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:10/05/2024

  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 Starlink dish began to continuously bootloop, which means, no service. Contacted support. The delay was unwelcome, but the agent was helpful, and said remote diagnostics indicated router problem. Sent me a new one. Ok Wait Get the new router. Try it. Doesn't work. Internal diagnostics on the app show no cable issues. So, my dish is busted. Contact support. They insist on sending me a cable. I push back, get nowhere. Fine.Wait New cable arrives. It is stupid long. Whatever. Do the thing. Bootloops, as expected. Contact support.THEY CLOSE THE TICKET AFTER STATING THEYRE SENDING ME A STANDARD DISH REPLACEMENT.What? I can't reopen the ticket to tell them thats not the right dish. ***? Maybe they just made a mistake.Get the new dish. Nope, its the wrong guy type. It is in fact unusable by me, because I need to use a mount. Contact ********** reply No reply No ********** another ticket the next day, complaining that support won't respond. Get a reply in hours, stating that I have multiple tickets open, that they're closing this new ticket, and that someone will reply to my other open ticket.......except, that didn't happen.I am now 6 weeks without service. I have a dish I can't use, for a service I pay for, and now I'm getting emails stating I need to send my original dish back, which I can't even do if I wanted, bc it won't fit into the box of the new dish they sent me, a procedure Starlink tells me should be done for returns!All and all, a hideous experience. Absolutely shocking how poor this is

  Business Response

  Date: 10/11/2024

  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-*******-*****-37

• Initial Complaint

  Date:09/24/2024

  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.

  Starlink chose to use ***** which is notoriously bad with non existing customer service while also not providing any customer service them selves. Unresponsive and only relying on the idiotic AI chat bot. Request for human help gets AI bot response.

  Business Response

  Date: 10/19/2024

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case on 9/26 and attempted to call the customer for a resolution. Since then, a chargeback was submitted on the account and no further contact from the customer was provided.
  

• Initial Complaint

  Date:09/16/2024

  Type:Billing 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.

  My wife and I have a joint checking account. Last week after reviewing our transactions, we saw a $299 payment in holding to Starlink Services which we never ordered. Assuming our bank info had been stolen, which we actually haven't had any other incidences besides this one, we closed the account and had a stop payment put on the Starlink charge and were told they would be kept from attempting another ************, roughly a week later, yet another charge from Starlink is in attempt on our old account (which we have deactivated but were advised to keep open in order to switch our other ACHs to the new account). We're trying to contact them to find out what is going on and to head this off, but they don't have a single way of contacting them other than being an account holder...literally, they infamously don't have a phone number, which added to them trying to take money from our account just seems very shady.I'd like someone to get in touch with me to resolve this, otherwise I'm going to speak to my lawyer.

  Business Response

  Date: 10/05/2024

  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: 10/05/2024

   
  Complaint: 22261526
  
  I am rejecting this response because:
  

  Whoever opened this account did so with a stolen bank account (mine) so not only do I have no idea whatsoever what the account information is, but you also clearly didn't use any effective security/verification protocols to catch this person beforehand (maybe if you had more contact options than just an app...) which, to me, seems like an accessory to fraud. But the lawyer I'll be forced to speak to in order to resolve this can confirm.

  The whole problem is that I *can't* contact you via the app in order to get this account closed because I wasn't the one who opened it.

  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:09/16/2024

  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.

  9/10/24 I received an email saying I was go to charged $15 more for features I dont plan on using ontop of my $150 a month subscription fee. I work in road construction in ****** and the only internet provider I can have in rural ****** is Starlink. Where there is no cell service or internet connectivity such as Starlink. Now they are going to up the fees for services I do not wish to have or option out of. And it is unnecessary for them to up my money fee for add ons which I do not use.

  Business Response

  Date: 10/05/2024

  Thank you for bringing this to our attention.
  Based on the information provided, we were not able to locate a Support Ticket submitted on the customer account. In order for a Starlink associate to begin the resolution process, we ask that the customer please submit a request by logging into their Starlink Account and submitting a support ticket via the FAQ page. If a ticket has been submitted, please provide the internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

• Initial Complaint

  Date:09/16/2024

  Type:Billing 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.

  Payment from Starlink was flagged by my bank as fraud. I cancelled my card and my service was terminated by Starlink. Starlink notified that my bank had flagged my payment as fraud. I submitted the requested information to Starlink to have my account unlocked and received no response, 7 days ago as of today. I had completed multiple customer support tickets to have them ignored or closed without notice. Starlink has currently received payment but I still do not have internet service and my account remains to be locked. I cannot sign up for a new account because my equipment is associated with the old account. I would prefer not to purchase additional equipment as a new system would be $700 in initial costs.

  Business Response

  Date: 10/05/2024

  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-2853970-95370-56.

• Initial Complaint

  Date:08/28/2024

  Type:Billing 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 am an active duty ************ member stationed in *****, and living in a Japanese house in *******. I purchased a Starlink terminal from ****** Okinawa and am not able to set up the service because all forms of payment keep getting declined by Starlink. I have made numerous attempts to pay using four separate payment methods, yet each card or account shows zero attempts by Starlink to charge for their service. Starlink blames the declined payment on my credit card company, but this information is simply false.Furthermore, Starlink requires an account to access their customer support, so I cannot even send them a message or email about my issue. Web forums and social media as well as scouring the customer support pages on ************************** have yielded no results. I have no other recourse to remedy the problem.

  Business Response

  Date: 09/08/2024

  Thank you for bringing this to our attention.
  Based on the information provided, we were not able to locate a Support Ticket submitted on the customer account. In order for a ********************** associate to begin the resolution process, we ask that the customer please submit a request by logging into their 
  Starlink Account and submitting a support ticket via the *** page. If a ticket has been submitted, please provide the internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx)

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22207089
  
  I am rejecting this response because it does not work for all customers. In my case - and many others who purchased a Starlink Terminal at ****** - creating an account is not even an option on the Starlink website, much less creating a ticket like SpaceX suggests. To restate, a customer who purchases ********************** from an approved vendor has no clear pathway to receiving support from the website until AFTER they set up an account. And they cannot create an account until AFTER they pay for the service. If the customer has a payment issue (common for service outside the ****** Starlink will not assist - posting on social media to get assistance is the only apparent option. I dont think this is reputation SpaceX or Starlink wants. I would encourage the business to review recent postings on Reddit for more context.

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising 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.

  We placed an order for a Starlink unit. It said it was unable to process at that time. Tried a second time. They charged us for both units. We got the refund for one unit. Connected the other unit. Had a signal. Had an account. They disabled our account after taking the first months plan payment. We paid for the unit we received. They sent numerous emails to us saying we were committing fraud. We spent ****** for the kit and a month plans $120. They disabled us altogether and no customer service number to call. We have been emailing almost daily for them to assist us with virtually no response. I need help. Please

  Business Response

  Date: 09/08/2024

  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).

• Initial Complaint

  Date:08/26/2024

  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.

  Our internet has been so slow you can barely use it. When we First got Starlink little over a year ago it was great our speeds were great we had no issues then it started getting slow i contacted them ran some test they sent us a new router it helped but for sure was not the only issue. our speeds keep getting slower and slower I have contacted them on and off for the past 6 months they tell us its fine its running like it should or the favorite excuse is that we are in a high traffic area and the speeds will reflect that. They have now sent us a router a cable and new Ethernet adapter and are now sending us another router. I will say they have paid our bill here and there and helped in the part but that's it. I have tons of pictures videos screen shots of the chats and our speeds that we are getting on a regular basis. I understand there will be drops in speeds that's just the nature of it but getting single digit speeds is not acceptable. rite now as I'm writing this i have done 3 speed test all from different speed test sites and they are 1 to 4Mbps download and .02 Upload My Phone internet from **** its 7 times faster than that. The only way you can contact them is through the chat you can never talk to anyone on the phone no matter how long you have been dealing with this issue. i have asked them multiple times when they say we are in a high traffic area why would you over sell an area then? you are charging ppl a premium amount on subpar service because you sold it to too many people in this area. We have no other Internet options in our area this is it all i want is for it to work like it's supposed too or if they can't figure that out then they need to offer us a deal on upgrading us to premium service or something because paying $120.00 a month for 4Mbps speeds is crazy. You can't get anywhere with the chat people they read off a script and just keep throwing parts at it when there is obviously a bigger issue. Its effecting my work and online classes.

  Business Response

  Date: 09/08/2024

  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).

• Initial Complaint

  Date:08/19/2024

  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 subscribe to Starlink Satellite internet service. The service continues to be highly unreliable and frequently is offline despite the fact that I am paying for the service. So I am not receiving the service they are contracted to provide. There is no way to contact any support outside of an email which goes days without any response. I pay $120.00 a month and this has been an ongoing matter for multiple months.

  Business Response

  Date: 09/08/2024

  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-*******-*****-65
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Delivery 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.

  Internet went out 8/11/24. Created a ticket - it took 2 days to get a response, they finally decide that its the router and say they are shipping a new one. i ask a question back and also ask to expedite the shipping. No response. Have asked several times for a response and we are on day 3 of nothing. There is no number to call. You pay for something and then are at the mercy of them whent hey decide to answer. I was still charged my monthly fee and we are at almost a week of no internet and the piece has still not been shipped out. Estimated delivery is showing 8/26-8/28, which would make it well over 2 weeks without something I am paying for. To top it off, this service/product we have only had less than 3 months!

  Business Response

  Date: 08/22/2024

  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-*******-*****-48