The On-Location Residential Install Process

When a customer signs up for internet service, it kicks off a multi-step process that includes many different departments, people, and communication.

During the service installation appointment, the BTC technician will ask the resident (who must be present and over 18) a series of questions. These might include things like:

• Is there a centralized location in the home where you would prefer your router?
• Do you have a home office or entertainment room?
• Do you have thick wall material such as brick or steel walls?
• Do you have most of your electronic devices in one location?

These questions will help the technician determine the best place for the router to ensure consistent speed and service throughout the residence.

Once the router placement has been determined, the technician will begin running the internet cable from the outside cable junction box, typically referred to as a PED, through the home, to the router. Most of the time, the techs will run the wire through the yard, into the attic space, and down the walls to help camouflage and protect the cable, but that could vary, depending on the situation.

External environmental threats are a major concern for the outside cable, so to avoid unexpected service interruptions, BTC chooses to bury it safely underground. However, before any digging can begin any underground utilities lines must be located and clearly marked. BTC submits a locate request on behalf of the customer. The locate request can day up to five days to be completed since the different utility techs need time to come out and check the lines. Once the locate request is complete, our highly skilled "Drop Crew" will be dispatched. This is where the term "drop line" comes into play.

Once the all-clear is given, our dedicated Drop Crew will begin the process of burying the internet cable or "dropping the line." The Drop Crew makes an eight-inch groove into the ground that allows the cable to be easily threaded underground. The line burying process can either be done by machine or by hand, depending on the situation, location, and weather. To avoid unnecessary damage to the property or the cable, the crew must be very careful and specific. This entire process has many variables, from the first call to the completed installation, which is it can take up to 30 days to be completed.

Watch the video to learn more about the process!

Helpful reminders! Until the cable is safely buried underground, it's important to avoid unnecessary damage to the exposed line. Some common things that can cause damage include:

• Pets or other wildlife that can chew on the exposed wire
• Lawn care or landscaping machines (ex. weed whackers, lawn mowers, etc.) that accidentally cut the line
• Accidentally pickup up the line and tugging at it