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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Instruments.

Complaints

Customer Complaints Summary

  • 365 total complaints in the last 3 years.
  • 62 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:11/21/2024

    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.
    service was paid for but does not work. I have attempted to contact the business through their messenger but they have failed to contact me. There is no telephone support.

    Business Response

    Date: 01/03/2025

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

    Customer Answer

    Date: 01/04/2025

     
    Complaint: 22585795

    I am rejecting this response because:

    the **************** is very poor. I gave up on this company and cancelled my service and went back to a traditionally wireless internet carrier.


    Sincerely,

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

    Business Response

    Date: 05/23/2025

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

  • Initial Complaint

    Date:11/13/2024

    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 have a dispute with my ***** account Dispute ID ******************. I was scammed by the seller on FB as his item was not as described. The item was bent and covered in dog fur. When questioned the seller refused to send refund. ***** payment was defaulted to friends and family I did not change it due to the small amount for the transaction. I am very upset now not because of the money it's because I was deceived by the seller and now ***** is not helping me. I am asking ***** to overturn the case and refund the purchase.

    Business Response

    Date: 11/18/2024

    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).

  • Initial Complaint

    Date:10/24/2024

    Type:Customer Service 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.
    We purchased Starlink internet service and had it installed by a contractor (Starlink Installation Pros) August *******. Since the installation date, the equipment has not worked properly. I placed a ticket with Starlink and a troubleshooting report that we conducted shows the dish connection is 6.63% blocked. The Starlink Installation Pros installer came back out and suggested replacement of the modem as a first line intervention. Then replacement of the dish if that does not work. Ultimatelym the dish may need to be relocated if these interventions do not work. I placed another support ticket with Starlink on 10/4 and have gotten no response to my request to replace the modem. We have been paying $120 a month for Starlink internet service since August and are not able to use this as our internet provider due to the obstruction/failed equipment install. My husband and I both work from home and cannot stay connected to our Teams and Zoom meetings while using Starlink. We want replacement of the equipment expedited as we are paying for a service we cannot utilize.

    Business Response

    Date: 11/18/2024

    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:10/21/2024

    Type:Delivery 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.
    On 9/30, I reached out to SpaceX / Starlink because my router stopped working. On October 3 they called me and tried trouble shooting the problem only to tell me they were going to replace my modem. I finally received the new modem on October 10th. I was still not able to connect to the internet. On the October 11th I got a call again trying to troubleshoot the problem and this time they decided the satellite was bad and they needed to replace the whole system. I asked the person if they could rush the order since I had been without internet at that point for almost 2 weeks, she said she could not. I received an email on October 11th stating that I would receive the order between 10/17 - 10/21. On 10/20 I received an email stating I would now receive the order between 10/19 - 10/23. And today (10/21) I received an email stating I would now receive the order between 11/2 - 11/6. I have a mini Starlink that I purchased from them but would be charged more charges if I used it. I would like to be able to use the mini Starlink with unlimited internet for no additional charges until my order is received and my internet is working.

    Business Response

    Date: 11/04/2024

    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

    Customer Answer

    Date: 11/06/2024

     
    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,

    **** May

  • Initial Complaint

    Date:10/19/2024

    Type:Customer Service 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.
    Starlink assigns the satallite ID to your account upon shipping the system. This ID is then linked to your name and credit card. In this instance, Starlink sent my assigned satallite ID to another customer. I have had a ticket in with the "customer support" for 4 days with no response from Starlink. I have no recourse to correct this, but I have a system from Starlink that I can not use and another person is using my account and my credit card for their service.Ticket number - ORD-********-*****-95

    Business Response

    Date: 11/18/2024

    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-*******-*****-39

    Customer Answer

    Date: 11/18/2024

     
    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:09/16/2024

    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 wife and I have a joint checking account. Last week after reviewing our transactions, we saw a $299 payment in holding to Starlink Services which we never ordered. Assuming our bank info had been stolen, which we actually haven't had any other incidences besides this one, we closed the account and had a stop payment put on the Starlink charge and were told they would be kept from attempting another ************, roughly a week later, yet another charge from Starlink is in attempt on our old account (which we have deactivated but were advised to keep open in order to switch our other ACHs to the new account). We're trying to contact them to find out what is going on and to head this off, but they don't have a single way of contacting them other than being an account holder...literally, they infamously don't have a phone number, which added to them trying to take money from our account just seems very shady.I'd like someone to get in touch with me to resolve this, otherwise I'm going to speak to my lawyer.

    Business Response

    Date: 10/05/2024

    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).

    Customer Answer

    Date: 10/05/2024

     
    Complaint: 22261526

    I am rejecting this response because:

    Whoever opened this account did so with a stolen bank account (mine) so not only do I have no idea whatsoever what the account information is, but you also clearly didn't use any effective security/verification protocols to catch this person beforehand (maybe if you had more contact options than just an app...) which, to me, seems like an accessory to fraud. But the lawyer I'll be forced to speak to in order to resolve this can confirm.

    The whole problem is that I *can't* contact you via the app in order to get this account closed because I wasn't the one who opened it.


    Sincerely,

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

    Business Response

    Date: 06/08/2025

    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).

    Customer Answer

    Date: 06/09/2025

     
    Complaint: 22261526

    I am rejecting this response because:

    it's absolutely useless. A fraudelent account was opened and paid for with my stolen bank information, and you are so inaccessible that I had to go to the BBB just to try to resolve this. You don't allow any non-account holders to contact customer service, an I am not an account holder because the account that was opened with my money was not opened by me.


    Sincerely,

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

    Business Response

    Date: 06/13/2025

    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:09/16/2024

    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.
    Payment from Starlink was flagged by my bank as fraud. I cancelled my card and my service was terminated by Starlink. Starlink notified that my bank had flagged my payment as fraud. I submitted the requested information to Starlink to have my account unlocked and received no response, 7 days ago as of today. I had completed multiple customer support tickets to have them ignored or closed without notice. Starlink has currently received payment but I still do not have internet service and my account remains to be locked. I cannot sign up for a new account because my equipment is associated with the old account. I would prefer not to purchase additional equipment as a new system would be $700 in initial costs.

    Business Response

    Date: 10/05/2024

    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-2853970-95370-56.

  • Initial Complaint

    Date:08/26/2024

    Type:Sales and Advertising 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.
    We placed an order for a Starlink unit. It said it was unable to process at that time. Tried a second time. They charged us for both units. We got the refund for one unit. Connected the other unit. Had a signal. Had an account. They disabled our account after taking the first months plan payment. We paid for the unit we received. They sent numerous emails to us saying we were committing fraud. We spent ****** for the kit and a month plans $120. They disabled us altogether and no customer service number to call. We have been emailing almost daily for them to assist us with virtually no response. I need help. Please

    Business Response

    Date: 09/08/2024

    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:08/26/2024

    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.
    Our internet has been so slow you can barely use it. When we First got Starlink little over a year ago it was great our speeds were great we had no issues then it started getting slow i contacted them ran some test they sent us a new router it helped but for sure was not the only issue. our speeds keep getting slower and slower I have contacted them on and off for the past 6 months they tell us its fine its running like it should or the favorite excuse is that we are in a high traffic area and the speeds will reflect that. They have now sent us a router a cable and new Ethernet adapter and are now sending us another router. I will say they have paid our bill here and there and helped in the part but that's it. I have tons of pictures videos screen shots of the chats and our speeds that we are getting on a regular basis. I understand there will be drops in speeds that's just the nature of it but getting single digit speeds is not acceptable. rite now as I'm writing this i have done 3 speed test all from different speed test sites and they are 1 to 4Mbps download and .02 Upload My Phone internet from **** its 7 times faster than that. The only way you can contact them is through the chat you can never talk to anyone on the phone no matter how long you have been dealing with this issue. i have asked them multiple times when they say we are in a high traffic area why would you over sell an area then? you are charging ppl a premium amount on subpar service because you sold it to too many people in this area. We have no other Internet options in our area this is it all i want is for it to work like it's supposed too or if they can't figure that out then they need to offer us a deal on upgrading us to premium service or something because paying $120.00 a month for 4Mbps speeds is crazy. You can't get anywhere with the chat people they read off a script and just keep throwing parts at it when there is obviously a bigger issue. Its effecting my work and online classes.

    Business Response

    Date: 09/08/2024

    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:08/19/2024

    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 subscribe to Starlink Satellite internet service. The service continues to be highly unreliable and frequently is offline despite the fact that I am paying for the service. So I am not receiving the service they are contracted to provide. There is no way to contact any support outside of an email which goes days without any response. I pay $120.00 a month and this has been an ongoing matter for multiple months.

    Business Response

    Date: 09/08/2024

    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-*******-*****-65

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