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Help Center / Home Phone / Service Issues

Service Issues

Yes, your existing phones will continue to function, and you will receive the same great features and reliability that you experienced with our voice services in the past. The only difference is that the service will be carried over fiber, which is more efficient, reliable, and durable than copper wire.

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Will my phone service still work if the power is out?
Why can't I make long distance calls?

If you are unable to make outbound calls:

If possible, use a cell phone or alternate phone line to call the affected number.
 
Make a note of whether you hear ringing, your own voicemail message, or an automated message about why the call cannot be completed.

Then use the unaffected phone to contact Technical Support 513-565-9890 for further assistance.

See Also
Will my phone service still work if the power is out?
My phone is not working.

If you do not have a dial tone, there may be a problem with the phone, the phone jack, or the internal wiring in your home or business. 

If the ringer is on and the dial tone is present, check if you can make outbound calls. If the problem persists contact Technical Support (513-565-9890) for further assistance.

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My phone is not working.
Why can't I make long distance calls?

This may be caused by a problem with the internal wiring in your home or business, the phone jack, or the phone itself.

If the dial tone is missing from all phones, there may be an issue with your internal wiring. To test this, connect your phone directly to the Optical Network Terminal (ONT) or to the main jack/phone box in your home.

If you hear a dial tone, there may be an issue with the internal wiring. Call Technical Support at 513-565-9890. Charges may apply to resolve internal wiring issues.

If the dial tone is missing from one or some of the phones, there may be an issue with a phone jack. Test this by plugging the affected phones into different, working phone jacks.
If you are able to get a dial tone by plugging the affected phone into a different jack, the original jack is most likely defective.

To have a jack repaired in your home, contact Technical Support at 513-565-9890 and request a visit from a technician.
 
If you still experience the problem with a different jack, the phone is probably the issue and will likely need to be repaired or replaced. Contact the manufacturer for further assistance.

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Can my current phones work with Fioptics phone service?
I hear noise on my phone line, what do I do?

Try to narrow down the problem by unplugging 1 phone from the wall at a time. Make sure after you unplug a phone to check and see if your static went away on your other phones. If you have only 1 phone try moving the phone to a different phone jack and see if the static goes away.

See Also
Will my phone service still work if the power is out?
I want to add or remove additional phone lines from your account

Try to narrow down the problem by unplugging 1 phone from the wall at a time. Make sure after you unplug a phone to check and see if your static went away on your other phones. If you have only 1 phone try moving the phone to a different phone jack and see if the static goes away.

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I cannot make calls from my home phone, what do I do?
Why can't I make long distance calls?

To change your home phone 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 My Cincinnati Bell account.

See Also
Can my current phones work with Fioptics phone service?
I cannot make calls from my home phone, what do I do?

If you are unable to receive incoming calls, first check that your phone's ringer is turned on and verify the phone has a dial tone. If you do not have a dial tone, this may be caused by a problem with the phone, the phone jack, or the internal wiring in your home or business. If the ringer is on and the dial tone is present, next you will need to check whether you can make outbound calls. 

If you are able to make outbound calls: If possible use a cell phone or alternate phone line to call the affected number. Make a note of whether you hear ringing, your own voicemail message, or an automated message about why the call cannot be completed. Then use the affected phone to contact Technical Support (513-565-9890) for further assistance.

See Also
Can my current phones work with Fioptics phone service?
I want to add or remove additional phone lines from your account

It’s important to make sure you have long distance service on your account. You must have long distance service to be able to make a long distance call.

Having a long distance block on your account would also keep you from being able to make long distance calls.

Please call 513-565-2210 to verify that you have long distance service and do not have a long distance block on your account. 

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Why can't I make long distance calls?
I don't have dial tone, what do I do?

In order to operate, the equipment we install requires access to an electrical outlet. If you lose power, you will need be served from copper facilities or if served by fiber, a battery backup is required at an additional charge to maintain your voice operations for 4 to 8 hours. However, any powered, cordless phone that plugs into an electrical outlet also requires power, so while the backup battery will maintain your service, your phone may lose power. In the event of a power outage, we recommend the use of a corded phone, which will allow you access to your voice operations as long as the backup battery has power.

See Also
I hear noise on my phone line, what do I do?
Why can't I make long distance calls?