Electronic Instruments
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Complaints
Customer Complaints Summary
- 378 total complaints in the last 3 years.
- 76 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/04/2025
Type:Service or Repair IssuesStatus: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.
Hello, I set up an account with ********************** at $50 per month while in ***** on June 22, 2025. On June 28, 2025 an attempt to charge me $173.17 but failed I am still not clear what it was for but soon after that I was successfully charged $211.40. On July 25, 2025 I was charged $613.17 for an apparent upgrade that I was unaware of and thus could not have authorized I would like to highlight that the most expensive plan listed is for $440. I reached out to Starlink about the discrepancies after waiting some time for a response, I was given a refund for the charge made June 28, 2025 in the amount of $211.40 but denied the refund of $613.17 received July 25, 2025. While I am appreciative of receiving a refund for the charge made on June 28, 2025, I am not satisfied and very concerned about the changes made to my account unbeknownst to me and having paid so much money in such a short period and not receiving a full refund. I have asked for assistance with adjusting my account to reflect what I signed up with but did not receive a direct answer to that, I have since canceled my subscription and would also like help with the next bills amount. I look forward to coming to a resolution for this issue. Thank you P.S. The request to have the conversation to continue in English is because my daughter was acting on my behalf and does not speak French.Business Response
Date: 08/08/2025
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-*******-*****-55Initial Complaint
Date:08/04/2025
Type:Customer Service IssuesStatus: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 suspended my account on July 17, 2025, and demanded a government-issued ID to restore servicewithout providing any reason. Im a U.S. residential customer who does not travel abroad. I asked for clarification and alternative verification multiple times and received only vague, canned replies. After 13 days, I was finally given a generic explanation citing "international trade laws." I have not violated any terms. *** invested significantly in Starlink equipment, including a second (unused) dish. With my account suspended, this equipment is worthless. I want my service restored without invasive ID requirements, and I request an explanation, flexibility, and respect for customer privacy.Full Complaint is ATTACHEDBusiness Response
Date: 08/08/2025
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-*******-*****-74.Initial Complaint
Date:07/31/2025
Type:Service or Repair IssuesStatus: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 satellite service through this company which is called starlink. It quit working and they refused to call you, they have no number to call to talk to them. They expect you to send ticket to them but they never respond about fixing the issue. Won't call you and won't fix it but charged me 120 for the month and won't do anything to fix itBusiness Response
Date: 08/03/2025
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-*******-*****-54Initial Complaint
Date:07/31/2025
Type:Service or Repair IssuesStatus: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 7/24/2025 Starlink had a global outage which hindered my fiancs ability to work from home. She lost out on income for the day as she also takes care of our child, cannot leave the house, and we depend on Starlink because we have no cell service in our area. Starlink has done nothing to resolve that issue of loss of income. Since that date, we have had connectivity issues, such as high ping, 0 throughput, and high latency. I have been trying to contact Starlink support for almost a week now with no answers or even messages back. I need our internet to work so we can work, watch tv, stream, and game. Starlink needs to fix this issue, or repay us our last 2 months of service so we may cancel and find another provider.Business Response
Date: 08/03/2025
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-*******-*****-38Initial Complaint
Date:07/31/2025
Type:Sales and Advertising IssuesStatus: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.
Purchase the Starlink unit. Installed on roof subscribed to monthly subscription. It would not work. Kept dropping signal. Contacted Starlink. They said we should our subscription. Could not return the unit. Tried to sell it and now were being told. This unit will not work with anybody else. This was not discussed or part of the contract on the subscription. I want reimbursed for the $350 purchase price.Business Response
Date: 08/08/2025
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:07/31/2025
Type:Service or Repair IssuesStatus: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 paid them to install Starlink and they connected me with a third party provider directly. However, this installation provider put nails in my NEW roof and when I called and emailed have failed to respond to me at all. Starlink should not be connecting and it's assumed vouching for this third party provider (***********) if they are going to do such terrible work and refuse to respond. My roof is NEW. I want the nails taken out and that portion of the roof replaced and fixed properly by a LICENSED roofing company.Business Response
Date: 08/03/2025
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-*******-*****-40Customer Answer
Date: 08/03/2025
Complaint: 23679621
I am rejecting this response because: I have not heard back from either Starlink or the *************** company. My roof still has screws in it and no solution has been brought to me. I want my roof FIXED. I have received no responses regarding the matter from Starlink or it's third party installation company beyond "that *****. We're sorry to hear that." which is NOT a solution or good enough. My NEW roof has HOLES in it. I want this FIXED by a licensed roofing company.
Sincerely,
Kinaole ***Business Response
Date: 08/08/2025
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-*******-*****-40Customer Answer
Date: 08/14/2025
Complaint: 23679621
I am rejecting this response because: I have still not had anyone out here to look at the roof, let alone fix it. No attempt has even been made to get this scheduled.
Sincerely,
Kinaole ***Initial Complaint
Date:07/22/2025
Type:Service or Repair IssuesStatus: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 equipment has stopped working after a lightening storm. The dish was plugged into a surge protector and I have worked through all troubleshooting as requested via online chat with customer service bot. There is no visible damage and I have checked the power supply. My equipment warranty expires in a few days and would like to have it replaced prior to this for obvious reasons. But since the last message with the company I have had radio silence! I have a travel worker and need the internet. From my search the company does not have an available human to speak too and I do not know what further steps I can take but am still currently paying for a service I am unable to obtain bc of faulty equipment.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-5739020-70307-41Initial Complaint
Date:07/21/2025
Type:Customer Service IssuesStatus: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 live in the ***********, and for medical reasons I had to move from ******** to the Island of *****. The people running Starlink in the *********** refuse to register my new address for service yet are still taking funds from my bank account yet giving me no internet service. To test them I requested an upgrade of services which will cost me a larger sum of money, proving that they could just register the new address for the current service plan.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-*******-*****-48Initial Complaint
Date:07/21/2025
Type:Product IssuesStatus: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 filing this complaint regarding a refund issue with Starlink (SpaceX **************). Despite following their return process and receiving confirmation, I have not been refunded within the promised ************** are the details of the transaction:Order Name/Email: ****** *** P. *****/******************************** Return Date: June ******* Tracking ***************** DHL Refund Process Date (per Starlink): July 2, 2024 Starlink Support Ticket Number (if applicable): TIK-*******-70939-55(Archived) and TIK-*******-*****-61 (In Progress)Amount Paid: [? 15,300]Payment Method: Mastercard (3106)Starlink confirmed via email that they received the returned kit and assured me that a full refund would be processed within 15 days. As of today, it has been over [20] days, and I have not received the refund. *** also submitted a support ticket regarding this, but have received no response after multiple follow-ups.This experience has been extremely frustrating. I am requesting BBBs assistance in urging Starlink to honor their refund policy.Thank you for reviewing this complaint.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-*******-*****-61Initial Complaint
Date:07/17/2025
Type:Billing IssuesStatus: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 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-*******-*****-54Customer 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 MeirambayBusiness 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-*******-*****-54Customer 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
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