We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Instruments.

Complaints

Customer Complaints Summary

  • 492 total complaints in the last 3 years.
  • 74 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had Starlink internet for about 8-9 months and it has been working great. 10 days ago it just suddenly stopped working. We have tried unplugging and replugging in the router, dish and power supply as directed through support and it has not solved the issues. I wrote to the support team multiple times and the only response received has been to say that they are closing tickets because I have multiple open. Never once a resonse to the actual problem or the fact that I am completely without internet. I am paying for the service but have been 10 days without it at this point. There is no customer support number. I have even emailed the starlink email address for consumer complaints and still no response whatsoever. 5 days ago I finally placed an order for a new cable even though I should not have to pay $68 for a cable that *** or *** not be the problem after only having the service for 8 months. However, that says that shipping is delayed and its not due to ship for another **** days. At that point I will have been without service for a month with absolutely no response whatsoever from Starlink. This same exact thing happened last month to my father who lives next door and he was without service for a month. His resolution too was to shell out $68 for a new cable! I live in a rural, hill town without any other real options for internet connection. We are now cut off from our jobs and our online classess. A response from Starlink and a fix would be nice since we are still paying $110 for a service that no longer works.

    Business Response

    Date: 02/25/2023

    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-xxx418-74544-7.

  • Initial Complaint

    Date:02/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 originally paid our deposit to this company for our internet in May 2021. After 18 months of waiting for our internet we were offered a "best effort" service. It felt like a bit of a slap in the face when all of our neighbours ordered their services up to 8 months after we did and got Starlink before us. They were offered the full service but we weren't even though it was supposed to be "first-come, first served". Now for the biggest reason I'm contacting you. On January 20th 2023 I had opened a ticket with Starlink support about my internet going down. Theres nothing visibly wrong with our equipment so I wasn't able to diagnose an issue externally. So instead of taking things apart I researched other testimonials of equipment failure similar to my situation. According to my research on this- it is a frequent issue.It's now been 2 weeks since I lost access to their services and they have yet to respond to my ticket. This has costed me revenue and continues to do so. I just want it fixed.

    Business Response

    Date: 02/25/2023

    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-639808-67637-13.

  • Initial Complaint

    Date:02/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 preordered Starlink Jan 2021, dish was delivered Jan 2022, we installed in our home Feb 2022 and never had an issue until Feb 2,2023 at 6:30pm MST out service quit working. I didnt understand why until I went directly on the Starlink Webpage (not the app) there was a small red banner at the top of my account page stating Service is scheduled to end Feb 2,2023. Why, I have no idea and no explanation. Heres where the frustrating part begins. I went on the support page and opened a support ticket to hopefully resolve my issue with no internet. I receive a reply within a couple hours which was great with a generic copied and pasted instruction about how to take the account off pause. The problem is the account is active under manage tab on the webpage View so there is nothing g to unpause???? So that didnt work. Fast forward, I wrote about 6 other support tickets and Starlink replied to 2 of them either the same instructions over and over which dont apply. On the app view of my account it says No active account. *** asked to reactivate our account and there has been no answer. I got a couple generic replies that there are other open tickets and they are closing that support ticket. I have googled, YouTubes, called suppliers of Starlink in *******, we live an hour outside of ******* in the country, we r very much rural base. My problem is, I cant work, I was scheduled to meet work deadlines this weekend and could t do that, I did manage to hook up to my cellular data and get work done but the signal is too weak and the work I worked on is dropped and lost and I have to start over again. I tried to reboot the system, I reset, tried to place an order which on Starlinks Troubleshooting page it says u have an option to click that u have your equipment already, thats a lie and doesnt exist. I would like an asset and explanation why after one year of flawless service we got dropped and cannot find an easy solution and how do I get my service back up and running?

    Business Response

    Date: 02/25/2023

    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-673882-17598-14.

    Customer Answer

    Date: 02/25/2023

     
    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.

    However, it took 5 days to respond from Starlink which I think is unacceptable. The only way I could get a response is through a friends account which was active. I would like Starlink to prorate my February payment as it was a huge inconvenience and waste of my personal time to try and resolve this. I hope in the future that starlink will have an easier solution on their app or website. Since there is little to virtually no customer service it would be smart for the website engineers to have easier better solutions for customers. I hope this doesnt happen again. 
    Sincerely,

    ******************

  • Initial Complaint

    Date:02/05/2023

    Type:Delivery Issues
    Status:
    Answered
    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 an ethernet router from starlink on December 19, 2023 and was billed for it but have not received it. I contacted Federal express and they told me to contact starlink. I've gone through their support ticket system five times requesting help. I have only received an automated response unrelated to my problem.

    Business Response

    Date: 02/19/2023

    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-624529-24882-2.

  • Initial Complaint

    Date:02/04/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    **************** was disconnected by company 2-3-23. Cannot sign into account. Password reset does not work. This is a billing issue due to a canceled card that was compromised. I thought I had all auto payments covered with new card but if I missed one, I would get an email. Not one e-mail from Starlink. I searched deleted, spam and archived. Nothing. Read online blogs who said to sign up for new service then add a trouble ticket. Somehow I got a ticket in. See the uploaded pics. I just want to pay the outstanding balance, update the billing information and resume service. This is nuts that customer service isnt available. I dont want my credit damaged.

    Business Response

    Date: 02/25/2023

    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-673492-99737-16.

    Customer Answer

    Date: 02/26/2023

     
    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:02/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 stopped working on 1/24. Starlink has yet to respond to my support ticket to fix the issue. I am filing this complaint because I am hoping it may help get them to respond.

    Business Response

    Date: 02/19/2023

    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-650002-70397-89.

  • Initial Complaint

    Date:02/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 was having issues with my Starlink kit back in December and once they finally got back to me (after 5 days) they sent us out another kit (a refurbished one) to figure out what the issue is. We went through everything and realized it was just the cable that was bad. We decided to send back the other kit they sent us seeing as it was a refurbished kit, we decided to keep our original kit which was a brand new one and just order a new cable, which we purchased and paid for. So the problem now is once I sent them back the other kit they activated that kit and deactivated the actual dish we are using. I have been sending them support tickets (I have 5 open now) to explain they need to activate the proper kit, the original one we got back in May last year. Not the refurbished piece of junk they tried to replace it with. It has been 11 days and I have not heard a word from anyone at all and no internet and yet I have paid for it.

    Business Response

    Date: 02/19/2023

    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-634812-91302-89.

    Customer Answer

    Date: 02/19/2023

     
    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:01/31/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 internet failed and now states disconnected. After much research this is a very common issue with the system and requires the replacement or the cable felon the router to the rectangular dish. I've contacted Starlink via the app for support and to have a replacement cable. It will be a week ago tomorrow. Despite multiple attempts I have not received any response and container to be invoiced for service that I am not receiving. I would like the replacement cable sent to me asap.

  • Initial Complaint

    Date:01/31/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased Starlink hardware for $600 from the manufacturer in early January 2023. In spite of the information on their website, the device was not compatible with our vehicle. I notified Starlink, cancelling their service. They acknowledged cancellation with an email, stating that they would email return labels to return the hardware for a refund. It has been two weeks and I have not received the labels nor any other communication from Starlink further, there is no address, telephone number or email address to contact Starlink. My Starlink account number is ********************. I want to return the equipment.

    Business Response

    Date: 02/19/2023

    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-702949-77233-3.

  • Initial Complaint

    Date:01/31/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 trying to contact customer support to cancel my service and return equipment for starlink as the equipment first arrived in December but was dead on arrival. We finally received the last replacement cable as the router came first. We tried and we cannot get uninterrupted service and therfore tried to cancel. The steps they have shared to cancel does notbwork because they reinstated the service as I initially canceled in December. It's a system error that does not allow us to simply click and cancel. The page they have directed us to is empty as there is no service address to select to cancel. We have shared they above and beyond and no one is helping. We have asked and I'm stuck and trying all avenues for help!

    Business Response

    Date: 02/19/2023

    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-669293-37712-5.

SpaceX is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.