If you have a complaint about your Starlink Services or Kits, we want to help you resolve it as soon as possible. You may submit a complaint by any one of the following methods:
Open a Ticket:
The quickest way to receive a resolution is to log into your Starlink Account in the Customer Support Portal and submit a Customer Support Request describing your issue and your desired resolution.
Please include “Consumer Compliant” in the subject of your ticket request.
By Mail:
Send a detailed letter describing your issue and your desired resolution to the following address:
Starlink Internet Services Limited
C/O BDO
5th Floor, Beaux Lane House
Mercer Street Lower, Dublin 2 D02 DH60
Please include “Consumer Complaint” and your Starlink Account # in the subject of your letter.
If you choose to submit a complaint, we will need a detailed description of your concern and the best way to reach you so that we may investigate and respond.
Our goal is to resolve any problem as quickly as possible. We will do our best to fix the issue straight away; however, if we cannot promptly resolve your complaint, we will investigate further and get back to you with an update as soon as we can. Your complaint will be acknowledged within 2 business days of receipt. We will provide a response to your complaint within 10 business days. Where a final resolution cannot be provided in this time, we will provide information on the required timeframe. If your complaint cannot be resolved within 10 business days, you may contact starlinkresolutions@spacex.com to request escalation of your complaint. Complaints including a refund request will be resolved according to the procedures outlined in this Code of Practice. For more information about cases where reimbursement of payments may be made, refer to Starlink’s Terms of Service.
For complaints submitted by mail, we will respond to you within 10 business days of receipt.
Once we have fixed your problem, we will close your complaint. We will also close your complaint if we have tried to contact you, but have not been able to reach you for more than 15 days.
If we are unable to resolve your complaint, we will send you notice in your account noting your failure to respond, known as a “Deadlock Notice.”
We will retain records of your complaint for a period of one year following the resolution of the complaint.
If you are not satisfied with the outcome of your complaint, you can involve the Commission for Communications Regulation (“ComReg”). You may also refer a dispute to the Commission if the dispute has not yet been resolved and at least 10 working days have passed since the day on which you first notified Starlink of the complaint. ComReg’s latest contact information and other complaint-related resources can be found at https://www.comreg.ie/queries-complaints/broadband-phone/contact-our-consumer-care-team/. ComReg’s consumer line can be contacted using any of the below methods:
By Telephone: 01 8049668
By Email: consumerline@comreg.ie
Online Form: www.comreg.ie
Webchat: www.comreg.ie
SMS: Send a text with the word COMREG to 51500 (standard SMS rates apply) to receive a call back.
Send a text with the word ASKCOMREG to 51500 (standard SMS rates apply) outlining the issue you need assistance with and we will respond to you by text. IMPORTANT – Please use keyword ASKCOMREG in all text messages, including replies.
Irish Sign Language: ComReg offers a remote interpretation service in association with the Sign Language Interpretation Service (SLIS).
Address: 8 One Dockland Central, Guild Street, Dublin 1, Ireland, D01 E4X0