First, you place an order, either through the phone [1-888-GET-FIOS] or the web site. At this time, Verizon's computer systems will schedule you with both the BSW (Buried Service Wire) group and the service technician group, and you should be given an appointment date and time window for the service technician's visit.
(Some of this material is for the case where your facilities are buried; if they are not, a similar overall work flow will happen but the exact steps will vary.)
The next thing that should happen is a locate request with your local utilities ("Miss Utility" in some states) to have existing buried things labelled. This is required in many states before any digging can legally happen, and also helps them not do damage. Verizon may also send a team to mark where fiber related things are (such as the existing buried conduit), where the BSW hand-box should go, and where the BSW fiber cable should go. You don't need to do anything or be present for this, spray painted marks will simply appear where they need to.
If you have a sprinkler system, this would be a good time for you to find a way to make it visible. Verizon's BSW contractors don't know where your sprinkler system runs and can easily damage it in the course of doing their job. That will be time consuming and expensive for everyone, so a bit of effort to prevent this problem will be well worth it.
The next thing that should happen is a BSW team, typically a subcontractor, will come to your location to bury the fiber cable that goes from the distribution box to your home. This is a pre-fab cable, fairly long, and surprisingly durable. They will locate where the existing buried conduit ends are - this may be easy or difficult depending on how good a job was done in the main fiber build-out. Once they find this, they will dig a hole and install a small access hand box, about one foot by six inches square. They will then run the fiber cable from the distribution box through that conduit, then through a shallow groove cut in your yard to the side of your house. They will leave the fiber coiled, and they may or may not actually test that the fiber works before completing the job. Expect that your lawn will have a line of dead grass along where the fiber was run, and while Verizon will throw some seed on the area you will need to put some effort into restoring the grass. While unfortunate, Verizon currently has a limited power over nature. You don't need to be present for the BSW installation, but if you are able to be present and point out things that the BSW folks need to know, it can make both your lives a lot easier.
The next thing that should happen is that somewhere within Verizon, your order will be reviewed and error checked. This may be automated, and may be done by humans. If a problem is found, Verizon might call you to discuss it. A common example is when your central office does not yet support running phone service over fiber, which will cause the phone part of your order to be dropped. While well intentioned, this process has the potential to cause as many problems as it creates. If you are doing anything that might be considered unusual, it might be in your best interests to call Verizon a day or two before your service technician visit and double-check your order to make sure that your order didn't get "corrected" to something you didn't want.
The next thing that should happen is that a service technician will visit your home to install the ONT. First, he will verify that you have the required facilities for the service - for example, checking that there is a power outlet within range and a way to mount everything and run the right cables between them. He will test that your service fiber works (if this was not already done). then run it to the ONT's location. He will then install a cable tray and use it to store the excess fiber cable. On top of this cable tray mounts your ONT, into which the fiber cable connects. He will then install the battery back-up unit, power supply, and interconnecting cables. He will also install one Ethernet CAT5e connection in your house (subject to some limits), and additional jacks can be installed for an extra cost. He will power up the ONT and check that it seems to come to life.
The next thing that should happen is that the service technician will complete provisioning your ONT. This is normally done by his computer but may require him to make a phone call. If all goes well, very quickly the status lights on your ONT will change to indicate that the service is up and running. Then the service technician will set up your router and test your service, and make you go through the Verizon sign-up steps such as choosing a username and password and agreeing to the Terms of Service. If you have phone service through the fiber, he should also test it.
Finally, if you have existing Verizon DSL service, completion of your fiber order will cause an order to be placed to disconnect your DSL service . This may take about a week and will normally be invisible to you.
Written by FiosFAQ
Last updated on 09.01.06