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:06/12/2024

  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 tried to purchase a Starlink Kit at a promotional price of $349. My bank for what ever reason denied it. I have excellent credit and more than sufficient money. My bank said they saw it as potential fraud. I contacted Starlink and originally via email I was told it was because of a wrong address- I have lived at this address for 35 years. I contacted them again to see if I could still get the promotional price- they responded no - it is your problem. Later my bank said that Starlink could put the payment throught- Starlink refused to honor the promotion or do put the payment through. I tried again today on the Starlink website and again with a different bank - this time the comment said to contact your bank. This account also has more than sufficient payment. I suspect fraud- bait and deny at the Starlink site. Today they are running another promotion this time for $499.

  Business Response

  Date: 06/22/2024

  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:06/06/2024

  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.

  We have had ******** for approximately 2 1/2 weeks, it was working fine until an update was done overnight - May 30, 2024, that was the last time we have had access. There is no tech support other than a chat which takes 3-4 days to get a response, if you put the complaint in multiple times you will see tech support closing those tickets but NEVER responding to the issue. We have been lied to by tech support. A new cable was sent with the issue being the same, the satellite will not connect to the network. We have been told to power on the satellite - which can not be done when there is no connection. Tech support has ignored the screen shot uploads and the information contained in them. They will text during the middle of the night demanding pics of the setup - which is not possible at that time. There is no help desk, there is no knowledgeable tech support. This seems to be a scam. As to the responses ******** is giving on the *** complaints that they have resolved the issues for customers, more lies.

  Business Response

  Date: 06/07/2024

  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-*******-*****-52

• Initial Complaint

  Date:06/05/2024

  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.

  website no work. ZERO CONTACT INFO

  Business Response

  Date: 06/06/2024

  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:06/03/2024

  Type:Product 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.

  Over and over again we lose service. The satellite goes offline and then back online like every 1-3 seconds. Which doesn't seem to cause trouble with searching websites, streaming ******* as you don't generally need a constant solid connection (Even the speed test works though it jumps around a lot). However, when: gaming, using Wi-Fi to talk over the phone, or for my security cameras (this is a horse sanctuary/rescue with several dozen horses ) IT'S UNUSABLE! I've tried to use their chat bot support (because there's no way to actually speak to someone) multiple times which is extremely frustrating and been through all the steps multiple times: climbing up on the roof, checking all the ********************* resets, reboots, and dusting the satellite off, clear view of the sky as we are on the top of a very large hill with no trees in the way. And when I go through all the troubleshooting, at the end of their chatbot it tells me there was a issue and I need to try again later, instead of creating a ticket or letting me talk to a person. Also I've worked for **** for almost two decades when I lived in ****. I also worked on FiOS for a few years. I know what I'm doing with computers. I'm not some stupid farmer, and there's no issue with my many devices. You can sit and watch the app and see the satellite go on and offline over and over and over.... So I canceled service and I want a full refund of the equipment which I will return and the last couple months of service ($927.94 total) and I want a prepaid shipping label emailed to me that I can use to sent this junk back. I'm done s******* around with this overpriced junk & awful service.

  Business Response

  Date: 06/06/2024

  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: 06/06/2024

   
  Complaint: 21793024
  
  I am rejecting this response because:
  As explained in my complaint when you go through the troubleshooting process and get to the end where it should be making a ticket or talking to someone it says there was a problem try again later. That's all it does that's all it ever does That's all it ever did. It's BS! And apparently you didn't bother reading my complaint. 

  I've already canceled the service and took the satellite off my roof. Put it in a box taped it up and it's ready to get shipped via FedEx. 

  It's a little late now to troubleshoot the service. Funny how I have to file a complaint here and cancel my service in order to actually talk to someone. 

  I put up with this for 2 months trying to go through your chat robot, do all the troubleshooting, get to the end and it says "there was a problem try again later."!!!!!

  I'm sending your equipment back tomorrow. I want refunded for the equipment and the last 2 months. It's not my problem your support service doesn't work and you don't provide a means of actually speaking to anyone. 

  I have cameras all around my horse boarding facility along with Wi-Fi stereo to keep the several dozen horses content while in their stalls. I don't have time For an internet provider that can't provide support service when it's needed.

  ***************************: MLW Stables/Double Rainbow Farm. 

• Initial Complaint

  Date:05/22/2024

  Type:Product 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 purchased over $850 of equipment so I could have satelite Internet through SpaceX Starlink. I got an email from them saying there was suspicious activity on my account and they disconnect my service and blocked me from logging in. I could not contact them for an explanation or to fix the problem. I want my $850 back if they do not want me as a customer.

  Business Response

  Date: 06/03/2024

  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-*******-*****-35

  Customer Answer

  Date: 06/14/2024

  Complaint ID: ******** Date Filed: 5/22/2024 Hello. The business that I put in a complaint about did not fix the problem. They locked me out of my account which cost me $850 in equipment that I purchased from them. I was waiting for them to fix the situation and the BBB sent me an email saying that since it has been 10 days, they assume the situation is fixed. The business unlocked my account only but is not letting me update my credit card or make a payment. The problem has not been solved.

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service 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.

  The geolocation for my internet service is putting my POP in the state of ******** which is subjecting me to Virginia internet usage laws. I do not live in the state of ********, and therefore, my services are being unjustly restricted. This location change happened in the last month as I was previous locating in the ******** area. I want my geolocation changed so that my services are not being restricted. I have previously contacted technical support chat and was first advised to use a VPN, which can be illegal and void many streaming services contract. I should not forced to pay more for a separate service of a VPN when my internet service that I already pay for should be functional. I was then offered to upgrade my plan but cannot be guaranteed that this would fix the issue. And I am not willing to do this as I am already paying more for starlink than any other provider in my area and I am currently unable to use it fully. I want my geolocation changed back somewhere other than in the state of ********. My account number is *******************.

  Business Response

  Date: 06/08/2024

  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-*******-*****-44

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21676674
  
  I am rejecting this response because no response has be provided to me. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service 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.

  After paying for Starlink and paying for a service technician to install Starlink (almost $1100 total). The system is out and does not work. No internet connection nothing. At no time when we purchased Starlink were we told that they did not have any customer support, no customer service number, no service technicians to respond to systems not working. I have service ticket number 2126290-85691-49 and cannot get a response from them. Having to have Zoom meetings from home and this is a vacation rental where guests have to have and expect to have working internet, tv and house phone. Of which nothing is working now. This is totally unacceptable and cannot understand how ***************** can stay in business, do business, if they do not provide customer service to those that have no service. I need our internet fixed, asap, and need a response from Starlink, asap.

  Business Response

  Date: 06/08/2024

  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-2188432-50103-35

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21674973
  
  I am rejecting this response because:

  At no time was it discussed when purchasing Starlink that they offer no installation service.  Even when sending a new router and a new dish we had to pay $400.00 to aa third party to install after paying $600 to have the same equipment installed 2 months earlier.  As it is their equipment that was defective and did not work, why should I have to pay for additional install even if they are giving me a couple of months credit on my bill.  As it was due to the back and forth of send new equipment, we were without a house phone, ****** ** for over 2 weeks, which is totally unacceptable.  If we needed 911, working from home, etc. we could not.  Had I known that their response was only via email and responding ***** hrs with no customer service number to contact at all.  Starlink needs to work out all their bugs, have a support/install staff or state that there is no option for that when selling their equipment in addition to no customer service via the phone, only via email.  Again, we were down and out for over 2 weeks.

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

• Initial Complaint

  Date:04/30/2024

  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 have been a customer of ********************** for less than a year and in that time they have sent me a faulty cord, a faulty router and two faulty dishs. You cannot contact anyone by phone and you have to file a complaint via their app or website and with that you wait for response which has taken multiple days to get a reply. Then you have to send multiple pictures. I got a new dish after my first one stopped working and after a rain storm the replacement stopped working. I am currently waiting 5 days now for a response. Then on top of that they will not ship fast. It takes one-two weeks for replacement parts to get shipped. It is my only option for decent internet or I would not be giving my money to this company.

  Business Response

  Date: 05/10/2024

  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-2082626-62813-44
  

• Initial Complaint

  Date:04/29/2024

  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 have purchased the StarLink internet hardware and now Im having technical issues but cannot speak to anyone directly. I have filed a ticket with their Customer Support and havent received any response.

  Business Response

  Date: 06/08/2024

  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-2013868-87850-54

• Initial Complaint

  Date:04/29/2024

  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.

  In January of 2024, I purchased the equipment to install Starlink at my house. In February, the service became available, I was able to sign in and use the Internet connection with no issues. On April 3rd, we noticed that we no longer had a connection from Starlink. We did the usual troubleshooting, but nothing seemed to work. The following week, I filed a ticket with the helpdesk and was told that we needed to wait until the following Tuesday, (April 16) and then restart the equipment. The tech person told us that the system was "running a diagnostic" and it would take a few days for it to finish. The following Tuesday, nothing happened, so I called the helpdesk again. This time, I was told that the case would be passed on to an IT person and someone would contact me. It has been more than a week and no one has returned my call. We've spent the month of April without **************** in spite of continuing to pay the monthly premium.

  Business Response

  Date: 05/17/2024

  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-*******-*****-40