RicochetStarlink

To to the Starlink Support website (https://support.starlink.com), search the support topics for anything related to payment. Open the topic and click the 👎 button. This will open the form to create a new support ticket. Alternatively, you can send an email to starlinkresolutions@spacex.com. In either case, allow at least a 7-10 days for a response.

Nope. The position of the dish is determined by the mothership based on it's location (lat/long). There is absolutely no way for a customer to change the azimuth (compass direction) or elevation (angle from the ground to the sky) of dishy. You're only real option is to get the dish mounted high enough to get past most of those obstructions. You might consider using a company that does these kinds of installations such as the one in this forum post:

Same here on both points. The only available "broadband" is DSL from the local telephone company. FWIW, DSL no longer qualifies as "broadband" under the latest, industry-wide definitions that define a minimum speed of 25Mbps. 👀 We live between two small towns -- 2 miles from the town to the west and 7 miles from the town to the east. Spectrum is available in both towns. However, we are in "the dead zone". Reportedly, their technicians have been seen in our neighborhood eyeing telephone poles and report, "We might be bringing fiber into this neighborhood." I think that's urban legend... I still have to watch that awful Spectrum vs. T-Mobile commercial about 10 times each night on FreeVee... UGH.

Try a factory reset on the router. From https://support.starlink.com/topic?category=8...

@JcM, You wrote: > 3. Why does the distance to the ground station matter? My data is flowing from my location to and from the satellite(s), not to a ground station. Because your data which is flowing from your location to and from the satellite(s) is also being routed between the satellite and a ground station to get to the Internet. It's another piece of the puzzle. > 7... but I'd like to get closer to the possible performance. Kind of like buying a car rated at 45 mpg, but then getting only 25. (I know, I know, YMMV.) Actually, it's more like buying a vehicle that is capable of 200mph and driving it at 55mph (or 75mph) in traffic... 😉 > 8. I use the Ookla tool. I've found that the Starlink app speed test often does not work; it simply does nothing when I try to run it. About 80% of the time, I have to run the Starlink app's speed test twice. The first time it states, "Speed test temporarily unavailable. Please try again later." However, tapping the "Try Again" button at the bottom of the screen immediately seems to work most of the time. Ookla is one of the best out there. I also use a Mac app called Internet Speed Test by AppYogi. If you subscribe, you can set it to run a scheduled speed test on some interval (e.g., hourly). It will hang on to the results and you can get the accumulated results in a text file or, my favorite, a CSV file. VERY HELPFUL. > 8... I've tested from two different phones and a tablet with consistent results. I hear you loud and clear. This eliminates a single device as the point of trouble. > Reading lots of reports online indicating many users are seeing speeds decreasing. Yes, many have reported decreasing speeds. However, as long as speeds are fast enough, I'm not sure this matters at the moment. Starlink is launching additional satellites on a very regular basis which, of course, increases capacity. However, demand of Starlink is growing at an even faster pace. As Starlink Support has reminded me a couple of times, they are breaking new technological ground every day -- NO ONE HAS EVER DONE THIS BEFORE. So, there are going to be some "growing pains". > I suppose I should just accept what I'm getting and move on. Not necessarily. We all want more... more speed... more bandwidth... However, most -- not all -- Starlink customers have chosen to live in an area where there are few, if any, other Internet Service Providers that can provide real broadband-level service. My wife and I have DELIBERATELY chosen to live in rural America in our last three homes. Sure, we could move to the city and get fiber optic or 5G UWC service providing speeds 3x-10x faster than Starlink's possible speeds but... WE DON'T WANT TO LIVE IN THE CITY. PERIOD. Anyway, I hope this has been helpful... and I hope Starlink's satellite launches make the service faster -- for all of us!

@JonB, I am so sorry. I don't know what else to recommend. @StarlinkLeader, do you have anything to offer @JonB?

@Tonus, I'm glad you found this helpful. As for bypassing the Starlink Router, it's a matter of choice. If you don't bypass, you will have a Starlink WiFI network bring broadcast which is a potential attack vector for malware and/or freeloaders. My preference would be to Bypass so I don't have to worry about a WiFi network that I am not using.

Request a credit for that month of service from Starlink Support.

Congratulations on receiving your Starlink Kit!!! Is this a new installation or a replacement for an existing kit? Setup. Before you start introducing a third-party router, I recommend the following approach. If you come to a point where Internet connectivity is not working, fix it before moving on. If you have to back up and start over, go through these steps again, one-by-one, in the same order. You'll be glad you did. 😉 Set up the Starlink Kit as if it would be the ONLY WiFi network you have. Attach the Starlink Ethernet port as part of this setup. Use a laptop or mobile device to connect to the Starlink WiFi network and verify Internet connectivity through the Starlink system. Attach a wired device to the Starlink Ethernet port and verify Internet connectivity. Attach the ASUS router to the Starlink Ethernet port and configure it. Be sure you give the ASUS WiFi a different name than the Starlink Wifi. You have been warned. Use a laptop or mobile device to connect to the ASUS Wifi network. Verify Internet connectivity. Bypass the Starlink WiFi router. Open the Starlink mobile app. Log in using your credentials Go to Settings Toggle the option "Bypass Starlink WiFi router" to the "on" position. Again, verify Internet connectivity. Mesh Network. In short, the Starlink router will not contribute to the ASUS mesh network. Starlink routers will not and, indeed, cannot, participate in a mesh network with any other type/brand of router. Starlink routers can provide a mesh network using additional Starlink routers, but not with third-party routers. The Starlink router will broadcast it's WiFi signal unless/until you bypass the router as described above. Hard-wired Mac. ASUS Ethernet port. I would suggest plugging your Mac into an Ethernet port on the ASUS router. This is important if you need access to other hard-wired or wireless devices. Plugging into the ASUS router's Ethernet port will ensure that it is on the same network segment as other devices on your ASUS WiFi network so that you can access them from the Mac. Ethernet Switch port. The Mac will have no access to devices that are connected to the ASUS router. Hope that helps...

Oh, OK. I'm in the US. So, I haven't seen that. Your best bet for getting an answer to this question is likely to email starlinkresolutions@spacex.com.

@Cris and @Ffei, In the past, members of this forum have reported receiving replies -- and resolutions -- from Starlink Support after send a message to starlinkresolutions@spacex.com. However, it seems that the time that it take Starlink Support to respond to a support request -- whether a ticket or an email -- can be wildly unpredictable. However, it does seem that most responses come AFTER at least one week.

@JonB, If support tickets are going without a response, try emailing starlinkresolutions@spacex.com. Provide them with a detailed account of what has happened as well as full contact information (including a phone number) and ask POLITELY for urgent assistance. Starlink support have been known to call out to customers from time to time, so be watch your incoming calls. The Caller ID will actually say Starlink or SpaceX or something to that effect. Sadly, the number from which they call does not appear to accept incoming calls 🙁 Next, if you've had your kit for less than a year, ask about warranty coverage... maybe... maybe not, but it's worth asking about. You shouldn't need to cancel your existing Starlink subscription. Ask Starlink about getting replacements for the damaged units. Whether they pay for it or you pay for it, you can swap out any part (or all) of you Starlink Kit in a situation like this -- without having to cancel and restart service. Cancelling and reordering is risky as they may put you on a waitlist when you reorder. Just my $0.02 worth...

What is "...the $200 rural package..."??? I know what Starlink Roam is, but I've never heard of a Starlink Rural...

The Service Address is NOT the shipping address...

@JcM, Starlink does NOT guarantee any particular level of performance. See https://www.starlink.com/legal/documents/DOC-1400-28829-70?regionCode=US for the US version of the Starlink Specifications. First off, the speed examples provided in the Starlink Specifications are dependent on your SERVICE PLAN. The example for the Mobile service plan is 5-50Mbps which puts your reported speed in the top 30%. Secondly, if you read the paragraph entitled GENERAL EXCLUSIONS, you will see that almost anything could be the reason for not achieving the performance examples in the Specifications. The fact that your Starlink Kit might have been used (refurbished) before you acquired it should not be an issue unless there is detectable damage (physical or electrical). Diagnosing any damage would require the cooperation of Starlink Support which is initiated with a support ticket, as you probably already know. So, performance depends on a lot of things including, but not limited to: The country in which you are receiving service. Your Service Plan The distance to the nearest Ground station. How congested is congested the Starlink network is in your area? This is something you can only guess at and is not necessarily a function of population density. I lived in a very rural part of New Mexico when I first joined Starlink. My nearest neighbors were "out of rifle range". However, Starlink informed me that usage in my area was high, adversely affecting the performance of my Starlink kit. Is your Dishy experiencing any obstructions. This can be checked in the Starlink mobile app. How many devices do you have on your network? 1? 2? 20? Are you doing anything that should be consuming more than 35Mbps? If so, what? File downloads? Speed tests? Streaming video? FWIW, streaming video, even at 4K, should not consume anything close to 35Mbps unless you are simultaneously streaming on several different devices. How are you measuring speed? The Starlink mbile app? Ookla Speed Test? Some other tool? As for performance improvements, well, there could be some, but it's really hard to make any meaningful suggestion(s) without a great deal more detail. FWIW, for the first 10 months I had my Starlink kit, I struggled mightily to get anywhere near 35Mbps on a regular basis. Thank goodness, those days are gone.

@Axil, If you want a definitive answer, you should open a ticket with Starlink Support through the mobile app. >> "I am not able to locate the dropdown menu you describe." My bad. That dropdown was on the main Starlink Legal page. As it turns out, the Fair Use Policy page appear to be the same in all countries. >> "I am in Mexico but I see no way to get the website to display in English." You could copy the contents of the page in Spanish, then paste it into https://translate.google.com and ask to translate from Spanish to English... not perfect, but worth a try.

@ESD, Some have reported that being just a few feet off of Starlink's assumed location for your address is enough to shut down service. I'd be dollars to donuts that 2-3 miles away is more than a little too far... If you already have your Starlink kit, take it to that location alone with a phone or laptop and see if you can get it to work. Maybe you'll get lucky...

In the US, if you have fixed service (i.e., Residential or Business), then you have Priority Access. If you have mobile service (Roam, Maritime, etc.), you have basic access. This is as described in the Starlink Fair Use Policy If you are not in the US, use the dropdown box at the top of the page to select the country where you have service to see the rules for your location. As for usage, currently you can only see your data usage for the current billing period.

@Inox1983, While ping can provide some idea of network performance, it is only one of many indicators of network health. I am able to ping the same address with no timeouts. My response times are 180-200ms where your response times appear to be 50-80ms. Note that request timeouts for ping may have ABSOLUTELY NOTHING to do with your Starlink configuration and/or performance. Those timeouts can happen anywhere along the route between your device and the ping target. Where is your Starlink system located (i.e., what country and/or region)? If you open the Starlink app, what do you see on the Statistic page? ...the Obstructions page? ...the Speed Test page?

Thanks for the assist, @Douglas Silva! @João Paulo, Sugiro verificar o endereço de entrega com os correios. Às vezes, uma pequena variação no endereço pode fazer uma grande diferença. É possível que o Starlink não reconheça um endereço válido. Se, depois de verificar se o endereço é válido, o Starlink ainda o relatar como inválido, entrarei em contato com o suporte por e-mail. O endereço é starlinkresolutions@spacex.com. Obrigado! Em inglês... I suggest verifying the shipping address with the postal service. Sometimes a small variation in the address can make a big difference. It is possible that Starlink does not recognize a valid address. If, after you verify that the address is valid, Starlink still reports it as invalid, I would reach out to support via email. The address is starlinkresolutions@spacex.com. Thanks!

@pats, I don't think there is any way for you to place an order without a physical address for your new home. I say this because the entire ordering process starts with entering the service address and checking for availability. I would say wait until your address is assigned and then contact Starlink. @StarlinkLeader do you have any other advice?

@Inox1983, Would you, please, provide more details about the problem you are experiencing? For example... When you say you have a problem with "ping", what exactly do you mean? Where are you getting the message "Request timed out"? In a browser? In an app? What is your network setup? Are you using only the Starlink kit and connecting to the router using WiFi? Would love to be of help here, but your question is a bit to general to diagnose the problem. Thanks!

Hi, @HenryOZ! I have a couple of questions. Is this a statement about Apple TV 4K in general or a specific device on your Starlink network? Is there a question here? If so, would you, please, be more specific about your question and provide as much detail about your Starlink network configuration as possible? Thanks!

Many (most?) WiFi printers can only connect to a 2.4GHz WiFi network. The Starlink Router uses the same name (aka, "SSID") for both the 5GHz network and the 2.4GHz network. This can be problematic for some printers. Giving the 2.4GHz network a different name than the 5GHz network might help. Try the following. In the Starlink Mobile app, go to Settings. Turn on Split 2.4 / 5GHz Networks. Enter a different name for the 2.4GHz network. For example, if you 5GHz network name is MyNetwork, then you might use MyNetwork24G for the 2.4GHz network, but the names could be totally different, if you like. Now, change your printer settings to connect to the 2.4GHz network.

When you plug in the Starlink equipment, it will, indeed find a satellite... but if it's not activated, you won't be able to use the signal. With Starlink Roam, you can pause and unpause service pretty much anytime you want. See https://support.starlink.com/?topic=37bb3b47-9525-7224-5f0a-6d016ce26975.