The Anatomy of your Race Order: What should you expect?

You’ve filled out your Race inquiry form. You’ve signed up for our newsletters about your community and we’ve been keeping you in the loop. Your order form is ready and you’ve selected your desires Race services and placed your order with us. So what happens now? It is important to understand that every community is different, but here are a general guideline that we follow.

  1. Your order is processed: Once you’ve placed your order either online or over the phone, the order will be sent to our in-house Customer Service team. Within 24-48 business hours, you should receive a welcome call that will review your order, confirm your selected services and go over next steps of what to expect.

Speaking of next steps…

Let’s discuss: Aerial vs. Underground: For many of our zones, we know beforehand whether your property is an aerial or underground drop (this is why we ask for your address at the start of every form and call). This is all determined in our engineering and construction phase. Now it’s important to know the difference between these two terms. They will dictate how your services will be installed.

  1. Aerial Drops: There are a number of ways an aerial drop can be completed. The most common way we install our aerial drops is a Race technician will install a line from a telephone pole to the side of your home and connect the fiber optic cord along the existing utility line to your home. Aerial drops are usually done within 7-10 business days after your order is placed. Once the drop is completed, our scheduling team is notified. Scheduling will then call the home owner to schedule the final in-home installation.
  2. Underground Drops: If your home has been deemed an underground drop or you have chosen to be underground, make sure your conduit has been approved by a field engineer. Note: Race does not dig on private property and a pull string must be provided so that technicians may pull the fiber through the underground conduit. If you have been deemed underground, but do not have existing conduit, make sure to review our underground specifications form before performing any work. See here for more details.

I’ve gotten my fiber lines installed, what should I expect next?: You’re almost there! Welcome to the final step of your Race installation process! A Race technician will be present for this step, we like to refer to this as the “Day Of” or “In-Home” Installation. For the day of install, it’s really helpful if you know where exactly you want your equipment to permanently be. Remember, once the technician installs the equipment, you cannot move it again. To see the best tips what affects your wireless speeds, see our blog here.

The first piece of equipment the technician will install will be the Optical Network Terminal (ONT), which is a piece of equipment that take the fiber optic cable and convert it into an Ethernet connection. After the ONT has been installed, the technician will install any other equipment you may have ordered such as a DVR or set top box. Once all your equipment is in place, it’s time to run a speed test to make sure your Race services are up to par. Once that is done, the technician will show you how to access your network and provide you with your login information.

Congratulations! You are officially connected to your new Race services. Now it’s time for you to upload, download, surf and stream at never before seen speeds. If at any point in time you have any questions about your products or any of our services, feel free to visit our website at race.com or give us a call at 877-722-3833.

Thank you so much for choosing Race!

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