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:01/06/2023

  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.

  Attempted to set ip Starlink on 12/31/22. Keep getting an error through the app that there is no internet connection. Reached out through the app with a ticket. Got no response so I attempted another ticket. Got a response that the second ticket would be closed and a response would be made on the original ticket I submitted. As of today 1/6/2023 I have not received any response regarding my issue. I am paying for a service that I have not been able to use or even troubleshoot.

  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:01/05/2023

  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.

  December 23, 2022 was the last day to pay for the next month of service for the internet they provide. Had a lot going on forgot to make the payment till I woke up December 24, 2022 and realized. I made the payment and within 10 min it had gone through and the money had been taken out of my account. Waited and thought maybe might take a business day or two, not a big deal. After that I do believe it was the 25th I found out that the only way to reach them was through chat. So I have sent them 21 messages exactly since then, and as of right now. Not 1 response. I have left my phone number, given them more than ample enough time to answer me and help. I would like them to answer me help me get my service working again. But if this is how they are going to be then I want my money back for this month. I hate to do this because they provide great internet for this area but customer service outweighs product when you can't use the product. Pay 110$ a month and 700$ for the equipment up front but no customer service number to call?
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2023/01/14) */
  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:01/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  October 10, 2022 - Starlink order 38aaf3e3-203d-4a28-83d9-d23c62d55cb9 for a deposit of $99. Never received an email or account information and I want a refund. No way to contact Starlink. My credit card was charged.

  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.
  
  

  Customer Answer

  Date: 01/27/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This needs to remain open until a refund is received and any account that is present with Starlink is closed. Once these two items are confirmed, this case can be closed. Thank you.

• Initial Complaint

  Date:01/04/2023

  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 received our Starlink Kit 10/2022, the dish was faulty so they sent us a complete new kit. This worked up until 12/25 where it went offline, I was able to reset and it worked the rest of the day. 12/26 it went down again, reset again and we were fine the rest of the day. 12/27 it went down again, attempted to reset no luck, checked all cables and connections all good, husband went outside checked the connection with the dish. Still nothing visibly wrong. You can not call or email customer service, you submit a ticket which I did on 12/27, to this day 1/4/23 they still have not responded. I cancelled our service on 12/31/22, that same day they charged my credit card $110. They acknowledged my cancellation and are stating I can still use starlink up to 1/31/23, but of course it does not work. I feel like this is a scam. I have paid probably close to $1000 within a 2 month period for garbage equipment and lousy nonexistent customer service. Is there any way I can get at least some of my money back?
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 10, 2023/01/21) */
  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issued has been addressed/resolved on internal *******************
  
  
  Consumer Response /* (2000, 11, 2023/01/20) */
  They have decided to refund me for the kit. I am okay with that.

• Initial Complaint

  Date:01/04/2023

  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.

  We decided to move to *** in 2021 and knew that Starlink was beginning to provide service there. However, according their website, all you could do was to pre-purchase a kit for I believe it was $699 U.S at the time (was almost $1000 ******** with exchange and taxes) and they would ship it to you when it was available. As we would need it as soon as we got there, we paid and got on the waiting list. Starlink shipped the kit to our existing address in November 2021. As we had not relocated yet and the sidh was only usable at our new location, the kit sat in its original packaging until after a number of delays including recovering from cancer surgery and chemo and a hurricane, we eventually made the move on November 30, 2022. The dish travelled in its original packaging in the moving truck and was set up on either on November 30th or December 1st of 2022. During the entire time from when they shipped the kit to me until presently, I have been paying them a monthly fee for no service. (So approximately $2000 ********) There was one exception near the beginning where they credited one month or a partial month. Otherwise I was told there was no way to pause service until we actually activated our dish. (Ironically, they offer this feature now with their RV version)The dish worked great for two weeks. Then one day the dish was in a horizontal position causing frequent dropped signals. We tried everything and it would not go back to its almost vertical position which is how it operates best. After two more weeks of trying everything, I finally got a message on my Starlink app that the motor was stuck. So I wrote a support ticket regarding the issue.Well after numerous very disappointing communications with ***************** my support ticket being closed twice (though my issue was not resolved at those times), being sent a **************** Experience survey (after the ticket was closed and issue not resolved), I finally have a response from the ****************. They are sending a replacement refurbished dish. However, since the adapters and the mounts are different than the one I have and it does not have the ethernet capabilities that my current one has (though they do offer one that does), I was told that it would have no warranty and that I would have to purchase additional accessories.They are saying that it is out of warranty. According to their current website (not sure what it was at the time we purchased), the warrantly period if bought from them is 12 months from date of purchase. However, it says that if you buy from an authorized retailer, then it is 12 months from activation. If there is a warrantly issue then they will either send a new or refurbished kit. The replacement has the greater of 3 months or the remaining time on the warranty.I feel under the circumstances that we should receive a new comparable kit as it broke in under two weeks use. Also that they should honor the remaining 11 months of warrantly as though it was purchased from Starlink, it was only activated a month ago. Lastly, I do not think I should be out of pocket for any additional funds when they have received approximately $3000 ******** for a dish that malfunctioned after two weeks.I

  Business Response

  Date: 01/21/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the issue has been addressed/resolved on internal TIK-******-*****-96.

  Customer Answer

  Date: 01/27/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not say or do anything in their reply. If I was happy with their resolution, I would not have filed this complaint in the first place.

  Customer Answer

  Date: 02/15/2023

  Though it is not resolved, I do not want to pursue it any longer.
  

• Initial Complaint

  Date:01/03/2023

  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.

  Internet went offline 12/28/22. Only way to communicate with company is a ticket. Completed and ticket on 12/29/22. Tried all steps recommended by company and on the internet to fixed the problem. No response from the company. I filled out another ticket on 1/2/22. On 1/3/23 a employee responded to my 2nd request and said since I had another ticket open they would close my 2nd request and said someone would respond as soon as possible. Why wouldn't the employee help me with my first request. I use the internet for work and have been without internet for almost a week. Very poor customer service! used to brag about starlink until now having an issue and no one responds to help fix it. They should also be reimbursing me for no internet, im paying for something I cannot use.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 8, 2023/01/20) */
  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined the issue has been addressed/resolved on internal *******************.
  
  
  Consumer Response /* (2000, 10, 2023/01/26) */
  After 8 days they answered the ticket after starting another ticket. replacement equipment is being sent out and I was credited for 1 month. Not happy it took that long to answer my calls for help, it will be 2 weeks to get back up online by the time the equipment arrives.

• Initial Complaint

  Date:12/31/2022

  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.

  Purchased and received hardware and service in October 2022 and was satisfied with delivery time and price. I had the unit installed and service was great for couple months and day after Christmas unit stopped working and I went through all the diagnostic troubleshooting and started a customer service ticket and waited. I got a short response telling me to go through the diagnostic troubleshooting steps agian... and send debug data. I sent the requested information and went through troubleshooting again with no resolve. Then I've waited days and have had no further response. Starlink has no phone # listed to contact anyone and I am sitting her with a 700$ paperweight. Service is paid monthly and I've been without service now for over a week due to this issue and if I pause service I'm afraid I won't get my hardware issue resolved. I'm very frustrated with this right now as if I'd known they had poor customer service I may not have spent the money on the service. We rely heavily upon having internet and we travel full time in an rv. We treat our starlink unit as our most prized possession and it's been handled very carefully and I just can't figure out why it worked one day and the next day it says it's disconnected.
  

  Business Response

  Date: 01/05/2023

  Consumer Response /* (2000, 6, 2023/01/03) */
  My issue has been resolved and I'm more than happy with starlink. Customer service was excellent and they went above and beyond to help me with this issue. After all of this I wish I could remove this complaint. My hardware was the issue and they sent a replacement unit.

• Initial Complaint

  Date:12/30/2022

  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.

  March, 2021-Placed $99 Starlink deposit.
  August 31, 2022 Starlink available to ship; paid in full $543.43. Purchased accessories and 3 months of internet for a total expense of $1,190.15 as of 12/30/22.
  
  STARLINK IN SERVICE LESS THAN 100 DAYS
  
  1. 12/27/22. (Date ticket created). Internet intermittently down. Was windy and raining the prior 10 or so hours. Got "Starlink Disconnected " message. Unplugged power from wall. Waited 5 minutes, re plugged. (Had this issue earlier this month after rain/wind and this worked).
  2. Researched troubleshooting on Starlink app. Husband climbed to dish and removed dish from long mount. He slid connector out and reseated. *Note* our connector has always been easy to seat and unseat unlike others I've seen on YouTube and Reddit.
  3. Factory reset router. *Note* LED light always illuminates. Wifi symbol on wireless printer always returns to solid illumination.
  4. Husband climbed to dish again and took dish and cable down. Inspected all cable carefully. No visible damage. Unseated both ends of cable, waited 30 minutes. *Note* Removed Starlink Ethernet accessory from cable, which has never been used.
  5. It has been 4 full days with no contact from Starlink support since I opened a ticket on 12/27. Kit is about 65 days past 30 day return. Have spent $1,190.15 and countless hours of frustration on non-working internet in use less than 100 days. I request a NEW (not refurbished) Starlink kit expedited to my home. Thank you.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 8, 2023/01/20) */
  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the issue has been addressed/resolved on internal*********************
  
  
  Consumer Response /* (2000, 10, 2023/01/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by Starlink Customer Service by telephone on 1/7/23. Starlink representative agreed to send new router and cable and credit me one month of service. This is acceptable to me. The internet service is great, when the hardware works. Customer service response times are horrible. No phone number to reach customer service. Wait times to be contacted seem to run at least 2-4 weeks.

• Initial Complaint

  Date:12/30/2022

  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 September 10th, 2022 Starlink kit# ************ was ordered and shipped. Order # ********************
  
  - The equipment was working fine until December 12/14/2022 when it stopped working.
  
  - We followed all the guidance per the website to troubleshoot and it stated to submit a help ticket. We did that starting on 12/19/22 with the messages as shown below. Please note: There is NO telephone to call to ask for help or assist us.
  
  
  *********
  12/19/22
  I have followed all troubleshooting guidance with no success. Please help me establish my internet back, please. Thank you.
  STARLINK
  12/19/22
  Starlink Support here - our team is working hard to get to your request! In the meantime, we suggest the following guidance that may help improve your connection: --Check your cable connections to ensure that your Starlink cables are fully seated and secure. If you have a Rectangular Starlink, please check the connection where the cable meets the mast as well. --Ensure your Starlink Router is set up for optimal performance, i.e. a central location in your network in an upright position and your Wifi is secured with a SSID and password. --Power cycle your Starlink by unplugging and plugging it back in. --If you have 3rd party router or device in your Starlink setup, we would suggest removing it to see if the issue persists with just the Starlink hardware. If this resolved your issue, please select "My issue is resolved" to close your ticket. If not, a support associate will be with you shortly. If possible, please reply to this ticket from the Starlink App. Ticket responses via the app are sent with more detailed information related to your Starlink - helping us diagnose and resolve your issue faster.
  
  *********
  12/19/22
  My issue is not resolved. Please send me replacement equipment.
  
  *********
  12/27/22
  I have been forced to cancel my service since nobody has responded since December 19th and I've been without internet. Someone please assist if possible!?
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 8, 2023/01/20) */
  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the issue has been addressed and resolved on internal********************* Additonally, we will ensure your subscription is reinstated as requested on ********************
  
  
  Consumer Response /* (2000, 10, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/30/2022

  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.

  Ownership/billing transfer request was submitted and Starlink support assured no loss of service if new owner submitted transfer information form in a timely manner, which was completed soon after received. Been over a week without service and no response or update whatsoever. Being without internet service over the holidays is not pleasant especially when assured it would not happen.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 11, 2023/01/20) */
  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the issue has been addressed on internal *******************
  
  
  Consumer Response /* (2000, 13, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Even though service was unexpectedly lost for weeks and the original request of billing/ownership transfer was not completed, I accept their response since there is nothing more I can do or expect until they launch their new automated self-serve transfer functionality. Starlink provided a one-month bill credit as restitution for loss of service and not completing the transfer request.