NineStar Connect

It has been every month and it has been for years. There is no waiting time, and one person came out. They were professional with me.

I live out in the country so that is the only service that is available. They have no competition.

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Reported they had not seen issues like this before, reset equipment and said everything was OK. Within a few days all the issues are back like before.

I had a problem. NineStar Connect had to connect to my house because I did not have fiber coming to my house before. We did that last August. This year, I've had a problem with my sewage leach field and I thought they caused it. So, I asked them to come and look at it and they did. We found out that it was a different issue totally. It was very nice of them. They were very polite the whole time. I'm glad they came out. I'm under the old rates. I'm getting 15 mbps for $49.95. They're the only game in town. Everything else is more expensive for less service.

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Exceptional customer service! Always prompt and courteous!

Completely reliable after several months now. Tech stayed after installation to make sure was getting the speed they promised. Never would have had a Comcast rep do that! They also offer TV services, which I may look into in the future. Are streaming video and it works great too.

I like the fact that they give us money back if they have an excess, because it is a coop. I have never had a problem.

The experience was great. Matt was a helpful throughout the sales process. He was very low pressure, and found all sorts of ways to help save cash on unnecessary hardware. For instance, he could have told us that all of our pre-existing hardware needed to be replaced. He set the expectation that some might need to be replaced, but as it turned out, they were able to use everything. The installers came on time, and were very knowledgeable about the products. They gave us a nice tutorial. We are interested to see how the monitoring goes, but if the service is anything like Matt, we should be in good hands.

The television quality is excellent; it's better than I was getting with a satellite receiver. I don't lose it during storms. My phone is excellent; I have voicemail, call waiting and the whole thing. For my internet I have fiber optics. It works faster than the competitor. They came out on the day they said they would be here. The guy put on booties while he was working inside the house and he cleaned up his mess. He explained to me everything that was going on and he told me about the pay scale. He set me up with my phone and internet and everything. He did a really excellent job.

They tried to change the email addresses, and everyone threw such a fit about what the process was going to entail that they ended up not changing it.

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I like the fact that it is a co-op so I am also an owner in the company. It is a small company so they are in the start-up phase. Everyone I speak to is very polite and responsive. I usually get to a person right away if I call. Their prices are very competitive. They are much better than the other cable providers.

Fiber conversion required adding a new box inside the garage, wires running along the wall and use of an outlet. Remote control comes with no instructions. You are on your own. Turning on and off the TV requires hitting a combination of buttons. Not just power on, power off. Tech support is helpful, but the time spent trying to diagnosis the problem is significant. If you, a guest or the dog accidently hits one of the mysterious buttons on the remote, the picture goes out and turns to snow. Only a call to them will resolve it. They have you hit different buttons, red, green, get behind the TV, pull plugs, wait, etc. If you don't have snow on the screen, then it might be that the guide doesn't work or the menu won't pull up. The set top box is not communicating, all sorts of reasons. After a month or so we were told that there were firmware problems causing a delay on sound, and to wait another few months for upgrades. Digitalization problems. FOX channels had problems; picture would freeze for 10 to 15 seconds. Turn on TV and picture is black. You never know if you will have a picture or not, when you turn on the TV. Factory resets necessary. Hit the volume up button and the channel would change. Happened numerous times. Finally encouraged to swap out box and remote for that TV, and so far it seemed to help on that particular TV. Now the DVR box is acting up. I was told that I could swap that DVR out for a non DVR regular box and that might help. Others tell us we are crazy to put up with the hassles. In a nutshell, we are very sorry we switched from Comcast TV.

It's been excellent! We switched to them in October. They are responsive with the learning curve of learning a new system. The quality of their product is exceptional as well. However, they do not offer all the OnDemand channels that the other services offer. They also have security monitoring services.

We had a pre-install meeting to map out what was to be completed and I signed the contract so that any problems would be addressed in advance. My Father sat with them during the installation and the install plan/map was suppose to have been followed. In the end there was problem, they did not install the sensors in one room, the front door and the back door. This meant that there were two more service calls that were suppose to have been free, but they were not. They installed the missing room on the first call but the alarm would not "test" correctly. After several months and phone calls it was discovered that the front and back doors did not have sensors installed. So they came out a second time to fix the doors. Basically, I ended up paying for two service calls that were promised to be free to install parts of the system that I had already paid for. Another issue is that I went into the Ninestar offices and asked for "call list" to be changed but on the last call-in by the monitoring service they called from the original list and not the new modified one. UPDATE: No one can tell me if the wireless backup is working or not. Neither the monitoring service nor NineStar Connect. Originally, they tested for this but now when I ask for it, no one seems to know nor care. I was told to pull wires out of box then call for testing, if it does work then there would be a $100 service call. Sounds like that "service call" is a sure thing after I "pull wires from the box". Looking for a new security system and service. UPDATE: My contract has ended and I needed to know what was going to happen next with my security system, like whether or not I needed a new contract, increased fees, etc., plus wanted to modify the wireless setup on the system and buy more services from them. I called twice and visited the store location twice and received different answers to my questions. I also asked for a service call and was told that they could not schedule an appointment but that they would call me back to set one up. If they called, they did not leave a message, so I got nothing. It's a matter of getting the lesser of two evils, NineStar or some other company, like Comcast, that could be just as bad. I have to give these people credit for trying but not much for results. UPDATE: I visited the NineStar office again and was told this time that I had to call a sales person for them to resell any alarm system changes or other services so that they could get "their commissions". I am an existing customer who wants to change what I have and get a service order to make the modifications. Basically, I have gotten another different answer to my request and have returned to "square one". This is now six different answers to the same questions. Advice, shop around before getting wrapped up with these people or having their equipment installed because they do not seem to have it together anymore. UPDATE: Ninestar came out and switched my alarm system to wireless and hooked up a new internet connection. The alarm changes seem okay, but when the added the internet connection they did their testing with two different speeds. The two different speeds showed up on their exit report and I was only to be charged for the speed that I ordered, not two because I only have one. My first bill had both speeds on it so I was being charged for double service. I went to the McCordsville office and told them and they did not even want to pull up my services to compare with the bill that I had with me. They said that things were okay and did nothing even when I told them that my bill was incorrect and I had only one speed for my internet service. I paid the bill or face disconnect or face a red mark on my credit report. The next bill came in the same way. The only way that I got this fixed was to call the technical help line and ask them to check both the bill and my service. The tech person found the error then emailed the billing and customer service people to fix. Not only was I billed double, my credit rating was subject to damage and the Ninestar customer service has been going down hill.

Sent a team of people to run an cable TV installation. Very good all around.

In the Cambridge subdivision, Ninestar connect has gone through a lot of effort to install fiber optics and connections to each home giving options for phone, internet and HD/TV service. I switched over to Ninestar roughly two weeks ago. I thought I would share my experiences so that folks can make better decisions on whether to switch or not. I added the Ninestar triple play which provides local phone, unlimited long distance phone, high bandwidth internet, HDTV service with one DVR and four other set top boxes all for a price of roughly $176. This is an overall cost savings to me after canceling my Comcast, DirectTV and ATand T long distances services. Installation took several hours but was largely painless. Phone service is good and less expensive. The caller ID pops up on the TV if watching so that you know who is calling in. Internet service has been good, however, there are issues. The email service is not incrypted so that it is less secure than Comcast and may violate security policies when sending/receiving email to some servers. The VPN connection to the company where I work connects but the proxy settings are different so I can not access company information. This may be a problem for those who work from a home office. The basic HDTV service is bad and there are a number of issues. There are several HD channels available on DirectTV that are not available on Ninestar including Comedy, NFLNET, MSNBC, IFC, Smithsonian, etc. This mostly effects me when I can not watch the Colts in HD. NFL Redzone is available but is an add on (do not know the cost). Recording HD series is a problem with the DVR and up to now, I have not been able to make this work. You are supposed to be able to watch recorded programs on other TVs without DVRs, however, this fails when the DVR is recording, i.e., it appears to not be able to do two things at one time. You can access a number of view on demands, however, the search tool is kind of a jumbled mess. The available view on demand service is only SD, HD is not available. Comcast and DirectTV allows you to VOD with quality up to 1080p and even 3D. It is not clear what quality you get with Ninestar. The text boxes do not allow the space to tell you how long rentals are and there is no way to access more detailed information. The signal drops out often, like ten times during a broadcast. I had thought that a land fiber optic line would be better than satellite but it is far worse. One key factor I am waying now is the quality of customer service. I found DirectTV to be good on this although expensive whereas Comcast was impossible. Ninestar is a small company so that you can actually reach someone. They got back to me but mostly to report that they are a small company and can not fix any of my complaints. In sum, a poor option for Comcast or DirectTV