What are the main changes BroadStar has completed for our community?

BroadStar has reduced the Installation/Activation Fee from $150 to $69.99.

Installation/Activation Fees will be waived for all residents who are actively in occupancy of their home at Seasons at Spring Creek by 9/1/21. This is to offset the inconvenience experienced by residents during the transition from FastLite services.

BroadStar does NOT require payment of the Activation Fee, Equipment Charges, or First Month of Service on the date of installation.

Residents who are in active occupancy of their home at Seasons at Spring Creek by 9/1/21 will receive 2 Months Free Television & Internet services at NO CHARGE.

BroadStar has eliminated the original Internet Speeds and Offerings set by FastLite, and upgraded them to our up to 2GB (2000 MBPS) and up to 3GB (3000 MBPS) Fiber-Optic Network options. These speeds are 100x faster than what was planned for your community originally.

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 available to your community. 3GB Business Class service is also available to individual residents for an additional $25 per month.

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 (2000 Mbps). You may have older wireless cards in antiquated 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. When performing a speed test you must be sure to use a Miami base, as BroadStar services to Southern Pines are hosted out of our network core in Miami, Florida. BroadStar is not responsible for slow speed readings caused by speed tests sourced outside of Miami, Florida.

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. Wifi speeds may vary based on environment and home network variables.

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?

BroadStar’s “The Favorites” IPTV package, 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 3-Day replay ability are included:

• You will have 20 hours of Cloud DVR storage
• On-Demand Access to all shows in “The Favorites” television library.
• 2-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. 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?

BroadStar offers your property a Month to Month bundle plan which includes both TV and Internet services. Month to Month plans do NOT require a contract, and can be cancelled at any time. Please be aware that an Activation Fee will be charged for each re-activation at your property.

Are there any installation fees?

BroadStar installation fees are currently $69.99 one time payment for all residents within your community.

How do I set up my billing account?

A valid credit card number and Auto-Pay Registration will be required for activation of your account, or a $100 deposit will be required in lieu of credit information submission.

If choosing the $100 deposit option, account activation will NOT be completed until your deposit has been received by BroadStar.

Why is my first bill charging more than expected?

BroadStar processes our invoices on the 15th of each month. Residents can expect an emailed invoice on the business day that follows the 15th. BroadStar bills services, as do many utilities, one month in advance.

For Example: Invoice dated 1/15/22 will be billed for 2/1/22 – 2/28/22

Your first invoice will be higher than your normal monthly invoice. The first invoice will bill from the date your service is activated to the last date of the month. It will also include the full month in advance. This establishes resident accounts into our billing cycle. Your final invoice will be lower thant your normal monthly invoice. This is due to reverse pro-rating at disconnection.

• You are only responsible for the days you have BroadStar service.
• BroadStar places your account on Autopay by default unless otherwise instructed by the customer.
• Payments are processed on the 1st of the month.
• When scheduling your installation, the representative will request a credit card to establish your account on Autopay.
• If you prefer NOT to be on Autopay you will be required to place a $100 security deposit on the account via phone or mail.

Is there a credit card decline fee?

BroadStar charges a $25 penalty fee for declined credit card payment.

Is there a restoration fee due to non-payment?

BroadStar charges a $50 restoration fee to re-activate any account which has been shut off due to non-payment.

What equipment is being placed into my home?

INTERNET CUSTOMERS

A Media Converter will be installed in your utility closet. A Cat6e Wall Plate, and a Wifi-6 802.11AX Standard Access Point (POD) will be installed inside your unit. These three items work in tandem to provide internet and video service to your home.

TELEVISION CUSTOMERS

Each resident will receive 1 BroadStar Approved Streaming Device (Amazon 4K FireStick or BroadStar Stream Box). Additional TV and Internet equipment will be available for additional charges listed above.

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. BroadStar’s devices are “flashed” (provisioned) specifically for your home address before placement to allow you access to our network and service. BroadStar does not currently support devices purchased via retail establishments.

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 to stream concurrently to all of their TVs, including the Amazon 4K Firestick and Amazon Fire TV Cube (pricing pending). Additional devices and their streams to the included equipment within your community’s contract

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?

“The Favorites” television package includes 20 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. BroadStar’s 2-Day Replay feature allows you to watch up to 48 hours of past live television programming without the need for DVR Recording. The 2-Day Replay feature does NOT take up any of your included 20 hours of DVR recording time.

Can I increase the DVR Recording Space?

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

What is the 2-Day Replay feature?

This is a feature you will love. When on the channel guide you can “Replay” in real time and watch programs that have aired in the previous 48 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 as well.

Do we have On-Demand access?

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

Why don’t I see BroadStar as a listed provider when downloading TV apps?

Some smart TV applications ask for you to choose your provider when downloading. BroadStar is not currently listed as a provider in these spaces, and is in the process of registering to be. BroadStar may be available to choose as a listed service provider in 2022.

How do we sign up for installation?

Representatives may be contacted by calling your property specific Call Center Phone Number located at the at the top of this page.2