It’s currently taking 60 to 120 days to connect subscribers to our high-speed fiber network. We understand this can feel like a long time when you’re ready to switch providers and you see fiber crews working in your area.
There’s a lot of work that goes into building a network and getting it ready for orders. Just identifying where to build, getting materials and hiring crews to get the job done all take time.
Once the network is built out, there are three steps to connecting you to our internet service:
Step 1: Sign up for service
The first step in getting connected to connectSCP’s high-speed fiber internet service is to sign up for service by either completing this online form or calling our office.
Once you complete the online form, our system will compare the address you’ve entered with the addresses that are eligible for fiber service.
Type in the address exactly as it appears on your electric account. Otherwise, you will get an error message because our system will not be able to match it to the address it has on file.
Another option is to call our local customer service team during normal business hours, 8am-5pm, Mon-Fri at 800-282-5064, option 2.
Step 2: Drop installation
This is currently the longest part of the process for receiving fiber internet service.
A drop installation (or “drop” for short) is when a technician runs fiber internet wires from the pole into your home or business. Fiber lines typically follow electric lines, so a drop may occur overhead or underground. We use a contractor to complete our drop installations, Wolf Line Construction.
The drop installation has two phases. The first phase is the drop design, where a Wolf Line tech outlines the path the fiber will run from the pole to your house. The second phase is the actual installation.
First phase: Drop design
If your drop installation is underground, a tech from Wolf Line will first come on to your property to design and mark the location of the drop. Wolf Line also coordinates with 811, which will mark any public utility lines. Since this work takes place outside your home or business, you do not need to be present for this. Wolf Line will leave a door hanger letting you know they were there to outline your drop path. The doorhanger will include the technician’s name, phone number and date they visited.
The marking process may include spray paint marks on your lawn, curb edge and the side of your house where the enclosure for your network interface device (NID) will be placed on the outside of your house. These markings will wash away over time. Please do not disturb them.
Wolf Line does not mark private utility lines such as sprinkler systems, septic systems, invisible fencing, etc. It’s up to you to mark the private utility lines on your property.
If you have any questions or concerns about the path of the drop installation, please call the number on the door hanger to speak with a Wolf Line technician.
Second phase: Drop construction
Once the drop path has been marked, Wolf Line will build the path connecting fiber lines on the pole to the outside of your house or business.
Wolf Line will call you to schedule the drop installation. You do not need to be present for this part of the drop, either. However, it’s important that any pets or livestock that might get in the way of the tech be contained and that any fencing is unlocked to allow the tech access to the exterior of your house or business.
If any complexities arise with your drop, the tech will contact you to discuss them.
You may notice some slight disruptions to your yard like a narrow trench. The drop team will will close any trenches before their work is considered complete. Sometimes they may need to come back and finalize the restoration. Your lawn should return to normal in a few days. If you notice a disruption that doesn’t resolve in a few days, call or email our office.
Step 3: In home installation
After the drop installation is complete, a member of connectSCP’s customer service team will call you to schedule your in-home installation. You can expect a call within 1-3 business days. If you do not hear from us after three days, please call our office at 800-282-5064, option 2.
On the day of the install, a fiber service technician will come to your house to place your indoor network terminal and connect you to high-speed fiber internet service. The technician will work with you to determine the best location for the indoor network terminal.
During this part of the process, an entrance hole may need to be drilled from the NID enclosure through the wall to your home. The technician will also go over important details about your service and will make sure you are connected to the South Central and the Nokia app.
Once you’re connected to the internet, test it out to make sure all devices and services are working properly.
Please note, though it can take up to 120 days from the time you’ve placed your service order to the date of your home installation, most installations occur under this timeframe.