Frequently Asked Questions

Do you have questions about altafiber? Scroll down to find answers about how this news will impact you. 

Residential Customer Questions

 

What should I know about the name change and how it impacts your deep roots in the community?

We understand that the brand “Cincinnati Bell” has equity throughout Greater Cincinnati. That said, the brand no longer reflects our transformation into a technology company that is investing billions of dollars into a fiber network that will blanket our operating territory. Our investment in fiber will position altafiber to serve this area for the next 150 years.

While the name will change, our commitment to the communities we serve, and our corporate culture, stays the same. altafiber and its employees will continue to support community initiatives – particularly those that provide increased access to education, employment, and healthcare opportunities – and remain passionate about sustainability, safety, and diversity and inclusion initiatives.

If the company will be expanding its fiber footprint more rapidly, when can I expect to receive fiber-based Internet at my home? Is there somewhere I can check?

We are committed to rapidly expanding our fiber network within our operating service areas. Our goal within the next 5 years is to have fiber available to every home and business. Click here to enter your information and one of our Fioptics Specialists will reach out to advise of the products and services available at your location.

What changes will I see and when with respect to your website, your customer service, billing, and other ways I interact with your company?

Today’s announcement is the first step in what will be a 6-9 month transition of our brand to altafiber. Our branding will continue as Cincinnati Bell for the time being, but we will leverage various marketing assets to remind customers that we are in the process of transitioning to altafiber.

For example, when customers access our web page, they will see a splash page announcing the transition, and then be directed back to the current web site so they can continue their business with our company. When customers call our support lines, our welcome message will include a reminder of the impending brand change before the customer is transferred to a customer service representative.

What impact will the name change have on me?

The name change will have minimal impacts on customers, other than we are committed to building out our fiber infrastructure and bringing enhanced Internet products to the communities we service. Our processes, policies, and procedures will remain the same with regard to serving our customers. You will send your bill payment to the same place, you will receive your bill as you always have, you will still be able to call, chat, or e-mail us for any help you might need. We are still your local home town company and our employees are your friends, family members, and neighbors in your community.

Will this change how I contact you for support?

No. All of our contact numbers, email and chat links will remain the same for now.

Are the social media links (Facebook, Twitter, TikTok, Instagram, Google, LinkedIn, Reddit, YouTube) or your website address changing? If I choose to contact you via social media, should I still tag cincinnatibell or should I tag altafiber?

No. At this time our website and all social media links will be remaining the same, you should still tag @cincinnatibell on Facebook, LinkedIn, and Instagram, and @cincybell on Twitter and TikTok.

Will the URL and log in information for MyAccount or your website change?

Not at this time. If a change happens in the future, you will receive a notification prior to any changes being made.

Should I change payments to go to altafiber now?

Not at this time. If a change happens in the future, you will receive a notification prior to any changes being made.

Will monthly bills be changing?

We will continue to bill you in the same format you are currently billed. You will see our branding change reflected on your bill over the coming months. Additionally, we are in the process of enhancing our current bill view, which will be released this summer.

If I have a contract with you, is it still valid?

Yes, at this time there will not be any changes to contracts.

Will account numbers remain the same?

Yes.

Are your apps on cell phones changing?

Not at this time. If a change happens in the future, your will receive a notification prior to any changes being made.  

Will @fuse.net, @zoomtown.com, @fioptics.com email be changing to @altafiber.com?

No, your email address will not be changing.

When will the brand name change on corporate buildings, retail stores, and vehicles?

We will be updating the signage on our office building, retail stores, and vehicles over the coming months.

Will you raise my prices as a result of this change?

Providing our customers with the great service they have come to expect remains our number one priority. We work hard on your behalf to hold prices as low as possible. Due to rising TV content costs and continued upgrades to our network, a necessary rate increase may happen from time to time. We value you and are committed to providing you with the latest products and technical advancements, while maintaining the highest level of reliability and service.

Will the order I placed before the rebrand still be fulfilled?

Yes.

Who do I contact for more information?

Please send an email to CBisnowaltafiber@cinbell.com

Business Customer Questions

 

How will this change impact me?

Customers will not see any changes in their service as a result of this branding change. We will continue to provide customers with the same great service they have come to expect from our company, and we look forward to expanding our fiber network and IT services solutions.

What changes will I see and when with respect to your website, your customer service, billing, and other ways I interact with your company?

Today’s announcement is the first step in what will be a 6-9 month transition of our brand to altafiber. Our branding will continue as Cincinnati Bell for the time being, but we will leverage various marketing assets to remind customers that we are in the process of transitioning to altafiber.

For example, when customers access our web page, they will see a splash page announcing the transition, and then be directed back to the current web site so they can continue their business with our company. When customers call our support lines, our welcome message will include a reminder of the impending brand change before the customer is transferred to a customer service representative.

What should I know about how this branding change will impact my service?

Our company is committed to consistently delivering an outstanding customer experience. With respect to this announcement, please note the following:

  • We will continue to treat customers like our friends, family members, and neighbors – because that’s who our customers are.
  • You will continue to be served by your current account team, with all of the same services, software, and IT support that you experience today.
  • We look forward to leveraging an expanded fiber network and expanded IT services offerings to deliver superior integrated offerings for our customers.

Should I expect any changes with my account team or services?

No. You will continue to be served by your current account team. We look forward to leveraging an expanded fiber network and expanded IT services offerings to deliver superior integrated offerings.

Our processes, policies, and procedures will remain the same with regard to serving our customers. You will send your bill to the same place, you will receive your bill as you always have, you will still be able to call, chat, or email us for any help you might need. We are still your local home town company and our employees are your friends, family members, and neighbors in your community.

Do existing contracts need to updated?

No. At this time there will not be any changes to contracts.

Do payment processes/systems need to be updated?

No actions are needed at this time.

Who do I contact for more information?

Please send an email to CBisnowaltafiber@cinbell.com