Cincinnati Bell Customer Care Number (now altafiber): How to Reach the Right Team Fast

Brand update and what that means for contact numbers

Cincinnati Bell rebranded to altafiber in 2022. If you’re looking for the “Cincinnati Bell customer care number,” you’re in the right place—just know that the company’s official support pages and phone menus now say altafiber. Your existing Cincinnati Bell account numbers and services continue to work under the new brand.

Because phone trees, departmental extensions, and hours change, the most reliable, always-current source for customer care contact info is the official site: https://www.altafiber.com/support/contact. Numbers that appear on third‑party directories or forums can be outdated; check the contact page or the phone number printed on your latest bill before you dial.

Primary ways to contact customer care

If you have a Cincinnati Bell/altafiber landline, the simplest way to reach support is to dial 611, which routes you to customer care from within the network. This shortcut has been consistently supported across legacy Cincinnati Bell and current altafiber voice services. From mobile phones or non‑altafiber lines, use the main customer care number listed on the company’s contact page or your billing statement.

The number many residential customers in the Cincinnati metro area see on their statements is 513-565-9890. Treat this as a commonly published line rather than a guarantee, and verify it on the official contact page before dialing. For customers outside the 513 area or for those who prefer online help, altafiber also offers live chat and a secure account portal where you can handle billing, moves, service changes, and repair tickets without calling.

• Fastest general route: Dial 611 from a Cincinnati Bell/altafiber landline.
• Residential customer care (commonly published in the Cincinnati area): 513-565-9890. Verify on https://www.altafiber.com/support/contact before dialing.
• Web support hub: https://www.altafiber.com/support/contact (live chat, account tools, and department‑specific phone numbers).
• Account and billing self‑service: Sign in at https://www.altafiber.com (Account/Sign In) to view balances, make payments, or start a move/transfer.
• TTY/TDD and accessibility: Dial 7-1-1 (Telecommunications Relay Service) and ask the operator to connect you to altafiber customer care.

Tip: When you call from the phone number on your account, the system often recognizes your line and can route you faster. If you’re calling from a different number, have your account number ready (top of your bill) so the IVR can locate your profile immediately.

Hours, expected wait times, and how to prepare before you call

Published hours vary by department (technical support vs. billing vs. moves/changes), and some lines offer extended or 24/7 coverage for outage and repair needs. Always confirm hours on the contact page before calling. In general, you’ll see the shortest queues outside of traditional peak times (for example, avoid Monday mid‑morning and immediately after major regional outages).

Most billing questions can be handled in a single call if you have the right details ready. Technical calls run faster if you can confirm light status on your ONT or modem, note error messages, and provide dates/times of any service dropout. For move/transfer requests, have your new service address and move‑in date handy before you call to lock down an installation window.

• Your account number and service address (from your latest bill or online account).
• Passcode/PIN for account security (you’ll be asked to verify identity).
• For internet/Fioptics issues: ONT or modem model, serial number, and the status of power/LOS/Internet lights; recent speed test results (e.g., https://www.speedtest.net) with date/time and device used.
• For TV issues: Set‑top box/DVR model, channel numbers affected, exact error codes/messages.
• For move/transfer: New address, preferred dates, access notes (gate codes, landlord contact), and whether you need a new drop or ONT relocation.

If your issue is time‑sensitive (e.g., complete loss of service), start with live chat to get a ticket number, then call with that ticket number for expedited routing. Keep a log of dates, agent names, and ticket/confirmation numbers; it’s invaluable if you need to escalate or reschedule.

Outages, escalations, and in‑person options

Before calling, check for known outages on the Support page under Network/Service Status at https://www.altafiber.com/support/contact. If there’s an area‑wide incident, the status page will usually display the impacted ZIP codes and an estimated restoration time, and opening a duplicate ticket won’t speed repairs. You can also enroll in outage text alerts through your online account to get automatic updates.

For issues that aren’t resolved after a reasonable number of contacts, ask the agent for escalation to a supervisor or a Customer Care Manager and request a case number. If a field dispatch is needed, confirm the appointment window, whether adult presence is required, and any potential charges (for example, non‑warranty inside wiring work). Keep your case number handy for follow‑ups.

If you prefer face‑to‑face support or need to return/exchange equipment, use the store locator on https://www.altafiber.com to find the nearest retail location and its hours. The company’s headquarters is at 221 E Fourth St, Cincinnati, OH 45202, but walk‑in customer service is handled at retail/service locations rather than the corporate office.

Security and verification: avoiding wrong numbers and scams

Only use numbers listed on the official contact page or printed on your current bill. Be cautious of search ads and aggregator sites that show “support numbers” for many providers; some route to third parties. On calls initiated by you, agents may ask for limited verification (e.g., passcode, last 4 digits of SSN) but will not request your full SSN or your online account password.

If you suspect you reached the wrong party, hang up and redial using 611 from your altafiber landline or the number on https://www.altafiber.com/support/contact. For unresolved billing disputes in Ohio after working with altafiber, you can contact the Public Utilities Commission of Ohio (PUCO) Consumer Call Center at 1-800-686-7826. Kentucky customers may contact the Kentucky Public Service Commission at 1-800-772-4636. These agencies can advise on next steps for regulated services.

Finally, keep your contact preferences up to date in your online account so appointment confirmations and outage notices reach you by text or email. Accurate contact info reduces missed appointments and repeat calls, and makes later escalations faster because your history, ticket numbers, and prior remedies are immediately accessible to the next agent.