A day after SpaceX reportedly fixed Starlink’s worldwide outage, some subscribers say they still can’t connect—to the internet or the company’s notoriously lackluster customer service.
An hour ago, a West Virginia subscriber said they were still offline. “Rebooted, unplugged/plugged back in router and dish. Opened tickets for help but they keep getting closed with a generic message saying that a majority of service is restored. Extremely frustrating,” they wrote.
(Credit: Downdetector)
The Starlink subreddit is full of similar reports from Arkansas, Florida, Michigan, California, Missouri, Italy, Germany, and Canada. However, the number of users reporting issues has dropped to typical levels on Downdetector, suggesting problems are contained to a small group.
The continued service interruptions are confusing customers because SpaceX declared the outage was over 2.5 hours after it began. It’s unclear what the fix is for those who continue to have issues, but one person says they “just kept rebooting it, and it finally kicked in.” Another person said they “Did a factory reboot and two updates.”
There seems to be wide individual variation in the effect and resolution of the outage, and Starlink has not posted any troubleshooting steps.
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The company’s customer service is known for being inconsistent. After years of complaints about a system that required people to submit a customer support ticket through the app or their Starlink.com account, Starlink last year finally opened a customer support phone number for subscribers in the US and Canada. That came after PCMag’s resident Starlink expert, Brian Westover, said the lack of customer support was his number one issue with the service. (Brian’s Starlink service in Idaho was down for about two hours yesterday.)
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It’s a surprising flaw for the somewhat pricey internet service. Full residential plans cost $120 per month, though a pared-down offering starts at $50.
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Disclosure: PCMag parent company Ziff Davis owns Downdetector.
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About Emily Forlini
Senior Reporter
