Router not working no light power ok

[GMo1234]

The router is definitely shutting down when the dish is plugged in (meaning it's not just that the light is turning off).  Testing with various devices (phone, laptop, etc.), the wifi hotspot never shows up, but with the dish unplugged, it does boot up and allow me to connect to the router via wifi. 

I was thinking there could be a short in the dish cable or dish itself, and that maybe the router has some protection mechanism where it automatically shuts down in that event. There was significant rain the night before, but if that was the issue, it's odd that everything was working fine for a couple of hours the next morning before it suddenly died. That fact makes me wonder if a flawed automatic firmware update happened at that time, and that caused the issue. 

Anyway, I got a response from Starlink this morning, and they think the router and/or dish cable are the problem, and are sending me new ones.

[johnhoward28]

Been with Starlink for almost two years.  Around 9:00 am, my internet went down.  These problems usually fix themselves so I waited 20 minutes.  Still, WiFi, but no internet.  So I went out to the Starlink outdoor mesh router and unplugged it for 30 seconds and then plugged it back in.  The little power light on the bottom lit up, but the lights on the front of the router did not come on.  I still see my WiFi network, but have no internet.  I am wondering if there is a service outage in my area.  How do I check this?

[RicochetStarlink]

@johnhoward28

Since Starlink Satellites are not stationary, there are always new ones moving into the area over your service address. So, it's unlikely that there is a satellite outage "in your area". On the other hand, there may be an issue at the ground station where you traffic is being routed. To my knowledge, there is no way to check on these kinds of outages other than contacting Starlink Support.

 

[Huxta]

Another one here, except it has happened to two of my routers.  The first router lasted maybe an hour and then failed.  Same as some people, when you unplug and plug in, the light comes on for a second then goes out and eventually just stays off.  I waited 5 weeks for a replacement and that one just failed today after 1 day.  Same exact issues.  So now what?  Do I need to wait yet another 5 weeks for another replacement?   Reading these comments makes me believe a recent batch of router is bad or the updates are failing on the new routers.  Either way, I am once again without my internet.  I tested what another user experienced and tried plugging in the router while the dish was unplugged, but my router still did not power up.  I'm very disappointed .  

[HDLoneRider]

I have the same issue. Going on 3 weeks now waiting for a new router. We never even got it fully set up. Brand new equipment. They did credit us the first months service. I really hope this isn’t a continuous problem. It’s about our only option for internet service while working from home

[XetlayAdlay]

Yep, same thing happened to me, tried everything and no lights at all showing on the bottom of the modem. The router was warm when I checked to see what was going on. Checked all connections even got on the roof to clean dishy and check all its connections. Everything is ok. Are Starlinks routers frying themselves? Seems as if so. I’ve contacted customer support. Just wondering how long of an ordeal this is going to be 🙂

[Willian]

Hi, greetings from Brazil.

Received my kit today. Power on, the antenna start to move…. Ok. 3h later the modem turned off. Checked all power outlets, checked the power cable that feeds the modem, everything ok. Unplugged the modem, tried the aboved reset procedure, nothing works. Any advice to me? There is no e-mail or phone to contact support in the site.

[RicochetStarlink]

@Willian, the forum post linked in my reply further up in this thread provides a method for contacting Starlink Support via email.

Seems like a lot of folks are having issues similar to this. Maybe it's a (big) batch of faulty routers, maybe a (major) problem with a software update? I'm not sure, but this is definitely a time when reaching out to Starlink Support is likely your only option.

[Apartica]

Same thing happened here. Got it set up and it worked great for about 2 hours and then poof, the router died. Won’t light up no matter what we try, hard reset etc. reading this it seems like an issue. I opened a ticket with starlink and they issued a new kit, sent me a return label and closed the ticket before I could even respond which makes me think even more, it’s a common issue. But what a bummer when you’ve dropped $600 + and waited weeks for shipment. Now I have to wait 2 more weeks (if they don’t bump my shipment back like my original was) 

[Willian]

On 9/5/2023 at 5:18 PM, RicochetStarlink said:

@Willian, the forum post linked in my reply further up in this thread provides a method for contacting Starlink Support via email.

Seems like a lot of folks are having issues similar to this. Maybe it's a (big) batch of faulty routers, maybe a (major) problem with a software update? I'm not sure, but this is definitely a time when reaching out to Starlink Support is likely your only option.

Thanks!!! I found an option in the starlink app to send a message last tuesday (support, then thumbs down, it opens a field and you can type your problem and attach images).

Today I received a response with a substituition code and a cordial message. Very happy with the support, anxious to receive the new modem and finally start to use it. 

Thanks again!

[Priz2086]

I recently had my original router replaced.  The first one, seemed to have been bricked during an update.  No lights on the bottom.  Tried doing the plug/unplug reset but that did nothing.  Contacted support and they sent me a new router and cable. 

I received a replacement and it worked for about 10 hours before I lost connection.  Router was pretty toasty after it happened.  Again, no lights coming on on the bottom of the router.  This one was running on a pure sin wave inverter, so I suppose its possible it had a power spike.  But running a laptop off the same inverter without issues.  Is the starlink router super sensitive to any power issues? 

I see the suggestion of using a ups with the system.  I'm already running starlink off a DC based system (12V>120V inverter>Router).  Running a UPS seems like it would just be redundant (12V>120V inverter>UPS>Router).  The UPS is basically just a battery powering an inverter. 

 

Looking at doing the 12V>48V converter and taking the starlink router out of the equation since it keeps having issues. 

[RicochetStarlink]

Not sure what to tell you here. An inverter and a UPS should have similar power protection properties, if I understand correctly. 

For the record, I’ve heard a lot of reports about DOA Starlink routers in the last couple of months.

As for using a POE injector foe the Dishy (antenna), some folks are doing that, but it voids your warranty and you still need to get the Ethernet signal off the antenna to a 3rd-party router.

I bypass my Starlink Router using the Ethernet Adapter ($25 in the Starlink store online). The SL router can be put in bypass mode and you can then connect a 3rd-party router. Of course, that still requires a working SL router.

 

probably best to reach out to SL support using a ticket or email to AStarlinkResolutions@spacex.com.

[Karen S.]

Note: I got exactly the same response from Starlink as Nicolas from France who posted August 20 in this conversation. 

I set up the Starlink router and it was working. Message in app said I had to upgrade the software. As soon as that started, my router power went off. Tried suggested reset several times but no luck. The outlet does have power. 

I figured out how to send a service ticket and within 10 minutes, I was told a new router was being sent and I would get 1 month free. 

This must be a common problem. Response was quick and no questions asked. 

Karen from Texas

[RicochetStarlink]

@Karen S. from Texas,

Thank you for posting your experience.

It does seem that there have been a LOT of reports about Routers dying inexplicably in the midst of an update... from many Starlink users in many locations around the globe, but especially in the US.

I have no information on what is going on or why, but I can certainly say that it is concerning to me.

[VaBert]

I am having the same experience.  Received my Starlink kit yesterday.  Did the basic install and did a speed test and was like wow.  A little while later it started doing a software update that apparently bricked the router.  I have contacted support using the app and they had me unplug everything and replug etc and nothing.  This morning they asked me to take photos of everything and send them in, which I have done but not heard back from them yet.  Seems like this is a bricked router like all these others, I wish they would go on and send me a new one so I could get up and running

[VaBert]

After several back and forth with the support team they are sending another Starlink kit out.  One of the techs kept saying it was probably a bad satellite cable.  I asked if it was a bad cable would that keep the router from powering on?? I never received an answer they just said a new kit was on its way.  Hopefully the new kit will be trouble free.

[Sunday Isaac]

 received my love last week 

[LennyGordon]

Same Problem Here. Solid for about a year and then the modem just died. No Boot light. I Tried resetting modem. No dice. Anyone get any solutions or just I just harass them until they send me a new modem?

[RicochetStarlink]

@LennyGordon,

Reach out to Starlink Support. They may or may not provide a free replacement modem, but they are the best source for answers and resolutions to equipment issues.

 

[MaxOnline]

Same problem here, after starting uo, following final installation of the cable routing, it just didn't start up, and there is on light at the bottom end

[RicochetStarlink]

Maybe the Router is DOA. You should contact Starlink Support.