Fidium Escalations: Email DSREscalations@fidium.com (New Process)

Effective August 5, 2026. Fidium changed how escalations are handled. You no longer route everything through your sales manager. Fidium now has a dedicated team of 8 people working escalations, and reps are encouraged to email them directly.

Where to send it

Email your escalation to DSREscalations@fidium.com

• Fidium replies within 24 hours to confirm they are working it.
• Resolution time depends on the issue. They work it internally and then send you a recap.
• Send it yourself if you know the situation, because Fidium may come back with questions.

Use this email for

• Billing issues
• Install issues
• Care issues
• Post install service issues

Do NOT use this email for

• Turf issues
• Pay issues

Call these instead

• DSR support line: 877-238-0073. Care support while you are writing an order.
• Dispatch: 833-372-9010. Install status, BSW and construction completion, rescheduling.

Ground rules

• Stick to facts. “Customer indicating technician did not arrive on time” is the right level of detail.
• Use the exact format below. Copy and paste is best.
• Be specific. “Customer unhappy with how wires were placed and holes were drilled” is much better than “customer got a bad install.”

Copy and paste this format

Subject line:
Customer Name, Customer Order Number

Examples: “Brian Dorton, 260804ABC” or “Jaime Montes, 0051326523”

Body:

Rep Name:
Partner Name:
Address:
Issue:

Examples of a good issue line

• Customer bill not accurate. Should be $xx and is $xx.
• Customer sold with 2 month free promo and first month has a data charge.
• Customer indicates damage during install. Damage was to xxxxxx.
• Customer stating technician did not arrive on time and was not contacted by Fidium.

Source: Fidium partner communication from Brian Dorton, Director of D2D Sales, August 5, 2026.