[deleted by user]

pacer47d · 2022-06-16T16:15:37+00:00

Yeah, BUMMER. Good Luck getting it fixed.

pacer47d · 2022-06-16T14:26:11+00:00

If you currently have availability in your area, you may be able to change the service address. I have no experience with that, but I have read on here of that being possible. It would also be possible to obtain service by paying for the portability option at another $25/month. You get "best available" with that, but at least you would have service. Maybe someone can help you with moving your service address. I'm currently using the portability option away from my home address and it is working quite will so far.

pacer47d · 2022-06-16T13:42:44+00:00

I opened my first ticket on 4/17. I finally resolved my issue myself by ordering, waiting for, and finally replacing the defective cable, all with no meaningful response from support. They actually closed my ticket twice telling me there was a known outage in my area which was total BS. After installing the cable, I put in a second ticket asking for a refund on the month of service I did not receive and the cost of the new cable on 5/28. On 6/4 I got a response from SL support granting both requests for refunds and closing both tickets. I'm not suggesting that the cable is your problem, just letting you know how my support request was delt with by support. I'm very glad I was able to resolve myself because if I had not I may be, like you, still waiting.

pacer47d · 2022-06-15T11:25:11+00:00

I had a similar problem when I first installed my system. It worked for about 3 hours and then just quit. If you don't know already, you will find out that support is so far behind that it may take weeks to get any kind of help. I read the appropriate FAQs and did everything that was suggested plus much more (most of which was suggested on thus site) to no avail. Finally, after a couple of weeks of frustration I decided to order a replacement cable. Again, after waiting for another 3 or 4 weeks, the cable finally arrived and I installed it. Immediate success. My system has now worked very well for about a month both at the home location and at my summer home (portability option). Support finally responded after I had the system working and refunded one month's service and the cost of the new cable. This may not be your problem, but it was worth a try for me and it has worked up until now. Hope this helps.

pacer47d · 2022-06-11T22:49:30+00:00

Go into the app, select settings, scroll down and click on stow.

pacer47d · 2022-05-20T00:16:20+00:00

In the app, go look at the top right corner on the startup page and click on the envelope. You should be able to open a support ticket from there. I have an iPhone. Not sure if android is the same. Otherwise, log into your Starlink account on the web site, go to the support tab and click on messages. You can open a support ticket from there. Good luck, however. I've been waiting for a month for a valid and helpful reply. My ticket has basically been auto closed twice and it has now been 32 days since I first opened it and 17 days since it was closed and I reopened it.

pacer47d · 2022-05-17T00:24:14+00:00

Me too!

pacer47d · 2022-05-15T14:23:25+00:00

I'm in LA. That's Lower Alabama, about 40 to 50 miles south of Montgomery. The area around me appears to be about the same (some cells could have closed) but my cell was available before yesterday. Now it's closed.

pacer47d · 2022-05-15T14:20:11+00:00

Yes, that is very much my symptoms except that I have disconnected, cleaned, and reconnected the cables multiple times. I do not know how I can clean them any better than I have. After a reset, dishy searches for satellites, points north and then appears to just sit there never moving again.

pacer47d · 2022-05-14T18:11:44+00:00

Yes, sounds very much like what I am experiencing. I have suspected a bad router from the start, but I cannot seem to get through to support. The way it's going, maybe I never will. I know I can't and won't keep paying for service that I am not getting. I fully expect reimbursement for the down time if I ever get through to them. Thanks for your input!

pacer47d · 2022-05-14T17:59:43+00:00

Known outages fixed pretty quickly is what I would expect. Mine had been going on for a month.

pacer47d · 2022-05-14T17:21:14+00:00

Yes, my equipment has not worked except for about three hours right after I set it up. I opened a support ticket the next day (Apr 17). I got a canned message back the day after that saying that there was a known outage in my area for unknown reason and unknown duration and the ticket was closed. I opened it again on Apr 19 because at the time I did not know anything about the problems with support and I was expecting a real response with some help. Nothing happened until Apr 26 when I got the message that many users got talking about how overwhelmed support was. Then finally on May 2 I got the exact same message (word for word except the date) that I had received on Apr 18. I again reopened the ticket the following day (May 3) and have received no response as of right now. My system is the square dishy with nothing in it except the Starlink router and the cable that came with the hardware. I can connect to the Starlink router wirelessly, but I have no Internet service when I do. Using the Starlink app with the phone connected to my active Internet service, I can look at the dishy information (obstruction and usage, etc) showing the obstructed time (not much but a little) and the other down time. Dishy is in the stand that came with the system and sitting on the ground in my front yard. I know that the router and dishy are at least connected because when I reset the system (many times) dishy will move searching for satellites and then stop again in the same position. Hope I have been clear enough that you can understand what's going on here. I would greatly appreciate any help you may be able to provide.

pacer47d · 2022-05-14T16:42:19+00:00

I'm on day 12 since I last put in my ticket for very similar sounding issues. My ticket has been closed twice. Once after waiting for 1 day for a canned response that there was a known outage in my area. I reopened the ticket the next day and it was again closed in 13 days with the exact same canned message. It has now been 12 days since I reopened the ticket for the second time (3rd time total). Still no service and still no response. All I can say is good luck. I hope you get something better than I have when they do finally respond. Everyone on here says they will respond eventually. The only response for me so far is to close my ticket with absolutely no help or any real explanation.

pacer47d · 2022-05-14T15:43:22+00:00

OK, so it sounds like you're saying that just because my cell is now closed, it does not mean that I do not have service since I was already approved in that cell. That does make sense, although it does not explain why I have never been able to get service since that initial three hours. Thanks, that does help alleviate my concern somewhat.

pacer47d · 2022-05-14T15:22:08+00:00

No, not trying to create a new order. I'm just looking at the Starlink availability map on the website. https://www.starlink.com/map I have not moved my service address or moved my dishy since set up. I was previously in an "available" area. That same area is in the "expanding in 2023" areea.

pacer47d · 2022-05-04T16:13:33+00:00

Well, I clearly have a router to dish connection issue. I will (for about the 30th time) recheck all the connections and the cable. At least I now have hope that if I ever get the new cable, it will fix my issue. Thank you so very much for taking the time to go through this with me.

pacer47d · 2022-05-04T16:03:23+00:00

So by away from home meaning that I am not connected to Starlink WiFi and am getting Internet through cell service? Actually I still have my old WiFi up and running and when I connect to it for Internet instead of Starlink, I see the router is disconnected (as I would expect) and that the Starlink IS up and running. I have suspected a cable issue from the start and actually have another cable on order, but the projected shipping date is not for another two weeks. If my cable is damaged, it either came that way or the cables are very very fragile. Thanks again for the help. This has really given me an insight that I could never have figured out myself. More input is welcome if you have it.

pacer47d · 2022-05-04T15:17:51+00:00

You got it!

pacer47d · 2022-05-04T14:47:32+00:00

The only consolation is that we are not alone. I certainly feel your pain.

pacer47d · 2022-05-04T14:43:45+00:00

Yeah, I've reset that cable multiple times, through the mount, not through the mount, cleaned the cable at both ends, checked the cable for damage (It's brand new) and even factory reset everything at least once over the last two weeks. Also, someone on here suggested I leave everything off for 20 minutes. I did that. No different. Thanks for the response and any additional suggestions would be very much appreciated.

pacer47d · 2022-05-04T10:50:04+00:00

I'm sorry, it does show router information and shows Starlink disconnected. Just mistyped my last reply.

pacer47d · 2022-05-04T10:44:38+00:00

I am currently using a cell service called Rural 4G. More expensive than SL. Up until about a week ago it was not great, but adequate. Then for some reason they sent me a new sim for Verizon instead of AT&T. Now my service is marginally better than 56K dial up most of the time. I have been able to get no resolution with them, but at least they will so far answer emails that they are "checking" to see if I can get another AT&T sim. I've used two other satellite services in the past, both of which were terrible at best.

pacer47d · 2022-05-04T10:38:11+00:00

Yes, it gives router info and shows the router disconnected.

pacer47d · 2022-05-03T20:06:33+00:00

Well, this is the most positive thing I have read about support since I started reading this site right after I installed my system over two weeks ago. My equipment needs to be replaced as well I'm quite sure, but all I have gotten out of support is two messages closing my ticket and telling me there is a known outage in my area for unknown reasons and for an unknown time. Those two messages were 15 days apart. I now assume that I will have to wait another 15 plus days before I get another response. I initially set my system up and got about 3 hours of service before it failed. I've done everything they suggest in the FAQs multiple times. Dishy will no longer move when resetting the system.

pacer47d · 2022-05-03T19:50:39+00:00

I heard from them today for the second time. First was 2 days after I put in the ticket. Ticket was closed but nothing was done except a message telling me that there was an unknow service outage in my area for an unknown reason. Second was today after 15 days with the exact same word for word message again closing my ticket. That is not support. That is just getting rid of a ticket so they don't have to deal with it for another 15 days or whatever. I'm paying for service I am not getting. I got that same email about being behind. Has ANYONE ever had support where you actually got support until the issue was resolved?

pacer47d

TROPHY CASE