After a Year of Promises, Starlink Customer Support Is Still Terrible

pcmag.com:

Got a problem with Starlink? Don’t be surprised if you encounter a long wait via SpaceX’s customer support channel. 

A year ago, SpaceX said it would shore up the customer support for its satellite internet service following complaints. But users say slow response times persist, forcing some customers to wait weeks for a solution while sometimes receiving unhelpful, automated replies. 

“You can never talk to anyone, it is all done by messaging,” says Starlink subscriber April Vaught, who resorted to fixing the issue on her own by canceling her account, factory-resetting the Starlink hardware, and then starting a new account.

Starlink’s customer support took five days to reply to her with a useless automated message. “I feel they need to be better. The service is pricey, the least they could do is offer better customer support,” she says.

So cool. And do you think you can add customer support to Starlink for those of us earthlings? pic.twitter.com/uVXte5psiQ(Opens in a new window)

You can find similar complaints on Facebook(Opens in a new window), Reddit(Opens in a new window) and Twitter(Opens in a new window), some of which will claim Starlink has the “worst customer service ever.(Opens in a new window)”

The issue can be particularly maddening for users who received their Starlink dish hardware, only to encounter errors when setting it up. Subscribers have no way to call SpaceX, all they can do is send a support ticket through the company’s website or app. 

“I wish more people knew how awful the human element is there,” says Joseph Browning, a former Starlink subscriber. Although Browning says Starlink's internet service is “awesome,” he was forced to cancel after the company’s customer support failed to restore access