Wholesale support designed for you.
Help is here: by phone, online, or self-service — whichever works for you.
Connect with the right team.
Contact Fidium wholesale support for all your carrier and wholesale needs. We’re here to help. Whether you need assistance with orders, billing, network updates, or licensing, you can find the right contacts and resources for your needs here.
How to contact Fidium wholesale support:
Use the table below to find the right team or resource for your request.
| Topic | When to Use | Phone & Email Support | Hours of Operation |
| General Support & Escalations | For questions about your account, services, or to escalate an unresolved issue. | 1.844.FIDIUMWHSL (1.844.343.4869) | Mon–Fri 8 a.m. - 5 p.m. ET |
| Network Operations (NOC) | To report service outages, impairments, or technical issues. | 1.844.FIDIUMWHSL (1.844.343.4869)
View our NOC Contact List below. | 24/7/365 |
| Billing & Invoicing | For questions about invoices, payments, credits, or disputes. | 1.844.FIDIUMWHSL (1.844.343.4869)
View our Carrier Billing Contact List below. | Mon–Fri 8 a.m. - 5 p.m. ET |
| Access Services Requests & Order Management | For questions on Access orders and order notifications. | 1.844.FIDIUMWHSL (1.844.343.4869)
ASR email contact: ME, NH, & VT: wscasr@fidium.com All other regions: carrierwsc@fidium.com View our Access Services Contact List below. | Mon–Fri 8 a.m. - 5:00 p.m. ET |
| Service Delivery | For questions on service delivery post-FOC, including testing & turnup, testing moves, adds and changes, CFA migrations and hot cuts. | 1.844.FIDIUMWHSL (1.844.343.4869)
View our Service Delivery Contact List below. | Internet: Mon-Fri 7:30 a.m. - 8:00 p.m. ET Sat-Sun 8:00 a.m. - 4:30 p.m. ET Transport / Network: Mon-Fri 8:00 a.m. - 5:00 p.m. ET |
| Number Porting & Activation (LNP) | For local number porting (LNP) or voice activation. | LNPOperations@fidium.com | Mon–Fri 8 a.m. - 8 p.m. ET Sat 8 a.m. - 4:30 p.m. ET |
| Local Service Orders | For local UNE/POTS service orders. | 1.844.FIDIUMWHSL (1.844.343.4869)
View our Local Services Contact List below. | Mon–Fri 8 a.m. - 5 p.m. ET |
Contact lists and helpful resource links:
Self-service at your fingertips!
Virtual Front Office
Access order status and trouble ticketing through your secure VFO portal.
Wholesale Customer Portal
View company specific line loss and metric reports, or to upload/download a billing claim form.
Customer Documentation
Access ordering guides, billing resources, network notices, and more — all in one place.
Phone support availability may vary by issue type. For billing and payments, standard business hours apply. Technical support is available 24/7/365. Portal access requires account setup.
Hot topics:
Have questions? We've got answers.
How do I submit report a trouble ticket?
You can submit a trouble ticket 24/7 by logging in to VFO. Once there, navigate to the TA module and enter the information requested for your trouble ticket. For more information and step-by-step instructions, review this guide: Create a Trouble Ticket - Quick Reference Guide
What information do I need to provide when opening a trouble ticket?
To ensure fast resolution of your trouble ticket, include the affected circuit ID, service type, customer impact details, and any error messages. The more specific information you provide upfront, the quicker our technical team can diagnose and resolve the issue.
How do I check the status of my order Pre-FOC?
To check the status of your Pre-FOC order, log in to VFO, locate your PON, and check the status. You can also contact our Carrier Wholesale team at 1.844.FIDIUMWHSL (1.844.343.4869) to check the status of your order.
Who do I call for test and turn up services?
Find contact information for these services here: Access Services - Service Delivery Management Contacts Post FOC
How do I place an ASR order?
ASR orders are submitted through VFO. To get started, use Access Resources to locate the ordering guide specific to the service you wish to request.
How do I place an LSR order?
LSR orders are submitted through VFO. To get started, use Local Resources to locate the ordering guide specific to the service you wish to request.
What should I do if my LSR is rejected?
If your LSR is rejected, you should receive a response outlining the reason for the rejection and the steps needed to correct it. For additional guidance, consult the Searchable Business Rules or the Error Playbook.
Who do I contact for VFO issues?
For assistance with VFO-related issues, contact our Carrier Wholesale team at 1.844.FIDIUMWHSL (1.844.343.4869).
Where can I find Fidium’s Searchable Business Rules?
This resource is available through VFO. To access them, Log in to your account. Click on help in the top right corner. More information can also be found here: Wholesale Business Rules
Where can I find additional ordering guides and reference materials?
Ordering guides for ASR and LSR orders, along with other reference materials, are available in the Customer Documentation section of our website.
How do I apply for a new collocation space?
Begin by completing our Collocation Application form, which includes instructions and current space availability for ME, NH & VT. All applications require completion of our equipment requirements checklist and space confirmation process.
For Collocation in all other regions, please contact your Account Manager.
How do I get started with E-Bonding integration?
Getting started is straightforward. First, contact your Fidium Wholesale account manager to discuss your integration requirements. They'll provide you with our E-Bonding connectivity guide, technical specifications, and testing procedures. The integration team will work with your technical staff to establish secure connections and conduct thorough testing before going live. Most integrations are completed within 4-6 weeks, depending on complexity.
Who should I contact for onboarding or additional training resources?
Contact your dedicated Fidium Wholesale Account Manager for personalized onboarding support and training resources. Our team provides hands-on support and local assistance throughout your partnership with us.