[benjam47]

I was an early user of Starlink, starting with the original terminal (today I have the 3rd generation high performance terminal). Being in a very rural area in MT where there was never congestion in my cell and I have a very open view of the sky, it has worked well for me since day 1 and has only gotten better with time.

Personally, I monitored latency more than speed, as I always had enough speed to do whatever I wanted. When I first started using SL, latency averaged around 100ms (which compared to my previous provider HughesNet was amazing, but was high compared to ground based connections), but today averages around 35ms which is still technically higher than ground based connections, but for all practical purposes for me, is indisguishable from any other internet option, even for online gaming and live video streaming.

Although I did not monitor speed as regurarily, it averages around 300Mbps for me. Sometimes it exceeds 400Mbps (I just ran a speed test and got 420Mbps), and it is rarely less than 100Mbps.

I have contacted support twice, and always received quick replies. However, based on my monitoring the Starlink Reddit forum, customer support during their beta period did appear to have often been poor. And there was also a period of time where performance was poor in many populated regions as they started opening up the floodgates a bit sooner than they probably should have, resulting in slow speeds for people in many regions, until their satellite launches caught up to demand.

However, my impression is that both of these issues have improved significantly since Starlink left beta. I do still see some complaints about customer service, but anecdotally it appears less frequent. My impression is that they have the ability to remotely troubleshoot many hardware issues, and will quickly send a replacement if they can confirm a fault. I do worry about this though, as even a quick reply and a quick hardware replacement means several days of downtime.

Speed complaints are almost certainly less frequent than they used to be.

I have no doubt that your customer service hell story is true, and if that happened to me I would be just as turned off, but I think that, especially today, that is not the norm.

I have considered purchasing a spare terminal as a backup, but I do have some concerns. I have heard that terminals that stay unpowered and unconnected for very long periods of time get too behind on FW updates and essentially become bricked, I don't believe that is the case today but I am not 100% sure. Also, back when there used to be a queue for signing up, it would not have been practical to just set up a new account for the new terminal, but now that the sign up queue is gone, maybe it is an option today. I have not fully researched my options for this redundancy idea.