Terms | Fidium Fiber

Terms & Conditions

Last Updated: 5/26/2026

TERMS OF SERVICE

 THIS SERVICE AGREEMENT CONTAINS IMPORTANT INFORMATION REGARDING YOUR USE OF SERVICES PROVIDED BY FIDIUM (“WE”, “US” OR “FIDIUM”). THIS DOCUMENT IS A LEGALLY BINDING AGREEMENT THAT DESCRIBES THE TERMS AND CONDITIONS PURSUANT TO WHICH FIDIUM WILL PROVIDE ITS CUSTOMERS (“YOU” OR “CUSTOMER”) WITH THE SERVICE AND ANY RELATED SOFTWARE AND EQUIPMENT. PLEASE READ THEM CAREFULLY.
This Agreement is entered into between you and Fidium and applies to all services provided to you directly by Fidium or indirectly through resale or agent arrangements that Fidium has made with third parties. The “Service” is defined collectively hereunder to include, but is not limited to high-speed Internet, Voice over IP (VoIP) telephone service, and other products and services provided to you under the Service plan applicable to your Service. The Service also includes (i) any software provided to you for use in connection with the Service which is owned by Fidium or its third party licensors, providers and suppliers (“Software”); (ii) any equipment provided to you by Fidium or its third party providers or suppliers, including without limitation wireless gateways, wireless extenders and other equipment (“Equipment”); (iii) any content provided by Fidium or its third party licensors or suppliers that is accessible on the Service, including without limitation images, photographs, animations, video, audio, music, and text in any format (“Content”); and (iv) any subscription services, technical support services, and other ancillary services provided to you by Fidium or its providers or suppliers. The Service does not include video services.

This Service Agreement, Fidium’s Acceptable Use Policy (“AUP”) and Privacy Policy, and other policies applicable to the Service are posted online at www.FidiumFiber.com (“Website”). Your acceptance of the Service indicates your agreement to comply with these Terms of Service, the specific terms of your Service plan, the AUP and Privacy Policy, and all other policies that relate to your use of the Service. You agree with and are deemed to have accepted this Agreement upon the earlier of: (a) submission of your order; (b) your accepting the Terms of Service electronically; (c) your use of the Service; or (d) retention of any Equipment Fidium provides beyond thirty (30) days following delivery.

1. MODIFICATIONS TO THIS AGREEMENT.
From time to time, Fidium will make modifications to this Agreement and the policies relating to the Service. You will be provided notice of material modifications by: a) posting modifications to the Website; and/or b) sending an email to your primary email address on file and/or c) a message on Fidium’s bill to you. Any change will be effective when Fidium posts the changes on the Fidium Website, except where applicable law requires a notice period, in which case the change will become effective at the end of the required notice period. By entering into this Agreement, you agree to visit Fidium’s website periodically to review any such modifications. If you do not agree to the changes, you have the right to cancel Services. By continuing to use the Service after modifications are effective, you accept and agree to abide by all modifications that have been made. The updated, online version of the Agreement shall supersede any prior version of the Agreement that may have been included in any software or related materials provided by Fidium.

2. AUTHORIZED USER, ACCOUNT USE, AND RESPONSIBILITIES.
2.1. Acknowledgement of Authority.You acknowledge that you are eighteen (18) years of age or older and that you have the legal authority to enter into this Agreement. If you are not the owner of the house, apartment or other premises upon which the Fidium Equipment is to be installed, you warrant that you have obtained the consent of the owner of the premises for Fidium personnel and/or its agents to enter the premises for the purposes described in this Agreement. You agree to indemnify and hold Fidium harmless from and against any claims of the owner of the premises arising out of the performance of the Agreement (including costs and reasonable attorneys’ fees).
2.2. Installation of Service and Equipment. You authorize Fidium to make any preparations to the premises necessary for the installation, maintenance or removal of equipment. You authorize Fidium to place equipment and cables on the premises to facilitate the provision of Services to you and other locations in the area. Fidium shall not be liable for any effects of normal Service installation and workmanship, such as holes in walls, which may remain after installation or removal of the Fidium Equipment, except for damage caused by gross negligence or willful misconduct on the part of Fidium. You agree to provide Fidium access to the premises during regular business hours upon reasonable notice to install, connect, inspect, maintain, repair, replace, alter, disconnect or remove the Fidium Equipment or to install Software, to conduct service theft audits or to check for signal leakage. You agree that Fidium may have reasonable access to easements and Fidium Equipment located on the premises.
2.3. Responsibility for Use. You are responsible for all use of your Service and account, whether by you or someone using your account with or without your permission, including all secondary or sub-accounts associated with your primary account, and to pay for all activity associated with your account. You agree to comply with all applicable laws, regulations and rules regarding your use of the Service and to only use the Service within the United States (unless otherwise permitted by this Agreement). You agree promptly to notify Consolidated whenever your personal or billing information changes.
2.4. Restrictions on Use. The Service is a consumer grade service and is not designed for or intended to be used for any commercial purpose. You may not resell the Service, use it for high volume purposes, or engage in similar activities that constitute such use (commercial or non-commercial).
2.5. Permission to Obtain Credit Information.You give us permission to obtain your credit information from consumer credit reporting agencies, and for us to furnish your bill payment information to consumer credit reporting agencies.

3. CHANGES TO SERVICE.
3.1. Changes to Service or Features. We reserve the right to change any of the features, Content or applications of the Service at any time with or without notice to you. This includes the portal services and the home network management mobile application we may make available as part of the Service or for an additional charge.
3.2. Force Majeure. If the performance of any obligation of Fidium or its suppliers or providers hereunder is interfered with by reason of any circumstance beyond our reasonable control, including but not limited to acts of God, labor strikes and other labor disturbances, cable cuts, power surges or interruptions or failures of electrical service, changes in laws or regulations or other actions of governmental authorities, or the act or omission of any third party, we shall be excused from such performance to the extent of such interference, provided that Fidium shall use reasonable commercial efforts under the circumstances to avoid or remove such causes of nonperformance.

4. PAYMENT; CHARGES.
4.1. Billing Period. Billing for Service will automatically begin on the date provisioning of your Service is complete (“Service Ready Date”). Depending on your Service Ready Date, your first bill may include a partial month’s charges, in addition to charges for your first full month of service. Non-recurring charges such as set up, activation and installation fees and Equipment charges will be included in your first bill, if applicable. Monthly Service recurring charges will be billed one full month in advance and any usage charges will be billed in arrears. We will determine the format of the bill and the billing period, and we may edit both the format and billing period from time to time.
4.2. Money Back Guarantee. The 30-day money back guarantee (“MBG”) for your Service begins on your Service Ready Date. During this MBG period you may cancel your Service and receive a full refund of all monthly, one-time and Equipment charges paid to us (provided you return all Equipment as required in good working condition and without damage). If you fail to return the Equipment as required or if it is damaged, an Equipment fee will apply. Fees apply for any unreturned or damaged Equipment that we provide to you. The MBG does not apply to existing Fidium customers who change or renew their existing Service. The MBG is limited to one per Customer or per Service address.
4.3. Late Payment Fees. You must pay all bills on or before the due date and in U.S. money. We do not waive our right to collect the full amount due if you pay late or you pay part of the bill, even if you write the words “Paid in full” (or similar words) on any correspondence to us. If any portion of your bill is not paid by the next due date, we may charge you a late fee on unpaid balances and may also terminate or suspend your Service without notice. Late payment charges will not exceed the maximum amount allowed under applicable law. No late fee will be assessed upon properly disputed charges (see Section 4.5). You may set up an affordable weekly or monthly payment arrangement by calling 1.844.PAY.FIDIUM (1.844.729.3434). We reserve the right to charge a convenience fee on payments made by phone.
4.4. Discontinuation of Service for Nonpayment. We may discontinue Service without notice if you fail to make payment when due, or if your payment method (i.e., personal check, credit or debit card) is refused for any reason. If your payment is returned for non-sufficient funds, Fidium will resubmit it electronically. A charge may apply for each payment returned. If we use a collection agency or legal action to recover monies due, you agree to reimburse us for all expenses we incur to recover such monies, including attorneys’ fees.
4.5. Resolution of Billing Disputes. Within 30 days of the bill date of a disputed bill, we must receive from you an itemized statement in writing, which identifies the disputed charges and reasonably explains the basis of the dispute. Failure to comply with this requirement shall mean the bill is deemed to be correct and all amounts are due and payable to us. We shall review your statement and shall contact you by phone or issue a written initial determination within 30 days after receipt of your statement to set forth our proposed resolution of the dispute. If you are not satisfied with our proposed resolution, you must advise us in writing within 15 days after your receipt of our initial determination of the specific reasons for the dissatisfaction, and provide any additional information, which you deem pertinent or relevant to the dispute. Within 15 days after we receive additional information, we shall make a final determination and resolution based upon all documentation or information available to us. If you continue to withhold any disputed amount determined to be owed to us, your account shall be deemed to be past due, and subject to termination.
4.6. Monthly and Nonrecurring Charges, Fees and Surcharges. You agree to pay the monthly and nonrecurring charges applicable to your Service, including (1) equipment lease charges and installation fees; (2) trip charge fees for deregulated services related to dispatch of service technicians for customer education, modem reboots, issues with customer provided equipment, connection of customer provided equipment, and in the event a service technician is dispatched but not provided property access; and (3) all applicable federal, state and local taxes, fees and surcharges, until Service is canceled by you or terminated by the Company. The taxes, fees and other charges may vary on a monthly basis. Fidium will not provide advance notice of changes to taxes and surcharges except as required by applicable law. Fidium reserves the right to implement monthly administration fees and surcharges to recover the cost of business operation and expenses incurred due to state and federal mandates. These are not taxes and are not required by law, but are set by us and may change. If this occurs, each required fee will be posted fifteen (15) days in advance on our website.
4.7. Base Rates. We may change the prices and charges for the Services from time to time. We may decrease prices without providing advance notice. Increases to the prices or charges for the Services are effective no sooner than fifteen (15) days after we post them on our website.

5. TERMINATION OR SUSPENSION OF SERVICE.
5.1. Month-to-Month Accounts. Fidium Service is provided on a month-to-month basis. Either you or Fidium may terminate this Agreement at any time by giving notice to the other as set forth in this Agreement.
5.2. Termination by Customer. You are responsible for all monthly charges, taxes, fees and surcharges billed through the last day of your billing cycle. Activation or set-up fees paid at the initiation of your Service, if any, are not refundable, except during the 30-day MBG period. If you wish to cancel your Service, you may do so by calling Fidium at 1.844.4.FIDIUM (1.844.434.3486).
5.3. Termination and/or Suspension by Fidium. Fidium reserves the right to change, limit, terminate, modify or temporarily or permanently cease providing the Service or any part of it with or without prior notice in accordance with this Agreement, or if you violate any terms of this Agreement. If Fidium terminates your Service, you must immediately stop using the Service and you will be responsible for the applicable fees and/or Equipment charges billed through your Service Termination Date. If your Service is reconnected, a reconnection fee may apply.
5.4. Return of Leased Equipment. If your Service is terminated for any reason and you received leased Equipment, you must return the Equipment to Fidium within ten (10) business days following termination or you will be charged for the Equipment, unless your Service plan provides for a different period of return.

6. WARRANTIES AND LIMITATION OF LIABILITY.
6.1. YOU ACKNOWLEDGE AND AGREE THAT THE SERVICE SUPPLIED HEREUNDER IS PROVIDED ON AN “AS IS” OR “AS AVAILABLE” BASIS, WITH ALL FAULTS. EXCEPT AS OTHERWISE SPECIFICALLY SET FORTH IN THIS AGREEMENT AND AS OTHERWISE SPECIFICALLY SET FORTH IN ANY MANUFACTURER WARRANTY FOR ANY EQUIPMENT PROVIDED BY FIDIUM (BUT ONLY IF SUCH WARRANTY IS INCLUDED WITH SUCH EQUIPMENT). FIDIUM (AND THEIR OFFICERS, EMPLOYEES, PARENT, SUBSIDIARIES, AND AFFILIATES) AND THEIR THIRD-PARTY LICENSORS, PROVIDERS AND SUPPLIERS, DISCLAIM ANY AND ALL WARRANTIES AND CONDITIONS FOR THE SERVICE, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, NONINFRINGEMENT, NON-INTERFERENCE, TITLE, COMPATIBILITY OF COMPUTER SYSTEMS, COMPATIBILITY OF SOFTWARE PROGRAMS, INTEGRATION, AND THOSE ARISING FROM COURSE OF DEALING, COURSE OF TRADE, OR ARISING UNDER STATUTE. ALSO, THERE IS NO WARRANTY OF WORKMANLIKE EFFORT OR LACK OF NEGLIGENCE. NO ADVICE OR INFORMATION GIVEN BY CONSOLIDATED OR THEIR REPRESENTATIVES SHALL CREATE A WARRANTY WITH RESPECT TO ADVICE PROVIDED.
6.2. FIDIUM DOES NOT WARRANT OR GUARANTEE THAT SERVICE CAN BE PROVISIONED TO YOUR LOCATION, OR THAT PROVISIONING WILL OCCUR ACCORDING TO A SPECIFIED SCHEDULE, EVEN IF WE HAVE ACCEPTED YOUR ORDER FOR SERVICE. THE PROVISIONING OF SERVICE IS SUBJECT TO NETWORK AVAILABILITY, CIRCUIT AVAILABILITY, THE CONDITION OF YOUR EQUIPMENT AND WIRING INSIDE YOUR LOCATION, AND YOUR COMPUTER/DEVICE CONFIGURATION AND CAPABILITIES, AMONG OTHER FACTORS. IN THE EVENT YOUR LINE IS NOT PROVISIONED FOR ANY REASON, NEITHER YOU NOR FIDIUM SHALL HAVE ANY DUTIES OR OBLIGATIONS UNDER THIS AGREEMENT (OTHER THAN YOUR OBLIGATION TO RETURN ANY FIDIUM-PROVIDED EQUIPMENT).
6.3. FIDIUM DOES NOT WARRANT THAT THE SERVICE OR EQUIPMENT PROVIDED BY FIDIUM WILL PERFORM AT A PARTICULAR SPEED, BANDWIDTH OR DATA THROUGHPUT RATE, OR WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES, WORMS, DISABLING CODE OR CONDITIONS, OR THE LIKE. FIDIUM SHALL NOT BE LIABLE FOR LOSS OF YOUR DATA, OR IF CHANGES IN OPERATION, PROCEDURES, OR SERVICES REQUIRE MODIFICATION OR ALTERATION OF YOUR EQUIPMENT, RENDER THE SAME OBSOLETE OR OTHERWISE AFFECT ITS PERFORMANCE.
6.4. IN NO EVENT SHALL FIDIUM OR CONSOLIDATED’S THIRD-PARTY LICENSORS, PROVIDERS OR SUPPLIERS BE LIABLE FOR: (A) ANY DIRECT, INDIRECT, PUNITIVE, SPECIAL, CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING WITHOUT LIMITATION, LOST PROFITS OR LOSS OF REVENUE, LOSS OF PROGRAMS OR INFORMATION OR DAMAGE TO DATA ARISING OUT OF THE USE, PARTIAL USE OR INABILITY TO USE THE SERVICE, OR RELIANCE ON OR PERFORMANCE OF THE SERVICE, REGARDLESS OF THE TYPE OF CLAIM OR THE NATURE OF THE CAUSE OF ACTION, INCLUDING WITHOUT LIMITATION, THOSE ARISING UNDER CONTRACT, TORT, NEGLIGENCE OR STRICT LIABILITY, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH CLAIM OR DAMAGES, OR (B) ANY CLAIMS AGAINST YOU BY ANY OTHER PARTY.
6.5. THE LIABILITY OF FIDIUM, OR (SUBJECT TO ANY DIFFERENT LIMITATIONS OF LIABILITY IN THIRD-PARTY END USER LICENSE OR OTHER AGREEMENTS) THIRD-PARTY LICENSORS, PROVIDERS OR SUPPLIERS, FOR ALL CATEGORIES OF DAMAGES SHALL NOT EXCEED A PRO RATA CREDIT FOR THE MONTHLY FEES (EXCLUDING ALL NONRECURRING CHARGES, REGULATORY FEES, SURCHARGES, FEES AND TAXES) YOU HAVE PAID TO FIDIUM FOR THE SERVICE DURING THE SIX (6) MONTH PERIOD PRIOR TO WHEN SUCH CLAIM AROSE, WHICH SHALL BE YOUR SOLE AND EXCLUSIVE REMEDY REGARDLESS OF THE TYPE OF CLAIM OR NATURE OF THE CAUSE OF ACTION. THE FOREGOING LIMITATIONS SHALL APPLY TO THE FULL EXTENT PERMITTED BY LAW, AND ARE NOT INTENDED TO ASSERT ANY LIMITATIONS OR DEFENSES WHICH ARE PROHIBITED BY LAW.
6.6. ALL LIMITATIONS AND DISCLAIMERS STATED IN THIS SECTION 6 ALSO APPLY TO FIDIUM’S THIRD-PARTY LICENSORS, PROVIDERS AND SUPPLIERS, AS THIRD-PARTY BENEFICIARIES OF THIS AGREEMENT.
6.7. THE REMEDIES EXPRESSLY SET FORTH IN THIS AGREEMENT ARE YOUR SOLE AND EXCLUSIVE REMEDIES. YOU MAY HAVE ADDITIONAL RIGHTS UNDER CERTAIN LAWS (SUCH AS CONSUMER LAWS), WHICH DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY, OUR EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO YOU.

7. INDEMNIFICATION.
7.1. You agree to defend, indemnify and hold Fidium harmless from and against all liabilities, costs and expenses, including reasonable attorneys’ and experts’ fees, related to or arising from your use of the Service (or the use of your Service by anyone else), (a) in violation of applicable laws, regulations or this Agreement; (b) to access the Internet or to transmit or post any message, information, software, images or other materials via the Internet; (c) in any manner that harms any person or results in the personal injury or death of any person or in damage to or loss of any tangible or intangible (including data) property; or (d) claims for infringement of any intellectual property rights arising from or in connection with use of the Service.

8. GENERAL PROVISIONS.
8.1. All obligations of the parties under this Agreement, which, by their nature, would continue beyond the termination of this Agreement, including without limitation, those relating to Limitation of Liability and Indemnification, shall survive such termination.
8.2. Fidium will not be liable for delays, damages or failures in performance due to causes beyond its reasonable control, including, but not limited to, acts of a governmental body, acts of God, acts of third parties, fires, floods, strikes, work slow-downs or other labor-related activity, or an inability to obtain necessary equipment or services.
8.3. You may not assign or otherwise transfer this Agreement, or your rights or obligations under it, in whole or in part, to any other person. Any attempt to do so shall be void. We may freely assign all or any part of this Agreement with or without notice and you agree to make all subsequent payments as directed.
8.4.This Agreement shall be interpreted, construed and enforced in accordance with the laws of the state of Delaware, without reference to its choice of law rules. The United Nations Convention on Contracts for the International Sale of Goods shall not apply to this Agreement. Each party hereby irrevocably consents to non-exclusive personal jurisdiction and venue in the state and federal courts located in the state in which the Service is provided to you with respect to any claim arising out of or related to this Agreement.
8.5. In any action or proceeding arising in connection with this Agreement, to the fullest extent allowed by law, the parties agree to knowingly, voluntarily, and intentionally waive their right to a jury trial and any right to pursue any claim related to this Agreement on a class or consolidated basis or in a representative capacity, to the extent permitted by law.
8.6. Except as otherwise required by law, any cause of action or claim you may have with respect to the Service must be commenced within one (1) year after the claim or cause of action arises or such claim or cause of action is barred.
8.7. Use, duplication or disclosure by any Government entity is subject to restrictions set forth, as applicable, in subparagraphs (a) through (d) of the Commercial Computer-Restricted Rights clause at FAR 52.227-19, FAR 12.212, DFARS 227.7202, or in subparagraph (c)(1)(ii) of the Rights in Technical Data and Computer Software clause of DFARS 252.227-7013, and in similar clauses in the NASA FAR Supplement. Contractor/manufacturer is Fidium or its licensors and suppliers. The use of Software and documentation is further restricted in accordance with the terms of this Agreement.
8.8. Fidium’s failure at any time to insist upon strict compliance with any of the provisions of this Agreement shall not be construed to be a waiver of such terms in the future. If any provision of this Agreement is determined to be invalid, illegal or unenforceable, the remaining provisions of this Agreement shall remain in full force and effect and the unenforceable portion shall be construed as nearly as possible to reflect the original intentions of the parties.
8.9. This Agreement, including all policies referred to herein and posted on the Website, constitutes the entire agreement between you and Fidium with respect to the subject matter hereto and supersedes any and all prior or contemporaneous agreements whether written or oral. No changes by you to this Agreement shall be effective unless agreed to in a writing signed by an authorized representative of Fidium. References to “Fidium,” “we” and “us” and to “you” and “Customer” include both parties’ respective subsidiaries, affiliates, agents, employees, predecessors-in-interest, successors, and assigns, as well as all authorized or unauthorized users or beneficiaries of the Service under this Agreement or prior agreements between us or our predecessors-in-interest.

9. NOTICES. Notices by you to Fidium required under this Agreement must be provided at the following address and shall be deemed given upon receipt by Fidium:
Fidium  Attn: Customer Service  2116 S. 17th Street  Mattoon, Illinois 61938
With a copy to:
Fidium  Attn: Legal Department  350 S. Loop 336 W  Conroe, Texas 77304
If you send us an email, you agree that the User ID and/or alias contained in the email is legally sufficient to verify you as the sender and the authenticity of the communication. Email communications to Fidium, however, do not constitute “notice” as contemplated by this Section 9.
Notices by Fidium to you (including notice of modifications to this Agreement under Section 2) shall be deemed given when: (a) transmitted to your primary email address on file; (b) mailed via the US mail, overnight courier or hand-delivered to your address on file; or (c) when posted to the Website. 

INTERNET TERMS OF SERVICE

THESE TERMS OF SERVICE CONTAIN IMPORTANT INFORMATION REGARDING YOUR USE OF INTERNET SERVICE PROVIDED BY FIDIUM (“WE”, “US” OR “FIDIUM”). THIS DOCUMENT IS A LEGALLY BINDING AGREEMENT THAT DESCRIBES THE TERMS AND CONDITIONS PURSUANT TO WHICH FIDIUM WILL PROVIDE ITS CUSTOMERS (“YOU” OR “CUSTOMER”) WITH THE SERVICE AND ANY RELATED SOFTWARE AND EQUIPMENT.

PLEASE READ THEM CAREFULLY

1. AVAILABILITY OF AND CHANGES TO SERVICE & PROMOTIONS

1.1. Service and Bandwidth Availability and Speed. The Service you select may not be available in all areas or at the rates, speeds, or bandwidth generally marketed, and some locations may not qualify for the Service even if initial testing showed that your line was qualified. We will provision Service using the maximum bandwidth rate available to your location based on our standard qualification procedures, unless you have selected a level of service with a lower maximum rate. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media or video conference calls), among other factors. The speed of the Service will vary and the actual data transfer or “throughput” may be lower than your gateway sync-rate based on many factors including, but not limited to, network or Internet congestion, the distance and quality of the inside wire used to extend from the network internet device (NID) to the jack location where your gateway is based, the quality and distance of the Local Area Network (LAN) wired connection from the gateway to your device, your device’s processing power or other limitations or configurations, the building materials used in your location, the number of devices or data streams simultaneously using the connection, and spectral interference, if you are connecting to a gateway using a wireless network. Fidium and Fidium’s suppliers reserve the right, at any time, with or without prior notice to you, to restrict or suspend the Service to perform maintenance activities and to maintain session control.

1.2. Promotions & Price Lock. Fidium residential promotional rates reflect a discount on the monthly base rate for the service and base rates may be subject to change at any time. If base rates change during a new residential customer’s promotional discount period, the promotional discount amount will be adjusted to match the amount of any increase in base rates to preserve the Price Lock promotion for the duration of the promotional period. Fidium advertises its standard internet rates for Fidium@Work service and does not offer a promotional discount on that product. Base rates for Fidium@Work service are subject to change at any time.

2. EQUIPMENT

2.1. Use of Leased Equipment. Customers are encouraged to participate in the WiFi Gateway or leased Equipment program. With this program, Fidium provides the router with built-in WiFi wireless functionality and access to the Fidium Attune™ app. Wireless extenders, if needed, are available to lease for an additional monthly charge.

The leased equipment is the property of Fidium. Upon cancellation of Service and unless your Service plan provides for a different period of return, the customer must return the leased Fidium wireless gateway within 10 business days to avoid additional charges for the Equipment.

Customer shall be liable for the undepreciated list price for any unreturned Equipment. For Customers participating in a leased gateway/extender program, Fidium will repair or replace any damaged leased Equipment (e.g., wireless gateway, wireless extender) at no cost to you; however, Fidium does reserve the right to charge you for the undepreciated list price of the Equipment, not repair the Equipment, and/or terminate the Service for damaged Equipment that is caused, in Fidium’s sole discretion, by the intentional or repeated careless or negligent acts or omissions of you or a third party.

Any Equipment received may be new, repaired, or refurbished. You must subscribe to the Service to participate in the leased Equipment program. Shipping charges will be incurred by you for the mailing of damaged Equipment, Equipment needing repair, or when returning Equipment, unless Fidium provides you with a pre-paid shipping label. If installation of Equipment is completed by Fidium, an installation charge will also apply to you, unless otherwise agreed to by Fidium or waived as part of a promotion or plan.

For Customers that subscribe to the leased Equipment program, troubleshooting and related support is limited to diagnosing the cause or suspected cause of any wireless gateway or wireless extender performance issues and excludes any troubleshooting and support of your computer or other device and any wiring (whether directly or indirectly related to the gateway). Any available technical support beyond diagnosing the cause or suspected cause is a chargeable service. To properly troubleshoot a gateway or extender performance issue, Fidium may require that you replace the current wiring to ensure proper compliance with the gateway specifications or industry standard guidelines for optimum performance as part of the troubleshooting process and prior to any repair or replacement of a gateway and/or extender.

2.2. Use of Customer Provided Equipment. Fidium shall have no obligation to provide, maintain or service Customer Provided Equipment, including without limitation modems/routers/gateways, or wireless extenders. If you install or use Customer Equipment (“Nonstandard Equipment”) (i) you will not be entitled to any customer support relating to the Nonstandard Equipment; (ii) to the extent customer or technical support is offered to customers who choose to use their own equipment, such support will be subject to additional charges and provided without warranties of any kind; and (iii) the following limitation of liability shall apply: NEITHER FIDIUM NOR ANY OF ITS AFFILIATES OR AGENTS WARRANT THAT THE NONSTANDARD EQUIPMENT WILL ENABLE YOU TO SUCCESSFULLY INSTALL, ACCESS, OPERATE OR USE THE SERVICES. YOU ACKNOWLEDGE THAT ANY SUCH INSTALLATION, ACCESS, OPERATION OR USE COULD CAUSE DAMAGE TO THE NONSTANDARD EQUIPMENT. NEITHER FIDIUM NOR ANY OF ITS AFFILIATES OR AGENTS SHALL HAVE ANY LIABILITY WHATSOEVER FOR ANY SUCH FAILURE OR DAMAGE. THE FOREGOING IS IN ADDITION TO AND SHALL NOT LIMIT ANY OTHER LIMITATION OF LIABILITY SET FORTH IN THE AGREEMENT.

PHONE TERMS OF SERVICE

THESE TERMS OF SERVICE CONTAIN IMPORTANT INFORMATION REGARDING YOUR USE OF TELEPHONE SERVICE PROVIDED BY FIDIUM (“WE”, “US” OR “FIDIUM”). THIS DOCUMENT IS A LEGALLY BINDING AGREEMENT THAT DESCRIBES THE TERMS AND CONDITIONS PURSUANT TO WHICH FIDIUM WILL PROVIDE ITS CUSTOMERS (“YOU” OR “CUSTOMER”) WITH THE SERVICE AND ANY RELATED EQUIPMENT. PLEASE READ THESE TERMS CAREFULLY.

1. SERVICES PROVIDED; CHARGES

1.1. Fidium provides phone service through your internet service on a 7 days per week, 24 hours per day basis to all destinations in the United States (including Alaska and Hawaii), and upon your request and our approval, to those international destinations listed in the international rate sheets maintained at the Company’s office and on our website.

1.2. The rates and charges for Fidium’s residential interstate and international toll services and business international toll services can also be viewed by calling 1.844.4.FIDIUM (1.844.434.3486).

1.3. Monthly Service recurring charges will be billed one full month in advance. Usage charges, if applicable, accrue through a full billing period. To determine the charge for each call, we round up to the next full minute for any fraction of minutes used.

1.4. The Company may restrict international toll, utilizing 011+ dialing pattern, and off-shore domestic toll to non-U.S. countries, utilizing 1+ dialing pattern. Such restriction, if applied, may be removed by the Company if requested by you, the Customer. You are solely responsible for your network security management and you agree to safeguard against unauthorized access to the long-distance network, and to assume financial liability if such security fails. In the event such unauthorized access occurs and stimulates toll usage billing, you are responsible to reimburse the Company for all toll traffic switch expenses incurred due to the unauthorized access.

1.5. Your Fidium Telephone Service does not allow you to make 500, 700, 900, 950, 976 or dial-around calls. Your Fidium Telephone Service does allow 00, 01, 0+ or calling card calls. Your Fidium Telephone Service does allow you to accept collect calls or third number billed calls.

2. LIMITATIONS OF SERVICE AVAILABILITY

2.1. Using VOIP Service for 911 and Other Calls During a Power Outage. Your Fidium Telephone Service uses Voice-over-Internet Protocol (“VOIP”) transmission service. The Fidium Equipment is electrically powered, and the Telephone Service may not operate in the event of an electrical power outage. You will not be able to dial 911 in an emergency unless you have a working backup power source.

2.2. Internet Service Availability. Fidium’s Telephone Service is provided over the broadband Internet network, and you must be a Fidium Internet Service subscriber to utilize Fidium’s Telephone Service. If there is an outage of this network, Fidium Telephone Service will not be able to make 911 calls. Any 911 calls made using Fidium Telephone Service may be subject to network congestion or reduced routing or processing speed. If you have Call Forwarding, Do Not Disturb, Simultaneous Ring or other features programmed and in use when you dial 911 and your call is interrupted, the emergency dispatcher may not be able to call you back at the phone from which you dialed the 911 call.

2.3. Suspension of Service. You agree that a service outage due to a suspension of your account as a result of billing or other issues will prevent ALL services from being provided to you, including any 911 emergency response services.

2.4. Batteries and Back-Up Solutions.

2.4.1. FIDIUM MAKES NO WARRANTIES REGARDING BATTERIES OR ANY OTHER BACK-UP SOLUTIONS YOU MAY USE IN CONNECTION WITH YOUR FIDIUM SERVICES. If your batteries or other battery back-up products are no longer functioning, Fidium is not responsible for any replacement or maintenance. You are responsible for all costs associated with the batteries or any other battery back-up products. Additionally, if you are unable to use your Fidium Telephone Service during a power outage due to the inoperability of your batteries or any other third-party products, Fidium will not provide any credits to your service charges during the service interruption.

2.4.2. Battery back-up products you may use may not be sufficient to maintain Fidium’s services, including its Telephone Service, throughout the duration of a commercial power outage. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, FIDIUM WILL NOT BE LIABLE FOR ANY PERSONAL INJURY OR PROPERTY DAMAGE OR OTHER DAMAGE OR INJURY CAUSED BY BATTERIES OR ANY OTHER BACK-UP PRODUCTS PROVIDED BY THIRD PARTIES, NOR WILL FIDIUM HAVE ANY LIABILITY FOR THE FAILURE OF THE THIRD-PARTY PRODUCTS TO POWER YOUR FIDIUM TELEPHONE SERVICE OR ANY OTHER FIDIUM SERVICE DURING A POWER OUTAGE.

3. EQUIPMENT

3.1. Installation. The Fidium Equipment for Telephone Service must be installed according to Fidium specifications and you may not alter the equipment or your inside wiring in any way.

3.2. Compatible Services and Equipment. You acknowledge that Fidium Telephone Service, which is VoIP service, may not be compatible with certain data transmission services, including but not limited to fax transmission. Other services or equipment that may not be compatible with Fidium Telephone Service include monitored security systems, fire alarms, medical monitoring systems and any such systems will not be available with your Fidium Telephone Service during any power outage. You may be required to maintain a separate telephone line or obtain separate equipment in order to access such services. You agree that Fidium will not be responsible for any losses or damages arising as a result of the unavailability of the Telephone Service or the inability to contact your home security system, fire alarm system or remote medical monitoring service provider. You acknowledge that Fidium does not guarantee that Telephone Service will operate with your home security, fire alarm and/or medical monitoring systems, and that you must contact your service provider in order to test your system’s operation with the Telephone Service.

3.3. Backup Power Units. PowerTec Solutions International (PSI), a provider of back-up power solutions, offers back-up power units (BPUs) and batteries that are compatible with Fidium’s Telephone Service. You are responsible for purchasing any desired back-up power solution directly from PSI. For more information on how the BPU works with your Fidium Telephone equipment or if you wish to purchase a BPU and/or batteries for use with your Fidium Telephone Service, visit PSI’s website at: https://www.powertecsolutions.net/solutions/li-36-battery-upgrade.

3.3.1. You acknowledge that, in the event of a power outage in your home, any battery you are using may enable backup service for a limited period or not at all, depending on the circumstances. The addition of a battery does not ensure that Telephone Service will be available in all circumstances, and performance of any battery is not guaranteed. You also acknowledge that, in the event of a loss of power that disrupts the local Fidium system, the battery will not provide back-up service and Telephone Service will not be available. You acknowledge and understand that the Fidium Equipment may not have battery backup of another power source of its own. If there is a power outage, you may be required to reset or reconfigure the equipment you are using prior to being able to use the Telephone Service again.

3.3.2. Your Fidium Telephone equipment should be placed in a location at your home that allows you to monitor the health of the BPU and batteries. Images to assist in identifying your equipment are listed on PSI’s website. The BPU unit contains a series of indicator lights that tell you whether your Fidium Telephone Service is being powered by commercial power or the BPU, and about the state of your battery. You are responsible for the monitoring, testing and management of the BPU and associated batteries. Therefore, it is very important that you familiarize yourself with the lights on the unit to ensure you have backup power if it is needed.

3.3.3. Although BPUs may allow you to continue to use your Fidium Telephone Service for a limited time during a power outage, the batteries will not power any other Fidium equipment at your home. Additionally, the batteries will not power cordless phones, devices used to assist with disabilities, or other medical devices, and these devices will not work in the event of a power outage. It is your responsibility to ensure that the proper battery backup solutions have been put in place for this equipment and these other devices to ensure their operation during a power outage.

3.3.4. Many factors impact the life and operation of batteries, including temperature, age, and whether the batteries have been misconfigured or damaged. The lifespan of batteries varies depending on how often they are used and the environment in which they are used. A battery’s charge will deplete during a power outage and will deplete faster when you use your Fidium Telephone Service during an outage. One method of extending the duration of backup power may include purchasing additional batteries and rotating them during a power outage. The typical time it takes to recharge the battery after use is about 12 hours. Under normal circumstances, when power is restored to your home, the BPU recharges the battery without any additional action required by you.

4. LOCAL NUMBER PORTABILITY

4.1. Under the Federal Communications Commission’s “local number portability” (LNP) rules, so long as you remain in the same geographic area, you can switch telephone service providers, including interconnected Voice over Internet Protocol (VoIP) providers, and keep your existing phone number.

4.2. If you are moving from one geographic area to another, however, you may not be able to take your number with you. Therefore, subscribers remaining in the same geographic area can switch from a wireless, wireline, or VoIP provider to any other wireless, wireline or VoIP provider and still keep their existing phone number(s).

4.3. If you are switching Telephone Service to Fidium from another provider, you may transfer your existing phone number to the Telephone Service provided that (i) you request the phone number transfer when you place your order for Telephone Service, (ii) your current service provider releases your existing phone number at our request without delay or charge, (iii) the transfer of your existing phone number to the Telephone Serviced would not, in Fidium’s view, violate applicable law or our processes and procedures. When applicable, you acknowledge and agree that if your equipment is set up before the date that the number transfer becomes effective (“Port Effective Date”), you may only be able to make limited outgoing calls. In that event, you should keep another phone connected to an existing phone extension at your service location to receive incoming calls until the Port Effective Date. You acknowledge and agree that to avoid an interruption in your Telephone Service, you must have the proper equipment installed before the Port Effective Date. Your existing phone service for the number you are transferring will be disconnected on the Port Effective Date; if your equipment is not yet activated, you will not have access to the Telephone Service.

4.4. To transfer your phone number from Fidium to another provider, you must place the transfer order through your new service provider and then terminate your Telephone Service with Fidium. Fidium will release your phone number to your new service provider, provided that (i) your new service provider requests the transfer upon termination of your account; (ii) your new service provider is willing to accept transfer of the phone number without delay or charge; and (iii) transfer of your existing phone number to the new service provider would not, in Fidium’s view, violate applicable law or our processes and procedures.

5. FRAUD PROTECTION

5.1. Fidium automatically blocks international long distance and other toll calls unless specifically requested by the customer.

5.2. When international calling is enabled, Fidium has in place an advanced toll fraud management system that enables us to a) Monitor all of our network usage; b) Identify suspicious network activity (based on abnormal call patterns, atypical call activity, hot lists, and subscriber information); c) Receive automatic alerts; d) Distinguish fraud from honest customer usage; e) Investigate and manage cases dynamically; f) Easily resolve cases intelligently with options ranging from automated disabling of the number to configuration changes; and g) Document fraud cases. We provide international toll fraud monitoring as a courtesy to our long-distance customers and to protect our network. We are not required to do so.

5.3. We may track suspected fraudulent usage and will block international calls (with or without customer permission) if we determine that fraud is definitely occurring. However, not all fraud is obvious, and some fraudulent calls may complete without being detected. It is the customer’s sole responsibility to identify and stop fraudulent calls given that only they can differentiate legitimate calls from fraudulent ones. You as an end user, control access to your system, not Fidium, therefore you are responsible for any charges incurred.

5.4.Filing a complaint with the FCC. Consumers who become victims of a scam can file a complaint with the FCC. There is no charge for filing a complaint. You can file your complaint using an online complaint form found at www.fcc.gov/complaints.

ADVERTISING CLAIMS

We’re not your typical internet provider, so these aren’t your typical advertising disclosures. Our goal is to make sure everyone – no matter how tech or legal savvy – can understand what’s behind our marketing claims. Here’s the story behind some of the key terms or phrases we use.

Advertised offer details

No contracts / no early termination fees
There is no contract to tie you down on any of our internet or our phone service plans. We don’t even offer anything else. And you don’t have to bundle other services to get our advertised offers.
· For Fidium, we offer a minimum of a 1-year internet price lock but we don’t require you to sign a contract. You have the flexibility to change your plan or cancel your service whenever you want with no penalty.
· For Fidium Fiber Pro, we offer a 3-year price lock and we don’t require you to sign a contract. You have the flexibility to change your plan or cancel your service whenever you want with no penalty.

30-day money-back guarantee
· 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. Oh, and don’t forget to send back your Fidium WiFi equipment to avoid being charged for keeping it.

No bundles required / No bundled pricing
· Our advertised pricing doesn’t change depending on what other services you might order. If you want a phone line, great. If you want to order streaming TV from one of our preferred partners, great. If not, that’s ok, too.

No hidden fees / Transparent pricing
· 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.
· What do Fidium’s advertised internet rates include?
· The standard rate for your internet plan
· Promotional discount on internet for new customers (discount amount and discount term varies by plan selected)
· WiFi gateway and access to the Fidium Attune WiFi™ or Attune@Work™ WiFi app to manage your network
· Automatic enrollment in paperless billing*
· AutoPay discount* *Our advertised 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 AutoPay discount and charge you a $5/mo paper bill fee (excludes customers in Maine).
· What do the advertised phone rates include?
· The standard rate for local and unlimited long distance calling in the U.S., Canada and the U.S. Virgin Islands, Guam and Puerto Rico.
· 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.
· VoIP-based phone service doesn’t work in the event of a power outage. 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.

Fidium price lock / Promotional rate eligibility
· The total price you are charged for internet service will not change during the new customer promotional period as a customer. 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. We plan to offer existing customers opportunities to upgrade service or gain access to the newest and coolest features whenever they become available. We may even surprise you with new promotions from time to time. We’ll contact you when we have a new offer or feature that can benefit you.

Fidium Fiber Pro 3-year price lock
· The total price you are charged for internet service will not change for 3 years. If we were to unexpectedly change our standard internet rates, your total price you’re paying for internet stays the same. We’ll contact you when we have a new offer or feature that can benefit you.

Fidium Fiber Lifetime Rate (if applicable)
· If your offer includes a Fiber Lifetime Rate, the monthly rate you pay for internet service will remain the same for as long as you maintain that same service at the same address. The Fiber Lifetime Rate takes effect once the 1 Year Fiber internet discount period ends and the Lifetime Price Discount begins in year 2. If Fidium’s fiber rate changes in the future, your monthly price will not increase, and your Lifetime Price discount will adjust as needed to maintain your Fiber Lifetime Rate total price. The Fiber Lifetime Rate is non-transferable and will no longer apply if you change service plans, move to a new address, or disconnect and later reinstate service. The Fiber Lifetime Rate does not apply to any other fees, taxes, or charges that may apply to your account, including equipment fees or installation charges. All otherwise applicable terms and conditions, including Fidium’s Internet Terms of Service, apply. Fiber Lifetime Rate is not available in all areas.

Streaming TV Bonus Card redemption process (if applicable)
· Redemption Process: After maintaining 60 days of active service following installation, and so long as the account remains in good standing, customers will receive an email from MyBundle ([email protected]) with instructions on how to redeem their one-time Streaming TV Bonus Card. Customers must complete the redemption within 45 days of receiving the email, or the offer will expire. Streaming TV Bonus Card Issuance: The Streaming TV Bonus Card will be provided as a one-time virtual card that can be used toward streaming services, including new or existing subscriptions. Usage Guidelines: The Streaming TV Bonus Card must be used within 6 months of issuance, or any remaining balance will be forfeited. Service Changes: If a customer cancels Fidium Fiber service, downgrades their plan, or their account is not in good standing before the bonus card is issued, they will forfeit eligibility for the offer. Additional Terms: This offer is non-transferable, has no cash value, and cannot be combined with other promotions unless explicitly stated. Fidium and MyBundle reserve the right to modify or terminate this promotion at any time. Misuse or abuse of the offer may result in immediate termination and forfeiture of any remaining value. By participating in this promotion, customers agree to these terms and conditions.

Professional installation / Free installation
· We require professional installation of all our services. We offer free professional installation on all fiber internet plans. This means that a Fidium Network Expert will come to your home to install service and ensure it is working properly.
· We’ll need to be inside your location for up to 3 hours on your installation day, depending on the number of connected devices in your home. Occasionally, it takes longer than expected, based on things like your location’s distance from the street and the number of connected devices you have. Please make sure someone 18 years of age or older is available for your appointment.
· Successful internet installation is not guaranteed and will depend on many factors, including home size and layout, WiFi gateway location, computer age and condition, and the presence of other possibly interfering electronics. Each computer must have a wireless adapter and meet minimum system requirements. File and print sharing, game console setup, and connection of other wireless devices are not included in professional installation. Wireless adapters, hard-wired networking, and additional WiFi extenders are available for a separate charge.

WiFi gateway / Leased equipment
· The Optical Network Terminal (ONT) is required to provide Fidium Fiber internet service to your home. This device connects the fiber that has been installed outside of your house to your router, whether you choose to supply your own router or lease the Fidium WiFi Gateway. The Fidium WiFi Gateway is the preferred option and provides access to the Fidium Attune WiFi™ or Attune@Work™ WiFi app to manage your network. Leased equipment will be replaced as needed. Your leased WiFi Gateway equipment remains the property of Fidium and must be returned in good working condition within 10 business days of service disconnection, or an equipment charge will apply. 

Taxes and surcharges
· Fidium collects taxes and fees required by local, state or federal governments. Those charges are based on the services you order and where you live and are not included in our advertised rates. They are also not controlled by Fidium and are subject to change, so unfortunately, we don’t know the total amount of these charges in advance. You will be able to see the exact list on your first bill – they normally add up to a couple bucks or less. Read more about applicable taxes and surcharge in your local area.
· In some communities, a Fiber Infrastructure Build Recovery Fee applies to internet service. 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.

Service availability
· Fidium specializes in connecting individuals and families.
· If you have a simple home office, 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 outside your home, let us refer you to Fidium Enterprise business.

Other customer terms and policies
· The latest Fidium policies, customer terms of service and privacy practices can always be found on our website.

 Other marketing claims

Dedicated connection / No sharing
· In a fiber network, there is a single fiber that leaves our central equipment. The signal running over that fiber is then used to connect multiple locations in your area. However, you have a dedicated connection from our network equipment in your area, straight to your home or building. On this dedicated connection, your bandwidth is always available to you. The speed you receive isn’t impacted by the usage of others in your area, so you can get the service you expect, even during peak hours of use.

WiFi connectivity
· We use the latest WiFi technology in our gateways and offer wireless extenders to boost coverage where needed. WiFi extenders are available for $7/month—but that fee is waived with our 5 Gig or faster plans. The WiFi Gateway is $10/month, and that cost is already included in the price of our 1 Gig or faster plans. For the 300 Mbps plan, the $10 gateway fee is added to the monthly rate.

No data cap
· Many providers are instituting data caps as a not-so-subtle way to charge you more…and we don’t do that. With Fidium, you have unlimited data. That means you can stream, share, work and play without limits and without additional fees based on your usage of our service.

True Gig / Symmetrical speeds
· It’s a fancy way of saying you have a connection with equal download and upload speeds. For example, with a 1 Gig Fidium Fiber internet connection you get 1 Gig of download AND 1 Gig of upload speeds. High upload speeds are great for people working from home, students, gamers, content creators and more.
· Although Gig speeds over WiFi are possible with Fidium Gig+ service, wireless speeds vary depending on device limitations, distance from the wireless access point, the number of connected devices, and network interference. Use our Fidium Attune WiFi™ or Attune@Work™ WiFi app to test the internet speeds 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 support section for your home network or business network.

100% pure fiber internet
· We own and manage the fiber network that serves Fidium customers. It’s the most reliable internet-delivery technology on the market, and we use only this fiber-based network to deliver your service.

Fiber technology comparison
· Upload speed comparison based on typical cable internet upload speeds of approximately 50 Mbps. Actual upload speeds vary by cable provider, network conditions, equipment, and location.

Happiest customers
· ‘Happiest customers’ based on third-party Net Promoter Score (NPS) research conducted in April 2025 among ISP customers in the Fidium footprint.