40
ACCOUNT SUPPORT - Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
What if I am not receiving the HD-quality picture I expected? Refer to the Interactive Program
Guide (IPG) to determine if the program is broadcast in HD. If there are black bars to the right and left
of the picture, in most instances your broadcaster is not transmitting in full HD. If you would like to have
your picture fill the entire screen, refer to your TV manual for details.
What do I do if I am getting poor reception or the picture on the TV screen is distorted? To
experience better picture quality, reboot your set-top box and turn off any unused boxes. Also, make
sure that the set-top box is connected directly to the cable outlet. Reconnect and hand-tighten any loose
cables. Ensure that the WAN port on your primary box is securely connected to the LAN port on your
gateway with an Ethernet cable.
What do I do if my IPG isfrozen? Reset your set-top box. Unplug the box, wait a few seconds, then
plug it back in. Please note, it may take a few minutes for the software to update and the IPG to become
operational again.
What if I have no picture or sound on my set-top box? First verify that the set-top box and TV are
both powered on - press the POWER button on the actual set-top box and television instead of using the
remote. Also, for no sound, make sure (mute icon) is not pressed, and try turning up volume. Check that
your TV is set to the correct input by pressing the INPUT or SOURCE button on your TV to cycle through
all available inputs. In some cases, a reboot of your set-top box can resolve the issue. To manually
reboot your set top box, simply disconnect the power cord from the back of the box. Wait at least 30
seconds and then reconnect the power. The box should begin to initialize automatically - 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 your set top box doesn’t restart automatically within a few minutes,
press the POWER button on the device. If you still have no picture or sound, contact Technical Support
at 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 completely download the program listings.
Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings
occurring at that time.
How do I know if I have the correct cables plugged into the set-top box? Make sure that when
you are plugging in the cable, you pay very close attention to the pages in this guide that show you
graphics of where the cables go. Your set-top box will require the cables are properly inserted.
How do I program my Titan 2056 remote control to other devices such as (TV, DVD Player,
Etc.)? Visit https://www.urcsupport.com/cincinnati-bell-fioptics. Instructions for setting up the remote to
other devices are listed here.
What does the “account is locked” error message mean? Your email is currently being
accessed. Double check to make sure that no one else or no other program is trying to check the same
email account at the same time. Please note: you might see this error message if you leave your email
running at home and then try to check your email from another location. If you are certain that no other
program or person is trying to check your email, then shut down your email and leave it off for at least
15 minutes before trying again. If you still receive the same error message after rebooting, please
contact altafiber’s customer service department.
Why can I load some web pages but not others? Typically, this means that the server hosting the
web page you’re trying to access may be down or that the web page has moved. Verify that you have
the correct URL. Alternately, the web page you’re trying to access may be too busy. Wait a few minutes
then reload the web page.
What is Buried Wire? At some homes, our network wiring is not present. Buried wire is required
when there is an obstruction between our network wiring and the home, such as a sidewalk, street,
driveway, etc. When connection can be made without crossing a barrier, the altafiber Technician can lay
a temporary wire (typically over grass or dirt), and later buried by our Buried Wire team. See page 42 for
more information.
ACCOUNT SUPPORT – Help when you need it
To Next Page
Loading...
