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:01/20/2023

  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 purchased Starlink ******** services and my device was delivered on 1/10/2023. I attempted my initial setup on that same day and was unable to make any sort of connection. I contacted their customer support the following day stating that the hardware did not work and that I would like a refund or exchange. Customer support responded with a set of instructions on what to click/where. As well as stating that shipping labels would be sent for any purchased items to return. However, the problem is that their instructions are false. There is no place anywhere in my profile on the Starlink site which would allow me to return the device for an exchange/refund. If it is past the 30 day period which would allow for returns the device would be mine to keep. Given the facts that I have not received a response to this point, and that there is no option to return; It would seem as though they are in fact skirting their own policies in an attempt to avoid taking responsibility for the fact that their device was defective upon receipt. Thus sticking me with the bill, and attempting to force me into buying a second device.I find it extremely suspect that a company who prides itself on advancing technology as a whole, would have as glaring an error as to have missed the fact that their website currently does not allow for returns. I have trouble viewing any of this as anything other than purposeful. A willful act to try and force consumers into purchasing more than they require, as they(Starlink) continue to dish out faulty products.My wife works from home and requires stable internet connection to continue to support our family as the current sole breadwinner. All I am asking of Starlink is to receive customer support in a reasonable and timely manner. This is something that all of their customers should receive, but something that it seems Starlink cannot or will not provide for them as I have seen numerous other complaints regarding their ability to respond to anyone.

  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-xxx445-99242-4.

• Initial Complaint

  Date:01/20/2023

  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 placed an order on 12/20/22 for additional items for my Starlink Kit. On 1/13/23, I received an email that my order had shipped - but the tracking number given was incorrect as it was the ***** tracking number from the initial kit itself that was received on 12/27/22. I've reached out to Support on three separate occasions to inquire about the status of the order (as it is showing as shipped in my account) and for the correct tracking number (as ***** does not show any deliveries scheduled). The responses that I have received are the *** questions and answers from their website... NOT in any way answering my question on status and a tracking number. It's frustrating that I've ordered the items on 12/20/22 and been charged $182.70 - but (1) do not have the items, and (2) cannot get the status of the items that have been marked as "shipped."

  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-627999-28256-15.

• Initial Complaint

  Date:01/19/2023

  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 have attempted to stop Starlink service which can only be done through their website. There seems to be an account problem that does not allow me to stop service. I have reached out to support in the only method they provide - through their website. It has been 2 weeks and I have received no response except a cut-and-paste type response unrelated to the issue. I've followed up multiple times.
  
  I am still being billed every month for a service I wish to stop.
  

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2023/01/22) */
  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 *******************
  
  
  Consumer Response /* (2000, 7, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They (finally) fixed the issue for me. They still have problems with support and many others are affected but my issue is resolved.

• Initial Complaint

  Date:01/19/2023

  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.

  Purchased a Starlink High Performance Antenna from Starlink. The High Perfromance Antenna is damaged and appears to be a used Antenna. Opened a ticket with support 1/11/23 with pictures of damage. The antenna was dirty, damaged, and contained a scratch on the back. This was a used antenna which I paid ******* US Dollars. I have attached a picture of the damage. Requested several updates and have not received a response from support.

  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-******-*****-10.

  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:01/19/2023

  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.

  Purchase sterling in September have only had it for months and it stopped working on January 2. I have reached out and created multiple help tickets and still no response. Meanwhile I'm being charged for Internet that I cannot use. I have left my phone number and email every time I message them.

  Business Response

  Date: 01/22/2023

  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:01/19/2023

  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.

  My internet service has stopped working. Starlink internet provides no contact information to contact a representative. I have filed a ticket with customer service to fix my internet. It has been over 10 days with no response back from customer support. I have requested a refund for service however the only response I receive is an automated response saying they are closing out my ticket.

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

• Initial Complaint

  Date:01/19/2023

  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 have been trying to contact Starlinks satellite (Space-Ex Elon Musks) for well over a week .They do not have a customer service phone # . I opened a ticket on January 11th explaining what was going on . I believe an automatic responds told me different steps on trouble shooting my issues. Which I had already done because that information was on the app troubleshooting part. I then responded that I had done all those things & had also gone onto the roof & checked to make sure the power cord was in securely ( saw a ******* video suggesting I do that ). I waited a few days without a response since i did not receive a response I then opened up another ticket. The response I got to that and the additional 2 other tickets I opened was " sorry for the delay but we notice you already have a ticket opened for this issue so we will close this ticket" I then went online to see what I could do to get in touch with them a different ******* saw a post about an email address that stated to put Customer complaint in the Memo , I sent that email 4 days ago & have not heard back from that either . I need a new Modem. We just purchased the equipment back in July received in August. I am reaching out to you to hopefully have you help me rectify this situation ASAP . I work from home and need my internet. Tomorrow January 20th I will be charged $110.00 for the internet service that I am not receiving . I am not sure what the next step is from here but I hope you can help me Thank you *********************

  Business Response

  Date: 01/22/2023

  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:01/19/2023

  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 purchased a Starlink system last June 2022. It worked well until January 15th 2023 when it spontaneously disconnected from the internet. I worked through the troubleshooting checklist with no success and so at 10:00 hours on the 15th I opened a "ticket". Five days have now passed snd I have received no communication from Starlink. Starlink doesn't provide an email address, a phone number or any other way of contacting their customer service team. This complete failure to communicate with me is disgraceful. At this point in time I would not recommend their internet service to anyone because of when an issue arrives they just aren't there for their customers.

  Business Response

  Date: 01/22/2023

  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:01/18/2023

  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 received Starlink in September 2022. It worked well until January 9, 2023 when it got disconnected from the Internet. I went to the support page on the app and did all the suggested troubleshooting tasks, multiple times. Nothing worked. I clicked on the thumbs down and tried to send a message to open a ticket but I got an error message each time. On January 10, 2023, I tried all the troubleshooting tasks again with no success. This time I was able to send a message and a ticket was opened. I received a generic response suggesting that I try ask the same troubleshooting tasks I had already done multiple times. The next message was that someone would be contacting me soon and thanked me for my patience. Since then I have heard nothing even though I have sent several messages through the same open ticket.
  It has been more than a week since I heard anything from Starlink. Our security system requires wifi so that's not working.
  This is unacceptable. I can't believe there isn't a phone number or email for customer service. I'd be willing to be in hold just to be able to talk to a live body.
  It's an automatic monthly payment and I don't feel like I can pause the service because I don't believe Starlink would try and help resolve the problem if I wasn't paying.
  I am so disgusted and disappointed by Starlink and I wish I hadn't wasted my money on this system. I will NOT be recommending Starlink to any of my friends and neighbors in our rural area.
  

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2023/01/21) */
  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 ********************
  
  
  Consumer Response /* (2000, 7, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Starlink determined that the hardware was faulty so they sent a new unit. I will start from square one and set up a new unit.

• Initial Complaint

  Date:01/18/2023

  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.

  I ordered **************** in September and received the equipment in October, had fantastic internet for about 3 months. 2 weeks ago exactly internet quit working mid day and has not worked since. I have done every problem solving, troubleshooting, checked all the equipment, factory reset the equipment, turned in three tickets with their customer service through the app and there is no way to contact them via email, telephone or through their app. Its the most ridiculous operation that you cannot contact a single person. I believe my outside unit quit ****** since all cables and connections are fine and the modem is on. I just want a way to contact them and get a response. I work from home and cannot be without internet. Thank you

  Business Response

  Date: 01/21/2023

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