If you have a complaint about your Starlink Services or Kits, we want to help you resolve it as soon as possible.
Open a Ticket:
The quickest way to receive a resolution is to log into your Starlink Account in the Customer Support Portal and submit a Customer Support Request describing your issue and your desired resolution.
Please include “Consumer Complaint” in the subject of your ticket request.
If you choose to submit a complaint, we will need a detailed description of your concern and the best way to reach you so that we may investigate and respond.
Our goal is to resolve any problem as quickly as possible. We will do our best to fix the issue straight away; however, if we cannot promptly resolve your complaint, we will investigate further and get back to you with an update as soon as we can.
For complaints submitted by mail, we will respond to you within 10 business days of receipt.
Once we have fixed your problem, we will close your complaint. We will also close your complaint if we have tried to contact you, but have not been able to reach you for more than 15 days.
If we are unable to resolve your complaint, we will send you notice in your account noting your failure to respond, known as a “Deadlock Notice.”
If you are not satisfied with the outcome of your complaint, you can involve the Center for Effective Dispute Resolution using their Communication & Internet Services Adjudication scheme. The CEDR provides a free, independent service for Starlink customers who are not satisfied with the outcome of their complaint. CEDR will give you advice if you are a home or small business customer who either complained eight weeks ago and is still struggling with their issue or received a “Deadlock Notice” in the past 12 months.
To use the CEDR’s Communication & Internet Services Adjudication scheme:
Visit: https://www.cedr.com/consumer/cisas/complainnow/
Phone: 44(0)20 7520 3814
Email: cisas@cedr.com
Write to them at: Center for Effective Dispute Resolution, 70 Fleet Street, London EC4V 1EU.