If you have a complaint about the Starlink Services or the Kits, it is our intention to help you resolve the problem as soon as possible. You can submit a complaint in one of the following ways:
Opening a Ticket:
The fastest and best way to receive a response to the complaint is to log in to your Starlink account on the Customer Support Portal and send the complaint to the Customer Support Request section, describing the problem encountered and the desired resolution.
Please include the words "Consumer Complaint" in the subject of the open ticket.
Via Post:
By sending a detailed written communication with a description of the problem encountered and the desired resolution to the following address:
Starlink Internet Services Limited, Floor 3, Block 3, Miesian Plaza, Dublin 2, D02 Y754, Ireland
Please indicate in the subject of the letter the words "Consumer complaint" and your Starlink account number.
If you choose to submit a complaint, we need a detailed description of the problem and the best way to contact you so that we can investigate the circumstances of the case and respond to the need.
Our goal is to resolve this issue as quickly as possible. We will do our best to resolve the problem immediately; however, if we are unable to promptly resolve the complaint, we will investigate further and get back to you with an update as soon as possible, but no later than 45 days after receipt of the complaint. Complaints, including the refund request, will be resolved in accordance with the procedures described in this Code of Conduct for Handling Complaints for the Starlink Service.
For complaints sent by post, we will respond within 45 working days of receiving them.
Following the submission of a verified complaint, SpaceX may suspend the request for payments or accrued interest until you are informed of the outcome of the complaint. However, if the claim has not been accepted by SpaceX, you are required to settle the balance due on the payment date indicated on the invoice.
Once the problem is resolved we will close the claim. We will also close the complaint if we try to contact you and fail to reach you for more than 15 days.
You can also take advantage of the dispute resolution procedure through the AGCOM “conciliaweb” conciliation platform available at www.agcom.it.