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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 496 total complaints in the last 3 years.
  • 86 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/17/2025

    Type:Billing Issues
    Status:
    Answered
    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 account is blocked, and I am stuck in an automated support loop where my tickets are closed without resolution.The issue stems from a minor name discrepancy. My official name on all my government-issued documents (ID card, bank card) is Nurlan Meirambay. However, in my Starlink account, my last name is listed as Nurlan Mejrambaev. This is likely due to a common transliteration difference between the official Kazakh spelling and the Russified version.Because of this mismatch, the system has blocked my account, and I cannot manage my service. I have repeatedly tried to contact support to correct this, but my tickets are closed automatically.I am the legitimate owner of the hardware and can provide irrefutable proof. I have:A photo of my government-issued ID card.A photo of the bank card used for payments, which matches my **** selfie of me holding both ************ Starlink Kit Number is KIT401071235.The email on the account is ******************@gmail.com.I request a manual review of my case to correct the name in my account to ********* to match my official documents and restore full access to my account.

    Business Response

    Date: 07/19/2025

    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-*******-*****-54

    Customer Answer

    Date: 07/20/2025

     
    Complaint: 23612942

    I am rejecting this response because:

    The problem is not resolved. My account service remains suspended, I have no access to my service.

    The ticket you referenced, TIK-5446505-72684-54, is the very place where your support team ignored my explanation about the name discrepancy and repeatedly closed the case with a generic, automated response.
    Simply referencing a failed and unresolved support ticket does not solve the problem. I request a manual review by a senior agent who can understand the issue with the name difference ("Mejrambaev" vs. "Meirambay") and finally resolve it.

    Sincerely,

    Nurlan Meirambay

    Business Response

    Date: 07/25/2025

    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-*******-*****-54

    Customer Answer

    Date: 07/26/2025

     
    Complaint: 23612942

    I am rejecting this response because: my service remains suspended, and I am blocked from resolving the issue.


    1. The internal ticket you referenced (TIK-5446505-72684-54) is completely irrelevant. It was a separate inquiry I made weeks ago for a family member and has nothing to do with my own personal service suspension.
    2. My current, urgent problem is that my service is suspended. To resolve this, your support requires identity verification. However, there is a minor name discrepancy between my Starlink account ("Mejrambaev") and my official government ID ("Meirambay").
    3. This name discrepancy is now the primary obstacle. Your support team will not proceed with any troubleshooting or reactivation of my service until the name is corrected. I am stuck in a loop.

    Therefore, to move forward, you must first correct the name on my account to match my official documents. Only then can we address the actual service suspension.

    Please assign a senior agent to review my documents, update my name, and then assist with reactivating my service.

    Sincerely,

    Nurlan Meirambay

  • Initial Complaint

    Date:07/16/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Went to use my old starlink. Had to startup service just for it to tell me that my unit needs to be replaced. So I put in a ticket and it took a week to get back to me and by that time I had gotten other service. I tried to cancel my service but it wouldnt go through. They now want a full month of pay for something I didnt get to us. They made my dish unusable even though when I bought it they said I wouldnt need to replace it. They refuse to help and honestly are rude about it. So I want a refund for my dish and the $120 of service I didnt get to use

    Business Response

    Date: 07/19/2025

    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-5511419-73127-44

  • Initial Complaint

    Date:07/14/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    3 weeks ago service was shut down it is a estimate but I looked at my Bank account and noticed that Payment hasn't been made, so I went on app and went to Profile and Email address was there Phone # was there but address was gone, I tried to start a ticket but it said I didn't Have Permission.I tried everything and I can't get control of my account everything I clicked on I didn't have permission talked to my son who works for a computer company said someone took over the account we tried everything a phone # of ************ contacted us and my wife is disabled and needs ******** so we fell for it after we paid $949.99 and service started I realized it was wrong I shut down The card I gave them and filed a dispute with bank then today 7/14/25 service disconnected Then I got Text from first# saying they disconnected Because we filed a dispute we didn't respond so they tried calling I Didn't answer then they called from another #************ and sent another text saying they are ******** *************** and my service was disconnected till I call and resolve issue I have tried everything your app told me to do and I cant get any Help from Starlink to Cancel sub subscription at first I just wanted to regain control of my account and change payment method to continue Service but if I cant get any help I need to Cancel because I am getting NO customer Service from ********************** I am with another Provider but somehow I need to Cancel my subscription, again I have no control of My account also when I paid the $949.99 got a email from Starlink saying Welcome Back we have lost money because of this to find another provider and try to cancel service it took time away from work Starlink should help when we cant get Control of the account.

    Business Response

    Date: 07/19/2025

    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-5695707-85402-56

  • Initial Complaint

    Date:07/12/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 7/9/25, I had a notification that my Starlink residential account was past due and required payment to reinstate service. I paid the entire balance required to resume services. It states that it can take up to an hour for service to being working again. An hour passed and still disconnected, and my account shows that I need to pay off outstanding balances on my account, account balance is $0, (paid with credit card), it also shows that I do not have a subscription and need to choose one, however there is no option to choose one. I submitted a support ticket; this is the ONLY way to get assistance on an issue. No response for rest of the day. Over the next 3 days, I have checked my account and messages, absolutely NOTHING! The "chatbot" suggests opening expedited, urgent, no response tickets. No responses on these tickets either. There is absolutely no way to speak to a human support agent for this company which is extremely frustrating for customers! This is by far the worst customer service I have ever experienced. If a company decides to not have a phone system, the online system should be almost flawless, with Starlink, it is not! I feel this is very unprofessional, disrespectful to customers and just rude.

    Business Response

    Date: 07/14/2025

    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-*******-*****-55

  • Initial Complaint

    Date:07/07/2025

    Type:Product Issues
    Status:
    Answered
    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 used my email to check the Starlink services when it first started years ago. I did not sign up for anything. I have since been subscribed to several of their email lists (spam). I have unsubscribed every time. Today I just received another email from the company.I do not want any emails from the company. I do not want any contact from the company. I do not want the company to share or sell my information with any other company. If my information has been shared or sold to another company then I would like those companies to be notified that I do not want my information shared or sold again.

    Business Response

    Date: 07/14/2025

    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: 07/14/2025

     
    Complaint: 23568090

    I am rejecting this response because: What kind of response is this? Of course there is not an account number. I do not have an account. Sending unwanted emails is against the law. 

    Sincerely,

    ***** ****

    Business Response

    Date: 07/25/2025

    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: 07/25/2025

     
    Complaint: 23568090

    I am rejecting this response because: Again, I am not a customer. I do not have a ticket number because you cannot create a ticket unless you are a customer. I am trying to be nice about this yet the company is making demands that I cannot provide. I suppose I could do the same in a lawsuit since they are breaking the law.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:07/04/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Nature of Complaint: Problem with a Product or Service Complaint Details:My Starlink service was suspended without a clear reason. I opened a support ticket (TIK-*******-*****-57) to resolve the issue.On July 4, 2025, a support agent named ****** asked me to answer 9 detailed security questions to verify my account. I provided complete and truthful answers to all questions and supplied all requested documentation.Instead of reviewing my response, Starlink support began closing my tickets with a generic, templated reply stating that they have already provided guidance and will not take further action. My answers and evidence have been completely ignored.I then created a new ticket titled "Formal Complaint Regarding Handling of Ticket TIK-*******-*****-57". This formal complaint was also ignored and closed with the same template response.Starlink is failing to provide adequate support, is ignoring customer-provided information, and has suspended my service without providing a valid reason, despite my full cooperation. I request a full review of my case by a senior manager, a specific reason for the suspension, and the reinstatement of my account.

    Business Response

    Date: 07/07/2025

    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-*******-*****-54

    Customer Answer

    Date: 07/08/2025

     
    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,

    Diyas Toiyeke

  • Initial Complaint

    Date:07/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 can not connect the starlink internet to the rouku device. The rouku is updated. The rouku will let me use a cell phone as a hot spot to connect it. I want to use the starlink internet like I have been using. I've unplugged the roku to let it reboot. It still won't connect to starlink.

    Business Response

    Date: 07/07/2025

    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-*******-*****-73

  • Initial Complaint

    Date:06/30/2025

    Type:Product Issues
    Status:
    Answered
    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 an order with Starlink and canceled it within 30 minutes. I never received or returned any equipment, yet theyve held my money for over 30 days. A support agent told me the refund was processed, but I still have not received it. Ive been extremely patient, but this delay is unacceptable. Im requesting immediate action to return the funds.

    Business Response

    Date: 07/05/2025

    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)

  • Initial Complaint

    Date:06/28/2025

    Type:Product Issues
    Status:
    Answered
    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.
    05/29/2025 $325.54 Starlink Mini Kit My order was Returned to Sender with a delivery exception stating " Improper shipment - Unable to deliver shipment - Returning to shipper"On 06/04/2025 the order was delivered to their warehouse in ********* ********** On 06/07/2025 I created a ticket on their website stating: " Refund Needed After Returning Starlink Kit - I returned my Starlink kit to the shipper and need assistance with processing a refund."On 06/09/2025 my ticket was closed and my account was disabled with the reason stating: "Your Starlink ************************************* detected unusual activity on one of your recent orders. As a result, your access has been disabled to protect your account while ********************** investigates. If you had any pending orders or deposits they have been refunded. "It has been 3 weeks since the order was returned to them. I have not been refunded nor have I been contacted by them. The refund policy states refunds will be processed within 15 business days after delivery of the ********** I received an email stating: ***************** Activation Notice You're receiving this email because you have not yet activated your Starlink service. As a reminder, your service will automatically begin 30 days after your Starlink kit ships. To activate your Starlink service, simply turn on your Starlink kit and allow it to connect.If you don't activate or pause your service, you will automatically be billed for your first month of service in two days at a price of $******** a reminder, if you are not satisfied with your Starlink service, you can cancel and return your kit within 30 days of activation for a full refund on hardware and service."

    Business Response

    Date: 07/05/2025

    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-5194954-94294-63

    Customer Answer

    Date: 07/05/2025

     
    Complaint: 23530445

    I am rejecting this response because:
    The issue has not been resolved nor have I received an update or response on my ticket. I will be satisfied once the issue has been resolved by me being refunded
    Sincerely,

    ******** *****

    Business Response

    Date: 07/14/2025

    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-*******-*****-63

  • Initial Complaint

    Date:06/27/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 put in an order for a 45m cable on the Starlink website on June 17th at 6:32pm Eastern time. Shortly after placing the order 6:38 pm I successfully cancelled the order on the Starlink app and confirmed on the website. On June 23rd I noticed that I still had a charge that was approved on my credit card for ******. I opened a support ticket with Starlink (TIK-5384447-75448-61). I received a reaponse telling me to reply if my order was in correctly charged and I sent 10 responses over the past 3 days with no response or resolution. I tried opening a new ticket and still have not heard back. I tried sending an email to ************************************************************ and received an automated response to open a ticket with Starlink support which I already had. I currently have an investigation at my credit card company to attempt to resolve the matter. All I want is my money back. Thats it. I never received any product and nothing was shipped to me. I have confirmation that the order was cancelled is the app.

    Business Response

    Date: 07/05/2025

    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-5384447-75448-61

    Customer Answer

    Date: 07/05/2025

     
    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,

    ******* ************

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