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TV

Common TV Questions
- Do I need landlord permission to install service in my apartment or rental? Do I need landlord permission to install service in my apartment or rental?
  
  Yes, we do require a landlord permission slip be filled out before installation of service can begin. The landlord permission slip can be found on your order confirmation email or by clicking here.
- How do I make changes to my TV package? How do I make changes to my TV package?
  
  You can make changes to your TV package by going to your My altafiber account, calling (513) 565-9890, visiting a Retail location or chatting with us.
- How long will it take altafiber to install my TV service? How long will it take altafiber to install my TV service?
  
  The altafiber service technician will arrive sometime during the time frame window you were provided when placing your order (example: 8-12, 12-4, or 4-8). The time frame quoted is the arrival window for your technician. There may be situations when your technician does not arrive until the end of your time frame window. The completion of your service installation may extend past the quoted time frame.
  
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- Where can I find a user guide to my altafiber TV? Where can I find a user guide to my altafiber TV?
  Click the below link to view the altafiber TV user Guide.
  
  altafiber TV Welcome Guide
- Why can broadcast TV stations charge for carriage of their signals? Why can broadcast TV stations charge for carriage of their signals?
  
  Broadcast TV stations distribute their signals over the air, they use a free spectrum granted to them by the federal government. These same broadcast TV stations are then allowed by the government to charge for their signals.
  
  altafiber pays these broadcasters, a fee per channel, per month, per customer for the right to provide that programming service or channel to its customers. If we do not pay the fees that are required of the broadcasters, they can force us to remove their channels from our lineup.
- Why do you treat local broadcast TV stations differently than you do cable networks? Why do you treat local broadcast TV stations differently than you do cable networks?
  
  Broadcast TV stations distribute their signals over the air, they use a free spectrum granted to them by the federal government. These same broadcast TV stations are then allowed by the government to charge for their signals.
  
  altafiber pays these broadcasters, a fee per channel, per month, per customer for the right to provide that programming service or channel to its customers. If we do not pay the fees that are required of the broadcasters, they can force us to remove their channels from our lineup.
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Advanced Features
- How do I use Catchup TV? How do I use Catchup TV?
  
  Catchup TV allows you to watch programs that you have missed completely. You can go back up to 3 days ago and watch programs on Catchup TV-enabled channels. To access Catchup TV, go to the menu and scroll to the Catchup option, from there you will see a list of the channels and shows that allow the Catchup TV feature.
- How do I use Guide Filters? How do I use Guide Filters?
  
  Filters allow you to limit the channels that appear on your Guide. With a Favorites List applied as a Filter, your Guide will only display the channels that you have included in the applied Favorites List.
  
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- How do I use Reminders? How do I use Reminders?
  This feature allow you to schedule Reminders for upcoming programs that you want to remember to watch – now you never have to worry about missing an upcoming program you want to see.
  You can create a new Reminder from the Program Guide by selecting the program and then selecting Set Reminder.
  
  If you wish to cancel a Reminder, you may do so from two locations:
  
  From the Guide, select the program and then select Cancel Reminder
  
  From the Main Menu, select My Account and then select Reminders – select the Reminder you want to cancel
- How do I use Restart TV? How do I use Restart TV?
  
  Restart TV is a feature that allows altafiber Fioptics+ customers to go back to the beginning of a show that is already in progress. Restart TV channels are identified in the guide by their background color. Each background theme (Traditional, Transparent or Large Font) has a slightly different look.
  
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- How do I use the YouTube application? How do I use the YouTube application?
  
  With the latest Fioptics+ TV upgrade to your set-top box, you now have access to the YouTube application, which allows you to view YouTube videos right on your TV screen!
  
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- How do I watch TV on the go? How do I watch TV on the go?
  
  You can watch TV on the go through altafiber TV Everywhere. You will use your log-in information for your My altafiber account to log into the apps and websites of the TV Everywhere Channels. (Please note: apps and websites of the TV Everywhere Channels are owned and managed by the content provider, and not altafiber.)
  
  Below is the link to the available TV Everywhere channels.
  
  Click on the channel icon to watch online or on the iTunes or Google Play links to download the application to your device and watch from your tablet or smartphone. Please note that some apps may not be available for your device. When you access the app or site, a pop-up window may appear allowing you to sign in. If the window doesn't appear automatically, tap or click “Sign In” (or “Log In”) in the top corner of the window. This will present you with a list of TV providers. Scroll to and tap or click “altafiber.”
  
  When prompted, enter your My altafiber username and password.
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Equipment
- How do I set up/move an altafiber TV Atom DVR or Orbit HD set top box? How do I set up/move an altafiber TV Atom DVR or Orbit HD set top box?
  
  Yes, just follow the Wireless Set-Up (WAP) when moving your Set Top Box below. Be sure that you place your Set Top Box in a location with the strongest Wi-Fi connection as possible to the Gateway/modem which is indicated on the front LED screen of your Set Top Box.
  
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- How do I turn off or adjust the standby timer? How do I turn off or adjust the standby timer?
  Your standby timer defaults to automatically power off your set-top box after 4 hours of inactivity. You can adjust your standby timer setting to never power off or power off after 2, 4, or 8 hours. To adjust the standby timer, you will need to follow the steps below:
  
  Access the main menu by pressing the Menu button on your remote control.
  
  Navigate to the Settings menu by press the left/right arrows on your remote control. Press OK.
  
  Enter your settings password. If you have not changed your password, the default password is 1111.
  
  Navigate to Preferences and press OK.
  
  Navigate up to the “Standby Timeout” field, press OK.
  
  Use arrows left/right to find the timeframe for which you want your set top box to automatically power down when not in use. Press OK.
  
  Navigate down to the Apply button. Press OK. Your changes have now been updated for that box.
- How do I use my altafiber TV remote? How do I use my altafiber TV remote?
  
  The remote can control all of 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.
  
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- What equipment do I receive? What equipment do I receive?
  
  Your technician will bring and install your set-top boxes, one remote control for each box, a gateway, and in some cases an ONT.
- Why does my TV turn off automatically? Why does my TV turn off automatically?
  
  Your set top box has a standby timer that defaults to automatically power off your set-top box after 4 hours of inactivity. You can adjust your standby timer setting to never power off or power off after 2, 4, or 8 hours. Follow the steps below to adjust the standby timer on your set top box:
  
  Access the main menu by pressing the Menu button on your remote control.
  
  Navigate to the Settings menu and press the left/right arrows on your remote control. Press OK.
  
  Enter your settings password. If you have not changed your password, the default password is 1111.
  
  Navigate to Preferences and press OK.
  
  Navigate up to the “Standby Timeout” field, press OK.
  
  Use arrows left/right to find the timeframe for which you want your set top box to automatically power down when not in use. Press OK.
  
  Navigate down to the Apply button. Press OK. Your changes have now been updated for that box.
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Installation & Setup
- altafiber TV Wireless Set-Top Boxes Video altafiber TV Wireless Set-Top Boxes Video
  
  Watch the video below for step by step instructions on how to install your altafiber TV wireless set-top box.
- Do I need to be home for my installation? Do I need to be home for my installation?
  
  Someone over the age of 18 must be present for the entire duration of the installation.
- How do I self-install my service? How do I self-install my service?
  Locate your TV service below and select the appropriate self-install video to guide you through the process of installing your new TV service with altafiber.
  
  Fioptics+ TV with eero
  
  Fioptics+ TV with Google
  
  Fioptics+ TV
- How do I signup and login to use the Watch Fioptics TV App? How do I signup and login to use the Watch Fioptics TV App?
  
  First, you will need to download the version of the app you need.
  
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- What can I expect the technician to do during my altafiber TV install? What can I expect the technician to do during my altafiber TV install?
  
  Upon arrival, your altafiber technician will verify that someone over 18 will be present during the entire installation process, and, if you rent or lease, that you have a signed permission form from your landlord. Your technician will then perform an initial walk through to give you a personalized time estimate.
  
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- What do the icons on my altafiber TV guide mean? What do the icons on my altafiber TV guide mean?
- What do the lights on the front of the altafiber TV wireless box mean? What do the lights on the front of the altafiber TV wireless box mean?
  
  See the chart below for what the different lights and indicators on the front of the Atom DVR/Orbit HD Set Top Boxes mean.
- When is my installation appointment scheduled? When is my installation appointment scheduled?
  
  The details of your scheduled appointment can be found on the order receipt that was emailed to you from customercare@altafiber.com.
  
  If you didn’t receive this email, you can also find an Order Details message in your Message Center by logging into My altafiber Account.
- Will I need a technician to install these altafiber TV boxes if I upgrade? Will I need a technician to install these altafiber TV boxes if I upgrade?
  
  Yes, a technician will be needed to upgrade your current equipment to the Next Gen STBs. However, in the future a self-installation process will be possible.
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Troubleshooting
- All of my TV's are not working, what should I do? All of my TV's are not working, what should I do?
  
  In some cases a reboot of your set-top box can resolve the issue. After verifying you have internet services, 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 a reboot doesn't resolve your issue please make a note of any error messages you are receiving and contact Technical Support at 513-565-9890.
- How do I adjust the LED display brightness on my altafiber TV set-top box? How do I adjust the LED display brightness on my altafiber TV set-top box?
  
  Enter the setting menu and enter your password (default 1111). Scroll to and enter Hardware Settings.
  
  Scroll down and select "Front Panel Brightness" or "Front Panel Brightness (Night)" to adjust accordingly.
  
  Once adjusted to the desired levels, scroll dow to and select "Submit" to save settings.
- How do I adjust the picture size or aspect ratio on my set-top box? How do I adjust the picture size or aspect ratio on my set-top box?
  
  To adjust the aspect ratio, press the F1 on your remote control. Press multiple times to cycle between the various aspect ratios.
  
  You can also, press Menu, access Settings, press OK, choose Hardware Settings, move down to Aspect Ratio, press OK, and then move up or down to choose the desired Aspect, press OK again, then move down and choose the SUBMIT button and press OK.
- How do I reboot my altafiber TV set-top box? How do I reboot my altafiber TV 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.
- I can't access my DVR menu, what do I do? I can't access my DVR menu, what do I do?
  
  First verify that DVR is included in your package. You can check this by logging into your My altafiber account and clicking Overview under Digital TV. Under the My Programming tab you will see a list of add ons included in your current package. If you don’t see DVR or Whole Home DVR then you will need to call 513-565-2210 to have this feature added to your account.
  
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- I need help troubleshooting my altafiber TV equipment I need help troubleshooting my altafiber TV equipment
  
  Watch the video below for a guide on troubleshooting your altafiber TV Equipment.
- I see the message "channel out message" - what do I do? I see the message "channel out message" - what do I do?
  
  Try and change the channel up or down or manually enter a channel number. If that is not successful rebooting your set-top box my 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 the problem persists, contact Technical Support 513-565-9890.
- My altafiber TV Orbit HD set top box will not show my recorded shows from my altafiber TV Atom DVR My altafiber TV Orbit HD set top box will not show my recorded shows from my altafiber TV Atom DVR
  
  While this situation should not occur if both the Atom DVR and Orbit HD boxes have at least 3 bars of wireless connectivity, or if they are hard wired, if it does, simply reboot the Atom DVR box then reboot the Orbit HD. Please ensure they both have a minimum of 3 bars of wireless signal strength, if necessary attempt to relocate the set tops until 3 bars is achieved.
- My DVR did not record a show, what do I do? My DVR did not record a show, what do I do?
  
  In some cases a reboot of your set-top box can resolve the issue.
  
  To reboot 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 need further assistance, please call 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.
- Outage Search Outage Search
  
  Check here to see if your area is experiencing an outage.
  
  Outage Search
- What do I do if I am having picture issues on my altafiber TV set-top box? What do I do if I am having picture issues on my altafiber TV set-top box?
  
  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).
  
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- What do I do if I cannot access Video on Demand? What do I do if I cannot access Video on Demand?
  
  You will need to reboot your Set Top Box by unplugging the power cord for ten seconds and then power your device back on. Once your device is fully power on and you can watch TV try to access Video On Demand. If you still cannot view content please call 513-565-9890.
- What do I do if I see an activation code message on my screen? What do I do if I see an activation code message on my screen?
  
  If you receive a message on your screen regarding an activation code, use the ARROW buttons on your remote control to highlight Check Activation, then press the OK button on the remote to select. This should remove the message from your screen and allow you to continue with your programming. If the message remains on the screen please contact Technical Support at 513-565-9890.
- What do I do if my altafiber TV set-top box says 'boot'? What do I do if my altafiber TV set-top box says 'boot'?
  
  In some cases a reboot of your set-top box can resolve the issue.
  
  To reboot 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 need further assistance, please call 513-565-9890.
- What do I do if my altafiber TV set-top box will not power on? What do I do if my altafiber TV set-top box will not power on?
  
  Please verify you have it plugged into a working power source (you can verify the power source by plugging in a different device) and if it is plugged into a power strip make sure the power strip is plugged in. Verify the power cord from the wall to the set-top box is plugged in to the wall and the set-top box. If you need further assistance please call 513-565-9890.
- What do I do if my picture on my TV is freezing? What do I do if my picture on my TV is freezing?
  
  In some cases when your TV's picture is freezing you just need to 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 the picture on your TV is still freezing please contact Technical Support at 513-565-9890. 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.
- What do I do if my TV says no signal? What do I do if my TV says no signal?
  
  First verify that your set-top box is properly connected to your television and wall outlet. Then check that the set-top box and the television are both powered on. Make sure you press the power button on the actual set-top box and television, instead of using the remote. If there is still no signal, check that your TV is set to the correct input. Press the * key. If you are unsure which input you have previously used, cycle through all available inputs using your television's Input or Source button. If selecting the correct input does not correct the problem, disconnect the power cable from the back of the set-top box. Let the device rest for 30 seconds then reconnect the power. The box should begin to reboot 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. If you need further assistance please call 513-565-9890.
- What if I have no picture or sound on my altafiber TV set-top box? What if I have no picture or sound on my altafiber TV 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. 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.
- What if my remote no longer controls my altafiber TV set-top box? What if my remote no longer controls my altafiber TV set-top box?
  
  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 light up red, 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.
  
  Press and hold the SETUP button and the blue B button on your remote until the CBL or STB button flashes twice. This should reprogram your remote to control your set-top box. If your remote is still not functioning, please call Customer Service 513-565-9890 or visit an altafiber Store near you.
  
  See also: What if my remote no longer controls my TV or other devices?
- Why am I missing channels? Why am I missing channels?
  
  If you are not seeing all of your subscribed channels on the guide, it may be because your channel filters are not set to display all your channels. When your guide is displayed on the screen, each time you press the "Guide" button, the channel filters will toggle through all available filter options: All, Subscribed, SD, HD, and Favorites.
- Why does my TV turn off automatically? Why does my TV turn off automatically?
  
  Your set top box has a standby timer that defaults to automatically power off your set-top box after 4 hours of inactivity. You can adjust your standby timer setting to never power off or power off after 2, 4, or 8 hours. Follow the steps in the guide below to adjust the standby timer on your set top box.
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Video on Demand
- How do I access Video on Demand? 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.
  
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- How do I block Pay-Per-View purchases? How do I block Pay-Per-View purchases?
  
  To block the ability to purchase Pay-Per-View events and Video on Demand purchases, please call 513.565.9890 or chat with us online.
- How do I control playback of Video on Demand? How do I control playback of Video on Demand?
  
  If you have purchased a program, you can fast forward, rewind and pause your Video on Demand content with your remote control. Use the standard playback controls on the tops setion of the remote - PAUSE, FAST-FORWARD, or REWIND - at any time. If you select a free program, these features may not be available. The content provider does determine the availability of this feature.
  
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- How do I order a Pay Per View program? How do I order a Pay Per View program?
  
  From the Guide, navigate to the Pay Per View channels (channels 730-741).
  
  Highlight a program you want to view and press the OK button. To purchase the content, select Buy PPV, then press OK.
  
  You can cancel a PPV purchase prior to the start of the program by selecting My Account from the Main Menu, then selecting PPV Events and choosing the purchase you want to cancel – select Cancel PPV Purchase.
- What do I do if I cannot access Video on Demand? What do I do if I cannot access Video on Demand?
  
  You will need to reboot your Set Top Box by unplugging the power cord for ten seconds and then power your device back on. Once your device is fully power on and you can watch TV try to access Video On Demand. If you still cannot view content please call 513-565-9890.
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TV

Common TV Questions

Advanced Features

Equipment

Installation & Setup

Troubleshooting

Video on Demand