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:01/25/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  ACC-*******-*****-6 I paid a $99 deposit for Starlink satellite. I waited several months. You can't call or chat with anyone and there's no communication. I decided to get my deposit back and cancel the order. On November the 28 I got an email that said I should receive my refund within 10 days. Upon checking my account I haven't received my refund so I tried to contact them. Again you can only go through support app. It says I can cancel or take a slower service. I tried canceling and the app/support is not working. Dead end.

• Initial Complaint

  Date:01/25/2023

  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 pushed an update out for its satellite firmware on the 14th of Jan 2023, which I assume is the reason why my dish has been bricked, or rendered in operable. I say this is the reason because I checked all connections, hardware and components and found none. I rebooted the system several times with the same result, the dish will not connect and will not reboot or connect to the internet. I have tried to contact there customer support, however it has been 10 days with out anything besides the initial automated response. I have contacted the **** and made a formal complaint and SpaceX's complaint department. do not buy Starlink, it is a scam. They have non existent customer support, and if your hardware breaks no one is coming to help you. $800 dollars for the first hardware costs, then another $75 for the wired adapter, countless hours spent trying to diagnose the issue my self. I have since found a local company that is better and more reliable.

  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-xxx288-48905-11.

• Initial Complaint

  Date:01/24/2023

  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.

  I put a deposit down of $***** to be put on the waiting list to get Starlink internet in April of 2021. I then asked for a refund November 10th of 2022. I was told by A Starlink email that my refund had processed on the 10th. Also when you ask for a refund from Starlink they close your account and there is absolutely no other way to contact them with out an open account. My sister has Starlink for her internet service so she has contacted them for me. Without her I would of had no way to contact them. After several attempts of her contacting Starlink they have contacted me per email 3 times every time reassuring me the money would be refunded to my account. Then they would close my issue stating it was resolved. Again I would have no way to contact them and I would have to ask my sister to contact them again. In a email I responded to I asked them to send me a check and to leave my ticket open until I get my money and I would mark it as resolved. Iam not sure why they are having a problem refunding my money. I have my current debt card on file with them. So now it is over 3 months later and I still do not have my ***** dollar deposit. I don't believe they ever had any intention to giving me my money.

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

  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:01/24/2023

  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.

  - Ordered STARLINK RV $684.70 Jan 7 2023 - Package arrived DAMAGED Jan 11th.- Contacted Customer Support (CS) and opened Support Ticket to notify them of damages. - No reply from CS so sent follow up Jan 14 - Jan 14th received email that my monthly service was going to bill out. - Contacted CS regarding this monthly service invoice as I can't use their service w/ damaged goods. - Jan 17 CS responds to only my invoice Support Ticket and tells me they're closing this ticket because I have another open ticket. - Jan ************************************************************************************ for the monthly service because I can't use the product. - Jan 24 they bill me for monthly service and I still haven't heard from CS.

  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-******-*****-83.

• Initial Complaint

  Date:01/23/2023

  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.

  My wife's phone was stolen and had to close all her credit card accounts and email address. I've been unable to log in to the modem using the username/password that works on the StarLink website and currently paying for a system I can't access. When I attempt to log in to the StarLink website, I get the "Invalid Credential" error message. I click the "Locked Out?" link, get the reset email from StarLink, and reset the password. I can then login to the website, but the username/password does not work. I've sent email to SpaceX at the ************************************************************ email address, with no response. So for me at least, I'm paying for a subscription to something that doesn't work and no means of submitting a trouble ticket nor cancel my service.

  Business Response

  Date: 02/19/2023

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

• Initial Complaint

  Date:01/23/2023

  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 am a customer of ********************** internet service. On January 19, 2023 my service went down. I contacted Starlink support and did not receive an answer. I have submitted a support request every day since then with no productive response from them and my service is still down. They respond with "thank you for your patience" with no further information. My equipment is not the issue as it has all been replaced recently (they provided free of charge when I was experiencing intermittent blackouts), As of today I have still not received an explanation from them and my service is still down. They do not provide a phone number to contact them, as their support system is via electronic support requests only. It's not possible to talk to a person to resolve this issue, which does not make any sense. I am at the mercy of waiting for them to answer. This customer service system is terrible and frustrating. I am not receiving a service I am paying for, the company has provided no explanation of why my service is down, and they continue to ignore my requests for an explanation and a resolution to the problem. As we live in the 21st century internet is essential to function. We life in a rural area and this is the first affordable internet we've been able to get. We don't have many other options. As soon as another option is available I plan to take it.

  Business Response

  Date: 02/18/2023

  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-******-*****-2.

  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:01/23/2023

  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.

  We have Starlink internet. Our service has been down with no internet since ******* 3rd. We've submitted a support ticket and got one generic response to check the connections of cords. Completed all of this and still haven't heard anything. Our bill was paid ($110) on ******* 1st. We have tried to request a refund for ******* but can't even get a response for that. We cannot cancel, nothing. No phone number to speak to any customer service only through putting in a support ticket which we did 20 days ago! This is absolutely absurd for a company to #1 charge this much with no customer service and #2 have a chokehold in rural internet but not be able to troubleshoot any problems with a service they are being paid to provide!

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

  Customer Answer

  Date: 03/15/2023

   
  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:01/23/2023

  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 paid $712.00 for RV satellite internet on Jan 7,2023. I received an email from Starlink saying the package shipped on Jan 9, 2023 with a ***** tracking number. The package never arrived and I called ***** they said Starlink created the shipping label but never requested a pickup of package. I want my money back or the items I paid for.. Starlink is sending me invoice for monthly service and I don't even have the equipment. I will be filing a complaint with my credit card company for fraudulent charges as well.

  Business Response

  Date: 02/18/2023

  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-******-*****-89.

• Initial Complaint

  Date:01/22/2023

  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 put in an order for Starlink residential (not RV, not best effort) service over a year and a half ago. I was given an estimate of mid last year for install. That was changed to mid this year. I was advertised Starlink RV, aka best-effort early last year. I ignored it, as I want guaranteed bandwidth (best-effort could drop to slower than my current DSL). Later last year they offered me to jump ahead of the queue with best-effort, it was not advertised as Starlink RV this time, but another kind of residential offering, so I clicked around looking at it, but figured out it was just the same as Starlink RV, and I assumed I was still in the queue for residential service. Today I logged in to make sure my estimated install was still mid this year, and hadn't been delayed again, and saw my order had been changed to best-effort, and had no install estimate at all anymore. There was no way to change the order back to residential. I had to cancel the order, and do a whole new order, back to the end of the waitlist for residential, under a different email address. There is no way to contact Starlink support unless you have equipment, not even if you have paid the $100 deposit, twice! So, BBB gets my story, since Starlink/SpaceX are incapable of real customer service, apparently. The area I live is rural, and I can get no better than DSL on my road, but fiber has been installed in all the new subdivisions in the area, but not down our old, really rural road, and clearly the area has too many Starlink users that aren't truely rural. I am why rural broadband subsidies exist, but Starlink and other providers (you get the next BBB complaint, rural fiber provider) are failing to do what they have been subsidized to do.

  Business Response

  Date: 01/26/2023

  Thank you for bringing this to our attention! Due to global supply chain disruptions and network constraints, Starlink pushed back pre-order conversion dates for many of our customers. In order to still provide some level of ******* to customers who had been impacted, Starlink began offering a "Best ***************.
  
  "Best *************** allows customer to purchase a ********************** kit, and receive ******* with reduced performance, until their conversion date arrived. At this point, customers who opted into "Best *************** would automatically get converted to full Residential *******, with no performance constraints.
  
  If customers declined *************, they still maintained their stated conversion date.
  
  This customer opted to decline our "Best ***************, as well as, cancelled their pre-order. The customer was issued a full refund for their $99 deposit.

• Initial Complaint

  Date:01/22/2023

  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.

  We began our Starlink service in June 2022. On 1/13/2023, our service stopped working. We have been sending in service tickets almost daily to get this resolved but no response from their support team. We have gone through all of the trouble shooting procedures with no resolution. While we wait, we are still being billed. Initially we selected Starlink to improve our connections due to working remotely. I can't tell you how relieved I am to not have to depend on this for our income any more. If we were still working remotely and experiencing this service outage and no response from the company, I'm sure our employers would not have been very understanding. My only regret is that I wrote our congressman a letter in support of Starlink. I stated that it allows rural individuals to compete for remote positions which then increases income in rural communities. However, I don't believe that is the case anymore, not with this poor of customer support.

  Business Response

  Date: 02/09/2023

  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-623153-38020-83.

  Customer Answer

  Date: 02/09/2023

   
  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 albeit, unacceptably delayed.
  
  Sincerely,
  
  *************************