We’ve been working in a few homes over the last few weeks to make sure we can deliver a great experience, and along the way we’ve thought a lot about what “great” might mean. We want it to take the amount of time we (and you!) think it’s going to take. We want to be able to explain what we’re doing in easy to understand language, so it makes sense to you and it’s not just tech jargon! And of course we’re aiming for “one and done”—one visit, everything working when we leave your home.
There are two stages to getting you connected. First, we'll pull your Fiber from the street to the side of your house; we’ve already done this for several houses in Hanover Heights. Then we'll get in touch with you to schedule the second stage, your in-home installation. We’ve put together a short video to help you understand what to expect.
If you live in Hanover Heights and see a new box on the side of your house (and have gotten a Google Fiber sticky note on your door), look for an email or phone call from us in the next few days to schedule an appointment. When the installer arrives, he/she will ask you about where you want your devices and then get to work.
We’ve found that the difference between dreading an installation and feeling like you had a good experience comes down to us caring about the details that matter the most to you. For example, we’ll show up when we’re supposed to—at the start of your appointment, not somewhere in the middle. We’ll clean up any mess; each installer carries a vacuum cleaner. And we’ll answer your questions and teach you about your devices—don’t be afraid to ask us questions, or to ask us to explain something again in simpler language.
We think that these small details can make your installation efficient, helpful and memorable. And, if you have any ideas or suggestions that would make it even better, let us know!
Posted by Alana Karen, Director, Service Delivery, Google Fiber