Dear Residents of Nettles Island, Installation of your new Fiber Optic Network will soon begin. Our goal is to provide you with an excellent entertainment experience as a result of your newly installed Fiber Optic Network. As part of this goal, we have already started testing the installation process at Nettles Island. Prior to community installations, which are scheduled to begin on January 6, 2020, Board Members, Cable Committee Members, and Employees residing on Nettles Island were selected for test installations during late December. These test installations provided Blue Stream and your Board an opportunity to review installation processes, test or correct connections, and provide our Technicians with a deeper understanding of the installation plans due to the various and unique home types found in Nettles Island. To better prepare you, here are some key points to keep in mind as you plan for your installation appointment(s). Please review this information prior to your in-home installation appointment. Appointment Times APPOINTMENT TIMES : The average installation for basic TV services as provided under the Blue Stream Bulk Agreement may take up to 3 hours to complete. Two (2) story homes are more complex and create different installation complexity that may add time. As well, multiple Wi-Fi devices, or added retail services will do the same, so, these types of installs will take longer than 4 hours from the time of the technicians arrival . Installation Technicians will call 30 minutes ahead of each appointment to advise of their arrival time. Each home in Nettles is a custom installation, so please plan accordingly. If you must reschedule your appointment for any reason, please call (772) 208-9844 and advise Customer Service that you will need to reschedule your appointment. If you do not have an in-home installation appointment, please call Customer Service and let them know you want to set up a new account and schedule installation. Blue Stream is prepared to complete all installations by April 1, 2020. Installation Information Blue Stream Port St Lucie Service C enter 1982 SW Hayworth Ave, Port St Lucie, FL – Nettle’s Island C ustomer Support (772) 208 -9844 INSTALLATION TECHNICIANS UNIFORM : All Technicians will be wearing a Blue Stream shirt and badge when they arrive at your home. GMAIL ACCOUNT Technicians will set up Gmail accounts for updates to the ONT: In order for us to send updates to your Blue Stream equipment we require you to have a Gmail (email) account, as is typical with many cable providers. No worries! Our Installation Technicians will set up the Gmail account for you, if you do not already have one at the time of installation. This same GMAIL account can also be used for the Blue Stream TV App. Additional information about the TV App can be found in your User Guide. GMAIL NAME AND PASSWORD : The Technician will be providing you with a fridge magnet specially created for Nettles Island residents and booklet that will include your Gmail account name and password. Please keep this handy for future reference, as it may be needed following a power outage. TRAINING: Upon completion of the installation the technician will demonstrate the following: • Pair the remote with the TV. • Pair the remote with any audio system, if possible. • Demonstrate how the remote works with TV and how to resynch set-top box with TV power. • Connect common devices like PCs, laptops, tablets & cell phones (up to 5 devices). • Demonstrate how to record and view recordings. • Demonstrate how to use remote and voice functions. • Demonstrate how to use VOD. • Explain the Blue Stream TV App and how to return to live TV. • We will ensure your Blue Stream telephone service is ported and active, if you selected phone service from Blue Stream. In addition, Blue Stream has created a user guide, training videos, tips and tricks, all of which will be shown at future Town Hall meetings. These materials will also be made available on your condo website and you will have access to the Blue Stream Online Customer Support Resource Center. You are always welcome to call the Customer Service number (772) 208-9844, should you require any help using your remote control or other Blue Stream services. WIFI FOR OTHER DEVICES : While our Technician is at your home, please be sure to let the Technician know if you have devices in your home that you wish to connect to WIFI, such as Printers, Camera Systems, Security Systems, so they may be connected for you. Blue Stream Port St Lucie Service C enter 1982 SW Hayworth Ave, Port St Lucie, FL – Nettle’s Island C ustomer Support (772) 208 -9844 NETFLIX AND AMAZON : While our Technician is at your home, please be sure to let the Technician know if you have a Netflix or Amazon account that you need connected to your Smart TV. These two apps are not available on the Blue Stream Box at this time. ANALOG TV'S : We understand that some residents may still have Analog TVs. Unfortunately, if you have a much older Analog TV, it will only work with a Set Top Box, which converts the signal from Analog to Digital. Please note that the Blue Stream Bulk Agreement provides for only one Set Top Box. If your TV is Digital, it will work with either the Set Top Box (which has 200 channels, DVR, Music Channels and Voice Remote, etc.), or it can be connected to the cable in the wall to receive 80- 85 basic channels (QAM). Please consider which TV you would like to connect to the Set Top Box, or if you will need to purchase an additional Set Top Box at $9.99 per month for an extra Analog TV. Consumer Tip: Replacing your old Analog TV with a newer Digital TV may be less expensive in the long run than renting an additional Set Top Box! PHONE SERVICE: If you selected phone service from Blue Stream your phone number will be seamlessly ported on the back end as long as all of the following customer information (account number billing name, address and pin number if applicable) was accurately provided at sign up. Comcast Information COMCAST EMAIL ADDRESS: To keep your Comcast email address, you must keep it active by logging in periodically. More information can be found on the Comcast website: https://www.xfinity.com/support/articles/using-email-only RETURNING COMCAST EQUIPMENT: Once your in-home installation is completed and all services are confirmed as working, please consider returning all Comcast equipment as soon as possible to Comcast at 2830 NW Federal Hwy, Stuart, Florida (800-934-6489). Any Comcast equipment provided to you under the Nettles Island-Comcast Bulk Agreement, which is not returned by April 1, 2020 will be invoiced to you directly from Comcast. So, please make arrangements to return this equipment to Comcast immediately after your installation, but no later than April 1, 2020. We suggest asking Comcast for a receipt. If you are replacing your internet service from Comcast with the Blue Stream Fiber Optic Internet, you should cancel your internet with Comcast as soon as Blue Stream Fiber Optic Internet is installed and return all Comcast equipment immediately after your in-home installation is completed by Blue Stream to avoid additional billing from Comcast. Blue Stream Port St Lucie Service C enter 1982 SW Hayworth Ave, Port St Lucie, FL – Nettle’s Island C ustomer Support (772) 208 -9844 ANTI-VIRUS SOFTWARE : Blue Stream does not currently offer anti-virus software to our customers. However, there are many options for you to protect your computer. Microsoft offers Essentials, which is free to Windows 10 users. There are many other providers for other operating systems, some of which can be found for minimal or no cost including multiple licenses for all of your devices, such as Norton Anti-Virus, MacAfee, Avast, Malware Bytes, to name a few. Please take time to review your Anti-Virus options and selections if you are currently using Comcast's Anti-Virus Software. Blue Stream Billing BILLING: All Nettles Island-Blue Stream Bulk TV services will not be billed to Nettles Island Condominium Association until one month after the Comcast Agreement expires (April 1, 2020). All additional retail services that you may select from Blue Stream will be billed starting on the day of your completed Blue Stream installation. You can sign up for our electronic billing services for free as well as our auto payment feature. To do this, please register at www.mybluestream.com . You can receive a paper statement every month for a small fee of $2.99/month. Installation Satisfaction INSTALLATION SATISFACTION : While this is a major, complex project the leadership team will be on-site daily to see that all issues will be resolved quickly. Your Board and Blue Stream want to assure that any installation problems are resolved quickly and satisfactorily. We will also have an Installation Supervisor on site, whom your Condominium Office Staff will have direct access to. Our Site Installation Supervisor will be overseeing the Technicians who will be doing the in-home installations. Please contact the Condominium Office Staff or Condo Manager and they will route your issue to the party who can best resolve your installation issue. If after business hours, please call our Customer Service Department at (772) 208-9844. When you call Blue Stream Customer Service you will not be routed overseas. All of our Customer Service Representatives are in local in Florida and each person on the end of the phone is there to provide dedicated support to Nettles Island residents.