Third-Party Router Speed Troubles

If you’re encountering speed problems with a non-Starlink router, follow these steps for troubleshooting:

1. Remove External Hardware: Whenever possible, disconnect any third-party hardware and execute a speed test during off-peak hours. This should be performed using the Starlink app and the provided router.

2. Speed Test and Comparison: Run a speed test and compare the results against the Expected Speeds Per Service Plan chart. If the test outcomes seem to fall outside the anticipated speed range, you can signal this by using the “thumbs down” icon. When submitting your concern, kindly attach screenshots of the speed test results. Don’t forget to include the date and time when the tests were conducted. This additional data will greatly aid our investigation.

3. Peak Hour Usage: Peak hours correspond to the periods of the day when a substantial number of Starlink users are concurrently using their service, usually between 6pm and 11pm in local time. While we make dedicated efforts to optimise performance for all users, it’s possible that speeds may fluctuate or become slower during these peak usage times. If you’re using Starlink Mobile service, you might also encounter reduced speeds.

We’re continually dedicated to improving your Starlink experience by expanding the satellite constellation, facilitating more global connections to high-speed internet.

Please note: You have the option to employ your own equipment with Starlink. However, it’s essential to understand that we cannot ensure the performance or compatibility of third-party networking devices with the Starlink service.