Difficulty Accessing Certain Streaming and Application Services?
Struggling to load or view content on streaming apps or sites? This could be due to temporary network glitches, routing delays, or IP geolocation (where the service thinks you're in a different location than you are). First, identify your main symptom to get the best help:
- Site/app won't load at all (blocked or errors): Often a connection or restriction issue—start with the steps below.
- Specific content or sites are buffering or slow, while your overall internet speeds seem fast: Could be latency in the network path to that service; try a traceroute to check for delays.
- Content won't play or shows as unavailable (e.g., "not in your region"): Likely an IP geolocation mismatch; check your IP location first, then run a traceroute if needed.
First, please follow the troubleshooting guidance below in the case you're unable to access certain streaming services and applications prior to submitting a ticket.
- Restart your device: Restart your Starlink terminal and router by unplugging them from the power for 30 seconds and then plugging them back in. This may refresh your connection.
- Clear your browser cache: On your device, open your browser settings, clear browsing data (including cookies and cached files), and then restart the browser.
- Quick Geolocation Check: Visit a site like whatismyipaddress.com or iplocation.net in your browser. Note your displayed country/region and IP address. If it doesn't match your actual location, this could explain geo-restrictions—include this info in your ticket. Starlink IPs can sometimes route through data centers in other regions for optimization.
- Run a Traceroute to Help Diagnose the Issue (especially useful for slow loading or partial access): If the basic steps above don't resolve your access problems, running a traceroute can provide helpful details about the network path to the affected site or service. This is a simple command that shows the route your data takes and highlights any potential bottlenecks. No special software is needed—it's built into most devices.
- On Windows: Open Command Prompt (search for "cmd" in the Start menu), type tracert [website or IP], and press Enter. For example: tracert netflix.com.
- On macOS: Open Terminal (in Applications > Utilities), type traceroute [website or IP], and press Enter. Example: traceroute netflix.com.
- On Linux: Open Terminal, type traceroute [website or IP], and press Enter. (If not installed, you may need to run sudo apt install traceroute or similar.)
- On iOS/Android: Use a free app like "Network Analyzer" or "PingTools" from your app store to run a traceroute.
- Let it run for 30–60 seconds, then copy the full output (including any asterisks or high latency numbers). When you submit a support ticket, paste this info along with the service name and when the issue started—it'll help us pinpoint the problem faster!
If the issues persist, please create a support ticket and be sure to detail the following in the request. Our support team can provide a quick response with the information below.
- Name of services and applications with restrictions
- Timing of when issues started
- Your IP location (from the quick check above) and traceroute output (if you ran it): Paste or attach the full results from the traceroute to the affected service (e.g., netflix.com). This includes the hop-by-hop details, timings, and any errors— it'll help us diagnose routing or geolocation issues quickly.
VoIP and WiFi Calling Issues
Experiencing problems with VoIP services or WiFi Calling on Starlink? This may stem from device settings, network glitches, or carrier restrictions (WiFi Calling is sensitive to IP geolocation). Common symptoms include calls not connecting, dropping, poor audio, or "not supported" errors.
Basic Device Troubleshooting
- Restart your device and toggle WiFi Calling: Power off for 30 seconds, then on. Toggle off/on in settings (iOS: Settings > Phone > WiFi Calling; Android: Phone app > Settings > Calls > WiFi Calling). For VoIP apps, close and restart.
- Update software: Check for device and app updates in settings.
- Disable VPN or third-party routers: Turn off temporarily to avoid interference.
- Test on another WiFi: Use a mobile hotspot—if it works, the issue is with Starlink.
Network Troubleshooting
- Restart Starlink: Unplug terminal and router for 30 seconds, then reconnect. Wait 5-10 minutes and test.
- Check IP geolocation: Visit whatismyipaddress.com or iplocation.net. Note IP and location—if mismatched, note for carrier or ticket.
- Ping test (for latency/audio issues):
- Windows: Cmd > ping google.com or ping 8.8.8.8.
- macOS/Linux: Terminal > ping google.com or ping 8.8.8.8.
- Mobile: Use "PingTools" app. Run 30 seconds; note latency (>200ms) or loss.
- Contact your carrier first (e.g., Verizon, AT&T, EE): Share IP/geolocation, symptoms, and error messages. Mention Starlink if needed for whitelisting.
- If unresolved, submit Starlink ticket at support.starlink.com with:
- Carrier/VoIP service, affected devices, symptoms.
- Timeline and recent changes.
- IP/geolocation and ping results.
- Tried steps.
Transfer service restrictions
Transfers are not allowed until 120 days after purchase or 90 days after activation—whichever comes first. If you are within the transfer restriction window, you must wait in order to be able to transfer.
FLOW content streaming issues
If you are experiencing issues of streaming on FLOW services in Argentina. Please follow the below guide to help in improving your connectivity.
- Redirect your inquries to FLOW customer support team
- Please see a list of contact numbers, ensure you inform their support teams that you're experiencing issues while using the Starlink network
- Customer Service #: 0800 444 0800 | Personal *111
Cosmote Streaming Issues in Greece
We are currently experiencing connectivity issues with streaming providers (such as Cosmote) for customers located in Greece. We are actively working with our providers to resolve these issues as quickly as possible.
Does Starlink have a phone number I can call?
If you are a residential customer in the United States or Canada and 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 to request a call-back. The phone line is open 24/7. After you call, a call-back ticket will be created and Starlink support will call you back as soon as we can. Important note: this service is currently in a trial phase and is only for Starlink customers in the U.S. and Canada who are dealing with connection issues. For other concerns, please submit a Starlink ticket.
I'm having trouble plugging my cable into my Starlink while setting up
Check the cable and port for physical damaged - also make sure that the cable is oriented the correct way - if it doesn't fit you may just need to flip it 180 degrees.
