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:01/18/2023

  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.

  On January 15th our Starlink Internet went down. While we have had the occasional outage, I waited this one out and it never came back up. I went through the troubleshooting steps in the Starlink App and none of these solutions rectified the situation. I then did the only step left to me by Starlink, which was to submit a support ticket.
  
  Within a few hours I had received a response to my support ticket that read "We apologize for the delayed response. It appears you have multiple open support tickets. We will be closing this one out for now and will respond to your other request as soon as possible. Thank you for your continued patience."
  
  Since then I have received zero further communications from the support team. We're now on our fourth day without any internet and with no communication from Starlink customer "support". I have reached out in the app multiple times and received nothing in return.
  
  This is pretty much the only choice I have for internet even though I live near a town with full access - it will not run to me. We depend on this for work and school. I would like Starlink to communicate with me and repair their faulty equipment in a timely manner. I would also like to not have to pay for access again until the repairs are completed and I can use the service I've paid for.
  

  Business Response

  Date: 01/30/2023

  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, 2023/01/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It took almost 7 days for someone from StarLink to address my open case, but once that started the case was escalated within two hours. They were even able to get new equipment out to me faster than their internal systems could catch up with. I'm back online.
  
  Very grateful to have had the support to get this addressed. I would still like SpaceX and Starlink to work harder on customer support.

• 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 have had Starlink internet for about 3-4 months and it has been working great. 10 days ago it just suddenly stopped working and said that we were disconnected from the internet. 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 as all equipment is still under warranty and I have only gotten a response saying they are closing tickets cause I have too many open. I am paying for the service but have been 10 days without it at this point. There is no customer support number. I need someone to send me the necessary replacement equipment so I have internet again since I am paying for it.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2023/01/22) */
  Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.
  
  
  Consumer Response /* (2000, 7, 2023/02/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by someone from starling within 2 hours of filing this complaint. While it was a slow process the customer service was good. they sent us a new cord which fixed out problem and they credited us a month service for the down time of service which was all satisfactory. Just wish didn't have to file this claim to get the initial response.

• 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.

  My Starlink satellite internet quit working on January 15, 2023 and I get no response from Starlink for information or assistance.

  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.
  
  

• Initial Complaint

  Date:01/17/2023

  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 a Space X/Starlink customer since June 2022. I recently damaged my own equipment and reached out to Starlink, in an attempt to purchase the individual piece of equipment I need. The only way to contact anyone at this company is through a "Support Ticket". There is no phone number or live person to be found. I've waited two days for a simple response to my "Support Ticket" but have received none. These products are sold only through the company and there is no 3rd party source to turn to. I am continuing to pay a monthly service fee but feel the lack of response to existing customers like me, the lack of ability to speak to a dedicated representatvie, and the inhability to either warranty or find a simple purchase resource through the web page is ridiculous.

  Business Response

  Date: 01/21/2023

  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:01/17/2023

  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 purchased their residential internet system and have been using it for the past 1 month or so. Yesterday my equipment stopped working and I immediately started troubleshooting and contacted customer support. Their customer support is available by text only through their app and their first response came in the middle of the night, eight hours after submitting the ticket. I followed up with the debug logs as they requested and it has been an additional eight hours since then with no movement on the issue. In the past 24 hours I have had no connectivity to the service I pay for and so far no conceivable action by the company that takes my money to provide the service. I want an actionable response from the company, and resumed service. I also want them to take steps to ensure they have the organisational capacity for a more timely response to customer needs in the future.

  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.
  
  

• Initial Complaint

  Date:01/17/2023

  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.

  On 12/30/2022, I submitted a ticket to Starlink support to notify them that we sold our home and that I wanted my service transferred to the new owners of our house. I received a response on 12/31/2022 stating that they sent all the information to the new owner's email address and my service would be cancelled at the end of our current billing cycle. They said I would still have service until the end of our billing cycle and once they received the paperwork back, they would transfer service right away, so I wouldn't experience any downtime. The new owner's filled out the paperwork on 1/1/2023 and sent it to Starlink. On 1/12/2023, I received an updated message from my transfer ticket that they are suspending all transfers and I would have to wait until the end of January to do the transfer. They said I could initiate the transfer from my Starlink account. I replied on 1/13/2023 and asked them if this meant they would no longer be transferring service even though they told me they would on 12/31/2022. On 1/16/2023 around ****, my Starlink service was terminated and we no longer had any Internet access. I immediately sent them a message from my open support request and asked them why they cancelled my service and did not transfer service to the new owners. At this point, we are completely without service and I can't get ahold of their support. Their response time for responding to tickets is awful, they don't have an email account to email, and they don't have a phone number to call. Starlink is notorious for their horrible customer support, so this is just one more example how they do not care about their customers. I've sent them another update this morning asking for a month of free service for the hassle until I can get the service transferred to the new owners of our house, but I have not heard back. This company needs to be held accountable for their actions.

  Business Response

  Date: 01/21/2023

  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:01/16/2023

  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 had Starlink since July 2022. I ordered the kit as well as their roof mount, ethernet adapter and routing kit. I live where trees are non existent and have no obstructions causing any issues with my system. On or around 01/08/23 I started to get an alert on my Starlink app showing "Poor Cable Connection". Internet was spotty off and on. I checked the cable for any signs of damage, as well as reseated them at both ends to no avail. After several attempts at cycling the power and getting same issue I decided on 01/09/23 to submitt a ticket stating the issue and inquired if there is anything else I should be looking at. The app stopped showing poor cable connection and started going between offline and online every 30 secs or so. I continued on the same ticket stating this information. Next day, it started again with poor cable connection up until 01/14/23. Then the error just stopped and shows online, but still no internet on any devices I have tried connecting with. Now it has been over a week without any service and no way to get in contact with Starlink I decided to come here for help. I have added 12 follow-*** since the original ticket and have yet to get a response from anyone. This is a service that I am paying for, and like many others are having a time getting any issues resolved in a timely manner. I have read many statements online that other people have had this same issue only to find that the internal heaters "Snow Melt Auto Setting " caused the cable and modem to fail. This is a feature that is set to auto by default. I ordered a new cable on 01/11/23 for $67.84 and am now fearing that this may not resolve my issue due to other comments with the same problem. The cable has yet to be shipped and is not showing a 01/18-01/24 time frame to be either shipped or delivered, doesnt specify. Like I stated in all my ticket responses, I need help and would really like to be able to receive some.

  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.
  
  

• Initial Complaint

  Date:01/15/2023

  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 Starlink equipment stopped working January 8, 2023. I submitted a trouble ticket on the same day, today is January 15, 2023 and I have still yet to hear from anyone.It's worth noting now that our cell service in this area is exceptionally poor. Most people including myself are unable to make phone calls via a cell service. And trying to access the Internet via cell phones using cellular data is essentially impossible. That includes simple things like sending/receiving a text. Not to dismiss anyone else's inability to access the Internet, but my inconveniences are probably a bit more elevated than the average person. You see, I am disabled, having a degenerative muscle illness, unable to walk and confined to a power wheelchair. And although I do need help with many tasks, I am relatively independent and able to live alone. This combined with the fact that so many services, including utilities, hospitals, food delivery, etc. insist that I communicate exclusively with them via a website and/or app. makes having reliable Internet, critical. I am not looking for, nor do I expect any special considerations or service. I like most reasonable people, am simply wanting to receive what it is I am paying for based on the expectations set by Starlink. Nothing more, nothing less.It seems especially clear that my issue is with the equipment supplied by Starlink and nothing else. My immediate neighbors on both sides of my property have Starlink and have had no issues. I would also like to point out that this is not a weather related problem, when I submitted this trouble ticket it was a beautiful calm clear day. Several days before we had these back to back storms. As noted with my neighbors, they experienced no downtime during said storms. I expect this system to be replaced ASAP with what I paid for, a "new and unused system". I also expect to be reimbursed for all the time that I have been without service, up and to, when I can find somebody to swap out the equipment.

  Business Response

  Date: 01/21/2023

  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-******-*****-11.

• Initial Complaint

  Date:01/14/2023

  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 subscribed to Starlink since March 2022. It was promoted as high speed internet for rural areas where no other options are present. This was the case for me. I subscribed and bought the star link equipment. The initial equipment cost $649.00 CAD plus $65.00 shipping. And 13% hst. Since haveing received the equipment I had very few problems until now. Now my Starlink is showing "disconnected" in the app, I can still connect to the router wi-fi but with no service. I placed a support request on January 7th, the day that I lost internet. I received a response almost immediately requesting I attempt some troubleshooting steps to regain the service. I already indicated in my initial request that these steps had been performed and service was not restored. That response also indicated that if my issue was not resolved a support associate would be with me shortly. It was not resolved, and 7 days later I have still not heard back from a support associate.I opened a new ticket for support on January 10th as I thought my initial request *** have been faulty or didn't go through because of not having internet and only sending off of very bad cell phone reception. This was not the case. I received a message that they are closing the second request because it is a duplicate. I opened another support request on January 13th. This support ticket was opened through a warranty section, inquiring about my 1 year warranty period and asked if I would be able to return my product for a full refund. This ticket was also promptly responded to indicating that it was a duplicate and that it would be closed. I really do love the Starlink internet service when it is working but not being able to connect with customer service while remaining in the warranty period is unacceptable. I rely on the internet for many modes of communication, work and my daughters school work. This has severely impacted my family's life and our ability to work and my daughters ability obtain her education

  Business Response

  Date: 01/21/2023

  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-******-*****-4.

• Initial Complaint

  Date:01/12/2023

  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 purchased a satellite and router from Starlink in October of 2022. On January 1st our Internet went offline and I notified Starlink on January 3rd. I have not received any response other than troubleshooting suggestions. I have inspected the cables and connections and don't see any obvious issues. They will not respond to requests to send new router, satellite, etc. I finally purchased a new router a few days ago hoping that might solve the problem and am waiting for it to arrive. They will not tell me how long the equipment is warrantied for or respond to any of my requests for resolution.
  

  Business Response

  Date: 01/31/2023

  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, 2023/01/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Starlink sent a replacement cable which resolved the issue. They also reimbursed me for one month of service as requested.