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Guide for Fidium customers using their own WiFi equipment

Welcome to Fidium's guide for customers who choose to use their own WiFi equipment with our internet service. While we provide top-quality equipment for optimal performance, we understand that some customers prefer to use their own devices. This guide aims to assist you in resolving common issues you may encounter while using your own WiFi equipment with Fidium's service. Let's dive in and troubleshoot together!

Using your own WiFi equipment

Exploring your options

At Fidium, we offer the flexibility for customers to use their own WiFi equipment instead of our provided devices. This allows you to choose devices that suit your specific needs and preferences. However, it's essential to understand both the benefits and limitations of using your own equipment.

Benefits:

  1. Personalization: Using your own WiFi equipment allows you to select devices that align with your unique requirements and preferences, providing a more tailored internet experience.
  2. Potential cost savings: Utilizing existing equipment can help you save on costs associated with leasing equipment from Fidium. Keep in mind, however, that the charge to lease Fidium’s WiFi equipment is automatically waived for customers who choose our 1 Gig or 2 Gig plans. Yes, we said FREE! 😊
  3. Familiarity: If you're accustomed to a particular router or extender, using your own equipment can maintain a sense of familiarity with your home network setup.

Limitations:

  1. Limited support: While we assist with setup and basic troubleshooting, support for customer-provided equipment is limited compared to Fidium-provided devices. The exclusive Fidium Attune™ WiFi app and its features are also only available to customers using our WiFi gateway.
  2. Compatibility risks: There's a possibility that your existing equipment may not fully meet Fidium's network requirements, leading to compatibility issues or suboptimal performance.
  3. Maintenance responsibility: Customers using their own WiFi equipment are responsible for maintaining and updating their devices to ensure optimal performance and security. If you need us to make a trip to your home to help you resolve an issue related to your own WiFi equipment or home network, we will charge a one-time fee for the appointment.

Compatibility and setup

Ensuring compatibility:
When considering using your own WiFi equipment with Fidium's service, compatibility is key to ensuring a seamless experience. Here's what you need to know to ensure that your own equipment functions with Fidium’s service:

  • Ethernet gateway compatibility: Equipment requirements vary based on the internet speed you select. Any ethernet gateway should work with Fidium's service as long as it has the right port capacity. For services with speeds of 1 Gig or below, most ethernet gateways (routers) should be sufficient. However, for 2 Gig service, you'll need a gateway with at least one 2.5G port to handle the higher speeds effectively.
  • MAC address capture: In some cases, we need to capture the MAC address of your device for network authentication during installation. This ensures that your device is properly registered on Fidium's network. Just like every person has a unique fingerprint, every device has a unique MAC address. When you connect your device to the internet, the network uses this MAC address to identify and communicate with your specific device, ensuring that data goes to the right place.

Installing Fidium service & setting up your own equipment:
Here’s what you can expect during installation when you use your own router and extenders with Fidium's service:

  1. Have a primary wired router available: Ensure you have a primary wired router available during your Fidium professional installation appointment to ensure compatibility with our network.
  2. Install the Optical Network Terminal (ONT): Our technician will install the Optical Network Terminal (ONT) outside your home to establish the connection to Fidium's network.
  3. Connect your router to the ONT: We will help you connect your router properly to the ONT provided by Fidium to initiate the internet connection.
  4. Connect a wired device: We will establish connectivity of one wired device during installation to validate internet connectivity from the ONT to your router.
  5. Follow manufacturer's setup instructions: Follow the manufacturer's setup instructions to configure your router and extenders for optimal performance.

Troubleshooting common issues

You can use your own WiFi equipment with Fidium’s internet service. However, please note that remote troubleshooting assistance for customer-provided equipment and home networks is limited.

It is your responsibility to handle support and troubleshooting for your own equipment and internal LAN/WAN connections. There is a charge for a Fidium service dispatch if we determine that the Fidium-provided ONT and internet connection into your home is working properly.

Here are some steps you can take to resolve issues related to your home network on your own.

Service interruptions:
If you experience service downtime, try the following troubleshooting steps:

  1. Restart your router and modem.
  2. Check the physical connections between devices.
  3. Contact Fidium technical support if issues persist.


Slow internet speeds:
To address slow internet speeds, consider the following:

  1. Restart your router and modem.
  2. Check for bandwidth-consuming activities.
  3. Optimize router placement for better signal strength.
  4. Conduct a speed test and adjust router settings accordingly.


Device connectivity problems:
If your wireless devices are unable to connect to your network, try these solutions:

  1. Ensure your network is visible to your devices.
  2. Restart your devices and router.
  3. Update firmware on your router and devices.


Frequent network disconnects:
To troubleshoot frequent network disconnects, try the following:

  1. Update firmware on your router.
  2. Minimize interference from other devices.
  3. Optimize router placement for better signal reception.


If you need more assistance or have additional questions, please contact our customer support team. We're here to ensure you enjoy a seamless and reliable internet experience with Fidium.

Frequently asked questions

If you have further questions on using your own equipment or Fidium-provided WiFi gateway, check out our FAQS page.



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