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Handling Starlink Issues

Starlink Equipment Support — Tier 1 Support Standard Operating Procedure

  • Document ID: SOP-T1-06
  • Version: 2.0
  • Owner: Tier 1 Support Associates
  • Approver: John Martinez — T1 Manager
  • Applies To: Tier 1 Support Associates
  • Related SOPs: SOP-T1-01 — Customer-Reported Connectivity Issues

1. Purpose

This procedure guides Tier 1 Support Associates in handling issues for customers who use Starlink equipment, from ticket acknowledgement through Starlink support-ticket creation, follow-up, and resolution monitoring.

2. Scope

This procedure applies to all customer-reported issues on circuits or sites using Starlink equipment managed by Hyper Networks. Starlink support is handled through the Starlink Portal rather than a traditional carrier phone line, so ticket creation and status checks both happen inside that portal.

3. Roles & Responsibilities

  • Tier 1 Support Associate: Acknowledges the customer, verifies the account is managed, creates the Starlink support ticket, relays the ticket number and troubleshooting steps to the customer, and monitors through resolution.
  • T1 Manager: Approves this SOP and is the escalation point if Starlink support does not respond.
  • CC Distribution: Jarred Morgan and Ryan Dowd on every customer email; Mick Campbell additionally for HGV customers only.

4. Prerequisites

Non-Technical Prerequisites

  • Active HubSpot account with access to Deals, Tickets, and email templates.
  • Awareness of the CC distribution rule (Jarred Morgan and Ryan Dowd always; Mick Campbell for HGV customers only).

Technical Prerequisites

  • Ability to search HubSpot/CRM by reported IP, circuit, or site address.
  • Access to the Starlink Portal shared credentials (see Step 2) and the email inbox that receives the two-step verification code.
  • Ability to locate a device's SL number, Starlink ID, location, and serial number in the Starlink Portal.

5. Procedure

STEP 1 — Acknowledge the Ticket

Reply to the customer as soon as the ticket is received so they know the issue is being worked on.

Check HubSpot/CRM for the reported IP, circuit, or site address to confirm whether the account is managed.

Required CC on every reply

Always CC: Jarred Morgan (jarred.morgan@hypernetworks.com), Ryan Dowd (ryan.dowd@hypernetworks.com)
CC Mick Campbell (mick.campbell@hypernetworks.com) only when the customer is an HGV account.

STEP 2 — Access the Starlink Portal

Sign in to the Starlink Portal using the shared support credentials:

  • Portal Link: https://starlink.com/support
  • Username: support@hypernetworks.com
  • Password: Stored in the team password manager — see note below
  • Credential handling
  • This login is shared across Tier 1. Do not paste the password into chat, tickets, or customer-facing communication. Retrieve it from the team password manager rather than this document.

A two-step verification code will be sent to the shared support inbox by email. Retrieve the code and complete sign-in.

STEP 3 — Locate the Device

Before creating a ticket, gather the following device details:

  • SL number
  • Starlink ID
  • Location
  • Serial number

To find these, go to Account → Subscriptions, then click the specific service location for the affected device. The subscription record also shows whether the device is currently online or offline — confirm this before proceeding.

STEP 4 — Create the Starlink Support Ticket

From the device's page, go to Help Center → Contact Support → New Ticket.

Provide the SL number, Starlink ID, location, and serial number gathered in Step 3 when creating the ticket.

Record the ticket number

After creating the ticket, note the Starlink ticket number and include it when you update the customer. The customer should always be given this reference number.

STEP 5 — Advise the Customer to Troubleshoot On-Site

While the Starlink ticket is open, advise the customer to troubleshoot the device on-site.

In the Starlink Portal, go to Help Center → Troubleshooting, choose the issue that matches what the customer is experiencing, and email the corresponding troubleshooting steps to the customer.

STEP 6 — Follow Up

To check the status of the Starlink ticket, go to Account → Messages in the Starlink Portal.

Starlink support line

1-888-864-1321

STEP 7 — Monitor and Close

If the customer confirms the connection is up or online, proceed with 24 hours of monitoring to confirm service stability before closing the ticket.

If the customer is still experiencing issues, follow up on the existing Starlink ticket for further investigation — do not open a second ticket for the same device.

If the customer does not respond, work the 72-, 48-, and 24-hour no-response templates (available in the HubSpot template library) before closing.

If there is still no response after 72 hours, send the ticket closure email and close the ticket.

6. Escalation Criteria

  • Starlink support does not respond to an open ticket within a reasonable window → escalate to the T1 Manager.
  • Device shows offline in the Starlink Portal with no known cause → confirm with the customer before creating a ticket, since on-site power or obstruction issues are common causes.
  • Customer reports the issue persists after troubleshooting → follow up on the existing Starlink ticket; do not open a duplicate.

7. Do's and Don'ts

Do

  • Confirm the account is managed in HubSpot/CRM before proceeding.
  • Check the device's online/offline status in the Starlink Portal before creating a ticket.
  • Give the customer the Starlink ticket number once it is created.
  • Send the customer the specific troubleshooting steps that match their issue from Help Center → Troubleshooting.
  • Run 24 hours of monitoring before closing, once the customer confirms the connection is stable.

Don't

  • Don't share the Starlink Portal password in chat, tickets, or with the customer. Retrieve it from the team password manager.
  • Don't open a second Starlink ticket for a device that already has one open. Follow up on the existing ticket instead.
  • Don't close the ticket as soon as the customer confirms the connection is back. Run the 24 hours of monitoring first.
  • Don't close a non-responsive ticket before 72 hours. Work the 72-, 48-, and 24-hour follow-ups first.

8. Revision History

  • v1.0: Original knowledge-base article format. Portal password was written in plain text directly in the document. Minor grammar issues (“trouble shoot,” “Please do give the ticket number”) and a Step 4 (Monitoring) that referenced “call the carrier” language not applicable to Starlink's self-service support model.
  • v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Replaced the plaintext password with a reference to the team password manager and added a credential-handling callout. Corrected grammar issues. Reworded the monitoring/escalation step to reference following up on the existing Starlink ticket rather than “calling the carrier,” consistent with how Starlink support actually works. No other procedural content changed.