ComplaintsforStarry Internet

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB,I'm experiencing serious problems with our internet company Starry. We were receiving our $30 Dollars discount that was covering our internet bill through the Affordable Connectivity Program.Starry charged $2.11 Dollars in our debit card and this internet charge was covered by the Affordable Connectivity Program. This is not right. We subscribed to their internet company the year 2022, they promised us that they were going to send us a gift card for around $175 Dollars. We never received this gift card that they promised us. We never received it by mail or by email,The other problem that I had with them was that the internet had many problems before. I had a video conference with a health company from ****** on October 08, 2023, who was going to pay me a $50 US Dollars Gift Card for my participation in the conference. I was able to connect to the video conference, but the lady couldn't hear me.This never happened to me before. I connected to the video conference around 3 times, but the lady still couldnt hear me due to the poor internet connection. The lady refused to give me another chance to connect to the video conference and I lost this $50 Dollars because of the fault of Starry.Most of the internet customer service agents are very nice, polite, and kind in the company, but I had a problem with one of the Starry agents who is very rude on the phone. I got him a few times late at night. He was very mean. I was very nice, kind and polite to him. Once I left a phone message with him, but he was always very mean to me. I just wanted one of the technicians to call me to check what was wrong. The inboxdollars website was not showing when I connected to Starry Internet. He told me in a rude way Im not going to disclose where I am." He acted in a mean way. I filed a complaint against Starry with ************************************** Starry ignored my complaint that I filed with this government agency.*************************** and Mzia

  

  Business response

  06/04/2024

  We appreciate the opportunity to address these concerns. 
  
  ******************** signed up for Starry and was installed in January 2022 for the Starry Plus ($50, 200/100) plan. The customer used 'merriest' promo code at sign up earned them 1 month free + a $150 **** digital gift card. The $150 gift card was emailed to the customer on Jan 29, 2022. According to our records, they opened the email containing the gift card as well.
  
  In June 2022, the Customer switched to the *** Launch ($30, 200/100) plan and enrolled in the **** They maintained that plan & pricing until May 2024 when the program ended.
  
  May 6, 2024: After receiving all mandatory ACP communications from Jan - Apr 2024, including details on their specific plan & plan rate in Apr 2024, their card on file was charged $2.11 for their May 2024 billing cycle. ACP partial credit is listed on the invoice. The customer also received a small service credit - a prorated amount from their plan downgrade in Jun 2022.
  
  May 7, 2024: Customer contacted Support regarding the charge. Support explained the charge and the end of **** ******** replied and confirmed they understood but were unaware. Support offered a coupon and/or a plan downgrade to assist with the cost. Customer has yet to agree to any of our offers and are still on the *** Launch plan with no coupon.
  
  Regarding the service issues, the customer has been reporting a specific issue with accessing a website since Oct 2023. We have verified by accessing the website from their network remotely that the website is fully accessible using their Starry network. Our best hypotheses are either they have a firewall/antivirus preventing access, or the website has blocked the customer's access.
  
  Regarding the video conference service complaints, we have sent technicians out to investigate these issues on 4 occasions. Each time, everything was working fine. Our technician rebooted their laptop and it resolved the problem. They also confirmed they do not have this problem with video conferences/streaming on their smartphone. The problem seems to be related to their laptop.
  
  Starrys mission is to provide affordable, reliable internet service with a customer-first approach. If there are any further questions, please contact me directly at *************************************. 

  Customer response

  06/05/2024

  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 # ********.

  Dear representatives of The BBB of ******,
  

  I hope you are doing well in *************. I'm sorry to tell you that we never received the $150 Dollars Gift Card that Starry promised us when we enrolled. The company can check that we never received this gift card, and we never used it because we never received it, and we couldnt use it. We need the gift card that was promised to us by this company.
  

  Starry is not telling the truth about that. I'm sorry to talk about this company.
  

  I'm willing to accept the accept the coupon and the internet package plan of $10 Dollars per month promotion for 12 months that they offered us, I mentioned to to Starry **************** that we can accept it but we need the refund of the $2.11 Dollars and the payment of the $50 Dollars of the gift card that I lost in October 2023 because of the problem with their internet. 
  

  I failed my video conference because of the problem with The Starry Internet and I lost $50 Dollars, this is not fair to us. This $2.11 was charged before the program ended.
  The problem is not our laptop. The problem is the Starry Internet. The website of Inboxdollars connects to all The WiFi networks that I got, except Starry Wi-Fi, this was not happening to us before.

  The Starry internet technicians are not familiar with this, that's why they can't resolve this issue. They need to hire technicians with more knowledge.  Maybe the technicians are not capable of fixing this internet problem. Sometimes I need to take my laptop to ********* or to other coffee shops to connect to Inboxdollars.com.
  

  Starry also ignored our complaint with *********** Communications Commission,they never responded to our complaint with them. They ignored the complaint. I will write more in detail tomorrow. I have a legal deposition tomorrow.
  

  *************************** and Mzia
  
  

  
  
  Regards,

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

   

   

  

  Business response

  06/05/2024

  We are sorry that the customer is not satisfied with our response. As we've outlined, recent charges are associated with the end of the *** program. We will not be able to provide any further assistance with the technical issues that the customer has reported because we have exhausted all of our troubleshooting avenues already and multiple on-site visits have confirmed that the issue is a local device issue. We are happy to refund any payments in the past 90 days should the customer desire to cancel their subscription at this time.

  Customer response

  06/05/2024

  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 # ********
  

  The business doesn't say anything about the gift card that was promised to us by Starry. We never received the Gift card by email or by mail. I lost $50 Dollars because my video conference failed because of the problems with this Starry Internet. We need the compensation for that and we need the gift card that was promised to us by this company when we subscribed to the company. I will send a copy of this email message when the company offered me this project and I Iost it because of the problems with their internet. My client was disappointed because of their internet, so she cancelled my video conference and she never rescheduled the video conference.

  I don't think Starry is reading our BBB message well. Our laptop doesn't have any issues. Why can we connect our laptop to Inboxdollars with The Optimum Wifi and with The Wifi Networks we mentioned in our  first complaint letter? Why does the Starry Wifi not work properly when I try to connect to Inboxdollars.com and on the other Wifi networks are working okay?
  This charge of $2.11 Dollars was charged to our authorization before the end of The *** Program, this is not right. Our  cellular phone can't connect to The Inboxdollars website through the Starry Wifi because the technicians don't know how to fix the problem.
  

  Other complaints will  be sent against this company including my local *********************** and your state attorney general office if we don't get the gift card that was promised to us and the compensation for the $50 Dollars that I lost because of the problem with this Starry internet. We have had several outages in the past and we can't reach technical support because they don't answer the phone or I need to wait for a very long time.
  
  Starry has complaints from multiple customers in different parts of the ***, I can send you copies of those complaints for your review. Other customers are experiencing similar problems like us. I will write with more details later
  
  *************************** and ****

   

  
  Regards,

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

   

   

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ************* with Starry in August 2023, and their technical staff came to set up the Wi-Fi for me. During the visit, I was told that no additional equipments from them was needed as my apartment already has it in the room (in a locked closet). I used the service for four months and moved out on 30th December 2023. I received an email suggesting that I need to return the equipment back to them, however, since the closet was locked and the equipment was in the room before I moved in. I believed it belongs to the building and hence I was not liable to return (neither am I eligible to return). However, I was contacted recently suggesting that if I cant return the equipment I will be charged for 150 usd, which I completely cant understand. Neither did the technical staff inform me that I need to do that even theres no handover of equipment between the company and me. I tried to communicate with their customer service but they didnt offer feasible solution. Therefore I want to raise a complaint with BBB to cancel this charge.

  

  Business response

  01/19/2024

  Hi Xiaqiuzi,

   

  Per our Terms of Service, you are responsible for returning the equipment that is used to provide you with Starry Internet service. However, given the extenuating circumstances that you have provided, we will ensure that you are not charged.

   

  Thank you for the opportunity to address your concern.

   

  Thanks,

  ******

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 16, 2023, I received an email from Starry informing me about the discontinuation of my current internet plan and an apparent "upgrade" to a new plan at a rate 1.5 times higher than the previous one. Customers were given until December 12, 2023, to opt out and retain their original plan under a different name.Regrettably, the initial email landed in my spam folder, and I only became aware of the changes on January 11, ****, upon noticing an increased billing rate. Upon contacting Starry customer support, I was informed about the opt-out option, which, due to the lack of proper communication, was missed. I find this practice disconcerting, as it seems designed to capitalize on customers not actively monitoring their spam folders. Furthermore, the advertised upgrade in internet speed has proven to be negligible. Despite the promise of enhanced speeds with the new plan, my actual experience mirrors the performance of my previous plan, as evidenced by the attached speed test results.I strongly believe that this unilateral change, coupled with inadequate communication, constitutes unfair business practices. I am disappointed that despite the existence of the original plan for opt-out customers, Starry is unwilling to transition me back to my previous arrangement.

  

  Business response

  01/12/2024

  Thank you for writing. We apologize for any miscommunication. We have gone ahead and reverted your plan back to the original speeds and pricing, per the opt out option that was in the email sent to your Spam folder. If you have any further questions, please do not hesitate to follow up with our ************* team via email at *********************************

  Customer response

  01/12/2024

  [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

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  An employee at Starry Internet directed the management of my building to send residents an email promising them service for the price of $30 a month forever if they signed up before January 8, 2022. I signed up on January 6, 2022. On October 12, 2023 Starry sent an email to residents that the price of service would be increasing to $45 a month. I contacted Starry and showed them the email from their representative promising $30 a month forever and they stated that my price would still be increasing to $45 a month. Starry deceived customers in order to get them to switch to Starry's internet then in less than 2 years increased the price by 50%. There should be compensation to tenants who were deceived by Starry's promise, including a reversion to the original price of $30 a month.

  Customer response

  11/04/2023

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

  

  Business response

  11/07/2023

  Please see attached letter for our response. 

  Customer response

  11/08/2023

  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. 

  They misspelled my name on this letter, which is my only proof that they will be honoring their promise.
  
  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

  01/19/2024

  Hi ********,

   

  We have already updated your subscription to maintain the previous price. Should you have any further issues, you are welcome to contact me directly at *************************************.

   

  Thanks,

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business engages in deceptive marketing and renege on its explicit written promises. They promised to keep the same price for the plan I bought, in writing, forever. Two years later they increase the price twofold because the original plan "has expired." Reaching out to customer service supervisors and showing them their promises made in writing resulted in an offer to offset the cost increase for the first month only.The original message from their ************* marketing team: "Starry Internet (***********************************) is officially LIVE at XXX! Plan your switch before 05/26/21 for a 40% monthly discount as long as you're a Starry subscriber. Dont miss this amazing opportunity to lock-in exclusive pricing of $30.00 a month for 200 Mbps download, 100 Mbps upload average speeds, forever."Their response: "I'm sorry that you feel like someone made a promise they could not keep. This certainly is not in line with the transparency we strive for. We would be happy to add a credit to your account to offset the increase in cost for this upcoming month. At least this will give you a chance to plan and budget around the change. [...] ***************** | Customer Experience Lead | ********************************"I am attaching a flyer attached to their original promotional email.

  Customer response

  10/24/2023

  I have not heard from the business in response to my complaint. The issue has not been resolved.

  

  Business response

  10/25/2023

  Dear Mr./**************:

  On October 18, 2023, the Better Business Bureau (BBB)  provided Starry, Inc. (Starry) with notice of the informal consumer complaint you submitted alleging that Starry repeatedly represented, including on its public website and in advertisements targeting [you] and other residents of [your] building, that its pricing was a flat monthly fee, with no price increases ever. Starry appreciates the opportunity to address these concerns.  

  According to our records, on 4/26/2021 you subscribed to the Starry Plus plan (up to  200/100 mbps) under a VIP Launch promotional offer which gave you a rate of $30/month instead of the then current regular rate for the Starry Plus plan of $50/month. At the time you signed up for Starrys service, you also agreed to the Starry Internet Customer Agreement and Terms of Use (the Customer Agreement) which provides that ********************** may change [its] prices, provided that advance notice of any material adverse changes is sent by e-mail to the e-mail address you provide. 

  On 10/12/2023, Starry sent you an email to the email address you provided informing you that the company was updating its pricing for the first time since it launched in 2018 as a result of rising costs of doing business. Consistent with the Customer Agreement and prior to any price increase, in that email Starry also explained: 

  
  On October 30, 2023, your VIP Launch promotional pricing for your Starry Plus internet service (up to 200/100 Mbps) will expire. The new monthly price will be $55, consistent with our current rate for the Starry Plus plan. 

  Notwithstanding the foregoing, and although Starry denies your allegations that it has [engaged] in false advertising, fraud, and breach of contract, Starrys mission is to provide affordable, reliable internet service with a customer-first approach. In furtherance of this goal, we will maintain your $30/month VIP Launch pricing for the Starry Plus plan (up to 200/100 Mbps) until you move, change your plan, or cancel your service. 
  
  If  there are any further questions, please contact me directly at *************************************. 

  
  Thank you,
  *********************************
  Head of CX
  Starry, Inc.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My starry internet is down the third time in a six month period! Restart, reconnect, nothing is able to fix it.The customer service expert isnt able to fix anything and the technician they have can only arrive after a day. Whats even worse, is when I ask the customer service ************************ they have earlier availability, he said no and immediately hang the phone off. And I have to find a public internet somewhere for one day.The internet service from Starry is SUPER unstable! Please avoid.I would like Starry to refund at least one month of internet charge.

  

  Business response

  06/12/2023

  The customer's service interruption was due to a third-party working on and interfering with wiring in the customer's building. The interruption was not due to any failure on the part of Starry's network and was outside of Starry's control. Starry responded to the customer's complaint by sending a work team to fix the issue in the same day. Prior to this incident, the customer had not complained about **********************'s service and therefore we are unaware of any other instances of service interruption.

  Customer response

  06/12/2023

  [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,
  
  Ziyu Ma

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  0

  

  Business response

  01/13/2023

  The terms of the promotion in which the customer is trying to participate requires the use of the promotional code at the time of sign-up for our service. The customer signed up for service in October and tried to use the promotion in December. Because the promotional code was not used at sign-up, it was not valid. 
  
  
  The customer received two months of free service after signing up for our service. After the two month promotion ended, he began receiving bills for $20 per month - the difference between his government ACP benefit and the cost of the internet plan he signed up for.  The customer has refused to pay the invoiced amount for service. Accordingly, we have given him the option to pay for continued service or cancel service (with no charge). If a customer chooses to end service, they are required to return our equipment via mail or be charged a fee.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started receiving internet service from Starry on 09/23/2022 on a 2 months free trail. I created an account, including debt card information, but do not have access since I requested cancellation on 10/29/2022. The internet service is poor and it kept cutting off. On 10/26/2022 when I woke up at 8 am, I noticed there was no service. I continuously called them all day because I work from home and I was unable to do my job. I could not get anyone on the phone and decided to try their chat bot on my phone. I was told that service was down in my area. Later, I called because the service was still off. I was able to talk to someone on the phone and they were unable to get my service back on. I chatted with another individual that night and I was told that someone would contact me the following day.No one contacted my, so I got back on chat line and requested cancellation of my internet services. I was told I would receive a cancellation confirmation email by that evening and a *** label the next day. I did not receive the email.Since then, I have requested cancellation of service four more times and their reply has been we need more information. I've given them all the information they requested but they have not cancelled my service Since they have my card info, I am concern they are trying to let the 2 free months run out so they can start charging me.Also, FYI, the address they use for **************** apartment buildings is ****************** instead of the official address ***************. I was told that's the way they have it in their system.

  

  Business response

  11/02/2022

  The customer's account was cancelled on October 31 and she has been mailed a *** label. There will be no charge for service from after the date of cancellation.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starry has been the worst service I have ever encountered. My internet goes out daily often times multiple times a day forcing me to hard reset the router. I have tried called multiple times and am placed on hold for extremely long waits. The one time I finally did get someone, they hung up on me without saying anything. I have requested several call backs through the app this past weekend and never heard anything from them. This service is horrible and it is impossible to run a small business from home with internet that is this inconsistent.

  

  Business response

  07/18/2022

  We reached out to the customer to try and resolve their issue. Unfortunately, the customer has terminated service. We endeavor to provide the highest level of customer service in the internet industry. We're sorry we were unable to resolve this customer's issues before their termination of service.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been logging in everyday since Sept 1st to play this game and I am not receiving my money I would like to get the money I have earned please

  

  Business response

  09/17/2021

  The individual making a complaint is not a customer of **********************, **** (or "Starry Internet"). We are an internet service provider. This individual appears to be complaining that she has not received payment in connection with Starry Legends, Starry Legends 2, or Starry for Cash, which are all game apps available on Apple's App Store or the ****** Play Store. Starry Internet has no relation or affiliation to these games or the developer of these games. We recommend that the individual making the complaint report the app to the Apple App Store or to the ****** Play Store (depending on where it was downloaded from). It appears that prior versions of these games were previously removed from these stores because they were also a scam for collecting information from players.

*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. ↩