Newest Starlink, MASSIVE Design FAIL (don't buy?)

In this episode, Juho refers to a website/video offering instructions on drilling out and replacing the proprietary connector of the Starlink dish. He also discusses dealing with the frustrations of Starlink customer service.

Unveiling the Starlink Dilemma: Massive Design Flaw and Customer Service Fiasco

In the vast expanses of the open sea, Juho, a sailor and youtuber from Alluring Arctic Sailing, found himself anchored in frustration due to an unexpected problem with the newest generation Starlink dishes. The culprit? A colossal design flaw that has left users, including Juho, in the dark.

Starlink Design Flaw: A Proprietary Connector Nightmare

The issue revolves around a proprietary connector and cable, a critical component connecting the dish to the network router. This design flaw can turn the dish unresponsive and essentially dead. Juho sheds light on the widespread problem, detailing how this flaw has impacted users globally.

Starlink Customer Service Conundrum

Juho’s journey into resolving the hardware issue led him to the Starlink customer service, a path filled with disappointment. Two weeks after submitting a support ticket, no response. The absence of a phone number amplifies the frustration. Juho explores alternatives, uncovering a delay in ordering replacement cables and a restrictive shipping policy based on the original purchase country.

The DIY Fix: Desperation or Revolution?

Faced with a non-responsive Starlink dish and limited options, Juho takes matters into his own hands. He demonstrates a potentially risky fix: eliminating the proprietary connection altogether. This involves cutting the cable, drilling a hole, and directly connecting the network cable to the dish. A drastic measure with potential consequences but a lifeline for those in desperation.

Customer Service and Connectivity Woes

Juho addresses the hit-and-miss nature of Starlink’s hardware, where some users experience flawless performance while others, like him, encounter sudden failures. The customer service experience varies, with some reporting swift responses and others, like Juho, left in the dark.

Recommendations and Cautions

As a sailor, Juho advises having a spare cable for new-generation dishes and highlights the importance of proper cable seating. Despite precautions, he suggests waiting for the next generation of equipment to avoid the frustrating cable problem.

A Plea for Improvement

In closing, Juho expresses concerns about the flawed design and the inadequacies of customer service. The potential for weeks of waiting and the need for destructive surgery on the dish raise questions about the reliability of the Starlink system.

Juho’s message serves as a cautionary tale for those considering Starlink and a plea for improvement in both design and customer service.

Hey everyone, it’s not the usual sailing stuff (back to that next Saturday!) but I just wanted to make a quick video specifically about Starlink and how it also has its downsides. There’s just so much content around where this system gets praised and a lot of sailors and other remote users are very excited about it, but it definitely has its problems and I felt like there’s just so much of the “fanboy” content around and not that much critique. Anyway, I put this together in a relatively short time and without much of a preparation but I hope it still might be useful. By the way, if you’re a Patron, I want to let you know that this was NOT a patron-sponsored video! (your pledge won’t get charged for this video)

In the video I reference to a website/video that had instructions on how to drill out and replace the connector of the dish. Unfortunately I COULD NOT find it anymore, if you know a good set of instructions please leave a comment below. But essentially you have to break the plastic bottom piece of the pole (use a flathead screwdriver) so that you can slide the plastic piece off and free the connector. After that you CAREFULLY drill a hole in to the pole (like I’ve done in this video), then you cut the connector off so that you can fish out the cable from the hole. Now you’re in the same situation as my dish is in this video, and you’re free to crimp a RJ45 connector onto the cable. This will make it easier for you to use your own PoE injector and router etc.

Starlink customer service did eventually get back to us and a new cable arrived after a bit more than 3 weeks after I sent the support ticket. Of course I can not use the cable anymore as I’ve essentially butchered the dish, but it’s good to have spare anyway. They did also issue a 2 week service refund, which is nice, but I’d rather just have a working system!

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00:00 Broken Starlink
00:41 Questionable customer service…
01:49 No spare parts
02:57 How the problems start & the design flaw
04:25 The sketchy “fix”
06:10 How to avoid the problems
07:03 Critique
08:18 Using Starlink on a boat
09:17 Testing the fix
10:19 Why Starlink might not be so great…