Guidance
Note: Intermittent issues may include sporadic drops in connectivity, fluctuating speeds, or brief outages that resolve on their own. If issues persist after following these steps, monitor patterns (e.g time of day, weather, WiFi setup) and note them when creating a support ticket.
Preliminary WiFi checks
- Confirm WiFi is setup in the Starlink App (Settings > WiFi settings)
- Split WiFi bands (2.4 Ghz and 5Ghz) if not already; connect high-bandwidth devices to 5GHz (e.g 4K Smart TVs, gaming consoles, computers) and others to 2.4GHz to reduce congestion
- Avoid overcrowding on 5Ghz band; distribute devices evenly or limit connections
- Place router centrally, in the open, away from walls, metal, or interference
- For mesh systems, space nodes ~30ft apart to minimize interferences
- In large homes or with thick walls (e.g concrete), add mesh nodes or extenders - don't rely on built-in router alone
- If using Starlink Mini as primary WiFi, note it's not recommended for large spaces or signal blocking materials; add extenders to your setup
Tip: Review connected devices in app and disconnect unused ones to prevent overload
Check your Starlink App for alerts
- Connect to your Starlink Wi-Fi network and open the Starlink App
- If you cannot connect to the Starlink Wi-Fi network, proceed to the next section
- Please see the App Alerts FAQ for steps to resolve each alert.
Check for weather and environmental conditions
- Check current/recent weather; heavy rain, snow, storms, or high winds can cause brief outages
- Monitor if issues align with weather
- For snow/ice on dish, gently clear if safe
- Wait for weather to clear and retest; if issues persist in good conditions, continue troubleshooting
Tip: Starlink recovers quickly after weather improves, see weather impact to service quality for additional guidance
Check Starlink installation and obstruction
- Use the Starlink app's "Check for Obstructions" tool to scan the sky view and generate a visibility map
- Ensure no trees, buildings, poles, or debris are intermittently blocking the Starlink's field of view
- If Starlink has been recently moved, confirm it's in an optimal location, properly mounted, and oriented correctly
- Monitor app's outage history for patterns
Check physical connections and cables
Note: If using a Starlink Mini, please disregard this section
Inspect for damage or loose connections.
- Unplug the Starlink cable to power outlet, check for damage while cables are unplugged, plug cable back in
- Check for any visible damage, kinks, or exposure to weather/elements on cable and pins
- If using an Ethernet adapter or extension, verify those connections too
- Try unplugging and plugging in the cable or using a different port if available
Tip: We recommend using only official Starlink cables to avoid compatibility problems. You are not covered by our warranty policies if using 3rd party equipment.
If you are a residential US or Canada customer and you're unable to get online or are suddenly offline, you can call 1-866-606-5103 in the US or 1-888-864-1321 in Canada for phone support. This service is currently in a trial phase and is only for Starlink customers in the U.S. and Canada who are dealing with connection issues. For other concerns, please submit a Starlink ticket. The phone line is open Monday to Friday, 6:00 AM to 6:00 PM Central Time.