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:03/11/2023

  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.

  Starlink offered services in my area in the upcoming year. We placed a deposit for services, only to have that year extended and then costs of services raised. We asked for a refund and starlink had incorrectly entered banking information on my account because I didnt recognize the last four digits on my account. I contacted them in October for a refund and about the banking error. They have been giving me the run around since. I have been told the same thing repeatedly theyre checking with another department and will update me when they hear back from them, only to have weeks or months go by with no contact. Then they state my bank is rejecting the refund. My bank verified I can receive ACH deposits. I have asked for an alternate way to receive the refund and they are now just ignoring my messages.

  Business Response

  Date: 03/19/2023

  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: 03/22/2023

   
  Complaint: 19583324
  
  I am rejecting this response because: this company has proven over the last 6 months they will not respond in a timely manner, they ignore messages and have yet to come up with a solution to give me my refund.   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/11/2023

  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.

  We have not had internet since last Saturday, 3/4/23. I created a support ticket starting 3/4/23 and have checked for a response to resolve the issue, writing a follow up message every day since. It is now 3/10/23 and no work, no homework, no streaming shows, NOTHING, can resume. My family and I have resorted to using our phones and data from our cell service because there is no other reliable internet service in the area.When can we expect an answer or a replacement of our equipment?! It is under warranty since we've only had it since November 2022.Starlink is a superior product when it works but the frustration in getting help within a reasonable amount of time is insulting to customers who pay a lot of money for it.

  Business Response

  Date: 03/14/2023

  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-******-*****-99.

• Initial Complaint

  Date:03/09/2023

  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.

  On Tuesday, February 28th our Starlink internet went out after several months of no issues. This was during a rain / windstorm in the central valley. The Starlink app stated that it was offline and disconnected.We proceeded to reboot the router, reset the router, and reseat the cables, all to no avail. We finally opened up a case via the Starlink website on Friday, March 3rd due to the app throwing off an error in submitting on the app. After receiving no response by the evening of March 3rd, I ordered another cable from Amazon for over $100 in event this was the issue. On Sunday, March 5th, I had yet to receive a response from Starline and opened another ticket on the app. Incredibly, I received a response on the new ticket within hours closing the app ticket, as I already had another ticket open. On Monday, March 6th the new cable arrived. I tested this new cable on the same router and dish, resetting and rebooting, all to no avail. I alerted support on the same ticket of the status. On Wednesday, March 8th, I borrowed a cable, router, and dish from a friend. Once I connected his dish to the same cable and router, they linked and it was connected but unfortunately the dish was not registered to me. I thought maybe I found a simple solution for both Starlink and me, but it turns out that you cant transfer a dish without opening a new account and to open a new account, you have to be in an area with availability. For new Starlink accounts in our area, there is a waiting list so this was not a viable option. I asked Starlink if they could make an exception via the app support ticket but have not received a response. Today, March 9th, I compared the two dishes and the internal connector on my old dish is loose in comparison to the other dish ultimately not allowing the cable to fully seat.My account number is: *******************

  Business Response

  Date: 03/14/2023

  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-******-*****-17.

• Initial Complaint

  Date:03/08/2023

  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 purchased Starlink in December 2022 after moving to a more remote location. We both work from home and need reliable internet in order to perform our jobs. That's why we decided to go with Starlink. The equipment is expensive and the monthly charge is a lot higher than most but we were willing to pay for excellent service as to not disrupt our work. It was great for a couple months. Then the week of 2/20/23 is started to intermittently stop working. We'd reset the router, wait and reconnect several times before it would work again. It finally just stopped working on 2/27/23. Kept saying disconnected, no internet connection or "gathering obstruction data" which would take 6 hrs at a time. We reached out every day to support with no replies and no one to assist us. After 3 days of no internet and our jobs at risk, we had to run out and purchase another internet provider. I then canceled our Starlink service. Fast forward to today & we finally get a response that they're sending us a new router and credited our account for one month of service. When I reached out and told them that we canceled our account and wish to have the refund posted to our credit card, they refused to do so and will not budge on it. Here's the conversation: 2/28/23 I need someone to help me. I work from home and cannot afford to have our starlink run obstruction data collections that leaves us with no internet for 6 hours!! This is the 2nd day in a row. We pay too much for your service for these frequent disruptions ***************** 3/1/23 3rd day in a row. What is happening??? I need a response and support on this!!8726B937-D12B-4F91-94FF-6B6529081E05.png ***************** 3/1/23 I work from home and this is costing me my livelihood RABELI 3/8/23 Replacement 75 ft Replacement Cable Order placed ***-13869783-35185-10 RABELI 3/8/23 Replacement Starlink WiFi Router Order placed ***-13869789-33694-19 RABELI 3/8/23 Created RMA-******-*****-87 on order ***-9168973-54591-62 ****** 3/8/23 Hello *** , Thanks for reaching out to us! First and foremost, we would like to apologize for the delay in our team's response times while we diligently work to resolve open support inquiries from our users worldwide. After taking a look at your device's alerts we have decided to replace your router and cable. These alerts were indicating that the dish is having trouble connecting with the router and cable . As a preventative measure we have decide to replace both. We have issued a return label to the email on file so that you can return the Router , you are free to dispose of the cable. We will be applying a monthly service credit to your account. We will also be prioritizing the order for your replacement items as well . You can check the estimated ship dates of your orders through your account on Starlink.com account orders screen. As soon as your order ships you will be emailed a tracking number. We will be closing the ticket now but if you have any other issues, questions or concerns please don't hesitate to reach back out to us. Thank you for your time and patience.RABELI 3/8/23 Description: Replacement required - WiFi router Details: Credit of (USD) ******* issued for ACC-*******-*****-9 with reference id ******************* ***************** 3/8/23 Ive already canceled service so I do not need a replacement router ***************** 3/8/23 Please process the credit to be applied to my card on file RABELI 3/8/23 Hello *** , We have cancelled order replacements . The credit was applied to the account for a future billing cycle and we are unable to refund the credit back to the card . We apologize for any inconvenience. We will be closing this support ticket . Thank you .***************** 3/8/23 How am I supposed to receive the credit if I already closed the account? It took you all a week and half to reply to me and then I cant even receive the refund for the poor service weve received?? How do I escalate this issue further to management?RABELI 3/8/23 We are sorry about the response time and inconvenience but we are unable to provide a refund for the service. We would like to refer you to our Agreed upon terms and conditions upon purchase of the dish **************************************************************************************. "CHANGES, CANCELLATION, RETURNS, TRANSFERS AND TERMINATION." Thank you .***************** 3/8/23 Ive read your terms and this cancellation was because of your equipment not working, leaving us in the dark for days without any support from anyone at Starlink. And now I cant get a refund for not having the service that we paid for?? This is by far the worst customer service we have ever received.RABELI 3/8/23 We appreciate the feedback and will pass this on to our team here at Starlink . Thank you.

  Business Response

  Date: 03/27/2023

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

• Initial Complaint

  Date:03/05/2023

  Type:Customer Service 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.

  The company is doing a bait-and-switch tactic. You go to their website to sign up for residential service there is a waiting list and that is fine. But they offer to sign you up under their RV service which is more expensive monthly. So you can get the hardware and service started. Unfortunately, the service is pretty much unusable. So if you ask to be out and put back on the waiting list you're told that you would have to spend even more for another deposit even one tech will tell you that the hardware you already bought is the same but another will tell you that it's programmed differently. All the techs give you is a cut-and-paste answer and you can't ask to speak to a supervisor to resolve the issue.

  Business Response

  Date: 03/13/2023

  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-******-*****-5.

  Customer Answer

  Date: 03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am working with one of these supervisor on my issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/03/2023

  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.

  Dec 5, 22, submitted Support Ticket - satellite dish stopped working. Dec 6, 22 after troubleshooting. it was determined that Starlink would send us a replacement per **** on 12/6/22. I was instructed to package original satellite & return. Unable to work without internet, I signed up for another internet service. Informed by ***************** ****** on 12/12/22 that I was unable to get a refund because it was past 30 days, but I could sell the replacement kit that would be arriving & request a transfer of service to the new owner. 1/2/23: Sold satellite to new owner & requested a Transfer of Service. 1/13/23- Receive a response that Starlink has temporarily stopped transfer & to wait for automated system. 2/24/2023- Submit a Help Ticket because new automated transfer system isn't working. 3/2/23- receive response from *******- with instructions how to transfer. I follow instructions & get prompt on website "THIS STARLINK HAS BEEN RETURNED AND CANNOT BE TRANSFERRED'. 3/2/23 ******* responds with instructions to ACTIVATE my acct & try again. THIS DOESN'T WORK. 3/2/23 ***** responds with instructions to CNX ***************** THIS DOESN'T WORK. 3/2/23 ***** instructs me to send KIT # of satellite equipment. 3/2/23 ******* responds with request to send serial #. I provide all of the above with photo. I follow instructions their instructions and get same prompt as before. "Starlink has been returned & cannot be transferred." 3/2/23 ******* responds stating "replacement dish you received is not the one assigned to your account. We will have to replace it one more time before you can proceed with transfer."" Later, ***** responds telling me to repeat all steps again. THIS DOESN'T WORK. ***** follow up new instructions telling me to go online &"order now" starlink & enter my contact & billing info. I expressed confusion over complicated new instructions. Ask about new satellite being sent. No one will respond anymore.

  Business Response

  Date: 03/11/2023

  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-715037-93002-87.

  Customer Answer

  Date: 03/11/2023

   
  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:03/01/2023

  Type:Service or Repair 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 cannot get a response from customer support. I submitted a ticket on 2/20/2023 with the following issue:Our dish went offline unexpectedly, and the app showed the router disconnected from the dish.I replaced the network cable and was able to restore service briefly before losing connection to the dish again.I checked all of the connections, and when I plugged the cable into the dish, I saw a small arc/flash of light and smoke at the connection.The second cable now appears to have a short.I also cant tell if the dish is damaged.The wifi network is still visible, however, the router doesnt have communication with the dish.Since I submitted the above ticket, I only got automated responses that somebody will get back to me. I need to know if my dish is under warranty and if so, where do I send it? Will I get a replacement dish and will there be a credit for the time that I did not have service?On 2/22/23, 2/24/23, 2/27/23, 2/28/23, and finally, on 3/1/23 I messaged them on the same ticket that I have not had any responses. I also submitted a new ticket on 2/24/23 for the issue of not getting a response from support which I also updated messages several times. Finally, I submitted a ticket on 2/28/23 complaining that I continued to get billed when I have no service, they closed that ticket with no resolution. Starlink has no live chat, email, phone number, etc to get support. Apparently, the only way to get support is to log a ticket. I work remotely and cannot stay at home due to the lack of internet and cannot get anybody to respond on if I'm covered, or if I need to buy a new Starlink. Please help

  Business Response

  Date: 03/09/2023

  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-******-*****-93.

  Customer Answer

  Date: 03/14/2023

   
  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:03/01/2023

  Type:Customer Service 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.

  In September of 2022 we ordered and received hardware for Starlink satellite. We initially paid $600 for the hardware and pay $110/month for the service. On Feb 21st, the the service went down and our satellite app states the satellite is offline. we contacted **************** at ********************** on 02/21/2023 through he app as this is the only contact method available. As of today 03/01/2023 customer support has not responded to our request for support even after multiple requests. We are still paying for service although we are not receiving any internet service.

  Business Response

  Date: 03/10/2023

  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-707841-15679-5.

  Customer Answer

  Date: 03/13/2023

   
  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:03/01/2023

  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 the ** Version of the Starlink System on 1-7-23 and received an email that my order was confirmed. My account number is ****************. My shipping address for this transaction is *********************************************************************. I also received an email that my payment for $692.81 was processed on that date. On 1-9-23, I received an email that my order (#***-11476937-19612-0) shipped and was assigned a ***** tracking number of ************. The email stated that billing for services would begin 14 after shipping. During this 14 day period and up until today when checking the status of my order form Starlink, it states shipped. When checking the ***** tracking status, it states "Label Created", other information shows package not yet received by *****. On 1-16-23 i received an email from Starlink that my credit card would be charged $135 for monthly service beginning 1-24-23, still no sattelite dish. On 1-23-23, I sent a Starlink Support request asking for a status and got no response other than look at the web site that answers nothing. On 1-24-23 my credit card was charged $135 for service that i was not receiving due to no equipment receipt. On 2-21-23 I received an email with notice of an increase to $150 per month for services I still am not receiving. On 2-24-23 I received an email stating I would automatically be billed $135 on 3-3-23 for services I still am not getting.As of today I still have no additional on when my system will ship, Starlink account information says the same that the unit has shipped, and ***** still shows a label was created but not received from vendor.

  Business Response

  Date: 03/08/2023

  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-******-*****-1.

  Customer Answer

  Date: 03/10/2023

   
  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:03/01/2023

  Type:Delivery 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 placed an order for the Starlink basic RV setup on 2/12/2023. I immediately received a confirmation email and notification that my equipment would typically ship 2-4 weeks. However, I received a shipping notification on 2/14 stating my equipment has shipped. Ive checked the link regularly since and the tracking detail on Fed Ex still shows a status of Label Created - a deliver date will be provided when we receive your package from the shipper. Apparently Starlink treats this as shipped and has initiated billing for services that I cannot use because they have not actually shipped the equipment yet. I have submitted 2 support tickets, as there is no way to call customer support, one on 2/21 with multiple follow **** and another today. I have still not received any response on my initial ticket. The billing period I am being charged for is 3/1 - 3/31, and will automatically be charged to my AmEx. This is unacceptable to be billed for service I cannot use through no fault of my own.

  Business Response

  Date: 03/05/2023

  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: 03/05/2023

   
  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,
  
  ***********************************