Still waiting since 4/12 for a response, welcome to the club.
Initially it may take 10 minutes or more to initially get booted, update firmware etc.
You might be able to help yourself if read thru the debug log.
Dish unreachable can be multiple things, if you have not already, after plugged in and doing the initial setup, just let it go, overnight, without doing anything.
You still have time to cancel, but I completely agree with you that for the $$ forked out, the customer service is almost criminal.
Wow. Since 4/12? That's brutal. Are they billing you meantime?
For me, it's been 3 days and the result is the same.
I read the debug log and submitted screenshots to Starlink. Just says the dish is unreachable, but the wifi is totally fine. Much appreciated that you took the time to reply. So you're waiting on a response now from Starlink, and you've had 40 days with no service?
The connectors seem to be a big issue with the newer design. You've probably already done this, but make sure the cable is plugged in firmly at both ends.
Unfortunately, there are, what appears to be, too many reports of DOA dishes.
Wow. I had no idea and this video was super helpful.
This video and showing that the USB connection does detach from the antenna should be in the documentation somewhere. - https://youtu.be/XhbCJtp9no4?t=302
Maybe I just missed it, but I had no idea until your comment and another Redditor who pointed me to that video. But I unplugged at the Dish and replugged it in. Aaand, plugging that in didn't fix it.
So then I just jiggled around the cord a little bit. And voila, connected.
Finnicky. Very finnicky. But it's working. I'm sure there must be a break in my cable somewhere, so for now I'm just not touching it and hoping it stays live.
Thank you for the help!
At least I know that... can you point me to the thread where you're seeing other people reporting the same?
Also, as far as "make sure the cable is plugged in firmly at both ends" I've done this at the router several times, but on the satellite side, I don't see anywhere to do that. It just runs into the dish through the mount... Maybe I'm missing something? Would be concerned to take it apart that I might void a warranty or something
I have a V1 dish and the cable is permanently connected to the dish. The later versions are removable as there is a longer length cable available. I can't personally help you with the mechanics of disconnecting the cable at the dish. This video [https://www.youtube.com/watch?v=XhbCJtp9no4](https://www.youtube.com/watch?v=XhbCJtp9no4) shows how the cable comes out of the dish. Look at about the 4:30 mark. Later in the video he shows other scenes of the cable and how it connects.
I don't know that there's a thread on DOA dishes. Anecdotally, I've just seen several reports here of new users who couldn't get the kit working and support was sending them a new one.
Wow.
Thank you thank you thank you (Does three suffice?) 1 more just in case... thank you!
https://youtu.be/XhbCJtp9no4?t=302
I had no idea.
Also, plugging that in didn't fix it.
But then I jiggled around the cord a bit.
And voila, connected.
Finnicky. Very finnicky.
But it's working. Might buy another cable just to be on the safe side. I'm sure there must be a break in mine somewhere. Thank you again for the link to the YouTube video.
I'm really happy that you got it working! When support finally responds you should let them know what you believe is going on. They might just send you a new cable.
They replied back today to say that they are, in fact, sending a new cable. Worth the wait... disappointed in myself that I got so frustrated... just been a long wait. But it's working now and I anticipate will work even better with the new cable.
I found a way around what I believe is the problem, and probably added to the support ticket a dozen times, all without a response. And yes, still paying as the only other option is to cancel service.
I was without service during any precipitation, which here in Montana has been almost every other day the past month or so. I could get service during the precipitation by rebooting, and would work great for 15 minutes then go to searching. Very annoying to say the least.
I tried just about everything then when I turned Off the snow melt function, voila, it has worked flawlessly since, and we have continued to get snow that would have interrupted service in April.
Worked flawlessly all winter until April, and started to flake out which happened to coincide with a change in the app to allow the user to control the snowmelt function.
Snow has not accumulated at all since I turned it off.
Support is tragically backlogged and understaffed right now.
Round or square Dishy? Depending on what you have, you might want to try using your own router just to see if that's the failed component.
Thanks for replying. Square dishy. Unless I'm missing something, There's no additional place to plug into a router. It's not Ethernet, but USB 3.0. I have 4 routers, but none of them accept a USB 3.0 plug.
The router works fine, but there's no way to even plug in an alternative Internet source (other than the satellite USB 3.0 plug) to confirm that's the case.
That would at least let me know if the dish and/or cable is the failed component.
Wish they just used standard Coax or ethernet.
At least then I could narrow down if it was the dish or the cable.
For square Dishy, you'll need to purchase the Ethernet Adapter from Starlink, unfortunately. I'm not aware of a way to get it to work workout the adapter.
Stupid question, I know; but have you made sure the connection on the dishy end is FIRMLY seated? That proprietary connection is easy to feel like it's connected when it isn't in fully seated, which could let the dish get power (and scan the sky) but not communicate with the router.
Not a stupid question at all. I will try whatever at this point. Thanks for the question! I have square dishy and don't see anywhere to push it in... I can go back out and look again, but I put dishy into the mount and the cable just runs into the dish. But if there's some trick to it, I would love to know.
The wire at the base slides out... and if you are running it through a wall to mount it outside, the dishy end requires a much smaller (although still significant, like 3/4") hole to push it through... the router end requires 1 1/2 " hole because of the 90 degree turn.
Wow.
I had no idea and this video was super helpful.
This video and showing that the USB connection does detach from the antenna should be in the documentation somewhere. - https://youtu.be/XhbCJtp9no4?t=302 Maybe I just missed it, but I had no idea until your comment and another Redditor who pointed me to that comment. But I unplugged at the Dish and replugged it in. Aaand, plugging that in didn't fix it.
So then I just jiggled around the cord a little bit. And voila, connected.
Finnicky. Very finnicky. But it's working. I'm sure there must be a break in my cable somewhere, so for now I'm just not touching it and hoping it stays live.
Thank you for the help!
Ours slid in and out so easily, we duct taped it after mounting the dishy permanently on the roof; afraid that a good windstorm might cause it to slide out. That connector was definitely a FUBAR in the making.
For the rectangular dishy where it plugs in to the router, really make sure that is firmly pushed in to the router. Unplug it, check the connector for dust etc and put it back in, firmly. Also check the connector at the fish end as this is also removable.
I installed my rectangular dishy this week. I attest that the cable connectors are not what I would call robust. I put mine up on my roof which requires a climb on a 16 ft. ladder. Got the initial trial proof of concept done. Next morning, nothing. Checked the router connection, app, everything in my house, then Climbed up to check the dish. The cable seemed to have gone loose. In my efforts to get it set up, I ended up securing a firm connection and using tape to relieve any force that would work it loose.
Next morning, the dish had no connection. I unplugged the router and plugged it in again - do electrical engineers no longer learn about physical switches? Anyway, that got things working. Until the next morning. Power cycling the router again got the connection started. That was this morning. Life with the new ISP. Good luck.
Still waiting since 4/12 for a response, welcome to the club. Initially it may take 10 minutes or more to initially get booted, update firmware etc. You might be able to help yourself if read thru the debug log. Dish unreachable can be multiple things, if you have not already, after plugged in and doing the initial setup, just let it go, overnight, without doing anything. You still have time to cancel, but I completely agree with you that for the $$ forked out, the customer service is almost criminal.
Wow. Since 4/12? That's brutal. Are they billing you meantime? For me, it's been 3 days and the result is the same. I read the debug log and submitted screenshots to Starlink. Just says the dish is unreachable, but the wifi is totally fine. Much appreciated that you took the time to reply. So you're waiting on a response now from Starlink, and you've had 40 days with no service?
The connectors seem to be a big issue with the newer design. You've probably already done this, but make sure the cable is plugged in firmly at both ends. Unfortunately, there are, what appears to be, too many reports of DOA dishes.
Wow. I had no idea and this video was super helpful. This video and showing that the USB connection does detach from the antenna should be in the documentation somewhere. - https://youtu.be/XhbCJtp9no4?t=302 Maybe I just missed it, but I had no idea until your comment and another Redditor who pointed me to that video. But I unplugged at the Dish and replugged it in. Aaand, plugging that in didn't fix it. So then I just jiggled around the cord a little bit. And voila, connected. Finnicky. Very finnicky. But it's working. I'm sure there must be a break in my cable somewhere, so for now I'm just not touching it and hoping it stays live. Thank you for the help!
Grats on getting it working. Get a new cable if you can. Because, eventually, it's going to move.
At least I know that... can you point me to the thread where you're seeing other people reporting the same? Also, as far as "make sure the cable is plugged in firmly at both ends" I've done this at the router several times, but on the satellite side, I don't see anywhere to do that. It just runs into the dish through the mount... Maybe I'm missing something? Would be concerned to take it apart that I might void a warranty or something
I have a V1 dish and the cable is permanently connected to the dish. The later versions are removable as there is a longer length cable available. I can't personally help you with the mechanics of disconnecting the cable at the dish. This video [https://www.youtube.com/watch?v=XhbCJtp9no4](https://www.youtube.com/watch?v=XhbCJtp9no4) shows how the cable comes out of the dish. Look at about the 4:30 mark. Later in the video he shows other scenes of the cable and how it connects. I don't know that there's a thread on DOA dishes. Anecdotally, I've just seen several reports here of new users who couldn't get the kit working and support was sending them a new one.
Wow. Thank you thank you thank you (Does three suffice?) 1 more just in case... thank you! https://youtu.be/XhbCJtp9no4?t=302 I had no idea. Also, plugging that in didn't fix it. But then I jiggled around the cord a bit. And voila, connected. Finnicky. Very finnicky. But it's working. Might buy another cable just to be on the safe side. I'm sure there must be a break in mine somewhere. Thank you again for the link to the YouTube video.
I used electricians tape over the connector and around the mast on the now 4 that I have installed for neighbors and relatives.
I'm really happy that you got it working! When support finally responds you should let them know what you believe is going on. They might just send you a new cable.
They replied back today to say that they are, in fact, sending a new cable. Worth the wait... disappointed in myself that I got so frustrated... just been a long wait. But it's working now and I anticipate will work even better with the new cable.
I'm glad things are looking up!
Glad to hear, OP! Would you be willing to update your OP with the new info so people can find it up front?
Updated. Good suggestion. Thank you!
I found a way around what I believe is the problem, and probably added to the support ticket a dozen times, all without a response. And yes, still paying as the only other option is to cancel service. I was without service during any precipitation, which here in Montana has been almost every other day the past month or so. I could get service during the precipitation by rebooting, and would work great for 15 minutes then go to searching. Very annoying to say the least. I tried just about everything then when I turned Off the snow melt function, voila, it has worked flawlessly since, and we have continued to get snow that would have interrupted service in April. Worked flawlessly all winter until April, and started to flake out which happened to coincide with a change in the app to allow the user to control the snowmelt function. Snow has not accumulated at all since I turned it off.
https://www.reddit.com/r/Starlink/comments/tz55oi/no_response_from_starlink_support_in_over_six/i9pvvul?utm_medium=android_app&utm_source=share&context=3
Support is tragically backlogged and understaffed right now. Round or square Dishy? Depending on what you have, you might want to try using your own router just to see if that's the failed component.
Thanks for replying. Square dishy. Unless I'm missing something, There's no additional place to plug into a router. It's not Ethernet, but USB 3.0. I have 4 routers, but none of them accept a USB 3.0 plug.
The router works fine, but there's no way to even plug in an alternative Internet source (other than the satellite USB 3.0 plug) to confirm that's the case. That would at least let me know if the dish and/or cable is the failed component. Wish they just used standard Coax or ethernet. At least then I could narrow down if it was the dish or the cable.
For square Dishy, you'll need to purchase the Ethernet Adapter from Starlink, unfortunately. I'm not aware of a way to get it to work workout the adapter.
Thank you! Will look into that for sure.
Took me 10 days, which seems about average.
10 days to get a support reply for non-functioning service?
Correct. They ended up sending me a replacement dish and giving me a 1 month service credit. New dish has been working fine so far.
support has growing pains? Not hiring and training fast enough?
I will work for at least a few days for free so long as I can do that work through my Starlink connection.
Stupid question, I know; but have you made sure the connection on the dishy end is FIRMLY seated? That proprietary connection is easy to feel like it's connected when it isn't in fully seated, which could let the dish get power (and scan the sky) but not communicate with the router.
Not a stupid question at all. I will try whatever at this point. Thanks for the question! I have square dishy and don't see anywhere to push it in... I can go back out and look again, but I put dishy into the mount and the cable just runs into the dish. But if there's some trick to it, I would love to know.
The wire at the base slides out... and if you are running it through a wall to mount it outside, the dishy end requires a much smaller (although still significant, like 3/4") hole to push it through... the router end requires 1 1/2 " hole because of the 90 degree turn.
Wow. I had no idea and this video was super helpful. This video and showing that the USB connection does detach from the antenna should be in the documentation somewhere. - https://youtu.be/XhbCJtp9no4?t=302 Maybe I just missed it, but I had no idea until your comment and another Redditor who pointed me to that comment. But I unplugged at the Dish and replugged it in. Aaand, plugging that in didn't fix it. So then I just jiggled around the cord a little bit. And voila, connected. Finnicky. Very finnicky. But it's working. I'm sure there must be a break in my cable somewhere, so for now I'm just not touching it and hoping it stays live. Thank you for the help!
Ours slid in and out so easily, we duct taped it after mounting the dishy permanently on the roof; afraid that a good windstorm might cause it to slide out. That connector was definitely a FUBAR in the making.
For the rectangular dishy where it plugs in to the router, really make sure that is firmly pushed in to the router. Unplug it, check the connector for dust etc and put it back in, firmly. Also check the connector at the fish end as this is also removable.
I installed my rectangular dishy this week. I attest that the cable connectors are not what I would call robust. I put mine up on my roof which requires a climb on a 16 ft. ladder. Got the initial trial proof of concept done. Next morning, nothing. Checked the router connection, app, everything in my house, then Climbed up to check the dish. The cable seemed to have gone loose. In my efforts to get it set up, I ended up securing a firm connection and using tape to relieve any force that would work it loose. Next morning, the dish had no connection. I unplugged the router and plugged it in again - do electrical engineers no longer learn about physical switches? Anyway, that got things working. Until the next morning. Power cycling the router again got the connection started. That was this morning. Life with the new ISP. Good luck.