“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!

National Night Out 2018

National Night Out is an annual community-building campaign that promotes police-community partnerships and neighborhood camaraderie to make our neighborhoods safer, more caring places to live. Neighborhoods host block parties, festivals, parades, cookouts and various other community events with safety demonstrations, seminars, youth events, visits from emergency personnel, exhibits and much, much more.

This year, Race attended National Night Out in Stallion Springs and Bear Valley Springs while sponsoring National Night Out in Playa Vista. Both Stallion Springs and Bear Valley Springs had dunk tanks – BVS’ was hosted by Race and Race also had a water booth with games for the children in Stallion Springs.

The Race team enjoyed the beautiful weather and getting to know the members of the communities they serve. Residents who have Race services gave their feedback and those who didn’t have service through Race expressed their desire for better broadband in their neighborhoods.

The evening in Stallion Springs finished with a raffle where two lucky kids won bikes that were sponsored by Race. In Bear Valley Springs the line at the dunk tank never slowed down even the Assistant GM of the Bear Valley Springs Association, Cheramy Krueger got dunked!

The Race team looks forward to coming back next year!

Race Back2School Event: Phelan, CA

Race believes in community engagement and strives to attend as many community events as possible. In addition, Race does its best to give back to the communities where the company offers service.

This year, the company decided to do something new for two of their communities – a backpack giveaway for residents in Phelan and Boron, CA. The first event took place in Phelan and was a huge success. 100 backpacks were given out to children of all ages!

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The Race team showed up bright and early to start setting up for the event. Boxes of backpacks, school supplies, and water bottles were unpacked, banners were hung and the A/C was turned on. By 5pm, residents of Phelan began to show up and formed a neat line outside the new Race field office.

 

Water bottles and tickets were given to all those who were in line until supplies ran out – It didn’t take long for 100 tickets to be claimed and soon, children were filling the office alongside their parents ready to get their school supplies!

 

Jr. Miss Phelan was in attendance as well as writers and photographers from the local newspapers. It was a whirlwind event and by 7pm, all backpacks and school supplies had been handed out.

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The Race team had an absolute blast and looks forward to next week’s backpack giveaway in Boron, CA. The event in Boron, CA is taking place next Tuesday and is open to residents in Boron, Randsburg, Red Mountain and Johannesburg. The event will be held at the Boron Community Park from 5-7pm.

After such a successful event, Race is considering a repeat next year!