Do I need new equipment?

No, 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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How many phones can I connect to the service?

This depends on the style of your phones. While technically there is no maximum number of phones you can connect to the service, you may experience quality issues when using more than 5 older phones that do not connect to a power outlet. If you are using cordless or powered phones, the number of devices connected will not affect the quality of your service.

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What if I lose power?

The equipment that delivers Fioptics Voice to your home requires access to an electrical outlet to operate. Depending on the equipment and the delivery method of service to your home, you may be required to pay a one-time fee if you wish to have battery back-up for your voice services. The battery back-up is not required, but will allow you to maintain voice operations for up to 8 hours in the event of a power outage.

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How do I get technical support?

For any issues with your phone, you can dial 611 from your handset. If the device is not working at all, you can dial Cincinnati Bell Technical Support (513-565-9890) from any phone. We provide phone-based technical support 24 hours a day, every day of the year. You can also use our Interactive Help Tool.

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What features are available with this service?

Fioptics Voice brings you all the same great features you had with your previous home-phone service. This includes Caller ID, Voicemail, Call Waiting, Call Forwarding, Three-Way Calling, One Reach Plus, and more. To learn more about our features, click here, or feel free to call Customer Service (513-565-9890) or visit a Cincinnati Bell Store near you with any questions about which features are available with your specific account.

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What if is there no dial tone? (Why isn’t my phone working?)

This may be caused by a problem with the phone, the phone jack, or the internal wiring in your home or business. If the dial tone is missing from all the phones in your home or business, see the Internal Wiring Issue subheading below. If the dial tone is only missing from one or some of the phones in your home or business, see the Phone or Phone Jack Issue

Internal Wiring Issue: If the dial tone is missing from all the phones in your home, 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 in your home. One of the three ONTs shown below will have been placed at the time of Fioptics installation.

If you live in an apartment or town home, the ONT may not be present inside your unit. If you do not have an ONT in your home, you may instead have a main phone jack that all your service originates from. This jack is normally located in a utility closet, but location may vary depending on how the building was wired. If you have access to either the ONT or the main jack, try directly connecting your phone to either. If you are able to get a dial tone this way, the issue resides in your internal wiring. Internal wiring issues are often covered if you have subscribed to Wire Care or Complete Care.

• To make a claim with Wire or Complete Care, call 513-565-2273.
• To find out how to purchase Wire or Complete Care, call 513-566-2210 (residential) or 513-566-5050 (business) or visit a Cincinnati Bell Store near you.

If you are still unable to get a dial tone when the phone is plugged directly into the ONT or main jack, contact Technical Support (513-565-9890) for further assistance.

Phone or Phone Jack Issue: If only specific phones are affected, there may be a problem with the phone jacks those phones are plugged into. 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 (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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What if I can't receive incoming calls?

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, refer to the What if there is no dial tone? section of the FAQ. 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.

If you are unable to make outbound calls: When you try to make a call from the affected phone line, you should receive an automated message in relation to why the call could not be completed. Note the automated message and contact Technical Support (513-565-9890) with this information for further assistance.

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How do I check my voicemail?

With Fioptics Voicemail, you can quickly and easily check your messages from your home phone or online.

To check your voicemail from your home phone: Using any of your home phones, dial your own phone number. You will then be prompted to enter your password followed by the “#” key. You may also retrieve your messages by calling your voicemail access number, which varies by area, and entering your password followed by the “#” key.

• Greater Cincinnati or Indiana: 513-554-1234
• Northern Kentucky: 859-392-1234
• Greater Dayton: 937-619-1234

To check your voicemail online: Simply log into or create your Cincinnati Bell My Account here. This will allow you to check your usage and your messages online and to make changes to your account online.

NOTE: If you have forgotten your voicemail password, you can reset it by logging into or creating your Cincinnati Bell My Account here. Once signed in, scroll to the correct phone line. Below the "Manage" heading you will see the option to change your voicemail password. Clicking this will bring you to a confirmation screen. Click “Reset Password” in the bottom, right corner of the screen to continue.

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