Troubleshooting & Support

Customer Service Call Center

Hours of Operation:
Monday-Friday 8am-8pm EST
Saturday 9am-5pm EST
24/7 Urgent Issues - leave a detailed message for a call back

How-to Guides

Frequently Asked Questions

General Questions | Billing Questions
Cable TV Troubleshooting | High Speed Internet Troubleshooting | Home Phone Troubleshooting

General Topics

How do I sign up for BroadStar services?

You can sign up online at BroadStar.com or call 856-513-2113 and a friendly BroadStar representative will walk you through the activation process.

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 Management Office along with other useful BroadStar information.

How soon will I get my new services installed?
The activation process normally takes 3-5 business days.
Why does it take 3-5 business days before my service is installed?
Activation of new services involves creating an account and preparing any applicable equipment for installation. Once this process is completed, a BroadStar representative will contact you immediately to schedule an installation appointment with one of our technicians.
Do you have to rewire my home for service?
If your community is contracted with BroadStar, your building is already wired to receive BroadStar services.
I live at my residence part of the year. What is your vacation mode policy?
BroadStar gives you the unique ability to pause your services and place your account on hold while you are away from your residence during part of the year. For details, please read BroadStar's Vacation Mode policy.
How do I cancel my BroadStar service?
Please provide prior notification of disconnection in writing via email, fax 866-651-6097 or USPS.

Back to top

Billing

Can I view my bill online?
Yes! Go to BroadStar.com and click on "Login." 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 upon activation of your services. Your password will be the last 5 digits of your social security number.

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."

If you experience issues logging into your account, please call Customer Service at 856-513-2113 for assistance.
How do I sign up for Paperless Billing?
GO GREEN with BroadStar! Sign up for Paperless Billing and receive email notifications each month when your bill is ready. Then, sign into your account to view your bill at BroadStar.com.
I forgot my password for online billing. How do I reset my password?
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, please call Customer Service at 856-513-2113 and a friendly BroadStar representative will reset your password for you.
What payment options does BroadStar accept?
BroadStar accepts Visa and MasterCard.
When can I expect my bill each month?
Your bill will be generated on the 15th of each month or on the closest business day.
When is my payment due each month?
Payment is due on the 1st of each month.
I just received my first bill. It appears I was charged twice for service.
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 signed 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 the 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 or around the same day each month.
What is AutoPay and is it required?
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 will automatically charge your credit or debit card on the 1st of each month (or the closest business day). Sign up for AutoPay and BroadStar will waive your $100 deposit.

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 $100 deposit payable upon activation of your account.
Why do you require my Social Security number?
For billing purposes and for verification, BroadStar requires your social security number OR your driver’s license number. Many utility companies, including cable companies require this information in their billing system.
Do you require a credit card to set up new services?
No. In order to set up an account with BroadStar, we require either a credit/debit card set on auto-pay or a deposit. This secures your service and any equipment rental(s).
What are these additional charges on my telephone bill?
As a telecommunications company, BroadStar is required to charge certain taxes and fees imposed by federal, state, local and municipal governments. For a detailed breakdown of the charges that may appear on your bill, please visit the Billing Definitions article.

Back to top

Cable TV Troubleshooting

I can't see all of my channels.
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. Check your TV's instruction manual for specific instructions on how to perform the scan. General instructions:

  1. Use your TV's remote to navigate to the menu.
  2. Choose the "Auto Scan" option and press select or OK
  3. Allow the TV to scan through all of the channels.
  4. Once the scan is complete, check to see if the missing channels are restored.
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.
  • Make sure your DISH remote is in SAT mode.
  • Make sure your TV is on the correct input/channel.
  • Make sure you’re on the correct Favorites List.
  • Reset your receiver by unplugging it from the wall for 10 seconds. Plug it back in and turn it back on.

Any persistent problems that are not resolved by the steps above should be reported to Customer Service at 856-513-2113.

How do I view basic cable and digital cable on my TV?
You may toggle back and forth between basic cable and digital cable service on your TV if you have a set-top box installed. There are two ways to toggle back and forth: On your TV’s remote control select either Video/Source/Input (options vary by TV model). Or, using the Dish remote control, select the TV button, then press the TV/Video Input button, which will allow you to toggle the input, switching back and forth from analog and digital service. You may have to press these buttons more than once to toggle through all of your TV's input choices. Please note that most times your digital service will be found on the HDMI1 input setting.
Where can I find a channel lineup?
BroadStar provides your community's Leasing or Management office with up-to-date Channel Lineups. You can also tune in to the TV Channel Guide for current listings and line ups. For information specific to where you live, click on Find your Community and enter your zip code.
Does BroadStar offer HD programming?
To find out if HD programming is offered in your community, click on Find your Community and enter your zip code.
Does BroadStar offer DVR Service?
To find out if DVR Service is offered in your community, click on Find your Community and enter your zip code.

Back to top

High Speed Internet Troubleshooting

Why is my Internet connection slower than usual?
If you are using a router, try connecting your computer directly to the cable modem (or ethernet outlet on the wall if there is no cable modem). Wireless frequencies can be affected by interference from other wireless users within range, wireless phones, cellular phones, baby monitors and radios. Also, an unsecured router allows others to use your network, which can slow your connection as well as cause other serious problems. (See Dangers of Unsecured Network below)

Other factors may include computer viruses and/or too much spyware and cookies. BroadStar recommends seeking professional advice on how to handle these issues.
How do I perform a speed test?
If you are using a router, try connecting your computer directly to the cable modem (or ethernet outlet on the wall if there is no cable modem). Wireless frequencies can be affected by interference from other wireless users within range, wireless phones, cellular phones, baby monitors and radios. Visit speedtest.broadstar.com. Choose the location nearest you. Click "Begin Test" and watch as the application identifies your current download and upload speeds.
How do I install my modem?
  1. Turn off your computer.
  2. Connect the cable line from the wall outlet to your cable modem.
  3. Connect the power source for the modem into a grounded, surge-protected outlet and turn it on.
  4. Connect one end of the Ethernet cable into the port on the computer.
  5. Connect the other end of the Ethernet cable to the Ethernet jack on the back of the cable modem.
  6. Restart your computer.
I just installed my modem but I'm not connected to the Internet.
Check your power and connections. Make sure any power strips connected to your equipment are on and that you have not lost power to your computer. Test to be sure your coaxial cable is tightly connected to both your wall plate and computer. Also, check to make sure your Ethernet cable is secured to both your computer and your cable modem.

You can also try to "Power Cycle" your cable modem. This is a simple reset of your modem that often will restore connectivity. To perform a power cycle of the modem:
  1. Disconnect your cable modem from the electrical outlet. You can disconnect it from the wall or the back of the modem
  2. Leave it disconnected for 2 minutes
  3. After 2 minutes, connect the power cord back into the modem.
  4. Wait for the modem to regain connection (this may take up to 5 minutes and you will see the lights on your modem come back on during this process).
  5. Ensure the cable lights on the modem are steady, then test the connection by trying several sites on the Web.
If you cannot connect to the Internet, please call Customer Service for additional assistance.
I was connected to the Internet but now my modem is offline.
"Power Cycle" your cable modem. This is a simple reset of your modem that often will restore connectivity. To perform a power cycle of the modem:
  1. Disconnect your cable modem from the electrical outlet. You can disconnect it from the wall or the back of the modem
  2. Leave it disconnected for 2 minutes
  3. After 2 minutes, connect the power cord back into the modem.
  4. Wait for the modem to regain connection (this may take up to 5 minutes and you will see the lights on your modem come back on during this process).
  5. Ensure the cable lights on the modem are steady, then test the connection by trying several sites on the Web.
If you cannot connect to the Internet, please call Customer Service for additional assistance.

If you have a router, we recommend that you connect directly to the modem and bypass the router to help determine the origin of your issue.
  1. Disconnect the router from the power source and from your computer.
  2. Connect your modem directly into your computer with an ethernet cable.
If you cannot connect to the Internet, please call Customer Service for additional assistance.
How do I connect my modem if my TV or Digital Set-Top Box is plugged into the wall outlet?
You can use a splitter if you need to connect your modem and TV or Digital Set-Top Box to the same wall outlet. Simply connect the splitter to the cable wall outlet. Connect 2 coax cables to the other side of the splitter, one leading to the cable modem and the other leading to the TV or Digital Set-Top Box. Your technician can provide you with a splitter upon installation or you can buy one at your local electronics store.
Does BroadStar offer wireless internet?
No, but you can purchase a wireless router at a store near you and network your computer and devices within your home. BroadStar recommends that you consider securing your router if you do choose to wireless. For instructions, see our How to Guide on securing your wireless router or check the manual included with the router.
I am using a wireless router. Why is it important to secure my wireless network?
An unsecured network leaves your personal information that may be stored on your computer vulnerable to outsiders. An unsecured network can be used by others for illegal downloading. If legal action is taken, you as the consumer may be held responsible for any damages. And finally, an unsecured network can significantly decrease your connection speed because you may be unknowingly sharing the Internet service that you pay for with others.
How do I secure my wireless router?
See our How to Guide on securing your wireless router or check the manual included with the router.

Back to top

Home Phone Troubleshooting

How do I set up my voicemail?
Dial [*62] to access your voicemail box. Follow the voice prompt instructions for setting up your voicemail.
I'm not getting a dial tone.
Please verify that all phones are properly on hook. Disconnect any additional equipment such as a fax, modem or computer to see if that restores a dial tone.

If you are subscribed to BroadStar's Digital Home Phone service, please try to "Power Cycle" your ATA device. To perform a power cycle of the ATA device:
  1. Unplug the power supply to your ATA device.
  2. Wait up to 2 minutes while your ATA device is unplugged.
  3. Plug the ATA device's power source back in.
If you continue to experience issues with your Phone Service, please call Customer Service.
Are long distance calls included?
BroadStar's Unlimited Home Phone Service includes Unlimited calling within the US, Canada and Puerto Rico. Call Customer Service at 856-513-2113 to check if BroadStar offers Unlimited Home Phone Service your community.

Back to top