Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered the installation kit for residential internet services from Starlink for a total of $684.94 and received it in January 2023. [order # ORD-********-*****-89] They have a video to watch from the internet and ask you to download a mobile app to help you install the equipment and start the internet connection. They also automatically process monthly payments of $110 for the service. The first monthly payment began on 1-11-2023. We watched their video and used the app to find a good location to install the equipment and were able to secure the internet connection that evening. The next morning it was no longer working. We watched additional videos and troubleshooting and also tried to send a message through their app, since they do not have a customer service phone line available and only accept communication through their mobile app. There was a delay in receiving a response and when we received a message through the app, it did not seem like anyone actually read our message and instead sent an automated message with instructions on how to cancel service. We messaged again explaining AGAIN that it worked overnight and then stopped and we just wanted help in getting it to work again. We received another automated message to watch a video to help with our installation--the same video we watched prior to installing when it worked that first evening. It did not address our issue. Messaging again just gives ** more automated (delayed) replies that do not address our problem or questions. Meanwhile, they continue to take monthly payments of $110 (now 4 months) for internet we are NOT receiving while they ignore our communication and questions. We just want the service we have paid for. We know it's possible, as a friend nearby uses it and loves it. My husband is convinced the equipment we received is faulty if it worked initially and then stopped. We have paid $1124.94 for less than a day of service and no help in identifying or resolving the issue.

  Business Response

  Date: 05/08/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
  TIK-881823-14464-99.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 26th of March I purchased my STARLINK KIT. Total cost of $2,550. I received it on the 29th of March and set it up that day. From the beginning I have had nothing but issues with my internet connection. I am getting Unexpected Location alert. I have completed the troubleshooting process from STARLINK and online forums. I also noticed that my KIT serial number that is connected to my account does not reflect the number that I have. I have submitted multiple tickets to try and get my issue resolved with no help in return. All that I have received is automated responses that have nothing to do with my issue. The first ticket submitted was on the 30th of March. I still have not received any help from the company. I have also been billed for internet service, when I haven't been able to get past the setup stage.

  Business Response

  Date: 05/10/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-8.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starlink offers a 30 day trial with guarantee that you can return the equipment for a full refund if not satisfied. I paid $2650 for a satellite dish and $135 for one month of service. I physically received the device on November 8, 2022. My service contract began on November 17, 2022. I could not find satellite coverage in the areas that I needed to use the device, so I cancelled the service on December 5, 2022. I did all of this through the app. When cancelling the service, there is a checkbox that asks if you would like to return the device. I clicked the box, and waited for a return label. Starlink customer service is difficult to contact. There is no email address, phone number or chat. To reach anyone, you have to click through the FAQs. You are only given the option to open a support ticket when asked if the FAQs solved your problem. There is no indication that there is any way to contact customer support. I eventually was able to reach out and they sent me a return label and RMA for a full refund. I sent the device back after January 2, 2023 and never heard back from them. I reached out again in the beginning of April 2023. Customer support says they will only give me $500 and if I will not accept this, then they consider the issue closed. Supporting documents with information are attached. I have also disputed the original transaction with my credit card company X1, ****

  Business Response

  Date: 05/09/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-804796-85990-15

  Customer Answer

  Date: 05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Starlink ************ on March 27th. I received the dish a few days later and attempted setup on April 4th at which point I ran into what I believe is a hardware issue with the provided dish and opened a ticket (TIK-802587-45278-6). 7 days later on April 11th they said they received my ticket. Upon no follow up I decided to return the dish and cancel the service and added this in a comment on the ticket on April 15th. On April 17th they responded saying that I was outside of the 30 day return period which as far as I can tell I am not. At this point I would like to return the hardware and get a refund for it and the monthly services charges I incurred for a service I was unable to use during this support period.

  Business Response

  Date: 04/23/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
  TIK-802587-45278-6.

  Customer Answer

  Date: 05/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Outage occured on : 4-12-23 -$110 per month ***************** -Need Suport to help restore my internet connection by updating my active StarLink Kit - Only one response from the business on 4-12-23, appeared to be an automated response. No response otherwise.-Account#: *******************

  Business Response

  Date: 04/23/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
  TIK-821110-84727-91.

• Initial Complaint

  Date:04/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Starlink customer for almost 2 years. It has worked well most of the time. Since Monday we have had no internet access. I have tried all the self help guides provided by Starlink. I sent a message via the app which is the only way provided to contact Starlink. I have followed up 2x per day every day and have no response. We live where we have no cell service or phone and rely on internet for everything. We are super stressed out and cannot find anyway to have someone return our messages. No email address provided, no phone number and no timeline or response in the app. It has been over 4 days. This is not acceptable in 2023.

  Business Response

  Date: 04/23/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
  TIK-817354-47294-4.

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally set up Starlink weeks ago to make sure it would work. It did its 6 hour boot up and then I had internet. I unplugged it and brought it back in until I could really install it (I had just ran cords through the window). I ordered a pipe adapter from Starlink and when it arrived we installed it in a new better location. Now it wont work. It just says no internet. I have reset it 4 times with the instruction to unplug and plug the router 6 times and nothing changes. I feel like it needs to do the 6 hour boot again so it can check for signal but I dont know how to make that happen and I cant get customer service to respond. I put in a ticket on 4/8/23. I realize its been 4 days but with a company this size and people going without internet you would think you could make a phone call and get it resolved especially if they arent going to respond via their messaging system.

  Business Response

  Date: 05/02/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-84.

• Initial Complaint

  Date:04/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 29th, 2023, I opened a ticket due to poor performance of my Starlink equipment. I received a quick response that I needed replacement parts, and they will send them out. I promptly responded that I am mobile in an RV, thus paying extra for the roaming plan that Starlink offers. I informed Statlink that the shipping address on file was no longer valid. I would assume that they would ask for a new current address to ship to. I heard nothing until April 4th I received notification that they shipped to the old address. Obviously ignoring my previous email. The problem is the address on file is a mail forwarding service which I am now 400 miles away from and worse yet the owners retired and closed the business end of March. On March 4th I emailed Starlink asking them why they shipped to the address I told them was invalid. Asked them to have someone contact me to find an estimated ship time so I can give an address, etc.I received a response from ******* and I quote Hello *****, We can not guarantee that we can have a package sent to where you need to be on time as it is difficult to ship for those that are traveling constantly. We do apologizeTo which ******* closed the ticket out. Amazed that I am paying extra for the roaming service, but according to ******* they cannot read an email to get a correct address. Even more amazing is the problem is not resolved, but ******* decided to close the ticket out. Since then, the issue with the motors in the dish itself is getting worse. For a while the unit has been reporting errors, and now the unit will not even move. This unit has not performed at all to the agreed expectations. If support were timely and relevant, I could live with it. At this point I am about to reverse the entire transaction with my credit card company for failure of contract. You cannot update the Ship to address on the mediocre Starlink website. Sure, there is an edit pencil next to it, but it does not work.

  Business Response

  Date: 03/29/2024

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-785176-40096-3
  
  

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 19913576
  
  I am rejecting this response because:
  Almost 9 days short of one year for a response.  Despite what the response from Starlink, mentions, I have had zero response or communication from ******* since filing this complaint.  I find it hard to believe Starlink says it is resolved, when they have not even communicated. 

  Nothing short of a lie on Starlinks part. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Internet modem not working, no power, contacted starlink, open ticket. No response from the company. Double the price of any other internet provider and no customer service

  Business Response

  Date: 04/26/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
  TIK-810076-18746-98.

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ************************* and I placed a deposit for the Space X, Starlink internet service in February of 2021. Since that time , the projected date that we would receive our service changed numerous times. We finally gave up on waiting (Dec, 2023 was the latest projected date ), and requested a refund of our $99 deposit. The Starlink automated customer service portal cancelled our deposit and stated that a refund had been issued. Our refund was due to show up within 10 days. The cancellation took place on 03/ 24/ 2023. It has been well beyond the 10 days, and still no refund. There is no customer service phone number, or email for Starlink. I cannot get any response from them. I need my deposit back now! I wish I had never gotten involved with a company like them. I desperately need your help . The account was under my wife's name: *************************. ACC-******-*****-70. The card used to make the deposit was updated about a year ago, but according ng to the information from Starlink, this would not effect our ability to receive the refund. Thank you for your help

  Business Response

  Date: 04/23/2023

  Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.
  
  

  Customer Answer

  Date: 04/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************