Had a serious test of Starlink customer support this week. Tuesday my roof was finally clear of snow so I mounted the dish on my roof. Service seemed markedly improved, at least in terms of no discoes for a couple AH sorties then a movie in the evening. Wednesday I routed the cable through my foundation, crawlspace, then up through a sill plate and out an outlet. No more service. So I emailed customer support. You can only access them through your account portal. Thursday AM I had an email asking some questions, and providing some very generic suggestions. I responded with a couple messages requesting info on what they could see about the issue on their end and asking about how they would help me sort out the issue, etc. I waited until Friday PM, no useful response or help. So I then initiated a second ticket Friday evening asking specific questions about what I could expect from their support and referencing my first ticket for detail. Whamo! Action finally! Apparently that message fell into the correct hands. I woke up early this morn (Saturday) to a couple of new support emails from a Starlink employee that had been helpful on a prior, minor issue. He had specific recommendations, told me he wanted to call me at 1000 and told me that on his end it showed that I had a "cabling" issue. So with his tips I took a harder look at my connections (all 3 of them), and, with the help of reading glasses and bright light found a distorted plastic separator on the connector end that I thought I had carefully routed through our house. I sent off a pic of that, and was going to try and repair it, but was then told that a whole new Starlink set was heading my way, along with an RMA and prepaid shipping label, no charge to me! He also recommended that I not try to attempt repair on the connector, because they'd want to look at it for feedback and consider on how to improve their kits to try to help homeowners avoid similar install issues in the future. Truly Beta.
So after my rapid opinion decline of the past couple days, I am again impressed that Starlink (at least in general) seems to be very much a quality outfit.
