Complain about a product or service

Starband

Theresa of Cordova, AK October 31, 2009

I have had services thru Starband for appx 2 years. Bought the equipment thru Satellite Services in Anchorage Alaska. We live in a remote area outside Cordova Alaska. After purchasing the equipment, we had to pay 1000.00 for the tech in Anchorage to come to our place and site in our dish. The first wind storm the internet went off cuz the dish moved when in fact the technician said it was the perfect spot for it. Needless to say my internet in the last 2 years has been more off than on.

I finally had a friend of mine come out with his birddog, which he purchased to get me online again after repeatedly calling Starband and getting no help from them. Usually I sit on the phone for at least 45 min, getting transferred around and then finally get a voice and I cannot understand a word he is saying. No help hang up more confused than when I call. Once they sell you the equipment you are null and void.

Now for the last month I finally have been getting internet service again and they decide to change satellites. And I am NOT going to pay for another tech to come out to our remote area because they have decided to change the satellite. I have called twice they were suppose to email me instructions to change my modem and NOTHING. I am so pissed right now if I could get to their office I would ring their neck. Because of course there is no email to their office they would rather have you hold for 1 hr and get transferred around.

Faye of Whitewater, MO October 12, 2008

Starband should be reported to the BBB and any other consumer sources available. I have been with them from the 360 days which were miserable! Unlike others I see complaining here about them, I do have a fairly decent installer, service guy. He does what he can to try to help me. Well, after the 360 became obsolete, I was still using it for some time, not knowing. FINALLY I upgraded to a Commecial satellite system from them (1000) because I decided to work from my home office, and connect remotley. I was ASSURED staying with StarBand was the thing to do, because Wildblue and Hughes could not connect me to a remote desktop.

Kids...neither can Starbands commercial system. It's real nice to be talking on the phone to a client and the call can't be handled because you have no connection speed. Cost for the Commercial 1000 was 129.99 per month. I EXPECT something for that kind of money for an ISP. Well HA HA HA!! After that contract expired, what did I do but UPGRADE to the 1500 thinking that since it can use the same equipment as the 1000, and save me the cost of buying MORE equipment for another provider,AND they promise IN PRINT such amazing upload speeds, AND it was actually cheaper (99.00)this would be the way to go. DO NOT DO THIS! AVOID the Commercial systems as dilligently as you do the others. Ping time is over 800 and AUGUSTUS of tech support tells me this is normal. My upload is no where near the 256 they claim, in fact is not even 100 most days. My test speed at PC Pitstop runs a pretty consistent 88. I had dial up with better. But AUGUSTUS says this is normal for a satellite...hmmmmmI had higher with the 360 .

Augustus replied that he did not care what I got with the 360, this is normal. Now one thing I really resent is beingtalked to like I am an idiot. I generally end up solving problems StarBands tech guys could not "look up" on their info screens. These guys are not even suficiently trained to help a customer who is computer illiterate, let alone someone who knows them inside and out. They do not even know their own products!!Don't expect anything close to a 1500 download speed either. I get 981 to 1100 on good days. THIS IS WITH A STATIC IP ADDRESS!!!! Pitiful!

Then there is AUGUSTUS(Mr I don't give my last name over the phone at the same moment he asks for yours) your rude, snotty technical support at StarBand. Why oh why is it I always get him? Today he broke me after... let's see this must be the 3rd of 4th time in a row I got routed to this pleasing guy. Some people just need to get out of customer services. Yes I said he was the most rude and arogant *** I had ever dealt with. He hung up on me, not being able to stand hearing the truth of his abilities, So when I called back....you guessed it, him again, I asked for his superior who of course is going to call me back. HA! Their web site is out of date as far as the FAQ and help sections and don't even ask about the old old tech section. Nothing has been posted in the "forums" since '05 as I recall, if they are even operational now. Probably not, I would post!They do not even list Vista as an operating system when you fill out the contact us forms "Ask a Question, Get an Answer" and get this!!!

The emails must be lost in cyberspace because NO ONE EVER REPLIES!!! They advertise 24/7 support and no one is even available for 50 to 75% of that 24 hours. Well Augustus does need his sleep I guess.They HANG UP ON YOU when you ask for option 2 (tech support) and I was told by my service guy they do this because no one is there!

I think false advertising, fraud, crappy service, NON EXSISTENT tech support, on top of the thousands of dollars we have spent with them over the years is reason enough for us to complain, and complain to any forum, bureau, whatever that deals in consumer affairs. I wish there was a satellite I could see with Commercial Services. I have DirecTV, surely I can see their satellite at Hughes hey? Maybe they don't drop our speeds, thinking we don't notice it, then bring them back after a call for an hour or so, then drop 'em again.... Hopefully since my equipment IS mine, I can get out of this contract....Nah never been that lucky, to quote Augustus "That's just how it is"

Matthew of Forest Ranch, CA July 26, 2007

Starband internet service has hit rock bottom in the last 5 months, I have been a Starband customer 6 or 7 years now, and have never been capped previous to the last 5 months, I have had to contact Starband by phone to find out what the problem was, I was told by a Starband technician I have exceeded my 7 day 1GB threshold, asked the Starband technician what the heck is a 7 day 1GB cap?

The Starband technician replied to me as a bandwidth abuser and you have been capped for this reason, I immediately asked to speak to a Starband manager, while talking to this very rude manager and asking him about previous to the last 5 months I have never even heard of a Starband bandwidth cap, I told the manager I was reading through my original Starband contract which does not state anything about a Starband bandwidth cap, the manager told me the original contract does not apply anymore, you are under a new contract now, I asked the manager "and where and when did I agree or sign any new Starband contract? He had no answer for this question.

The manager actually became rude and said I am just going to transfer you to sales so you can cancel your Starband service, I asked him why would you do that? Again no answer, so asked to speak to his boss, which I was put on hold for 20 minutes with no reply, I had to call back to Starband to ask to speak to the first managers boss, which they said we will have to have him call you back, so I said okay, 2 days later still no call back, so I called Starband again, and asked them to pull up my call history, only to find out there was no history kept, again I asked to speak to manager, this time I got a different manager which admitted Starband was switching over to a new network to support there new nova modems and a new bandwidth cap automation service, which has been giving them problem which they were working out, I told the manager about being called a bandwidth abuser, the manager replied I will look into that right away and the manager uncapped my internet admitting the problem was on there end, and there technical team was working on the problem, so I said great, thanks for correcting the problem, but within 2 days after being uncapped for 7 days they capped my bandwidth again, with an email notice stating you have exceeded your 7 day 1GB limit, so I called Starband again to ask why I have been bandwidth capped again after 2 days, the Starband technician replied you have been capped do to your 7 day 1GB limit has been exceeded, I replied how is the possible after only 2 days of having my bandwidth uncapped? The technician said and I am unable to uncap you, talking about getting the run around after that from Starband. I have had to call Starband 20-30 times in the last 5 months now, to report my internet service has been unreliable, and very slow, and most times does not work at all, I have spoke to three different managers, and have got no were, reporting to Starband I have been bandwidth capped for 18 day out 20 days, again Starband had no answers and by this time became set in there ways not admitting the problem is on there end, I had no choice but to purchase a dialup ISP for reliable internet service. I have received the big run around from Staband for months now, and have been forced to cancel my service through Starband.

I am very upset at the very poor service Starband has provided in recent months, $250 dollars wasted, hundreds and thousands of dollars lost, not being able to use my high speed internet for my low bandwidth use, Starband must be held responsible for there very questionable service, and there take it or leave it attitude. I have been in the computer, network, and website admin industry for over 20 years now with numerous certifications. Starband is not a reliable ISP anymore, do yourself a favor and steer clear of Starband Satellite ISP also known as Spacenet and owned by Gilat an Israeli company.

Steve of Battle Ground, WA May 5, 2006

Starband has an equipment buy back program for people who discontinue Starband service. I took advantage of the program and shipped them my equipment in November of 2005. Starband admits to getting the equipment on Dec. 3 2005. It is now 6 months later and Starband has not paid me the $160 for the equipment. Every time I call Starband, I get an excuse as to why they have not paid me and I am told the check or credit card credit will be taken care of in a week. From my conversations, I believe many other customers are having the same problem.

Stuart of Tucson, AZ January 22, 2006

My StarBand service became intermittent on June 6, 2005. StarBand technicians failed to fix it, and suggested I get a technician on site. By June 15 15th I wrote a letter to the corporation about poor service, and faulty hardware and diagnosis, though I mistakenly dated it July instead of June. I was ignored. On June 13 I had a technician at my home from Horizon Satellite. For $45, he failed to fix it. On June 23, StarBand service quit altogether.

On June 28 I had a second technician at my home, from Western Communications & Satellites, the original vendor. For $40, he failed to fix it, and said he was leaving the matter between me, and StarBand. On June 29 I called StarBand and quit, as the corporation had already quit me, and neither it, nor local technicians, were offering any help. I detached the modem and sought other services. On July 11 a bill for $99.99 arrived, for “service activity 0092069825 07/01/05.” The nearly 100 percent increase and date were not explained. My final payment of $54.99 to StarBand, for service from 6/16 to 7/15—service these goniffs did not fully provide—was dated June 14, check No. 2063.

Their billing system was in error, or merely out of date. Yet they have insisted for six months that I owe them an inexplicable $99.99. Recently they turned this over to a California debt collector. They are attempting to ruin my credit rating because I spoke out about them. I am still fighting their extortion attempt. In fact, I should be asking them for a half-month refund for the service I paid for but they did not provide. I warn the public not to get involved with StarBand, The organization is a scam to continually extract hundreds of dollars in equipment sales, with no guarantee they will improve, or even provide, the service. Thankfully, cable Internet became available on my street during the four years I was forced into using a satellite system. That is the only way I can even report this to you. Stuart W. Faxon Tucson, Arizona

Faith of Tehachapi, CA December 26, 2005

We installed Starband Satellite 9/28/05. Since my husband needs it for work, it's critical that we have a system that works. From day one, my husband has not been able to access the programs on his company's server that are required to do his job. This system was ever so slightly faster than dial-up and connecting speeds were inconsistent and even dropped many times. Due to these problems, the next day my husband called Pat's Satellite and went on a conference call w/ Starband's Tech. Support.

Everything appeared to be working well according to Starband after checking our modem and dish alignment. They suggested we do bandwidth tests periodically to determine what kind of connection we were getting. It was inconsistent and progressively got worse. There were many times when the connection would ‘time-out’ and would require multiple attempts to access a web page. 12/7/05 called Starband and after waiting 25 minutes for a human being, I got Simon in Tech. Support. Explained that our connection got progressively worse after the Thanksgiving holiday. He didn't even offer to run any tests. 12/21/05, called Pat Young of Pat's Satellite to get involved. He didn't remember the conference call he had w/my husband & Starband or the problem we had back in September and suggested he squeeze us in to check the satellite align- ment again.

12/23/05, Pat calls. My husband explained the problems again and that we've decided to switch to wireless internet access. Because we've had this problem from the beginning, with Starband claiming they had no problems on their end, and there had been no resolution, we had to decide to take a different course. Our problem: According to the contract, 'if our service is terminated at any time before the end of the contract term (1 year), we are obligated to pay a fee of $499. And this is for a product that NEVER lived up to their description even after they said it was working properly.

Jerry of Coronado, CA October 31, 2005

After 2 years of poor service I had it with them, they do not supply any service over one hour on the phone,they say call back later, when calling back, they say office closed call back during office hours. I was down 5 days and just can not get through to them.

Doug of Buffalo, MO May 20, 2005

I bought into their "business class" spiel which offered higher speeds and most importantly a "fixed" ip address which is necessary to run any kind of server software. Business class with the 480 modem means you pay about $150 a month. Looking at the costs of not having high speed internet and not being able to run server software, it was better to pay the $150.

The 480 setup was fast. My first big surprise came when I found that basically any kind of server scenario me or anyone else had ever dreamed up that would require a fixed IP address is not supported by this system.

It is a little difficult to sift through all their on-line spiel and fine print but do not ever think that any kind of server software of any sort is supported. The only answer I ever got and this was just verbal was that you might need a fixed ip for "VPN" and that is supported. Maybe it is for client side, but definitely not for server side and I don't require a fixed ip for client side VPN so I still don't see why I am paying for fixed IP. Sounds good on the marketing side, but the fine print will definitely take away any practical use of a fixed ip. I sent a letter stating my concerns to Starband which they never responded to.

It did not seem that the problem was technological, a web server ran for a day, but then started getting artificially blocked, I assume by Starband. We did eventually set up a tunnel that they could not block and it worked well enough for our needs. So I keep paying.

Then my 480 modem goes down. We couldn't get it back up. Starband got a replacement out to me in 3 working days with a weekend in the middle (5 days total). Not exactly what I would call business class service, but not bad. The replacement worked flawlessly for several months. During those several months I saw a charge appear on my bill for like $399 or something like that.

The first month I thought it was just some mistake on their end. The second month I called and they said it was for a modem that had not got sent back and said they had sent me the details in an email.

Well I had never been using the starband provided email so had missed the communication. I checked the starband email, got the details, looked around and sure enough, I had not sent back the old modem. I sent them an email saying it would be returned that day (a Friday) then sent another email when I called Federal Express and they said I was too late for them to pick up that day. The second email included the Fed-ex tracking number (Starband provided a fed-ex return label with the replacment modem). I thought that second email would let them know that I was taking this seriously.

Well another month went by and the charge was still on the bill, I figured they would get it straightened out someday. Then another month. Then one day I lose connectivity, which as you may gather from other discussions happens sometimes for a few hours at a time or more. That night I still had no connection. The next day still no connection so I called my local dealer. He said they had cut off service because I had not paid for or returned the modem. Did I have a tracking number or anything to prove I had sent it back?

I told him I had sent them an email on their email system with the tracking number a couple of months ago when I sent the modem back, but could now not access their system where that email of mine was stored to get that tracking number they were looking for. Had they simply called or something I could have easily taken care of this matter before my "business class" service was shut down without notice.

My dealer said he would try to arrange a time slot where they could allow me service so I could retrieve my email that I had sent to them proving that I had returned the modem. I told him that if they hadn't read it before, why think they would read it now, and that if their idea of "business class" service was to shut off service without so much as a phone call that I couldn't trust them to be my service provider. I will never consider them an option in the future. No one should. Just don't do it. It is your only option? No, no, just don't. String up some tin cans or something.

It would be bad enough if it ended there. But no wait, there is more. Starband keeps billing me for service even though they had turned off the service. Now they have sent me a collection notice wanting payment for the modem and some months of service after they themselves disconnected me from service! I called them and talked to Ms. Robinson about this collection notice. I told her I had sent Starband an email with the pickup number when I sent back the modem.

Her response, "We don't read customer emails, you would have had to have talked to a customer service representative." So much for the modem, I guess I am still on the hook for it. I asked her why she thought I should pay for extra months of service after Starband had themselves shut down my connection. Her response, "That is just a soft disconnect for non-payment, you still need to pay for the service" No service is no service to me. Starband can call it whatever they want.

So as it stands right now, Starband says I am on the hook for $991.04, some large part of the charge for a modem I returned using their Fed-ex return label, and the balance for the months of "soft-disconnect" service where I could not access the internet, but apparently was receiving some kind of service from Starband. The kind you have but can't use I guess. And I never asked for and never expect to receive a nickel of the $900 installation costs. If anyone is thinking Starband, my advice "Don't do it!!".

Sherwood of Greenville, NC April 20, 2005

I ordered Starband Internet service from Sat-tronics with promise of speeds of up to 1000 Kbps. I paid $1100 for installation. The service is terrible. Bad weather, rain, or too busy you're down and I could never get more that 600 kbps on a good day. The real stinker is the termination clause. If you quit because of this poor service you still pay $499 termination and another $500 to the installer. That's $1000 dollars on top of the $1100 install. Starband threaten to turn me over to a collection agency if I didn't pay to get rid of them. I relented plus paid the installer another $500 for termination. That to me is unfair. It seems one should get good service for good money. They took my good money and I got bad service. Oh by the way, I bougth the best they had and it cost me $139.95 per month.

Robert of Barboursville, VA August 5, 2004

I purchased this system when the 1st opend there doors and spent 1100.00 for the entire system installed. From day one the speed has been just slighter faster than 56k. Tech support trys to blame it on my computer but I can see by the complaints it's others as well. Well I have now not had any service for 5 weeks and Starband will not issue a credit for July. My modem appears to have gone bad and they want 200.00 for yet another one but it's a refurbished one? Yeah right.

I applied for the extended warrant service in May and how convienent it did not get processed and now I had to apply yet again to only be moved further down the list. they again did not want to hear it. CAN WE FORM A CLASS ACTION LAWSUIT AGAINIST THEM FOR THE ACTIONS. SPEEDS ARE NOT WHAT WAS PROMISSED, POOR SERVICE. Someone please contact me and let me know.

Erwin of Guanica, AL July 1, 2004

Customer Service and Billing procedures are a disaster! I can't get the same person over the phone more than one time. So, once you get someone working with your billing problem, you have to continue with that person. No one else will try to help you. I have being billed under two different account numbers (I was suppose to have just one). Now it's a nightmare to get them cancelled. I don't have a real due balance for the account and even I still receiving invoices for the cancelled service. Cancellation was made on 05/21/2004. The most recent invoice is for period ending 08/08/2004.

I've being trying to contact a particular person at Customer Service that I spoke once and now she's not returning my calls or e-mails. To make the problem worst, they don't have any CustomerService e-mail account so I can copy them in all my communications and see if that make a little push to get the person call me.

The speed is a real disaster in any of these satellite connection services. Upload speed are really important for the Internet. VPN and/or Terminal Services connection doesn't work at all. So don't even try it! The connection speed is very variable so don't get always the same performance. And, as Murphys' Law, when you must need it, it will fail!

Seinne of Guffey, CO October 9, 2003

It's Wednesday evening at 9pm and I have no internet service, again. I've noticed a major delay in internet speed overall lately. Often, loading a simple web page takes a minute or more. And then, many times, like now, it just doesn't work. Customer Service, which used to be availabe 24 hours a day, is closed when I call. The recording suggests that I contact Starband through the internet... as if I weren't frustrated enough? When I subscribed to Starband, it was a superior service. I've been a happy customer for years now, but the service is awful and getting worse.

Unfortunately, I own the Starband system. I will have to invest in yet another satellite service to remedy this. I do, however, inform any interested neighbor or friend of mine, many of whom are also rural and have bad phone lines, that Starband is generally overpriced and doesn't really care about it's customers anymore. Then I suggest they find an alternate solution to their internet problems. I'm looking forward to one day soon when I can again acquire a decent satellite internet system, to a day when a simple web page does not take more than 60 seconds to load.

Since I can't send this e-mail to anyone at sStarband right now, and since the support page offers no support, and since the "ask a question" feature doesn't seem to be working at all, I'm using this time to e-mail CONSUMERAFFAIRS.COM about my experience with your company. a 24 hour service NEEDS 24 hour customer help....

Tony of Tillamook, OR September 19, 2003

For over a year now I have been using Starband's "broadband" services. I have the residential package with the 360 modem. This is the largest travesty of poor service I have ever witnessed. Not only (like everyone else complaining about Starband's service on this site) is the connection speed only slightly better and often worse than dial up, it's damn expensive. I call support, I bitch, I talk to managers and get the same sorry answers that have already been documented here multiple times.

NEW, however, is that they now have a better technology in a 480 modem(in the Small Business package) that is almost twice as expensive both in equipment cost and service plan cost. Why am I even considering this? Because I need it. I need better upload speeds because my customers are frustrated by my inability to react like everyone else collaborating over the web. Are there any lawyer's out there capable of a class action suit? Want a slam dunk? These Starband losers need what is coming to them. Promises unkept. Expenses running out of control and services (both in technical/customer support and technical services) far below what is acceptable in the industry for the cost.

Here's the kicker. I can't upgrade from residential to small business. There is not a way for me as a paying customer to upgrade so I can benefit from their professed higher upload speeds. Here's their answer... "You can cancel your current plan and buy into the small business plan for the full price. You will receive credit for your existing modem of $90 (I bought it a year ago for $600)." I have to buy the new modem at full price and go onto a new service plan for $130-$150 per month. This to get slower speeds than DSL/cable modem customers get for $70-$80. THIS IS A CRIME! AAAAHGGG.

Tommy of Linden, TN March 19, 2003

My company is a telecommunications company that takes pride in our work. I made the executive decision to become a Starband Dealer, (you know, to stay on the cutting edge of technology). Cutting edge, HA! Let me begin by saying I have ten years experience in networking and communication systems. I am certified in different manufactures like Sprint, Cisco, Nortel, and Bay Networks. I have terminated and spliced more fiber optics than most people have driven a car. Needless to say, I am not a "hack".

We took the on-line certification which anybody can become certified and have never even touched a wire. I put my company's good name on the line, which was a huge mistake, and sold a system. To stat things off, we were shipped a bad LNB and a modem. I'm still not convinced that the software is worth a hill of beans. We installed the network in which different PC's could quickly share folders and files. Then we installed the Starband software and all hell broke loose. The network crashed, due to the modem dropping connection as all other PC's must connect through a host. When only one PC was connected, the speeds were comparable to dial-up, then it would crash.

My customer was up only 50% of the time (if that). When I called "tech support" (and I use that term loosly) They insisted that it was something to do with the install. After I proved to them that it wasn't, the rude individual told me that I had been speaking over is head technically for the past 30 minutes! I was over his head on his product! Later, a so-called customer service represenitive called my customer and proceeded to tell them that I didn't know what I was doing! That, my friends, is defamation of character. After fighting with this for longer than a month, we decided to do the right thing and refund the customer. Now, we are stuck with a system that won't work as advertised, and I wouldn't give to my worst enemy. So let me see, not only is Starband guilty of defamation of character and has cost my company its good name and a lot of money, but I believe false advertisement is also an issue.

Starband is in direct breech of our contract and you best believe that the fact that I have to travel to VA to sue you crooks won't deter me or my partner. We will never again install, sell, or recommend Starband to anyone. Never before have I had a dealership with any major manufacturer that refuses to back up their products or dealers. We strongly adivse, as installers, that no one who works hard for their money have any dealings with Starband. I can think of better things to throw my money away on.

Scott of Houston, TX March 27, 2002

My system was installed about 2 weeks ago and worked just fine until 2 days ago. They have blocked port 80 (HTTP) traffic on my cluster with no prior notice of any kind. Their help desk person kept me on the phone for two hours before discovering the 'problem' wasn't on my end and was due to the blocking they have now implemented. My system is completely down with no plan on how to get it back up since they say the blocking is permanent.

Lindsay of Lexington, KY March 14, 2002

We live outside Lexington. DSL is not available here; cable is not available here. We purchased Starband service on 1/26/2002. We have no need for VPN, voice, video, or on-line gaming. We just need internet access and e-mail. So we thought Starband would certainly do those things acceptably - they are the least common denominator of internet access.

At first, Starband seemed to function OK - we downloaded large files fast. But after living with it for a while, we realized it is in fact very very slow: Web pages load very slowly - avg 5-30 seconds, vs. 1-3 seconds with our phone line. ebay login doesn't work at all with starband, works fine with our phone line.. email frequently fails to work - is utterly reliable with our phone line. cannot ftp file to our webserver - get "connection reset by peer" most of the time - works fine with our phone line. proxy stuff has caused trouble with our internal office network. We completely disconnected the office network - starband still is very slow.

We spent several hours during the install getting it to work. We spent several more hours on 3/11, 3/12, 3/13 working with Starband support, (1-800-starband). They get us to test it by downloading a large file - that's reasonably fast. But overall, system still is slow and unreliable 3/14, Starband support forwarded me to Dish Network customer support 800-2674003. They agreed to disconnect me, but want to charge a $240 disconnect fee and will not refund the satellite charges

Spoke to technician Jamie, number Q77 Spoke to manager Matt Orman number 2LG Matt won't waive $240 disconnect fee until we troubleshoot with them but we already spend 3 or more days troubleshooting with the people at 1-800-starband, the official support number given to us I now realize there are two separate companies involved. The one apprarently responsible for refunding our money is Dish Network, Inc.

So we're out: $720-odd for initial purchase and install $240 termination fee $70 x 2 or 3 months for service fees Our time to deal with their problems 3/14, we spoke to Munir at our Starband local retailer, Cellupage of KY, 859-271-3333. Munir is a very nice guy, and has heard these problems many times before. He says "From experience, I can tell you they won't refund your money", but offered to send this complaint up to his Dish Network distributor.

Carol of Fishtail, MT February 6, 2002

StarBand acts as if they are from HELL, not from the heavens.

I switched to StarBand in Spring of 2001, in good faith, paying all my charges and complying with all their requirements. In Sept. 2001 I agreed to upgrade to their 360 modem model, which was manditory. (I was also struggling with my current StarBand System, and was told that the new modem would remidy all.) When I received the new modem, I installed it and followed their instructions. It didn't work. (Also, once this switch was made, you were not allowed to reinstall your old modem, even if the new was defective.) I called tech support and over about a 7 day period and countless calls and atleast 10 solid hours on the phone (one lasting 3 hrs, others atleast 2) I started my passage through StarBand's HELL. Actually their Tech support was great, albiet not effective. We tried EVERYTHING and I was actually happy to do it. They were nice and professional, and I felt that they were truly perplexed and wanting to help.

During this 10 hours of "help", I was instructed to remove one software program after another, in order to find the culprit that was causing the problem. I was also told to call each particular Software vendor they felt was at fault and have them remidy the problem. On top of the 10 hrs I spent with StarBand Techs, I also spent about 3 or 4 hrs. with other vendors trying to get them to find the problem. This included Norton Antivirus, Firewall, Quickbooks, Photo deluxe, etc. etc. StarBand finally decided that my Mellium Editon was at fault and that we needed to remove it and then reinstall it to clean out all the bugs. I sit here writing this and can't help feel that I was a total dupe to trust them with my computer, MY LIFE, MY WORK, MY TIME! But then, I also feel that there is no valid reason for me to distrust their computer technitions. This is what they are trained and educated to do. I am a rancher, not a trained cumputer guru.

Finally I found a really competent Tech who did a simple check and discovered that my modem was defective and said that he would send me a new one. Great, Thanks !! I received my replacement a couple of days later and started the whole process again. Unbieveable as it may sound, once again Hell was waiting and after 5 hrs of Tech Support, another week of HELL, and beiNg told by Customer Service that it was caused by my outside installation and that I would have to pay a third party to come to my house and fix it, then I blew a fuse. Luckily I ended up with another Tech who then discovered that I once again had a defective modem!!!!!?

The time and frustration was compounded by the fact that I run a ranch alone with a new hired hand who stood around for hours waiting for my to get finished with one phone call or another, so we could go to work.

I was not able to use my book keeping system, Quick Books, since I had dutifully removed it form my computer, but in doing so lost one months worth of entries and a required downloaded upgrade which then locked up my system until I was online again and able to re-download the needed uprade to my original CD. No internet service, no book keeping, no email, NOTHING!!!

Finally I received my 3rd modem, installed it and got online. StarBand never called me to follow up on my case, to check to make sure the 3rd modem was not defective or to acknowledge anything had happened that they may have had some responsibilty for. When this finally dawned on me, I called them to let them know it was working, finally, and to see what was our next step. StarBand said there was nothing to do now. I responded with total disbelief. What was Customer Service then? My life had been totally turned upside down, not to mention the countless hours of my work and life that had been lost over their defective product. They then said,"Well, we won't charge you for the days you didn't have internet service then, but other than that there is nothing they can do."

They refused to take any responsiblilty for my loss and point blank told me that there was nothing that they could do. NOTHING !! They kept wanting me to suggest what sould be done and finally after, Yes, once again, countless calls, I said that I felt that I should get a free years worth of StarBand to compensate me for my time, work, and never ending emotional trama in dealing with this whole Hellish event in my life caused by StarBand.

Nothing has happened. I continue to get the run around and have never been given a number to call that leads me to a person who has any power to do anything, other than tell me that they can't do anything. Costumer Service is nothing but a dead end phone call to direct their customers to where they are told how nothing can be done to help them and that there is not another person to talk to. They have a great sales pitch, as most unscrupulous businesses. I wanted to get rid of my StarBand system and was then told that I had a contract and that not only would I loose my inial $400.00 investment, but that I would be fine another $400.00 that I had agreed to pay if I didn't keep the system for a year.

Brian of San Antonio, TX August 29, 2001

Starband has been anything short of dealing directly with the devil himself. It seems that they will tell you anything, just to get you off the phone, even if what they tell you isn't true. Keep in mind I am just upset, and not trying to slander the company in any way... but i'd like to get some help on what I can do to get them to live up to their promises.

Installation of this service was a joke, Starband gives anyone that can pass a simple read/comprehend test a Certification license to install this $1000.00 plus equipment. Not that the people that pass are stupid or incompetent, but my installer bragged about taking 4 trys to pass it.. ???!!Aside from this being a simple complain session, I am concerned that users keep signing up to service that amounts to absolutely nothing. This has got to stop somewhere.

After hours and hours and days and weeks of hell trying to get the Starband service to work halfway decent, speeds have continued to decline ever since. Starband Technical support is anything short of help or no help at all. They cannot answer any of the simplest questions, but every now-and-then you *MAY* get someone half knowledgeable, but then again all they will do is try and get you to level 2 tech support. I pay (like everyone else) $69.99 per month for speeds that I can get from a simple 56K connection over poor phone lines.

When I contact S-B, I get told "Posted Speeds cannot be guaranteed, since this is satellite technology, therefor you may experience intermittent slow speeds anytime". That is a fine example of "I dont really care, just get off the phone" customer service. NO company can actually stay in business, while hosing their customers. ON top of slow speeds, the network is constantly DOWN and the RPA is also down 75% of the time. I know that my complaining should amount to me just leaving SB, but I am also on the 2 year "Beta Test Period" and cannot just leave :(

The service is overpriced and with the introduction of their 360 modems, has caused a new "Contract" being required, for an additional year of service!! You are locked in to already slow speeds, and sign another year, HOPING that you get something better than what you get now. SB tech support has no clue why the 360 is better, if it is faster, better latency or anything. I tried at least 8 techs to get a different answer with no luck. They cannot even predict when your modem will go out, all they know is, "We ship by clusters". It seems like this company has a GREAT idea, but they sign so many customers up and cannot even provide a half decent network to communicate on. It would help if SB actually had tech support that can HELP us, or give us some type of insight as to what is going on with OUR MONEY.

Albert of New Castle, PA August 27, 2001

In January of this year (2001) I purchased the Starband System and service including installation. After several months of time and much damage to my home, the system was unuseable and I shipped it back. They couldn't make it work even after asking me to open the modem and work on it myself while they guided me over the phone. The service kept going off line and there was no cure they at Starband could offer.

They reluctantly refunded part of my out of pocket after I cancelled the credit card transactions that paid for the system. I'm still out $300.00 for the installation and would like to be refunded and have the damage to my house repaired. Dealing with Starband is like talking to a wall. They are neither knowlegable or willing to help. Starband is a scam!!! Beware anyone who falls for their clever con scheme to get your money.

Douglas of Stockton, UT August 17, 2001

Starband...what hasn't happened? Took 4 months to install after paying for it. Installer damaged my home, (mounted the dish 5' above the ground on a 28' house side) Starband promises speeds in writing, on their website, I paid for a year in advance. Their speeds haven't even once reached the advertised speeds.

They recently "upgraded" their modems, the new ones work sporadically at best, going offline off and on all day/night. The only solution they offer is to reboot and 'hope' it works. Their IP addresses constantly change from moment to moment, making use of secure sites like banks, media libraries, and FTP sites nearly impossible. One site I visit 5-6 times a day for media requires that I input my password an average of 50 times per session. I finally coded a keystroke to input this silliness.

David of Santa Fe, NM May 23, 2001

5/23/01 I am going to keep this very simple, dealing with Starband has been a nightmare and in keeping this simple I am omitting many details about how dysfunctional this organization is.

I live in Santa Fe, NM and wanted to get high speed Internet accesses. I called every Starband installer in Santa Fe to get prices and telling each I trade stocks, use various data streams and required a high speed and low latency connection. Each said Starband would work well. Had the system installed and it turned out there was a huge latency problem, this service proved to be four times slower than the slowest dial up ISP I have ever used. (Technically speaking a good isp will have a ping test at under 200, there is well over 800) I was promised high-speed connections by again every single installer (they are licensed by Starband) and each one mislead me.

My conclusion is Starband does not properly inform installers as to the limitations of the system. Starband promises high speed access, but it is actually the slowest for speed with data streams due to latency problems. Their promotional material and advertising is false and misleading. I also found out when you sign up you are put into a new cluster and mine had problems, which they could provide no feasible date on fixing. Most new sign ups are put into new clusters, which often have problems, which they seemed quite clueless on the nature of the problem and any idea of a fix.

I have had lengthy correspondence with Starband on these matters. They also ignored or do not respond to about half of my e-mails, and although customer service promises to call you, they do not. Starband appears to be an out of control bureaucratic mess where one department has no idea of what the other is doing, where customer service is a joke, they do not have a handle on their licensed installers, and tech support does not have a clue. . I am out $200 for the installation of the system, which since has been removed, and would like to be refunded. Despite writing and calling them that all their licensed installers in Santa Fe had mislead me and their advertising is misleading, they refuse to issue a refund.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top | Internet Services

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.