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Your first day as a Fidium customer

Welcome to the Fidium Family!

You will receive an order confirmation email within minutes of placing your order. You can check that email for personalized information or keep reading here for the basics.

Make sure to add Fidium to your safe senders list. Emails will come from

Finding your account number

Your account number is always included on your monthly invoice.

You can view a recent billing statement at

It will also be in your order confirmation email.

Finding your customer PIN

Your PIN is a four-digit number used to identify and authenticate your account. It’s a number you created when you signed up for service. You can find your PIN printed on your first bill.

If you would like to change your PIN, please log in to the Fidium Insider Portal to update the PIN.

Reminder: always have your account number and PIN available when you reschedule an installation or reach out to Fidium customer support.

During the installation

When a Fidium Network Expert arrives, they will set up and test your wireless network. The Network Expert will also help you design the WiFi network name, permissions and passwords.

To help ensure a successful (and hassle-free!) installation, make sure the account holder or someone older than 18 is available to let the Network Expert access your place. If the person who created the account can’t be present, the person who is there should be empowered to make in-the-moment decisions about the installation.

Allow 1.5 to 3 hours for the installation. It may take longer, depending on factors such as the number of devices that need to be connected and the distance between your home or business and the street.

If you prefer to use your own WiFi equipment instead of our provided gateway and extenders, 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.

For more information about preparation, see our article about getting ready for an installation.

Setting up AutoPay

Paying bills online with Fidium is easy with AutoPay! When you sign up for AutoPay, your bank or financial institution will transfer the amount due directly from your checking, savings or debit/credit card account.

Remember: enrolling in paperless billing and AutoPay saves you $5 per month!

Play YouTube Installation Video

Start saving ASAP! The discount applies to the first full billing cycle after you enroll.

Step-by-step instructions on setting up AutoPay

Sign up for paperless billing and AutoPay

Creating your personalized intelligent network

Your Fidium WiFi network will optimize itself over the first 24 hours after activation. This means your network will create the best possible performance for your connected devices regardless of location.

You can create profiles and set up content filters for devices as you add them using the Fidium Attune™ or Attune@Work™ WiFi app. Be sure to take a look at our home network and business network information for further support.

Calibrating your phone to your needs

If you signed up for Fidium phone service, now is the time to optimize your phone features and record your voicemail message. Use the temporary password provided in your welcome email to get started.

To set up your voicemail:

  1. Dial your 10-digit phone number from your VoIP-enabled phone at home.
  2. Follow the voice prompts.
  3. Enter the temporary password provided.
  4. Follow the prompts to update your voicemail password. Voicemail passwords must include a minimum of six numbers or characters.

You can also check out the Phone and Voicemail Manager in the Fidium Insider Portal.

Power outages and your digital phone

To make digital calls, you need power and an internet connection. We recommend that customers who rely primarily on VoIP for their phone service have a backup battery power source in case of a medical or safety emergency.

Remember, that battery backup will only take care of your internet and VoIP connection. It will not power cordless phones, devices used to assist with disabilities, or other medical devices.

Here are our recommendations on battery backup options.

Enabling international calls

International calling is disabled by default on Fidium phone services. This means that you can make unlimited calls within the USA, as well as to Canada and the US Virgin Islands, with our standard unlimited phone service.

If you want to enable international calling, you can do so by chatting online, or calling our service center for assistance at 1.844.4.FIDIUM (1.844.434.3486).

Once you enable international calling, you are responsible for paying the per-minute rate depending on the country of origin and the country that’s being called.

See all the Fidium phone features available for your plan or manage your phone and voicemail features located within your Fidium Insider Portal.

Blocking calls

The Phone & Voicemail Manager allows you to set a preference for Anonymous Call Rejection or to block calls based on the caller ID. You can check out the step-by-step instructions to enable these features.

Terms of Service

We recommend that you get familiar with our official Terms of Service. Please remember that continued use of Fidium services is your consent to these terms.

You can read our Terms of Service here.

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