Examples that lead to intermittent connection:
- Obstructions
- Installation outside of service address
- Improper Starlink installation and/or router placement
- Hardware & cable damage
- Third-party devices
1: Visit the Starlink App and check if any alerts have appeared:
- If there are no alerts banners displaying in the Starlink app, proceed to step 2.
2: Reboot router and confirm if all or some devices are experiencing intermittent service:
- If some devices, then move the device closer to the router and see if the issue continues. If continues, proceed to step 3.
- If all devices, then proceed to step 3.
3: Inspect hardware for any visible damage:
- Check cables for nicks, cuts, and hard bends. If jammed in any doorways and window panes, this can result in degraded service.
- Check ports for any debris or damage.
- If no damage was found, proceed to step 4.
4: Disconnect any third-party hardware in your Starlink setup:
- If the disconnections do not continue, then the third-party hardware used in your setup is the root cause for the experienced disconnections. We are unable to guarantee service quality performance with third-party hardware.
- If the disconnections continue, proceed to step 5.
5: Confirm the Starlink dish is securely installed where the mast will not sway with the wind:
- If the Starlink installation allows for swaying or movement of the Starlink mast, degraded service is expected. Please visit starlink.com/shop to view alternative mount options.
- If the Starlink has a secure installation, proceed to step 6.
6: Click "Contact Support" to submit a support ticket with the following information:
- If possible, attach clear photos of your Starlink installation, cable routing, router placement, and any other photos you feel may be helpful to resolve your issue.
- Is your Starlink power connected directly to a wall outlet? If not, include how you are powering your Starlink.
- When do you first recall experiencing the disconnections?
- Are the disconnections only present while using specific programs/applications?
- Are the disconnections only present during certain times of the day or constant throughout the day?
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.
