Terms & Conditions

Last Updated: 3/25/2024

All plans and pricing are for new residential customers and all promotional offers are for a limited time.

Fidium Fiber provides fiber internet and VoIP phone service in the areas we serve. Depending on the type of service you order, see below for additional terms and conditions applicable to those types of services.

There is no contract or early termination fee to tie you down on any of our internet or our home phone plans.

Please note that all service bills in advance. Depending on your service start date, your first bill may include a partial month’s charges, in addition to charges for your first full month of service.

All Fidium internet and phone plans come with a 30-Day Money-Back Guarantee. You may cancel your service within the first 30 days and receive credit for all charges that have been billed, including applicable fees and surcharges. You can cancel for any reason and without penalty, but we won’t be able to provide any refunds for services provided after your first 30 days in service.

Wireless speeds in your home may vary depending on device limitations, distance from the wireless access point, the number of connected devices, and network interference. Customers using Fidium equipment may use our Fidium Attune™ WiFi app to test the internet speeds coming directly into the home or to see the capabilities of each individual device over WiFi. For tips on how to ensure you are getting your best internet connection, see our home network support articles. Speed and uninterrupted service not guaranteed.

We do not cap internet usage but do have limitations on how the internet is used. For more details, view our complete internet terms of service, copyright infringement policy and privacy policy.

Fiber internet service pricing:

Our advertised internet rates assume you will participate in our paperless billing and AutoPay programs. You are not required to participate in these programs, but we highly encourage it! You may cancel your participation in these programs at any time, but we’ll have to remove your discount(s) when you do.

Price Lock means that the total price you are charged for internet service will not change for the price lock term advertised. If we were to unexpectedly change our standard internet rates during that time, your promotional discount would also change to ensure that the total price you’re paying for internet stays the same. When your promotion expires, you will begin to pay the standard rate for the service purchased.

The NH CARES Act Credit may be applicable in Danbury, Errol, Mason and Springfield, New Hampshire. The credit is an outcome of a grant received through the Coronavirus Aid, Relief, and Economic Security Act, which allows Fidium to provide the customer premise equipment (WiFi gateway) at no charge.

Fidium WiFi equipment:

At Fidium, we offer a comprehensive solution to meet your WiFi needs. Our Fidium WiFi gateway ($10/mo charge, currently waived for 1 Gig and 2 Gig plans) serves as the cornerstone of our service, providing robust connectivity and supporting our Attune™ WiFi app and proactive network monitoring. This gateway connects to the Optical Network Terminal (ONT), which is essential for delivering Fidium Fiber internet service to your home. We offer free professional installation on all our fiber internet plans to ensure proper setup and functionality.

Successful internet installation depends on various factors, including home size and layout, WiFi gateway location, and computer specifications. While our professional installation includes ensuring basic functionality, additional services like file and print sharing setup or connecting other wireless devices are not included.

For those seeking expanded coverage, WiFi extenders are available as an optional addition to your Fidium service. While Fidium 2 Gig customers currently enjoy waived fees for extenders, other Fidium internet plan subscribers can easily add extenders for $10 per month.

During professional installation, our Fidium Network Expert will assess your home’s requirements and determine if WiFi extenders are needed. It’s essential to note that using extenders unnecessarily can degrade your WiFi experience, so our recommendation is to trust our expert assessment for optimal performance. Additionally, if you choose to add extenders during checkout but they’re deemed unnecessary during installation, we’ll remove the additional charge from your bill (if applicable).

Fidium will provide maintenance or replacement for company-provided equipment, if needed. All leased WiFi equipment remains the property of Fidium and must be returned in good working condition within 10 business days of service disconnection to avoid equipment charges.

Using your own equipment:

If you prefer to use your own WiFi equipment instead of our provided gateway and extenders, that’s absolutely fine. However, there are a few things to keep in mind. Firstly, you’ll need to have a primary wired router available during installation to ensure compatibility with our network. We will need to test the outside connection to the Optical Node Terminal (ONT) we install outside your home and validate active internet connectivity at install.

Please be aware that if you choose to use your own equipment, we won’t be able to provide setup, configuration, or troubleshooting assistance. It’ll be your responsibility to handle any issues that arise with your equipment or internal LAN/WAN connections. If a service issue arises and it’s determined to be related to non-Fidium equipment or network, there may be a charge for a service dispatch. Additionally, our exclusive Fidium Attune™ WiFi app and its features are only available to customers using our WiFi gateway.

If you decide later that you’d like to upgrade to Fidium WiFi equipment, simply give our Customer Service team a call. We’re here to help you make the most of your WiFi experience.

VoIP Phone Service:

Fidium’s advertised phone plans are Voice over IP (VoIP) technology and require Fidium internet service. Advertised phone pricing shown is for the duration of the customer’s service, however, rates are subject to change at any time.

Plans includes unlimited local and nationwide calling to anywhere in the U.S and international calling to Canada, the U.S. Virgin Islands, Guam, Puerto Rico and the Mariana Islands. We do NOT estimate any international calling charges you may incur for your usage, but we automatically block international calling to protect your wallet unless you tell us otherwise.

Some services, such as home security monitoring, medical devices and fax, may not work or work unreliably with this type of VoIP technology.

Additional specialized equipment (Analog Terminal Adapter) may be required for VoIP technology phone service, which will be provided and installed by the technician. The technician will test the phone line to ensure there is a working connection.

Fiber internet service also requires the installation of an Optical Network Terminal (ONT) into an exterior or interior enclosure. In case the ONT is accidentally unplugged — or in the event of a commercial power failure — a backup battery will provide the ONT with power for up to eight hours.

WARNING for VoIP Phone Service:

VoIP-based phone service doesn’t work in the event of a power outage. E911 service may be limited or unavailable. By ordering this service, you confirm acknowledgement of the following limitations:

* 911 emergency calling service accessed from this equipment may be limited or unavailable in certain circumstances including, but not limited to:
* During an electrical power or an internet service outage;
* In the event of battery backup failures;
* If you are using a non-native telephone number; or
* If related equipment has been relocated from its initial service installation address without updating its registered 911 location.

We do NOT cover the cost of battery backup. Read our customer notice on using your VoIP phone service for 911 and other calls during a power outage for more info.

If you subscribe to Fidium VoIP Phone service, only outbound calls are supported when battery backup is being used. The battery will drain faster when the phone is in use. The backup battery will not operate the internet service or the router.

Taxes, Fees and Surcharges:

Our advertised prices include all the bells and whistles we advertise as being part of the service, with no additional costs necessary to enjoy the features we advertise. The only exception is international long-distance calling charges, taxes and other governmental imposed surcharges that vary by your location and the type of service you purchase. See the list of taxes and fees that may apply to you. These charges are not controlled by Fidium and are subject to change, so unfortunately, we don’t know the total amount of these charges in advance.

In some communities, a Fiber Infrastructure Build Recovery Fee charge applies to internet service as a result of the public-private partnership agreement. This is a specially assessed subscriber fee payable by all customers in town utilizing the fiber optic network for broadband data services. The fee is a flat rate, monthly recurring charge that will be re-evaluated on a yearly basis that may require the rate to change. This fee will be removed for any active customers once the recoupment is completed. We make sure to include this cost in advertised pricing when it can be targeted to potential customers in the applicable community. For example, if you find your town’s page on our website, you’ll be able to see the cost of our service with the Broadband Infrastructure charge included, if applicable. And any time you order our service online, this cost is shown up-front in your shopping cart.

Additional Terms:

Any promotional rate and/or other special service offer benefits will cease if customer does not timely pay all amounts due; prices will then revert to standard undiscounted levels. Other packages and service options are available upon request.

If you have a simple home or business office or storefront, we can support you with Fidium Fiber internet and VoIP phone service. But if you have multiple business locations, need team collaboration and productivity tools, website design services, or connectivity to an additional location, let us refer you to Consolidated Communications.

Other terms and restrictions may apply. See Fidium’s terms and policies at FidiumFiber.com.