Select Your Savannahs Property
FREQUENTLY ASKED QUESTIONS
Your technicians have been onsite for a few months. What were they doing?
Our technicians were placing fiber optic cabling throughout the development for use in the deployment of service to the residents.
We noticed irrigation lines were cut during placement of your lines, did our HOA fees pay for the repairs?
The repair cost is our responsibility. The invoices have been cared for.
Why is there a curved conduit coming out of the ground rather than flush with the side of the building?
The conduit is a protective sleeve for the fragile fiber optic cable running inside of it. The conduit cannot be bent to a 90-degree angle without possible damage to the fiber within. Therefore, we must leave it angular.
The orange conduit is ugly, and an eyesore.
We will paint the conduit to match the color of the building. This will be completed as one of the final steps in our launch.
The top of the conduit is open and water can get down into it. Will this damage the equipment.
All conduits will be sealed with foam at the tail end of the launch.
I have noticed some areas where the sod has not regrown after the cable has been laid.
During the final launch wrap up, we will walk around the development and reseed as needed.
Why are so many cosmetic “things” being addressed at the “tail end” of the launch?
The delivery network is in place, we are only able to complete testing of all connections when the services are activated.
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 received notification of any increases at the beginning of May 2021.
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.
What internet service will we be getting?
Each unit will receive up to 500Mbps (will be slower until our transport circuit is installed) 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.
Will the speed of up to 500Mbps be available to all of my devices?
Speed may be limited on older devices that cannot support up to 500Mbps. 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,you will have 50 hours of Cloud DVR storage, On-Demand access to all shows in the America’s Favorites library, and 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 not in the bulk line-up.
The final lineup and upgrades are TBD
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 in the clubhouse 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 has been installed which will connect to an Access Point. These two items work in tandem to provide internet and video service to your home. A wireless set top box will be installed to your main television. You can use it hardwired if you would prefer. A streaming device (4K Fire TV Stick) will be installed for a second television.
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) account to activate them.
What video features are available?
Your HOA has arranged for 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 recording space?
Absolutely, we will have upgraded options to fit all needs (pricing pending)
What is the 2-Day Replay 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 24 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.
How do we sign up for installation?
Our technician schedule is forthcoming. We await the confirmed hand-off date from our circuit provider. Once confirmed we will begin setting appointments for internet installation to your home.
Please note that video service will be added once the transport circuit is installed.
We have established accounts for each address and will call and email residents to schedule appointments.
We anticipate completion of 20-30 installations per day.
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 that 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 advise you are in dispute of the charge. Please forward a copy of your invoice with the termination fee highlighted to email@example.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.