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When Starlink shows Offline, No signal, or unusually low speeds, start in the Starlink app rather than replacing hardware. The app can distinguish an outage, an obstructed sky view, a dish or cable fault, and a Wi‑Fi problem. Then power-cycle the system, inspect every connection with the power removed, and test for obstructions. If the dish has a clear view and all devices remain slow, investigate weather, plan congestion or priority limits, service location, and third-party network equipment before opening a support ticket.
This guide gives a fault-isolation sequence for Starlink systems: what each symptom usually means, the exact checks to perform, safe ways to correct an obstruction, and the evidence support will need if the problem continues.
Start with the symptom and the scope of the failure
First determine whether the satellite link is down or only one device has a local networking problem. This single distinction prevents hours of unnecessary cable and mount work.
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|---|---|---|
| Every device says there is no internet or the app shows Offline | Outage, power, dish, cable, router, severe obstruction, or weather | Open the Starlink app and read the home-screen alert before changing equipment |
| One phone, laptop, or console is slow while other devices work normally | Device Wi‑Fi band, distance, VPN, Ethernet lead, or local interference | Test the same device close to the router, with its VPN disabled, and compare another device |
| All devices are connected but speeds are low | Congestion, plan priority, obstruction, weather, dish alignment, or a network component | Run the app speed test and check alerts, outage history, and obstruction status |
| Service works, then drops repeatedly | Partial sky blockage, loose or damaged cable, snow or debris, or intermittent power | Review the obstruction map and inspect cables and connectors with power disconnected |
| A newly installed system has not come online | Normal initial acquisition, installation error, or a hardware fault | Allow the initial setup period, then reboot and inspect the app status |
Do not assume that a Wi‑Fi signal means the satellite connection is healthy. A phone can remain connected to the router while the router has no route to the internet.
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1. Read the Starlink app before touching the hardware
Check the home screen and alerts
Open the Starlink app while connected to your home network. The home screen may identify an outage, an obstruction, a hardware problem, or a service warning. Capture a screenshot of any alert and note its time; repeated timestamps help support correlate the failure with outage history or weather.
If your phone displays a cloud icon instead of a normal local connection, tap the network name and choose Local. This connects the app directly to the Starlink router so you can inspect the dish and router even when the internet connection is unavailable.
Check outage history and the system status
Look for a current outage and for a repeating pattern in outage history. A brief, regional outage does not require a mount change or a new cable. A pattern that occurs only when wind moves nearby branches, or only during heavy snow, points to an environmental cause instead.
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Use the app’s speed test and hardware or connection diagnostics where available. Record download speed, upload speed, latency if shown, the test time, and whether the test was run over Wi‑Fi or Ethernet. A test at the router measures the Starlink connection more reliably than a test from a distant room.
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2. Power-cycle Starlink correctly
Perform a complete power removal
- Unplug both ends of the Starlink power cable and remove power from the power supply or outlet.
- Leave the system without power for at least 10 seconds.
- Reconnect the power supply and both cable ends firmly, then wait for the dish and router to restart.
- Monitor the Starlink app for the status change instead of repeatedly unplugging the system.
A quick unplug-and-replug that leaves one end connected may not reset the equipment. Make sure the power supply itself is unpowered during the interval.
Use the router light as a clue
- Light remains on but service is still unavailable: the router has power, so continue with app alerts, obstruction checks, cable inspection, and local-network tests. A factory reset or support ticket may be necessary if those checks do not help.
- Light is off: try a known-good outlet and check that the power supply is seated. A failed power supply, router, or cable becomes more likely if another outlet produces the same result.
Do not factory-reset before recording the current alert and configuration details. A reset can remove settings that would help diagnose a problem and may require you to configure the local network again.
3. Inspect the dish, router, and cables with power disconnected
What to look for
Disconnect power before handling connectors. Examine the full cable run for kinks, crushed sections, cuts, exposed conductors, chewed insulation, water ingress, or weather damage. Inspect each plug and socket for bent, dirty, corroded, or pushed-back pins. Even a connector that looks inserted can be loose enough to cause intermittent drops.
Reseat every connection
- Remove and firmly reseat the dish cable at the dish and at the router or power supply, depending on the Starlink kit.
- If your installation uses an Ethernet adapter, reseat the adapter and its Ethernet cable.
- Try another router Ethernet port when one is available.
- Reconnect power and observe whether the app reports a different hardware state.
Use cables and adapters intended for your exact Starlink kit. Connector shapes and electrical requirements differ between generations, and an apparently similar cable may not carry power or data correctly. Starlink also warns that third-party equipment may not be covered by its warranty. Do not force a connector or improvise a splice.
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A replacement cable is a sensible next step only after a visible cable fault, a failed continuity or connection check, or support guidance points to the cable. Match the replacement to the exact dish and router generation, connector type, length, and regional kit. If the cable is undamaged and the app indicates an outage or obstruction, buying a cable will not restore service.
4. Check and eliminate obstructions
Why an obstruction causes “No signal” or interruptions
Starlink requires a clear view of the sky. The dish communicates with moving satellites, so a tree branch, roof edge, pole, neighboring building, debris, or new foliage can block only part of the path. The result may be short interruptions rather than a permanent offline state. Snow or dirt on the dish can create a similar temporary loss.
Use the app’s obstruction scanner
- In the Starlink app, select Check for Obstructions.
- Hold the phone close to the dish’s intended height and orient it as the app indicates.
- Scan the current location, then repeat the scan at several safer, higher, or more open locations on the property.
- Save or note the result for each location so you can compare the blocked portions of sky.
The obstruction map can detect most obstructions in less than a day and continues updating. A newly installed or relocated dish may therefore show a more complete picture after it has operated for a while; do not treat the first scan as the only evidence.
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Interpret the map and the app status together
- Clear map, no outage, and all devices offline: concentrate on power, cables, the router, and dish hardware.
- Obstruction warning with brief drops: identify the physical object in the blocked sector and plan a relocation or elevation.
- Obstruction warning after trees have grown: rescan from a higher or more open position; foliage can turn a previously good installation into an intermittent one.
- Obstruction appears only in bad weather: inspect for snow, ice, water, or wind-driven movement and retest when conditions are safe.
Correct an obstruction safely
The simplest fix is to relocate the dish to a location that the scanner shows is clear. If no ground-level location works, a compatible roof, pole, tower, or extension mount can raise the dish above the blockage. Use a cable length and mount approved for the specific kit; an extension that is too long or incompatible can introduce a separate power or data fault.
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Never climb onto a roof, work near overhead power lines, or attach a mount to an unstable structure just to improve the signal. Starlink advises against unsafe installation and recommends professional help when the required work is hazardous. Secure the dish against wind and route the cable with a proper drip loop and strain relief rather than allowing it to hang from the connector.
5. Diagnose slow speeds without confusing Wi‑Fi with the satellite link
Test whether one device or every device is affected
- Stand near the router and run the app speed test or a trusted browser speed test on one device.
- Repeat the test on a second device in the same location.
- Test one device over Ethernet if your kit and adapter provide it.
- Compare results in the room where the slowdown is normally reported.
If Ethernet and a nearby second device are fast while one distant device is slow, the Starlink link is probably healthy. If every device and the app’s own test are slow, investigate the service, dish view, weather, plan, or router path.
Fix a device-specific Wi‑Fi problem
- Distance and walls: move the device closer to the router or improve the local network rather than moving the dish.
- Band selection: 2.4 GHz reaches farther but is slower and more susceptible to interference; 5 GHz is faster at short range but loses strength more quickly through walls.
- VPN or security software: temporarily disable the VPN for a controlled test. If speed returns, check the VPN server, protocol, or device configuration.
- Ethernet lead: replace a damaged or low-quality cable and verify the adapter is fully seated.
- Background traffic: pause cloud backups, game downloads, video uploads, and other heavy transfers before comparing tests.
Investigate a system-wide slowdown
Check the Starlink app for an outage, obstruction, hardware alert, or service-location issue. Congestion can reduce throughput at busy times even when the equipment is working. Weather, snow on the dish, dirt, and a partially blocked sky view can also lower performance. If you use your own router, switch temporarily to the Starlink router or a direct Ethernet test to isolate third-party configuration, cabling, or quality-of-service rules.
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Understand plan-priority limits
Starlink’s official slow-speed guidance says that Priority-plan customers who have reached their priority-data limit may be limited to up to 1 Mbps download and 0.5 Mbps upload. Those figures apply to that stated plan condition; they are not a universal speed cap for every customer. Check your account’s plan and data status before treating the result as a hardware failure.
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6. Account for weather, snow, and temporary buildup
Heavy weather, snow, dirt, or debris on the dish can temporarily degrade the link. Wait for conditions to improve, then inspect the dish from the ground. Clear safe, reachable buildup without striking or twisting the dish. Do not use a ladder, roof access, or a tool near electrical hazards merely to remove a thin layer of snow.
After the weather clears, rerun the obstruction check and the app speed test. If performance returns in clear conditions, record the pattern. Repeated weather-related failures may justify a safer, better-drained mounting position or a professional assessment, but they do not by themselves prove that the dish or router has failed.
7. Allow for normal initial setup time
A newly powered Starlink system may take up to 30 minutes to get online during initial setup. Keep the system powered, watch the app for progress, and avoid repeated resets during that period. If it remains offline after the initial wait, perform the complete power-cycle procedure, then check cables, the sky view, and alerts.
8. Choose the next fix by fault domain
| Candidate action | Use it when | Advantages | Risks or limits |
|---|---|---|---|
| Reboot and app diagnostics | Status is unclear, service recently stopped, or the system was just installed | Reversible, free, and separates outage, hardware, and obstruction symptoms | Will not remove a physical blockage or repair damaged hardware |
| Reseat or replace a cable | Connectors are loose, pins are damaged, or the cable has visible wear | Addresses a direct power or data path failure | Must match the kit generation; third-party parts can affect warranty coverage |
| Relocate the dish | Scanner identifies trees, roofs, poles, buildings, or new foliage | Usually the simplest permanent obstruction fix | Requires a safe location and may need a longer compatible cable |
| Add a roof, pole, or extension mount | No safe ground position has a clear sky view | Raises the dish above a blockage | Installation, wind loading, grounding, and cable routing require care; professional help may be appropriate |
| Change local Wi‑Fi equipment or settings | Only one room or device is slow, while nearby tests are normal | Improves the actual bottleneck without altering the dish | Cannot fix an outage, congestion, or an obstructed satellite path |
9. Prepare an effective support ticket
Escalate through the Starlink app when the system remains offline after a complete power cycle and physical inspection, or when all devices remain slow despite a clear obstruction scan and controlled local-network tests. Include evidence that lets support reproduce the fault.
- Screenshot the current alert and the app’s hardware or connection status.
- Give the date and times of failures and whether outage history shows a pattern.
- Describe the weather, snow, debris, or wind conditions during the incident.
- State whether one device or every device is affected, and whether Ethernet changes the result.
- List cable observations, connector damage, reseating attempts, and the outlet test.
- Provide download and upload results, the test method, and the location of the device during each test.
- Record the obstruction-map result and any recent change, such as tree growth, a new roof feature, or a relocated dish.
- Identify the exact Starlink kit generation, router arrangement, Ethernet adapter, and any third-party router or VPN in the path.
Starlink’s official guidance is to submit a support ticket in the app if the listed steps do not improve speeds. Supplying the evidence above is more useful than repeatedly rebooting or ordering parts without a confirmed fault.
Quick Recap
Quick decision tree
- Is there an app alert or regional outage? Follow the alert and wait for service restoration if the outage is external.
- Is the system newly installed? Allow the initial setup period before diagnosing a failure.
- Is the router light off? Test another outlet and inspect the power path.
- Are all devices affected? Run an app test and continue with obstruction, weather, plan, and hardware checks.
- Is only one device affected? Test distance, 2.4 GHz versus 5 GHz, Ethernet, VPN, and background traffic.
- Does the obstruction scan show a blockage? Relocate or safely raise the dish; do not attempt hazardous work.
- Does the fault remain after these checks? Submit the app ticket with screenshots, timing, weather, cable observations, and speed results.
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