Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 14 2025 a *** of starry named ****** came to install Internet service he took my ******* router and old router i had starry told me They would give me 2 month credit i them sent a message back to them leaving them with my account email ***************** using bbb *** told me he would not be applying the credit to my account *** told me that the credit was meant for a old closed account which makes no sense at all I told them my proper email for some reason *** doesn't want to comply with what corporate told him to do I was never disrespectful to him or anything i have the whole conversation saved on my phone

  Business Response

  Date: 04/09/2025

  The credit was applied, please see the screenshot.

   

  Due to the multiple accounts and requests for credits that have been made from this consumer, we will be unable to provide any further credits in the future.

   

  Thank you,

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 14 2025 a starry *** by the name of ****** installed my Internet at 5627 2nd st apt 1508 ****** took my gravity router and a ******* router from my apartment without mt knowledge my name is ****** ****** I have proof that he took my routers but starry is saying they reached out to ****** and he's telling them that he didn't take my routers I'd like free internet service for two months or I will definitely pursue litigation and got to court and press charges against ****** from Starry

  Business Response

  Date: 04/07/2025

  Hi ******,

  In an effort to avoid further escalation, we are happy to provide that 2-month credit to your account. You will receive a separate email from our support team confirming this is in place.

   

  Thanks,

   

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The business said they would give me a two month credit Injust need to know how to redeem it my email is **************************
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 21 2025, my internet service was interrupted 3 times. I immediately contacted Starry Support. It was over an hour before Starry Support replied. The support tech, **** said he would credit my account to compensate for the outages. I asked for a month's credit. I haven't received any credit. I've contacted the CEO of Starry and have yet to receive a reply.

  Business Response

  Date: 03/12/2025

  Hi ******,

  Thank you for your note. I did reply to your email. *** was waiting on a response from you in your ticket to see if the issue was resolved. We will apply the credit that was offered today.

  Thank you!

  Customer Answer

  Date: 03/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When communicating with ****** at starry, refusing to answer my question if they service an address in *******. In response to that question the final answer was deactivating my account instead of answering my question. This went back and forth and Im tired of the email *** avoiding the question and wasting my time especially while Im packing to move.

  Business Response

  Date: 02/26/2025

  Thank you for your message. We appreciate the opportunity to address your concern.

   

  We do not service wide areas, rather only specific addresses in certain metro areas. We do not currently service your new address.

   

  Thank you,

• Initial Complaint

  Date:02/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starry Internet has charged me $15 above my contracted rate with them without any notice. Starry explicitly advertises that it offers low rates and no surprise increases. Upon a panicked review after reviewing my CC statement, I discovered that Starry hid a price increase in small print at the bottom of a monthly invoice. When payments are automatically drawn and expected to be the same each month, and the company assures customers that there are no sudden changes, hiding a price increase where they know no reasonable person can be expected to look for it (the text is only on the linked full invoice within the Starry portal, not anywhere on the email invoice) is a predatory practice at the very least if not a 93A violation. There was absolutely no good faith communication allowing for a legitimate opportunity for a reasonable person to make an informed decision about continuing service, and instead Starry relied on me not catching this significant $15 change. The company should not be advertising no hidden fees, as they absolutely hid this fee increase.

  Business Response

  Date: 02/19/2025

  Hi ****,

  We appreciate the opportunity to address your concern. Per the Starry Internet Customer Agreement and Terms of Use (the ********************** Customer Terms), available at *****************************************************************, Starry can provide you with notice of a price increase by e-mail to the e-mail address you provide to usby posting information on your Starry account, and in or with your billing statements. When you signed up for your Starry Internet services, you agreed to the Starry Customer Terms and agreed that any one of the foregoing will constitute sufficient notice. 

  We have also rolled out a debit discount program. You can save an additional $5 on the new rate by using a debit card. We understand that you may have missed this notice. Accordingly, we will provide a one-time adjustment on your recent bill, which you'll receive confirmation of from our ************* team within 48 hours.

  Thank you for being a customer.

   

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ISP (Starry, Inc) silently increased the monthly price, without giving me any notice. I found out while going through my finances. Their explanation was that they no longer offer my original plan. But it doesn't justify silently increasing my price.The prices were increased twice Original promise on June 2023: $50/mo 1st price increase on Sept 2024: $55/mo 2nd price increase on Jan 2025: $65/mo I have lost faith, so I will be discontinuing their service. So refund is the most desirable form of settlement. Thanks!

  Business Response

  Date: 02/19/2025

  Hi ****,

  We appreciate the opportunity to address your concern. Per the Starry Internet Customer Agreement and Terms of Use (the ********************** Customer Terms), available at *****************************************************************, Starry can provide you with notice of a price increase by e-mail to the e-mail address you provide to usby posting information on your Starry account, and in or with your billing statements. When you signed up for your Starry Internet services, you agreed to the Starry Customer Terms and agreed that any one of the foregoing will constitute sufficient notice. 

  
  We also now offer a debit discount. You can save $5/month on your monthly bill by using a debit card as your payment method on file. We understand that you may have missed the notice of price increase, accordingly, we will apply a one-time credit of the difference to your account that you should see confirmation of from our Care team in the next 48 hours.

  
  Thank you for being a customer.

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet provider has raised my internet $10 without notification. I have automated payments and received an emailed receipt each month. No notification was provided that service prices would go up. When I reached out to customer service they did not help. I even reached out to the area sales representative. She took my first call and then never followed up.

  Customer Answer

  Date: 02/14/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/19/2025

  Hi ******,

  We appreciate the opportunity to address your concern. Per the Starry Internet Customer Agreement and Terms of Use (the ********************** Customer Terms), available at *****************************************************************, Starry can provide you with notice of a price increase by e-mail to the e-mail address you provide to usby posting information on your Starry account, and in or with your billing statements. When you signed up for your Starry Internet services, you agreed to the Starry Customer Terms and agreed that any one of the foregoing will constitute sufficient notice. 
  

  We also now offer a debit discount. You can save $5/month on your monthly bill by using a debit card as your payment method on file. We understand that you may have missed the notice of price increase, accordingly, we will apply a one-time credit of the difference to your account that you should see confirmation of from our Care team in the next 48 hours.

  Thank you for being a customer.

   

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed.

  A resolution here, made by a company that is committed to customer service, would look like:

  - refunding me the price difference each month since you raised the amount, not just a one time reimbursement. You also referenced the price increase of $5 dollars. That is incorrect. It was a $10 increase. Its a shame you dont even know what you were charging your customers. So there is no room for discrepancy, that would be $10 from the time starry increased the price on my January 9 bill. In total that would be $20.
  - a better business practice of notifying your customers PRIOR to a rate increase. And not notifying them in an obscure way as for many to not take notice. 
  

  In summation, its not only rectifying the current issue, but making sure that it doesnt happen again is what customer service is about.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lauren

   

   

  Business Response

  Date: 02/26/2025

  Hi ******,

  I will submit a credit for one additional month. As noted in my prior response, notice was provided to all of our customers per requirements in the ********************** Terms of Use Agreement. Additionally, you are eligible for a $5 discount on your plan by using a debit card for your recurring subscription.

   

  Thank you,

   

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  Please state the specific credit I will receive. I cannot accept the resolution based off your vague response.

  Additionally, it was previously mentioned that I can change the plan I have, reducing speeds, which will also reduce my monthly payment. This was incorrect information. When I select change my plan, there is no cheaper option. Your customer service, again, does not have the correct information.

  Many people in my building have Starry, and I have reached out to them to see how they are handling the situation. everyone that I have spoken to is upset by your lack of transparency, and customer service.
  

  What was most shocking to me, is that there are people in my building that are paying a lower rate than I am. Attached to this complaint is a neighbor that is paying less than me for very similar service, in a plan that is not provided as an option in change my plan. This is unacceptable.
  

  If you want to see resolution here, I will need starry to take accountability for their lack of transparency, and inconsistent billing. Please do not respond here with excuses, I am not looking for explanations, as there is not an adequate one in this situation.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lauren

   

   

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starry Internet, which advertises low rates and no surprise increases, discretely disclosed a price increase in small print at the bottom of a monthly invoice. When payments are automatic and are the same each month, and they have assured customers that there are no sudden changes, hiding a price increase where no one would look for it (the text was only on the full invoice within the portal, not the email invoice) is a predatory practice. There was no legitimate opportunity for customers to make an informed decision regarding their continued service, and instead Starry just hoped no one would notice the increase in automatic payment amounts. They should no longer be able to advertise no hidden fees, as they absolutely hid this fee increase where no reasonable customer would see it.

  Business Response

  Date: 01/22/2025

  Hi ********,
  
  We appreciate your feedback and we are sorry that this price increase took you by surprise. As a courtesy, we will refund the difference of the increase for the first month. In addition, you can save $5/month by adjusting your payment method on file to a debit card.
  
  Per the Starry Internet Customer Agreement and Terms of Use (the ********************** Customer Terms), available at *****************************************************************, Starry can provide you with notice of a price increase by e-mail to the e-mail address you provide to usby posting information on your Starry account, and in or with your billing statements. When you signed up for your Starry Internet services, you agreed to the Starry Customer Terms and agreed that any one of the foregoing will constitute sufficient notice. 
  
  Thank you for sharing your feedback with us as we seek to improve on a go-forward basis.

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm seeing that my most recent bill was $65 instead of $55. It had been $50 since they came to my city well before the pandemic. In the fall they announced a $5 increase from $50 to $55 in an email from the CEO explaining the need to increase prices. I started looking at my bills to see why it changed and I saw that the last bill had a footnote saying they would increase it by $10 dollars.This is bad business. They snuck in a $10 monthly increase without any email just a few months after the CEO announced a $5 increase. That's a 30% price increase!! They didn't give enough time to look at other services so now I've paid $65 dollars that I didn't agree to pay.The company was acquired or something a year ago (they announced an email) and it's pretty clear they don't have the same values as they used to after this act of deception. I'm looking into other options now.

  Business Response

  Date: 01/13/2025

  Hi Mr ****************** style="font-size: 0.875rem;">I was unable to locate an account with your email address. However, the monthly price of your plan will increase by $10. This increase reflects the growing cost of doing business and providing service to you. 

  Per the Starry Internet Customer Agreement and Terms of Use (the ********************** Customer Terms), available at *****************************************************************, Starry can provide you with notice of a price increase by e-mail to the e-mail address you provide to usby posting information on your Starry account, and in or with your billing statements. When you signed up for your Starry Internet services, you agreed to the Starry Customer Terms and agreed that any one of the foregoing will constitute sufficient notice. 
  

  In accordance with the Starry Customer Terms, ********************** provided you with notice of the price increase in your December invoice, and which is also available as a PDF in your Starry Internet account. More specifically, the notice in your December invoice stated the following:

  
  Notice: Update to Your Plan Price
  Next month, your plan price will increase by $10. But you can save $5/month with our new Debit Discountjust update your payment method to a debit or prepaid card to get started.

  
  A copy of your December invoice is included in the My Account section of the Starry website. Additionally on or about December 1, 2024, Starry posted the same notice shown above to the Messages section of your Starry account.

  
  We value you as a customer and understand that price is an important factor for many of our subscribers. With that in mind, and as mentioned in the price increase notices, Starry recently rolled out a new Debit Discount that provides a $5 monthly discount for paying with a valid debit or prepaid card. You can learn more about the Debit Discount by visiting *********************************************.

  
  Starrys mission is to provide affordable, reliable internet service with a customer-first approach. In furtherance of this goal, if you have any further questions, please contact me directly at *************************************************************. 
  

  
  

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is no form of resolution to deceptively increasing prices for long term customers, while keep prices lower for new customers. Increasing revenue by milking the long term customers, subsidizing new customers, and offering discounts only to the people who complain about the price change is not an adequate way of treating your customers equally with respect. Canned responses like "our growing costs of doing business with you" don't mean anything. Ugh.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 01/15/2025

  We appreciate the feedback and understand this customer's concern. Our **************** team is happy to work directly with the customer to find a plan and price point that works for his needs.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Again, offering me a discounted rate because I complained is no form of resolution to your long term customers. No apology for a discrete $10 price hike after a publicly announced $5 price hike is no way of treating your long term customers. If ********************** has no intention on apologizing and making amends for the deceptive billing practice then there is no need for us to go back and forth here. My complaint stands as is.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to submit a complaint against the customer service and experience with **********************. I asked for a vacation hold, but it appears that the system tried to charge me around the same time so I kept getting notices which I didn't understand and then I got a final notice. To start, I was never informed or alerted that the vacation hold was ending nor of this charge was necessary - in fact the hold ended days earlier than I had added as a reminder on my end.Agent ***** replied to me but didn't do much to clarify this situation until I insisted and then it was finally escalated. I waited just to get a very rude agent called **** *****, and this was the final straw. His response was very tone deaf, and not the way anyone should reply to a paying customer of years. There are many options out there when it comes to internet provider. I asked to just cancel my service altogether and get all refund for anything that was paid last time, and this was a decision made 100% because of **** ******* response on Nov 16, 2024, 5:18PM EST as part of request ticket # *******. I don't know if it's the training or what but this tone is unacceptable and as a customer, I felt very undervalued and disrespected throughout this process and for this, you lost a customer stupidly. I am writing this as a complaint towards this agent and experience. No one ever apologized even after I explained why I am canceling. I will be waiting for full refund which I believe was the $30 charged last time. Additionally, no partial or late fees should be charged as the internet never actually came back online / had no service since I was on the "Vacation Hold." I hope you can confirm this. I will use prepaid label to return this router. And I hope you can do better in the future so you don't lose a customer of years so stupidly. Such a shame since I know you started in ******, and I wanted to support local businesses but it can't be at the expense of poor treatment. Thank you for your attention.

  Customer Answer

  Date: 11/29/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 12/02/2024

  Hi *** ******,

   

  We apologize for the experience that you had with one of our representatives. This is not what we strive for. We have ensured that you have indeed received a refund for last charge and we hope we can assist you again in the future with your internet service needs.

   

  Thank you,

  ****** **********

  Head of CX

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  Thank you for issuing refund, apologizing for the experience, and inviting me back to keep being a customer. I appreciate your efforts and making things right for that negative experience. 
  
  Regards,
  
  Christian