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Ask HN: Does Starlink not have real support?

9 points by menacingly ↗ HN
I have Starlink, I have been something of a fanboy, but I recently encountered an (honestly fairly simple) support issue and the lack of there actually being any presence at all

Are they somehow an ISP that took the Google route for support? I just assumed for the cost / fees there would be some kind of support, but I am seeing that it's common for people to wait weeks.

My issue is a swap of equipment, but I can only guess if you had an actually difficult issue, you'd be sort of out of luck for a while.

9 comments

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basementcat
Their customer support is unfortunately understaffed and undertrained. If you have an urgent issue and know a company employee, perhaps you can get help through them?
websap
If this is the answer, YIKES!
menacingly
yeah, it actually would have impacted my buying decision if I'd known about the support beforehand
inemesitaffia
The fees are lower than satellite competitors for better speed/downloads.

Phone support is available for higher paying customers.

Buy through an authorized reseller

menacingly
I'm fairly competent, I don't even really have a "support" issue, I just need them to stop billing me for a device that was damaged and replaced. You can't terminate unless the "device is online", and the fact that there isn't a very direct support path for this is wild
guidorice
> You can't terminate unless the "device is online"

:-O good to know! current subscriber here. yikes indeed.

inemesitaffia
That's definitely untrue. Power off your device and see if you can't terminate service
inemesitaffia
That device is online thing ain't true because there's my dish that got bad and thousands of individually bought ones in Ukraine getting damaged.

Talk to your Telecoms regulator and give your phone number. You've probably hit a computer says no situation.