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:11/21/2022

  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 a deposit for Starlink satellite internet on May 30, paying $99. On September 20, I was charged $619.77 and the equipment was shipped to me. Since this was for my second house, I was not able to connect the equipment right away. I went there in about a month from when I received the equipment. The second house is located at ***************************** After connecting the dish I realized there's no service in that area. Starlink doesn't have customer service phone number. And they do not answer emails. I tried reaching support on October 20, November 10 and November 14. The only answer I got is that my 30 day trial is over and they can't help further. I do not understand why they shipped me the equipment and charged for internet service if there's no reception on that area. They did not provide any equipment return and charged refund instructions either.
  
  I requested Starlink to refund me:
  - $99 deposit
  - $619.77 equipment
  - $110 and another $110 charge for internet
  - $106.32 for mounting equipment
  TOTAL: $1,045.09
  
  They once again ignored my request
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 8, 2022/12/18) */
  Thank you for bringing this to our attention. The customer has been in contact with Starlink Support. Per Starlinks Terms and Conditions, the customer was past the 30 window to return the equipment. Since then, Starlink has assisted this customer in transferring the equipment to another customer of their choice successfully to resolve any issues.

• Initial Complaint

  Date:11/19/2022

  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.

  Less than 2 years ago I paid over $500 for a Starlink system, 2 weeks ago it quit working, contacted Starlink, which is not easy when you don't have internet and weak cell service. They said they would send me a refurbished (?) system, and it would ship 11-10 to 11-16, those dates passed, and again I left my house to go to town for better cell reception to email them again, which their reply was: "We apologize for the inconvenience. At this time, we are experiencing a high amount of orders and are working diligently to get them out. We will credit you with a month of service for this delay. Please allow for a full billing cycle to pass before you see the applied credit. If you do not see an updated shipping status email in 7 days, please reach back out". Why can't they send me a new system, why can't they take care of their existing customers. I run a small business and this is the busiest time if the year. Really disappointed in their loyalty to their existing customers.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 14, 2022/12/31) */
  Thank you for bringing this to our attention. A Starlink associate has responded to this case via customer ticket portal.
  
  
  Consumer Response /* (2000, 16, 2023/01/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/18/2022

  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.

  The account I am using is no longer accessible due to the password and contact information being changed by someone who should not have. There is no contact for this type of problem and so the issue is unresolvable.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 14, 2023/01/03) */
  Thank you for bringing this to our attention. A Starlink associate has spoke with the cx and resolved the issue.
  
  
  Consumer Response /* (2000, 16, 2023/01/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We received a phone call from SpaceX and the person who called listened to the situation and took the time to resolve it completely.

• Initial Complaint

  Date:11/16/2022

  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.

  Order service for Starlink in December 2021. Understood would be mid-2022 before provided. Cost was changed due to inflation. Delivery was changed due to Ukraine conflict and service being provided there. Now due to lack of interest in my area I have to wait till possibly mid-2023. Rather than providing service every where else and the owner (Elon Musk) buying out other companies provide service promised with no degradation of service
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 14, 2022/12/15) */
  When customers place a deposit for Starlink service, they are provided an estimated service date. While Starlink works to meet these dates as accurately as possible, they are estimates, and subject to change.
  
  Silicon shortages have slowed our expected production rate and impacted our ability to fulfill many Starlink orders this year. The impact of this shortage was communicated via email to all potentially impacted customers. We apologize for the delay and are working hard across our engineering, supply chain, and production teams to improve and streamline our product and factory to increase our production rate. In addition to the global silicon shortage, some service areas are currently at capacity. This is why some consumers may see Starlink appear to be available in service areas outside their own.
  
  Customers have the ability to view updates estimates for their service date through their customer portal, so any changes are readily available for customers to see. While the Starlink team will continue to work hard to deliver Starlink as quickly as possible, customers also have the ability to cancel their order and receive a full refund of their deposit at any time by logging into their account.
  
  
  Consumer Response /* (3000, 16, 2022/12/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because they promised a service that they can't provide a paying customer but they can support foreign countries even when they claim there's a shortage
  They need to shift their priorities to the customers

• Initial Complaint

  Date:11/15/2022

  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.

  When I originally purchased Starlink service in February 2021, I paid $614.55 for the equipment required to install the system at my home. I did this based on Starlink advertising offering 50-150 Mbps download speeds for a $99 monthly fee. Currently, I often experience speeds of 10-15 Mbps, monthly charges were increased to $110, and now I've been notified that, starting December 2022 my download speeds will be throttled to presumably less than the currently often unusable data rates after using more than 1 Tb of data. As I live in a rural area unsupported by fiber, cable, or even DSL ISPs, I am required to stream all video via an internet connection. Until recently, Starlink was able to meet this need with the company's originally advertised data rates. With recent overloading of the cell where I am located, I can no longer rely on Starlink to live up to their advertised service offering and I am often subjected to video buffering that makes it impossible to stream video.
  
  I ask that Starlink cease taking on new customers in my cell until such time that the company's service can continuously meet the originally offered 50-150 Mbps data rates (or faster). I further ask that the recently levied 1 Tb monthly data cap be removed and the originally offered unlimited un-throttled data be restored. Starlink has, as of late, offered a classic example of unscrupulous bait-and-switch business tactics and exceptionally poor customer service.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 14, 2022/12/23) */
  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 /* (3000, 16, 2022/12/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was contacted via the Starlink app on Dec 27 by a representative who stated that she was aware thelat I previously attempted troubleshooting steps then asked me to repeat the same time consuming troubleshooting steps again. On two previous occasions this year, I attempted these same troubleshooting steps which resulted in ZERO improvement to my download speeds, the increased price, nor the data limitations levied by Starlink after I began service. After wasting my time with this, after the most recent attempt at troubleshooting, I was told, in summary, that Starlink knows their speeds are very slow lately because there are too many users and that they hope it will improve (see attached screenshot). I was not willing to waste more of my time on a third attempt at troubleshooting usu g the exact same steps and I told the most recent representative this. I asked what has changed since my last attempt at troubleshooting and haven't received a response.
  
  I continue to demand that Starlink cease adding new users to an already overcrowded system, remove any data restrictions that were levied upon existing Starlink users ADTER they had already paid for equipment and service, and return the monthly service cost to the original $99 until such time as the service improves rather than continually degrading.

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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.

  SpaceX McGregor did an engine test at approximately 3:40 p.m. this afternoon. It caused my windows to rattle, my walls and entire mobile home to vibrate, dishes fell out of my cabinets, canned goods fell off shelves (some were home canned goods which caused jars to break - causing me to lose those canned goods). I have complained to SpaceX via email after an article in our local paper provided the email address and told them of the problems - and their response was I was full of it, that there was no way in heck that we were feeling anything out at our place (about 30 miles away) because they did "testing out here and reached out to people and the tests proved nothing was felt". I told them this has gone on for a couple of years - that it cause our mobile home to shift off its blocking and move hurricane anchors we have securing our home - and again I was told there was no way. The testing today went on until 4:02. I was literally holding cabinet doors closed and trying to dodge things falling off shelves & walls. I am sick and tired of this and being told we're full of it. I EXPECT SPACEX to send out engineers or someone else WHILE they are performing their engine test to prove we hear and feel their engine tests. I COULD seek legal recourse against them for damages - as it would not be cheap!!! I now have 2 rooms in my home that I can not use because the testing has caused our house to shift so much I have wall boards that have fallen off and gaps where sheetrock sheets are supposed to meet. I have windows that no longer close properly. I have items that have been broken because of the vibrations in my home - some family heirlooms that can never be replaced. I expect them to resolve this issue. We are not the only ones on our road who feel and hear their testing and have complained!!!
  

• Initial Complaint

  Date:11/11/2022

  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.

  I have been attempting to access my Starlink account for a week now. They allow contact only through the App. I have tried logging in with the email that they send my billing to and I am unable to get in. I have requested a password reset via email, phone and an auxiliary email. I have received no response. I have checked my spam and trash and there is no response there either. I have been billed and received a throttle down email from Starlink within this last week to my email but no password reset email so my account linked to this email exists. There is no customer service to contact. I have been paying them monthly for a year and a half now but I am unable to get into my account to make any changes or even stow my dish. All I need is a password reset sent to my email ************************* I tried emailing them through a link to become a supplier (the only email I could find for them) and received a canned response. I am attaching proof of them sending me emails to this address. You will see where it indicates message blocked which were my attempts to respond to an email received from them which also does not work. There are no issues with my internet service and I am very pleased with that but there needs to be a way to contact a living breathing person to help with customer issues.
  
  Thank you for your help!
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 14, 2022/12/23) */
  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, 16, 2023/01/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am back in. They had the wrong email for me but I was still getting correspondence from them and I'm not sure how or why. It prevented me from accessing my account but this is now resolved. I would suggest an easier and better way to get in touch with customer service. Thank you!

• Initial Complaint

  Date:11/09/2022

  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.

  We used Starlink internet a division of spaceX and the service had been good. We had an interruption is service and have been without internet or any service for a week with zero response from the company. A ticket was started immediately about the issue and there has been zero response from the provider. Like zero response at all. So no way to resolve or even a email or phone number to get any kind of resolution. We just have no internet or ability to fix our internet and will have to find a different provider in order to get internet
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 14, 2022/12/23) */
  Thank you for bringing this to our attention. A Starlink associate has investigated this issue and researched the below. No further action for customer or Starlink at this time.
  
  Customer inquired about a poor signal, possible router issue on 11/6/22.
  Customer sent several inappropriate/abusive messages (Inc. 3 tickets total), likely just expressing frustration, as a follow up to a lack a response.
  Starlink customer support replied within 72 hours (11/9/22) of original ticket inquiring about outage; ultimately determining equipment may be faulty. Within 24 hours of conversing, customer had a tracking # replacing the entire unit.
  In the meantime, customer cancelled subscription, reached back out 11/11/22 to reactivate service. Starlink support provided assistance.
  Issue has been fully resolved as customer has been online, fully operational since equipment replacement.
  
  Business Response /* (1000, 14, 2022/12/23) */
  Thank you for bringing this to our attention. A Starlink associate has investigated this issue and researched the below. No further action for customer or Starlink at this time.
  
  Customer inquired about a poor signal, possible router issue on 11/6/22.
  Customer sent several inappropriate/abusive messages (Inc. 3 tickets total), likely just expressing frustration, as a follow up to a lack a response.
  Starlink customer support replied within 72 hours (11/9/22) of original ticket inquiring about outage; ultimately determining equipment may be faulty. Within 24 hours of conversing, customer had a tracking # replacing the entire unit.
  In the meantime, customer cancelled subscription, reached back out 11/11/22 to reactivate service. Starlink support provided assistance.
  Issue has been fully resolved as customer has been online, fully operational since equipment replacement.

• Initial Complaint

  Date:11/06/2022

  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 was advertised unlimited high speed no data caps internet service for ******** by SpaceX if I spent 600.00 for equipment that is non refundable in July 2021. Friday I was sent an email from the company telling me that if I used my unlimited internet from the hours of 7am to 11pm more then 1tb in my billing cycle I would be slowed down for abuse of service. I didn't spend 600.00 for equipment for an ISP that had data caps. I feel swindled by this company. They sold me a product under the advertisment of unlimited no data caps service only to change terms after I paid off my equipment. This is in my opinion a classic bait and switch because of over selling their service so they are unable to maintain their current customers. Which is a Starlink problem not a customer problem. I feel that old customers should be given what they were sold no data cap internet. I feel I was defrauded out of 600.00 of equipment on top of all the devices I bought for my home that use internet and now need to be unplugged as I don't have the data to run them such as wireless security system 500.00 4k tvs 760.00 these upgrades were made to my home after get ********** high speed unlimited internet as I could finally use these things with their internet now however they use to much data so I have to turn done the resulution on the TV's unplug the wireless cameras. Their useless now. This is not fair to the customer to be advertised no data cap service only for it to be switched after buying their equipment that in the contract says you can't even sell.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 14, 2022/12/23) */
  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:11/06/2022

  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.

  After paying the $99 deposit, we finally received our unit in February 2022. We paid the remaining $503.53. We were charged for service for 3 months until we cancelled because service was not available in our area. Service is still not available, but we are outside of the return window. We are almost $1000 in and there is no way to return the item, no customer service number for help and we have no internet service. Why would a business charge for service in an area when they know that service is not available?
  

  Business Response

  Date: 12/31/2022

  Business Response /* (1000, 15, 2022/12/31) */
  Thank you for bringing this to our attention. A Starlink associate has responded directly to the customer via ticket portal.
  
  
  Consumer Response /* (3000, 17, 2023/01/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Starlink said they had service for the address I provided them. It does not work at that address and they will not let me return the equipment for a refund. The company's response did not address the issue and did not allow for me to email or call to respond. They immediately closed the case without any interaction from me.