If you have a complaint about your Starlink Services or Kits, we want to help you resolve it as quickly as possible. You can file a claim by any of the following means:
Open a Ticket:
The fastest way to receive a solution is to log in to your Starlink Account on the Customer Support Portal and submit a Customer Support Request describing your problem and desired solution.
Please include "Consumer Complaint" in the subject of your ticket.
By email:
Send an email describing your issue and desired resolution to starlinkresolutions@spacex.com. Please include "Consumer Complaint" and your Starlink account number in the subject line of your email. If applicable, please include the following: (i) explain how and when the incident arose; (ii) describe any security incident and/or personal injury or property damage that occurred; (iii) describe in detail any financial compensation to which you believe you are entitled; (iv) attach any documents or photographs that support/illustrate the claim.
By postal mail:
Send a letter describing in detail your problem and the desired solution to the following address:
Starlink Internet Services Limited
C/O BDO
5th Floor, Beaux Lane House
Mercer Street Lower, Dublin 2 D02 DH60
Please include "Consumer Complaint" and your Starlink account number in the subject line of your letter.
If you decide to make a claim, we will need a detailed description of your issue and the best way to contact you so that we can review your issue and respond to you.
Once your claim has been submitted, we will provide you with a reference number that will allow you to properly track your claim.
Our goal is to resolve any incident as quickly as possible. We will do our best to resolve the issue immediately; however, if we are unable to resolve your complaint immediately, we will review your case and contact you as soon as possible. We will provide you with a solution to your complaint within 14 days of receiving it. In the event that a definitive solution cannot be given within this period, we will inform you of the necessary period for it.
When we have resolved your incident, we will proceed to file the claim. We will also file your complaint if we have tried to contact you without success for more than 15 days. If we are unable to resolve your complaint, we will send you a notification in your account indicating that it has not been possible to resolve your complaint.
If you have exhausted the above procedures and are not satisfied with the outcome of your claim, you can also request an out-of-court resolution of consumer disputes through the European Commission's online dispute resolution platform, available at the following address: https://ec.europa.eu/consumers/odr/main or through the Spanish consumer protection authorities, when appropriate.
In the above assumption, or if you have not received a response after one month from the filing of your claim, you may also request the out-of-court resolution of disputes regarding telecommunications consumption at the Telecommunications User Service Office of the Ministry of State of Telecommunications and Digital Infrastructures. For more information about this procedure, and to file a claim, click here.