Thank you for choosing Race Communications for your Internet, Phone, and TV Services. We know this is an exciting time for you! Below is some important and helpful information you can use to prepare for your upcoming installation.
PREPARING FOR INSTALLATION:
Our installation technician will arrive within the designated installation window. In case of any delays, our scheduling department will reach out and notify you.
- The account holder or an authorized decision-maker, age 18 or older, must be present for the duration of the installation.
- Installation times may vary depending on your home and the services being installed. Installations typically run between 2 – 4 hours from the time the installer arrives.
- The technician may need access to both the inside and outside of your home. Please make sure all gates and fences are unlocked. If necessary, please arrange with your HOA or management company to allow the technician access to the buildings telecom utility rooms or closets.
- Please clear your personal items from the installation technician’s path and potential work area in such a way that there is no obstructions for the technician.
- Please keep dogs and/or other animals in a safe location away from the installation technician’s potential work area.
- Do not cancel your pre-existing services until your installation is complete and your new Race services have successfully been turned on.
- You may have a specific location in mind for where you would like the equipment installed, but please keep an open mind to suggestions from our installation technician. Your preferred location may not provide the best Wi-Fi coverage.
WHAT HAPPENS DURING INSTALLATION?
- The technician will run and secure a small thin fiber cable from the clamshell on the outside of your home leading to the room where the ONT (Optical Network Terminal) will be installed. We sometimes refer to this as “wrapping the home”. All homes are different and the technician will choose the best route to secure and protect the fiber cable.
- The technician will penetrate the outside wall by drilling a small hole, approximately ¼ inch in diameter, through the outer wall leading into the room where the ONT will be installed. Please let the technician know if you are aware of any utilities or power cables hidden within the wall that he/she will be drilling through.
- Once the fiber cable is ran from the clamshell to the inside room, the technician will install the ONT (Optical Network Terminal).
- The technician will verify that all services are working upon completion of the visit.
- If you subscribed to just our Internet Service, you will be assigned an Ethernet Port off the ONT where you can connect your home router.
- If you are leasing a wireless router, our technician will either install an ONT that has a built-in wireless router or some installations will require that we install separate devices, an ONT and a seperate wireless router.
- Our technician will provide you with the wireless SSID name(s) and password, so you can connect your wireless devices.
- If you are subscribed to our Gigabit Internet Service, please make sure that your router, switch(es), computer(s), or streaming device(s) meet the minimum service requirements to take advantage of the Gigabit Internet Service.
- If you experience issues with any of your devices connecting to the Internet, our technician is not responsible for troubleshooting your internal network devices (personal routers, switches, etc.), computer(s) or wireless device(s) (smartphone, tablet, streaming device, etc.). If you experience an issue with any of your personal devices, we recommend contacting the manufacturers support options or consult an IT professional to help you with your personal equipment.
- If you are subscribed to our Home Phone Service, a backup battery (UPS) will be installed in addition to the ONT. The backup battery will keep the phone service active for a period of time in case of a power outage. The backup battery will not keep power active to any phone device that requires to be plugged into power.
- Our technician will either connect 1 standard phone set directly to the ONT Phone Port or he/she will extend the phone line up to 6 feet from the ONT.
- If you need other jacks in your home activate, please consult a low voltage contractor to make those necessary connections.
- In most cases, our technician will be able to use your existing cable outlets to extend the TV signal to each set-top box being installed.
- Please make sure all existing cable outlets and splitter locations are accessible. In most cases, our technician will replace an old cable splitter for one that is compatible with our system.
- Our technician will make every effort to use your existing cable outlets, but in some cases, existing cable outlets in your home may be unusable due to type of cable, age or damage. Our technician is not responsible for troubleshooting, repairing or replacing your homes existing cabling issues.
- If you have issues with any of your cable outlets, please consult a low-voltage contractor to troubleshoot and repair any outlets that might have issues.
- The connection between our set-top box and the TV is HDMI.
Important Notes: Due to liability issues, the technician is not allowed to access your homes crawl spaces or attics. The technician is also not allowed to move furniture. If you prefer to take on the task to run wires within the crawl spaces or attics of your home, please inform one of our customer service representatives prior to scheduling the installation and we can arrange for a technician to drop off the amount of fiber cable needed for the installation.