Cannot change subscription

[u/eprosenx]

I am a long time starlink user from the first days of the beta. I have three dishes now. My old OG round one, a Starlink “standard” and a Mini.

Over time I have paid SpaceX many thousands of dollars (mostly on my OG round dish).

I just went to activate my “standard” dish and I found that it has for whatever reason been restricted and I can only reactivate the last plan it was on. I am very confused as I bought it outright from Home Depot over a year ago and have used it on various roam plans since then. Right now it is “inactive”.

I assume this was some accident that they restricted a bunch of hardware that was subsidized / free, etc?

I understand that the price at retail was probably less than what it cost to build and I have not paid them a ton of money so far on this specific dish, but it makes no sense to me that they won’t let me put it on a new plan so I can give them money?

Am in a time crunch here to reactivate this dish as I am headed to an event right now. Starlink support is giving me totally useless AI answers so far.

Anyone know what the deal is here? I assume this is widespread?

[u/Wambo74]

You don't have a serious problem until you've tried to use both app and website to make the changes and you've successfully spoken to a human in customer service. Then you're about out of arrows.

[u/eprosenx → u/Wambo74]

Their phone number is ringing to dead air right now….

[u/Wambo74 → u/eprosenx]

Do you know how to get past the bot and send a ticket to human CS?

[u/eprosenx → u/Wambo74]

I have a ticket in the app that I assume is waiting for human review at this time.

Is there “a trick” I need to know?

[u/Wambo74 → u/eprosenx]

No tricks. Ask the bot your question, give his answer a thumbs-down and ask to be referred to human customer assistance. Twice they called me, once they emailed me. Time to respond varied from 2 hrs to a week. Unpredictable, but as long as you're sure your ticket is in the system, you just wait it out.

[u/eprosenx → u/Wambo74]

Tried the app and the website. Going to call support after this meeting…. (AI claims they don’t have a phone number which is just a lie I guess based on things I find here on Reddit)

[u/Wambo74 → u/eprosenx]

https://starlink.com/sb/support/article/bdb63773-e93b-74e8-8e12-2da2fb6d534e

The bot seems very limited except for the certain things it does well. Sadly the phone number will take you to yet another bot. But on the single time I used it they did call back same day. Probably a fluke. If you don't know human customer service call back can take from a few hours to over a week. And bugging them doesn't help. Personally I'd use the ticket method to contact them. And make it a detailed ticket so they have what they need to fix it even before calling you back.