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: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
  
  

• Initial Complaint

  Date:01/14/2025

  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 been a customer for several months. I want to continue being a customer. However, I want ********************** to pause my service and stop trying to bill me $165 for January 13 - February 12. I actually paused the service back in December after an enormous amount of effort.StarLink allows customers to pause their service. We only use it for camping which we typically stop in December. I attempted to pause (option provided by StarLink) in early to mid December. I used my wife's phone to call StarLink customer service (my phone was broken). I was only reaching a system that would not allow me to reach a human. The automated system required that I know an abnormally long account number. I was unable to get this number due to my phone being damaged. The December payment of $165 was declined. I attempted to keep StarLink from making the payment because I had no other way of pausing the service. I could not delete my card on file either. StarLink eventually captured the payment. I installed the app on my wife's phone, just so I could log into the system and pause the service. Today (January 13) StarLink is again attempting to bill my credit card $165. The transaction is being declined (locked card). I filed a ticket and StarLink indicated that I had to pay January 13 - February 12 bill. I called SpaceX (parent company) over 10 times. I have called various StarLink numbers over 10 times. I have told StarLink (support ticket) I do not want my credit card charged and that I have attempted to pause my service since December. I told them I intended on filing a dispute with my credit card issuer. I told them about my broken phone. I told them how hard it is to remember and enter a 14 digit account number into their system. I told them I cannot reach a human. It is like the company intentionally makes pausing the service difficult.

  Business Response

  Date: 02/14/2025

  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-*******-*****-68
  
  

• Initial Complaint

  Date:01/12/2025

  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 requested Starlink internet service on 11/12/2024. Upon requesting the service, you are asked to include credit card information for automatic billing and your account is debited when the equipment ships. The order is in I "pending" status as off today 1/11/2025. I have requested multiple times update on the status of the shipping however I only get ambiguous information and no concrete answer. I can no longer wait for their equipment availability as I need interne service in my home. I requested the service from another company. I have asked Starlink to cancel my order to make sure I don't get billed for their equipment and service whenever it becomes available. Despite multiple messages trying to explain this, they keep ignoring my request to cancel the account. I just want my account canceled and I want to make sure they don't charge my credit card.

  Business Response

  Date: 02/14/2025

  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-*******-*****-46
  
  

  Customer Answer

  Date: 02/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They closed my account, and I am satisfied with this resolution.  
  
  Sincerely,
  
  ****** ********* *****

• Initial Complaint

  Date:01/07/2025

  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 canceled my Starlink monthly plan in 2023 but have not yet returned the hardware. I would now like to return it to request a partial refund. However, when I contacted their support team, they informed me that returning the hardware is no longer possible. I couldnt find any mention of a return period, and they did not provide any options for sharing feedback or suggestions on what to do with the hardware in this situation. Overall, I am dissatisfied with their service and lack of feedback channels. I would like a return of the hardware and a refund.

  Business Response

  Date: 02/14/2025

  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-*******-*****-43
  

  Customer Answer

  Date: 02/14/2025

   
  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:01/03/2025

  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.

  I'm reaching out to see if you can help, as I have hit a brick wall with ***************************'s a brief timeline synopsis:My Starlink hadn't been used since 10/13, when we had evacuated from Hurricane ****** (we only use it for RV travel).10/21 - my automatic subscription payment of $165 was drafted from my checking account.Ironically, that same day, I received an email that my account was disabled. Shortly after that email, I received an email that a support ticket was opened (which I did not open).I was not able to get into my account via my email address, but was able to via my boyfriend's. To be on the safe side, I deleted my personal email from the account, and added my work email. I was then able to open a support ticket via my account, which is the only way to get any assistance from Starlink. After a few days of not hearing from them, I opened another support ticket. A few days passed, and one of the tickets said something like "in process".When I went to check on the status a day or two later, my account again said it was disabled, and I could not log into it with either email associated with the account so we cannot submit any support tickets anymore.I did some ****** research, and was able to find an email address that might possibly get to someone at Starlink, but nothing was resolved via email either.We were sent a link to fill out a form, which we did probably a half dozen times now, and still haven't not heard from anyone.We even tried activating our equipment again, and just received a message saying it was already associated with an account.We spent a lot of money on our equipment, and loved the service, until we weren't able to use it anymore and are getting no help from anyone at Starlink!

  Business Response

  Date: 02/14/2025

  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-3282300-74840-39

• Initial Complaint

  Date:12/19/2024

  Type:Product 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 a StarLink hardware package on December 7th. Product never was received. I have reached out to both the carrier and the shipper and no one has returned my call. Starlink does not have a customer service number to call. All their complaints to are through an A.I. chat box on their website.

  Business Response

  Date: 01/03/2025

  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-3722925-51378-52

  Customer Answer

  Date: 01/03/2025

   
  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:12/19/2024

  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.

  This complaint is around Starlink. I order their equipment on October 31 have shipped November 1. I contacted them to let them know. I did not want them to automatically activate my equipment because I am out of state for months. I only purchased this equipment to help their company grow and would get to activating it once I got back in the state. They said no problem on December 15. I returned and set up the equipment and clicked activate. Immediately my bank notified me of a charge of $81.14. I contacted Starlink and all I get is an automated response saying do you have two accounts which is crazy, they have all the technology in the world. They know the answer to this they sent me a screenshot of the charges from 2022 and then from 2024. There are a total of four charges. Its really a no-brainer. All theyre doing is wearing me out and getting me to just forget about it. When you buy their equipment, you have to pay for the first months service fees, which is $120. That was paid. I have been falsely charged $81.14. I want that returned and they need to compensate me for all the time I have put into trying to get that money back. Im not giving away free money.

  Business Response

  Date: 01/03/2025

  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-*******-*****-42

• Initial Complaint

  Date:12/17/2024

  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.

  Absolutely worst customer service I have ever experienced. I literally ordered a power supply that under app says is the one to the Starlink that I currently have. Will they send me something completely different that will not work and then Im having the hardest time to get a hold of customer service to resolve this issue Im literally paying for service And its a big issue. I need my money back. I need this issue resolved. Its ridiculous. I need the right item that goes with my order without any lag time.

  Business Response

  Date: 01/03/2025

  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-3707552-37822-49

• Initial Complaint

  Date:12/03/2024

  Type:Product 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.

  Upon cancelling my Starlink satellite internet, I was instructed that I could mail back my physical equipment and receive a $200 refund. They state the refund was issued on 11/18/2024 and to allow 15 days. I have the email to such, but have never received the $200 refund. I have confirmation they received the equipment. I have opened two tickets to questions these issues, to which they say the same thing both times and close the ticket without refunding my money, nor returning my equipment. I did receive a credit of $120, as they stated I would, for the cancellation of the service. I included that screenshot of that received and credited. The tracking number of the ***** returned equipment is ************.

  Business Response

  Date: 12/06/2024

   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-*******-*****-59

  Customer Answer

  Date: 12/06/2024

   
  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.
  

  Granted it took me three tickets with them and this complaint for them to finally tell me the refund went to a different card than I knew was on file. I have the refund. I was unhappy about their customer service, to which I have let them know. But all I wanted from this was to get my refund, to which I have.
  
  Sincerely,
  
  ******** *******