When Is My Installation?
Our number 1 question. If you sign up for service online, you should receive an email or phone call with a confirmation of your order from a customer service representative within a few business days. If not, please follow up in case we need additional information!
From the time your Ignite order is confirmed and your account has been created, we will be working behind the scenes to get your service to you.
Currently, most of our customers can expect to have their service drop completed and to be contacted for installation within 4 weeks.
Our installation timeline is, on average, 4 to 6 weeks. Once we’ve installed the box (our NID) outside of your home, you should expect a call within the next week or 2 to schedule your install!
Why Is My First Bill So High?
Your first bill amount may vary from your package amount or the total that was initially quoted by our team member. Please don’t be alarmed! Your first bill is prorated and will include the next month of services.
Prorated means, depending on your installation date, your first bill will include the daily charges for service from your date of installation to the billing date, which is listed on your bill in addition to your package amount. Future bills will reflect only what was quoted to you unless you make changes to your account.
What Number Do I Call for Tech Support?
QUESTIONSTo contact our 24/7/365 local tech support, we have several options! By phone, simply call our DES number (615) 446-9051 day or night and press 2 for broadband.
Follow the prompts for technical support to speak with our knowledgeable representatives. You can also use our online live chat on our website.
Or if your issue would be better served via email support, simply contact us by emailing Support for 24 hours, 7 days a week. If your issue is 1 that cannot be resolved remotely and requires a service visit, we usually operate via next business day truck rolls. Ask about our Peace of Mind package, which includes up to 6 free truck rolls per calendar year!
How Will My Fiber Be Installed?
Installation of the service drop to your home will be either underground or aerial, usually following the same route as our DES power serving your home. Aerial drops are usually able to be completed more quickly than underground or partial drops (drops which include portions of both aerial and underground). Underground and partial drops require us to do an 811 locate to identify all underground utilities before we are able to complete the drop installation.
Ignite and our contracted partners will access front and back yards depending on where your powerlines and infrastructure are located. Our drop crews will install the “box” (our NID, or Network Interface Device, pictured ) to the outside of your home, probably near your electric meter and other communications boxes. After your NID is installed, our contracted partners at EnterSource will reach out to you by phone call or text to schedule your home installation!
You will be asked to select an upcoming day and a block of time where you can allow for a couple of hours for us to run our fiber into your home and set up your new internet service. When we bring the fiber optic cable into your home, our technicians will try to make use of existing holes (perhaps made by previous providers to pull in their cable). Drilling of small holes may be required during installation, so someone over the age of 18 will need to be present in order to discuss such construction decisions. Our installation professionals will then set up our network equipment in a central location within your home, run speed tests, set up your Wi-Fi network and password, assist with downloading your Ignite app, discuss your new customer packet with you, and clean up prior to leaving your home!