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:03/01/2023

  Type:Sales and Advertising 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.

  In fall of 2022 I canceled service and was given the option to keep my hardware to sell, or return for the price I paid. I sold the dish and initiated a ticket with Starlink to transfer the service. This transfer request was approved, and the next-step paperwork was sent to the buyer. A MONTH later we received a notice to wait another month for self-service transfer, as they had decided to just 'stop processing all active transfers.' Upon the release of self-service transfer, I was unable to transfer from my online account. Starlink stated the dish had been returned (which they know is untrue as my dish is clearly active online and can be speed tested, I just can't access the internet on it.) Starlink had also (in the two month processing time) 'removed' my buyer's address from the availability list so she could no longer sign up for service. I am not receiving any help from support tickets, despite repeated requests. My buyer and I are out $550 and Starlink has made a sale I made in good faith a nightmare. I would like my original transfer request honored as it was approved prior to February 2023 when they revoked the buyer's area. If this is not possible, I would like the money back from my dish, as I would have returned it had I known they'd decide not to honor my transfer. I can then return the buyer's money. This is a significant amount of money for both the buyer and I and it has been over 2 weeks since I brought the initial complaint to Starlink. There is no phone number to call, and no sense of any desire to provide even passable customer service on behalf of this company.

  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-******-*****-94.

• Initial Complaint

  Date:02/28/2023

  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.

  Our internet went down in October. They have sent a new router, a new cable, and we still do not have internet. I can't get a hold of anyone. Our cameras are down. Our thermostat is down, We can't work from our home without internet.

  Business Response

  Date: 03/19/2023

  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-686659-29955-20.

  Customer Answer

  Date: 03/19/2023

   
  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:02/28/2023

  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.

  Starlink oversold its service, and as a result is increasing the charge of its monthly service. As one of the first customers in the area, well before service was oversold, I find this to be an extremely unfair business practice. I didnt make them keep accepting new customers in my area, but now because of their bad business choices, I have to pay more for service or return to the dark ages of no internet. Meanwhile in less populated remote areas the cost of service is going down $20 a month. Starlink should be charging new customers in my area the higher price, but leaving existing customer alone.

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

• Initial Complaint

  Date:02/28/2023

  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 signed up for their service in March/April of 2021. We paid $500 upfront and agreed to the $99 monthly fee for service. The price was raised to $110/month shortly after due to inflation. I just received an email this morning stating that the price is going up again to $120/month on April 24, 2023 due to the geographical location we live. It is for that exact reason that we decided to sign up for the service. There are no options for fast internet other than STARLINK, and it seems that we should be grandfathered into our initial monthly bill. A 10% billing increase each year in not acceptable.

  Business Response

  Date: 03/14/2023

  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:02/27/2023

  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.

  My Starlink System has been down this time for almost 2 weeks. I have reached out via their ticketing system to no avail. Only receiving responses when I create a second ticket (to which the system closes stating it's a duplicate) or when I receive surveys from the ticket being closed. I have replied to the surveys noting this must be automated as well. However my service is still down and I will be expected to pay. There are no other ways to reach support/customer service. Which is foolish on their part. I feel this automated system has failed somewhere and I am suffering here not having the service I need and am paying for. I would like either a full replacement of equipment or a full refund for the equipment and service.

  Customer Answer

  Date: 03/01/2023

  After searching the web on my Cell, extremely frustrated over the lack of
  support and no responses. I reached out to a friend who directed me to
  another friend that had a similar issue. We talked in the phone and walked
  through all issues. Things I thought. To check and things not checked. I
  restarted the router after being able to see and stow the dish. This was the
  first time in 2 weeks I had gotten that far.
  
  After that I unplugged all connections and waited for 5 mins. Then
  reconnected everything.
  
  I only thought to do this after seeing a different error on the app this
  morning after receiving the "update" to my ticket.  Then talking things out
  with a friend if a friend opened the door.
  
  My system is back online now. Still no response from Starlink support

• Initial Complaint

  Date:02/27/2023

  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 live in Northeast ********* and I got my Starlink kit last spring. The internet worked great until early January. During a near freezing drizzle the internet went out. I sent Starlink a message and they quickly responded and sent me a refurbished cable and router unit. This new equipment lasted less than two weeks before the cable/router went out again (in a similar drizzle). I sent another email (their customer support is non existent) and did not hear back for nearly two weeks, their response was an auto generated email, no human response. I purchased a new cable on the starlink black market in the interim and was able to get the unit back online. I believe they are using faulty cables and are unresponsive to helping customers fix the issue. I work from home in a rural community and attend online classes for a graduate degree, without internet, I have no way to work/live in my own home. It is incredibly disturbing to me a critical utility provider is so apathetic to customers relying on their service. Furthermore, customers are expected to install and maintain their equipment on their own so providing faulty equipment with two week response times for customer support queries just adds to my frustration.

  Business Response

  Date: 03/07/2023

  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-******-*****-6.

  Customer Answer

  Date: 03/07/2023

   
  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. While Starlink was delayed responding to my initial query, once they got back to me, they offered to replace all equipment free of charge and were very helpful resolving the problem. I am satisfied with how they ended up handling the case in the end. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/26/2023

  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.

  On 2/6/2023 my internet connectivity through Starlink failed. I contacted Starlink via their iPhone app and they attempted to fix the issue by sending out components that didn't fix the problem. The last time I heard anything about this issue was 2/8/2023. I have sent many messages via the app on the open support ticket and Starlink hasn't answered. I opened a new ticket and Starlink closed it saying there was already an open ticket. I subsequently fixed the problem myself by buying a Starlink cable at a premium price from a reseller on Amazon. I asked Starlink to refund this purchase but have heard nothing. When it works, Starlink is an amazing technology and is the only source for broadband internet for many rural residents. When there are issues, Starlink's customer service is abysmal! There is no way of contacting Starlink other than through their app or web interface that requires the internet. How ironic! There is no way of escalating an ongoing issue to management. My desired resolution is for Starlink to refund my $104.47 purchase of the cable from the reseller.

  Business Response

  Date: 02/27/2023

  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-692661-27324-98.

  Customer Answer

  Date: 02/27/2023

   
  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:02/26/2023

  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.

  My Starlink system failed on 2/6/2023. I submitted a support ticket to Starlink via their app. There is no other way to contact Starlink when there is a problem. They responded relatively quick but the responses did not fix the issue. I have not heard from them since 2/8/2023. I have opened new support tickets only to have them closed because there is still an open ticket that they never reply to. I was able to fix the problem myself by ordering a new Starlink cable at a price premium from from a reseller via Amazon. Starlink technology is great when it works. It is currently the only viable ISP choice for many rural residents. However their customer service is abysmal. The only method of contacting Starlink is through their app and that requires being connected to the Internet. How ironic! There is also no way to escalate an ongoing issue with customer service management.My desired resolution is to be refunded the amount of money it took me to fix the problem by buying a cable from a reseller for $104.47.

  Business Response

  Date: 02/27/2023

  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-692661-27324-98.

  Customer Answer

  Date: 02/27/2023

   
  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:02/26/2023

  Type:Delivery 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.

  Ordered 10-3-2022. Was supposed to be $120 per month, but then when it shipped, it went to $135 per month. Now, in areas with limited capacity, (Starlink RV is included in this group), the price is going to $150 per month. This is unfairly penalizing people who operate Starlink in a limited capacity area. Those in limited capacity areas should have a lower bill, not a higher one.I have twice asked for the POP to be moved to a location closer to my home so that latency might be improved. Starlink **************** is very slow to respond. My latest request was on 2-21-23. I have yet to receive a response.

  Business Response

  Date: 02/27/2023

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

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19501047
  
  I am rejecting this response because: No one from Starlink has contacted me as of yet. I need a response from them.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/06/2023

  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-546071-87304-95.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19501047
  
  I am rejecting this response because: No one from Starlink has contacted me. I was only billed $135 last month, but I don't know if this will stay the same. It would be nice if Starlink would contact me personally and let me know that they are not going to raise my monthly fee to $150.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/25/2023

  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 ordered a Starlink on January 20th, 2023 for my RV. The total of $699.30 was paid by ***** ($599.00 for the hardware, $50.00 for shipping and $50.30 for tax). The product is sold with a 30-day money back trial period if canceled within the 30 days. (See attached invoice)I sent a request by email Jan 21st to cancel the order prior to shipment but it was already packaged and shipped out. I knew about the 30-day return policy so I didn't fret about it. I received a reply to my Jan 21st email on February 6th from Starlink specifying how to cancel my order and what steps I should take (see attached email). I cancelled my order on February 8th, 2023 via the Starlink website and checked the box indicating that I want to return the hardware. This was well within the 30-day return period. I received an email back from the company on February 8th stating: Your Starlink service cancelation has been processed for account number ********************, and that if I elected to return the hardware, an *** will be sent to me by email so that I can return the Starlink hardware but it has not arrived. I have been sending emails to the company asking for the *** labels with no luck. The customer service at this company is sub-par as they lack a phone number and live support. I have to resort to continually emailing the company hoping that I get a reply. I have never even opened the box containing the Starlink hardware and would like your help getting the company to send me an *** and return my money.

  Business Response

  Date: 02/28/2023

  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-******-*****-18.

  Customer Answer

  Date: 03/01/2023

   
  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. It is a pity that SpaceX Starlink has chosen to pursue web-based customer service without direct contact by telephone as a possibility.  I suspect this is a profit-based decision and is a detriment to customers.
  
  Sincerely,
  
  **** *************