Pre-Arrival Call: We will call you when your technician is on the way, so you’ll know exactly when to expect us.

Service Awareness: Before we arrive, your technician will already know the services you’ve ordered, so there’s no need to ask you again. 

Respectful Entry: As soon as we enter your home, your technician will put on boot covers to keep everything clean and tidy.

Initial Assessment: We’ll start by checking the Network Interface Device (NID) and then discuss with you where you’d like the Optical Network Terminal (ONT) to be located. We’ll also confirm if you’ll be using our Wi-Fi equipment or if you already have a whole-home Wi-Fi system installed.

Installation Path Plan: Your technician will walk you through the best route to bring the fiber into your home and place the ONT exactly where it will work best for you. Before moving onto the next steps, we’ll check existing Wi-Fi coverage and device connectivity and capture existing username and password information.

ONT Setup & Device Connectivity: After installing the ONT, we’ll typically use that same username and password as before to ensure your devices (like laptops, phones, tablets, TVs, gaming consoles, thermostats, and garage openers) can connect to Wi-Fi seamlessly. If you'd prefer a new Wi-Fi username and password, your technician will set that up and assist with connecting any devices you need help with. We’ll then switch off your previous Wi-Fi and router equipment to avoid interference with your new Ripple Fiber equipment.

Hardwiring & Speed Test: If you'd like, your technician will hardwire equipment to the ONT and show you that you’re receiving the speeds you paid for. This doesn’t include running any new home cabling, but we’ll ensure everything works as expected. Please note, your technician won’t test speeds through your existing Wi-Fi extenders, as we can’t guarantee they’ll support multi-gig speeds.

Wi-Fi Coverage Test: We’ll use a Wi-Fi tool to check the coverage and confirm consistent speeds throughout your home. If any areas fall below -65DB, we’ll recommend adding a new extender to improve coverage.

Additional Wi-Fi Access Point Recommendations: If needed, your technician will suggest extenders, but we’ll also inform you that too many extenders can congest the network and negatively impact Wi-Fi speeds.

Final Check & Satisfaction: Before wrapping up, your technician will ask if you’re satisfied with the installation. If there’s anything else you need, just let us know.

Clean-Up: We’ll clean up any mess made during the installation and ensure that all holes are sealed properly. No wires will be left dangling outside.

24/7 Customer Service: We’ll ensure you have our Customer Service phone number details so you can reach out if you have any questions or need assistance in the future. This way, we can avoid unnecessary service visits.

Support Page: Don’t forget about our Support page! We’ll remind you of our comprehensive resource guides provide answers to common questions and troubleshooting needs, plus they can guide you to your customer portal and further tech support if needed.