The “Starlink Disconnected” error message is the most common issue that people have when first setting up their dish. It also occurs frequently for people who have recently moved or adjusted the dish.
If you are getting the dreaded “Disconnected” error when trying to set up your Starlink system, this article is designed to help. There is a quick video on one of the most common solutions below. I also suggest you read over the rest of the article to learn about some other causes and solutions.
Video Tutorial
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What causes the “Starlink Disconnected” error?
The most common cause of the error is a loose or disconnected cable. Most commonly, this occurs on the Starlink dish side of the system. A damaged cable or dish can also cause the error.
When the app is saying “Starlink Disconnected”, it means that there is no communication between the router and the dish.
Most people have the newer rectangular dish. If you have the older circular dish, you can still get this error message. The connectors on the round dish are different, and not as prone to being loose or unplugged. But a bad cable, dish, or power supply can cause this message.
How to fix it
The first thing to check is the Starlink cable connections on both ends. There is a connector that plugs into the dish mast. There is also a connector on the router.
The connector on the dish is the most common source of issues. You’ll want to ensure that the connector is fully seated up into the mast, and isn’t dirty or damaged. The cable should be flush, as shown in the video above, and in this picture:
If the cable isn’t completely flush with the mast, you’ll need to reseat it. Don’t force it, or you could damage the connector. I’ve found that trying to apply different angles to the connector helps to seat it properly. Once the plug is aligned, it should connect into place easily. Again, don’t force it!
Another tip: Take a small piece of paper and fold it 2 or 3 times. Slide it in underneath the connector. The paper helps to prop up the connector a bit as it slides into place. This can help properly align the connector.
Also check the cable connection on the router. Unplug the connector completely and check for damage. Then reinsert. It should seat solidly into place, without any wiggle or gaps between the connector housing and the router.
Additional troubleshooting steps
If you’ve checked the cable and connectors and the “Starlink Disconnected” error persists, try to power cycle the system. Do this by unplugging the router. Leave it for several minutes, and then plug it back in.
Another thing to check – does the dish stay in the stowed position (vertical) or does it move and point up towards the sky? Upon powering up, the dish should point up to find satellites. If your dish never moves, it isn’t receiving power/data or is defective.
Contact support
Still getting the error? Don’t worry! Your dish is most likely under warranty. Starlink will help you obtain a new cable, router, or dish depending on what they find.
To contact Starlink, you’ll need to log in to your account on the website or app, and find the Support section in the menu. From there, you can create an online support ticket requesting help by clicking the thumbs down icon on the help section most relevant to your issue.
To see more about how to contact Starlink, check out our how to guide.
Conclusion
If you are getting the “Starlink Disconnected” error, you’ll want to check the cable and cable connections on both ends. The connection on the dish is the most common cause of this error.
If the cable looks good, it could be a faulty dish or router. At this point, you’ll want to contact Starlink to request help, as this issue should be covered by your warranty.
We have three phones in our house, the other two work fine, but mine connects and disconnects from starlink about every five seconds. I assume it’s a problem with the phone because the other devices work, but I have no idea what to do. Any ideas?
That’s pretty odd. Does this happen with other Wifi networks? You could try to do a factory reset on your phone to see if that helps. I agree that if other devices are working fine in the same spot, it is likely the phone.
Nope, not with other networks. Only with the Starlink. Thanks for your suggestion.
Connected without internet. The app shows I’m connected. Any suggestions?
The app shows online? No other messages? Try a speed test from within the app. Also try to visit Starlink.com. If none of those work, factory reset the router and try the setup again.
Hi it’s saying connected without internet
Open the Starlink app, what does the status say?
I have been without internet for over a week now, I put in a service ticket and keep adding things to it, in hopes they will respond. No response so far. I work out of my home for my business and have not been able to conduct business all week. I have lost a lot of income, and this is starting to create a hardship for me. This company should be shut down. They are fine taking your money for sub-par equipment and when you get the disconnected signal, and they are unwilling to help. This is a poor business model. I used to have a lot of respect for Elon Musk and even looked up to him. But now I know why he is the richest person in the world. Because he steels from people! selling equipment that doesn’t work!
I’m experiencing the exact same issue. I’ve been unable to work due to a ticket issue they will not respond to. Terrible business model!
We should all band together for a class action lawsuit against startlink. This is crazy!
Internet speed was really slow this week. Then we had an ice storm yesterday. Lost internet half way through the day. We had the same issue as all the folks posting here. We tried to troubleshoot it. Tried contacting support. They said it’d be a while. Then I read your site and comments. Tried getting support on sponsored sites: they all wanted $$$. Took it down off the roof. Brought it inside still attached to the cable. Face down on the counter for a while then all of a sudden it moved! Took it back up, it moved to find the satellite. We have internet again ands it’s faster than ever. We’ve had a lot of freezing and thawing. Suspect it’s been frozen for a while and yesterday did it in. Anyway just wanted to share what worked on mine. Try some heat!!!
Thanks for the info. I’ve heard one theory that in cold weather, the cable shrinks just enough to cause the connector to loosen from the dish. Heat and/or reseating the connector is one thing to try if you can get to your dish on the roof.
Thanks everyone on this thread. We made the jump in May of 2022 to Starlink from fiber optic. The reason was for portability to remote Maine second home. So work could be done at home or Maine. It’s been FLAWLESS up until Mar 20 2023. We leave a cord in Maine and bring the router and dish back and forth (about once per 2-3mo) in original protective packaging. It worked in Maine this past weekend. Then Sunday night and Monday at home until 11am – Offline error (no obstruction, but cold weather so I’ll try Glrn’s indoor warm up technique) – factory reset/power cycled- no damage on router or cord or dish. Cords are seated. (checked 3x+) Router power light is on- advanced settings show ‘device’ is green dot, router and dish are ‘red dot’ . Devices in the house show Starlink signal but with Error – No internet connection. Mast/mount is secure (starlink brand) – Obstruction test shows clear sky- no obstructions. No third party devices. We are on rectangle dishy. I’m wondering if it is the cord but not sure since cord worked and is secured in place along house with fasteners- no damage….or could it be router. Anyone who received a replacement router in this thread didn’t seem to experience that to be a solution. I have a support ticket logged with pictures, screen shots (error on upload with too many pictures so had to reduce #) and request to suspend service until service is restored. I will also use Bill and Noah’s tape/zip tie to see if that improves any connection issue and restores.
Thanks for these instructions. I re-seated my equipment many times and finally noticed that the cable going into the mast was kind of loose. It was moving down about 1/16” and causing network issues with the Ethernet adapter on the other end of the cable. My fix was to use weatherproof tape to hold the cable in place. Before doing this the Starlink router would provide Wi-Fi just fine but Ethernet would work for a few hours then stop giving an ip address.
I still find it amazing that Starlink hardware for these critical outdoor cable connections are not more secure.
I did something similar with a zip tie. With all the recent cable issues people have been having, I need to add some sections to this post for tips to prevent issues. It seems the majority of the time it’s the connector issue, and securing the dish side cable in place is a good proactive step to avoid issues.
I just did the tape on a brand new cable Starlik sent it to me 3 days ago. Router is also new ( refurbished) and the dish didn’t move at all. Multiple resets , restarts , nothing. My dish worked flawlessly from June 2022 till 21 of march 2023. Any other solutions? Please help!
I would reach out to Starlink to see if maybe it’s a dish issue. I’ve also heard that turning the snow melt/heating function to OFF can help if you live in colder climates.
Thanks for the reply Noah!
I live in Colorado, it’s cold for sure but not as cold as some northern states. I can’t turn the heating on the dish off because it doesn’t allow me to. The button to stow the dish is “frozen “. I sent a new ticket to Starlink this morning asking if they are working on my previous. The response was that they will close the new one because I have multiple open tickets. Also, they thanked me for my patience and will get to me as soon as possible. That was all. So , I am out of options. I just need to wait , pay my service and be without internet till one day they figure it out!
I’ve seen reports that they will issue your account a credit for the time that you went without service. When they finally respond, make sure they do! You shouldn’t be paying for internet service you can’t use. Hopefully they get to your ticket soon.
I have been waiting 11 days for a response nothing it’s also less then a momth old
I just got the disconnect error on my 3 month old mobile system. All the connections are good. The thing I have noticed is that blue light is on and when it is running properly the the unit uses approximately 36 watts. Now am I am only using about 5 watts of power and and get the disconnect error. I believe this is a router issue. I have created a ticket. It sounds like from reading all the comments below I could be in for a long wait. Any advice.
Nope, if you’ve already reseated all the cable connections, and rebooted the system, that’s about all you can do.
7 weeks without service!
Says disconnected.
I have put in almost 20 tickets.
I purchased a router and cable, it took them 3 weeks to arrive, didn’t work.
Then Starlink sent me a new router and cable and those didn’t…
I just need a new dish!!
Amanda I am having the same issue. Starlink support is completely non responsive with me. I thought Centurylink had poor support. Wow at least they have support. Amazingly bad show for Starlink.
Putting in multiple tickets like that is a sure way to piss them off and delay help. Just re-comment on your existing ticket.
I’m over a week this disconnect error and zero response from starlink issue ticket. Cable has no visible damage, fully seated on both ends. Had internet in the morning, that afternoon-nothing. Very frustrated with Starlink customer service. Just flat out zero response for 9 days now.
Same here … I’m at 14 days no service, no customer support… Complete shit!!!
Same here.. put ticket in on Jan 7 2023 and on the 16th only the original generic message to check cables.. wish we had a number, or chat to speed up this process.
I’m going through the same thing
Just the same. Showed as connected for a while but then went to disconnected and my account shows that I don’t have any registered starlink devices. It’s appalling support as well as mentioned. I’d expect reasonably quick responses but nothing. Happy to take your money every month though.
Starlik works properly until august in many weathers rain, snow, all conditions until few days ago. At first there was a problem with connection we thought that was a Ethernet extender failure. They send us new one, after reboot starlik wors 6-8 h on wi-fi and there were more and more ON/OFF line failures. We checked antena on roof 2 times and nothing. They send us router and cable replacement. Im hope that is a router … what are you thinking about?
I’ve been seeing a lot of cable issues lately, that would be my guess.
This seems to be the problem with our service! But it hasn’t worked from day 1…we paid to have someone do the installation for us up on our roof and he told us that the first day might be spotty due to a snowstorm. Well it never improved and only got worse in the last week.
We ordered a new router and cable, covered under the warranty…god know when it’s being delivered…Worst of all I work from home so this completely ruins my ability to work! Really disappointed with Starlink so far that new hardware is faulty out of the box.
It’s hard telling what the cause is. The installer could have damaged the cable or failed to properly seat the connector on the dish side. But I’ve been seeing a lot of reports about faulty cables as well, so hopefully that fixes it for you!
We’ve had Starlink now for about six months. It’s worked fine. Until now. We get that disconnected message, and of course, no service. We went through the service process and got a message that Starlink would send us a new (refurbished) router and cable. The router came in about 5 days. I plugged it in and it still gave me the disconnected message. So I guess it’s the cable. Which hasn’t shipped yet. So how long will I be without service? This is all very frustrating as I’m paying for Starlink, streaming services, etc. Anyone else had this problem?
The disconnected error is very common, and like you said, it’s usually the cable. It looks like they are having trouble keeping them in stock because of all the replacements they are having to send out. Unfortunately, you will just be without service until it arrives. If you are really desperate, there are some scalpers listing them on Amazon and eBay that you could probably get sooner. But you’ll overpay.
8 days ago, disconnected error, we have been fine for a year. Contacted Starlink, but they will not respond for over a week. I have a light on the router, and ordered 2 new cables, but still nothing, dish will not move. Support is worthless, no way to contact besides in app. They continue to ignore. If I had any other option I would take it. If I could buy a new dish I would, but cannot.
I have this for 5 months now and same issue I email them but no return this is very frustrating I have no other method of internet or phone service, I have a new cable order but no shipping info oh my 😞
Has anyone’s new cable resolved the issue? I’m thinking it’s a damaged dish caused by weather. Having same problems – worked fine for months, then intermittent and now nothing. Frustrating to say the least.
I have received two new cables and a router under warranty. Installed new cable on a Saturday with new router and no service. Installed the old router with the new cable and had service for about 12 hours till I got the cable disconnected warning. I’m convinced the issue is the dish. Bad port and/or faulty modem in dish.
At least you have had a response! No service for over 2 weeks and various “tickets” are met with the “thank you for your continued patience” drivel and “we notice you have multiple tickets so have closed this one”. I’m infuriated beyond words.
I have ended up getting a monthly rolling data only sim and a second hand unlocked HUAWEI router and I’m getting decent service.
I had the same issues. They sent me a new Router and new Cable. They worked for about a month until there was another rain storm. The rain/wind storm has seemingly been knocking my system out. I’ve been without internet now over 2 weeks and no response on the support ticket line. Radio silence. aggravating!
I have the same issue. My service stopped workin on January 21, 2023. Before that the dish / service worked flawlessly. I went through all the support and they sent me new( refurbished) cable and router after 3 weeks almost. I did install the new cable and router but my dish didn’t move , not even a bit. So, I’m thinking that there issue is not in the cable or router is the dish itself. And after I’m reading countless of reviews and issues same as mine I think this is starlink issue that they are not announcing. My set is still in warranty and I’m waiting for replacement but nobody has replied to me. My ticket is still open , no response, nothing!
Simo. Exactly the same here. They must be in a meltdown on this issue and aren’t responding anymore.
Hi Scott, I lost my connection on January 11th. That day I wasn’t paying too much attention because it came back after few hours. But I think that was the first meltdown of the dish. On 21st Starlink stopped working at all. No matter what I tried , disconnecting from the power for 30 min , an hour , whole day it didn’t help. Then starlink sent me new (refurbished) router and cable , it didn’t help at all. Multiple tickets to them and the bot closed them with the simple explanation that they are overwhelmed and a technician will get with me as soon as possible. They also closed all upcoming extra tickets from me. They even charged me on the beginning of February after not having internet since January 21st. A week ago though, one guy got in touch with me. He said they concluded that my starlink is not performing right and they are sending me a new kit and want me to send the damaged one back so they can do a proper exchange. Today, February 21 , I’m waiting at home for FedEx to deliver the new kit. Don’t know what will happen with the new kit but I will let you know. Frustration is huge , I can’t even describe it. However, I can advise you and whoever read this post that keep calm, try to be polite and do not send multiple tickets , it will not help at all. Eventually, they will get back with you. Try, though , on your initial ticket to upload screenshots from your app with info what’s going on. I’m sure they know everything and I have a feeling that soon or later they will admit to public that second generation dishy has issues. Hope this helps !
Forgot to mention that Starlink issued credit to me for the time I have been disconnected.
Thank you so much. This was my issue and it was driving me crazy for 24 hours
You’re welcome! Glad your issue is resolved.
Frustrating that a brand new cord and unit is having this issue. And when I try to start a support ticket with the thumbs down the app crashes.
I’m sorry, it is frustrating to have issues with brand new hardware. Make sure the app is updated to the latest version. And you can also try to create the ticket on the mobile website or regular website on PC.
After 6 months suddenly no signal, disconnected, .1mb download. Except, when I have connection it’s 50-120mb. Starlink is shipping replacement router. Wondering if recent system changes are to blame rather than a cable the is in like new condition. Without reliable connection updates to routers would be a problem. Replacement routers is a long slow process to get updates out.