CALL: 920-560-2437

*** 2018 IMPORTANT INFORMATION!!! ***

This information Supersedes all Agreements and User Agreements made prior to Jan 1, 2018.


Service Call Deductible: Recently we have had some customers complain about this charge, so we are once again informing everyone that this policy has not changed in nearly 5 years and applies to every customer. Service Call Deductibles are $35 every time a technician visits a location unless notified beforehand. We do not profit from service calls, in fact, service calls cost us an average of $52 each time a technician visits a location. Many companies build service call fees into monthly bills for customers, however, we do not feel this is fair practice on our part; due to some customers having multiple service calls in a year and others having none over 5 years. The $35 Service Call Deductible must be paid to your technician before any work is performed. If you do not have cash or a check handy, the technician can take your credit or debit card information and have it processed over the phone.

*If equipment is leased, it is a lifetime lease. Equipment includes the dish, the line/cable, the black power injector box, and if you have a router supplied by StarCom that would be covered under lease as well. If equipment is leased it is covered for repair or replacement due to malfunction at all times, regardless of age. The only cost to you would be the $35 Service Call Deductible for a technician to visit your location to replace or repair the equipment.

*If you chose to purchase the equipment, it is covered under warranty for 1 year. If during that 1-year warranty a piece of equipment malfunctions, it would be repaired or replaced for a $35 warranty deductible and a $35 service call deductible ($70 total) for a technician to visit your location to replace or repair the equipment. If any piece of equipment malfunctions or experiences equipment failure after the one-year warranty period is up, you would be responsible for the entire full price replacement cost of the broken portion of the equipment in addition to a $35 Service Call Deductible for a technician to visit your location to replace or repair the equipment.


How Auto Pay Works: Often times customers are confused about how auto pay works. Automatic payments are a pre-billing which is deducted from your card on the 25th of every month, prior to invoices being printed on the 1st of the following month, so when we run invoices on the 1st of the month the payments apply. For example, on 01/25/2018 your monthly invoice amount would be deducted from your credit or debit card and that will be for your 02/01/2018 invoice. When the autopay form is received in our offices a one-time payment will occur to cover any outstanding or current balance in order to start autopay. Once your account is started on autopay you will get a bill in your email each month because you are on emailed automatic payment billing, so you no longer receive a paper invoice. On the 1st of every month, an invoice will be generated and emailed to you, saying you owe your monthly bill amount. If your account is on Autopay or paid yearly, please be sure to open the attached PDF to ensure your bill is paid and the account balance is at $0.00. If it doesn't show a negative balance or a $0.00 balance then you should contact us because that means the credit or debit card on file was not charged.


Declined Auto Payments: There will be a $10 service fee for ALL declined automatic payments. We have been very lenient on this issue in the past however as things become more automated charges get automatically added. If your card number changes or the card expires you must contact us as soon as possible to update information to avoid a $10 service fee.


Account Credits: To receive a credit for any reason you need to make a payment in full, including the portion you are disputing, and submit a credit request form that can be obtained on our website. Like many other companies, equipment failure at the customer’s location is not a just cause for a credit because the fault is due to equipment failure, not the company, and a credit will not be issued for time internet service has been lost due to equipment failure. www.StarComWI.com


Effective January 1, 2018

Due Date / Past Due: Payments are due in our offices by the 16th of each month, as the invoices say “Net 15” for the bill due date. Mail is checked on Monday/Wednesday/Friday and deposits are emailed to the billing office every Friday to be posted to customer billing accounts. There will be a $20.00 + tax Late Fee automatically applied to any accounts that we do not receive payments for by the last business day of the month (Monday-Friday, weekends & holidays do not count as business days). 

If your account has a Pink Slip disconnection notice on it, there is no leeway given and if payment in full, including current month, is not received by the 16
th your service will be disconnected and your account will receive a $20.00 + tax Late Fee on the current months invoice and a $25 + tax reconnection charge. We do take credit and debit cards over the phone and you can also stop into our new retail location located at 1107 N. Shawano Street, New London to make a payment. 
We have been very lenient on this issue in the past but it is consuming much of our staff’s time dealing with past due accounts, so these charges will be strictly enforced starting 01/01/2018.


THANK YOU FOR YOUR LOYALTY & CONTINUED SUPPORT TO STAR COMMUNICATIONS LLC!

Sales & Support: Sales@StarComWI.com

Billing: Billing@StarComWI.com


OLD INFORMATION - REFERENCE ONLY

*** 2017 IMPORTANT INFORMATION!!! ***

This information Supersedes all Agreements and User Agreements made prior to Jan 1, 2017.


Service Call Fees: Recently we have had some customers complain about this fee, so we are once again informing everyone that this policy has not changed in 3 years and applies to every customer. Service Calls are billed a $35 Service Call Fee every time a technician visits a location, unless notified beforehand. We do not profit from service calls, in fact, service calls cost us an average of $52 each time a technician visits a location. Many companies build service call fees into monthly bills for customers, however we do not feel this is fair practice on our part; due to some customers having multiple service calls in a year and others having none over 5 years.


Outagamie County Fiber Upgrade: In 2016 we experienced exceptional growth in Outagamie county. We have recognized some customers need more bandwidth and also recognize that there is still a lot of demand for our service in the area, simply due to the limited options currently available for reliable high speed Internet in the area. In Spring of 2017, we will be starting work to add an additional fiber optic line to dramatically improve service to our current customers and allow us to continue to grow and serve the demands of the area.


Contacting Us: We realize that contacting us via telephone has been a challenge for a lot of customers the past 2–3 months due to extreme growth and call volume that we never expected. We are well aware of this issue and are making necessary changes, effective mid-January, such as adding additional staff and improving internal efficiency within the company to continue to meet and hopefully exceed our customer's expectations.


How Auto Pay Works: Often times customers are confused about how auto pay works. Automatic payments are a pre-billing which is deducted from your card on the 25th of every month, prior to invoices being printed on the 1st of the following month, so when we run invoices on the 1st of the month the payments apply and you don't receive a bill showing you owe money. For example, on 01/25/2017 your monthly invoice amount would be deducted from your credit or debit card and that will be for your 02/01/2017 invoice.


Account Credits: To receive a credit for any reason you need to submit a credit request form that can be obtained on our website. Like many other companies, equipment failure at the customer’s location is not a just cause for a credit because the fault is due to equipment failure, not the company, and a credit will not be issued for time internet service has been lost due to equipment failure. www.StarComWI.com


Effective January 1, 2017

Due Date / Past Due: Payments are due in our offices by the last business day of each month. There will be a $20.00 Late Fee applied to any accounts that we do not receive payments for by the last business day of the month. We have been very lenient on this issue but it is starting to consume much of our staff’s time dealing with past due accounts.


Declined Auto Payments: There will be a $10 service fee for ALL declined automatic payments. If your card number changes or the card expires you must contact us as soon as possible to update information to avoid a $10 service fee.


New Hours: We will be open 9 AM – 5 PM Monday – Friday for sales, payments, basic billing questions, and general questions. Our Billing Specialist is in the office on Monday’s & Friday’s only.  


Effective February 1, 2017

$27/$37 Month ( 3 Mbps package ): These packages were discontinued in late 2014, therefore, due to increased overhead and network maintenance these packages will now be $42/month for those customers still on these packages. The new price is guaranteed until January 1, 2020.


THANK YOU FOR YOUR LOYALTY & CONTINUED SUPPORT TO STAR COMMUNICATIONS LLC!

Sales & Support: Sales@StarComWI.com

Billing: Billing@StarComWI.com