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:11/24/2024

  Type:Customer Service 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 am filing this complaint regarding an ongoing billing issue with Starlink and the unprofessional behavior of their customer service representative.I ordered ********************** months ago after being assured by a representative that billing would only occur for months after I activated my system. Unfortunately, I was billed for several months, totaling over $400, even though I never activated or used the ********** complicate matters, my Starlink kit was stolen upon delivery, though it was recently recovered by the police. I provided Starlink with the case number and am in the process of obtaining a copy of the police report, which I informed them would take time due to the weekend and the procedures of the local police department in *********, ******. Despite my proactive communication, their customer service representative, *******, has been dismissive and unprofessional in tone.I understand that Starlink operates on a subscription-based billing model, but I was misled at the time of purchase and have had no opportunity to use the service due to the theft of the equipment. I have requested that they review my case and issue a refund for the months I was unknowingly charged so I can activate the service. However, they have not provided a satisfactory resolution and have only reiterated the same points in a ridiculous and condescending manner.This experience has been frustrating and disappointing, especially given the significant financial impact. I am seeking assistance from the BBB to resolve this issue by requesting:1.A full refund of the months I was billed without activating or using the service.2.A review of their customer service policies to ensure professionalism and understanding in future cases.

  Business Response

  Date: 12/09/2024

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

  Customer Answer

  Date: 12/09/2024

   
  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. Thanks to ***** from Starlink. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/17/2024

  Type:Product 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 ordered my Starlink starter kit on 09-27-24 using a referral link from a friend. Using the link was supposed to get me one month free service. I have never seen this credit. I reached out to customer support via their AI chatbot on 10-16-24, and the response was that the referral credit would be applied 30 days after activating my account. I activated my account, and I was immediately charged for my first month service. I waited the 30 days, and then I received my second bill and was charged the full $120.00. My projected next bill also shows I will be paying $120.00. I reached out again to customer support and created a support ticket, but the representative closed the ticket stating I had received a service credit of $100.00. Yes, that was a regional service credit based on my location when I signed up. It was a promotion Starlink was running at the time I ordered my kit. However, I have never received the referral link credit for a free month of service, so I am seeking a refund of $120.00, or a credit placed on my account for my next month's bill. I have already shared screenshots with Starlink customer support proving I used the referral link.

  Business Response

  Date: 11/22/2024

   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-*******-*****-48

  Customer Answer

  Date: 11/22/2024

   
  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:10/22/2024

  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.

  Starlink is a business owned by SpaceX. My Starlink router is offline and is not functioning since Friday October 18. Ive submitted several tickets with no response. I run my business out of my home and require internet access. Ive emailed, submitted tickets, provided images, followed all recommendations online and not a single response. This is affecting my business and my location is up the ************** so I only have one other option besides Starlink for internet access and its too slow. I need this issue resolved. Why cant they respond? Why cant they call? This is really the worst customer support Ive ever experienced.

  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-3180920-19220-35

• Initial Complaint

  Date:10/21/2024

  Type:Delivery 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.

  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:

  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.

  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:10/05/2024

  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.

  My Starlink dish began to continuously bootloop, which means, no service. Contacted support. The delay was unwelcome, but the agent was helpful, and said remote diagnostics indicated router problem. Sent me a new one. Ok Wait Get the new router. Try it. Doesn't work. Internal diagnostics on the app show no cable issues. So, my dish is busted. Contact support. They insist on sending me a cable. I push back, get nowhere. Fine.Wait New cable arrives. It is stupid long. Whatever. Do the thing. Bootloops, as expected. Contact support.THEY CLOSE THE TICKET AFTER STATING THEYRE SENDING ME A STANDARD DISH REPLACEMENT.What? I can't reopen the ticket to tell them thats not the right dish. ***? Maybe they just made a mistake.Get the new dish. Nope, its the wrong guy type. It is in fact unusable by me, because I need to use a mount. Contact ********** reply No reply No ********** another ticket the next day, complaining that support won't respond. Get a reply in hours, stating that I have multiple tickets open, that they're closing this new ticket, and that someone will reply to my other open ticket.......except, that didn't happen.I am now 6 weeks without service. I have a dish I can't use, for a service I pay for, and now I'm getting emails stating I need to send my original dish back, which I can't even do if I wanted, bc it won't fit into the box of the new dish they sent me, a procedure Starlink tells me should be done for returns!All and all, a hideous experience. Absolutely shocking how poor this is

  Business Response

  Date: 10/11/2024

  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-*******-*****-37

• Initial Complaint

  Date:09/24/2024

  Type:Customer Service 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 chose to use ***** which is notoriously bad with non existing customer service while also not providing any customer service them selves. Unresponsive and only relying on the idiotic AI chat bot. Request for human help gets AI bot response.

  Business Response

  Date: 10/19/2024

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case on 9/26 and attempted to call the customer for a resolution. Since then, a chargeback was submitted on the account and no further contact from the customer was provided.
  

• Initial Complaint

  Date:09/16/2024

  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.

  9/10/24 I received an email saying I was go to charged $15 more for features I dont plan on using ontop of my $150 a month subscription fee. I work in road construction in ****** and the only internet provider I can have in rural ****** is Starlink. Where there is no cell service or internet connectivity such as Starlink. Now they are going to up the fees for services I do not wish to have or option out of. And it is unnecessary for them to up my money fee for add ons which I do not use.

  Business Response

  Date: 10/05/2024

  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 Starlink 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 FAQ page. If a ticket has been submitted, please provide the internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

• Initial Complaint

  Date:09/16/2024

  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.

  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:08/28/2024

  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.

  I am an active duty ************ member stationed in *****, and living in a Japanese house in *******. I purchased a Starlink terminal from ****** Okinawa and am not able to set up the service because all forms of payment keep getting declined by Starlink. I have made numerous attempts to pay using four separate payment methods, yet each card or account shows zero attempts by Starlink to charge for their service. Starlink blames the declined payment on my credit card company, but this information is simply false.Furthermore, Starlink requires an account to access their customer support, so I cannot even send them a message or email about my issue. Web forums and social media as well as scouring the customer support pages on ************************** have yielded no results. I have no other recourse to remedy the problem.

  Business Response

  Date: 09/08/2024

  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)

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22207089
  
  I am rejecting this response because it does not work for all customers. In my case - and many others who purchased a Starlink Terminal at ****** - creating an account is not even an option on the Starlink website, much less creating a ticket like SpaceX suggests. To restate, a customer who purchases ********************** from an approved vendor has no clear pathway to receiving support from the website until AFTER they set up an account. And they cannot create an account until AFTER they pay for the service. If the customer has a payment issue (common for service outside the ****** Starlink will not assist - posting on social media to get assistance is the only apparent option. I dont think this is reputation SpaceX or Starlink wants. I would encourage the business to review recent postings on Reddit for more context.

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

  Business Response

  Date: 06/08/2025

  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)