If you cancel service 4 days into a billing cycle over the phone and the representative says they can prorate the bill. They are lying. ended up paying over $120 for 5 days of service. Financial care "All calls are recorded. " Me "Can you review call where proration was offered" FC "Sorry we can't" Me "Then why record them" FC "they are valid charges." Me "Fioptics is going to send me offers every week to come back. I will not return because of this assurance that is not being provided." FC "They are valid charges" read more

THIS PLACE IS RIDICULOUS!!! I still had a 56$ free my roommate was supposed to pay for because we split bills, and somehow my bill went up too 220$?! so I asked them about it and it's a 49$ reconnection fee, and a 19$ late fee. do the math, that's 124$ not 220$. I spoke to an American there a week or so ago, and he said there was fees that should not have been on my account. Alta fiber also took 219$ dollars from me and still wanted me to pay the 219$ again. they told me I'd get it back April 10th, here it is may 5th, I never got it back. Alta fiber customer service is trash! they do not care about their customers. they're scammers! read more

I would give ZERO stars if possible. Altafiber's raises rates without letting customers know, I lost over 15 channels in my lineup but I was paying the same amount and when I complained was offered no resolution or compensation. They absolutely have the worst customer service. I switched and I will never go back. read more

I had a problem with my land-line, which necessitated a series of interactions with Alta-Fiber. Here's the positives and negatives: Negative -- Hated their phone system. You call one number for service, even if your job is in progress, you have to go through the bots giving you numbers to push if you're calling for this-or-that reason, and the new person (definitely outsourced to a call center somewhere) needs to ask the same time-wasting questions and look you up before they can help you. What a hassle. Negative -- My repair happened in steps: 1. A service person came out, told me someone else would need to come out to change my phone line from old copper to fiber optics. 2.The second service person came out, said there weren't enough wires to connect to on the pole, so a specialist would need to come out to do that. 3. Finally, a third service person came out to install new fiber optics line. Each of these times required me to take off of work to be there -- not always an easy feat, and the entire process took 3 weeks. Negative -- They told me the problem is that I have old copper wiring, that "they're not fixing those," are just letting them rust out, and will need to give me new fiber optics. As an ongoing customer, how come they never told me that? I was paying a monthly fee for a system they knew was decrepit and problematic? And they just wait for a customer to have a problem with the antiquated system, before giving them the latest best one -- for the same fee? Positive -- There was no fee at all connected with this process. Even when the fiber optics was put in, and it turned out part of the problem was a short in my system (which they normally would bill me for). I was told that for this first Fiber Optics appointment, they cover all the costs to getting me set up, whether it's an internal (my) problem or external (their) problem. Positive -- Every single service person who came out (of the 3 people) were absolutely wonderful to work with. They were honest, forthright, answered all my questions, had great senses of humor, didn't try to sell me, were very patient with problems, and even put their footies on before coming into my home. And very knowledgeable about their jobs!! I planned to give them a "4," due to the good customer service. However, today I just called them, to get the charges removed for the time my phone wasn't working. And got the usual outsourced call center. Mind you, this is the 4th time I've called them from this number (my work number), and suddenly they're asking for me to call from my home number -- or send them a photo ID, or they can't work with me!!!! No, I'm not at home, as it's work hours. Yes, I understand it's a security issue, as they need to send a verification to my home phone, so they know it's me. But it's a continuity and communication issue here -- Every time I get someone different who doesn't know what's going on, and though I'm calling from the same number I've already called from on 3 separate times, they have no idea or proof of who I am. OMG -- This is a communication company that's absolutely lousy at communication!!!! Positive -- They did credit me one month of service, taking off the time that I was paying for service I wasn't receiving. Though it was a real hassle having to call -- twice more -- to get that taken care of. With all of that, I'm only giving this service a "3." And I'm only giving it that number, as opposed to a "1" or a "2" because of the great service people who came to my house! read more

Tried to cancel on March 11 when my account started a new month. They canceled on March 14th. Charged me for the entire month. Called them and got out of country call center. Requested a U.S. based call center. It took over 5 minutes to be sent to a U.S. based call center. They just kept talking saying they could help. read more

I didn't ask for a new one, but they sent me a new modem with instructions on how to set it up. That went great. A heads up that everything that runs on wifi in my house would have to cancel the old network name and put in the new one. No instructions on that at all. Had to call them. I think I have everything running, but I won't know until I try to turn things on. Poor communication . I ended up having to uninstall all of my smarthome apps, and start from scratch. read more

Terrible transition to fiber in Lebanon. Customers of many years left to hang out to dry while new cable is being laid - no notification - just - SURPRISE you have no service and by the way here's your bill for the next month. read more

trash, don't use. randomly updated your internet regardless of what you're doing at the time, and it gives you no update to how much longer the update will take read more

Well it is time for me to vent. I was a very happy customer of Cincinnati bell for years. Then Alta Fiber took over. While I was not quite as happy with their service I decided to try and work with them. This month I cut my cable cord. Not only did they again raise my monthly cost but they are charging me for their service and equipment for the time after I returned the equipment and was no longer using their service. I spoke with customer service and explained that the bill is charging me thru November 18th even though I canceled my service and returned my equipment November 4th. I had NO CONTRACT with them and could cancel at anytime. I am posting this because you need to know how little they respect their customers. When I ask about this they said they could not do anything because I had already cancelled my contract. In other words BECAUSE YOU ARE NO LONGER OUR CUSTOMER, WE COULD CARE LESS!!! On the good side I am now getting higher speed Internet and live TV for $40 less that Alta Fiber wanted to charge me!! Buyer beware of Alta Fiber read more

I have put my bill on autopay every two months I come home from work to my service being disconnected because they say my card is expired (IT IS NOT) all other creditors bill this card, it is horrendous then on phone for 45 minutes to give the same card # that has been on file forever !! read more

they need to STOP calling. 5-7 calls per weeks is starting to piss me off. STOP IT. I have no business wiith you.

Cincinnati Bell was bad. But Altafiber is worse. Called to upgrade speed. And drop TV services. The initial contract was 5/15/2020. They said it was locked into an auto-renewing contract. Offered me an upgrade at a more expensive rate. New customers get a better rate than existing customers, and they hold the contract over your head like enslaving shackles. read more

Can I give it zero stars??? Altafiber sends an email with a mandatory upgrade, which is free (they say), but they provide a link ONLY to the paid upgrade. Then, when I chat FROM MY ACCOUNT, they require proof I am who I say I am. Ask for my account number but won't tell me how to find it. I finally find it, but now they want a picture (no way they are getting that, and for a company that is supposedly security conscious, they want me to give them a pic and my DL?!?). Horrible customer service, and horrible policies that appear to be created to hurt their customers and invade their privacy. read more

Altafiber. I can say NOTHING positive about Altafiber, formerly Cincinnati Bell. We have has versions of service from multiple residential phone lines, to multiple business lines. FOR OVER 50 YEARS. Never has a company spiraled down hill in such a short period of time. Terrible and disrespectful customer service over the phone, to rude agents in the retail stores. They are untruthful and several businesses I deal with have been on TV with the exact same issues. BEWARE You will be dissapointed, read more

first they want to drill holes in my walls for their "new" fiber since they are upgrading from copper and then tell me that my bill it is going up to over $200 but with their "promo" discounts it is still too much. May not sound much to some people but i can not afford this. read more

This company has been calling nonstop for over a year now. I don't even live in Cincinnati. Every time I block a number they somehow have another one. Avoid this company at all costs, could not recommended them any less. read more

I can't rate zero. They are unprofessional, unethical and infuriating. I started with trying to get a better rate for my Internet services. I was paying $137 per month for Internet only, 50 MBPS. A joke! I called, they finally got me to 65 per month with fiber installation. For two weeks I have been trying to get fiber in my unit, two technicians have been out, everyone has failed. In the meantime, they turned off my copper service. They had no right to do that, I have paid for the month. I am still without any services, and they are refusing to turn back my old services. They literally have told me they can, but they won't. so I have paid for the month for my crappy old Internet, they turned it off before my new services were installed, I have zero Internet, and they have the ability to give it to me, and have flat out said they will not. Unethical. Distasteful. disgraceful. If you have the choice, avoid at all costs! read more

We tried to cancel our service since my mother died, it could not have been more complicated. After 45 minutes of going around and round, I had to upload (for a 2nd time since this is the 2nd attempt to close the account) my mothers death certificate. After I finally did that they said that they could not accept proof of the house being sold months ago, nor my mother death certificate, but rather they needed my father death certificate from 2004 which I did not have. Another hour passes and they get a supervisor, who cannot do anything unless I had the death certificate. Finally she agrees to use the obit from 2004. Turns out the reason they didn't close the account 6 months ago was because a modem was not returned. My parents rented this modem for over 10 years. Crazy that they will not just charge us for the modem 6 months prior but rather just not close the account. Not the Cincinnati Bell that used to be, horrible horrible service. Stay away from this company. read more

Recently Altafiber dropped Paramount which stinks because I enjoy several of the now discontinued channels and they are offering a one time 15.00 credit which they feel makes up for that inconvenience. I already pay more than enough for their Internet and tv service and to just do things like this while claiming to save you money is insane they should lower everyone's bill that's being affected by this change I didn't ask for it and should I pay extra for other services to see what I want when it was already in the current price I pay? I don't think so. Things are expensive enough at least let me have this. read more

Beware of Alta Fiber introductory offers. Back in late October of 2023 Alta Fiber came down my street in Springboro, OH. One of their sales people came to my door with an offer of $41.23 per month for 400 meg fiber with a 3 year price lock guarantee. He made a big deal of how it is normally 2 years but that he checked and it was actually 3 years which he showed me on his tablet that he used. I was happy to take the deal because I was currently paying almost double that for a slower speed. In November of 2024 the price increased to $51.23 per month which I didn't notice until about a week ago. I called customer service and was told that there was nothing in my file about a 3 year price guarantee. The customer no service person further told me that there was nothing that he or anyone else could do because the "system" would not allow it. I find it very hard to believe that no one at Alta Fiber couldn't make this right. I was either lied to or any notes the sales person put in the "system" were deleted by the "system". All I wanted was what I was promised but it looks like I will have to switch to Point Broadband which has a 3 year guarantee at the same price. My contact with Alta shows me that they don't have the integrity to honor the deals that they give to new customers. read more