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Cincinnati Bell Fioptics High-Speed Internet Product Support

We're here to help you with voice questions regarding your Fioptics service.



Fioptics: High-Speed Internet

How fast?

Cincinnati Bell offers a wide variety of speed profiles to suit your individual Internet needs. Depending on your location, and whether your area is wired with copper or fiber, you can choose between download-speed profiles of up to 768 Kbps, 5Mbps, 10Mbps, 20Mbps, 30Mbps, 50Mbps, and 100Mbps. Our high-level profile options give you exceptionally fast service, no matter when you’re online, allowing you to quickly and easily stream videos, music, and games to your computer.

To test your speed, click here.

If your connection is slow, check out the What affects speed? portion of the FAQ.

To order Internet or find out which profiles you qualify for, call 513-565-5494 or visit a Cincinnati Bell Store.

To make changes to your Internet service, call 513-565-9890, sign into your MyAccount or stop by a Cincinnati Bell Store.

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How do I make changes to my account? (How do I order or upgrade my Internet?)

If you wish to order high-speed Internet, call 513-565-5494 or visit a Cincinnati Bell Store near you.

If you wish to make changes to your current Internet service, call 513-565-9890, sign into your MyAccount or stop by a Cincinnati Bell Store.

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What affects speeds? (Why is my connection slow?)

Cincinnati Bell High-Speed Internet offers you a more comfortable, more reliable online experience. Our Fioptics-powered product will carry your data to you faster, more precisely, and over greater distances. However, there are still factors that may affect your connection and speed.

While the information is traveling very quickly through copper or fiber, your computer, especially if older, may not work fast enough to process the incoming data. Also note that a wireless connection will not be as strong as a direct connection. To maximize your speed, you will need to use an Ethernet cord to connect your device directly to the Fioptics modem/router installed in your home. If this does not increase your speed, the problem could also be on the website’s end: if a site is experiencing heavy traffic, your speed will be affected. Try accessing a different, low-traffic site to test whether the problem is with your connection or the site itself.

To test your speed, click here. For further assistance, contact Technical Support (513-565-9890).

If at some point you manually altered your Domain Name System (DNS) settings, you may experience consistently low speeds for your Internet profile. For help resetting your DNS information, use our interactive tool, Ask Cincinnati Bell.

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How many computers can use the service?

Cincinnati Bell does not charge additional fees for connecting multiple computers to the service. We provide you with a modem/router that supports 4 wired devices and 32 wireless devices.

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Is there a wireless option?

Yes, Cincinnati Bell customers have the option for a wireless modem. With a wireless modem provided by Cincinnati Bell, you can connect any Wi-Fi-enabled device (laptop, smart phone, mp3 player, tablet, etc.) to the service from anywhere in your home. By using one of these provided modems, you can be assured we will provide full technical support if you have any trouble with the device.

For more information about what can affect your connection, check out the What affects speed? portion of the FAQ.

If you would like to add a wireless modem to your account, contact Technical Support (513-565-9890).

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Which Operating Systems are supported?

We support both Windows and Mac. While other operating systems should work fine with our network, we do not provide any technical support for them at this time.

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How do I contact Customer Service?
  • Email: Click here to email a Customer Service representative.
  • Phone: With Cincinnati Bell, Customer Service and Technical Support is available to you 24 hours a day, every day of the year. Simply call 513-565-9890 and follow the prompts to speak to a Cincinnati Bell representative.
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How do I find my IP address?

If, for any reason, you need to know your IP address, you can locate this number either online or on your computer, using the directions below specific to your operating system.

  • Online: If you are connected to the Internet, you can locate your IP address by visiting WhatIsMyIP.com
  • Windows XP/Vista/7:
    1. Click Start.
    2. Select All Programs.
    3. Select Accessories.
    4. Select Command Prompt.
    5. In the Command Prompt window, type ipconfig then press the enter key.
    6. This will yield a variety of information about your device, including a series of numbers, clearly labeled IP Address.
  • Windows 8:
    1. Press the win key (usually marked with the Windows icon) and the R key at the same time to bring up the Run window.
    2. Type cmd into the field then click OK to bring up the Command Prompt window.
    3. Type ipconfig in this window and hit the enter key.
    4. This will yield a variety of information about your device, including a series of numbers, clearly labeled IP Address.
  • Mac OS X 10.4:
    1. Click the apple icon on your toolbar to open the main menu
    2. Select Location.
    3. Select Network Preferences.
    4. In this window, click on Network Status to reveal your IP address
  • Mac OS X 10.5 and later:
    1. Click the apple icon on your toolbar to open the main menu.
    2. Select System Preferences.
    3. Under View, select Network.
    4. In the Network Preferences window, select the network port (i.e. Airport, Ethernet, etc.) you are connected to.
    5. You will find your IP address under Status.
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How do I reset my IP address?

If you cannot connect to Cincinnati Bell Internet, it may be helpful to release and renew your IP Address.

  • Windows XP/Vista/7:
    1. Click Start.
    2. Select All Programs.
    3. Select Accessories.
    4. Select Command Prompt.
    5. In the Command Prompt window, type ipconfig/release and then press the enter key.
    6. Now type ipconfig/renew in the window and press the enter key. Your IP address should now be renewed.
  • Windows 8:
    1. Press the win key (usually marked with the Windows icon) and the R key at the same time to bring up the Run window.
    2. Type cmd into the field then click OK to bring up the Command Prompt window.
    3. Type ipconfig/release in this window and hit the enter key.
    4. Type ipconfig/renew in this window and hit the enter key. Your IP address should now be renewed.
  • Mac OS X: Macintosh computers do not need to have their IP addresses released or renewed, and doing so will not improve your speed or connection.
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What are pop-ups, adware, and spyware?

We know how frustrating it can be to try to browse the Internet only to have your screen bombarded by pop-up windows and littered with ads, or to find your homepage has been changed without your consent.

We strive to provide information, products, and services that make your Internet experience as smooth and effortless as possible. The information below provides an explanation of the various forms of unsolicited advertising to help you understand what they are and how to close the windows when they appear.

Pop-up Advertising: Pop-up ads open a new window when people visit many popular websites. More often than not, pop-ups seem to occur randomly for sites you've never visited. Your screen becomes littered with multiple windows while you are online or sometimes even when you aren't. Advertisers hope you will visit the promoted Web page by clicking anywhere on the window. By using a technique called "kick through,” advertisers can even direct you to another website when you move your cursor across the pop-up ad--no clicking necessary.

If you encounter a pop-up, close the window by clicking the X located in the top corner of the window, or use your mouse and right-click the URL in your task bar located at the bottom of your screen and click Close.

Pop-Unders: Similar to pop-ups, pop-unders open an advertisement behind the page you are currently viewing.

If you encounter a pop-under, the method for closing it is the same as with pop-ups. Close the window by clicking the X located in the top corner of the window or use your mouse and right-click the URL in your task bar located at the bottom of your screen and click Close.

Adware: Adware is sometimes found within free programs that you might download online, such as music players, helpful utilities, etc. When you download that program, you may also be downloading hidden code that will deliver ads. These pop-up ads may appear when you aren't even online, or after you’ve been on a website for a lengthy period of time

Adware differs from pop-ups and pop-unders because software is being downloaded to your computer and you may not even know it. Many adware programs track your online habits and display random websites that are geared toward your browsing habits or interests. Sometimes the programs that are downloaded are so difficult to find, it's virtually impossible to remove them from your computer.

To avoid adware, make sure you carefully read the license agreement for all products you download and pay special attention to the privacy policies of the company. When an ad opens on your screen, close the window by clicking the X located in the top corner of the window or use your mouse and right-click the URL in your task bar located at the bottom of your screen and click Close.

Spyware: Spyware is installed on your computer in the same manner as adware: it's embedded within the code of software you download. Where spyware differs from adware is that it secretly gathers information about you and sends it to advertisers or other interested parties, often without your knowledge or your consent.

To avoid spyware, make sure you carefully read the license agreement for all products you download and pay special attention to the privacy policies of the company. When an ad opens on your screen, close the window by clicking the X located in the top corner of the window or use your mouse and right-click the URL in your task bar located at the bottom of your screen and click Close.

For help preventing these forms of malware, visit the Is my connection secure? portion of the FAQ.

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My starting homepage has changed without my consent. How do I fix this?
  • Internet Explorer:
    1. Open an Internet Explorer browser and click Tools.
    2. Select Internet Options from the Tools Menu.
    3. Under the General tab, you will see a Home Page field. Enter the web address of your desired homepage or click Current to set the site you are currently on as your homepage.
    4. Click Apply at the bottom of the Internet Options window. When you close and reopen Internet Explorer, your new homepage should load.
  • Google Chrome:
    1. Open a Google Chrome Internet browser.
    2. Click the Chrome menu icon in the top, right corner of the browser.
    3. Click Settings.
    4. Scroll down to the Appearance section of the Settings Menu.
    5. Click the selectable Show Home option.
    6. Beneath this option, click the Change link.
    7. In the pop-up window, click the selectable Open this page option and in the field to the right, enter the url of the site you wish to set as your homepage. Click OK to save the changes.
  • Safari:
    1. Open a Safari Internet browser and wait for your current homepage to load.
    2. Click Safari on the toolbar.
    3. In the presented list, click Preferences.
    4. Now click General in the top, left corner of the window.
    5. In the Homepage field, enter the url of the site you wish to set as your homepage or click Set to Current Page if you are on the site you want as your homepage.
  • Firefox:
    1. Open the site you want to set as your homepage. If you want a blank page as your homepage, open a new tab.
    2. In the far left side of the url bar, you will see an icon. Click, hold, and drag the icon across the screen to the home button, indicated by a house icon, on the right side of the screen and release.
    3. Click Yes to set this as your home page.

For help preventing future malware problems, visit the How do I protect my computer from malware or viruses? portion of the FAQ.

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How do I protect my computer from malware or viruses?

Internet Explorer: Most malware problems occur with Internet Explorer. To protect your computer from malware issues, tighten up your browser's security settings using the following methods

  1. Click Start.
  2. Click Control Panel.
  3. Click Internet Options and click the Security tab.
  4. Click the Custom Level button.
  5. Click the Prompt radio button under the Download signed ActiveX controls option.
  6. Click the radio button next to the Disable option for ActiveX controls that are not marked as safe and are not signed.
  7. Click OK to close the Security Settings window.
  8. Click OK when the Warning dialog box appears.
  9. Click OK to close the Internet Properties window.

Another important part of prevention is installing the latest security patches from Microsoft and buying or downloading for free a trusted anti-virus software.

Finally, make sure you carefully read the terms of service from any website you visit before you download software.

For other security questions, visit the Is my connection secure? portion of the FAQ.

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Is my bandwidth shared?

No, Cincinnati Bell customers do not have shared bandwidth. Because of your dedicated Internet lines, you never have to worry about your connection slowing when others in your area are online.

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Is my connection secure?

Security is an important concern for all Internet users. Maintaining a secure connection is the responsibility of both the service provider and the end user. At Cincinnati Bell, our Network Operation Center is constantly monitoring the network for outside security risks. It is impossible to predict when and where the next virus will arise. However, when these threats occur, our team responds with speed and skill.

Cincinnati Bell also provides a solution to help you ensure your computer stays safe from all viruses and spyware. By using our Internet Security All-in-One PC Protection, you can protect your computer from viruses for just $4.99 per month.

To run a quick “Health Check” of your computer, click here. To learn more about All-in-One PC Protection, click here.

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How reliable is my connection?

Cincinnati Bell High-Speed Internet works with your existing copper or fiber lines. With Cincinnati Bell, your Internet connection is maintained by the same company you have always counted on to keep your phone service available 24 hours a day, 7 days a week.

Moreover, when it comes to mission-critical data, local Fortune 500 companies generally turn to Cincinnati Bell. With the kind of proven reliability trusted time and time again by major corporations, why go anywhere else to fill your high-speed Internet needs?

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Is the service available for my business?

Cincinnati Bell Internet is available anywhere you can receive standard phone service. However, different locations allow different speeds and services. To find out what Cincinnati Bell Internet can do for your business, all 513-566-3288 or click here to have a Customer Service representative contact you.

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