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:04/30/2025

  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.

  March 30, 2025 account access to the ********************** and router were compromised and the account information will not give permission/access to the system. Need account link restored there is no other way to control internet access in this rural area and I have been paying for this Internet. I have the invoice for the whole next month of service that should be proof enough the account belongs to me. 41841466-67337-89 Invoice Date: Sunday, April 20, ********************************* *** some a new kit Im not paying again because of an account issue.

  Business Response

  Date: 05/02/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that there is not sufficient specific or adequate information in the case to assist the customer. 
  If the issue has not been addressed or fully resolved through the Starlink Customer Support application, we ask the customer to please provide the full ********************** Account # or internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx)

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Abureedah

• Initial Complaint

  Date:04/27/2025

  Type:Customer Service 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 bought my starlink and set it up on 04/23/2025. When I set it up there was a glitch on the website only showing the pricing side of the screen. This caused me to choose a business account. I have opened multiple tickets in the app, starlink customer service never responds but closes all of my tickets citing "issue resolved" without resolving my issue or simply even responding to me. I need to change my service plan to a residential plan as I am not a business. Please have them reach out to me for a resolution.

  Business Response

  Date: 04/28/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-53

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/21/2025

  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 4 years. I have never had any issues until this past week. I had been off of work on short term disability & was awaiting payment at which time my service was interrupted on 4/16/25. I paid the bill within 2 hours of it being disconnected. Payment processed. Posted to my bank account the next day. ********************** has continued to tell me I had to wait 5 days for the payment to post on their end. Today 4/21/25 is technically the 6th day. Still no response on their ********** have not responded except for repeatedly telling me it would be up to 5 days to be turned back on. I provided them with my end, the payment posting & my service still being off. My children rely on this internet as well for their school work as they are in virtual school. There is no phone number to contact them. You can not chat with a live person. If you send in for a message, it is HOURS later to days later for a response from them. I owed $330 to which was paid. I am asking they credit my account for each day the service is disconnected as I paid the bill on 4/16/25.

  Business Response

  Date: 04/25/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-4697764-27607-63

• Initial Complaint

  Date:04/21/2025

  Type:Product 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.

  Auto pay took my payment and service was cut shortly after. Upon contacting Starlink I was given an automated response and received a human response 4 1/2 days later and was told they couldnt help me despite giving them a screenshot of my transaction which had posted 4 days prior. I was told that all transactions take 5 business days to process despite every other payment processing in less than an hour,

  Business Response

  Date: 04/25/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-53

• Initial Complaint

  Date:04/14/2025

  Type:Billing 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 purchased a Starlink kit with a regional discount. I was not told that I would be charged $300 if I changed my plan. I got a notification on April 12, 2025 that I would be charged $300 in 3 days. I have opened 2 support tickets asking what options I have to avoid the $300 auto charge to my card. Apparently I cannot turn off auto pay either. At the time of this complaint, I have opened a 3rd support ticket explaining that I do not authorize any further charges on my Apple pay card until this can be resolved. I would rather return the equipment than be charged $300 extra for changing my plan. The only responses I have gotten from those support tickets appears to be automated and does not address my questions.

  Business Response

  Date: 04/25/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-52
  
  

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/02/2025

  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 following ticket was created and sent to Starlink on March 29th regarding internet router stop functioning. The customer service number does not work and there has been no communication from Starlink. We live in a rural area so starlink is our only option for fast internet. Ticket created on March 31, 2025 ***** **** Router is not working today. Shows no power. plugged into another router and same issue. March 31, 2025 at 1:26 PM CDT ***** **** It is the standard kit SL-******-*****-29 serial number ************. Looks like router went out. How do I get another one shipped to ******************* Opelousas LA? Thank you! ***** **** Have tried to plug into multiple outletsstill no power. April 1, 2025 at 8:02 AM CDT ***** **** Hi, Please advise on next steps. This internet is crucial to my work and has been out for 2 days. thank you!April 1, 2025 at 9:54 AM CDT ***** **** Update: I have tried everything that your site and internet suggests to get router back up with no luck. Please advise on how to replace router.April 2, 2025 at 9:12 AM CDT ***** **** Day 3 check in: Device still offline. Please call me at ************ to discuss options. Unable to reach your customer service by phone. Had to purchase a ******* hotspot to continue to work, but need to know if I need to find another long term internet solution. Please provide an estimate on when you can ship another router.

  Business Response

  Date: 04/04/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-4556840-89855-65

  Customer Answer

  Date: 04/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/19/2025

  Type:Order 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.

  *** see Attached document ***

  Please help me to cancel my dead daughter's STARLINK account.
  
  ******* ****** Died 10/29/2022 leaving no info regarding her STARLINK
  account.
  
  No user name, password or account #. She lived with me until she passed.
  
  I have been trying to cancel her STARLINK account since early October 2024.
  
  If no user name, password or account number is available, it seems
  impossible to cancel the account. ********************** keeps ignoring my letters, credit
  card disputes and  it is not possible to contact them by phone because they
  do not answer.  
  
  I sold my house on October 24, 2024. Starlink accepted my monthly $120
  using my CITI MC. My daughter was paying the account until her death.
  
  CITI MASTERCARD changed my card # and the charges keep coming through.
  
  The new owners who bought my house with the STARLINK system have been
  trying to open their own account with ********************** without success.
  
  STARLINK SYSTEM: MODEL# UTR211; SERIAL# ************ 
  Location: ****************************************, **** & ***** *******.
  
  The last monthly charge was on 03/02/2025.
  
  Please help, I am 83 years old. If you need more info., please communicate
  with me.
  
  Thank you ,
  
  ****** ******
  ************
  *************************** 

  Business Response

  Date: 03/22/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-4483910-72507-48

  Customer Answer

  Date: 03/24/2025

  I received a phone call from SpaceX on 03/22/2025 morning regarding closing my daughters Starlink Account.
  
  The ********************** gentleman indicated that the account is being closed in response to the BBB inquiry.
  
  He indicated the new owner's should be opening a Starlink Account before it is shut off.
  
  New owners are:
  
                                           **** & ***** *******
                                           ************
                                           *******, CO 80449
                                           ************
  
                         Model #UTR211;  Serial #************
  
  I am not sending SpaceX my daughter's death certificate, you have got to be kidding. Her husband did not want a obituary.
  
  Is her Starlink Account closed?????
  
  After researching the reason for my complaint, SpaceX will cancel my daughters account and not give me a refund due to my disputing the charges with my credit card company.
  
  If SPACEX will follow through and do the right thing, I will be very satisfied.
  
  ****** M ******
  ************
  
  

  Customer Answer

  Date: 03/28/2025

  I just talked to the new owners of the equipment/location and the professional local service company was able to create a Starlink account for them. Please reach out to SpaceX to see if they closed my (daughter's) account and won't charge my CITI MC on 04/02/25.
  
  Thanks,
  
  ******

  Business Response

  Date: 04/04/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-4483910-72507-48

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/17/2025

  Type:Product 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.

  This company scammed me out of $319.70 They lied about ALL hidden fees and allowed me to believe that my total was $319.70. They stole my money immediately and refuse to refund me. If you try to demand any refund, they lie and say that they can't or that if they do it will cost $170 of your refund to cancel. They lied and said the equipment was mailed out when in fact it was *****% not mailed out. It has all occurred over 24hrs. I want my money back in full as this is theft!!

  Business Response

  Date: 03/21/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-4436944-67289-64
  
  

• Initial Complaint

  Date:03/14/2025

  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 am a customer of ********************** since 2023, and have had this working very well until Starlink got its license to operate here in *******. Since last year video and voice calls are almost impossible for the platforms that I use to work from taking calls. Thinking that my computers (laptops) were the problem I went out and bought a new ****** ideapad yesterday morning. Upon taking it home I found that it would not connect to Starlink Wi-Fi no matter how many times I tried and even with the help of a technician on the phone. So this morning I took the laptop back to the store where I made the purchase and to my surprise they showed me that it connected to their FLOW internet system showing that the laptop works. I insisted that Starlink was up and running fine when the technician said that is where the problem lies and went to another computer store to have someone check and see that all my settings were in place for automatic connection. Again the laptop connected on the other 2 internet providers systems, so I thought I was all set for work to take my calls but on reaching home find again that Starlink is the problem constantly rejecting the ****** laptop from connecting to it. Twice or more I changed my starlink password yesterday and today but still I get a message saying that the very password for starlink that I got verification to change is incorrect on the laptop. Which is the very same password used on all other devices in the house. I do not have another network in my house. I urgently need to get my new laptop connected so that I can get to use it because the store will not take it back because nothing is wrong with the product. Starlink provides a robot which is useless. When I just bought the system I had humans that solved my issues. While I appreciate having starlink I am not getting the usual high speed and its poor for taking calls online. This is the sole purpose for making this very expensive investment. Now its not fit and even rejecting my laptop.

  Business Response

  Date: 03/17/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-4412723-65132-38

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I must state that the agent ***** made my day. He was patient and kind even though I was grumpy at first. Five stars for *****!????
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:02/18/2025

  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.

  On February 7, I purchased a Starlink standard kit which I received on Friday, February 15. I made an account and set up the equipment on Saturday, February 16, only to find that it wasnt working. No lights came on nothing worked so I thought if I activate the account then maybe it would work. I activated the account at around 5:40 pm (February 16) but the unit still was not working. I unplugged everything and re-plugged everything back in and then I saw a red light on the router, but it wasnt connecting to my cell phone or anything else. I adjusted the Starlink. I did so many different positions and I still couldnt get a connection due to the way, my house was situated and environment around it. At around one a.m. that night I requested to cancel the service and return the kit. I received an email with the label to print up which I did and I repackaged the unit to prepare it to return. I noticed that I was charged $120 upon activation and when I canceled the service it said Service canceled February 16, 2025. When I checked a little later, it said my service. would end on March 17, 2025. I created a ticket inquiring about a refund of the $120 since I was not going to use the service and because It wouldnt connect and no data had been used. I received a response saying that I I had $100 credit that I can use on the next billing cycle. Responded saying the credit would not be useful because I was not go Going to have service or the unit. Starlink support responded again, saying they do not refund the service fee once its activated. I looked at their terms of service. And cost 6.2 and 6.3 mention, I could get a refund in light of my situation. The company keeps insisting I cannot get a refund for the service only kit itself. I am attaching documents to show the interaction Ive had and other pertinent information regarding this case. Thank you for helping me. Try to resolve this matter. I appreciate you.

  Business Response

  Date: 03/01/2025

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-61