone who claims the issue has been resolved, the technician who arrives on-site—and even their supervisor—completely disagrees with what customer service told me. There is no communication, consistency, or accountability.

After all the frustration, wasted time, and zero resolution, I ended up canceling my service. I highly recommend avoiding Fidium altogether

Here is my Business ADVICE to all companies: if you want to know how to lose a customer (learn from Fidium).

First- I will say their customer service ladies I’ve spoken with have all been so NICE!! I do not fault the lovely people they have working there!! But their system- to get paper billing is a NIGHTMARE!! From the time we moved in (March) till today (July), I have received 1 paper statement and 1 shut off notification! I have been on the phone with them every month at least once and for the last 3 month have been over paid up on my account to make sure in the mean time between not receiving statements and getting random text messages saying I owe $$ on some date- which when I have called for the last 2 months are not true amounts because of the credit still due from past overpayments! Still, call at least once a month BEGGING to receive a paper statement b/c I cannot manage this at all!!
Still, has not been resolved- I have sent company a message at our last correspondence and now (at this moment) on hold still trying to resolve!! They are still looking into and said to follow up!

VT - Our organization contracted Fidium at the end of May to have internet set up by 7/1. They did not get it done, claiming they had to "trim a branch." So our organization had to pay an additional month's rent at our old location, change movers dates, change multiple other companies (water people, copier people, cleaners, etc.). This will have cost thousands of dollars.
Multiple employees had to pivot to work from home, and several of us are at the end of our fiscal year, trying to do huge reports and contracts. The timing could not have been worse. Fidium again promised we would be up and running by 7/14. Which was yesterday. As of today, we still have no internet and no promise of when we may.

I'd like to follow up on my earlier review of Fidium fiber internet service. When I finally spoke with their customer service representative, she consulted with her supervisor and they made right the billing such that the date that the bill is due, and amended the amount to reflect the service, are clearer and fairer. So far this updating of fidium's billing is working. And I'm updating my negative review to a more positive account. I do appreciate that they were willing to make it right.

The price went up $11/month unexpectedly, and when I tried to contact them about it, I found it impossible to contact them in any way, by phone, email or chat. It's as if they seriously don't want to talk to their customers at all.

Have not even had for a week and half of that time has been constant disconnections or no internet at all. Terrible Internet service and no customer support.

Today was the second day I sat home waiting for the installation technician and she/he was a no show. No call from the company to let me know. I called to inquire and was told there were no resources available. Same excuse as last time. The person on the phone said they don't know until the time if they have someone. How do they schedule an installation without knowing if they have the staff available.

I just made a payment of $110.66 and they turned my internet off 7 days later. I called them and was given a 10 minutes of wait time, no one answered. I called again, and was given a 20 minute wait time. I called for troubleshooting, and the guy said that my account had been canceled. I'm disputing the charges and leaving this shitty company.

I'd say the only "positive" thing about Fidium Fiber is they offered me a free trial and I can (hopefully) cancel without getting charged a cent. I previously had GoNetSpeed which was the 1st fiber optic ISP in our area at that time; a major upgrade from any cable service. GoNetSpeed started me out at the same rate I was previously paying for Spectrum cable, making it a no-brainer to switch. Since then, I've had no issues with GoNetSpeed. Then, recently, out-of-nowhere, I notice extremely persistent sales people going door-to-door, urging everyone to switch to Fidium, alleging it's so much better, faster and less expensive than GoNetSpeed. Yet no one from Fidium has any information for which to substantiate all the things they claim and assume. However I figured I'd have nothing to lose accepting their offer to try them free for 30 days. Sure, they're better than cable service. But the adamant and persistent claims that they top GoNetSpeed with fiber optic ISP speed, service or price is completely false. I'm getting the same rates with GoNetSpeed. Plus I've found that G.N.S is far superior with customer service, tech support, communication and reliability with sane professional honest people whom I've dealt with who represent the company. I cannot say the same for Fidium. If you have a choice, I'd highly recommend you choose GoNetSpeed over Fidium.

I called to try to pay my bill. I went paperless so I had nothing in writing which to refer. After numerous calls and waiting more than an hour to finally speak with a pleasant but very slow woman with a heavy accent, who had to put me on hold a few times, and explained the reason of my call...simply to get my account # to pay my bill. PARTIAL SUCCESS!!! I got my account # but had to be transferred to another department to make a payment after being on hold for over 20 minutes, I was spoke to the customer service rep who apologized and informed me I was transferred to the wrong extention and sent to another extention for 67 minute wait only to find out that everything was CLOSED!!!.

Recently came into our town and won't stop harassing people, Sales person named Kurt drives around with an out of state plate looking like a creep, we told this man no twice and he has texted us several times after at odd hours of the day/night, company ai relentless and rude not to mention sales rep swore at us and gave us the finger when we told them we didn't want it

4 months we have been asking Fidium to cancel our service. We have met the two years mark and $95.00 A MONTH for internet was a rip off compared to other companies. I called I emailed I wrote. They still are demanding money even after claiming they were sending a box for the router return. If you try to cancel you will spend hours on hold only to get kicked off and have to start over. I give up. This company was a joke from the start including 2 weeks for the tech's coming to our home every day, blaming the issues on wet wires and ..I give up..Fidium If you are reading this STOP BILLING US AND LET US GO!!

Fidium's internet connection and service has been A-OK since I signed on with them in August 2023. Great installation and ISP tech support. But Fidium's webmail utility and tech support are totally inept and stupid. Multiple calls, hours on hold, several tickets and work orders elevated to their email techs resulted in a continuing unresolved issue to my ISP email tied to my Fidium account.

Had it for 2 months didn't really use it just wanted to check ont their connection reliability and it went down more than once and this is with 0 usage when it went down still had Comcast as a backup