Cincinnati Bell CBQ115-MO User Manual

CBQ115-MO

CONNECTED

Welcome to Cincinnati Bell and thank you for choosing us. Using the very best in advanced network
technology, we’re able to bring you all the entertainment, information and communication you need at
the speed of light. This book has been created to give you a glimpse of what your new Cincinnati Bell
products can do for you.

Fioptics TV

Cincinnati Bell’s Digital TV service delivers more than 400 channels, HD, digital music channels, DVR
service and On Demand. There’s incredible entertainment everywhere you turn.

Fioptics Internet

You can enjoy download speeds up to 1 Gbps. Even during peak times, your Internet connection is
hands down the fastest in town.

Fioptics Voice

We have more than 14 unique calling services to meet your needs, and plans that allow you to call
anywhere, anytime in the United States.

Bundles

Our services are all great on their own. But when you bundle them together, the convenience and
savings you get are unbeatable.

Thanks again for choosing Cincinnati Bell. We’re happy to have you as a new customer and look
forward to providing you with exceptional services.

Sincerely,
Michael Morrison, Director, Fioptics Services

Fioptics TV 3

Remote 5
Set-Top Box 6
Interactive Program Guide (IPG) 7

Fioptics Internet 16

Internet Security 16
Email Setup 17

Fioptics Voice 18

Voicemail 18
Calling Services 19

Support 20

My Account 20
Troubleshooting 21
Legal 22

2

HD

Enjoy a theater experience without leaving home! You’ll have access to
nearly 120 popular HD channels for FREE, including:

ፘ National Geographic HD
ፘ ESPN HD

ፘ HGTV HD
ፘ CNN HD

If that’s not enough, you can add even more HD programming with our
Premium Tier.

On Demand

Save a trip to the video store by choosing from thousands of hours of
entertainment at the touch of a button.

ፘ Free On Demand
ፘ Movies On Demand

ፘ Kids On Demand
ፘ Premiums On Demand

Whole Home DVR

Record your favorite program and watch it in any room of the house!
Bookmark your program so you can start watching it in one room and then
pick up the rest in any room.

ፘ Record 2 shows while watching something you previously recorded
ፘ Record the shows you like by genre, actor or director
ፘ Record an entire season of your favorite series

Premium Channels

From blockbuster movies to original comedy, premium channels provide the
best in entertainment.

ፘ HBO
ፘ Cinemax

ፘ Showtime
ፘ The Movie Channel

ፘ Starz
ፘ Encore

Access HBO GO,® enjoy instant and unlimited access to every episode
of every season of the best HBO shows, movies, comedy, sports and
documentaries.

Fioptics TV entertainment wherever you turn

Get an almost endless array of entertainment right at your fingertips. Movies, music, sports, news, documentaries, kids’ programs—plus plenty of

programs in the unrivaled beauty of HD at your command On Demand.

3

TV Everywhere

With Fioptics TV Everywhere, you can now access some of the best shows,
movies and live streams included in your subscription from your computer,
tablet or smartphone.

ፘ HBO GO
ፘ MAX GO

ፘ A&E
ፘ TNT

ፘ TBS

Find the full list of apps available at cincinnatibell.com/tve

Sports

You are always in the game with Fioptics TV. There is no need to miss a
minute of action, no matter what sport you enjoy. For even more sports
content, add the Fioptics Sports Package.

ፘ NFL Network ፘ MLB Network ፘ NHL Network and more!

International

With the Spanish Tier, enjoy the most popular Spanish-language channels,
including a variety of movies, music, sports and children’s entertainment.

ፘ Mun2
ፘ Cine Mexicano

ፘ Telemundo
ፘ ESPN Deportes

ፘ Discovery en Español
ፘ Discovery Familia, and more!

Cincinnati Bell provides a variety of options for Indian programming.

ፘ Zee TV
ፘ Star One

ፘ Star India Plus
ፘ Star India Gold

4

FEATURES OF YOUR REMOTE

If you have a different remote
please visit www.urcsupport.com.

LIST Access and manage DVR recordings.
REPLAY Replay the last 15 seconds of a recorded

program or live TV with DVR.

MENU Display links to Listings, Pay-Per-View,

Parental Controls, DVR and more.

GUIDE See TV Listings for the current time.
DAY +/- Jump ahead or back 24 hours in TV Listings.
ARROWS Navigate through the program guide and

menu screens.

ABCD Use as shortcuts to access additional

features available for set-top box menu screens
and program guide.

FAV Create or access Favorites lists for multiple

users and easily access all your favorite channels.

Switch input mode to alphabet input.

ON/OFF Access picture-in-picture mode.
MOVE Move the location of the picture-in-picture

window.

SWAP Swap between the two picture-in-picture

screens.

LIVE Jump to live TV when using DVR.
VCR CONTROLS Control On Demand

and DVR.

EXIT Return to watching television.
INFO View current program

information.

OK Confirm highlighted selections

or press while watching Live TV to
access the side bar menu.

ON DEMAND Directly access On

Demand movies and TV programs.

CH +/- Change channel to the next

higher or lower channel.

LAST Return to previous channel or

menu when viewing the guide or menu.

NUMBERS Press channel numbers to

directly tune to a channel.

# Change the aspect ratio (4:3 or

16:9) on set-top box.

CH +/- Change the channel of the

picture-in-picture window.

PROGRAMMING
INSTRUCTIONS

During installation your
Cincinnati Bell technician
programmed your
remote. If your remote
control stops working
with your set-top box,
remove any obstructions
between the remote and
set-top box, press
and try again.

If that doesn’t work, you
can re-synchronize the
remote by pressing
+ for 3 seconds.

5

HOOK UP YOUR SET-TOP BOX

HDTV or AV Receiver

Cable in

either / or

Cable in

HDTV

either / or

Chances are one of our top-notch technicians already installed your Fioptics TV service for you. In case you decided to install it yourself or if you choose to
move your TV equipment to another spot in the room, the diagram below spells out how to connect the appropriate cables. You will need a separate set-top
box for each TV on which you wish to receive digital services. In order to receive HD programming, you must have an HD set-top box.

Video

Audio

QUICK TIP

If your set-top box does not turn on, it may be
updating. Wait a few minutes and try again. If that
doesn’t work, check that the power cord is plugged
in and the outlet is working.

L/R audio

connection

Digital audio

optical connection

Digital audio

coaxial connection

Component video

connection HDMI connection

6

Menus

Quick Menu Icons Key

Main Menu
On Demand Menu
High-Definition Search Menu
Search Menu
Sports Search Menu
Digital Recordings Menu
Pay-Per-View Menu
Favorites List
Movies Search Menu
Parental Controls

Main Menu and Quick Menu

The Main Menu and Quick Menu are portals to your IPG.

ፘ Press once to access the Quick Menu or twice to access the Main Menu

ፘ To move the highlight, press the ◀▶ buttons
ፘ To select a highlighted item, press
ፘ To return to watching TV, press

ACCESS YOUR INTERACTIVE PROGRAM GUIDE (IPG)

Menu selection may vary. The set-top box you received is based on where you live. Boxes are
not interchangeable.

Mini Guide

Browse what’s on other channels without missing a minute of what you’re
watching. A yellow highlight will appear on the program listing and the Mini
Guide will stay on-screen, allowing you to see what’s on other channels.

ፘ Press and then any of the

◀▶

▼▲

buttons to browse by

channel and time

Flip Bar

The Flip Bar appears every time you change channels to make it easy to see
what’s on now. The current channel number, program name, rating, and
start and end times are conveniently displayed.

ፘ Press to change channels and display the Flip Bar
ፘ Press to make the Flip Bar disappear and reappear
ፘ Press for additional program details

7

TV Listings

Search by Time or Channel

View start times, titles, ratings and descriptions. Listings are color
coded to help you identify program types:

Green: sports Purple: movies Light blue: children’s programs

ፘ Press
ፘ Toggle between Listings By Time or Listings By Channel by pressing
ፘ Press to view detailed information about a show

Search by Category

View program listings by category such as Movies or Sports.

ፘ Select in the Quick Menu
ፘ Press to select the highlighted item
ፘ Press to return to the last channel you were viewing

Access Digital Music

Digital music is continuous
commercial-free music in a variety of
formats.

ፘ Select Digital Music from the Main

Menu

Add or Remove Favorites

Set up a favorites list for easy access to your favorite channels and
programs.

ፘ Select in the Quick Menu
ፘ Press to select or deselect your favorite channels
ፘ Press to return to the last channel you were viewing or press to

return to the Main Menu

Access Your Favorites

ፘ Press while watching TV

to change to your next favorite
channel

ፘ Press while looking through

the channel listings to highlight
your next favorite channel

QUICK TIP

Select the HDTV category to search for HD content or refer to the
HD channels listed in your channel lineup. Only programming that is
produced in HD and delivered via an HD channel will be shown in HD.

8

DVR

A DVR offers you a whole new way to watch TV—giving you the
convenience and control to watch your favorite shows according to your
schedule. Your DVR utilizes features similar to those found on your DVD
player—just press , , , or on your remote. You can even
record one program while you watch another!

Record a Program

You have three different ways to
record a program:

ፘ Press while watching TV or

viewing your TV listings

ፘ Select from the Action Icons
ፘ Select in the Quick Menu

Action Icons Key

Return to previous screen
Set or cancel reminder
Watch this channel or program
Place a lock on a program
Set or cancel a recording
See all program airtimes
Save channel in Favorites

Record a Series

Your DVR lets you record multiple episodes of a program according to your
preferences. Record up to 90 hours of SD or 20 hours of HD programming!

ፘ Select the episode type to record
ፘ Specify how many recordings to

save

ፘ Specify how long to save the

recording

To access advanced series setup
features, select . Your Series

Recordings will appear in the
My Recordings list with the show title as its label and the most recent
recordings first. To change your view, use the ◀▶ buttons.

Watch a Recorded Program

ፘ Press to access a list of your recorded programs
ፘ Highlight the program you want to watch using the ▼▲ buttons and

press

ፘ Press when you are ready to begin viewing the program
ፘ Press to return to live TV

QUICK TIP

Ensure that your favorite programs aren’t deleted by designating that

those programs can only be deleted manually.

9

Control Live TV

Anytime you tune to a channel, the DVR begins making a temporary
recording of whatever you’re watching. So you can pause if the phone
rings, rewind the scene you missed and fast forward to skip what you
don’t want to watch. For live TV recordings, the temporary recording will
be erased if you:

ፘ Turn off the DVR or change the channel
ፘ Begin recording the program you’re watching to the DVR
ፘ Watch more than one hour—only the most recent hour is kept in the

temporary storage

Whole Home DVR

When accessing your Whole Home DVR from a hub (by pressing B on your
remote), you may see a MAC address (a series of numbers and letters)
for each of the hubs, which can easily be renamed. If you see room names
instead of numbers and letters, your Cincinnati Bell technician may have
already completed this step for you.

ፘ Use the ▼▲ buttons on your remote

to scroll through the list of hubs

ፘ Once the hub you want to rename is

highlighted, press to display the
Hub Options menu

ፘ Use the ◀▶ buttons to select

and press

Select Hub Name

Once you’ve chosen to edit the hub name, the Select Hub Name menu will
pop up.

ፘ Use the ▼▲ buttons to scroll

through the available names

ፘ Once you’ve chosen a name, use

the ◀▶ buttons to select and
press . You should now see your
hub’s new name rather than a MAC
address on the Hub screen

ፘ If you decide to exit without

changing the name, use the ◀▶
buttons to select and press

My Recordings Screen

The My Recordings screen provides a listing of all your existing recorded
programs and in-progress recordings.

ፘ Use the ◀▶ buttons on your remote

to sort the list by time, channel or
date

ፘ Use the ▼▲ buttons to scroll

through the list. When the recording
you want to watch is highlighted,
press to see the recording
details on the Playback Details
screen

10

Playback Details Screen

The Playback Details screen gives you a description of the recorded
program and offers the following playback options:

ፘ To watch a recording from the

beginning, select

ፘ To watch a recording from where

you left off and see a menu of
playback options, select

Resume Playback From

The Resume Playback From menu offers you the following playback
options:

ፘ Choose to watch from where

playback was stopped on this TV

ፘ Choose to watch from where

playback was stopped in the room
where your DVR is located

ፘ Choose to watch from where

playback was bookmarked in
another room

Watching a Recording

A progress Status Bar is displayed
during playback of a recording
that shows the program name and
program duration, as well as how far
you are currently into the playback.

While watching a recording, you can also use your
remote to fast forward, rewind, pause or stop the
program.

Main Menu

You can access the Main Menu
by pressing the button on your
remote at any time during playback
of a recording. The Main Menu gives
you a list of the primary Whole Home
DVR options.

ፘ Use the ◀▶ buttons to navigate the Main Menu

options

ፘ Press to select the menu option.

11

Main Menu Options

Set Follow-Me Bookmark

Bookmarks the recording you are currently watching for playback at
the same place from any other room in the home.

View Playback Details
Takes you to the Playback Details screen.

View Available Listings
Takes you to the My Recordings screen.

View Hub List

Takes you to the Hub screen, which displays all of the Digital Video
Recorders (hubs) you have in your home.

Schedule New Recording

Takes you to the Schedule a Recording screen, where you can set
up future recordings.

View Scheduled Recordings

Opens the Future Recording screen, which displays a list of
programs you have already scheduled to record.

Set a Follow-Me Bookmark

The Follow-Me Bookmark sets a bookmark of the recording you are
currently watching for playback at the same place you left off from any
other room in the home.

ፘ While watching a recorded program,

press . Select and press
to bookmark the current viewing
location

ፘ You will see a Follow-Me

Bookmark Successfully Set
confirmation message

ፘ You can now retrieve this bookmark

to resume playback of the recording
from this point at any other TV in
your home

12

Schedule a Recording

ፘ Press . Select and press
ፘ On the Schedule a Recording

screen, use the ▼▲ buttons to
select the Channel, Date, Adjust

time by and What’s in progress
at fields. Use the ◀▶ buttons to

scroll through these fields to locate
and select the program you want to
record. The title and description of
the show you select will appear in
the Program field

ፘ Once you have set up your

recording, select and press

to schedule the recording.
A Record Request Succeeded
message will display. You can also
select to schedule multiple
episodes of a program to be
recorded

Delete a Recording

In the My Recordings screen, use the ▼▲ buttons to select and highlight
the recording you want to delete.

ፘ Press and use the ◀▶ buttons

to select . Press to delete the
recording

ፘ At the Press “OK” to Confirm

Delete confirmation message,
press . The recording is now
deleted*

* Please note that this will delete your recording from the client DVR and the

main DVR.

Cancel a Future Recording
Select from the Main Menu. In the Future Recording screen, use the

▼▲

buttons to select and highlight the future recording you want to delete.

ፘ Press and use the ◀▶ buttons

to select . Press to delete the
future recording

ፘ At the Press “OK” to Confirm

Cancel confirmation message,
press . The recording is now
canceled

13

On Demand

On Demand gives you the convenience to watch what you want when you
want using only your set-top box and remote.

Searching for On Demand Programs

ፘ Press , tune to channel 1 or

select in the Quick Menu

ፘ Use the ▼▲ buttons to scroll

through the available categories
and press

ፘ Pick out a program to watch and

press

Order Pay-Per-View (PPV)

ፘ From the Quick Menu, select
ፘ Use the ▼▲ arrows to scroll through

the programs

ፘ When you find a program of

interest, highlight the title and
press for the information screen

ፘ To purchase a program, select

and follow the on-screen prompts
to complete your order

Messages

Messages may occasionally be sent by Cincinnati Bell to announce new
services, special promotions or other information. An envelope will appear
on the screen and a red light will appear on your set-top box. To access
your messages:

ፘ Select Messages from the Main

Menu

ፘ Highlight the desired message and

press to read it

QUICK TIP

Many On Demand programs are free, while others are comparably
priced to the fees that your local video rental store charges.

14

Parental Controls

With the increased variety of programming available on digital cable,
there’s also some fare that, quite frankly, isn’t appropriate for children. But
don’t worry, we’ve included an integrated parental control feature as part
of your system.

Set Parental Controls

ፘ Select in the Quick Menu
ፘ Enter your 4-digit Locks PIN and

follow prompts

ፘ Use ◀▶ to select restrictions by

title, TV rating, movie rating or
channel

ፘ Press to return to the last

channel you were viewing or press

to return to the Main Menu

View a Restricted Program

Locks may be temporarily removed
by re-entering the Parental Control
Menu (using your 4-digit Locks PIN)
and pressing buttons until the locked
title, rating or channel appears.
Select LOCK. The padlock will
disappear, indicating that the lock
has been removed.

Parental Controls for On Demand

Parental control settings include On
Demand programming. To block all
access to On Demand:

ፘ Press
ፘ Select Setup, then Service Locks

Setup

ፘ Press to return to program

viewing

QUICK TIP

For assistance setting up parental controls or disabling VOD content,
please contact Technical Support at 513-565-9890.

15

Features

Cincinnati Bell has the fastest download speeds in town, so you can
do even more in less time. With our 1 Gigabit package you can upload
hundreds of photos in under a minute, or download up to 500 songs in just
15 seconds. This is 20X faster than cable Internet.

Our wireless modems and routers can support up to 4 wired devices
and 32 wireless devices, so you can hook up the whole family! Connect
any WiFi-enabled device (iPad, smartphones, laptop, WiFi phone, etc.)
automatically, without any additional equipment.

Internet Features

These enhanced services optimize your home computer experience with
wireless mobility, security, storage, and 24/7 access to technical support.

Wireless Networking:

Internet almost anywhere in your home — and enough to share. Connect
wirelessly to the Internet using your laptop, iPad or smartphone.

ፘ Unlimited technical support
ፘ No equipment to buy
ፘ Life-time warranty. If it breaks, we will replace it
ፘ Future proof. If it becomes obsolete, we will replace it

Fioptics Internet information at your fingertips

The world’s on the move and so are you—get there with amazing Internet performance. With Fioptics Internet, you get lightning-fast speeds of up to

1 Gbps, and an all-in-one protection package. Now that’s something!

Online Backup:

Safely and easily store, manage & share your content. It’s easy! This all-in­one service allows you to simply upload and protect your treasured photos,
documents, music & videos. Securely access your files from anywhere
within one simplified user interface.

ፘ Unlimited backup
ፘ Automatic real time backups
ፘ Weekly report of your backups by e-mail
ፘ Easy access to all your files via your personalized webpage
ፘ Share files with your friends and family

Internet Security:

Get up to date Virus, spyware, spam, firewall, phishing, and identity theft
protection all without slowing down your PC.

QUICK TIP

If your connection or download speeds seem slow, try waiting awhile for
them to improve before rebooting your computer and/or modem.

16

Premium Technical Support:

Cincinnati Bell Premium Technical Support offers highly trained PC support
expert available 24/7 to solve hundreds of PC problems, like virus removal,
software support, driver installation, and much more. We also support Mac
and PC as well as phones, cameras, printers, and other devices.

ፘ Peace of mind that your home computer and other connected devices will

run smoothly

ፘ Personal, easy-to-understand, one-on-one support that you can trust
ፘ Assurance that Premium Technical Support is not outsourced overseas
ፘ No more dragging your PC into a shop or waiting around for a technician

to show up

Save when you bundle some of these popular features!

System Requirements

Currently, we support the following:

ፘ Web browsers: Internet Explorer 6.0+, Firefox 1.5+ and Safari
ፘ Operating systems: Windows 2000, XP, 7 or Vista, and Mac OS X
ፘ Processor: minimum Intel Pentium 600MHz
ፘ Available hard-drive space: 320MB

While other browsers and operating systems should work with our network,
Cincinnati Bell does not provide technical support for them at this time.

QUICK TIP

Our email allows for unlimited storage, so no need to worry about

constantly cleaning out your inbox.

Set Up Email

Now that you’ve got the best Internet in town, it’s really easy to set up your
new email account:

1. Go to http://cincinnatibell.net

2. Enter your email address and password
To add up to 4 additional email addresses or change your password:

1. Go to cincinnatibell.com/myaccount

2. Click the My Services link and follow the onscreen instructions

17

Make Calls

Local: Dial the 7- or 10-digit telephone number
Long Distance: Dial 1 + area code + 7-digit telephone number
International: Dial 011 + country code + telephone number
Operator Assistance: Domestic: Dial 0, International: Dial 00

Please note that charges may be assessed on a per-use basis and are
dependent on the services provided. Airtime costs after the call has been
connected will be billed separately.

Directory Assistance: Dial 411
Charges will be assessed on a per-use basis.

Emergency: Dial 911

Voicemail

Set up Your Voicemail

1. Dial the access number:
Greater Cincinnati (OH and IN): 513-554-1234
Greater Cincinnati (KY): 859-392-1234
Greater Dayton, Middletown and Springfield: 937-619-1234

2. Enter your 10-digit telephone number

3. Enter your temporary password, 1111

4. Listen to the New Subscriber Tutorial, an automated lesson in setting up
your mailbox

Access Your Voicemail

1. Dial *966 or *11

2. Enter your password and press #

If you have purchased Cincinnati Bell’s Per-Line Privacy feature, dial *82
plus the access number to release your number to the voicemail system.

Fioptics Voice communication that’s right at home

Stay connected with our voice service and get all the features you could want. When it comes to award-winning customer satisfaction and the most

experienced local technicians, there’s no provider like Cincinnati Bell Fioptics.

QUICK TIP

You’ll know that you have new voicemail messages when you pick up
the phone and hear a stutter dial tone instead of a solid dial tone.

18

Voicemail Main Menu

ፘ To listen to new messages, press 11
ፘ To listen to saved messages, press 12
ፘ To change your greetings, press 43

Calling Services

Anonymous Call Rejection: Block all incoming calls marked as Private or

Anonymous. To activate: *77. To deactivate: *87.

Anywhere Call Forwarding: Remotely forward calls to any phone. To
activate and deactivate, call 513-421-7869. Enter your 10-digit phone
number and password (temporary password defaults to 0042), and follow
prompts.

Call Block : Block unwanted calls from phone numbers you select. To
activate: *60. To deactivate: *60.

Call Forwarding: Forward all incoming calls to the local or long-distance
number of choice, designating a new number each time you forward your
calls. To activate: *72, listen for dial tone, dial desired forwarded number
and listen for 2 short beeps. To deactivate: *73.

Call Return: Dials the last number that called your line. To activate: *69.

Call Waiting: Put a caller on hold to answer an incoming call. Press the

receiver to put the first call on hold and take the second call. To activate
(one-time only): *70.

Caller ID: The caller’s name and number will appear on your Caller ID unit,
which is available from Cincinnati Bell or wherever you buy phone equipment.

Distinctive Ring: Identify preselected callers with a distinctive ring or
call-waiting tone.

ፘ Cincinnati Bell will assign you new telephone numbers. You decide how

you want to use them.

ፘ Notify callers of your new telephone numbers.
ፘ Have a friend call so you can recognize the new ring for that number.

Priority Call: Select up to six telephone numbers from which incoming
calls will cause the phone to ring in a special way. To activate: *61.

Repeat Dial: Automatically redial a number for up to 30 minutes until the
call gets through. To activate: *66.

Speed Calling: Quickly call friends and family. Press *75 and enter a 2-digit
code (20-49) after hearing the dial tone. Then dial the complete number that
you wish to assign. To use, dial the 2-digit code you assigned followed by #.

Reveal: Stops calls marked unidentified by Caller ID before they reach you
and asks callers to input their phone number.

Three-Way Calling: Talk to two different parties at the same time.

QUICK TIP

For assistance, call Technical Support at 513-565-9890.

19

Online

Visit cincinnatibell.com/support to find out more information on all your
Fioptics services. Check out the top questions on TV, Internet and Home
Phone and ask any questions you might have about your new Fioptics
services!

My Account

Free online access is available round-the-clock, which makes reviewing
your account information or making changes fast, secure and easy. Plus,
you’ll find a wealth of support information and online tours to guide you. To
sign up, go online to www.cincinnatibell.com/fioptics and click on Manage
My Account.

ፘ My Services
ፘ My Bills

ፘ My Notifications
ፘ My Orders

ፘ My Profile
ፘ Order PPV

Support help when you need it

From payment support to troubleshooting and frequently asked questions, we’re here to help. If you can’t find the answer you need, call us or visit

us online.

eBill

eBill is our convenient paperless billing solution that makes paying your
Cincinnati Bell bill simple and hassle-free. And best of all—it’s FREE.

ፘ Eliminate paper bills and trips to the mailbox
ፘ Receive a courtesy email when your bill is available
ፘ Access to up to 18 months of past bills online
ፘ View your account online at your convenience, 24/7

Autopay

Autopay is the simple, secure and worry-free way to pay your bill every month.
Choose which checking account you want to use and indicate the due date on
your statement, and on that day your bill will be paid automatically!

ፘ No checks to write
ፘ No stamps to buy

ፘ No late payments
ፘ No trips to the post office

Free up your time for more important things. And Autopay works perfectly,
whether you prefer a paper or an electronic statement. It couldn’t be any
easier.

QUICK TIP

If you have questions about your bill, log on to My Account to access
online billing tutorials.

20

Troubleshooting

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?

Make sure that the set-top box is connected directly to the cable outlet.
Reconnect and hand-tighten any loose cables. Verify that your TV is tuned
to the appropriate input.

What do I do if my IPG is frozen?

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.

Why can I see a picture but can’t hear any sound?

Make sure hasn’t been pressed and try turning up the volume.
Verify that the cables attached to the audio input jacks on the back of
your set-top box and your TV or home theater system have been properly
attached and are tight.

What do I do if there is no video picture on the T V screen?

Make sure that your TV, set-top box and home theater system are
powered on, and that your remote is set to the appropriate input source.
Ensure that the cables are connected correctly and hand-tighten any loose
connections. Tune to an authorized cable channel (one that you know that
you get).

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 Cincinnati Bell’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.

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Legal: Cincinnati Bell Extended Territories LLC

SCHEDULE OF RULES AND REGULATIONS FOR CABLE TELEVISION SERVICE

YOUR USE AND ACTIVATION OF THE SERVICE SHALL CONSTITUTE AN ACCEPTANCE OF THE
TERMS BELOW. IF YOU DO NOT ACCEPT THE TERMS AND CONDITIONS DO NOT INSTALL AND/
OR ACTIVATE THE SERVICE.

APPLICATION FOR SERVICE

The Subscriber shall submit a written application for cable service for each location where
service is desired on forms provided by Cincinnati Bell.

PROVISION OF SERVICE

CINCINNATI BELL shall make every reasonable effort to provide CATV service to every
Subscriber who applies for such service in the shortest period of time practicable, and
where CATV service is readily available. CINCINNATI BELL’s CATV services will only be
extended into areas where CINCINNATI BELL is duly authorized to provide service by the
relevant franchising authority.

FEES AND CHARGES

Upon acceptance by CINCINNATI BELL of the Subscriber application for CATV service, the
Subscriber shall pay to CINCINNATI BELL the applicable monthly service fee, all security
deposits, any equipment Iease fees or purchase costs, installation fees, connection fees,
and any other fees or charges due CINCINNATI BELL. Any service, lease maintenance,
purchase, installation, security deposits, and other charges for which the Subscriber is
obligated shall be payable in advance. There is a minimum of thirty (30) days charged for
each service provided.

OWNERSHIP OF EQUIPMENT AND MATERIALS

All equipment and materials, unless purchased from CINCINNATI BELL, or unless such
property is incorporated in, becomes an integral part of, or is permanently attached to the
Subscriber’s premises shall remain the property of CINCINNATI BELL.

RESPONSIBILITY FOR CINCINNATI BELL’S PROPERTY

The Subscriber agrees not to tamper with any of CINCINNATI BELL’s wiring or equipment, to
extend lines, or alter in any manner any CINCINNATI BELL property. The Subscriber also shall
receive CINCINNATI BELL’s CATV service with the understanding that he will adequately
safeguard all CINCINNATI BELL properties upon the Subscriber’s premises from alteration
and abuse by others, and that he will not hire or permit anyone other than authorized
CINCINNATI BELL personnel to perform any work on CINCINNATI BELL’s property, equipment,
and facilities.

EQUIPMENT RETURN

Whenever service is terminated, the Subscriber shall return any equipment to CINCINNATI
BELL’s office. If the returned equipment is received by CINCINNATI BELL and is found to
be in satisfactory working condition, and Subscriber has paid all service charges and any
other applicable fees or charges, Subscriber shall be entitled to the original amount of
the deposit for the equipment, without interest or earnings. If the returned equipment is
received by CINCINNATI BELL and is not found to be in satisfactory working condition, or if
said equipment has been opened, tampered with, defaced, or damaged (normal wear and
tear excepted) said equipment deposit shall not be returned to the Subscriber but shall be
retained by CINCINNATI BELL and applied toward the cost of its repair or replacement. The
Subscriber understands, notwithstanding any other provision contained in these rules and
regulations to the contrary, that any equipment provided is and shall remain the property
of CINCINNATI BELL, and must be returned to CINCINNATI BELL at any time service is
terminated or discontinued. Failure to return equipment within fifteen (15) days after service
is terminated or discontinued will result in a charge being assessed to Subscriber’s account.

WIRING REQUIREMENTS

No wiring will be installed by CINCINNATI BELL within any wall or attic space unless
specifically requested by Subscriber and agreed to by both parties. The Subscriber, at his
option, may choose to install the wiring within walls and/or attic spaces at his own expense.
In such instance, the Subscriber shall install such wiring to specifications and satisfaction
of CINCINNATI BELL and the National Electrical Code.

If Subscriber does not own the premises at which service is to be installed, Subscriber
represents that he has obtained necessary permission from the premise owner to install
CINCINNATI BELL’s equipment (including, without limitation, equipment attached to the
outside of the premises). Subscriber further agrees to indemnify CINCINNATI BELL from all
claims of the owner in connection with the installation and provision of services.

RIGHT OF ACCESS

The Subscriber, upon acceptance of application for CATV service by CINCINNATI BELL,
grants permission for CINCINNATI BELL, its agents and employees, to enter upon the
property of the Subscriber for the purpose of installation, inspection, maintenance, testing,
and repair of the cable service to the Subscriber’s premises and, upon service being
cancelled for any reason, the Subscriber grants permission for CINCINNATI BELL, during
reasonable hours, to enter upon the premises and remove all equipment and material
belonging to CINCINNATI BELL and to discontinue service thereto.

WARRANTIES AND REPAIRS OF CINCINNATI BELL EQUIPMENT

CINCINNATI BELL will repair and/or replace defective equipment (excluding the
replacement of batteries) as long as such damage was not caused by misuse or other

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improper operations or handling by Subscriber. CINCINNATI BELL is not responsible for
the maintenance or repair of Subscriber provided equipment, including but not limited to
television sets, VCRs or other video equipment, remote controls, keyboards, stereos or other
audio equipment, telephones or A/B switches. A service charge may be imposed if damage
to CINCINNATI BELL Equipment is due to negligent use or abuse or if no fault is discovered
in System or Equipment. In addition, an equipment charge may be imposed for the repair
or replacement of any lost, stolen or damaged Equipment. CINCINNATI BELL makes no
warranties, with respect to equipment or service provided by CINCINNATI BELL or with
respect to the Equipment compatibility with any Subscriber-owned equipment.

BATTERY BACK-UP

Fioptics service requires an ONT that uses your electrical power. The ONT is a media
converter that is installed by Cincinnati Bell during your Fioptics installation. The ONT that
is installed will convert fiber-optic light signals to copper/electric signals to deliver you with
TV service. If the ONT is unplugged or in the event of a power outage, the service will be
inoperable. The ONT is capable of battery back-up that can power voice service for up to 8
hours. If a battery back-up has been installed (subject to installation fees), the subscriber
is responsible for the replacement of the battery.

PENALTIES FOR UNAUTHORIZED SERVICE

If unauthorized service is discovered by Cincinnati Bell, the cost will be billed to the
Subscriber for an estimate of CATV services delivered, including the cost of inspection,
investigation, reconnection, and cost of repair to CINCINNATI BELL’s facilities, all of which
must be paid in full before service can be reestablished or restored.

MONTHLY SERVICE CHARGES

The Subscriber shall pay CINCINNATI BELL a one-time pro-rated monthly service charge
from date of installation to the end of that billing cycle. Thereafter, the Subscriber shall
pay CINCINNATI BELL the full monthly service charge applicable to the services rendered,
which amount shall be due as shown on the monthly billing statement. Late payments
are subject to a 1.5% late payment penalty. Failure to pay charges invoiced may result in
discontinuance of service in Accordance with Subsection 12, below.

Monthly service charges are subject to change at any time, although CINCINNATI BELL will
provide Subscriber at least thirty (30) days advance, written notice before instituting an
increase in service rates.

DISCONNECTION OF SERVICE

CINCINNATI BELL may suspend and/or disconnect service for nonpayment of undisputed
monthly service charges that are not paid in full by the due date shown on the bill.
CINCINNATI BELL will provide customer with a minimum of ten (10) days advance,

written notice of a disconnection of all or part of the Subscriber’s service, except where
disconnection has been requested by the Subscriber, is necessary to prevent theft of
service, or is necessary to reduce or prevent signal leakage as described by 47 CFR § 76.61.
CINCINNATI BELL will not disconnect all or part of a Subscriber’s service for nonpayment
until the bill is at least forty five (45) days past due.

Cancellation Billing Policy: The monthly charge for service will not be prorated for the final
partial month of service. The full monthly service fees will apply, even if your service is
active for only a partial month.

PREMIUM / PAY-PER-VIEW SERVICE

The new Subscriber may elect to receive premium service only after he has submitted an
application for digital service and premium service. An existing digital service Subscriber
can elect to receive premium service by submitting his application for such service, but in
no instance will any Subscriber be permitted to receive premium service without CINCINNATI
BELL’s digital service or if Subscriber has a past due account.

The Subscriber may also elect to receive pay-per-view events and/or movies from time to
time; however, in no instance will a Subscriber be permitted to receive this service if an
amount is shown to be past due on the Subscriber’s account. In addition, no refund for any
pay-per-view event/movie will be granted after the initial ten (10) minutes of the event/
movie has been received by Subscriber.

CHANGE OF OCCUPANCY OR OWNERSHIP

The Subscriber shall notify CINCINNATI BELL of any change of occupancy or ownership of
Subscriber’s premises promptly upon its occurrence. Nothing in these rules and regulations
shall be construed to give the Subscriber the right to sell or assign, or the successor tenant
or occupant to acquire, any rights to use any of the equipment or service provided by
CINCINNATI BELL.

LIMITATION OF CINCINNATI BELL’S LIABILITY

CINCINNATI BELL, its agents or employees, shall not be held liable or responsible for
any damage or injury to the property of the Subscriber occurring during installation or
maintenance of facilities including, but not limited to, outlet, cable, connector, etc., to
provide and/or maintain service to Subscriber.

DISCLAIMER REGARDING PROGRAMMING CONTENT OR CHANGES

The Subscriber shall not hold CINCINNATI BELL responsible nor liable for programming
content, nor for any changes, additions, or deletions in its programming or time schedule
associated therewith. CINCINNATI BELL shall give Subscriber at least thirty (30) days
advance, written notice before removing a channel from the programming lineup except if
such removal is caused by circumstances beyond CINCINNATI BELL’s control.

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SCOPE

A copy of the rates, rules and regulations under which CATV service will be supplied is
open to inspection by the general public at the office of CINCINNATI BELL. A hard copy of
CINCINNATI BELL’s rules and regulations and applicable rate schedule shall be furnished to
each Subscriber without charge, upon request.

INTERRUPTION OR DISCONTINUA NCE OF SERVICE DUE TO USE OF NON-CINCINNATI
BELL FACILITIES

In order to provide service, CINCINNATI BELL shall occasionally make use of poles owned in
whole or in part by other utilities, both power and telephone, the continued use of which is
in no way guaranteed. In the event the continued use of such poles is denied for any reason,
Cincinnati Bell will make every reasonable effort to provide service over alternative routes
and facilities. The Subscriber agrees that he will make no claims or undertake any action
against any utility, including CINCINNATI BELL, if the service provided to the Subscriber is
interrupted or discontinued for this reason.

LOCATION OF OVERHEAD FACILITIES

Unusual circumstances to the contrary, CINCINNATI BELL’s overhead CATV service drop
to the Subscriber premises shall be located as closely to the point of electrical service
attachment as is safe and practicable.

OUTAGES & INTERRUPTIONS

CINCINNATI BELL will restore CATV service to its Subscribers within seventy-two (72) hours
after a Subscriber reports a service interruption or other problem when such problem is
found to be the fault of CINCINNATI BELL’s system and/or equipment, provided the cause is
not a natural disaster. If the service interruption is caused by CINCINNATI BELL and lasts for
more than four (4) hours in a given twenty-four (24) hour period, CINCINNATI BELL will give
the Subscriber a credit for each day that the Subscriber is without service.

In the event CINCINNATI BELL dispatches any of its personnel to investigate any Subscriber
complaint or outage, and the problem is determined to be caused by the Subscriber’s
television receiver or other Subscriber-owned facilities, the Subscriber may be charged the
cost of time and transportation, but in no event shall said charge be less than $14.95.

REPRODUCTION OF PROGRAMMING

The Subscriber shall not record or tape any of the programming provided by CINCINNATI
BELL, nor shall the Subscriber allow any other person to do so, except for the personal use
of the Subscriber. Subscriber agrees that the programs and other services provided by
CINCINNATI BELL will be utilized solely for Subscriber’s personal, non-commercial use and
will not be duplicated except in compliance with applicable law.

SEVERABLE PROVISIONS

In the event any portion of these rules and regulations should be declared invalid by any
court of competent jurisdiction, such invalidity shall not affect the remaining portions
hereof, which shall continue effective.

PRIVACY

CINCINNATI BELL agrees to follow the guidelines established by the Federal Communications
Commission with respect to Subscriber privacy. You acknowledge receipt of the CBET Cable
Subscriber Privacy Policy, which is deemed a part of this Agreement, and you expressly
consent to the collection, use and disclosure of personally identifiable information as
described the Cable Subscriber Privacy Policy, as it may be amended from time to time.

The Cable Communications Policy Act of 1984 (the “Cable Act”) requires us to inform you
about Cincinnati Bell Extended Territories LLC’s (“CBET”) practices regarding personally
identifiable information that may be collected in the course of providing services to you over
our cable system, including video programming.

Under the Cable Act, you are entitled to know:

ፘ The nature of the personally identifiable information we collect and the way we use this

information

ፘ Under what circumstances we may disclose personally identifiable information and to whom
ፘ How long we maintain personally identifiable information
ፘ How you may obtain access to your personally identifiable information
ፘ Your rights under the Cable Act concerning personally identifiable information

I. COLLECTION AND USE
What is personally identifiable information?

Personally identifiable information is information that identifies a particular person. It
does not include aggregate data that does not identify a particular person. This notice
addresses the personally identifiable information that you have furnished to us or that we
have collected using the CBET cable system when we provide video programming or other
services to you.

What kind of personally identifiable information does CBET collect?

Under the Cable Act, CBET is only permitted to collect personally identifiable information for
the following purposes:

ፘ in order to obtain information necessary to provide our cable service or other services to you;
ፘ and to detect unauthorized reception of cable communications

The Cable Act prohibits us from using our cable facilities to collect personally identifiable
information about you for any other purpose without your prior written or electronic consent.

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In order to provide reliable, high quality service to you with minimal delays, we keep
business records containing information about you that may constitute personally
identifiable information. The personally identifiable information we collect typically includes
the following:

ፘ name
ፘ address
ፘ telephone number
ፘ e-mail address

ፘ driver’s license number
ፘ Social Security number
ፘ credit card and/or bank account number
ፘ other similar account information

We may also collect other information about your account including billing, payment, and
deposit history; past correspondence with you; maintenance and complaint information;
information about the services to which you subscribe and your use of those services;
information about the purchases you make over the system; and records indicating the types
and number of devices you use to connect to the system (e.g., televisions, modems, set-top
boxes, and computers). Additionally, if you rent your residence, we may have a record of
whether landlord permission was required to install our cable service facilities as well as
your landlord’s name and address.

What kind of information do you collect if I use interactive or transactional
services?

When you use our interactive or other transactional television services such as Video On
Demand programming, our system automatically collects certain information on your use
of these services. Most of this information is not personally identifiable information and
is simply used to carry out a particular command or request you make using your remote
control or set-top box. This may include information required to change your television
channel, review listings in an electronic program guide, and pause or fast-forward
through certain On Demand programs, among other information. It may also include
other information such as the specific service features you use and the time spent using
them. However, in order to carry out a request to watch a pay-per-view program or Video
On Demand, for example, the CBET’s system may collect certain personally identifiable
information, such as your account information, in addition to the product or service
purchased, so that you may be properly billed for the program or service.

How does CBET use personally identifiable information?

CBET collects, maintains, and uses personally identifiable information as permitted by the
Cable Act and other applicable laws. Generally, we use this information to conduct business
activities related to providing cable and other services to you and to help us detect theft
of service. More specifically, we use personally identifiable information for the following
business purposes:

ፘ To ensure that you are receiving the services you ordered

ፘ To allow us to properly maintain those services and to make improvements or upgrades

when necessary

ፘ To confirm that you are being properly billed
ፘ To provide you with technical support and for system maintenance
ፘ To inform you of new products or services that may be of interest to you
ፘ To allow us to understand the use of, and identify improvements to, our services
ፘ To prevent fraud, including the unauthorized use of our service or violations of applicable

policies and terms of service

ፘ To ensure our own compliance with the law

Additionally, we may use or disclose personally identifiable information about you without
your consent to protect our customers, employees, or property, in emergency situations, to
enforce our rights under our terms of service and policies, in court or elsewhere, and as
permitted by law.

II. DISCLOSURE
Does CBET disclose personally identifiable information to others?

CBET considers the personally identifiable information contained in our business records
to be confidential. We are, however, authorized under the Cable Act to disclose personally
identifiable information if the disclosure is:

ፘ necessary to provide or conduct a legitimate business activity related to the cable service

or other services provided over our facilities,

ፘ required, as required by law or legal process, or
ፘ of the names and addresses of subscribers for “mailing lists” or other purposes (described

below)

We may disclose personally identifiable information to other parties (such as our affiliates,
vendors, and agents) when it is necessary to conduct a legitimate business activity related
to the cable service or other services we provide to you. For example, we may engage such
parties to assist us in billing and collections, administration, surveys, marketing, service
delivery and customization, maintenance and operations, and fraud prevention. We may also
disclose personally identifiable information about you to outside auditors and regulators. We
may also collect, use, and disclose information in non-personally identifiable or aggregate
formats, such as ratings surveys and service usage and other statistical reports, which
do not personally identify you, your particular viewing habits, or any transaction you have
made over our system. The frequency of our disclosure of personally identifiable information
depends upon the particular business needs activity for which it is disclosed.

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Similarly, if we (or our parent company) enter into a merger, acquisition, or sale of all
or a portion of our assets, subscribers’ personally identifiable information will, in most
instances, be transferred as part of the transaction.

The Cable Act also authorizes CBET to disclose limited personally identifiable information
to others including charities, marketing organizations, or other businesses for cable or non­cable “mailing list” or other purposes. Any “mailing list” or related disclosure that we may
make is limited to disclosure of your name and address. Such information does not reveal
the extent of any viewing or use of cable or other services or the nature of any transaction
made over our cable system. However, before we make such mailing list information
available to others, CBET will provide you with notice and an opportunity to contact us to
prohibit or limit such disclosure.

When is CBET required to disclose personally identifiable information by law?

We make every reasonable effort to protect our subscriber’s privacy as described in this
notice. However, we may be required by law to disclose personally identifiable information
about a subscriber without his or her consent and without notice in order to comply with a
valid legal process such as a subpoena, court order, or search warrant.

The Cable Act may require that we disclose personally identifiable information to a third
party or governmental entity in response to a court order or other legal process. If a court
order is sought by a non-governmental entity, we are required to notify you of the court order
and your opportunity to appear in court and contest the order. If the court order or other
legal process is sought by a governmental entity, the Cable Act requires that we disclose the
information to the government unless the records sought involve your video programming
selections, in which case you will be given the opportunity to appear and contest any claims
made in support of the court order or legal process.

Can I limit or prohibit CBET ’s use of my personally identifiable information?

You may contact CBET at the customer care number referenced on your bill to ask us to
put you on our “Do Not Call” or “Do Not Mail” lists so that you do not receive marketing or
promotional telephone calls or mail from us or our agents.

How does CBET protect personally identifiable information?

We follow industry-standard practices to take such actions as are necessary to prevent
unauthorized access to personally identifiable information by a person other than the
subscriber or us. However, we cannot guarantee that these practices will prevent every
unauthorized attempt to access, use, or disclose personally identifiable information.

How long does CBET maintain personally identifiable information?

CBET maintains personally identifiable information about you in our regular business
records while you are a subscriber to out cable or other services. We may also maintain

this information for a period of time after you are no longer a subscriber if it is necessary
for business, legal, or tax purposes. We will destroy the information if we have no pending
requests, orders, or court orders for access to this personally identifiable information, after
we determine that it is no longer necessary for the purposes for which it was collected and
in compliance with any local requirements.

III. CUSTOMER CHOICE AND ACCESS
Where and when can I see my personally identifiable information?

If you would like to see your personally identifiable information, please send us a written
request to the correspondence address listed in the “Contact Us” section of your bill. We
will be glad to arrange a convenient time and location during regular business hours for you
to see the information upon furnishing proper identification. You will only be permitted to
examine records that contain personally identifiable information about you and no one else.
If you believe any of your personally identifiable information is inaccurate, we will work with
you to ensure that the appropriate corrections are made. CBET reserves the right to charge
you for the cost of photocopying any documents that you request.

What can I do if I think my privacy rights have been violated?

CBET takes your privacy rights very seriously. If you believe that your privacy rights have
been violated, please contact us immediately. We will take immediate steps to address your
concerns. You may enforce the limitations imposed on us by the Cable Act through a civil
lawsuit seeking damages, attorney’s fees, and litigation costs. Other rights and remedies
may be available to you under federal or other applicable laws as well.

Does this notice apply to CBET’s Internet service or voice service?

If you are a subscriber to CBET’s ZoomTown service, a description of our privacy practices
may be found at http://www.cincinnatibell.com/customer_support/policies/zoomtown/.

If you are a subscriber to CBET’s voice service, our privacy practices are described in
CBET’s CPNI Policy for telecommunications services. That policy is available at https://
my.cincinnatibell.com/SelfCare /UI/Root/Unauthenticated/CPNI.aspx. CBET’s Do Not
Call Policy can be found at http://www.cincinnatibell.com/customer_support/policies/
do_not_call_policy/.

Will CBET notify me if it changes this notice?

As required by the Cable Act, we will provide you with a copy of our subscriber privacy notice
on an annual basis. We may modify this notice at any time. We will notify you of any material
changes through written, electronic, or other means as permitted by law. You may cancel
your service at any time if you do not agree to any change. By continuing to use the service
after a change is in effect, you accept the change and agree to abide by it.

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Contact Us

Online

ፘ Visit cincinnatibell.com/fioptics

Store Locations

ፘ Eastgate Mall

4601 Eastgate Blvd.
Cincinnati, OH 45245

ፘ Northgate Mall

9597 Colerain Ave.
Cincinnati, OH 45251

ፘ Crestview Hills Town Center

2895 Dixie Hwy.
Crestview Hills, KY 41017

ፘ Kenwood

7565 Kenwood Rd.
Cincinnati, OH 45236

ፘ Western Hills

5098 Glencrossing Way
Cincinnati, OH 45238

ፘ Florence Mall (In Front Of The Mall)

7688 Mall Road
Florence, KY 41042

ፘ Lebanon

1525 Genntown Drive, Suite A7
Lebanon, OH 45036

ፘ West Chester

7731 Tylersville Rd.
West Chester, OH 45069

Telephone Numbers

ፘ Sales & Support: 513-565-9890

If you have a question that was not answered in this book, please contact us or visit www.cincinnatibell.com/fioptics.

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