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Fidium Fiber complaints

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2116 S. 17th Street
Mattoon, IL 61938 | Get Directions

(844) 438-3434

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Total Amount in Dispute:
$50.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Fidium Fiber closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Fidium Fiber

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12/16/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $50.00 Amount Settled: $0.00

Customer Complaint

10/20/2025

When we started with Fidium over Spectrum we were promised better speed and reliability. However, we soon learned that using Spectrum mobile can cause issues with Fidium internet, as we encountered speed and service glitches. When we wanted to switch back to Spectrum, we learned that Fidium service techs cut and removed the Spectrum lines we needed to reinstall. When I tried to call Fidium to cancel service, they said that because I disconnected myself at home, we would still be paying for the rest of the monthly billing cycle. It was their policy not to credit back unused service. So I am still paying for unused internet time. Between the misinformation, loss of cables, and poor policy, we will not go back to Fidium and will not recommend it to friends. Resolution Sought Repay one month if service for unused service, misinformation, and time spend dealing with this issue.

Company Response

12/4/2025

We have made several attempts to contact the customer and they have not returned out calls. Prior to this, the customer called into our centers on October 17th and requested to disconnect service for Monday the 20th. The customer was only billed for service through October 20th.

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