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Help Center / Internet

Internet

Common Internet Questions
- What is a Broadband Label? What is a Broadband Label?
  
  Broadband Labels (also called Broadband “Nutrition” Labels) serve as a valuable tool for consumers, empowering them to make informed choices when selecting Internet services. By promoting transparency and standardization, it contributes to a competitive marketplace and enhances consumer satisfaction.
  
  Read More
  
  See Also
  
  How is the information in the Broadband Label gathered?
  
  What is the reason for the Broadband Label, and why is it important?
- How is the information in the Broadband Label gathered? How is the information in the Broadband Label gathered?
  
  Our information comes from various sources that provide speed testing and performance data measurement. altafiber uses FCC-partnered projects like the Measuring Broadband America program, the Connect America Fund, and the Rural Digital Opportunity Fund to provide the most accurate data. altafiber also uses households with agreed upon testing capability to get more accurate performance data.
  
  More information can be found directly on the FCC Consumer Help Center at www.fcc.gov/consumers.
  
  See Also
  
  What is the reason for the Broadband Label, and why is it important?
  
  What is a Broadband Label?
- What is Fiber? What is Fiber?
  
  Fiber is a type of cabling altafiber uses to transmit internet, video, and phone services to your house in an area that has been upgraded.
  
  Read More
- What is the reason for the Broadband Label, and why is it important? What is the reason for the Broadband Label, and why is it important?
  
  In April 2024, the FCC (The Federal Communications Commission) mandated that a “Broadband Label” be presented to all potential Internet customers. The labels are modeled after the FDA nutrition labels and are intended to help consumers comparison shop for the internet service plan that will best meet their needs and budget. altafiber has always strived to provide clear pricing and value along with transparent billing for our customers, and we believe that these labels will further aid in the customer experience.
  
  More information can be found directly on the FCC Consumer Help Center at www.fcc.gov/consumers.
  
  See Also
  
  How is the information in the Broadband Label gathered?
  
  What is a Broadband Label?
- Can I get altafiber Fioptics Internet at my home? Can I get altafiber Fioptics Internet at my home?
  
  altafiber is always expanding our Fioptics service to bring the highest-quality service to more and more of our customers.
  
  To find out if Fioptics is available at your address, click the Check Availability button below.
  
  Check Availability
  
  See Also
  
  Are there any data caps?
  
  How to run a speed test?
- Where do I find altafiber's Broadband Label Library? Where do I find altafiber's Broadband Label Library?
  
  Click here to view the full library of Broadband Labels from altafiber.
- What devices are supported on Fioptics+? What devices are supported on Fioptics+?
  
  Unmanaged Android TV
  
  Fire TV
  
  Apple TV
  
  NOTE: ROKU platform is not supported at this time.
  
  Read More
- What speed should I select? What speed should I select?
  
  altafiber has many different speeds to select from depending on how your household uses the internet. Click here and scroll down to "see details" of each package to see what the appropriate speed can do for you and your household.
  
  See Also
  
  Are there any data caps?
  
  Is my internet throttled?
- Are there any data caps? Are there any data caps?
  
  A data cap is limiting the transfer of a specified amount of data over a period of time, usually a month. While other Internet service providers in your area may cap your data, altafiber does NOT cap or limit the amount of data you can send or receive with your Internet service.
  
  See Also
  
  How does Net Neutrality affect me as an altafiber customer?
  
  What is Net Neutrality?
- Is my internet throttled? Is my internet throttled?
  
  No! altafiber does not throttle nor have data caps.
  
  See Also
  
  Can I get altafiber Fioptics Internet at my home?
  
  How does Net Neutrality affect me as an altafiber customer?
- How to run a speed test? How to run a speed test?
  
  To run a speed test, click here. As a reminder, speeds can vary from a wired to a wireless connection and from device to device. We always recommend running a wired speed test in order to see the true speed you are receiving.
  
  See Also
  
  What is Net Neutrality?
  
  Are there any data caps?
- Is there an outage in my area? Is there an outage in my area?
  
  Check here to see if your area is experiencing an outage.
  
  Outage Search
  
  See Also
  
  How does Net Neutrality affect me as an altafiber customer?
  
  Is my internet throttled?
- What is Net Neutrality? What is Net Neutrality?
  
  Net neutrality is the principle that Internet service providers must treat all data on the Internet the same, and not discriminate or charge by user, content, website, platform, application, type of attached equipment or method of communication. For instance, under these principles, Internet service providers are unable to intentionally block, slow down or charge money for specific websites and online content.
  
  See Also
  
  Can I get altafiber Fioptics Internet at my home?
  
  How to run a speed test?
- How does Net Neutrality affect me as an altafiber customer? How does Net Neutrality affect me as an altafiber customer?
  
  The FCC recently voted to repeal net neutrality rules. This decision is seen as a “win” for national Internet Service Providers that supply high-speed Internet, and that aggressively lobbied for the change – although many of these providers have so far declined to discuss what the FCC’s vote means for their customers in the long term.
  
  altafiber wants you to be clear on our position:
  
  We will not prioritize Internet content traffic. We have, and will continue, to keep treating all Internet traffic the same way.
  
  We will not charge you a premium to access content that is freely accessible over the Internet. Our job is to maintain your connection. You decide how to leverage that connection.
  
  In other words: The repeal of net neutrality rules will not impact altafiber customers. altafiber is building and maintaining a fiber network that is designed to meet the current and future bandwidth needs of our customers. There is no need for altafiber to prioritize or throttle Internet traffic.
  
  See Also
  
  What is altafiber's stance on Net Neutrality?
  
  Is my internet throttled?
- What is altafiber's stance on Net Neutrality? What is altafiber's stance on Net Neutrality?
  
  altafiber believes high-speed Internet is a powerful asset that facilitates access to education, employment opportunities, and health services. High-speed Internet allows entrepreneurs to start and expand businesses. And, of course, high-speed Internet supports a multitude of entertainment choices.
  
  Today, altafiber can deliver high-speed Internet to approximately 70 percent of Greater Cincinnati. That percentage will only grow as we continue our investment into building a deep fiber network across the region.
  
  Our investment in fiber – which to date totals approximately $1 billion – allowed us to start offering Gigabit service to consumers in 2014. Continuing the fiber investment is the right thing to do for customers. Which makes it the right thing to do for our company.
  
  altafiber believes that a net neutral approach is also the right thing to do for our customers. And that’s how we approach every decision we make.
  
  See Also
  
  Are there any data caps?
  
  How does Net Neutrality affect me as an altafiber customer?
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New Service Installation
- Do you drill in my home? Do you drill in my home?
  
  On occasion, drilling may occur to route wires and cables.
- How do I self install my service? How do I self install my service?
  
  Follow the "how-to" steps provided here, which will walk you through the installation process, including setting up your wireless network, gateway and/or Fioptics+ TV service.
- What can I expect during my service installation? What can I expect during my service installation?
  
  Please note, internet service installation timeframes vary depending on whether TV service is included, the type of internet access ordered (e.g. ZoomTown or Fioptics), the layout of your home and existing inside and outside wiring.
  
  Read More
- What is buried wire/bore and when is it needed? What is buried wire/bore and when is it needed?
  
  At some addresses in the altafiber service area, wires are not completely connected from altafiber’s network to the customer's home. Depending on the layout of the home (sidewalk, street, driveway, etc…), occasionally a wire needs to be ran in order to make that connection so altafiber can provide service to the home.
  
  Read More
- What should I expect if the line/wire in my yard is to be buried underground? What should I expect if the line/wire in my yard is to be buried underground?
  
  This is commonly referred to as "Buried Wire". To complete an installation, at times, altafiber must run a temporary line. Most of these scenarios occur if you have buried utilities. altafiber will connect your services with a marked line above ground and there will be a follow up visit from an altafiber vendor to come out and bury the line in your yard. You are not required to be home for the visit.
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Equipment
- Why and how do I reboot my wireless gateway? Why and how do I reboot my wireless gateway?
  
  Remove the power cable from the back of the gateway/extender. Confirm all of the lights are off on the gateway/extender. Wait 10 seconds. Plug the power cord back into the gateway/extender. Give the system 1-2 minutes to to return to normal operation.
- What equipment do I receive? What equipment do I receive?
  
  You will receive a modem from altafiber based upon the level of service you have ordered. Along with the wireless gateway you will get a power cord, Ethernet and phone cables that may be needed during your install. Depending on the facilities available in your area, you may also receive a kit containing inline phone filters to be installed on your phone cords (but not the cord running to your wireless gateway).
  
  If you have ordered services other than Internet from altafiber, you may receive additional equipment.
- What if my wireless gateway does not have power? What if my wireless gateway does not have power?
  
  Unplug the wireless gateway from the power outlet or power strip. Plug in a lamp or other known working device into the outlet that the wireless gateway is plugged into. If the lamp/device doesn't work this might indicate that your outlet or power strip is having an issue. Ensure power strip is on. Plug your wireless gateway or set to box directly into power outlet.
  
  If the lamp/device works this may indicate an issue with your wireless gateway. Please contact Technical Support at 513-565-9890 for further assistance.
- How do I install my Zyxel 4381 Gateway? How do I install my Zyxel 4381 Gateway?
  
  Follow this how-to-guide for set-up of your Zyxel gateway.
- How do I install my Zyxel 660 Gateway? How do I install my Zyxel 660 Gateway?
  
  Follow this how-to-guide for set-up of your Zyxel gateway.
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eero Secure
- How do I block or allow certain websites? How do I block or allow certain websites?
  
  1. Tap on eero Secure.
  
  2. Scroll down to the Profiles section, and select Block & Allow Sites.
  
  3. Tap Add Blocked Site.
  
  4. Enter the URL of the website you wish to block and select the Profile associated with the blocked site.
  
  5. OR select Network to block it for all
  users on the network.
  
  6. The blocked site now appears in the list
  with the associated profiles.
  
  Read More
- How do I content filter? How do I content filter?
  
  1. Tap on eero Secure.
  
  2. Scroll down to the Profiles section, and select Content filters.
  
  3. Select the profile for which you want to set up content filters.
  
  4. Tap the desired filter template.
  
  5. Review options and tap Apply.
  
  6. Toggle on/off individual content filter categories as desired.
  
  Read More
- How do I create a profile? How do I create a profile?
  
  1. Tap on the blue "+" sign in the top right.
  
  2. Select Add a Profile from the pop-up menu.
  
  3. Add a profile name.
  
  4. Select which devices to add to the profile.
  
  5. Tap Done.
  
  Read More
- How do I enable ad blocking? How do I enable ad blocking?
  
  1. Tap on eero Secure
  
  2. Scroll down to the Network section.
  
  3. Toggle on Ad Blocking.
  
  Read More
- How do I enable my network security service? How do I enable my network security service?
  
  Tap on eero Secure
  
  Scroll down to the Network section
  
  Toggle on Advanced Security
  
  Read More
- How do I block apps? How do I block apps?
  
  1. Tap on the blue "+" sign in the top right.
  
  2. Scroll down to the Profiles section, and select Block apps.
  
  3. Select the profile for which you want to block apps.
  
  4. Select the apps that you want to block.
  
  5. Confirm selection by tapping Done.
- How do I see how many security threats have been blocked? How do I see how many security threats have been blocked?
  
  1. Tap on the Scans or Threat blocks block.
  
  2. Navigate between the Day, Week, and Month tabs.
  
  3. Select a top device to view more details.
- How do I manage my eero Secure notifications? How do I manage my eero Secure notifications?
  
  1. Select Notifications.
  
  2. Customize notifications to your liking.
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Email
- How do I check my altafiber email address inbox? How do I check my altafiber email address inbox?
  
  Click here, then click "email". After that you'll be prompted to enter your email address and password.
- How do I report spam and other email abuse? How do I report spam and other email abuse?
  
  Spam can be reduced by a few simple steps:
  
  Read More
- I'm using a mail client such as outlook, what server settings should I use? I'm using a mail client such as outlook, what server settings should I use?
  We offer a great tool that allows you to select your email client and follow step-by-step instructions for setup. Please select an option from your email client below.
  
  Microsoft Outlook:
  
  New Email Account Setup
  
  Checking Settings on an Existing Account
  
  Mac Mail:
  
  New Email Account Setup
  
  Checking Settings on an Existing Account
  
  Thunderbird:
  
  New Email Account Setup
  
  Checking Settings on an Existing Account
- How do I set up my email address on my wireless device? How do I set up my email address on my wireless device?
  
  We offer a great tool that allows you to select your smart device and follow step-by-step instructions for setup. Please click here to access the tool.
- What is spam and what is phishing? What is spam and what is phishing?
  
  Spam is the common term for unsolicited commercial email (UCE) — the Internet version of junk mail. "Spam" can also be a verb, used to describe the method of flooding the Internet with many copies of the same message.
  
  Read More
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Troubleshooting
- Why is my speed slower on Wi-Fi? Why is my speed slower on Wi-Fi?
  Your Wi-Fi speed depends on several factors, such as:
  
  The age of your computer or other devices
  
  Devices’ wireless standards
  
  Devices distances from your wireless gateway
  
  Number of devices connected at once
  
  Interference from other electrical equipment/devices
  
  Interference from your neighbor’s home network
  
  Objects in the way (i.e. home and wall construction, furniture, etc.).
  
  It is very difficult to quantify interference, and the average consumer is unable to do so without special equipment or applications. For information regarding your wireless connection vs wired connection please see the attached document.
- How do I connect my device to Wi-Fi? How do I connect my device to Wi-Fi?
  
  Need to connect or re-connect your personal devices to your altafiber Wireless Network?
  
  Click here to view a list of devices and step-by-step instructions on how to connect them.
- How do I change my Wi-Fi password? How do I change my Wi-Fi password?
  altafiber installs many different gateways, below are the most common. Locate your gateway and select the appropriate one to view the instructions to change your Wi-Fi password.
  
  Google
  Click for instructions
  
  Zyxel 3415
  
  *Please note that when you change your Wi-Fi password and/or Network name any connected devices will no longer be connected to your network and you will need to search the new network name on those devices and/or enter your new network password.
  
  1. Open a Web Browser
  
  2. Enter 192.168.200.1 into the address bar and click enter
  
  3. This will prompt a Username and Password. These are found on the back label of your gateway. They say Administrator Username and Administrator Password.
  
  4. Find the Network Settings tab located on the bottom of the page and hover over it.
  
  5. Select Wireless for the list of options.
  
  6. On the Wi-Fi tab you will see your current Wi-Fi Network Name (SSID) and Password.
  
  7. Under Action you will see an Edit button. Click this to change your name and password.
  
  Please note that when you change these two items any connected devices will no longer be connected to your network and you will need to search the new network name on those devices and enter your new network password.
  
  Show instructions
  
  Zyxel 660/4381
  
  *Please note that when you change your Wi-Fi password and/or Network name any connected devices will no longer be connected to your network and you will need to search the new network name on those devices and/or enter your new network password.
  *if you have our Premier Internet product and have a Wi-Fi booster attached to your Zyxel 4381 Gateway then these instructions will not apply. Since this is a more complex setup we recommend calling us at 513-565-2210.
  
  1. Open a Web Browser
  
  2. Enter 192.168.200.1 into the address bar and click enter
  
  3. To continue, you must read and agree to the Terms and Conditions by clicking I Agree.
  
  4. Find the Network Settings tab located on the bottom of the page and hover over it.
  
  5. Select Wireless for the list of options.
  
  6. On the Wi-Fi tab you will see your current Wi-Fi Network Name (SSID) and Password.
  
  7. Under Action you will see an Edit button. Click this to change your name and password.
  
  Please note that when you change these two items any connected devices will no longer be connected to your network and you will need to search the new network name on those devices and enter your new network password.
  
  If you need assistance connecting your device to your Wi-Fi network, please use our Wi-Fi device setup tool found here.
  
  Show instructions
- How do I reset my wireless gateway? How do I reset my wireless gateway?
  
  Remove the power cable from the back of the gateway/extender. Confirm all of the lights are off on the gateway/extender. Wait 10 seconds. Plug the power cord back into the gateway/extender. Give the system 1-2 minutes to to return to normal operation.
- My internet is not working. How do I troubleshoot internet connection issues? My internet is not working. How do I troubleshoot internet connection issues?
  
  If you are not getting an internet connection please complete the following steps to troubleshoot the issue.
  
  Step 1: Identifying and locating your equipment
  
  Step 2: Rebooting your Gateway
  
  Step 3: Rebooting your ONT
- I need help locating my Fioptics equipment I need help locating my Fioptics equipment
  
  Watch the video below for helpful tips on finding and identifying the Fioptics equipment at your home.
- How do I reboot my ONT? How do I reboot my ONT?
  
  View the video below for altafiber's instructions on how to reboot your Optical Network Terminal (ONT).
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Premier
- How do I create a QR Recover Code? How do I create a QR Recover Code?
  
  You will need to create a QR recovery code so you have a way to retrieve your master password in case you forget it:
  
  Read More
- How do I Install Internet Safeguard on my Android smart phone or tablet? How do I Install Internet Safeguard on my Android smart phone or tablet?
  
  There are three ways you can install Internet SafeGuard onto your Android phone or tablet
  
  Read More
- How do I Install Internet Safeguard on my Apple smart phone or tablet? How do I Install Internet Safeguard on my Apple smart phone or tablet?
  
  There are three ways you can install Internet SafeGuard onto your Apple phone or tablet.
  
  Read More
- How do I sync my Password Safeguard App Passwords in the updated Internet Safeguard App? How do I sync my Password Safeguard App Passwords in the updated Internet Safeguard App?
  
  Internet SafeGuard and Password SafeGuard have been consolidated into one app. The current Password SafeGuard app will be discontinued and no longer store saved passwords. In order to keep your passwords data, you will need to download the updated Internet SafeGuard App today to ensure that you do not lose your data. In just a few minutes, you can have all your passwords synched and ready to use in your new all-in-one app.
  
  Read More
- What is Premier? What is Premier?
  
  Premier is a bundle including everything you need for one price, such as your altafiber wireless gateway, Radius WiFi, Internet & Password SafeGuard, Wirecare, and Premium Device support. Currently, altafiber no longer offers this package.
- Am I required to use an altafiber provided gateway for Whole Home WiFi? Am I required to use an altafiber provided gateway for Whole Home WiFi?
  
  Yes.
- Does Family Rules work over mobile data and Wi-Fi? Does Family Rules work over mobile data and Wi-Fi?
  
  Yes, Family Rules settings for your child’s device will be effective over both Wi-Fi and mobile data, allowing your children to be protected when they visit a friend’s house, connect to public Wi-Fi at school or are doing homework at home.
- How does Whole Home WiFi work? How does Whole Home WiFi work?
  
  Whole Home WiFi is a solution designed to enhance the altafiber Internet experience. Whole Home WiFi provides a whole-home Internet connectivity assessment if needed for optimal wireless coverage as well as 24/7 technical support for connectivity and device troubleshooting. Device troubleshooting includes gateway settings, Smart Home devices, mobile phone, wireless printers, and more.
- Does Password SafeGuard allow me to auto-fill my login information rather than me typing it in? Does Password SafeGuard allow me to auto-fill my login information rather than me typing it in?
  
  Yes, for quick and easy login experience, you can have Password SafeGuard autofill your information into the browser so you don’t have copy and paste or manually enter.
  
  On a computer:
  To enable the autofill feature, follow the steps below:
  
  Login to Password SafeGuard using your master password.
  
  Click on the Settings tab on the left side, and then click General.
  
  You will see two check boxes for the autofill feature. Check both of those boxes.
  
  Then, click the install button for the browser you would like to use, either Chrome or Firefox.
  
  Follow the prompts to successfully install the browser extension.
  
  Once the browser extension is installed, go back to Password SafeGuard and click the copy button under the authorization code.
  
  Paste the authorization code into the provided box within the browser and click submit.
- How do I add my passwords or credit card information? How do I add my passwords or credit card information?
  
  Log into Password SafeGuard.
  
  Click the + button in the top right corner.
  
  Choose if you want add a new password or credit card details.
  
  Enter the necessary information and click done.
- How do I import my passwords from another password manager? How do I import my passwords from another password manager?
  
  You can import existing password data from other password managers. Importing is possible with the Windows and Mac OS X versions of the product. Steps how to do this:
  
  Export the data from 3rd party password manager to a file in compatible data format of those noted below.
  
  Open Password SafeGuard, enter the master password to go to the main view
  
  Open the side menu and select "Import passwords"
  
  Click the "Browse" button to open the file selector dialog and select the file where you exported the data in step 1.
  
  Import is then complete.
  
  F-Secure Key can import the following data export formats:
  
  Password Safe XML export format
  
  KeePass 2.x XML export format
  
  1Password 'interchange File' format
  
  F-Secure Key's own data export format
- How do I install Internet SafeGuard on more than one device? How do I install Internet SafeGuard on more than one device?
  
  1. Login to your My altafiber account https://login.altafiber.com
  
  2. Locate “Manage My Internet Safeguard” or “Install my Internet Safeguard”. If you don’t see the option to “install” then you have already installed Internet Safeguard on a device.
  
  3. Look for “Send Installation Email” and select it to resend your welcome/installation email. If you don’t see this option, then you need to setup a profile with an email address and profile name.
  
  4. Login to your email and follow the directions to finish the install. Click on “Install Internet SafeGuard” and enter the username on the email. If you don’t remember your password, click “Forgot Password”. Once you have installed Internet SafeGuard, be sure to install Password SafeGuard.
- How do I install Internet SafeGuard on my Windows or Mac computers? How do I install Internet SafeGuard on my Windows or Mac computers?
  
  There are two ways you can download Internet SafeGuard onto your Windows or Mac computer:
  
  a. Via the Activation Email sent to you when you ordered the service
  
  When you first ordered Internet SafeGuard, you were sent an email from (cbemailresponse@altafiber.com) that included a link to download the service.
  
  Once you have located this email, follow these steps to get started:
  
  i. Click on the “Install Now” button within the email from the computer you wish to install Internet Safeguard on.
  
  ii. Click the Download button
  
  iii. Save the .exe file to a location of your choice
  
  iv. Run/Open the .exe file
  
  v. Follow the prompts to complete the installation
  
  b. By logging into My altafiber via your computer
  
  If you have misplaced the activation email, not a problem! Follow these steps to get started:
  
  i. Log in to My altafiber
  
  ii. Click on the Internet link near the top of the page. Then click “overview”.
  
  iii. Click on the “My Internet Security” link.
  
  iv. Click Add Device button
  
  v. Confirm that “Mine or My Child’s Device” is highlighted and the Click Download.
  
  vi. Confirm that “this computer” option is chosen and click Download button.
  
  vii. Save the .exe file to location of your choice
  
  viii. Run/Open the .exe file
  
  ix. Follow the Prompts to complete the installation
- How do I install Password SafeGuard on my devices? How do I install Password SafeGuard on my devices?
  
  There are two ways you can download Password SafeGuard onto your devices.
  
  Via the Activation Email sent to you when you ordered the service
  
  When you first ordered Internet SafeGuard, you were sent an email from (cbemailresponse@cinbell.com) that included a link to download Password SafeGuard.
  
  Once you have located this email, follow these steps to get started:
  1. Click on the “Install Password Manager” button within the email from the device you wish to install Password Manager on.
  
  2. Click the Download button. You will either be asked to save an .exe file or will be redirected to the appropriate app store.
  3. Follow the prompts to complete the installation
  
  4. By logging into My altafiber via your computer
  
  If you have misplaced the activation email, not a problem! Follow these steps to get started:
  
  Log in to My altafiber
  
  Click on the Internet link near the top of the page. Then click “overview”.
  
  Click on the ““My Internet Security”” link.
  
  Click the “Password manager” tab in the top left corner of the security portal.
  
  Click the “Install now” button.
  
  Follow the Prompts to complete the installation
- How do I recover my Master Password? How do I recover my Master Password?
  
  Note: You can recover your master password by following the below steps only if you have previously created a QR recovery code.
  
  If you’ve forgotten your master password, follow these steps to regain access to the password manager by using your QR recovery code:
  
  1. Open up the Password SafeGuard app.
  2. On the login screen, tap Forgot Master Password?
  3. Choose either Import Image or Scan Recovery Code.
  4. Select the image file or scan the image of the QR code. Your master password appears on the screen, and you can log in immediately.
  5. Tap login.
- How do I sync my data on different devices? How do I sync my data on different devices?
  
  Note: To simplify the sync process, you should have the Password SafeGuard app already downloaded on the device you want to sync with your desktop.
  To sync your Password SafeGuard data onto another device, follow the instructions below:
  
  On your desktop computer, open Password SafeGuard and enter your master password, if prompted.
  
  Go to Connect Devices in the left hand side menu.
  
  Under Generate synchronization code, a sync code appears.
  
  Now, grab the device you want to sync with:
  
  If syncing to a mobile device, tap the menu icon, then Connect devices > Code;
  OR
  
  If syncing to another desktop computer, go to Connect devices > Enter synchronization code.
  
  Enter the sync code from step 3 where prompted.
  
  Tap or click the Connect button.
  
  Enter your master password.
  
  Once synchronization is successful, tap Confirm if syncing to a mobile, or click OK if syncing to a desktop.
- I am a current customer and have Internet Safeguard & can't find my welcome email. What should I do? I am a current customer and have Internet Safeguard & can't find my welcome email. What should I do?
  
  1. Login to your My altafiber account https://login.altafiber.com
  
  2. Locate “Manage My Internet Safeguard” or “Install my Internet Safeguard”. If you don’t see the option to “install” then you have already installed Internet Safeguard on a device.
  
  3. Look for “Send Installation Email” and select it to resend your welcome/installation email. If you don’t see this option, then you need to setup a profile with an email address and profile name.
  
  4. Login to your email and follow the directions to finish the install. Click on “Install Internet SafeGuard” and enter the username on the email. If you don’t remember your password, click “Forgot Password”. Once you have installed Internet SafeGuard, be sure to install Password SafeGuard.
- I have a Google wireless gateway (white box or puck), do I need to do anything to use this service? I have a Google wireless gateway (white box or puck), do I need to do anything to use this service?
  
  Possibly! After ordering the service, our provisioning will take place at approximately 2 AM on the subsequent day after you place your order. When that is complete, update the DNS in your Google Home App by clicking here. If you would like to take advantage of the service immediately, unplug your wireless gateway, wait 30 seconds, and plug it back in. However, if you are activating Internet service at the same time, the provisioning will be sent once the wireless gateway is plugged in.
- I have a Zyxel wireless gateway (black box) do I need to do anything to use this service? I have a Zyxel wireless gateway (black box) do I need to do anything to use this service?
  
  Nope! After ordering the service, our provisioning will take place at approximately 2 AM on the subsequent day after you place your order, then you’ll be protected. If you would like to take advantage of the service immediately, unplug your wireless gateway, wait 30 seconds, and plug it back in. However, if you are activating Internet service at the same time, the provisioning will be sent once the wireless gateway is plugged in.
- I have used all of my licenses, how do I get more? I have used all of my licenses, how do I get more?
  
  You have the ability to download Internet SafeGuard and password manager on up to 5 devices. If you need to add more licenses for either of these services, you will need to call the altafiber call center at 513-565-9890 or click the chat button above now.
- I keep seeing a "banking protection active" notification at the top of my browser. What is this? I keep seeing a "banking protection active" notification at the top of my browser. What is this?
  
  Internet SafeGuard includes a feature called Banking Protection which keeps your financial transactions safe while you shop or bank online. Banking Protection is available for Windows PC’s and Android phones or tablets.
  
  The Banking protection feature prevents man-in-the-middle attacks from happening while you are banking or shopping online. An unwanted third-party connection is not usually visible to the user and can manipulate the transaction you are trying to make, ultimately transferring funds to an untrusted party. To prevent these common attacks from happening, banking protection blocks untrusted internet connections from being made while you are in a protected banking or shopping session.
  
  Also, all connections of the trusted processes are checked. If a trusted process connects to an untrusted or unknown IP-address, the connections are automatically blocked.You are not given a notification if an untrusted connection has been blocked.
  
  The banking protection notification at the top of your browse provides you with peace of mind that your online transactions are safe from cyber-attacks. Banking protection will automatically end after you have completed your banking or shopping session.
- I purchased a new device. How do I remove Internet Safeguard from my old device? I purchased a new device. How do I remove Internet Safeguard from my old device?
  
  1. Login to your My altafiber account https://login.altafiber.com
  
  2. Locate “Manage My Internet Safeguard” or “Install my Internet Safeguard”. If you don’t see the option to “install” then you have already installed Internet Safeguard on a device.
  
  3. Look for “Send Installation Email” and select it to resend your welcome/installation email. If you don’t see this option, then you need to setup a profile with an email address and profile name.
  
  4. Login to your email and follow the directions to finish the install. Click on “Install Internet SafeGuard” and enter the username on the email. If you don’t remember your password, click “Forgot Password”. Once you have installed Internet SafeGuard, be sure to install Password SafeGuard.
- I’m able to access a website but I think it should be blocked. What should I do? I’m able to access a website but I think it should be blocked. What should I do?
  
  Please keep in mind Network Defense will not block a website for content (violence, adult themes, etc.). If you are interested in an additional service to control content that can be viewed on the Internet, please see our Internet Safeguard products for consumer and business. If you believe the website should be blocked for malware, phishing, etc., please enter a ticket using the following steps:
  
  Log into your My altafiber account by clicking here.
  
  Click Network Defense which is on the right side of the page under the Quick Links.
  
  Enter your name, phone number, website, and email address.
  
  After entering the information, click submit.
- I’m trying to go to a website but keep receiving a page about a security threat. What does it mean? I’m trying to go to a website but keep receiving a page about a security threat. What does it mean?
  
  This means we are blocking the connection due to a security threat.
- If I feel like a site I’m trying to navigate to should not be blocked, what should I do? If I feel like a site I’m trying to navigate to should not be blocked, what should I do?
  
  Once you receive the block page, there will be instructions listed on the page to submit a ticket to our support team. Our support team will review the page to ensure there is still a security threat. If there is, the page will not be unblocked; however, if the page is no longer a security threat, we will remove the block.
- What is a master password for Password SafeGuard? What is a master password for Password SafeGuard?
  
  Once you've installed Password SafeGuard, and you start the application for the first time, you have to create a master password. This password is very important, as it allows access to Password SafeGuard, and protects all your password data.
  
  Choosing a unique, hard-to-guess master password or passphrase (such as "DenverhaslotsofMounta1ns") will keep your passwords safe. Do not use your master password for any other online account password. It should be unique to this service.
  
  For your security, altafiber cannot reset your master password or send you a recovery code if you forget your master password. This has been a conscious decision by altafiber to increase your security and privacy. Because of this, we strongly recommend that you create a QR recovery code as soon as you have taken the password manager service into use. The QR recovery code is a secure and easy way for you to recover your master password if you forget it. See FAQ "How do I create a QR recovery Code?" for instructions on how to create and store your QR code.
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Lifeline

What is Lifeline? What is Lifeline?

Lifeline is a government supported benefit for qualifying low-income consumers. Lifeline provides a discount on phone services OR broadband Internet services to ensure that all Americans have the opportunities and security that phone service brings, including being able to connect to jobs, family and emergency services.

Please visit www.altafiber.com/lifeline for additional information.
What is the Lifeline discount? What is the Lifeline discount?

Ohio residence can choose to have a monthly discount of $7.25 applied toward local telephone service or $9.25 applied toward qualifying Internet service.

Kentucky residence can choose to have a monthly discount of $10.25 applied toward local telephone service or $9.25 applied toward qualifying Internet service
Please visit www.altafiber.com/lifeline for more information.
Can I have a Lifeline discount on my Home Phone and Internet at the same time? Can I have a Lifeline discount on my Home Phone and Internet at the same time?

No, you are only able to apply the Lifeline discount to one of these products. Please visit www.altafiber.com/lifeline for more information.

Who is eligible for Lifeline?

How do I know if I qualify for Lifeline and how do I apply? How do I know if I qualify for Lifeline and how do I apply?

Eligible customers must verify their eligibility through the National Verifier database. Customers can utilize the consumer portal at www.checklifeline.org to determine eligibility, they may mail their completed application and all supporting documentation to the Lifeline Support Center or they may go to an authorized altafiber retail store where an associate may help them determine eligibility. All applications are subject to verification of the applicant's eligibility for Lifeline through the National Verifier.

altafiber may not grant Lifeline benefits to those that do not qualify in the National Verifier. If the customer chooses to mail their documentation to the Lifeline Support Center please mail all paperwork to:

Lifeline Support Center
PO Box 7081
London, KY 40742

Note: An application for Lifeline is not an applications for new telephone or internet service. Consumers wanting to establish new service must contact altafiber to establish service and return the completed Lifeline application.
Where do I find the Lifeline application form? Where do I find the Lifeline application form?

A copy of the altafiber Lifeline application can be downloaded from this website using the links below.

Lifeline Application
Fill out the form and send to:
Lifeline Support Center
PO Box 7081
London, KY 40742

Lifeline Application Applications are also available by calling altafiber at 513-565-LIFE (5433) and from select social service agencies/organizations.
Who do I call if I have questions regarding Lifeline? Who do I call if I have questions regarding Lifeline?

Consumers with questions regarding Lifeline should contact a altafiber telephone Lifeline representative at 513-565-LIFE(5433) - Monday through Friday, 7:30 AM to 7:00 PM and Saturday 7:30 AM to 5:00 PM EST. Customers can also visit: www.lifelinesupport.org for questions regarding the application process.

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Whole Home WiFi
- What is Whole Home WiFi? What is Whole Home WiFi?
  
  Whole Home WiFi is a product available to all residential internet subscribers that elevates your internet coverage throughout your entire house.
- Do I receive additional equipment when I order Whole Home WiFi? Do I receive additional equipment when I order Whole Home WiFi?
  
  Yes, you will receive an extender (additional hardware) that can be placed in a climate control environment in your house.
- Do I receive upgraded equipment if I order Whole Home WiFi? Do I receive upgraded equipment if I order Whole Home WiFi?
  
  No, but we will install or ship additional equipment based on your current equipment in your house.
- Does a technician need to come onsite to set up the equipment? Does a technician need to come onsite to set up the equipment?
  
  Potentially but we will determine if a technician is needed throughout the ordering process.

Household Size	Annual Income	Monthly Income
1	$17,226.00	$1,435.50
2	$23,274.00	$1,935.50
3	$29,322.00	$2,443.50
4	$35,370.00	$2,947.50
5	$41,418.00	$3,451.50
6	$47,466.00	$3,955.50
7	$53,514.00	$4,459.50
8	$59,562.00	$4,963.50
Each Add'l Person	$6,048.00	$504.00

Internet

Common Internet Questions

New Service Installation

Equipment

eero Secure

Email

Troubleshooting

Premier

Lifeline

Whole Home WiFi