{"id":258,"date":"2020-10-20T20:52:58","date_gmt":"2020-10-20T20:52:58","guid":{"rendered":"https:\/\/www.broadstar.com\/?page_id=258"},"modified":"2025-03-11T21:36:48","modified_gmt":"2025-03-11T21:36:48","slug":"support","status":"publish","type":"page","link":"https:\/\/www.broadstar.com\/support\/","title":{"rendered":"BroadStar Support"},"content":{"rendered":"\t\t
customerservice@broadstar.com<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t You can sign up online at BroadStar.com<\/a> or call Customer Service and a friendly BroadStar representative\u00a0will walk you through the activation process.<\/span><\/p> You may also fax a completed activation form to BroadStar at 866-651-6097. Printed activation forms can be found in your community’s Leasing or\u00a0Management Office along with other useful BroadStar information.<\/span><\/p><\/div> The activation process normally takes 3-5 business days.<\/p><\/div> Activation of new services involves creating an account and preparing any applicable equipment for installation. Once this process is completed,\u00a0a BroadStar representative will contact you immediately to schedule an installation appointment with one of our technicians.<\/span><\/p><\/div> If your community is contracted with BroadStar, your building is already wired to receive BroadStar services.<\/p><\/div> BroadStar gives you the unique ability to pause your services and place your account on hold while you are away from your\u00a0residence during part of the year. For details, please read BroadStar’s\u00a0<\/span>Vacation Mode\u00a0Policy<\/a>.<\/span><\/p> You can request Vacation Mode to be activated \/ deactivated using our Vacation Mode form available at\u00a0BroadStar.com\/Vacation<\/a>.<\/span><\/p><\/div> Please provide prior notification of disconnection in writing via our Disconnection request form available at BroadStar.com\/Disconnection<\/a> Our services are typically provided on a month-to-month basis without any contractual agreement.<\/p> However, please be aware of our billing policies in regards to disconnection: Upon terminating services, you are responsible for returning all equipment (set-top boxes, modems, ATA devices, etc). If you do not return the equipment to BroadStar by the 15th of the month, you will be charged for the equipment in your next bill. If you return the equipment after the 15th of the month, please allow BroadStar up to 45 days after receiving the equipment to finalize your bill.<\/p> If there is a dispute as to whether the equipment was returned to BroadStar, please provide proof that of returned the equipment by way of a work order (if a BroadStar employee picked up the equipment or it was returned in person to one of our offices) or a shipping receipt and\/or tracking number for the package that you mailed to one of our offices. If you were on autopay, your credit card will be charged for the equipment that was not returned. If proof of return is provided after your credit card has been charged for the equipment, BroadStar has up to 45 days from the time you provide proof that you returned the equipment to finalize your bill. Until your final bill is fully adjusted, BroadStar requests that you do not dispute the equipment charges with your credit card company or bank, as BroadStar will adjust your account and refund accordingly within the given timeframe.<\/p><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t Yes! Go to broadstar.billcenter.net<\/a><\/p> If it is your first time signing in to BroadStar’s Online Billing Site, your login will be your account number or the email address you provided\u00a0upon activation of your services. Your password will be the last 5 digits of your social security number.<\/p> You can change your password at any time by logging in, click on “Preferences” in the left-hand column and then click on “Change Password.”<\/p> If you experience issues logging into your account, please call Customer Service for assistance.<\/p><\/div> GO GREEN with BroadStar! Sign up for\u00a0Paperless Billing<\/a>\u00a0and receive email notifications each month when your bill is ready.<\/p> Then, sign into your account to view your bill at\u00a0BroadStar.com<\/a>.<\/p><\/div> Your account security is important to us. If you have misplaced your password or cannot log into your account to view your bill or make a payment,\u00a0please call Customer Service and a friendly BroadStar representative will reset your password for you.<\/p><\/div> Acceptable forms of payment include credit and debit cards (Visa and MasterCard, personal checks and money orders. Payment may be remitted via USPS, telephone (convenience fee may apply) and online at\u00a0BroadStar.com\/myaccount.<\/a>\u00a0Please note, BroadStar employees are not permitted to accept cash as a form of payment for any equipment or services rendered.<\/p><\/div> Your bill will be generated on the 15th of each month or on the closest business day.<\/p><\/div> When is my payment due each month?<\/b><\/p> Payment is due on the 1st of each month.<\/p><\/div> Your bill will always reflect next month’s charges because we bill one month in advance on the 15th of each month (or closest business day). If you\u00a0signed up for service before the 15th of the month, your bill will reflect the days that you had the service in the current month plus next month’s bill. If you signed up for service after the 15th of\u00a0the month, your bill will reflect the days you had service in the current month, plus next month and the following month. Bills are mailed on the 15th of each month (or closest business day).<\/p><\/div> Save time and money with AutoPay! Pay your bill automatically each month. No mail to open, no checks to write, no stamps to purchase! BroadStar\u00a0will automatically charge your credit or debit card on the 1st of each month (or the closest business day). Sign up for AutoPay and BroadStar\u00a0will waive your $100 deposit.<\/p> If you do not wish to sign up for AutoPay, no problem. AutoPay is not required. However, if you do not sign up for AutoPay, BroadStar will require a\u00a0$100 refundable deposit payable upon activation of your account.<\/p><\/div> For billing purposes and for verification, BroadStar requires your social security number OR your driver\u2019s license number.\u00a0Many utility companies, including cable companies, require this information in their billing system.<\/p><\/div> No. In order to set up an account with BroadStar, we require either a credit\/debit card set on auto-pay or a deposit.\u00a0This secures your service and any equipment rental(s).<\/p><\/div> As a telecommunications company, BroadStar is required to charge certain taxes and fees imposed by federal, state, local and municipal governments.<\/p> For a detailed breakdown of the charges that may appear on your bill, please visit the\u00a0Billing Definitions<\/a>\u00a0article.<\/p><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t If you are missing some of your basic analog channels (TV service that does not require a digital set-top box), you may need to perform an Auto Scan.<\/p> Check your TV’s instruction manual for specific instructions on how to perform the scan. General instructions:<\/p> If you are missing channels from your Digital Cable service and are using a Dish Network set-top box, try the following steps to restore your channels.<\/p> Any persistent problems that are not resolved by the steps above should be reported to Customer Service.<\/p><\/div> You may toggle back and forth between basic cable and digital cable service on your TV if you have a set-top box installed. There are two ways to\u00a0toggle back and forth: On your TV\u2019s remote control select either Video\/Source\/Input (options vary by TV model). Or, using the Dish remote control,\u00a0<\/span>select the TV button, then press the TV\/Video Input button, which will allow you to toggle the input, switching back and forth from analog and digital\u00a0<\/span>service. You may have to press these buttons more than once to toggle through all of your TV’s input choices. Please note that most times your\u00a0<\/span>digital service will be found on the HDMI1 input setting.<\/span><\/p><\/div> BroadStar provides your community’s Leasing or Management office with up-to-date Channel Lineups. You can also tune in to the TV Channel Guide\u00a0for current listings and line ups. For information specific to where you live, click on\u00a0<\/span>Find your Community<\/a>\u00a0and enter your zip code.<\/span><\/p><\/div> To find out if HD programming is offered in your community, click on\u00a0Find your Community<\/a>\u00a0and enter your zip code.<\/span><\/p><\/div> On Demand programming is available in most locations. To access On Demand, a Digital Cable package subscription, an HD DVR receiver and an Internet connection are required. If you already have an HD DVR and it is located near\u00a0your cable modem or wireless router, connect the receiver to the cable modem or wireless router with an Ethernet cord. If the receiver is NOT located near the cable modem or wireless router, call Customer Service to request an\u00a0<\/span>On Demand Wireless Key. This piece of equipment allows your HD DVR to access to the wireless network within your home. On Demand Wireless Keys can be leased or purchased for an additional fee. Contact Customer Service for additional details.<\/span><\/p> To sign up for Digital Cable, HD DVR and On Demand service, click on\u00a0Find your Community<\/a>\u00a0and enter your zip code.<\/p><\/div> To find out if DVR Service is offered in your community, click on\u00a0Find your Community<\/a>\u00a0and enter your zip code.<\/span><\/p><\/div><\/div> To get the most out of your Ó£ÌÒÊÓƵ Internet experience, your computer will need to meet the minimum system requirements. Please review the list of\u00a0minimum requirements<\/a>.<\/p> Other factors may include computer viruses and\/or too much spyware and cookies.<\/p> BroadStar recommends seeking professional advice on how to handle these issues.<\/p><\/div> If you are using a router, try connecting your computer directly to the cable modem (or ethernet outlet on the wall if there is no cable modem).<\/p> Wireless frequencies can be affected by interference from other wireless users within range, wireless phones, cellular phones, baby monitors and radios.<\/p> Also, an unsecured router allows others to use your network, which can slow your connection as well as cause other serious problems.<\/p>
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