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:11/05/2022

  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 live in a rural part of Washington where internet and cellular service very limited. Last year, we finally were able to get Starlink Internet service. We finally were able to watch a movie or enjoy music streaming without buffering or interruptions. Prior to that, we had a line of sight service which was very poor and very unreliable. Century Link internet service is available in the town nearby, but doesn't come out to where we live. For cellular service, we have Verizon, but it doesn't work where we live and get absolutely zero signal. Therefore, we use WIFI (Internet Calling) for phone use. We depend on internet for everything we do; from entertainment to work to keeping in contact with family.
  
  Yesterday, I received an email from Starlink saying that they will be imposing a 1 TB data cap (Fair Use Policy) on service and that in the last 6 months, there was at least 1 month that we exceeded that. The email went on to state that if we continue our usage trends, we may be bumped down to a basic service which will impose limited internet speed, but can have priority access back at a steep price of 25 cents/ 1 GB of data.
  
  I understand that some people use the internet improperly, but we only use it like anyone else. However, we also have to depend on internet more since we don't get any cellular service. I have read that most internet providers have some sort of data cap (typically 1 TB), but we live rurally and the whole purpose of Starlink in the beginning was to provide rural areas with unlimited internet. Now they're imposing a data cap. Comcast has a 1.2 TB cap. Comcast allows more data and is available in urban/suburban areas where cellular service is also abundant. I feel that Starlink (designed for rural areas) should at least have a larger data cap than what other providers have if they want to call it a "Fair Use" policy. Starlink also has no avenue to contact them for raising concerns or another type in person customer service.
  

  Business Response

  Date: 12/18/2022

  Business Response /* (1000, 14, 2022/12/18) */
  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:11/03/2022

  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.

  After waiting a long time we were finally allowed to get a Starlink router and antenna which they claim was shipped 04/27/2022. Once it finally got here weeks later we followed all instructions and set it up. The service was spotty and erratic despite the app saying we had picked a good spot for the antenna on the roof. We went to cancel service and they wasted months of our time to do that. We were told return labels would be sent to us. They never came and here I am months later after finally getting the thing to go into "stow mode" with it packed and ready to go. I can't reach them as they don't have a way to contact them and the account used to log in seems to be blocked an no longer works. Nothing should be this enraging and tedious. I want to send this damned thing back and get a refund which was promised many months ago. They said shipping labels will be emailed and need to be printed. Can't print what was never received. Stop wasting people's time and frustrating them and actually give some customer service. Send me actual labels that I can put on this box and send back for my refund.
  I'm actually shocked that they're allowed to have zero actual customer service agents or support agents to talk to. Their system is utterly dysfunctional and a barrier to getting things solved.
  Original order number:********************** It has been absolutely frustrating attempting to deal with this company.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 9, 2022/11/29) */
  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, 11, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It took entirely too long for them to respond and I'm grateful that BBB got them to respond as they had flat out ignored me for almost 5 months at that point in time. I waited until the credit showed up in my account to make sure it actually went through before responding here. I'm still shocked that a huge corporation like this literally has zero customer service

• Initial Complaint

  Date:11/01/2022

  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.

  Hi there, we ordered the Starlink satellite for our internet. We are having a house built which should be ready to move in mid December and therefore have not requested internet service as we aren't living there yet. However Starlink have charged and will continue to charge $161.00 Cdn per month. I reached out to them but they said this was their policy?? How can a company who is not providing the service charge this?? It is daylight robbery!
  

  Business Response

  Date: 02/19/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that there is not enough specific or adequate information provided in this case to assist the customer, resulting in a delay.  The information such as email and telephone number provided does not match any records internal to Starlink.  If the customer could provide a full ********************** account number or ticket number, we could would be happy to assist.

• Initial Complaint

  Date:10/29/2022

  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 have had Starlink service for over a year now. My service has always been spotty, but I kept reading that it would get better. After a year+ I decided to cancel service. The website, in regard to canceling service states, "Your service will remain active UP UNTIL THE DATE PAID FOR, and will be REMOVED from FUTURE billing cycles." I used this information as a guide on when I needed to cancel by, which is BEFORE the end of the paid period. I canceled on the 25th of October because the paid period ended on the 26th. On 10/28 I was charged another $110. I've always been charged on the 27th previous to this transaction. I contacted support for a refund. Support staff stated, "Service remains connected until the end of UPCOMING billing cycle Automatically which is a month out. To avoid upcoming charges pause (cancellation) would have to be enabled within a week before billing cycle end." This is NOT what the cancellation policy on the website says. I've sent screenshots to support showing the contradiction, but keep getting the same response. The policy can't be one thing publicly, and then another thing once a cancellation has been completed.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/31) */
  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:10/28/2022

  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 preordered the Starlink service and paid a deposit of $99 approximately one year ago. On Wednesday October 26, an email was sent to me. The email stated that I had 24 hours to confirm my order or it would be cancelled. This email was sent one week prior to the midterm elections and I did not notice it among the hundreds of political emails that I received on the same day. On Friday, October 28, I received another mail confirming that my deposit was refunded and my order cancelled! The email stated that I could reorder the service but I now find that it is more expensive! I am among many thousand that have had this happen to them. I believe that a single email 24 hours prior to cancelling a service I have waited a year for is unconscionable and I believe that act by Starlink was intentional in order to raise the cost of the equipment. Equipment I had already ordered and did so in good faith. Starlink had the use of my money for 1 year. I had nothing. This is an unjust loss for me and an unjust enrichment for Starlink. I received ONE EMAIL, ONE DAY BEFORE the order was cancelled!
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/07) */
  When a customers deposit is ready to be converted to a full Starlink order, we alert customer via the email associated with their account that they have 7 days from email receipt to opt in and place a full order for Starlink. After this initial emails, we send several reminder emails. One is sent 3 days before the 7 day period is over, and the other is 1 day before the end of the 7 day window.
  
  We can confirm that we provided these emails on 9/6, 9/10, and 9/12.

• Initial Complaint

  Date:10/25/2022

  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.

  Put my down payment on Starlink March 21, 2021 for $99 to my credit card (Master Card). I waited until Oct 1, 2022 for the equipment and got nothing. I decided to cancel the order. The card on file was cancelled and so was the account. After waiting 15 days as StarLink requested, I didn't get a refund. I called the credit card company and they said that the card was cancelled and no refund would be able to be deposited into that account. I opened a ticket with StarLink:
  *************
  10/17/22
  I have not received a refund for the $100 deposit. Can you check if it has been given and to what credit card?
  STARLINK
  10/17/22
  Our records indicate that your order has been canceled and refunded to the original payment method on 2022-08-24. Unfortunately ,this cancellation cannot be reversed at this time. If you would still like to receive Starlink, please sign up again on Starlink.com with a different email address. If you have not received your refund and 10+ days have passed, please have your bank issue a statement to you on their bank letterhead indicating that refunds have been rejected and the reason why. You may submit the letter to us here as an attachment as proof. Once obtained we will investigate and reach out to you. My Card was canceled, what do I do? ************************************************************************ My Bank account was canceled/closed. How do I receive my refund? ************************************************************************
  This issue has been closed.
  I cannot create a new ticket or respond to this ticket that I created. When I try to create a new ticket it says that there is an error on their end and to try again. StarLink has no email or phone to contact anyone about it. I can't even change or add a payment to the account now. I want my refund of $99 but don't know how to get it and don't think it is right for StarLink to steal my money.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/11/07) */
  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, 7, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one has contacted me or emailed me. I request that they mail me a check.
  
  Business Response /* (4000, 17, 2022/12/31) */
  Thank you for bringing this to our attention. A Starlink associate has responded to customer. Customer is encouraged to log into portal as pertinent information is available regarding case.
  
  
  Consumer Response /* (4200, 19, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Starlink sent document with confirmation of payment to the refund to credit card company. Credit card company says that they didn't receive the payment because there was no account to deposit too. The account at the credit card was cancelled at the time of refund. So the fund might have gotten to the credit card company but wasn't deposited to my account. I don't know who has the money or how to get it back. Would like a refund by check to my home address.

• Initial Complaint

  Date:10/19/2022

  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.

  On 2/23/2021 we signed up for the SpaceX internet service. After multiple promises and delays, we cancelled. We are due a $99 refund. After the lengthy wait, we changed our credit card number with Navy Federal Credit Union, so the refund supposedly sent on 6/1/2022 never reached us. I finally got into the STARLINK system (very user unfriendly) and requested a refund. STARLINK advised that I need to get a letter on Navy Federal letter head stationary that we never received the refund. STARLINK knows good and well that the refund did not go though. I am totally disgusted with first promises of service that kept getting delayed and now the REFUSAL to refund our $99. It should not be our responsibility to request a letter from our bank, which probably will be very difficult to obtain. But that's what I guess that is what STARLINK is hoping for.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/24) */
  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, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  StarLink stated above on Oct. 24, 2022 that a Starlink associate will review this case, and reach out directly to the customer to resolve. Today is November 2, 2022 and no one from Starlink has reached out to us. The issue is still unresolved.
  
  Business Response /* (4000, 16, 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:10/05/2022

  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.

  In February 2021 I put down a deposit to internet service with Starlink. I cancelled the request for service a few months ago and requested a refund of my deposit. I had my account link to a credit card I no longer have an opened account with. I was told to get a letter showing the account was closed and the refund refused. I was able to get the letter showing the account was closed but not that the transaction was refused since I no longer have an account with Bank of America. I was told they could not issue me a refund since I could not get that letter.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 8, 2022/10/24) */
  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:10/04/2022

  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.

  We ordered Starlink Premium the first day it opened online and placed a $500 deposit (before they termed it "Starlink Business" for $2500 to purchase the satellite for service. They advertised first that we would get our satellites at the end of Q2, then they pushed it to the end of Q3. They advertised that we would have business speeds of at least 150 to 500 mbps. They also made it extreme difficult to contact support in the beginning by only having FAQs on their website. The normal speeds we get are the same as the residential satellites that they offer. Right now our speed is only a 36 download and 4 upload and they are charging us $500 a month for this service. The same service as the residential. They have rejected my request for a downgrade and will not provide a partial refund and return for a residential product that is the same service. This is unfair business practice. At least let us downgrade our service and partial refund the satellite cost via store/statement credits.
  

  Business Response

  Date: 10/21/2022

  Consumer Response /* (2000, 8, 2022/10/21) */
  This case has been resolved. SpaceX has provided a refund and downgrade. Thank you.

• Initial Complaint

  Date:10/02/2022

  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.

  I signed up for Starlink internet service a year ago. In July of 2022 I contacted Starlink through their app (there is no other way to contact them) to cancel order and request refund. I received an email that the refund was processed but after 2 weeks had not received it back into checking account that was used to place original order. I was able to file a support request through the Starlink app. On Sept 14th I received this response:Hey ******,Thank you for your patience. We took a deeper look into our processing portal and it looks like the refund was never properly issued. We have manually pushed the refund back to your original form of payment. We have now also attached the refund letter stating it has been refunded. Please allow up to 10 business days to see the refund back into your account. If you have any further questions please do not hesitate to reach back out. When I login to the app, I get the message: THIS ISSUE HAS BEEN CLOSED.I still have not received my $99 deposit refund, and it is impossible to contact anyone for customer support other than using their app, which will not allow me to pursue this any further.My Starlink account number **********************

  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: 01/28/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  On Jan 13, received email from Starlink customer support that refund had been processed and that it went right thru. As of today Jan 28, still no refund has posted to my bank account that the original deposit was drawn from. This is the third time that customer support has stated that it has been processed and still I have not received the $99 credited back into my account. Can they just send a check?