{"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
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BroadStar Customer Support<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Monday-Saturday | 8:00am-12:00Am EST<\/span>

\nSuNday | 8:00am-10:00pm EST<\/span><\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tGeneral Support<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t
How do I sign up for BroadStar services?<\/b>

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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>

How soon will I get my new services installed?<\/b>

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The activation process normally takes 3-5 business days.<\/p><\/div>

Why does it take 3-5 business days before my service is installed?<\/b>

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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>

Do you have to rewire my home for service?<\/b>

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If your community is contracted with BroadStar, your building is already wired to receive BroadStar services.<\/p><\/div>

I live at my residence part of the year. What is your vacation mode policy?<\/b>

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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>

How do I cancel my BroadStar service?<\/b>

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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

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Can I view my bill online?<\/b>

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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>

How do I sign up for Paperless Billing?<\/b>

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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>

I forgot my password for online billing. How do I reset my password?<\/b>

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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>

What payment options does BroadStar accept?<\/b>

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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>

When can I expect my bill each month?<\/b>

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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>

I just received my first bill. It appears I was charged twice for service.<\/b>

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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>

What is AutoPay and is it required?<\/b>

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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>

Why do you require my Social Security number?<\/b>

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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>

Do you require a credit card to set up new services?<\/b>

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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>

What are these additional charges on my telephone bill?<\/b>

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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

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I can’t see all of my channels.<\/span>

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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>

  1. Use your TV’s remote to navigate to the menu.<\/li>
  2. Choose the “Auto Scan” option and press select or OK<\/li>
  3. Allow the TV to scan through all of the channels.<\/li>
  4. Once the scan is complete, check to see if the missing channels are restored.<\/li><\/ol>

    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>