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:11/02/2023

  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 own a Starlink and pay for a monthly service. My antenna is located in ******. I've lost connection several days ago and have tried opening service tickets, troubleshooting. There is no way to contact support, the phone number provided in one of their automated messages does not connect. I need a solution for my issue as I ahve been paying for this service and absolutely cannot get any support to fix my issue.STARLINK ID ************************** SERIAL NUMBER **************** KIT NUMBER ************

  Business Response

  Date: 03/29/2024

  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-*******-*****-51

• Initial Complaint

  Date:09/20/2023

  Type:Order 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 EMAIL TO STARLINK This is my third time sending. no response. please inform me as to how I can get in touch with someone. This is turning out to be some BS. I have been trying to get in touch for months now and no response. *******************, Starlink acct. # *************** My first problem is that on my home page for payment activity, still only shows my initial deposit since August 2021, $ *****. Please correct.,. Next, I am writing you to inform you that I have been approved by the Affordable Connectivity Program. Contacting you seems to be very difficult and I hope I have the correct office to relate to about this matter. If you are not who I should contact and could you please refer me to the proper channels. Here is my account information for the *** when addressing this issues. The system seems to work fine. Please address these other small issues for me. thsnk you Application ID: ************ Full legal name : ******************* Address: ************************************************* Last 4 digits of SS# **** If this is not the proper contact that I should go thru, please redirect or reply with instructions. *******************, Starlink acct. # *************** ******************* ************ / ****************

  Business Response

  Date: 10/11/2023

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that you are trying to log into an Inactive account. The account that has an Active subscription will be ACC-1587399-11347-23 and the email used upon sign up is ******************. We have resent the verification + Password invitation to that email which will allow access. For further communication, please continue the conversation on the open ticket TIK-*******-*****-31 with our Starlink Customer Support team. 
  

• Initial Complaint

  Date:09/20/2023

  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 purchased a starlink kit directly from starlink.com on August 21st. The kit arrived on August 27th, and when I tried to set it up it presented an error that the Device already assigned to someone else. Starlink website instructed to submit a ticket, as they have no customer support available. I submitted the ticket on 8/27, and received no confirmation of submission. Because of this I submitted a second ticket on the 30th, and again it was confirmed on the website that the ticket was successfully submitted but no email confirmation. Its now 18 days later and still no reply, but they have sent confirmation that they have begun billing for the monthly service fee. The device still will not function. Id like to get the unit fixed or replaced, and my initial monthly service refunded.

  Customer Answer

  Date: 09/25/2023

  I'm still looking for help resolving an issue with a Starlink Satelite dish I purchased. I submitted a ticket about 10 days ago on the BBB website, and got a note recently that it was transferred to this office. I've submitted two help tickets to Starlink nearly a month ago, and have had no response. There is no other way to contact Starlink. Here is my issue in summary:

  • When trying to set up the hardware & create an account, I'm informed that the hardware is already owned by someone else and I need to contact support
  • Support doesn't respond
  • After 14 days, I received a notice that Starlink started charging me $120 monthly fee for service that I can't use
  • Starlink provides a no questions asked 30 day return policy, but you need to have an account to submit for a return. I can't create an account since the hardware can't be registered. 

   

  The 30 day window for returns is nearly up. Hoping you can help. 

   

  Thanks

  CJ

  Business Response

  Date: 09/29/2023

  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-1286207-30797-50).

• Initial Complaint

  Date:09/07/2023

  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.

  Starlink, service has had multiple disconnects , support is horrific and dishonest, refuse to cancel our account continue to try to lock ** in to using the system, instead of refunding crediting the account and charging our credit card, paid for service on multiple occasion, then half way through the month service dropped and at times its two to 3 weeks to get a half way resolution, then it continues to happen, you can't call anyone, the text support has lied so much that it is an untrusting company that particles predatory business practice's, In June 2023, the network provide us a 12mbs "my phone hot spot does better" service and we received the biggest runaround I have ever experienced when we paid ****** a month then the predatory pricing started Starlink Claimed there was problem with my system sent a new once activated the price was ****** per month , our service was disconnected after payment and we have no service and now they are asking us to pay ****** a month as if we travel the world with their system we haven't moved in years ************ practices predatory strong arm tactics to steal from its customers and we want nothing to do with this type of conduct from this company, they refuse to cancel our account that is strong arming and they only want to credit the account that we will never use again, the system is over priced service is poor and we want nothing to do with any product ***************** sells he's a crooked business. We have had problems with service since February 2023 and been going down hill since, really rotten company to deal with that you can't trust.

  Business Response

  Date: 09/14/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-43.

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 20569632
  
  I am rejecting this response because:

  It does not address the predatory business practice's used by this company, nor does it address what is being done to stop the illegal activities of Starlink, off to the offiice of the inspector general to file a complaint as we see you do not take the complaint seriously, therefore the federal government needs to get involved and stop the criminal activity of Starlink and its leadership, after all Starlink is a government contractor taking tax dollars to operate a criminal enterprise, and this needs to be stopped.
  
  Sincerely,
  
  **** Corporation

  Business Response

  Date: 09/23/2023

  Thank you for the follow up. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-43.

• Initial Complaint

  Date:08/31/2023

  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.

  I ordered Starlink October 28, 2022 and paid a $99 deposit. I never received anything. I cancelled it June 6, 2023. I received an email that I would have to update my payment method to receive my refund. I updated it. They never sent my refund. At my account there, it has "This issue has been closed." It is NOT closed. I want my money back. There is no way to contact these people. Acct: *******************

  Business Response

  Date: 09/19/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-43.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20545044
  
  I am rejecting this response because: It does not provide a way to get my refund. Starlink requested a letter from my bank stating that my refund had never been deposited. "If you have yet to receive your refund, we will require a bank letter (Letter Head Required) stating that the refund was not received and/or rejected." I showed my bank the request. They said they do not write letters to third parties about bank accounts. They suggested I send Starlink my bank statements. That is not going to happen.

  Starlink employee ********* wrote, "After looking into your account, we can confirm that the refund was processed via the processor. We have provided a copy of the Refund Letter directly from the payment processor." That is a lie. They never provided any such letter, and they still have not refunded my money. 

  I hope you at the BBB can get Starlink, SpaceX, or ***************** to refund my money. I don't want to file suit in Small Claims Court, but, if I must, I will have an investigative reporter from one of the local TV stations with me. 

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

  Business Response

  Date: 09/27/2023

  An associate has re-opened and will communicate with you further on TIK-*******-*****-43 during the process. Please note, without an official bank letter stating the refund is rejected or account is closed, investigations on the payment processor side *** take between 3-4 weeks. Once more information is available on this investigation, communication will resume on TIK-*******-*****-43.

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20545044
  
  I am rejecting this response because: It is unbelievable that Starlink cannot find out where my money is. It is unbelievable that it will take weeks to figure it out. They should be able to account for every ***** that enters their accounts. My issue will not be settled until I receive my $99 refund. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/29/2023

  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.

  Starlink notified me that I may now place my order. The website will not accept my order. They say i have seven days and then i will go back to the end of the que. They are going to cancel my order tomorrow because their website will not accept my order. I have been waiting 2 years.

  Business Response

  Date: 09/20/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-49.

• Initial Complaint

  Date:08/29/2023

  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 am writing to address a concern regarding my Starlink service, which I have been using since February 27, 2023. My name is *******************************, and I have not experienced the expected GPS signal acquisition as indicated by the Starlink app.My Starlink unit is located at ************************************************, as shown in the attached picture. It has remained stationary since its installation and has not been transported. The Starlink antenna is securely mounted at a height of 25 feet on a designated mounting station, with no obstructions in the line of sight, as evident from the attached pictures. Despite following the app's guidance to acquire a GPS signal at both 8:15 am and 11:17 am, the signal acquisition has not occurred within the stated 15-minute window.I opted for the Starlink service due to my involvement in the gaming and technology industry, which demands high-speed internet with a minimum download requirement of 125 megabits per second. I am aware of the advertised monthly price of $120 for the Starlink home station internet plan, which not only offers a more affordable rate but also provides priority access. Regrettably, this plan was never offered to me, and I was not given the opportunity to subscribe to it. Choosing this plan would significantly enhance my internet speeds, which is crucial for my line of work.Currently, I am enrolled in a "home-mobile regional" plan, seemingly designed for users who are frequently on the move and travel with their units. However, my Starlink antenna and router are installed in a stationary location, providing consistent upload and download data. My question is why I am on the regional mobile plan, paying $150 per month, when I should qualify for the Home Stationary Plan at $120. This plan adjustment would likely address most of my connectivity issues, granting me the priority access that fellow home subscribers in my regional area benefit from.In my attempts to resolve this matter, I have reached out to Starlink Technical Support on multiple occasions. During these interactions, I emphasized the stationary nature of my setup, as well as the successful transmission of data. Despite this, I was informed that no internet service is available in my area at present and that it should become accessible in the near future.On top of this, I personally feel that Starlink takes advantage of new customers who are not familiar with how their system works. Since I wasn't receiving proper support from Starlink's technical support, in a desperate attempt to resolve my issues, I tried to find the home plan on the app myself. However, I was surprised with a charge of $456 in June 2023 and another charge of $452 in July 2023. I was forced to pay these charges to avoid having my service terminated, leaving me without any internet connection.Calculating the costs:The advertised yearly cost for internet: $120 * 12 months = $1,440 Stated cost I would be paying yearly: $150 * 12 months = $1,800 Actual amount I paid in lass than six months: $1,583.78 The Starlink app does not clearly explain the upgrade process. It lacks a confirmation toggle to ensure users are aware of their choices, and it fails to provide sufficient warning that such changes can lead to a threefold increase in their monthly charges. Unfortunately, Starlink's customer support offers no assistance in crediting or resolving such issues; it's essentially a "take it or leave it" scenario.As a customer, and I'm quite sure I'm not the only one who has encountered such notorious billing issues, I respectfully request that Starlink rectify this matter. I urge them to place me on a suitable home fixed stationed plan and credit my account for the overages due to the lack of transparency. I greatly appreciate your assistance in resolving this matter and ensuring that my Starlink service meets my expectations.Thank you for your time and attention.

  Business Response

  Date: 09/20/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-9.

• Initial Complaint

  Date:08/29/2023

  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.

  I have found that **************** is NON-EXISTANT . ********************** Should be held accountable for having a Web Site that can do nothing more than take a DEPOSIT. I have been in a run around with this for over 2-1/2 Years ! I made my initial deposit during the Initial Launch and never received my equipment due to the fact they took so long to process my order my original cedit card on file has expired ! And they cancelled my equipment shippment due to non-payment, I have never been contacted in advance, just the fact later that my order was not fulfilled . I wore myself out trying to get a refund, but since the original card number expired it was impossoble to change it because I had an account but was not an existing customer ? I figured it would eventualy work out and trusted I would be refunded. Then, I Re-Submitted another order and gave another Deposit in June of 2023 for another $100.00 ! ( Card Exp. **** ) Now on 08/25/2023, I received an email stating I have 7 Days to Confirm the Order, if not, it would automaticaly cancel if no reply or confirmation was made. At this point, I chose to CANCEL My Order and receive a refund for my deposit with the confirmed Credit Card on file. We will see how this works out... I have worn myself out beforehand, the first time and got NOTHING ! Now, again I made a full attempt at resolve and have found **************** abilities on the Web Site / Account Page are the same as before, NO HELP ! I even called multiple 800 numbers avaiable and only reached ONE LIVE OPERATOR and they stated that I would have to contact them directly. ( What B.S.) ************ needs to be held accountable for not providing support to Future or Existing Customers. And in parting, my additional research confirms that far too many others are experiencing what I am describing. At this point, I am glad that I didn't waste another $599.00 ( Non-Refundble ? ) to purchase the equipment that has barely a 1.2 STAR Rating. Please help. Thank you, **********

  Business Response

  Date: 09/18/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-55.

• Initial Complaint

  Date:08/28/2023

  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.

  Today, August 28, 2023, my internet was disconnected. Upon further investigation I found that my account was billed for my monthly internet access last week, but today I was billed an additional $634.79 and received an email about not returning Hardware. However nothing was shipped to me, and I didn't order anything. The invoice I try to download through the app says "error". I submitted a ticket through the app and haven't heard anything back. I work from home and this is completely unacceptable. I expect the company to refund .y $634.79 and also credit $120 for my monthly bill since I didn't receive the service I was promised.

  Business Response

  Date: 09/04/2023

   Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-56.

  Customer Answer

  Date: 09/04/2023

   
  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:08/25/2023

  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 have been on the wait list for Starlink for over 1 year and have put down a deposit. I finally received confirmation that Starlink is in my area. I was instructed to confirm and pay for the product, which I attempted to do several times with several different cards, but it keeps giving me error codes. In the email, it states that if you need assistance to click on the thumbs down to submit a ticket, since we are not customers yet, but there is no thumbs down icon anywhere. There is no phone number to contact anyone and after a year and a half of being on the wait list, I have six days to confirm and pay. Which the site will not let me do. I need to be contacted by someone from the company so that I do not lose my spot.

  Business Response

  Date: 09/04/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-46.

  Customer Answer

  Date: 09/04/2023

   
  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,
  
  *********************************