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Vacation Hold Policy

Effective 2020 Vacation Season (formerly Vacation Mode Policy)

BroadStar service(s) are eligible for the BroadStar Vacation Hold policy. (VH). Phone, High-Speed Internet, and/or Cable services can be put on Vacation Hold while customers are away for a minimum of 2 months. If less than two months, then the resident will be responsible for full payment instead of the Vacation Hold.

*** Please note: Prices below do not include taxes & applicable fees, and that there are no prorated fees in Vacation Hold.

Qualifications for Vacation Hold:

    1. Customers on a 12 month contract plan are NOT ELIGIBLE for Vacation Hold.
    2. All customers must have a Zero balance on their account prior to starting up Vacation Hold.
    3. Auto payment or $100 deposit must be on the account. Confirm that a valid current credit card is on file if auto payment is set up.
    4. Vacation Hold has a minimum requirement of 2 months and a maximum time span of 6 months.

A resident may call in and extend it for another holding period, but they would need to pay the $30 fee for a new hold term.

Vacation Hold Fee: Price increased to $30.00 effective February 1, 2020.

Residents will be billed a Vacation Hold Fee of $30.00 each time Vacation Hold is activated

Additional Monthly Fees During Vacation Hold:

1. DIGITAL CABLE SERVICE:

Turn OFF Digital Cable Services – No charge for Digital Cable Services

      1. No fee for the first receiver.
      2. Any Billable Receiver(s) $5.00 per month(Wally, 211, 722, Hopper, Joey)
      3. No fee for cable accessories (voice remote, USB Adapter, hard drive)

2. INTERNET SERVICE:

Turn off internet and modem service.
Internet Service: $5.00 Monthly Fee

Internet Equipment: NO Charge

3. VoIP PHONE SERVICE:

Service: 50% of the monthly bill, INCLUDING ALL TAXES.

All taxes will still apply to the invoice.

This fee will allow customers to retain their current number when upon return.

If they disconnect the phone to avoid this charge we will not be able to regain the telephone number. Upon return, canceled phone service will require a $50.00 activation fee for technical installation and a new number will be issued.

*(See Disconnection Policy below)*

Disconnections:

Please inform resident(s) who requests a disconnection in place of vacation hold the following information

This must be told to all residents requesting the disconnection for seasonal service and documented in the ticket.

VERY IMPORTANT: Please record the call and make sure to include detailed notes that the vacation Hold policy has been explained to the resident who is not moving but chooses disconnection in replace of a Vacation Hold.

      • If the customer returns to the residence within (one calendar year) 12 months of the disconnection there will be a reconnection fee of $50.00 per service being restored and a new activation fee of $50.00.
      • Example: Disconnect cable and internet request new service within 12 months of disconnect:
        • $50 reconnect cable
        • $50 reconnect internet
        • $50 activation fee
        • Total: $150 to reconnect two disconnected services
      • All Activation/Installation Fees will be applied with the reconnection fees on the first bill they will receive as well as any prorated service charges.
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