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Cincinnati Bell reports most video issues fixed

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CINCINNATI -- Cincinnati Bell reported late Sunday night that most problems with its CBT Fioptics TV network have been fixed.

As of 11:30 p.m., 95 percent of the outages were restored, according to a post on the company's Facebook page. The company did not provide an estimate as to how many people were affected.

Company spokesperson Angela Ginty told 9 On Your Side that the problem stemmed from a program guide that failed to connect to the set-top boxes.

Ginty offered instructions for customers who have a partial restoration of service, meaning they have at least one TV connection working properly but others are not. She advised those customers to power off their cable box by unplugging the set-top box from the wall, waiting for three minutes and then plugging it back in.

She says customers will be "compensated for the outage" but didn't specify what that means.

Cincinnati Bell says it first started receiving complaints of "sporadic outages" early Sunday morning. However, some customers who sent WCPO emails indicated they started to experience service issues and seeing error messages on their cable boxes late Saturday night.

The bulk of the complaints to WCPO were received around 4 p.m. Sunday.

While some customers complained via Twitter about problems with their phone service and Internet connection, Ginty said earlier Sunday that she'd only heard about problems with video.

In addition to service issues, some Cincinnati Bell customers complained about being unable to contact customer service. Cincinnati Bell says they've experienced heavy call volumes that have overwhelmed their operators.

After receiving hundreds of messages by way of their social accounts, Cincinnati Bell CEO Ted Torbeck released a comment on Facebook page at about 8:15 p.m.

"Cincinnati Bell regrets that we are experiencing significant technical difficulties with Fioptics which has disrupted your services. I apologize to our customers for the inconvenience as we work diligently to determine the cause and restore services. We will be updating this site as we get additional information."

The company not indicated when service will be restored to all customers.

Copyright 2013 Scripps Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

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