Complaints

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  SpaceX

  1 Rocket Rd Hawthorne, CA 90250-6844

• 

  Starlink Services LLC

  22630 NE Marketplace Dr Redmond, WA 98053

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:01/31/2023

  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.

  Our Starlink went offline the morning of 1/28/23 while we were out of town. We have been online since Feb 2022 with very few problems. I tried all the troubleshooting when we got home on 1/29 to no avail and submitting a service ticket the morning of the 30th. I resent the ticket this morning (31st) but still have had no communication. We use Starlink for home, work, and school. We also have our farm networked to provide cameras for our horses in the barn. We have no other option where we live and I desperately need some communication to get back online.

  Business Response

  Date: 02/19/2023

  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-662332-14407-88.

• Initial Complaint

  Date:01/31/2023

  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.

  My Starlink internet failed and now states disconnected. After much research this is a very common issue with the system and requires the replacement or the cable felon the router to the rectangular dish. I've contacted Starlink via the app for support and to have a replacement cable. It will be a week ago tomorrow. Despite multiple attempts I have not received any response and container to be invoiced for service that I am not receiving. I would like the replacement cable sent to me asap.

• Initial Complaint

  Date:01/31/2023

  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 Starlink hardware for $600 from the manufacturer in early January 2023. In spite of the information on their website, the device was not compatible with our vehicle. I notified Starlink, cancelling their service. They acknowledged cancellation with an email, stating that they would email return labels to return the hardware for a refund. It has been two weeks and I have not received the labels nor any other communication from Starlink further, there is no address, telephone number or email address to contact Starlink. My Starlink account number is ********************. I want to return the equipment.

  Business Response

  Date: 02/19/2023

  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-702949-77233-3.

• Initial Complaint

  Date:01/31/2023

  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 have been trying to contact customer support to cancel my service and return equipment for starlink as the equipment first arrived in December but was dead on arrival. We finally received the last replacement cable as the router came first. We tried and we cannot get uninterrupted service and therfore tried to cancel. The steps they have shared to cancel does notbwork because they reinstated the service as I initially canceled in December. It's a system error that does not allow us to simply click and cancel. The page they have directed us to is empty as there is no service address to select to cancel. We have shared they above and beyond and no one is helping. We have asked and I'm stuck and trying all avenues for help!

  Business Response

  Date: 02/19/2023

  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-669293-37712-5.

• Initial Complaint

  Date:01/30/2023

  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.

  Subscribed to Starlink services for RVs and paid first bill on 9/18/22, for the statement period of 9/18/22 to 10/17/22.Starlink Terms of Service (************************************************************************) Section 6.1 states ************ can be paused and reactivated at any time". On 1/12/2023 I paused service, which should have resulted in no further charges since the "statement period" ends 1/17/23. Their web site said I would still be charged on 1/18, even though that statement period had not started.I contacted Starlink on 1/12. They responded with a boilerplate response that made it clear they had not read the request. They did not follow up until 1/30, by "*****", stating "When pausing service remain connected until the end of upcoming billing cycle Automatically which is a month out. To avoid upcoming charges you would have to be paused a week before billing cycle end". Problem is, this isn't stated anywhere. Not in TOS. Not in any email or document received when service was started. Just some arbitrary rule completely made up in order to force customers into another month of service despite the pause request.I've filed a dispute with my credit card company, but it seems that Starlink could quickly remedy this situation by issuing a refund and putting the service on pause as of the end of 1/17/23, since service was paid in full on 12/18/22. The service hasn't been used since 1/12/23, and I plan to resume service in the spring.

  Business Response

  Date: 02/19/2023

  Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.

• Initial Complaint

  Date:01/29/2023

  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 ordered Starlink internet in Dec 2021 and waited almost 6 months for it to arrive. That was no problem as I understood the wait period. My issue is that the tech support/customer service is absolutely non existent. My internet completely stopped working 3 days ago and I started a chat to get the problem resolved. They sent a generic message that said they were helping other customers and would be with asap. I waited 8 hours and heard nothing so I sent another. Then I waited another 12 hours and sent another they sent me another same generic message so here we are it's been 72 hours and still nothing. I have been so happy with Starlink up until my first problem. I mean I get it if you're busy helping others but to hear absolutely nothing for going on 4 days now is absolutely inexcusable. It just goes to show you that this company absolutely does not value their customers and is not there to help when their equipment fails. I can't wait til there is another competitor in my area I will drop this service so fast. Good job Starlink charge you're high prices for garbage equipment and a expensive monthly bill to get absolutely no customer support. We will see how long you're going to be around with customer service like that. ( if anyone is going to buy this internet for working remote like we do. Make sure you have a back up internet service!!!)

  Business Response

  Date: 02/19/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that there is not enough specific or adequate enough information in the case to assist the customer.  If the issue has not been addressed or fully resolved through the Customer Support application, please provide the full Starlink account # or internal ticket number.

• Initial Complaint

  Date:01/29/2023

  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.

  We received our Starlink and set it up successfully however randomly just after the 30 day try out period was over, the system disconnected and will not reconnect. we tried all of the troubleshooting suggestions on the app and it is still not working so we filed a service ticket. It has been 8 days since we filed a service ticket and no one has contacted us to assist. We live in a rural area and are not able to access phone or Internet through any other company at our home and have no way to call out in an emergency when our Internet is not working. we joined some ******** groups for starlink and it turns out this is a very common issue and usually a defective data cable. so we went ahead and ordered a replacement cable to try to get it to work. They charged our bank account right away for the cable, however it has been 4 days and the cable has not even shipped yet. still no word from starlink on iur service request. All we want is for the business to contact us to correct the issue and send us replacement equipment so that we can get our service back up and running. I would like our bill for the month to be adjusted to not be charged for any days that we did not have service.

  Business Response

  Date: 02/09/2023

  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-642631-14205-84.

  Customer Answer

  Date: 02/09/2023

   
  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.  My issue with starlink was eventually resolved but it did take 13 days for a customer service associate to respond to my ticket. My hope is that starlink will improve their customer service. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/27/2023

  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 purchased Starlink RV to use at my new home while waiting for regular internet services to be setup. When purchasing I was told I have 30 days to cancel and return the device for a full refund. I planned on using the device until regular internet services were available, even if that exceeded the 30 day limit. However, 3 days after setting it up the router stopped working and I wasn't able to use the service. I went through all of the FAQs provided by Starlink, searched the internet, did a factory reset, etc. and it still does not work. I cancelled the service just a few days after receiving it (well within the 30 day window) due to it being broken. They cancelled my service, but never provided a way for me to return the device as they said they would, and therefore I have no way of getting a refund. I submitted a support ticket (the only way to contact them that I have found), but haven't heard back after 13 days of waiting. I just want to be able to return my device and get my refund as I was told I could.
  

  Business Response

  Date: 02/02/2023

  Consumer Response /* (2000, 6, 2023/02/01) */
  The company has responded to my request as of this morning and provided me a way to return my product for a full refund. Thank you!

• Initial Complaint

  Date:01/27/2023

  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.

  Ordered starlink internet on January 8th received confirmation and shipping confirmation next day January 9th but item never shipped. January 16th received billing do on January 24th supposedly to start 14 days after items shipped but item still hasn't shipped. Put in a support request January 22 just not wanting to get billed before it actually shipped like they staight you wont get billed till 14 days after item ships. January 27th now still no response from starlink support ***** has still not received the package that starlink says they shipped and I've already been charged for internet I still don't have. If I get zero response and no package movement by the end of my 30 day trial period ill have to cancel the order. I had high hopes for this been on waiting list forever and this has been a really disappointing start and there is no phone number to call just a email they don't respond to.

  Business Response

  Date: 02/19/2023

  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-******-*****-14.

  Customer Answer

  Date: 02/19/2023

   
  Better Business Bureau: issue was resolved 
  
  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:01/26/2023

  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 Starlink for RV two months ago. It arrived fairly quickly and and was easy to set up and it worked well when I tested it. I then left for the holidays and when I returned three weeks later and tried to use my dish I continue to get issues that state I do not have an active account even though I never paused or cancelled my subscription, I'm using all the equipment they shipped to me when I purchased the kit, I am still being actively charged $135/mo for the service. I opened a support ticket on 1/21 and have yet to hear back from a human about the issue. I depend on this for work now and regardless of that I've paid for a service that I am not receiving and I am not getting any indication they are going to help me with the issue.

  Business Response

  Date: 02/25/2023

  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-******-*****-98.