Placing an order on the New Ting Platform

We're here to help get you the internet you deserve quickly and painlessly. With our fiber-to-the-home service, there are a few extra steps to getting online than typical cable internet. After you place an order with us, you'll be assigned an Onboarding Advisor who will guide you through your experience getting online. 

Getting online with Ting Internet can be broken down into three steps:

  1. Placing your order
  2. Onboarding
  3. Field work

Placing your order 

Step 1: Check if your address is serviceable

Before we can get started, we need to check if your address is serviceable. Navigate to Ting.com and type your address into the search bar on the home page. Then, select Check availability

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Note: As you type, you will see a dropdown menu allowing you to autofill your address. 

Step 2: Select a plan

If your address is serviceable, it will show you the possible internet plans in your area. Selecting the plan you would like will take you to the next step.


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If service isn't available yet at your address

Don't worry. You can still place a preorder with us, and we will let you know when service becomes available in your neighborhood. You can also check our construction website for updates on when to expect us in your neighborhood. 

Step 3: Determine the details of your order

From here, you can select the additional features of your service, like wireless routers and streaming solutions.

    • For a detailed breakdown of the costs and the monthly billing, refer to the right sidebar for further details (on mobile, the details will appear at the top of the page).
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If you run into any issues placing your order

Or if you have any questions, you can call our sales team at 1-855-836-4626 and we'll be happy to help! 

Step 4: Add your billing information

Next you'll need to set up the billing information for your Ting account. The card you attach to your account will not be charged until our Onboarding Advisor calls you and schedules the home installation. Billing with Ting Internet is pre-paid and auto-pay, meaning your card will be charged automatically at the beginning of your month of service.

If you want to know more about how billing at Ting is handled, check out our Billing FAQ.

If you don't already have a Ting account, you will be prompted to create one here. This account is where you will access your billing history and update your payment options.

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The service address will be populated as the default billing address when inputting your credit card information. If the billing address is different, you can select Use a different billing address and input the address manually.

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Step 5: Review and finalize your order

Next is reviewing the details of your order before confirming. Don't stress about the details, though. You aren't locked into any of this and can adjust these details with your Onboarding Advisor when they call you for the home appointment.

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When you're ready to place your order, select Place order, and you'll be faced with a prompt thanking you for your order and informing you that your Onboarding Advisor will reach out to begin the next step.

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Onboarding

Over the next few days after placing your order, you will be contacted by your Onboarding Advisor to talk you through the home installation. If they don't get you on the first attempt, they'll keep reaching out every few days to get connected and schedule your home installation. You can also call our Onboarding line at 1-855-921-4626 to get the ball rolling yourself.

The Onboarding Advisors are your point of contact for any questions about the installation and construction process. To prepare you for what you will discuss with your Onboarding Advisor, here is a quick rundown of what to expect:

  • The home appointment is up to 2 hours long.
  • Somebody over the age of 18 must be present for the appointment.
  • Our technician will be installing two boxes on to your home.
    • A small box on the outside home (this is called a NID) where the fiber line will be connected to
    • A similarly sized box on the inside of the home (this is called an ONT) which your router will connect to.
    • There will be some drilling involved so that our technician can run a connection between these boxes.

Field work

When the home appointment is scheduled with your Onboarding Advisor, the field team will be flagged to get started in running the fiber line from our box by the road to the side of your home. Your Onboarding Advisor will be able to give you a timeline for when that line will be running and when you can expect to be online with your new fiber service.

Your Onboarding Advisor will talk you through the field work step during your call with them, but here is a quick rundown of what to expect:

  • The fiber line is run from the Ting box by the road to the side of your home in a straight line.
  • Before digging, we confirm all public and private utilities in place. 
  • Our field team first buries a conduit 6-9 inches deep into the ground.
  • Our team will then blow the fiber line through the conduit using compressed air.
  • Finally, they will connect the fiber line to the outside box (NID) and signal our support team to flip the switch and activate your service.

 

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