Frequently Asked Questions (FAQs) | Fidium Fiber (2024)

Unlike old-school copper wire or cable internet networks, fiber-optic internet gives you a super-fast connection using light signals that don’t degrade over distances the way they do using other technologies. This helps you get the speed and reliability you need whether you live in town or in a rural area.

If you answer ‘yes’ to any of these questions, your life would be easier and more enjoyable with Gig internet.

• Do you often have multiple devices connected to your network at the same time?
• Do you or your family members sometimes work or take classes at home online?
• Do you make video calls on your smartphone or computer, either for work or fun?
• Are you the in-home tech support resource for your family when the internet goes out? Do you wish you weren’t?
• Do you have a gamer in your house? What about a budding social media influencer?
• Do you have a smart home? Smart lights? Smart fridge? Video doorbell? Home security cameras?
• Are you a small business owner with 30 or fewer employees?
• Are you looking for business-grade internet for your small business, without the need for IT personnel?

Faster speeds, increased reliability, and unlimited virtual bandwidth are all reasons to get gigabit fiber internet. This digital signal is the most advanced technology to deliver the highest internet download and upload speeds to your location.

Gigabit is just a fancy name for really, really fast. Fidium Fiber internet offers upload and download speeds of up to 2 gigabits per second (2000 megabits per second). That means no more buffering in the middle of the best scene in the movie, no more glitchy gaming, no more frozen screens during video chats, and no more snail-speed software updates for your phones and computers.

1 Gigabit = 1000 megabits per second, or 1000 Mbps. When we say Fidium Fiber offers 2-Gig internet speeds, that’s 2000 Mbps. And with Fidium, you get what you pay for. That includes Gig speed uploads AND downloads. These speeds allow you to watch movies, battle your favorite villains, see what friends and family are up to on social media, and upload videos of your cat all day long. Even with multiple people online and lots of connected devices, your experience has never been better!

If you run a small business, Fidium’s Gigabit speeds are perfect for running all your online POS systems, handling all your connected office devices, accommodating your guest WiFi needs, and so much more.

Because we run a fiber optic cable directly to your building, the quality or speed of your service doesn’t depend on your location. That dedicated connection means you don’t have to worry about neighbors using up your bandwidth – no sharing!

Another big advantage is that you’ll get the same speed for uploading (think video meetings) AND downloading. Upload speeds of 1 Gig or better are not possible today without a fiber internet connection.

Fiber internet is also highly reliable because it is virtually immune to many environment factors.

And then there’s SECURITY. Fiber does not radiate signals the way copper does, so it’s virtually impossible to hack or tap. And if some would-be fiber stealer did try to tap it, we’d see it right away and send someone out to investigate.

Yes. Fidium Fiber internet offers 99.99% uptime that is nearly constant. Fiber is made of glass, which is considerably more reliable than other data conduit, which means that fiber is at far less risk of disconnects and downtime. Fiber connections are virtually immune to many environmental factors including temperature fluctuations, electromagnetic interference, radio-frequency interference (EMI/RFI), crosstalk, impedance problems, and more. Fiber is so reliable that it is used to transmit data and communications across the ocean!

We can’t make any promises, butaccording to the Fiber Broadband Association, fiber-optic internet access can boost your home’s value by approximately 3%.

Yes. The security of your online connection is always something to keep top of mind. Fiber optic internet technology is safer than other internet technologies because it doesn’t radiate any signals and is difficult to tap into without detection by network operators.

With Fidium WiFi you also get Guard™, an always-on digital and data security feature for every device on your network. This system filters out suspicious activity and automatically quarantines devices that behave strangely.

With business WiFi you get Shield™ and Flow™
Shield is an enterprise-grade security that protects small businesses from cyber threats, with always-on network monitoring and three separate zones managing access to critical devices at the back office, employee, and guest level. Plus, Flow™, is motion awareness that can alert you to movement at the location. Flow allows you to detect movement near each connected device or room on your network. Use it for premise security or to gather motion analytics about how your space is used to optimize your business.

It means that uploads happen just as fast as downloads. If you select an internet plan with Fidium, you can count on getting the speed you select for both uploads and downloads. This is unusual compared to other providers that can’t come close to providing uploads as fast as downloads.

Latency, also called ping, measures how much time it takes for your computer, the internet, and everything in between, to respond to an action. For example, how long does it take a command like “Jump” in a video game to go from your fingertip to the cloud and back to your screen to make your character actually jump.

Gamers care a lot about latency. But it can also cause buffering when streaming online videos, or making online presentations, even impact the time it takes to open webpages.

In a nutshell, fiber offers low latency. And that’s a good thing.

No. With Fidium’s Gigabit WiFi speeds, you will have plenty of bandwidth for everyone in your household to do what they need to do simultaneously.

A modem and a router may be two separate devices that are connected by wires. A modem is a small box that connects to the Internet using cables. It acts as a digital translator, taking an information signal (internet data) and making it accessible to your computer.

A router works with your modem to allow multiple devices like phones, tablets and computers to use a single network through a wired or wireless connection. The router’s main function is to create and send out the internet WiFi signal.

Sometimes, a single device called a gateway can function as both a modem and a router. (You might also hear the term modem router – it’s the same thing.) It’s a one-stop shop for Internet connectivity. That’s what Fidium provides with our WiFi 6 gateway.

A wireless extender is like pushing someone on a swing who’s already moving. Your push makes them go a little faster. A wireless extender gives the WiFi signal a little push to help it reach all your connected devices.

Mesh WiFi systems like Fidium's offers better coverage without degrading speed. Our unique mesh WiFi 6 system optimizes your WiFi based on your usage to deliver optimum speed and coverage. Our meshWiFi system consists of your main WiFi gateway and satellite modules, or extenders, placed strategically for complete coverage when needed. They are all part of your single wireless network and share the same SSID and password, unlike traditional WiFi extenders.

A WiFi extender does just what it says – it extends the reach of your WiFi signal throughout your building or location so all your devices (and the people using them) get the fastest connection possible.

That all depends on the size of your residence orbuilding. One to two WiFi extenders will provide great coverage for most. If your residence or building is over 2,500 sq. ft. you may need additional extenders. Each additional extender will cover another 1,200-1,500 square feet. WiFi extenders, if needed, are $10/mo (waived with 2 Gig plan).

Yes. Fidium’s WiFi extenders create a secure network with the latest encryption. As long as all the security features are enabled on the extenders, all online traffic is protected from real-time threats, crypto-mining, ransomware, malware and more.

The good news is that many times we don’t have to come out at all. We will work behind the scenes or speak with you on the phone to solve problems together remotely – any time, day or night.

There are step by step troubleshooting fixes you can try on your own that may get you back up and running quickly.

If we do need to send a Fidium Network Expert to check things out, just call 1.844.4.FIDIUM (1.844.434.3486) and we’ll put both of our schedules together to find the soonest possible time – usually within 24 hours.

Occasionally, the WiFi extenders our Network Expert helped you place when we set up your service may need to be moved to another location to extend your network to a commonly-used area. All you need to do is use the mobile app, just like we did during your installation, to make sure they’re still in the best place. If the app says they’re in the right spots but you still have speed issues, you may need an extra extender or two. No problem. Call us at 1.844.4.FIDIUM (1.844.434.3486) and we’ll send them out to you ASAP.

Read more on troubleshooting connection issues with your WiFi extenders, WiFi gateway or other devices.

There’s an app for that – your Fidium Attune™ WiFi app for your home or your Fidium Attune@Work™ app for your small business.In fact, not only can you run the most accurate speed tests with the app, you can also monitor your speeds over time and review the overall health of all your connections.

Keep in mind that this may not be indicative of the actual speed Fidium is delivering to your home or small business. There are lots of factors, including the use of WiFi, the capability of the device, interference, and other things that could impact your speed test results.

Get more information on your connection and running a speed test.

Depending on which plan you have, your speeds will show up as either megabits per second (Mbps) or gigabits per second (Gbps). A bit is a very small piece of data. A megabit is 1 million bits, and a gigabit is 1 billion bits. 1 Gbps = 1000 Mbps

You’ll see two numbers. One is for download (data coming to you) speed and the other is for upload (data coming from you) speed. Higher numbers mean faster speeds.

Read further on things you can do to help achieve the most accurate speed tests possible on your home network.

VoIP stands for voice-over internet protocol. VoIP phones make calls over the internet instead of traditional landline or mobile network.

Crystal clear! And it’ll be consistently crystal clear for all your calls.

Absolutely! Fidium Fiber internet gives you enough bandwidth to support making phone calls and using your WiFi network at the same time.

No. To make VoIP calls, you need power and an internet connection. Customers who rely on home phone service for medical or safety reasons should have a backup power source in case of emergency. Our Fidium team can give you info on battery backup power on request. However, batteries will not power cordless phones, devices used to assist with disabilities, or other medical devices.

No. Our VoIP platform doesn't support fax, alarm lines or medical devices.

Yes. VoIP phone systems are already used by many major businesses and homes because of their clear sound quality and affordability. Our VoIP system also allows call forwarding, caller ID, call waiting, voice to email messages, call rejection and a do not disturb setting.

Yes. As long as you have power to the phone and the line you can call 911 and other emergency services.

None. Unless you want battery backup in case there’s a power outage, you don’t need any special equipment. Learn more information on battery backup.

No. All types of standard, touch-tone phones can be used. You can use a corded or cordless phone. To use features such as Caller ID, you’ll need Caller ID display equipment or a phone equipped with Caller ID functionality.

No. But your system may not use phone lines, anyway. A lot of security systems use cellular networks. Please verify with your current Alarm System Provider on how your system is set-up, prior to your Fidium installation.

Yes! Your Fidium phone service comes with Voicemail Service, but if you’d rather use an answering machine, you’ll need to visit the Phone & Voicemail Manager on the Fidium Insider Portal to change your Call Forwarding and turn Voicemail off.

Yes! You can set-up Caller ID by using Star Codes or through the Phone & Voicemail Manager on the Fidium Insider Portal. You can also set up Call Blocking. Of course, your phone will need to have a screen that shows the Caller ID info.

We’ll install your VoIP phone service after we set up your new Fidium Fiber internet network. Your entire appointment could take between one to three hours – give or take.

The taxes that apply to your Fidiumphone service are the standard State and Federal Taxes that you normally pay where you live.

Features, voicemail and price. You get unlimited local and long Distance calling, 20+ features and voicemail at a very reasonable price. Plus, there are no additional charges added onto your service (other than state and federal taxes). And it’s all backed by the friendliest customer service team in the business.

Yes! Just call 1.844.4.FIDIUM (1.844.434.3486) to select a published or non-published directory listing.

Maybe. Fidium does not provide the old-fashioned landline phone service. If it’s something you need for medical reasons, we can connect you with the team at Consolidated Communications to explain your options for pairing plain old telephone service with a fiber internet connection.

Yes! You can sign up for our Fidium phone service and maintain your current phone number. It’s best to call us to place your order so our team can walk you through the process. It may take a few days to get the transfer confirmed, but we’ll handle all the details.

To prevent fraud, we automatically disable international calls unless you tell us to enable them. You can enable international calling when you place your order or call us to make the change at any time after service is installed. There’s no charge to enable international calls, but you will be charged the per minute rate based on the country you are calling when you make calls.

You’ll need to call 1.844.4.FIDIUM (1.844.434.3486) to turn on international calling. To help prevent fraud, Fidium automatically blocks international calls unless you make a specific request to allow them.

Streaming TV is simply watching live TV, movies, news, sports, and other video content over the internet. Streaming services let you watch what you want when you want instead of when a broadcaster schedules it. These services usually require monthly subscriptions. With a Fidium Fiber internet plan, you can watch all your favorite content without an expensive cable TV package that is loaded with things you don’t want or need.

The short answer? All of them. We do have partnerships with DIRECTV, YouTube TV, fuboTV and Philo that can be easily added to your internet service. Just follow the prompts after you place your internet order online to check out the streaming TV services from these providers. You aren’t limited to those video options and you don’t have to purchase them through us.

You can use Fidium Fiber internet to stream through a variety of media players and mobile devices. If your television has an HDMI port, most streaming devices will function on their own. DIRECTV subscribers can choose to either pay for DIRECTV ’s streaming device or use a streaming media device they already own.

There are a variety of streaming services available to fit your needs. Whether you want live TV, movies, pay-per-view, sports, news, or entertainment, you can find a provider(s) to make everyone in your family happy. Check out our TV partners, DIRECTV, YouTube TV, fuboTV and Philo, to learn more about their offers.

Any of the speeds we offer, from 50 Mbps to 2 Gig will allow you to stream perfectly! BUT, if you expect to do a lot of streaming on multiple devices at once AND support a lot of other connected devices, you should definitely check out our gigabit plan.

Many streaming providers allow you to access their content through mobile apps. Your success streaming outside of your home will depend on your phone’s data plan or the WiFi in use at the time.

If you don’t have a smart TV, you can watch streaming channels on your phone, tablet, or computer. You can also add a streaming device like a Roku® Streaming Stick™ or Amazon Fire TV Stick to your TV through an HDMI cable.

Our Fidium community continues to grow across the country. We're currently offering services in California, Illinois, Maine, Minnesota, New Hampshire, Pennsylvania, Texas, and Vermont. Check out our list of locationsor check availability to find out when we are bringing Fidium high-speed internet service to your address.

If you can get Fidium service, you can get any speed we offer. That’s why fiber is so cool. It doesn’t matter how far you are from some box of copper wires. Check service availability for Fidium Fiber internet at your location.

If you know we’re coming to your area, you can pre-order through your local town’s page on our website. A pre-order is simply a way to express interest in being among the first to get Fidium Fiber at your location. There’s no obligation and no up-front payment required.

Here’s how the timing works:

-Pre-order beginning a few months before we’re ready to start installing service.

-If you pre-order, you’ll get a reminder message a few weeks before you can place your actual order.

-You’ll get the green light via email when we’re ready to take your order and schedule installation.

You may also get a visit from one of our Fidium Consultants, who can walk you through the process of pre-ordering or ordering when service is ready.

Fiber internet is the fastest available internet technology! Our Fidium team provides the customer service you expect, and the speed you want and need to tackle school, work and entertainment for you and your family.

Demands for bandwidth will continue to increase with more and more connected devices and the increased frequency of remote work, school, and home health care. With Fidium Fiber, you and your community will be future-ready.

Yes. Fidium is for small businesses located in one our Fidium service areas and have 30 or fewer employees. Fidium@Work offers a fiber internet connection with a single dynamic or static IP address and up to two VoIP phone lines. You will have unlimited local and LD calling and choice of a published or non-published directory listing in the white pages. If your business needs are more robust than this, check out Consolidated Communications, which can offer both fiber broadband and fiber-based Ethernet services to enable advanced business applications.

Yes.If you have a simple home office, we can support you with Fidium Fiber internet and VoIP phone service.

Also, if you have a single business location, we can support you with Fidium fiber internet (Fidium@Work), two VoIP lines, a dynamic or static IP address and white page listing.But if you have multiple business locations, or need team collaboration and productivity tools, website design services or connectivity to an additional outside location, let us refer you to Consolidated Communications. Those folks do an incredible job with fiber internet solutions for business.

Yes. It’s not a scam, it’s really us. We’re just getting the word out, introducing ourselves and answering questions. No pressure. No worries.

Anyone from Fidium who knocks on your door will always introduce themselves by their first and last name and show you a Fidium ID.

The best thing to do is view our fiber expansion page and see if your town is on the list to pre-order service.We'll keep youinformed as we make plans to expand our network. You can also contact us at 1.844.4.FIDIUM to get more details on our plans to reach your area.

Our user-friendly Attune™ WiFi app, powered by Plume HomePass®, gives you total control over your home WiFi experience. Use it to:

• run a speed test
• know who’s online
• identify and troubleshoot a home network issue
• monitor network security and activity at home
• set controls around when to make access available
• find the best place to put your extenders

The app is constantly monitoring your network to make sure it’s running at peak performance every day.

Using the app, you can do the following from anywhere you have internet access:

• Change and share your WiFi name and passwords
• View the number of connected devices or people and their data usage
• Run a speed test
• View connection status of your WiFi extenders
• Add more WiFi extenders to your network (only if provided by Fidium)

Oh yes, there’s more!

• Quickly view all connected devices via network map
• Identify and resolve any signal interference issues
• Create a more secure online experience for everyone on your network
• Easily set up parental controls and usage limits
• Conveniently control guest WiFi access

Let's get you familiar with using the Fidium Attune™ WiFi app.

Your Fidium Home Network Expert will help you download and sign in to the app during your installation. Don’t download the app until you have created and authenticated your Fidium Insider portal account. Create your Fidium Insider Portal account before we arrive for your installation, if possible.

During installation, you’ll need your smart phone to be connected to an existing WiFi connection or to a cellular network so you can go to the Apple App Store or the Google Play Store and search for 'Fidium Attune WiFi' to download the free app.

Yes. You’ll also need to create and authenticate your Fidium Insider Portal account.

You’ll receive instructions for creating your portal account with your order confirmation email. The username and password you create for your portal account will also be your username and password for your Attune™ WiFi app. Because no one needs to remember yet another username and password, right?

Yes, Fidium’s Attune™ WiFi app works on both iOS and Android mobile operating systems.

Let's get you familiar with using the Fidium Attune™ WiFi app with these helpful articles:

• Navigating the Attune app - Explore the app settings and features with easy access to your network, connected devices and more.
• Customize network access - When you want a user or device to join your network, you can designate the level of access they have.
• - Run a direct internet connection speed test or device speed test over WiFi.
• Creating profiles - Easily manage everyone in your household and the devices connected to your network through profiles.
• Setting up your security - Filter suspicious activity, quarantine devices that are behaving strangely, and enjoy built-in ad blocking.
• Parental controls - Manage content access for each profile at the device level and set screen time limits and filter bad websites.
• Block or approve websites - Get step-by-step instructions on blocking or approving a website or IP address.

You can use your own WiFi equipment with Fidium’s internet service. However, please note that troubleshooting assistance for customer-provided equipment is limited. For the best WiFi experience, we recommend using Fidium’s gateway and WiFi extenders, which offer essential features foroptimal performance.

Check the port capacity of your ethernet gateway or router. For internet speeds up to 1 Gig, most routers should suffice. However, if you’ve opted for Fidium’s 2 Gig service, ensure your gateway has at least one 2.5G port to support the higher speeds effectively.

Yes, please let us know during sign-up or installation if you intend to use your own equipment.

Absolutely! Just give us a call or inform your technician during installation.

Ensure your primary wired router is available during your Fidium installation appointment so we can ensure your device’s compatibility with our network. Mobile phones and wireless devices cannot be used. Without your device, the technician will not be able to complete the necessary configurations for network authentication, preventing you from connecting to the network.

During installation, our technician will run the ethernet cable from the Optical Network Terminal (ONT) to the location where you would like to place your router. However, beyond ensuring connectivity up to and including the ONT, the technician will not handle your device or provide support for its setup or configuration.

Customers must handle support and troubleshooting for their equipment and internal LAN/WAN connections. Fidium will provide support to troubleshoot and address any problems up to the ONT only. If the issue is determined to be related to the customer’s equipment, and a technician is dispatched for resolution, the customer will be charged for the service visit.

Fidium covers the Fidium Fiber network and Fidium equipment. However, a charge for technician dispatch may apply if the issue is isolated to non-Fidium network or equipment.

Yes, you can upgrade to Fidium WiFi equipment by contacting our Customer Service team. An installation fee may apply for adding Fidium WiFi equipment after your initial service activation.

There are no additional costs for using your own equipment. However, please note that installation, maintenance and support for customer-provided equipment is limited compared to Fidium-provided devices.

First, ensure that the power and connection cables to your router and Optical Network Terminal (ONT) are securely plugged in. Restart both devices by unplugging them, waiting for a minute, and then plugging them back in. Check if your service has resumed. If not, try connecting a device directly to the router with an Ethernet cable to see if you have internet access. If you do, the issue may be with your WiFi network settings. If you are using your own equipment and need assistance resolving a connectivity issue inside your home, a technician dispatch fee applies.

Begin by restarting your router and modem. Check for any devices on your network that may be consuming excessive bandwidth, such as streaming services or downloads. Position your router in a central location and away from obstructions for better coverage. If possible, try connecting your device directly to the router with an Ethernet cable to see if speeds improve. You can also try changing the WiFi channel on your router settings to avoid interference from nearby networks. If you are using your own equipment and need assistance resolving a connectivity issue inside your home, a technician dispatch fee applies.

Make sure that your WiFi network is visible on your device and that the correct password is entered. Restart your router and device to refresh the connection. If the issue persists, try forgetting the network on your device and reconnecting to it. Additionally, check if there are any firmware updates available for your router and install them if necessary. If you are using your own equipment and need assistance resolving a connectivity issue inside your home, a technician dispatch fee applies.

Ensure that your router firmware is up to date by visiting the manufacturer's website and downloading any available updates. Check for any physical obstructions or interference sources near your router that may disrupt the signal. Consider adjusting the wireless channel on your router settings to minimize interference from neighboring networks. If possible, try relocating your router to a more centralized location in your home for better coverage. If you are using your own equipment and need assistance resolving a connectivity issue inside your home, a technician dispatch fee applies.

Yes.