“Gigafy Phelan” is underway – here’s what to expect!

As Race works to gigafy the communities of Phelan, Pinon Hills, and Oak Hills, the company has begun to revamp existing processes. Starting with the release of Mint zone, homeowners who placed their order with Race immediately received their final in-home installation date. The installation date given was 90 days out from the time the order was placed to ensure that the line extension (aka “drop”) from the street to the home was complete. This timeframe also allowed for the completion of service testing.

As of September 13th, homeowners who have had their drop completed in Mint received a call moving their final installation date by almost 30 days. This process has worked extremely well and Race intends to continue following this model. Our company does NOT believe in overpromising and underdelivering. We want to set realistic expectations with our customers so that they can be pleasantly surprised should their installation date be moved up.

With a new release (“Gold” zone on 9/20) right around the corner, we want to make the process easy to understand and we want those ordering to be aware of what to expect in the coming weeks.

Bringing our services to a community is a resource-intensive project that requires careful research and planning. We hope that most residents have filled out an inquiry form by now (if not, be sure to do so). Residents who have submitted an inquiry will receive an e-mail from Race 24-48 hours before the order form is released for their address and zone. This e-mail will contain a step-by-step to placing an order and will give residents in the area a reminder that the order form will soon be released.

Once a zone is released, residents in that zone can go to our website to place their order. Residents can also call 877-722-3833, but be aware that hold times can be longer around a release date due to a much higher volume of calls than normal.

For order instructions, be sure to visit this blog post – it has a visual guide and thoroughly explains the order process.

Once your order is placed, a sales team member will give you a call to explain the next steps and schedule your installation. Don’t be alarmed if the appointment is scheduled 90-120 days out. This is just to ensure that our contractors have enough time to complete the line extension (drop) to your home.

Here is a quick breakdown of what happens once your order is placed.

  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 schedule your in-home installation.

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 DropsThere 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, but in newly released zones it can take up to 4 weeks. Once the drop is completed, our scheduling team is notified by our contractors. Please allow 2 business days for the drop to be marked as complete as testing must be done to ensure the drop was successful.
  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. If you do not have conduit, that’s fine too! Our contractors will dig a trench and place a conduit for you – the only downside is this may take a little longer than an aerial drop.

I’ve gotten my fiber lines dropped, what should I expect next?:
You’re almost there! Welcome to the final step of your Race installation process! If your drop and testing have been completed, we will do our utmost to move your installation date up so you don’t have to wait.

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.

The first piece of equipment the technician will install will be the Optical Network Terminal (ONT), which is a piece of equipment that takes the fiber optic cable and converts 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 for choosing Race!

The battle for better connectivity in Rural California

Over the last decade, California’s urban centers have become technology hubs, cities where free Wi-Fi and fiber-optic lines are ubiquitous. But in low-income neighborhoods, across the state’s inland regions, and in rural communities — often home to large migrant populations — families struggle to connect at all.

Some elected officials see that reality as proof that a digital divide is leaving many people behind. And they’ve set out to remedy it.

In 2007, the state established the California Advanced Services Fund to offer companies incentive to help bridge the gap. The program has allowed broadband providers to apply for nearly $300 million in grants to bring fiber optic, copper, and other cable lines to some of the poorest and hardest-to-reach regions in the state.

The goal was to connect 98% of the 12.9 million homes across California, one that as of 2016 was within a few percentage points of being fulfilled. But while nearly 12.3 million homes in urban areas had some form of wireline broadband service by that year, less than half of roughly 680,900 households in rural areas had been connected.

This month, the reboot of the CASF program, which began in 2017, continues, with a new round of comments and suggestions landing at the California Public Utilities Commission. While incumbent and independent providers such as Race attempt to navigate the new bill, many California residents continue to pay too much for poor internet service. Many of the issues boil down to incumbent providers not fulfilling their end of the deal.

For example, when the CPUC allowed Frontier Communications to buy Verizon’s wireline systems in California, it imposed a long list of conditions, including commitments made as part of settlements reached with organizations that objected to the deal. Some of those obligations required Frontier to upgrade broadband service to more than 800,000 homes. In a recent complaint filed with the CPUC, the California Emerging Technology Fund claimed that Frontier “does not intend to honor” its commitments, including, among other things, the upgrade schedule it offered in 2016.

In addition, Frontier Communications failed to meet California phone service repair standards in 2017. It’s supposed to restore service within a certain amount of time 90% of the time in any given month, in every one of its Californian service territories. According to two draft resolutions currently with the CPUC, two of Frontier’s three subsidiaries missed the mark every single month.

Race Communications is dedicated to providing reliable, high-speed internet and advanced communications at an affordable price. Working in partnership with the California Public Utilities Commission and a number of non-profit community advocacy groups, Race focuses much of its efforts towards building out fiber networks and offering gigabit internet service to communities throughout California. As the battle continues for better connectivity, Race will continue to work towards its goal and mission to provide the best in Internet technology and customer service.

sources:
latimes.com/politics/la-pol-ca-digital-divide-rural-communities-20180118-htmlstory.html
https://www.tellusventure.com/blog/page/3/

Gigafy your life, Gigafy your business!

Our projects don’t just consist of homes and families that need better connectivity – our communities are also filled with small business owners. We know that adequate broadband is a necessity for businesses in today’s digital age and we can’t wait to see what many of the local business owners can do with our ultra-high speed Internet.

With our expansion into new communities, we feel that we should address and clarify some key differences between residential services and business offerings.

  • Our business plans are not just limited to commercial buildings – if you live and work from home (content writer, graphic designer, web developer, etc) and feel that a business plan may be right for you then you are welcomed to sign up for our business broadband services.
  • A key difference between business and residential plans is that while Race offers static IP addresses, it is only offered to businesses. Unfortunately, Race does not offer static IP options for residential customers. So if you need a static IP, a business plan is the way to go.
  • While we only offer two plans for residential customers, Race offers a variety of plans for businesses starting at just $60/month.
  • Race offers fiber-based phone service for the highest-quality voice calls. Our unlimited phone lines come with nationwide calling and very low international rates. Our business plans are just $35/month – that is a bargain compared to any of our competitors!
  • We have dedicated business representatives that can assist you every step of the way – from order to install!

We also offer broadband services and tailored solutions for enterprise clients – for a business or enterprise quote, contact Chris Hajj at 877-722-3833 and dial extension 129.

 

The thing about construction is…

It is a moving target! With larger projects such as our “Gigafy Phelan” project, construction will hit the ground running in all areas at once. However, construction can only occur once engineering and permits have been completed. This means that our crews will work on multiple zones at once, but release dates can be delayed or changed if there are engineering or permitting delays.

We do our best to keep everyone informed of the release dates and can sometimes be hesitant to share too much, we do so to avoid disappointment in the communities we serve.

Bringing our services to a community is a resource-intensive project that requires careful research and planning. From start to finish there are 4 main phases to our process, each with its own sub-steps and processes.

1. Research and Exploration.
We spend a lot of time in this phase, developing a construction plan for the communities we are researching and working with local authorities on permitting and other issues.

2. Design.
We use the data gathered to create a map of where we can build based on existing infrastructure and obstacles.

3. Construction.
This is the step you see the most. Once our plans are complete, our crews get straight to work laying and splicing miles of fiber.

4. Sign up and Installation.
Once our construction is almost complete, we will release our order form for your region, and you can choose the services you want for your home or business. This will initiate the installation process which has its own steps.

Next up for release are the following zones and projects – exact release dates will be given in the coming weeks:

Bridgeport: Late August
Walker: Late August
Phelan – Gold Zone: Mid to late September
Phelan – Peach Zone: Early to mid-October

If you live in Phelan and want to learn more about what zone you are in, please visit our “Gigafy Phelan” coverage map