Your technicians have been onsite for a few months. What were they doing?

Our technicians were placing fiber optic cabling throughout the building for use in the deployment of service to the residents.

What is the rate that the HOA is paying on our behalf?

This is a contractual item between BroadStar and your HOA, this question can only be answered by your HOA.

Will our HOA fees increase?

Homeowners should receive information from the HOA concerning any change in fees.

Are you installing video and internet at the same time? Will this impact our HOA increase?

We will begin internet installations the first week of August. The video installation date is still pending. However, we anticipate installations to begin late September or early October. BroadStar will not begin billing for any services to the property until both video and internet services are active. A certified letter will be mailed advising of the official start date.

May I opt out of one, or all, bulk services provided by BroadStar and avoid the HOA fee increase?

Unfortunately, if you prefer not to use the bulk service you will still experience the HOA fee increase.

Why do you need my email address?

BroadStar will provision equipment for each unit using the email address provided. Absent an email address we are unable to install service in your home.

We are contractually prohibited from using your email address for purposes other than BroadStar specific service notifications and account related communications.

We do not release your email address or telephone number to any external parties.

What internet service will we be getting?

Each unit will receive up to 2GB internet through a fiber gateway. This speed exceeds that of all providers presently servicing the residents.

Is there a monthly charge for the internet, and if so, what is the amount?

The internet is included in your HOA fees, you will not receive a separate invoice from BroadStar unless you require Business Class speed upgrades or additional WiFi extenders.

Will the speed of up to 2GB be available to all of my devices?

Speed may be limited on older devices that cannot support up to 2GB. You may have older wireless cards in laptops, computers, and game consoles that can only receive up to 100Mpbs.

When performing a speed test on any device you should perform two
independent tests. Using your internet browser please search “speed test” and select any pair of the most popular free internet speed measuring services. We typically use Speed Test by Ookla or Fast.com.

A hardwired ethernet connection should always be used to run speed tests. This will give the most accurate result of how fast your connection can be.

Will the number of devices slow down my connection speed?

You should not experience any decrease in performance.

Is there a data limit, or slow down for high use residents?

You will not have a data limit, nor do we throttle services.

What TV service will we be getting?

Your HOA has selected America’s Favorites as the bulk service, which includes over 200 IP video and music channels. IPTV is video service delivered over fiber optic connections producing the
highest picture and sound quality possible.

Additionally, advanced features such as DVR, On-Demand, and 2 Day replay ability are included:

• You will have 50 hours of Cloud DVR storage
• On-Demand access to all shows in the America’s Favorites library
• 3-Day Live TV Replay

Upgrade options will be available for those interested in subscribing to additional premium programming options including additional DVR recording time and channels not in the bulk line-up. The final lineup and upgrades are still pending.

How will “we” learn how to use the new video service?

We know change can be a bit scary to some and we will do everything to assist with the transition. Our team will be onsite with products and a demo lab. Our technicians will assist you when placing the devices in your home. We also have US based call centers ready for your calls.

I am a seasonal resident, will I need to suspend my service when I am away?

Vacation, or seasonal service is not necessary for bulk video or internet. These services remain on and active all year. You are able to put upgrades on vacation service.

What equipment is being placed into my home?

A converter will be installed in your utility closet. An Access Point (POD) will be installed inside your unit. These two items work in tandem to provide internet and video service to your home.

Each resident will receive 2 streaming devices (FireStick or set top box).

I already have a Fire TV Stick, may I use that instead of a BroadStar Fire TV Stick?

You are not able to use your existing Fire TV Stick to access BroadStar IP
video. Our devices are “flashed” or restricted before placement to
allow you access to our network and service.

I have a ROKU device, may I use that in place of the Fire TV Stick?

BroadStar service is not available with a ROKU. You may continue to
use your ROKU as you do today but will need our device to access
BroadStar service.

I have more than 2 televisions, what are my upgrade options?

BroadStar will have additional devices available for residents including
the Amazon Fire TV Cube. (pricing pending)

My current remote control can be controlled by my voice, will my new remote be a voice remote?

The remote for the set top box and most streaming devices are voice controlled, but will need a Google (free) or Amazon (also free) account to activate them.

What video features are available?

Your HOA provides 50 hours of Whole Home Cloud DVR recording space. You are able to share the stored library between the devices in your home. You can record in one room and watch the program in another.

Can I increase the DVR Recording Space?

You may add additional space as an upgrade for $5.00/mo.

What is the 3-day lookback feature?

This is a feature you will love. When on the channel guide you can “lookback” in time and watch programs that have aired in the previous 36 hours. If you missed the beginning of a show you can restart from the
beginning. If you missed a show yesterday you can locate it by using the back arrow and watch it from the beginning.

Do we have On-Demand access?

YES! You have access to programming for any channel in your package.

What do I do for television in the interim?

Comcast will discontinue bulk video service only. Those residents on upgraded packages (those receiving an invoice directly from Comcast) will continue to receive video services for a period of time. They will lose Comcast video when we activate our video service.

Available options include pulling local channels in via an antenna, or streaming using APPS (Netflix, YouTube, Hulu, Amazon, Etc.).

Why is video service delayed?

Product shortages due to Covid-19 has limited availability of components needed to deliver video to the property. We are monitoring production and shipment schedules to determine when we will have the necessary control equipment.

How do we sign up for installation?

Internet installations have begun as of 8/4/21. We were provided a list of units that property management believes are currently occupied.

BroadStar representatives have been calling individuals on the list to schedule their installation. We will complete installation of internet to occupied units as quickly as possible. Those who are absent will be addressed as they return to the property.

Representatives may be contacted by calling our Galleon specific call center representatives at 954-271-2471.

When should I disconnect my current service?

We recommend that you discontinue your existing service the day after we complete your installation. If you are in a term contract with your current provider we may be able to assist with having Early Termination charges waived. We regularly work with Comcast and AT&T on this matter.

Please advise the carrier that your HOA has entered into an exclusive contract with BroadStar which prohibits other providers from operating in the community.

If you receive a final invoice with a termination fee please call them and adviseyou are in dispute of the charge. Please forward a copy of your invoice with the termination fee highlighted to billing@broadstar.com.

Must I use BroadStar for service?

Your HOA has entered into an exclusive contract allowing BroadStar to be the only provider of video and internet to your community. On the day that we launch both internet and video service to the community we will contact AT&T and Comcast/Xfinity and alert them of the exclusivity agreement.

They honor our agreement and will send a 30-day notice of termination to you.

Please note that we do not request exclusivity on telephone service. Our telephone service is VoIP and will not function if there is an electrical outage, or the internet is not working. We encourage anyone with a life safety issue to remain on a traditional landline with the incumbent service provider in the area.