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:08/29/2022

  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.

  On February of 2021 I ordered StarLink. They stated that I would get my delivery by November of 2021. That was moved to mid 2022, and has now been moved to 2023. I have pain for the deposit and would love to finally speak with ANYONE regarding customer support. The Website does not allow for any support contact which is unheard of. I have a neighbor less than a mile away that ordered Starlink and got it within two weeks! How in the world have I not heard anything from Starlink when I have been waiting for a year and a half. This is important to me because I have ZERO internet options in my area and have not had internet for 4 years.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/02) */ 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, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a automated response and they clearly did not even read my complaint. This is not about the silicon shortage, as my neighbor ordered one and got it within two weeks. I placed mine nearly two years ago. My concern is that I am a quarter mile outside of the range and request that they help me by allowing me to purchase my order. I literally do not have access to any internet in my area and plead with starlink to assist me and my family.

• Initial Complaint

  Date:08/26/2022

  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 sent in a deposit for Startlink satellite services April 2021. AT that time I was told it should be in our area later that year mid summer, updated twice after t say mid 2022 so three weeks ago we requested a refund. I waited & waited. Finally T-Mobile came into our area & offered internet services. (I live in a rural farm area so my options are limited) I then decided to get a refund from Starlink. Which they say they gave a refund to a credit card ending in last four***** but my wife nor I nor the bank shows a card ending in*****. So you cannot talk to a live agent. Only communication is by a support ticket only if you request a refund. It states if the card you paid you no longer have or no longer use the bank that issued the card you need to supply a letter from the bank to Starlink customer support. Problem is they closed the case and there is not a way to contact customer support either thru the phone app or thru their starlink website logged into my acct.I submitted for a refund & I was told it could take up to 14 days. I waited & it did not come. Then I replied & was told the refund would be processed. They then closed the case. I did not get the refund. By them closing the case I cannot reply & there is no way to contact them. No phone number, no email, & their support does not work because they closed my case. I still do not have my refund & no way to contact them. Apparently they are given an F rating on BBB. Space x the starlink parent company I have seen does reply to BBB communications with a space x profile saying a starlink rep will contact the customer as there are a lot of customers with starlink issues and frustrated as there is no way to contact customer service at starlink to resolve any issues whether your an existing customer waiting on equipment or having a service issue with existing equipment or waiting on a refund they say they gave but clearly didn't. Please help us!

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/30) */ 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:08/26/2022

  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 received an email that my order was ready to ship with a fedex tracking number. It's been over 14 days and I have not reviewed my order. FedEx states that I need to contact vendor to star a claim. Starlink is impossible to contact. I did Not receive my dish and today I just got charged a $110 monthly service fee. I don't want to cancel my service because I have waited over 2 years for my shipment to be processed. Please help! Starlink Account Number ACC-*************** Service Address ******************************************** Starlink Order Number: ORD***************** FedEx TRACKING ID ************ Clip from fedex FROM Hawthorne, CA US Label Created 8/10/2022 1:18 AM PACKAGE RECEIVED BY FEDEX CARSON, CA 8/11/2022 2:24 PM SHIPMENT EXCEPTION CARSON, CA 8/13/2022 2:05 PM Todays date is 8/26-2022

  Business Response

  Date: 09/21/2022

  Consumer Response /* (2000, 9, 2022/09/13) */ Resolved. I was finally able to get in contact with someone

• Initial Complaint

  Date:08/17/2022

  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 requested a refunded from Starlink and was advised that the refunded was processed on June 18th 2022. I haven't received a refund and open a ticket on July 1st in respect on my refund and was advised that if I didn't receive it, to contact customer service as it may be due to the account no longer active. There is zero places on the ************ website that has a contact me or ticket button. Its been 2 months and im no resulted to file a complain. My account number is *******************. The amount of the refund is $99.00

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/23) */ 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:08/11/2022

  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 have ordered and paid for internet services from SpaceX's Starlink on 26 February 2021. I was charged $99 to be placed on a waiting list. I still have not received any equipment or communications from Starlink about my purchase. There are other Starlink customers in my service area that have received their equipment and internet services. Some who ordered theirs after I placed my purchase. I have attempted multiple times to find and contact customer service with no success.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/15) */ 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, 7, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This reply is the same standard response that is provided on the company's website almost verbatim. This does not supply an update to my account or order status. I would like to be contacted by a representative of the company or provided a customer service contact to discuss my account. I do not want a refund for my order I am looking for a resolution to my internet needs.

• Initial Complaint

  Date:08/03/2022

  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 my deposit with SpaceX Starlink in February of 2021. From the information that they supplied it was to be on a first come, first served basis so a deposit was needed to get in line for the receiving dish / kit. I see many folks who got their kits around my location that placed their deposits months after mine. They keep on bumping my delivery time back after stating a previous time. For instance right now their internet site states that they will have service to my area by mid 2022. Well buster, it is way past that. Along with that they have drastically changed their service map. Trying to get anything from customer service is non existent. No replies to anything. SpaceX Starlink is the worst cobbled together pile of crud. Tired of getting lied to and scammed by these folks. They know that they have most of us by the neck because there are no other internet options in my area.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 2022/08/23) */ 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.

• Initial Complaint

  Date:07/31/2022

  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.

  I purchased Starlink internet service 2 months ago. It worked as expected for about a week and a half. Then, it stopped working completely. I waited for 2 weeks for the company to ship a new router and cable. This was the problem according to them. I replaced it a week later when I had the time. It did not fix the problem. I contacted them again. They are now telling me the problem is that the dish is obstructed which is not the case and are telling me that I can receive a partial refund if I cancel my service. I want the company to send me a new dish, because I believe that is the problem or give me a full refund. Just for prospective, I have paid the company $820 for 1.5 weeks of internet service and they are offering me a $200 refund if I return their equipment.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/04) */ 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:07/26/2022

  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 bought Starlink for RV's and was automatically charged $135.00 for the satellite starlink subscription service (in addition for the product) with the promise that the payment for the subscription each month can be paused if customers weren't using it. However, there was no option or person in customer service to call to pause the service. The only thing the Starlink website says is that you can go into your account to pause service any time you want. Despite this, every time I went into my account, the service did not appear to even be there. This didn't stop Starlink from charging me each month. I've even tried typing in a service call and no one has tried to contact me to resolve this issue. This is extremely frustrating and would like at least a month of subscription refunded back to me and someone to explain how I can not only resolve this issue but how to accurately turn on and off the subscription as promised.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/04) */ 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:07/25/2022

  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 placed a reservation on SpaceX's Starlink Internet service on February 21, 2021 for $99. On March 30, 2022 my reservation was canceled and the refund for my reservation was processed. However, even though I had update my billing information, they processed the refund to my old bank account that was closed. They do not have any customer service contact information other than to create a ticket online, which rarely works. I was able to create a ticket on May 18, 2022. They responded back and I followed the steps they gave me. I finally was able to respond back on June 22, 2022 stating that the bank account that was originally used was closed on 1/19/2022 and that I have a letter from the bank stating that. On 6/28/22 I logged in and saw the ticket was closed without a response from my 6/22/2022 update. I then got an update from them on the same day stating that they were going to escalate the issue. They then gave me a generic refund letter from their credit card processor showing that a refund was issued. I then contacted Chase bank and they have no way of seeing the rejected refund. I updated Starlink support with this and they stated that they'll have to look into it. I got an update on 7/1/22 that the refund was approved and they needed the new account information. I gave them that information and on 7/4/22 they closed the ticket stating that the refund has been submitted and it may take 5-10 business days for me to receive it. It is now 21 days since that update and I have still not seen a refund. There's is also still no way of contacting anyone and I cannot reopen the original ticket nor can I create a new ticket. I have decided that the only way for me to get a refund is to go through legal means.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/29) */ 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 /* (3000, 12, 2022/08/16) */ I still have not been contacted by SpaceX. I did not update this case since their response due to me waiting on them contacting me. But since this is now two weeks past their response to the case I am making my reply back.

• Initial Complaint

  Date:07/25/2022

  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.

  I spent $700 purchasing a starlink dish/router that came with a cable, and $110 for monthly internet service. The box arrived in late June, and I first hooked it up July 4th, doing a test run with my brother who was visiting. I'm only up at the house Thursday nights to Sundays, so I brought the dish inside as it wasn't yet fixed to the roof. The next use was the weekend of the 15th-17th, and all worked fine. The person coming to affix the dish to the roof was arriving on July 22nd so I brought the dish back inside on the 17th. However, from the evening of July 21st, when i arrived up at the house and put the dish back out on the roof, it no longer worked, and no troubleshooting listed on the starlink site, helped. Nothing has helped and my only recourse, according to starlink website, would be to buy a new cable. Given that this one was less than a month old, and the whole investment so expensive, I refuse to do that. Unfortunately, Starlink seems to have NO CUSTOMER SUPPORT. this is outrageous considering the monthly cost. I need help troubleshooting, and if it's a cable problem then the one I received is faulty and I should be sent a new one. I just want it to work, and I want a credit for the weeks that it isn't working properly. I'd like to keep the service but I need someone from Starlink to get in touch with me and help me. It is NOT clear on their website that they have NO LIVE CUSTOMER SUPPORT.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */ Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.