Question regarding initial setup

[mlindstrom83]

First time Starlink user.  I work in Networking, but haven't launched a Starlink Modem/Router before.  We're working on this house, the customer purchased Starlink Flat High Performance (which we now realize is mostly made for RVs, etc. but have also been told should work for houses).  We don't have the Starlink information in our name, it's all setup w/ customer (user name/password) so there's  a little disconnect when getting support, etc.

We installed the Flat High Performance dish on the top of the house, client ran extended Starlink cable thru walls of house down to AV closest and into the Power Supply.  First thing we noticed is that the they ran a cable that doesn't seem to fit properly.  The end of the cable seems right, but the adapter part is too large to slide all the way into the Power Supply ( I Have included a screenshot of what the adapter looks like).   We noticed after plugging the cable into the power supply, the power supply powered up and seemed to be working.  So we kept moving.  We aren't planning on using the Starlink Router because we're going to use a different Router & Access Points, so at this point we bypassed setting up the Starlink w/ the Router and were just using Starlink>Power Supply setup.

Then we launched the Starlink app and attempted to set it up.  App launched and walked us thru the initial setup, by creating WiFi (SSID) for Starlink which we did and seemed to work.  Our phones/computers now showed the newly created SSID but showed w/out internet, which makes sense because I believe at this point we need to have the client to continue by signing up for a plan/service to officially activate the starlink.  Client goes thru the process of selecting a plan and activating the starlink, everything seemed fine at this point.

But we could never get past this point.  The Starlink app continued to show that the Starlink connection was offline after a few hours and we weren't really sure how to proceed.  We did, after a few hours bring the Starlink Router into play hoping that this would fix the issue but this didn't seem to help connectivity, we also didn't see any lights on the Starlink Router (the face of it) we only saw one white light on the bottom of the Starlink Router.

Couldn't really find any phone number for setup support so here I am.

 

Couple things I'm thinking:

1- Cable - the cable that doesn't seem to fit all the way.  It seems to plugin fine but also has us scratching our heads that it doesn't fix properly into the Power Supply like the other cable, cable from Power Supply to Router.

2- Our Router isn't setup yet, or even plugged in.  Does this matter at all?  We were just hoping to get the Starlink online first and then configure our Router by plugging in Starlink>Router WAN1.  

3- Lights on Router - is this normal?  I couldn't find much information about which lights should be illuminated on the Router, not sure if it's working properly

4- Flat High Performance cables compared to Starlink Cables ?   IS it possible the clients purchased the wrong Flat Performance extended cable?  Are they wired different than the other Starlink dishes?

Just so confused because everything I've heard, setting up Starlink is pretty simple!  Any help would be greatly appreciated.  Feel free to ask any questions