Sorry, Starlink users. SpaceX will not compensate you for last week’s major outage, which shut down access for more than two hours.
“Starlink does not offer service credits or refunds for outage periods except for SLA violations for global and local priority plans,” the company says in a note on its support page.
(Credit: Starlink.com)
SLA stands for “Service Level Agreement,” which does offer compensation for an outage —but only if you’re subscribed to the business-focused and more expensive Priority plans.
As a result, it looks like consumers on the Starlink Residential and Roam tiers won’t be receiving any reimbursement for the outage, at least not officially. The company’s service plan policy notes, “stated speeds and uninterrupted use of the Services are not guaranteed,” giving SpaceX an out from offering compensation to outage victims.
Still, on social media, some Starlink customers have reported receiving compensation in various forms. A consumer in Ireland reports that the company offered to reduce their bill by 20% for next month after they contacted Starlink customer support.
“I have had experience in the past of Starlink compensating me for different issues, so I thought, what the hell?” the user said in an email.
Others have received emails from SpaceX saying the company is reducing their monthly bills by 20% over the next six months. However, the email doesn’t market it as compensation for the outage. Instead, SpaceX says the discount, which showed up randomly in the days prior to the outage, is because they are “a valued Starlink customer.”
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Meanwhile, a few other customers have also posted about SpaceX sending them new Starlink hardware following the outage.
Some consumers have been complaining about Starlink’s customer support failing to address their connection problems, which have persisted after the outage in certain cases. “It’s been a week and I am no closer to a solution than I was a week ago,” wrote one user on Facebook.
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About Michael Kan
Senior Reporter
