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:09/18/2022

  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.

  Starlink was running fine when I initially set it up in July 2022. A couple weeks ago, the service abruptly stopped and I have not been able to get it to work at all since then. I have tried every troubleshooting method listed on the Starlink app with no success, but at this point I think it's hardware related. I contacted Starlink for a full replacement of the satellite dish, router, and cables. I have not heard anything from support and would like to receive a replacement of hardware.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 8, 2022/10/04) */ 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:09/16/2022

  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.

  8-10 months ago I ordered Starlink internet service. For a $99 prepayment they put me on a 'waitlist', while they placed enough satelites to adequately serve my area. The monthly service rate was quoted as $99. While on the wait list the rates increased to $109. This was all OK. About 3 months ago they e-mailed me advising that if I subscribed to Starlink RV, it was immediately available. The rate was $135, without the normal speed guarantee. The equipment and set up fee was the same at $599. I accepted the offer, and have been very satisfied with the service. Now I have been notified that my turn has come up on the 'wait list'. They tell me there is no provision to change from the $135 RV service to the $109 residential service. As far as I can tell the equipment is identical. The only option they are offering is to pay another $599 for another set of equipment. This does not pass the "Reasonable Test". There must be a way to change from Starlink RV to Starlink residential at either no cost or a minimal fee.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 8, 2022/10/04) */ 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, 11, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no offer of resolution to the original complaint of their refusal to change from RV service to Residential service. They have offered a solution to the degraded service problem. They are sending a new modem and cord. It will be a week to ten days before I know if this works.

• Initial Complaint

  Date:09/15/2022

  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.

  Hello, My name is *************** and I was asked to assist in reconciling accounts and previous purchases done by former IT Director of Flagler County *************** Starlink was pre-ordered by ************, but was never received. The preorder shows as refunded; but this refund was not received due to card cancellation. I provided Starlink proof of card cancellation on 7/29/2022 and still have not been successful in securing the refund for the $99.00 USD paid as a deposit. Currently, their website does not even provide an avenue for resolution. After many months, I have been unable to reach anyone directly through their system and still want to obtain the refund for the device not received.

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/27) */ 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, 2022/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund is now resolved. Thanks BBB for your assistance!

• Initial Complaint

  Date:09/15/2022

  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 put down my $99 deposit for Starlink internet. The app will not download to my phone. So I have a problem right off the top, and there is absolutely NO customer support of any kind. Just "Thanks for your money sucker, we do not want to deal with customers!" This is absolutely no way to run a business. I want to be contacted by some form of customer support or I want my money back!! What is wrong with these people at Starlink? This is almost fraudulent. Just take your money and blow you off? This should not even be legal. I would like to use Starlink's services, but not at the expense of being treated like trash. I can see by the robo responses to other complaints that they do not care in the least about their customers.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/27) */ When customers successfully place a preorder for Starlink, they receive an email confirmation that verifies their order was placed, and includes instructions on how customers can log into their account. Customers are informed of their estimated service availability date while placing the order, and are able to view this information at any time by logging into their customer account on Starlink.com. As a developing network experiencing high demand, estimated service availability may change over time. For this reason customers are able to cancel at any time for a full refund of their deposit by logging into their account on starlink.com. If a customer inputs any incorrect contact information on their order, there is a Account Recovery function at ***************************************** that allows customers to correct their information. Once it is time for a customers order to convert, they will receive an email informing them, and will then gain access to the Customer Support team. We have verified that this customers contact information is correct, and they have access to their account.

• Initial Complaint

  Date:09/15/2022

  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 ordered StarLink RV service after canceling the home service because StarLink did not plan to have service at my home until 2023. StarLink refunded my $99 and then charged me $692.43 on September 9th (which I agree to paying). However, My Account page on the StarLink site does not even show the order that they charged me $692.43 for, and I have not even received a confirmation email from them. There is no way for me to contact them via phone, email or even on their website via secure message. The resolution I am looking for is to confirm my order and give me a ship date because when I placed the RV StarLink order for $692.43 their website said the equipment was ready for immediate shipment.

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/27) */ 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, 2022/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) StarLink contacted me and has resolved the complaint. My internet is fully functional. Thank you.

• Initial Complaint

  Date:09/08/2022

  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.

  On January 14, 2022, I paid my reservation fee for Starlink home service, $99. I was told that I would be contacted when the product was ready to ship, sometime in the summer of 2022. I was contacted by email over the 4th of July Holiday week while I was out of town on travel. Even though I waited 7 months to be contacted, I was only giving a few days to respond, and they canceled my order. I lost my place in line for service which could take up to another year now, AND.... they processed my refund to a credit card that no longer exits. The ONLY contact from them is by email, which tells me to contact Customer Service, but there are literally zero instructions on how to do that, and nowhere does a phone number exist. It also tells says you have to have an account to contact them, but they cancelled my account. Out of desperation, we paid a Second deposit of $99, hoping I could speak to someone, and get my original request reinstated and get a refund. Afterall, this is a very high profile company, so I did not expect to be taken advantage of. After paying a second deposit, and being told my place in line is now sometime in 2023, there is STILL no way to contact them. After much clicking and digging, I was able to locate a request form which states they will get back to you in 3-4 weeks. I have tried multiple times over the past 4 weeks to submit this form, on different computers and with different web browsers, and each time you get an error message "Something went wrong on our end. Please try again.". This is not until you fill out the entire form. So I am now $198 in the hole, have no way to speak to anyone, their request form has not worked for over a month, and I have no expectation of service for at least another 7 months, if at all.

• Initial Complaint

  Date:09/07/2022

  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 using Starlink since March of 2022 and have had no issues. Initially they had issues with sending the hardware to my address and contacted me that they had to cancel my original order and resend. I received the equipment and set it up without issue. I second box arrive and my wife confused it with original and stored it under the house. Recently from some flooding I moved the boxes to find this box with a complete set of unused equipment. I contact Starlink and asked if I could purchase it and add it to another address but they said no and said to send it back which I did. I asked the representative to confirm that this will not affect my current working hardware and my account. Unfortunately they did not process it correctly and disconnected my working hardware which I had purchased. I have contacted customer service through their online app and have not gotten any response. I do not have internet and am now being ignored. This is unacceptable and It won't even allow me to cancel my service and send back my purchased equipment to get a refund. Terrible service.

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 8, 2022/09/27) */ 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, 10, 2022/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have fixed the problem

• Initial Complaint

  Date:09/03/2022

  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.

  In spring 2020 I had some issues with my internet service with starlink. I reached out to them and their customer service team said there were no issues and just to make sure all the cables were connected properly. We did this and the internet seemed fine. In July, I contacted the customer support team about what to do in event of a move. I no longer had use for starlink internet. I was told someone else could use the equipment and the account could be transferred. I worked with the customer support team to make this happen. A month later my friend contacts me to tell me he couldn't get the internet to connect and suddenly customer support tells him he received faulty equipment. If it was faulty and they can detect this why was it allowed to be transferred. My friend had been unable to get any equipment from starlink due to shortage in satellite and had been waiting almost a year. But as soon as this happened they offered him new equipment for $599. Seems odd that he couldn't get new equipment but once he got access to my equipment he suddenly could pay the $599 to get new. When I talked to customer support I asked why it wasn't detected that this was faulty before transfer and was told it wasn't showing any faulty alerts at that time. But was told in a separate message that I simply provided faulty equipment. Now the equipment I gave apparently can't be used and even if I wanted to have this as a back up and get it back I am Unable to do so. I'd like a resolution. If they wanted my friend to buy new equipment they should have simply not allowed the transfer. As a whole it's impossible to talk to anyone at Starlink and everything is done in messaging which leads to delays and frustration on the customer side.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 9, 2022/09/27) */ 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, 11, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to hear from an associate from This company.

• Initial Complaint

  Date:09/01/2022

  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.

  I have be having problems with starlink internet for a while now. I pay $110 a month for the service, which is a premium price for internet. The internet has be slow, and at times its so slow it can't even be used to load a simple web page. Speeds as low as .70 mbps. The latency is horrible and my child can't game online due to this. The service started great for about 3 weeks, then it went downhill from there. I imagine this being a technical issue that cannot be resolved by the steps listed in the self troubleshooting guides provided when I ask for support. The customer service/tech support seems to be non existence. There is no contact number, and no contact email for starlink internet. I filed a trouble ticket when problems first started, but it was weeks before I received a reply. The reply only repeated the self troubleshooting steps, with no reply after I responded that this did not help. It has only gotten worse. So, I tried submitting another trouble ticket, but no reply. I paid $500 for the equipment and $110 a month for service, but there is no service from starlink. I need someone to contact me with a resolution or refund me. It would also be nice if a technical service company like starlink, had technical support, or customer support.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/14) */ 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:08/31/2022

  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.

  My daughter bought me a Starlink Satellite for internet service. She put in my banking info and they immediately started taking out service payments even tho we had not connected it yet. (Our new cabin is still not done yet) We have not been able to call or email anyone to discuss our issue about our service (we are having to pay but not having any service yet). We paid a few months til my debit card was hacked and haven't given them the new number because I don't want to pay while I am not receiving any service. I have seen many similar complaints about the lack of service and the lack of having any issues resolved. How can a company do business without having a customer service that is dependable? We have a Starlink unit that is unusable to us until it is installed and to get service going they will want a few months back payments when there was no service rendered for any payments we have made. This is quite a Big Rip Off if you ask me, they take the money but provide no way to get any issues resolved. I hope you can do something about all this. Surely Elon Musk does not want the bad publicity his company gets from not providing good customer service!

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/09/02) */ Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.