Does Starlink offer customer service? How can I contact them?

Alright, let me share my experience regarding Starlink's customer service. This is indeed a common concern for many.

In general, Starlink does have customer service, but it's quite different from the traditional telecom companies (like China Telecom or China Mobile) that offer phone hotlines. They prefer you to resolve issues yourself through their online system or by submitting a "support ticket" and waiting for a response.

Let me explain this in two scenarios:

If you are already a Starlink user

For users who have already paid and own Starlink equipment, the primary channels to contact customer service are the Starlink App or the official website.

1. Log in to your account: This is the essential first step. Whether you're using the mobile app or accessing the website on a computer, you must log in first.
2. Find the "Support" entry: In the app or website menu, you'll find an option similar to "Help" or "Support."
3. Browse the "Frequently Asked Questions" (FAQ) first: After clicking "Support," you won't immediately see a "Contact Us" button. It will first display a large number of categorized questions, such as "Outages," "Billing," "Installation," etc. Starlink expects you to find the answer yourself first.
4. Crucial step: Submit a ticket:
   • Click on any topic that is most relevant to your issue.
   • At the end of the article, there will usually be a question like "Did this answer your question?" accompanied by "👍" and "👎" icons.
   • Please click "👎" (No/Didn't solve it).
   • After clicking, the system will typically give you an option to Create a Support Ticket.
   • You can then describe your problem in detail, upload photos or screenshots, and submit it. Customer service will then reply to you through this ticket system or your registered email.

To sum up: As a user, the only official way to contact them is by submitting a support ticket through the App/website. There is no public customer service phone number, and response times can vary from a few hours to several days, depending on their workload.

If you are not yet a user (just inquiring)

This situation is more challenging.

• No public pre-sales customer service phone number or email: You won't find a number you can call to ask "Is it available in my area?" or "How do I choose a plan?" This is one of their most criticized aspects.
• The only source of information is the official website's FAQ page: At the bottom of the Starlink official website, there's an "FAQ" link. This covers most basic questions about ordering, equipment, service areas, etc. Before placing an order, you can only rely on this publicly available information to make your decision.

So, if you're just in the consideration phase, the best approach is to carefully read the official website's FAQ, or check out user communities (like the r/Starlink subreddit on Reddit) to see discussions and experiences shared by other users.

I hope this explanation helps you!