Quick summary
A $300 charge can turn a routine NineStar Connect internet cancellation into a contract search. The account’s service order decides whether that early termination fee applies. Customers still inside a minimum term owe the fee under NineStar’s communications agreement. Once the term expires, service becomes month-to-month and the fee falls away.
NineStar supports two ways to start the cancellation. Submit the Stop Service Request form or call a residential service consultant at 317-326-3131. The form collects the service address, requested disconnect date, service being disconnected, and a new mailing address. NineStar says it will contact the customer after submission, so save the request and follow it to an accepted cancellation date.
The closing bill should cover service through and including that accepted date, with the cancellation month prorated. NineStar-owned equipment remains open until the customer follows the account-specific return instructions and confirms that each assigned device has cleared.
Keep a record for each open part of the account: the accepted date and service list, the service-order terms, device-level return instructions, and the final bill or credit. Those records separate a date problem from a fee, device, or payment problem.
How to cancel
Prepare the account before opening the form or calling. Keep the account and service address together, list every communications service that should end, choose the requested date, locate the service order or promotion, and identify any NineStar equipment at the property. That compact set gives the consultant enough context to settle the term and device questions during the same contact.
For the online route, use NineStar’s Stop Service Request. Enter the requested date and identify the service to disconnect. The form also asks for a new mailing address. Save a screenshot or copy before submitting it.
Use the service name shown on the bill and give a phone number and email NineStar can use for the promised follow-up. A precise service label helps keep the request inside the correct communications account.
The submission starts the request. NineStar says it will be in touch soon, so follow the form to a response that names the accepted date and the exact services ending. If that response does not arrive, call 317-326-3131 and reference the saved submission.
Calling the same number is the direct route. NineStar’s support page assigns 317-326-3131 to residential billing and account questions. Ask the consultant to schedule the cancellation, then get a short readback covering:
- Accepted cancellation date and services ending
- Service order behind any $300 fee
- Assigned equipment and the instruction for each device
- Final-statement timing and AutoPay handling
NineStar also provides electric, water, and sewer service in parts of its territory. Name the internet, phone, or other communications service that should end. If a NineStar utility account should stay active, say so during the request and include that distinction in the readback.
What it costs
The service order determines the early termination result. NineStar’s Agreement to Subscribe to Communications Services applies a $300 early termination fee when a customer cancels service during an active minimum term. The customer also loses the special bundle pricing attached to that term.
Service without a minimum term becomes month-to-month, as does service after its term expires. Those accounts carry no early termination fee when canceled. A current 250 Mb broadband label describes that plan as contract-free and lists a $300 fee for customers who are in a contract. The account’s own service order supplies the controlling answer.
Review later account changes as well. The agreement permits NineStar to restart a minimum term when a customer changes plans or adds service during an applicable term. If the quoted end date seems later than expected, ask for the plan change or addition that reset it.
The agreement also addresses a materially disadvantageous change made by NineStar during a minimum term. A customer can end service without the fee by giving written notice within 30 days of the change’s effective date. Anyone relying on that clause should identify the change, its effective date, and the written-notice requirement before the window closes.
Final service charges run through and including the cancellation date, with applicable taxes. NineStar says the cancellation month will be prorated. Get the paid-through date, accepted cancellation date, and expected statement date during the cancellation contact so the final calculation can be checked against the same dates.
Equipment return
All NineStar-owned equipment must be returned in the condition received. The requirement applies to customers in a minimum term and to month-to-month customers. A leased router is one confirmed example. The current 250 Mb label lists an optional router lease, and NineStar’s internet page describes managed Wi-Fi routers with current plans.
Separate assigned equipment from devices the customer owns. The published router lease is optional, so a router at the property may belong to the customer. The account inventory decides which devices NineStar expects back; appearance alone cannot settle ownership.
Get the return details from the consultant. The published agreement sets the return obligation without one deadline or handoff process for every customer. Ask for the assigned-equipment inventory, match each listed device to the label at the property, and obtain four details for every item:
- Handling instruction
- Exact deadline date
- Destination or pickup step
- Proof that clears the device from the account
Leave equipment in place until NineStar identifies the correct handling step for that device. Photograph visible model and serial labels plus the device condition before any handoff. Keep the proof created by the instruction NineStar gives you.
The handoff and account clearance answer separate questions. After following the return instruction, ask whether every assigned item has cleared. If one remains, identify it by its label and provide the matching handoff proof.
After you cancel
On the accepted date, confirm with NineStar that the requested communications services ended and that any NineStar utility service meant to remain is still listed correctly. Use the saved request or call readback if the account has a different date or service list.
SmartHub can show communications billing and payment history. Use it to review the closing transactions and final statement. Cancellation requests still go through the stop-service form or 317-326-3131.
Read the final statement against the records collected earlier:
- Match service dates to the accepted cancellation date and proration
- Match any $300 fee to the active minimum term in the service order
- Match equipment entries to the device inventory and handoff proof
- Match the closing payment or credit to the recorded AutoPay answer
For a mismatch, call 317-326-3131 and name the exact line item plus the record that conflicts with it. A billed service date can be checked against the accepted cancellation date. A fee can be checked against the service order. An equipment entry can be checked against the assigned-device list and handoff proof. After the closing payment or credit posts, confirm the AutoPay setting and keep the records until the account balance is settled.
Common problems
| Problem | Solution |
|---|---|
| The form was submitted without an accepted cancellation date | Save the submission, call 317-326-3131, and obtain the accepted date plus the exact service list. |
| NineStar utility and communications services are being confused | Name each communications service ending and explicitly confirm that electric, water, or sewer remains active when applicable. |
| A $300 fee is quoted without a term explanation | Request the service order, minimum-term dates, and any plan change or addition that may have restarted the term. Compare the quote with that record. |
| Equipment instructions are generic or incomplete | Request the assigned-device list, handling method, destination or pickup step, exact deadline, and proof for each device. |
| Returned equipment still appears on the account | Provide the device labels and handoff proof. Request device-level clearance and a corrected balance. |
| The final bill is not prorated through the accepted date | Compare the billed service dates with the accepted cancellation record and the agreement’s proration rule. Request an itemized correction. |
| The AutoPay outcome is unclear | Ask how the final balance or credit will be handled, then verify the setting after the closing transaction posts. |
| Internet ends while phone or another communications service should remain | Obtain a readback that classifies every service as ending or staying. |
Final checklist
- Locate the service order
- List the services ending
- Choose the requested cancellation date
- Submit the form or call 317-326-3131
- Save the request record
- Obtain the accepted date and service list
- Confirm the term and fee basis
- Match the assigned-equipment inventory
- Record each device instruction and deadline
- Save device labels and handoff proof
- Check the prorated final statement
- Confirm the closing balance and AutoPay setting
Keep the records until the accepted date, service order, equipment inventory, and final statement all point to a settled account.