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Cincinnati Bell Fioptics Video Product Support

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



Fioptics: Video

What channels are available?

We offer a wide selection of channels and are always investigating possible additions to our lineup. The channels you receive will depend on which of our four Fioptics TV Packages you have purchased (Basic, Preferred, Elite, or Max) and whether you have subscribed to any additional Premium Channels. To see which channels these different packages provide, check out our downloadable Channel Guide or our online side-by-side package comparison.

Basic Package: If you have purchased the Basic Package, any television connected to our service will receive all the channels you have ordered, whether you have a set-top box or not. This includes all local standard- and high-definition Basic Channels shown on the Channel Guide. By adding a set-top box to a television, you will also be able to access Video On Demand and Pay-Per-View channels.

Preferred Package: If you have purchased the Preferred Package, any television connected to our service will receive the standard-definition version of Channels 1-99. By adding a set-top box to a television, you will also receive the high-definition offerings of these channels as well as the Video On Demand and Pay-Per-View channels.

Elite Package: If you have purchased the Elite Package, your included set-top box will give you access to the Basic, Preferred, and Elite Channels as well as 45 commercial-free music channels, all Video On Demand and Pay-Per-View channels, and a number of high-definition channels. Any television without a set-top box will still receive all Preferred Channels.

Max Package: If you have purchased the Max Package, you will be able to view all the channels included in the Elite Package as well as the additional Premium Channels shown on the Channel Guide, including HBO, Cinemax, Showtime, and Starz. Some of these Premium Channels, such as HBO, also have a high-definition offering that will be available to you.

Premium Channel Packages (HBO, Cinemax, Showtime, Starz, etc.) may be purchased and added to any package, as long as you are using a set-top box or CableCARD. Public Access Channels, however, are available only if you live within the region of the channels’ broadcasters.

To upgrade to any of these new Fioptics tiers, call 513-565-9890 or sign into your MyAccount. To purchase Fioptics TV today visit cincinnatibell.com/fioptics/, call 513-565-5494 or visit a Cincinnati Bell Store near you.

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How do I search for a show?

If you cannot find a specific show on the Program Guide, follow the directions below to use the “Search” feature provided by your set-top box. If you have difficulty locating any of the needed remote buttons, visit the How do I use my set-top-box remote? portion of this FAQ for further assistance.


Cisco 8540HDC/8550HDC/8640HDC/8642HDC



  1. Press the “Guide” or “Menu” button on your remote to bring up the Program Guide.
  2. Press the yellow “A” button to “Browse by,” as directed at the bottom of the screen.
  3. Highlight the “Browse by” field on the left side of the screen, scroll down to “Title,” and press “OK” on your remote.
  4. On the left side of the screen, navigate to the first letter of the show’s title and press “OK” on your remote.
  5. This will reveal a list of potential titles on the right. Use your remote’s navigation arrows to move over to this list, and then scroll through it until you find the program you are searching for.


Motorola DCX3200/DCX3400/DCX3510




  1. Press the “Menu” button on your remote to bring up the Quick Menu. If the button brings up a different menu, press it again until the correctly labeled menu appears at the bottom of your screen.
  2. Use your remote’s navigation arrows to move to the magnifying glass icon, and press “OK” on your remote.
  3. This will present you with a list of possible search fields. Navigate to the field of your choice and press “OK.”
  4. You can now enter a search term. Use the navigation arrows to move between letters and the “OK” button to select them.
  5. When you are finished spelling part or all of your search term, navigate to and select “Search Now.”


Motorola DCX3200/DCX3400/DCX3510


  1. Press the “Guide” button on your remote. Once the guide loads, press the blue “B” button to access the “Search” screen.
  2. You can now select the information you would like to search by (Title, Actor, or Director) at the top of the screen. Using your remote’s up and down arrows, highlight this field, and use the right or left arrows to change the search type.
  3. You are now able to spell out your search term. Use the arrows on the remote to navigate to each letter and the “OK” button to select a letter. The system will search automatically as you type.

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How many programs can I store on my DVR?

Digital video recorders (DVRs) use internal hard drives to store the shows you set to record. The number of programs you can save varies depending on the length of the show and whether the program was recorded in standard or high definition. Below are the maximum hours of recording you could expect from the set-top box models that support DVR.

  • Cisco/SA 8540HDC - 90 hrs of standard definition or 20 hrs of high definition
  • Cisco/SA 8550HDC - 90 hrs of standard definition or 20 hrs of high definition
  • Cisco/SA 8640HDC – 180 hrs of standard definition or 40 hrs of high definition
  • Cisco/SA 8642HDC – 180 hrs of standard definition or 40 hrs of high definition
  • Motorola DCX3400 - 210 hrs of standard definition or 45 hrs of high definition
  • Motorola DCX3510 – 300 hrs of standard definition or 60 hrs of high definition
  • ZTE IPTV B703V3 – 360 hrs of standard definition or 150 hrs of high definition
  • ZTE IPTV B703V3A – 360 hrs of standard definition or 150 hrs of high definition

NOTE: You can locate your set-top box’s model number in the bottom right or left corner of its front.

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How do I record with my DVR?

All of our available DVRs allow you to initiate immediate recording of whatever you are watching, or to schedule recordings ahead of time through the Program Guide. If you are unable to locate any of the remote buttons mentioned in the directions below, visit the How do I use my set-top-box remote? portion of this FAQ for further assistance.


Cisco 8540HDC/8550HDC/8640HDC/8642HDC



To record current show:

  1. On your remote press the Record button, the red-outlined circle.
  2. This will bring you to the DVR Recording menu, where you can change the settings for this recording. Use the remote’s right and left arrows to move between fields, and the up and down arrows to adjust preferences for the highlighted field.
  3. Adjust the “Start” and “Stop” fields if you wish to begin the recording early or end it late. Doing so will decrease the risk of missing the first or last minutes of the show; however, as you are recording a show that is currently airing, you will be unable to begin the recording any earlier than you began watching the show.
  4. Use the “Record” field to select whether you wish to record only this specific episode or the entire series
  5. Use the “Save” field to select how long you want the recording saved. You may choose for the DVR to automatically delete the recording after a set number of days, or for the DVR to save the recording until you manually delete it.
  6. When you have adjusted the settings to your preference, press the yellow “A” button on your remote to “Accept recording.” This will immediately begin to record the program you are watching.

To record an upcoming show or series:

  1. Press the “Guide” button on your remote.
  2. Use the remote’s navigation arrows to highlight the show you wish to record, and then press “OK” on your remote.
  3. This will present you with several options. Scroll up or down to the option to record the selected title. Then press “OK.”
  4. At the top of the next screen, you will see the words "Confirm Recording.” On this screen, you will be able to choose your desired recording settings. Use the remote’s right and left arrows to move between fields, and use the up and down arrows to highlight your preference for the highlighted field.
  5. Adjust the “Start” and “Stop” fields if you wish to begin the recording early or end it late. Doing so will decrease the risk of missing the first or last minutes of the show.
  6. Use the “Record” field to select whether you wish to record only this specific, upcoming episode or the entire series.
  7. Use the “Save” field to select how long you want these recordings saved. You may choose for the DVR to automatically delete the recording after a set number of days, or for the DVR to save the recording until you manually delete it.
  8. When you have adjusted all the settings to your preference, press the yellow “A” button on your remote to “Accept recording.” This will set the DVR to automatically record the scheduled program.


Motorola DCX3400/DCX3510



To record current show:

  1. Press the Record button, the red-outlined circle, on your remote. Pressing this button will immediately begin to record the program you are currently viewing.

To record a single, upcoming show:

  1. Press the “Guide” button on your remote.
  2. Use the remote’s navigation arrows to highlight the show you wish to record.
  3. Press the Record button, the red-outlined circle, on the remote to set the DVR to record the show at that scheduled time.

To record all upcoming episodes in a series:

  1. Press the “Guide” button on your remote.
  2. Use the remote’s navigation arrows to highlight the show you wish to record and press the “Info” button on the remote.
  3. Now use the navigation arrows to highlight the red Record icon at the bottom of the screen, and press “OK.”
  4. You now have the option to either record this program, set up a series recording, or view recording settings for this program. Select “Set up a series recording” to continue.
  5. You are now able to choose which type of episodes you want to record, how many episodes you want the DVR to save, and how long you want the DVR to save the episodes. Use the remote’s up and down arrows to move between these fields and the right and left arrows to change the settings of the highlighted field.
  6. Use the “Record” field to select whether to record only new episodes, new and repeats, or all with duplicates. If you select “all with duplicates,” the DVR will record every episode that airs, even if the same episode is already on your DVR.
  7. Use the “Save” field to select how many episodes you would like the DVR to save: 1, 2, 3, 4, 5, 6, 7, or all episodes.
  8. Use the “Save until” field to select to either keep episodes until the space is needed or until you manually delete them.
  9. Now navigate to “View all settings” at the bottom of your screen and press “OK” to view three additional settings fields.
  10. Use the “Record programs on” field to select to either record this series only from the current channel or from all channels on which it airs.
  11. In the “Start recording” field, you can opt to start the recording up to fifteen minutes before the show is scheduled to begin.
  12. In the “Stop recording” field, you can opt to end the recording up to two hours after the show is scheduled to end. By choosing to start the recording early and end it late, you decrease the chance that the recording will cut off the beginning or end of the program.
  13. When all your recording preferences are set, scroll to “Record series with these settings” and press “OK” on your remote.

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How do I cancel Recordings?

Cisco 8540HDC/8550HDC/8640HDC/8642HDC



To cancel a current recording:

  1. To cancel a current recording, press the Stop button, the small black square, on the remote
  2. You will be presented with the “Stop Recording” screen. Here you can choose to continue recording, to stop recording and erase the saved portion of the show, or to stop recording but save what has been recorded so far. Use the remote’s up and down arrows to highlight your choice and press "OK.”

To cancel a scheduled or future recording:

  1. Press the "List" button on the remote.
  2. Press the yellow “A” button, as directed at the bottom of the screen, to view "Scheduled Recordings."
  3. Use the remote’s up and down arrows to highlight the recording you wish to edit, and press the "OK" button.
  4. Here you can alter the scheduled recording preferences or you can press the blue "B" button to "Cancel Recording." You will be asked to press the yellow “A” button to confirm your choice.


Motorola DCX3400/DCX3510



To cancel a current recording:

  1. To cancel a current recording, press the Stop button, the small black square, on the remote.

To cancel a scheduled or future recording:

  1. Press the “Menu” button on your remote to bring up the Quick Menu. If the button brings up a different menu, press it again until the correctly labeled menu appears at the bottom of your screen.
  2. Use the remote’s navigation arrows to scroll to "DVR" and press “OK” on your remote.
  3. Now highlight "Future Recordings" and press “OK.”
  4. Use the remote’s up and down arrows to highlight the recording you wish to edit. Press "OK" to select.


ZTE IPTV B703V3/B703V3A


To cancel a current recording:

  1. To cancel a current recording, press the Stop button, the small black square, on the remote.
  2. Press the green “D” button to access the “Scheduled Recordings” screen.
  3. Now use the remote’s up and down arrows to highlight the recording you wish to edit and press “OK.”
  4. You are now able to “Change Recording” or “Cancel Recording.” Highlight “Cancel Recording” and press “OK.”
  5. The recorded portion of the show will remain on your DVR. To delete it, press “List” again.
  6. Use the remote’s arrows to highlight the correct show, and press “OK.” This will present the “Delete” option.
  7. Highlight “Delete” and press “OK.” You will now be asked to confirm that you wish to delete the program. Navigate to and select “Delete” again.

To cancel a scheduled or future recording:

  1. Press the "List" button on the remote.
  2. Press the green “D” button to view "Scheduled Recordings.”
  3. Use the remote’s navigation arrows to highlight the recording you wish to cancel. Your next step will rely on whether you are cancelling one individual recording or a series recording.

    • To cancel an individual recording, navigate to the correct title and press “OK” on your remote. You will now be given the option to change the settings of the recording or to cancel the recording completely. Navigate to your next action and press “OK.”

    • To cancel specific episodes within a recorded series, navigate to the series and press “OK” on your remote. This will bring up a list of upcoming episodes. Scroll to the recording you wish to cancel and press “OK” to bring up the “Cancel Recording” option. Navigate to this option and press “OK.”

    • To cancel an entire series, navigate to the series title, but do not press “OK.” Instead press the yellow “A” button to reveal options. Here you may change the settings for the series recording or cancel the recording. Highlight your desired action and press “OK” on your remote.

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How do I set Parental Controls?

Cisco 8540HDC/8550HDC/8640HDC/8642HDC



  1. To enable Parental Controls, you will first need to create a 4-digit Pin Code. In doing so, you ensure that only those with the Pin Code can enable, disable, or make other changes to the Parental Controls. When you have decided on a Pin Code, press the “Settings” button on your remote twice to access the “More Settings” screen.
  2. Use the remote’s navigation arrows to scroll down to “Block: PIN” and press “OK.”
  3. Use the right arrow to change the status of the Pin from “disable” to “enable” and press the yellow “A” button to accept.
  4. You will now be able to set the Pin by entering the numbers on your remote. You will also be prompted to re-enter the Pin.
  5. Once the Pin is enabled, you will be returned to the “More Settings” screen. If you are not, press “Settings” twice. You can now select whether to block certain channels, ratings, or times. Highlight the field you wish to block by and press “OK.”

    • Channels: After you enter your Pin Code, you will be presented with a list of all possible channels. Scroll down to each channel you wish to block and press “OK” on your remote. A red lock symbol will appear by all blocked channels. When you have finished selecting channels, press the yellow “A” button on your remote to accept changes or the red “C” button to cancel.

    • Ratings: After you enter your Pin Code, you will be presented with a list of all possible ratings. Scroll down to all ratings you wish to block and press “OK” on your remote. You also have the option to block several ratings at once. Do this by highlighting the lowest rating you wish to block and pressing the blue “B” button (i.e. Highlight “R” and press the “B” button to block “R,” “NC-17,” and “NR-Adult” ratings). A red lock symbol will appear by all blocked ratings. To accept the changes you have made, press the yellow “A” button. To cancel, press the red “C” button.

    • Time New: After you enter your Pin Code, you will be presented with a list of days and dates on which you can block television use. Scroll up or down to select either a specific date on which you wish to block use or a day/part of the week on which you wish to place a recurring block. When the correct day or date is highlighted, navigate to the right to change the “Start” and “Stop” times of this block. Change these times by highlighting and using the remote’s up and down arrows to scroll to the appropriate number. When you have set the blocked day and time to your preference, press the yellow “A” button to accept changes.

  6. Once you have finished blocking channels, ratings, and times, you have the option to display or hide blocked programs in your Program Guide. On the “More Settings” screen, scroll down to “Block: Titles” and press “OK.” Scroll to your preference, “Displayed” or “Hidden,” and press “OK” again. Your Parental Controls should now be set.


Motorola DCX3200/DCX3400/DCX3510




  1. Press the “Menu” button on your remote to bring up the Quick Menu.
  2. Now use the remote’s navigation arrows to scroll over to the lock icon and press “OK.”
  3. You will now have to create a 4-digit Pin Code to continue. Enter your code with the numbers on the remote, and then navigate to “Confirm” and press “OK.”
  4. After you create your Pin Code, you will be given a list of lock options: Movie Rating Locks, TV Rating Locks, TV Content Locks, Channel Locks, Title Locks, Service Locks, Hide Titles, and Master Locks. Highlight the field you wish to create a lock within and press “OK.”

    • Movie Rating Locks: You will be presented with a list of all possible movie ratings. Use the remote’s navigation arrows to scroll through the list to the lowest rating you wish to block and press “OK” on your remote. This will automatically lock all the higher ratings, listed beneath the selected rating. All ratings that are currently locked will have a lock icon beside them. To unlock any of these ratings, highlight the desired rating and press “OK” again. The lock icon should disappear

    • TV Rating Locks: You will be presented with a list of all possible television ratings. Use the remote’s navigation arrows to scroll through the list to the lowest rating you wish to block and press “OK” on your remote. This will automatically lock all the higher ratings, listed beneath the selected rating. All ratings that are currently locked will have a lock icon beside them. To unlock any of these ratings, highlight the desired rating and press “OK” again. The lock icon should disappear

    • TV Content Locks: Here you can lock specific content (Violence, Language, Sexual Situations, and Suggestive Dialogue). When you select any of these options, you will be presented with a list of the varying levels of this content. Use the remote’s navigation arrows to scroll through the list to the lowest level of the content you wish to block and press “OK” on your remote. This will automatically lock all content beyond that level. All content that is currently locked will have a lock icon beside it. To unlock any of this content, highlight and press “OK” again. The lock icon should disappear.

    • Channel Locks: You will be presented with a complete list of available channels. Use the remote’s navigation arrows to scroll down to the channel you wish to block and press “OK” on your remote. A lock icon should appear beside all locked channels. To unlock, highlight the channel and press “OK” again. The lock icon should disappear.

    • Title Locks: You will be presented with a list of all locked programs. You can lock a specific show from within the Program Guide by navigating to the show and pressing the “Info” button on your remote. On the “Info” screen, use the remote’s navigation arrows to highlight the lock icon and press “OK” on your remote. You will now be given the option to block the channel or the program. Navigate to your desired lock field and press “OK.” If you would like to lock a program you do not see on the guide, you may also search for the program, highlight it within the search results, press “Info” on your remote, and select to lock it. For information on how to search for a program, visit the How do I search for a show? portion of the FAQ.

    • Service Locks: Here you have the option to lock the use of Video On Demand. Use the remote’s navigation arrows to highlight “Video On Demand” and press “OK” on your remote.

    • Hide Titles: Here you have the option to hide Adult & TV-MA programs, Adult programs, or no programs. Use the remote’s navigation arrows to highlight your desired action and press “OK.” This will not affect which programs, channels, and content are locked, but instead will determine which programs the guide displays.

    • Master Locks: Here you have the option to temporarily bypass or to remove all locks. Use the remote’s up and down arrows to scroll to your desired action, and use the right and left arrows to change “No” to “Yes.” You will then receive the option to confirm the change or cancel. Scroll to your choice and press “OK.”


ZTE IPTV B703V3/B703V3A


  1. Press the “Menu” button on your remote.
  2. Use your remote’s navigation arrows to highlight “Self Care” and press “OK” on your remote.
  3. Scroll down to “Parental Control” and press “OK.”
  4. If you have already created a password, you will now be asked to enter it in order to continue.
  5. Next you will be presented with the option to “Block by Rating,” “Block by Channel,” or “Change Password.”
  6. Use your remote’s navigation arrows to scroll to your desired blocking field and press “OK.”
  7. If you have not yet created a password, you will now be asked whether you wish to set one. Navigate to “Yes” and press “OK” on your remote.
  8. Use the numbers on your remote to enter your desired password. Navigate down to the “Confirm Password” field and re-enter the password. Navigate to “OK” and press “OK” on your remote.

    • Block by Rating: When you select this field, you will see a list of all possible ratings. Scroll to each of the ratings you wish to block and select by pressing “OK” on your remote. When you have blocked all the ratings you wish to block, press the green “D” button to complete.

    • Block by Channel: When you select this field, you will see a list of all possible channels. Scroll to each of the channels you wish to block and select by pressing “OK” on your remote. When you have blocked all the channels you wish to block, press the green “D” button to complete.

    • Change Password: When you select this field, you will have to enter the “Old Password” in order to create a new password. When you have entered the current password, navigate down to the “New Password” field and use the numbers on your remote to enter the new password. Then scroll down to “Confirm” and re-enter the number combination before navigating to “OK” and pressing “OK” on your remote.

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How do I use the Favorites List?

Cisco 8540HDC/8550HDC/8640HDC/8642HDC



To view your Favorites List:

  1. Press the “Settings” button twice to access the “More Settings” screen.
  2. Use the navigation arrows on your remote to scroll down to “Viewer: Favorites.”
  3. Highlighting this will automatically reveal a complete list of Favorite Channels and their coordinating channel numbers in the far right column on your screen.

To add channels to your Favorites Lists:

  1. Press the “Settings” button twice to access the “More Settings” screen.
  2. Use the navigation arrows on your remote to scroll down to “Viewer: Favorites.”
  3. Press the “OK” button to view a complete list of channels in the middle column.
  4. Navigate to each channel you wish to Favorite, and select by pressing “OK.”
  5. A blue ribbon symbol should appear beside each channel you have added as a favorite.
  6. When you are finished, accept changes by pressing the yellow “A” button on your remote.

To remove channels from your Favorites Lists:

  1. Press the “Settings” button twice to access the “More Settings” screen.
  2. Use the navigation arrows on your remote to scroll down to “Viewer: Favorites.”
  3. Press the “OK” button to view a complete list of channels in the middle column.
  4. All Favorite Channels will be marked with a blue ribbon symbol.
  5. Highlight those you wish to remove and press “OK” on your remote.
  6. When all unwanted channels have been removed, press the yellow “A” button to accept changes.

To easily access Favorite Channels:

  1. Press the “Fav” button on your remote to automatically move to and between your Favorite Channels.


Motorola DCX3200/DCX3400/DCX3510




To view your Favorites Lists:

  1. Press the “Menu” button on your remote to bring up the Quick Menu.
  2. Scroll to the heart icon, and press “OK” on your remote.
  3. You will now be presented with all of your Favorites Lists.
  4. Highlight your desired list and press “OK” on your remote to open.

To add channels to your Favorites Lists:

  1. Press the “Guide” button on your remote to bring up the Program Guide.
  2. Use the remote’s navigation arrows to scroll to the channel you wish to add to your Favorites and press the “Info” button.
  3. On the next screen, navigate to the heart icon and press “OK.”
  4. You will now have the option to add to an existing list, by highlighting the list and pressing “OK,” or to create a new list by navigating to the “New” option at the bottom of the screen and pressing “OK” on your remote.

To remove channels from your Favorites Lists:

  1. Press the “Menu” button on your remote to bring up the Quick Menu.
  2. Use the remote’s navigation arrows to scroll to the heart icon and press “OK.”
  3. You will now be able to select one of your Favorites Lists by highlighting and pressing “OK.”
  4. Once you have selected the list, scroll to the channel you wish to remove, and press “Info.”
  5. Now scroll to the heart icon and press “OK” on your remote.
  6. You will now have the option to delete the channel from the list, to move it to another list, or to do nothing. Select your choice by highlighting and pressing “OK.”

To easily access Favorite Channels:

  1. The “Fav” button on your remote will allow you to automatically move between Favorite Channels. If you have multiple Favorites Lists, the button will cycle between the channels listed on your most recently used list.
  2. To change lists, press “Menu” until you reach the Quick Menu and then select the heart icon.
  3. On the next screen, you can select your desired Favorites List by highlighting and pressing “OK” on your remote. Once you have done this, the “Fav” button will cycle through the channels on that list.


ZTE IPTV B703V3/B703V3A


To view or create a Favorites List:

  1. Press the “Fav” button on your remote.
  2. You will now have the option to either create a new list or to access your existing Favorites Lists.

    • To view a list of the channels you have already added as favorites, use the remote’s navigation arrows to highlight “Default Favorites List” or any other list you have created and press “OK.”

    • To view a list of the channels you have already added as favorites, use the remote’s navigation arrows to highlight “Default Favorites List” or any other list you have created and press “OK.”

To add a channel to your Favorites Lists:

  1. You can add a single channel to a Favorites List from the Program Guide by highlighting the channel, pressing the yellow “A” button, and selecting “Add Channel to Favorites.”
  2. To add multiple channels to a Favorites List by pressing the “Fav” button on your remote.
  3. On the next screen, use your remote’s navigation arrows to scroll down to your desired Favorites List and press “OK.”
  4. Press the yellow “A” button to reveal options, and navigate to the “add new channel” option. Press “OK.”
  5. You will now be presented with a complete list of channels. Scroll to all channels you wish to add as favorites and select by pressing “OK.”
  6. When you have finished, press the green “D” button.

To remove a channel from your Favorites Lists:

  1. Press the “Fav” button on your remote.
  2. On the next screen, use your remote’s navigation arrows to scroll down to your desired Favorites List and press “OK.”
  3. Scroll through the list to the channel you wish to remove, and press the yellow “A” button to reveal options.
  4. Navigate to the “delete” option and press “OK.”

To easily access Favorite Channels:

  1. Press the “Fav” button on your remote.
  2. Use the remote’s navigation arrows to navigate to the appropriate list and press “OK.”
  3. Scroll to the desired channel and press “OK” again.

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What if I am missing a channel?

First, verify the channel is included in the Fioptics TV tier you have purchased. To make sure you should be receiving the channel, refer to the Channel Guide or the What channels are available? portion of the FAQ. Once you confirm you should be receiving the channel, your next step will be determined by whether you have a set-top box.

If you have a set-top box: First disconnect the power cable on the set-top box, either from the wall outlet or from the back of the device. Wait 30 seconds, and then reconnect the power cable. The set-top box may now take up to 2 minutes to initialize, and you may need to press the power button to fully boot the box back up. If the screen displays a message that the set-top box is not authorized for use, you may need to repeat the process. When the set-top box has fully loaded, try to access the channel again.

If you do not have a set-top box: You will need to run the auto-program feature on your television to locate the missing channel. On most televisions, this program is located under the "Menu" or "Setup" preferences. Auto-program will scan all available channels and program your television to receive them properly. If you are unable to locate auto-program, contact the television’s manufacturer for further assistance.

If the channel is still missing from your display, contact Technical Support (513-565-9890) for further assistance.

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How can I change or modify my Fioptics service?

To alter your existing Fioptics account by adding, changing, or removing services, simply call 513-565-9890. When prompted by the automated message, verify that you wish to "add, change, or remove services” by pressing or saying the number listed in the message. Any alterations to an existing service (i.e. adding channels to an existing account, altering speeds on your internet connection) can usually be made immediately. For more substantial changes, such as adding Internet service or additional set-top boxes, a technician visit may be required and the Customer Service agent will advise you of the scheduled date of install.

You can also make most changes by visiting a Cincinnati Bell Store or by signing into or creating your online MyAccount

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How do I understand my bill for Fioptics services?

There are 4 distinct pieces of information that will make up your Fioptics bill.

Package Monthly Service Fee: This is the cost of the set of channels you have purchased (the Basic, Preferred, Elite, or Max Package) as well as any Premium Channels you have added to your account (such as HBO, Showtime, Starz, etc).

Equipment Fees: This includes the rental of standard- or high-definition set-top boxes, digital video recorders (DVR service fee will be listed with the TV package details), and CableCARDs.

Bundle Rebate: Cincinnati Bell offers a discount when you bundle your services. The more you add the more you save and this appears as a monthly credit to your services.

Monthly Charges: This is the charge from any Pay-Per-View and Video On Demand content you ordered. These are not recurring monthly charges and will appear on your bill only when you purchase billable content.

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How do I configure my television to use Fioptics TV service without a set-top box?

Depending on your location, you may not need a set-top box to access the channels included in our Basic and Preferred Packages. To configure your cable-ready television for either of these packages, connect the coaxial cable directly into the Ant/CATV input on the back of your TV and set the tuner on your television to "Cable" or "CATV" (as opposed to "Antenna" or "ANT").

When the tuner is set, you may need to run through an "auto-program" feature on the TV to detect all the available channels. The location of the auto-program feature varies between different televisions, but should be available somewhere in the “Menu” or “Setup” portion of the television's functions. Once the TV has scanned and programmed the channels, you should be able to successfully view the Basic or Preferred Channels you have purchased.

If you would like to be eligible for the channels included in our Elite or Max Packages, or for the optional Premium Channels, we also lease CableCARDs. If you have a CableCARD-enabled device (i.e. Series3 Tivo, Television, Computer), we can provision the CableCARD to allow these digital services; however, the CableCARD will not allow access to Video On Demand or our interactive channel guide as a set-top box would.

For information on leasing CableCARDs, please call Customer Service (513-565-9890), visit a Cincinnati Bell Store, or sign into your MyAccount

Click here for detailed Remote Control Instructions.

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How do I configure my television to use Fioptics TV with a set-top box?

This depends whether your set-top box is connected to your television by a coaxial cable or component video/composite audio cables. If you are using a standard-definition television, the technician may have installed the set-top box either way. If you are using a high-definition television, the technician will have installed the set-top box using component video and composite audio cables or a HDMI cable.

If you are using a coaxial cable: You will need to tune your television to Channel 3. You should then be able to view programs from the set-top box.

If you are using component video/composite audio cables or a HDMI cable: You will need to select the proper input on your television. Your television remote should have a button, probably labeled “Input” or “Source,” that allows you to cycle through the various inputs. When you reach an input that allows the television to display the set-top-box interface, be sure to note which input was successful. If, in the future, you experience a black screen, the television may be set for the incorrect input and changing to the correct input should correct the problem.

If you would like to add a set-top box to your account, call Customer Service (513-565-9890), visit a Cincinnati Bell Store or sign into your MyAccount.

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How do I use my set-top-box remote?

The remote is able to control all the functions of your set-top box. If properly programmed, it will also control basic functionality of your television, as well as a DVD player and other devices. When your service is installed, our technicians will configure the remote for your set-top box and the connected television.

The set-top-box remote contains basic up and down controls for Volume (VOL) and Channel (CH) as well as a “Guide” button that will bring you to the set-top box’s interface. The Guide displays current program information, programming options for the optional DVR service, and details about future programs. The "Settings" button on your remote will provide access to the configuration options, which allow you to adjust how the set-top box sends video and audio signals to your television. This includes aspect ratio, volume settings, and closed captioning options.

You can find more information about your remote on your set-top box.

If you are using a Cisco or Motorola set-top box: Access Video On Demand by pressing the “On Demand” button near the center of your remote. Now use the remote’s navigation arrows to scroll down to “Fioptics Tutorials” and press the “OK” button between the navigation arrows. Now select “Motorola set-top box” by pressing “OK.” Scroll down to “Using The Remote” and press “OK” again. Using the same buttons, scroll to and select the eye icon at the bottom of the screen to view the free video tutorial.

If you are using a ZTE IPTV set-top box: Press the “Menu” button on your remote. Now use the remote’s navigation arrows to highlight “Self Care” and press the “OK” button between the arrows. Using the same buttons, scroll down to the bottom of the list and select “Help.” Here you can read more about your remote by using the navigation arrows to move across the remote diagram.

You can also find more information on your specific remote by clicking the image below.


NOTE: You can locate your remote’s model number on the back side of the remote, near the top.

If you are having issues with your remote, visit the How do I program my remote to control other devices? and the What if my remote no longer controls my set-top box? portions of this FAQ.

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How do I program my remote to control other devices?

The remote we provide with your set-top box is a universal remote. This means it can be programmed to control a variety of devices. At the time of installation, our technician should program the remote to work with your television. If you need to reprogram the remote for your TV or program it for an additional device, such as a DVD player, it is possible to do so. For detailed instructions, click on the remote you are using below.


NOTE: You can locate your remote’s model number on the back side of the remote, near the top.

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What if my remote no longer controls my set-top box? (Why isn’t my remote working?)

To correct this problem, press the “CBL” or “STB” button on your remote. This button, which orients the remote to the set-top box, should light up red when pressed. If it does not, you may need to change the batteries in the remote. Fresh batteries often resolve remote issues. If the buttons illuminate but you still cannot operate the set-top box, you may need to reprogram your remote for the set-top box. Your next step will depend on which kind of set-top box you are using.

If you are using a Cisco set-top box: Press and hold the “Setup” button in the top left corner of your remote and the yellow “A” button until the “CBL” or “STB” button flashes twice.

If you are using a Motorola set-top box Press and hold the “Setup” button in the top left corner of your remote and the blue “B” button until the “CBL” or “STB” button flashes twice.

If you are using an IPTV ZTE set-top box: Press and hold the “Setup” button in the top left corner of your remote and the red “C” button until the “CBL” or “STB” button flashes twice.

At this point, your remote is reprogrammed for your set-top box. If the remote still is not functioning, please call Technical Support (513-565-9890), sign into your MyAccount or visit a Cincinnati Bell Store to receive a new remote.

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How do I access Video On Demand?

With any of our set-top box Fioptics TV Packages, we offer access to our Video On Demand (VOD) service. To access VOD, tune your set-top box to Channel 1, or press the “On Demand” button near the center of your remote. The first time you use this service after powering on, it may take up to 3 minutes to load. After its initial loading, the service should only take 15-25 seconds to load each time you access it.

When the Video On Demand menu appears on the screen, you can select the category and content you wish to view. Some content is free of charge and some has a fee. Any fees will be clearly displayed as you make the purchase and the network will ask for your confirmation. Any incurred VOD fees will be added to your monthly bill. If you have concerns about limiting access to Video On Demand, you can enable the Parental Controls feature on your set-top box. This will allow you to require a Pin Code to complete any transactions. For more information, visit the How do I set Parental Controls? portion of this FAQ.

If you wish to disable Video On Demand and Pay-Per-View content entirely, or if you are having trouble accessing it, please contact Technical Support (513-565-9890).

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How do I control playback of Video On Demand?

Once you have made your purchase, you can control your Video On Demand content with your remote control. Utilize the standard playback controls on the lower part of the remote: pause, fast forward, or rewind at any time. If you change channels to watch live content, return to your Video On Demand purchase by pressing the “On Demand” button near the center of your remote. To resume playback, you will need to access the content from within the "Saved Programs" or “Suspended Programs” folder.

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What if I have no picture or sound on my set-top box?

First, verify that the set-top box and the television are both powered on. Make sure to press the power button on the actual set-top box and television, instead of using the remote. If there is still no video, check that your TV is set to the correct input. If you are unsure which input you have previously used, cycle through all available inputs using your television’s “Input” or “Source” button.

If this does not correct the problem, disconnect the power cable from the back of the set-top box. Wait 30 seconds, and then reconnect the power. The box should begin to initialize automatically after a moment. If it does not, press the power button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television.

If there is still no picture or sound, contact Technical Support (513-565-9890).

NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to download the program listings completely again. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.

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What if I am having picture issues? (Why is my TV’s picture distorted?)

If the issue is occurring on more than one television: Please make a note of any error messages you are receiving and contact Technical Support (513-565-9890).

If the issue is only occurring on one television: Verify that all cables are tightly connected to the wall outlet, the television, and, if you have one, the set-top box. If this does not correct the problem, power down and disconnect all devices. Wait 30 seconds, and then reconnect and power back up. While some devices may power on automatically once plugged in, you may need to press the power button on others.

If the problem persists, check if you experience the same issue when the television is in use with an alternate video source (DVD player, VCR, etc.). If so, the issue resides within your television, and you will need to contact the product’s manufacturer for more information. If you only experience the issue with one TV and with our service, use the information below to correct the problem.

  • Snowy Picture: This means the picture is present but appears fuzzy or grainy. If your television is connected to an outlet or set-top box with a coaxial cable, verify that the TV is on Channel 3 and the cables are tightly connected.
  • Blue Screen: If there is a VCR connected between the outlet and the TV, use the VCR remote to set the VCR to Channel 3 or 4. If this does not correct the problem, verify your TV is set to the correct input. Use the TV remote to cycle through all available inputs by pressing the “Input,” “Source,” or “Video” button.
  • Wavy, Horizontal, or Zigzag Lines: This problem is usually caused by loose or dirty connections. Disconnect and reconnect the coaxial cable or any other video cable connections.
  • Small Picture: If this problem only occurs on one channel, then the content is being broadcast in that format and cannot be changed. If it occurs on all channels, it may be a setting on the TV for aspect ratio. Consult your television’s manual or its manufacturer.
  • Pixelated or Tiled Image: This problem can usually be fixed by tightening all cables or by briefly powering down and disconnecting all devices to rest, and then reconnecting and powering back up.

If the problem persists, contact Technical Support (513-565-9890).

NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to download the program listings completely again. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.

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What if I am not receiving the HD-quality picture that I'm expecting?

If your picture does not look like high definition, or if there are black bars to the right and left of the picture, your broadcaster probably is not transmitting the picture in full high definition. Refer to your Program Guide to see if “HD” is listed next to that program.

If you would like to have your picture fill the entire screen, refer to your TV manual for full details.

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