Installation & Setup

• 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?

  If you rent or lease you will need to have a signed landlord permission form present at the time of installation. Below you will find the link to this form.  

• Do I need to be home for my installation? Do I need to be home for my installation?

  Yes. You or someone over the age of 18 will need to be present during the entire installation process. For the safety of your pet and our technician, please secure any pets while our technician is on site.
  
  We ask that you contact us to reschedule your appointment if a situation should arise that would risk the health or safety of our Field Technicians.

• How can I change the background video when in menus? How can I change the background video when in menus?
  By default, the video you were watching when you entered the Home screen continues to play
  in the background. Similarly, on most other TiVo menu screens, a video window located in the
  upper right corner plays the current video as well.
   
   
   

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• How do I check the wireless signal strength on my Fioptics+ set top box? How do I check the wireless signal strength on my Fioptics+ set top box?

  To optimize your viewing experience when connected wirelessly, you will want to place your Fioptics+ set top box in a location where it can get the best wireless signal strength. Place the set top box in a location where it receives at least an RSSI level of -65 to 0. Anything lower than -65 will potentially cause reduced video quality.

  See below on where to find your current RSSI level:

  1. Open the Main Menu
     
  2. Select Device Settings
     
  3. Select Network & Internet
     
  4. Check the RSSI level for the wireless network the set top box is connected to
     
• How do I enable Closed Captioning in altafiber Fioptics+? How do I enable Closed Captioning in altafiber Fioptics+?

  To set up closed captioning on your set top box please click HERE.

• How do I hide Adult Content? How do I hide Adult Content?
  When this setting is on, adult shows do not appear in search results, and titles/descriptions of
  adult shows are hidden in the Guide and My Shows. You will need to enter the Parental
  Controls PIN to watch any adult content.
  
  Set Rating Limits 
  Movies originally meant for release to theaters have a different rating system from shows made for TV. Use rating limits to set rules for both rating systems. Highlight the rating option, and then use the left/right arrows to change the rating limit.
  
  
  
  Change PIN 
  Enter a new PIN, then re-enter the new PIN to confirm. 
  
   
• How do I initiate a single/series recording through the guide? How do I initiate a single/series recording through the guide?
  Click to view the Fioptics+ Remote Controls Guide to see how to iniate a single/series recording through the guide. 

  • Fioptics+ nDVR Recording Guide
• How do I initiate a Single/Series recording while watching a show live? How do I initiate a Single/Series recording while watching a show live?
  While watching a show, you can initiate both a single episode recordings or a OnePass series recording.
  
  First, while watching a show live, either press DOWN on the direction pad or the “i” info button on the remote to see the following menu on the bottom of the screen:
  
  
   
  Once you have selected your desired recording option of singe recording or OnePass, follow the corresponding directions above.
   
• 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 do I set up Parental Controls? How do I set up Parental Controls?
  Download guide to see how to setup Parental Controls. 

  • How do I setup Parental Controls 
• How long will it take altafiber to install my TV service? How long will it take altafiber to install my TV service?

  A typical TV service installation takes an average of 5 hours, some may take longer. Your altafiber technician will perform an initial walk through to give you a personalized time estimate.
  
  For our customers that rent or lease, a signed landlord permission form must be presented at the time of installation. The form may be found below.

• Manage Fioptics+ Account from myaltafiber.com Manage Fioptics+ Account from myaltafiber.com
  Customers will be able to manage their Fioptics+ account in several ways.  They can manage their currently active unmanaged devices (Fire Stick/Cube, AppleTV, Android TV and Mobile Devices).  They will also be able to reset their Parental Controls PIN by device, adjust their nDVR tiers and more at Myaltafiber.com.
  
  
• What can I expect during my service installation? What can I expect during my service installation?
  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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• What can I expect the technician to do during my Fioptics+ TV install? What can I expect the technician to do during my Fioptics+ 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.
  
  During installation, your technician will need unobstructed access to all cable jacks. This may mean you will need to move large entertainment centers, bookcases, large beds, etc. prior to your appointment. For the safety of your pet(s) and our technicians, please secure any pets while our technician is at your home. Drilling may also be necessary to route wires and cables.
  
  After installation, your techincian will provide a demo of your new Fioptics service.

• What equipment do I receive? What equipment do I receive?

  Your Fioptics technician will bring and install your set-top boxes, one remote control for each box, a gateway, and a in some cases an ONT.

• 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 the email address: customercare@altafiber.com. 
  
  If you didn’t receive that email, you can also find an Order Details message by logging into My altafiber and checking your Message Center.