(Photo illustration by Nikolas Kokovlis/NurPhoto via Getty Images)
SpaceX is finally addressing one of Starlink's sore spots by offering a customer support phone number for subscribers in the US and Canada.
On Wednesday, a Facebook user noted that SpaceX added a customer support number in the official Starlink app. The company’s Starlink support pages also now list the phone number, although it’s buried in the FAQ section.
SpaceX is directing users to call the number if they can no longer connect to the internet. “If 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,” the company says. “This service is currently in a trial phase and is only for Starlink customers in the US and Canada who are dealing with connection issues.”
(Credit: Starlink.com)The hotline is open “Monday to Friday, 6:00 AM to 6:00 PM Central Time," and supports calls in in English and Spanish, but it’s exclusively for connection issues, and callers must input a phone and account number registered to an official Starlink subscription. All other problems require Starlink subscribers to submit a customer support ticket through the app or their Starlink.com account, and wait for a response.
The move addresses the biggest complaint about Starlink, which has been its lack of a dedicated customer support phone number. Some users have had to wait days or weeks before getting a response from SpaceX after filing a support ticket, although in other cases, the company has promptly replied with a fix.
In June, the company opened a customer support phone line but only for subscribers in Indonesia. It later expanded that phone-based support to consumers in Ghana and Kenya.