What does it take to get installed?

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 of 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.

A Preliminary Site Survey is Conducted

Race field engineers survey homes throughout a project area (for example Occidental or Phelan), house by house and make an initial determination as to whether a home is an aerial or underground installation.

The Steps to bringing you Fiber:

Step 1: Designing the network. At this stage, we determine the path and size of fiber cables in our network as well as identifying the size and location of connection points (where homes and businesses will hook up to). This is a long process and can take anywhere from 6-12 months to complete depending on the area size.

Step 2: Pole licensing and ordering materials. Utility poles are owned by telephone and power companies. Third party users like RACE must apply and pay a fee to attach. This is also the time we go ahead and order the materials needed for the project.

Step 3: Make-ready. This is one of the most time-consuming and expensive parts of the process accounting for up to 40% of the cost. The make-ready process consists of making room for the new lines on poles, which could involve moving cable TV up, the phone company down, or both. If the pole is too small or too full, it may need to be replaced. Replacing poles is expensive due to the involved process of setting the new pole and transferring all of the phone, TV, and power lines.

Step 4: Hang strand on utility poles. Fiber optic cables need to be supported by a steel cable, or “strand.” Installers in bucket trucks will drill a hole through the pole and install a bolt that attaches the steel strand to the pole. Then they hang the strand on the pole.

Step 5: Lash fiber cable to strand. The fiber-optic cables are attached to the strand by being lashed on with wire. This is done using a cable lasher which is pulled along the length of the fiber cable and strand.

Step 6. Add splice and connection points. Splice cases and slack loops are added at various points along the network. The splice case is where each section of the fiber optic cable is joined together, while the slack loop provides some extra fiber cable to facilitate restoration of service in the event the cable is damaged.

Step 7. Splice fiber segments. To join lengths of fiber together, a technician heats up the ends of the fiber strands and fuses them together to form a single strand.

We Call Customers that have submitted an inquiry
This information is handed over to our communications team who will reach out to homeowners who have inquired about Race services.

To Submit an inquiry, go to https://www.race.com/inquiry/ .

Step 8: Install drop cables. Once the network backbone is constructed, small fiber cables are connected to the backbone and the customer’s building. These drops can be aerial or in a conduit, depending upon how the customer’s current utilities reach their home.

Step 9: Install electronics and light your network. Specialized electronics are needed at both ends of the fiber-optic cable to “light” the fiber and provide a usable Internet connection. This includes Optical Network Terminal (“ONT”) at the customer’s home or office. ONT’s typically provide multiple places to connect Internet devices and phones. Once the devices are placed, engineers program and activate the service so that it can be connected to your computer or Wi-Fi router.

 

Thank You For Choosing Race! How should you prepare for installation?

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.

INTERNET SPECIFIC

  • 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.

PHONE SPECIFIC

  • 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.

TV SPECIFIC

  • 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.

 

 

Getting Gigafied in Phelan, CA!

As of Monday, May 21st, Race Communications has installed the first group of customers in the “Gigafy Phelan” Project! Race Communications has been working tirelessly to bring Fiber Internet to the Phelan, Pinon Hills, and Oak Hills area since the project was first approved in July 2017.

150 homes made up the initial soft release group, and residents are already sharing their speed tests on social media. Some homeowners have clocked in with speeds over 900 Mbps down and up! In addition, the Race team made sure to attend today’s Farmer’s Market to provide answers, take orders and give away Race swag!

Race Communications looks forward to continuing to “Gigafy Phelan” and highly encourages everyone to submit an inquiry, and check availability through the company website and the service coverage map.

A Visual Guide: Placing your Race order

We’ve surveyed your property, researched the area and completed construction. That being said, it’s almost time to place your Race order!

With all the excitement that comes with opening a new zone, we tend to get a lot of questions regarding how to place an order.

At Race, we always have two methods of order placement. Remember, you can call our Sales team at 877-722-3833 to complete your order or you can order online.

For those customers who wish to order online, make sure you use this guide to familiarize yourself with order questions, format and the necessary information needed to complete your order.

First step!

1) Visit Race.com and click the “Check availability” button on our home page or go to your specific community page and select “Order Now” (See Figure 1)

Screen Shot 2018-02-07 at 1.50.06 PM

2) Because we do a site survey during our construction phase, our database is preloaded with addresses we’ve already collected. We’ll know already if you’re an underground or aerial property. The second step now is to enter your address. If it doesn’t pre-populate, there’s a chance that your zone is not ready to take orders as of yet. (Figure 2)

3) Once you’ve successfully selected your address, will be taken to the order form which will default to the “Residential” order form. If you are a business, select “Switch to business” in the top right corner (Figure 3)

Screen Shot 2017-03-28 at 12.38.17 PM

4) We’re half way through! Welcome to the Order screen! This is where the step-by-step order process begins. The first important step is: would you like your Race services à la carte (which allows you to choose individual services) or would you like to bundle our services (RaceTV, Phone and Internet). (Figure 4)

Screen Shot 2017-03-28 at 12.38.17 PM
Figure 4: Choosing your services screen

5) After you’ve selected your desired package (For this exercise, we’ve decided to bundle our services), it’s time to pick out your services. (Figure 5)

Screen Shot 2017-03-28 at 1.01.09 PM
Figure 5: Triple Play Bundle Screen

6) By selecting the bundle deal, you get our premium Gigafy package, which includes our advance router, no need to change this screen. You can continue straight to our phone section. (Figure 6)

Screen Shot 2017-03-28 at 1.02.36 PM
Figure 6: Gigafy Screen

7) It’s time to select your phone package. Keep in mind, for customers who wish to keep their original telephone number, this is an important step for you. Make sure you select the option ‘I would like to keep my number’ at the bottom of the section. (Figure 7)

 

Screen Shot 2017-03-28 at 1.05.05 PM
Figure 7: Phone Services Selection Screen

 

8) Almost there! Now it’s time to select your RaceTV services. For this portion, it’s important to decide how many Set Top and DVR boxes you would like to include with your order. If you have multiple rooms you wish you to install, this is the time to select the quantities you will be needing. (Figure 8)

Screen Shot 2017-03-28 at 1.29.54 PM
Figure 8: RaceTV Service Selection Screen

9) Congratulations! Now it’s time to review and place your order! Always remember to double check key information such as quantities of boxes, if you want to keep/get rid of your home number, your billing information, and social security number. Once you have successfully reviewed your order, click the submit button and you will receive an order confirmation number along with the services you’ve ordered. Please allow up to 24-48 hours for a welcome call from our in-house Customer Service team for next steps. (Figure 9 &10)

 

Screen Shot 2017-03-28 at 2.23.14 PM
Figure 9: Review Order Screen

 

 

Screen Shot 2017-03-29 at 12.23.32 PM
Figure 10: race Confirmation Order Screen