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Repair common Windows errors and clear accumulated junk for a smoother, more stable PC - no reinstall needed.Free scan · no reinstallCrashes, No Sound, or Screen Glitches?
Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteIf Fidium Fiber is not working, first check whether the problem affects one device or your whole home. A single-device failure usually points to that device, its WiFi connection, or its Ethernet cable; if several devices are offline, check power and connections, then restart the ONT and Gateway in that order. Don’t touch the fiber cable or press a reset button unless Fidium support tells you to.
First, work out whether Fidium internet is down for one device or the whole home
Test another phone, computer, or streaming device. If it connects normally, troubleshoot the device that cannot connect rather than assuming there is a Fidium outage.
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If only one WiFi device is affected
- Make sure WiFi is enabled and the device is connected to the correct network with the current password.
- Restart the device and try connecting again.
- Check whether another device can join the same network. If it can, the issue is likely limited to the first device.
- If the device connects through an extender, check that the extender is powered and working.
Fidium’s device connection troubleshooting guidance recommends checking the device and network connection before treating a single-device problem as a service outage.
If only one wired device is affected
Reseat the Ethernet cable at both ends and try another cable if available. If other devices work, the fault may be the computer, its network settings, or the cable rather than the Fidium connection.
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If several devices cannot connect
Move on to the ONT and Gateway: check that both have power and that their Ethernet connections are firmly seated. If there is no power at home, see the power-outage section below.
Check the ONT and Gateway, then restart them in order
The ONT connects your home to Fidium’s fiber network; the Gateway provides the home network. Both need household electricity. Check that each device has power and inspect accessible Ethernet connections at both ends. Do not pull, bend, or tamper with the fiber-optic cable. Fidium explicitly warns customers not to tamper with it in its ONT and Gateway reboot instructions.
- Turn off the ONT and unplug its power cord for 15 seconds. Reconnect it and turn it on.
- After the ONT has restarted, unplug the Gateway for at least 15 seconds, then reconnect it.
- Wait for the Gateway to start fully. Fidium says this can take up to 15 minutes.
- Try the connection again on more than one device.
Follow this sequence rather than restarting only the Gateway. If service remains down, continue with the checks below.
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Check for a Fidium outage or planned maintenance
If multiple devices remain offline after the restart, check Fidium’s Attune WiFi app if you have access; Fidium says its apps can monitor connection health and status. If you received a notice of planned network enhancement work, Fidium says no action is needed during the stated maintenance window and service should resume within the window in the notification. If the issue continues after that window, restart the ONT and Gateway.
The available Fidium guidance does not provide a live, address-specific outage result or restoration estimate. For an outage affecting your location, check the app or contact Fidium directly rather than relying on an unverified estimate.
What to do after a power outage
The provider network may remain active during a power outage, but the ONT and Gateway in your home need electricity. Home internet therefore will not work if those devices have no power. Fidium says service usually returns automatically after power is restored. If it does not, restart the ONT and then the Gateway using the steps above; its storm and disaster guidance also allows up to 15 minutes for a full Gateway reboot.
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For connectivity during future outages, Fidium identifies a UPS or generator as backup options. How long a UPS can run the ONT and Gateway depends on the equipment’s power draw and the battery capacity; Fidium does not specify a runtime.
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Don’t factory-reset without direction from support
A factory reset can erase customized settings. Fidium says to use equipment reset buttons only when support directs you; its Gateway connection troubleshooting page recommends contacting a Tech Guru before a hard reset. A reset is not the same as unplugging the Gateway for a restart.
If you use your own WiFi equipment
Fidium allows customers to use their own WiFi equipment, but support is more limited than for Fidium-provided devices. You are responsible for maintaining and updating your equipment. Fidium says most Ethernet gateways should be sufficient for 1 Gig service and below; for 2 Gig service, it specifies at least one 2.5G port on the Ethernet gateway. Check your own router and cabling if the ONT and incoming connection appear to be working. Fidium notes that a service dispatch may be charged when its ONT and incoming connection work and the problem is in customer equipment or the home network. See Fidium’s guidance on using your own WiFi equipment.
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Changing routers or buying a cable cannot resolve a provider-side outage. First establish whether the issue is limited to your local equipment.
When to contact Fidium support
Contact Fidium if multiple devices remain offline after the ONT-then-Gateway restart, if the equipment has power but will not reconnect, or if a notified maintenance window has ended and the problem persists. Fidium directs customers who have tried troubleshooting without success to call 1.844.434.3486. Describe whether one or multiple devices are affected, whether they connect by WiFi or Ethernet, and whether the ONT and Gateway have power. Do not tamper with the fiber cable or perform a factory reset while troubleshooting.
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