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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 492 total complaints in the last 3 years.
  • 73 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/13/2022

    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 a user of starlink since the availability in my area began at the beginning of the year. I have had nothing but good things to say until it comes to customer support. I am a government contractor, working fully remote, and starlink has been my only viable means of internet access. Friday the 9th i came home to find my generation 1 dish displaying itself as offline. All cables connected, no signs of damage. The power supply box indicates it is no longer reading the connection from the dish to the power supply. I put in a request to see what solutions exist. Crickets. Its been 4 days and no response from customer support. After browsing forums apparently this dish disconnection issue is a known issue with gen 1 dishes. Why isnt the company pushing out a heads up to users? Why is there no one at customer support to handle my issue? Many people claim upwards of weeks to get a singular response. There is no way to contact customer support unless via customer support messaging option online or in the app, no numbers listed to call for support. They essentially have a veil allowing them to hide from actual work until a complaint is filed. ITs unsatisfactory.

    Business Response

    Date: 01/20/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and has confirmed that the issued has been resolved on internal TIK-******-*****-4. No further action.

  • Initial Complaint

    Date:12/13/2022

    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 internet stopped working for 3 weeks before they finally answered my messages and sent me new equipment! I received that equipment a month ago and now it has stopped working again and no one will return my emails and there is no number call! They have continued to bill me for services i'm not receiving

    Business Response

    Date: 12/23/2022

    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: 01/03/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    My internet is still done and no one has reached out to me or fixed my internet! Last time i had no internet for 3 weeks and they still charged me the full amount for a service i didn't receive! Now it's not working again and no one is callling me there's no number to call for help and they keep taking payments

    Business Response

    Date: 01/20/2023

    Reaching back out to customer to address additional concerns regarding internal TIK-******-*****-95.

  • Initial Complaint

    Date:12/12/2022

    Type:Customer Service 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.
    This complaint is about SpaceX's Starlink service, a satellite internet service providing wifi connections to people in rural areas, and their lack of tech support and unresponsive customer support team.Any other internet company has technicians who will come to your house to install the equipment correctly. Starlink is DIY - you order the equipment and install it yourself. So we paid a knowledgeable handyman to install ours, and he did it correctly, as it has been working for months. On Sunday, we unplugged the Starlink from power for a moment to test our generator, and when we plugged it back in we found ourselves "disconnected."We went to Starlink support for help. We did everything suggested in their *** section. They make it very hard to contact them, by not telling customers how. You have to know (through word of mouth) to press the "thumbs down" on an *** to get a contact form. There is no phone number. When we did contact them we received a bot response offering suggestions identical to the *** suggestion, and saying their support team was working hard to respond. It has been over 48 hours and we have not heard anything from a human on the support team.Starlink provides this high-speed internet service to many remote workers who absolutely depend on it to keep their jobs. We rely on Starlink to work remotely, and have needed to travel 30 minutes away to coffee shops and public libraries to work this week with the issue unresolved. This is costing us in gas and food while we continue to pay an expensive monthly Starlink bill, and most importantly, we don't have the wifi support needed to effectively participate in work meetings, which if this continues long-term, could force us to sell our house and move and/or lead to job loss.Starlink owes its customers a responsive support team and genuine tech support. People are depending on this service for their livelihoods. We expect a prompt response and full resolution from Starlink immediately.

    Business Response

    Date: 01/20/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this cased and determined that the issued has been addressed and resolved on internal TIK-******-*****-3.

  • Initial Complaint

    Date:12/12/2022

    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.
    Preordered starlink 2/8/2021 Order was delayed several times and when they announced data limits I requested a refund. They claim a refund was sent on 11/7 but my card provider has no record of the refund. Startlink closed my support ticket and removed my ability to open a new one. Its been well over a month and I have received no refund and have no way of contacting the company. Give me my deposit back.

    Business Response

    Date: 01/20/2023

    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: 01/26/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    They issued a 99 dollar refund in the form of a wire transfer with a 14 dollar fee. I am still owed 14 dollars.

    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 fully addressed/resolved on internal TIK-******-*****-98. 

  • Initial Complaint

    Date:12/11/2022

    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.
    Starlink shipped my satellite to begin my service and the information from starlink stated that billing would begin 14 days from arrival of device. Order number *********************** Appears that starlink shipped via DHL and DHL shipped through FedEx and delivered to FedEx terminal on 12/2. Unfortunately, this process marked my device as "delivered" on starlink website on 12/2 even though it never actually arrived at delivery address. FedEx has repeatedly marked the product as out for delivery but has failed to deliver and they will do nothing since I am not the shipper and it is now 12/11. I have notice from starlink that my first bill is coming due and I submitted a ticket on 12/7 since they do not have ANY other means to reach customer service. Ticket has not been replied to. Followed up to ticket with still no response. Extremely frustrating and have called FedEx multiple times for them to tell me that the product is "out for delivery" and will arrive EOD to only have the product continue to not arrive. Since I'm not the shipper they really will not do anything else it seems and I can't believe for the cost of the service that this is how starlink handles customer issues. I still have to install this device when it finally arrives(if it does) and am facing being billed before that with no resolution from starlink.

    Business Response

    Date: 01/19/2023

    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:12/09/2022

    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 for 2 months now I have been charged 440$ For service been trying for over 4 days to get an answer To why I'm not paying a $110 a month I am charged $220 every month and The 1st time I thought maybe they charged 2 months at a time But no that is not the case come my next billing cycle I charged $220 again No way to contact them other than a service ticket and you cannot get a response And throttling Back service when I put my deposit down over a year ago I do not believe should apply to customers That 1st bought equipment For supposedly unlimited?

    Business Response

    Date: 01/19/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and the issue was resolved on 12/14/22 via TIK-******-*****-99

  • Initial Complaint

    Date:12/06/2022

    Type:Customer Service 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 the Starlink ***************** from SpaceX on June 1st 2021. Paid a deposit of $99. This service was declined by me and a request for the return of the deposit was made on 10/2/22 to Starlink on their app. A service request was completed and a reply received that the deposit would be refunded within 10 business days. the SR was closed.No refund has been received and it is impossible to open a new service request or call support or even email them as I am not considered a "current customer". The only support info listed when i log into my account is Informational with no ability to contact or open a new SR.My account number is ******************** found a ********************** support link where one can supposedly create new tickets ...***************************************************************** fill in all the info here but it never processes I have tried multiple times. The message I get is "Something went wrong on our end. Please wait and then try again."There is literally NO WAY to contact this company to resolve this issue.

    Business Response

    Date: 01/20/2023

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

  • Initial Complaint

    Date:12/01/2022

    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.
    On 11/23/2022 I signed up for the SpaceX internet service STARLINK on the official website. On 01/12/2022 I received the installation KIT. When I plug everything, the app tells me my account is not activated. I tried to unplugged and restart devices several times but nothing happened. I also checked my account, I cannot do anything. I would like STARLINK to activate my service as soon as possible. Thank you.

    Business Response

    Date: 01/04/2023

    Business Response /* (1000, 5, 2022/12/15) */
    Thank you for bringing this to our attention. A Starlink associate has reviewed this case, and the issue has already been resolved.

  • Initial Complaint

    Date:11/30/2022

    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.
    Just signed up for Starlink this last month, was working great until I realized that my account was an old account that I canceled and it will not let me update my billing information because my account shows that it is the closed account from before, so I cannot reach any customer service to fix my issue. They have no email or phone number I can contact, so basically no customer service exists at all if you have account issues. Now I have purchased a total of $800 dollars of equipment I cant use. I don't know what to do since I cant get a hold of anyone due to account issues. This is so frustrating and keeping my child from being able to do his homework because of having our billing issues and nobody to help us fix it. Thank a lot Starlink for scamming hard working people who pay a ton of money to get the equipment but are screwed over if something goes wrong because customer support contact does not exist.

    Business Response

    Date: 01/05/2023

    Business Response /* (1000, 5, 2022/12/15) */
    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:11/29/2022

    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 have requested that Starlink move the service address, for my RV edition system, from Canada to Mexico and they are refusing, saying that it's not possible.
    In their terms of service, it states, "If you use Starlink for RV Services for more than two months in a country that is different than your shipping address, you will be required to move your registered address to your new location".
    In addition to that, I have spoken with other customers who have had their service address moved to Mexico and was told that they were required to purchase a new dish based in Mexico and that Starlink then issued them a credit for the US based dish.
    In the latest emails, they are telling me that I need to purchase a new dish based in Mexico but that there is no credit given for the old dish.
    They seem to making the rules up as they go along. I am paying more than double for service in Mexico than everyone else and the idea that they can simply sell more dishes to people who roam from country to country is outlandish.

    Business Response

    Date: 01/12/2023

    Consumer Response /* (-5, 5, 2022/12/02) */
    ***Document Attached***


    Consumer Response /* (2000, 10, 2022/12/16) */
    The issue has been resolved. Thank you

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