Fidium Fiber experienced a major internet outage on Thursday, affecting thousands of customers across Maine, New Hampshire, and Vermont.
Key facts
Outages began around 3:10 p.m. EDT on September 10.
Customers reported being unable to access the internet, website, app, or phone support.
Frustrated users took to social media to express their dissatisfaction.
A Fidium representative acknowledged technical issues but did not provide a timeline for restoration.
Why it matters: The outage highlights the vulnerabilities in internet services and customer support systems, raising concerns about reliability for Fidium Fiber customers.
Thousands of users across three states were left without internet access, disrupting daily activities.
The incident has sparked discussions about the quality of service provided by Fidium Fiber compared to previous providers.
Frustration among customers is growing due to the lack of information and support from the company during the outage.
Driving the news: Reports of the outage began flooding into Downdetector at approximately 3:10 p.m. EDT on September 10.
Users reported complete disconnection, with many unable to access Fidium's website, mobile app, or customer support.
Complaints were concentrated in regions including Midcoast Maine, southern New Hampshire, and northern Vermont.
Some customers noted that they had switched to Fidium for faster speeds, only to encounter this major disruption.
State of play: Fidium Fiber customers expressed their frustrations on social media platforms, detailing their experiences during the outage.
One user in northern Vermont reported that their call to customer support ended abruptly after a few beeps.
Another customer from southern New Hampshire mentioned that the website was not functioning and referenced a state law allowing bill credits for outages exceeding two hours.
Reports indicated that areas like Bedford and Manchester in New Hampshire experienced outages starting around the same time.
The big picture: This outage raises questions about the reliability of Fidium Fiber's service and its ability to handle technical issues effectively.
Customers are increasingly frustrated with the lack of communication from Fidium Fiber during the outage.
Many users are reconsidering their choice to switch to Fidium, citing previous positive experiences with other providers.
The situation has highlighted the importance of responsive customer service, especially during widespread outages.
What they're saying: Customers have taken to social media to vent their frustrations about the outage.
One user lamented, "Internet down in northern Vermont. Phone support makes a few beeps and hangs up on me. Trying to figure out if it's my equipment or them."
Another customer expressed, "Southern NH is down. Website not working. App giving no info. Again. Man I never thought I’d say it but I want Xfinity back."
A Westbrook, Maine resident shared, "I used to be on T-Mobile Home Internet and I changed over a few months ago to Fidium because it was faster. I am regretting that decision now."
By the numbers: The extent of the outage was substantial, affecting a large number of users across multiple states.
More than 2,500 users reported issues with Fidium Fiber by 12:13 p.m. PT, according to Downdetector.
The bulk of complaints came from Maine, New Hampshire, and Vermont, indicating a widespread problem.
Reports of service disruptions continued to emerge throughout the afternoon.
What's next: Fidium Fiber has acknowledged the technical issues and is working to restore services.
A spokesman stated around 3:40 p.m. that the company was experiencing technical issues but did not specify the cause or restoration timeline.
Customers are encouraged to monitor Fidium's social media channels for updates on service restoration.
In the meantime, users may pursue bill credits for the outage under applicable state laws.
The situation remains fluid as Fidium works to address the technical issues impacting its customers. As frustrations grow, many are left hoping for a swift resolution to restore their internet services.