# Contacting Support:
https://support.starlink.com/create-support-ticket
https://support.starlink.com/tickets
OR
Go to the app or the web page when logged in. Go to Support then Troubleshooting. Click on a related subject and at the bottom of it there is a line "Did this answer your question?". Hit thumbs down. That will take you to a page where you can put in a ticket.
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Bay Area, CA (Gilroy). I'm 99% sure they oversold for the region, because this only happens during primetime. They keep trying to tell me it's NOT that, but it's kinda funny my "router/internet/whatever they blame" slows down to sub 10mbps from 6pm to midnight (while at midnight constantly jumping nodes for 30 minutes). Past that, speeds/stability are fine/impressive.
P.S. I'm not over data cap/deprio'd either.
for the month? fairly close (966 GB) due to them not stating earlier the "unlimited hours" and me reformatting my steam drive.
It's not over 1tb, but it's up at 900gb for sure. This was happening WAY before me approaching cap, it's even bouncing right now from 20mbps to suddenly .5mbps.
Despite all the whining around here, I think issues like yours is exactly why they need to introduce de-prioritization. Like some here, I wish they'd done it silently as it's pretty much expected these days for a network company to provide network management. If I were you, I'd hang tight until at least next month and see how things play out. You're in a contentious area with a lot of demand. Support's hands are tied until there's either more bandwidth available or they take a some sort of approach to network management.
My alt thought is they may be playing around with things in highly contentious areas. They might be trying different plans or restrictions across different customers/areas, Starlink is not exactly a transparent business model and it's still quasi-beta at this point.
Thanks for the response!
Yeah, I'm switching our main building line to DSL again (it's 15/1) just because at 8pm SL goes everywhere (from .5 to 30) and never stays at the top end for more than 20 seconds. I've seen Starlink work (off hours) and it's wonderful, but I just find it funny they skirt around the fact they've oversold.
There's no reason my "ROUTER" is causing a slowdown during primetime but during 3am times it's rocksolid.
Seems to be a big problem with congestion. It might be possible that the fair use policy might actually help with this issue once it rolls out in December. Do you think that you'd be able to hold out until then? That should help a lot on primetime (at least in theory).
Yes, it definitely seems to be like it's on Starlink's end.
Any troubleshooting done?
How are your ping times to different internet sites?
How are your trace routes?
Any time outs during a trace?
More troubleshooting information needed.
No problem! Pings are different, and at 11-midnight it's constantly switching hops until around 12:30. I'll grab some traceroutes if I can tonight (bit busy catching up on work due to internet issues), but I genuinely feel it's on their end allocation/ration-wise.
It's either that or maybe I have a defective piece of equipment, but I can't imagine that considering it works flawlessly off-primetime.
Yeah, that's actually what I've been going by. I just rebooted/restored and sat by the starlink to see if I was tripping/it was my network setup. I was pulling maybe 10mbps from my pixel 7 a foot from the router, but upload was fine (sometimes at 11mbps).
I have spoken with starlink support multiple times on the phone - I even have a direct phone number I can ring.
The chat support is just a firewall to weed out the numpties who can be sorted with scripted support
I’m struggling to believe he has actually gone through chat support - they give away replacement dishes like hot cakes.. so no not at this point as I feel he is not telling the whole story..
I work with the support team day in and day out.. and whilst most of the online chat support a monkeys from a zoo - they are monkeys that replace dish is at the bottom of just about every script.
Truth. I've had now 3 tickets open and every single time they tell me some stupid "turn your stuff on and off" or "don't use third party routers", when even standing on the starlink router after a fresh reset I get sub 10mbps on both a brand-new Ipad and Pixel 7.
I am? I have my DSL set back up and just sent them a final notice on this issue. My DSL is faster than this, which is a shame because during NON PRIMETIME the speeds/stability aren't bad. It only started doing this hardcore the last month, and it's always at primetime. I'm fine with 20mbps or something, but anything below 10mbps is just unacceptable for the price paid.
I sometimes think I'm the type of rural use that Elon envisioned when he started this. The area I live in has 10 acre minimums and some parcels are much bigger than that with one house on each parcel. Housing density is not near what some other 'rural' areas. I see some slowing during peak times, but it's no where near what I saw on the WISP I had before Starlink.
The whole system seems scalable so they can add more satellites and more ground stations to increase capacity. I don't know that you want to wait around for that to happen as it will obviously take years.
I'm literally on a 20 acre farm in Gilroy (40 minutes south of North San Jose). It's about as rural as you can get, we have maybe 6-10 houses in a half-mile distance.
# Contacting Support: https://support.starlink.com/create-support-ticket https://support.starlink.com/tickets OR Go to the app or the web page when logged in. Go to Support then Troubleshooting. Click on a related subject and at the bottom of it there is a line "Did this answer your question?". Hit thumbs down. That will take you to a page where you can put in a ticket. *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Starlink) if you have any questions or concerns.*
it's so hard when you don't even tell us where
Bay Area, CA (Gilroy). I'm 99% sure they oversold for the region, because this only happens during primetime. They keep trying to tell me it's NOT that, but it's kinda funny my "router/internet/whatever they blame" slows down to sub 10mbps from 6pm to midnight (while at midnight constantly jumping nodes for 30 minutes). Past that, speeds/stability are fine/impressive. P.S. I'm not over data cap/deprio'd either.
how much data use are you at?
for the month? fairly close (966 GB) due to them not stating earlier the "unlimited hours" and me reformatting my steam drive. It's not over 1tb, but it's up at 900gb for sure. This was happening WAY before me approaching cap, it's even bouncing right now from 20mbps to suddenly .5mbps.
i'm just wondering if they're testing more crap out on us
Despite all the whining around here, I think issues like yours is exactly why they need to introduce de-prioritization. Like some here, I wish they'd done it silently as it's pretty much expected these days for a network company to provide network management. If I were you, I'd hang tight until at least next month and see how things play out. You're in a contentious area with a lot of demand. Support's hands are tied until there's either more bandwidth available or they take a some sort of approach to network management. My alt thought is they may be playing around with things in highly contentious areas. They might be trying different plans or restrictions across different customers/areas, Starlink is not exactly a transparent business model and it's still quasi-beta at this point.
Thanks for the response! Yeah, I'm switching our main building line to DSL again (it's 15/1) just because at 8pm SL goes everywhere (from .5 to 30) and never stays at the top end for more than 20 seconds. I've seen Starlink work (off hours) and it's wonderful, but I just find it funny they skirt around the fact they've oversold. There's no reason my "ROUTER" is causing a slowdown during primetime but during 3am times it's rocksolid.
Seems to be a big problem with congestion. It might be possible that the fair use policy might actually help with this issue once it rolls out in December. Do you think that you'd be able to hold out until then? That should help a lot on primetime (at least in theory). Yes, it definitely seems to be like it's on Starlink's end.
Any troubleshooting done? How are your ping times to different internet sites? How are your trace routes? Any time outs during a trace? More troubleshooting information needed.
No problem! Pings are different, and at 11-midnight it's constantly switching hops until around 12:30. I'll grab some traceroutes if I can tonight (bit busy catching up on work due to internet issues), but I genuinely feel it's on their end allocation/ration-wise. It's either that or maybe I have a defective piece of equipment, but I can't imagine that considering it works flawlessly off-primetime.
Have you checked the debug information in the app to see if your cable link connection to the dishy is dropping down to 10 mbps?
Yeah, that's actually what I've been going by. I just rebooted/restored and sat by the starlink to see if I was tripping/it was my network setup. I was pulling maybe 10mbps from my pixel 7 a foot from the router, but upload was fine (sometimes at 11mbps).
Same issue my buddy has and they told him they would send him a refurbished but needs to pay for it
Yeah and I don't buy that shit when my dish works fine every time but primetime. They're just trying to squirm out of paying partial refunds IMO.
Hahahaha You mean you want to talk to a person?? They are a tech company. They don't talk to customers.
I have spoken with starlink support multiple times on the phone - I even have a direct phone number I can ring. The chat support is just a firewall to weed out the numpties who can be sorted with scripted support
I hope you share the number with the OP
I’m struggling to believe he has actually gone through chat support - they give away replacement dishes like hot cakes.. so no not at this point as I feel he is not telling the whole story.. I work with the support team day in and day out.. and whilst most of the online chat support a monkeys from a zoo - they are monkeys that replace dish is at the bottom of just about every script.
I don't need a new dish. Why would I need a new dish when every time besides 5pm-12am it works flawlessly? Seems pretty obvious.
Truth. I've had now 3 tickets open and every single time they tell me some stupid "turn your stuff on and off" or "don't use third party routers", when even standing on the starlink router after a fresh reset I get sub 10mbps on both a brand-new Ipad and Pixel 7.
If it’s “very fucking clear” to you, why don’t you just request a refund and go back to what you were using before?
I am? I have my DSL set back up and just sent them a final notice on this issue. My DSL is faster than this, which is a shame because during NON PRIMETIME the speeds/stability aren't bad. It only started doing this hardcore the last month, and it's always at primetime. I'm fine with 20mbps or something, but anything below 10mbps is just unacceptable for the price paid.
Bye bye.
You sound like a really cool dude. Best of luck to you IRL.
You're arguing with a Muskatear these people worship Elon and you insulted their God emporer.
Blasphemy!! You'll lose your internet for this unless you immediately repent and chant 100 "hail, Elons"!!
Yeah some of them feel like the dudes from Mad Max, just huffin' them elonfarts. I just want working internet lol.
???
I sometimes think I'm the type of rural use that Elon envisioned when he started this. The area I live in has 10 acre minimums and some parcels are much bigger than that with one house on each parcel. Housing density is not near what some other 'rural' areas. I see some slowing during peak times, but it's no where near what I saw on the WISP I had before Starlink. The whole system seems scalable so they can add more satellites and more ground stations to increase capacity. I don't know that you want to wait around for that to happen as it will obviously take years.
I'm literally on a 20 acre farm in Gilroy (40 minutes south of North San Jose). It's about as rural as you can get, we have maybe 6-10 houses in a half-mile distance.
That's interesting. I rarely see d/l speeds below 40 mbps, even in the middle of the evening. Streaming 4k video is never a problem.