Source: Recon Analytics
“Considering that Starlink is a service that requires a direct line of sight to a passing satellite, these metrics are impressive,” Entner wrote. “It has also been able to manage bandwidth, even during peak hours.”
Starlink also fared extremely well on the technical performance metrics, earning the highest scores for complete experience, streaming video, and connecting and maintaining a Wi-Fi connection.
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Complete experience | Easy installation | Streaming video | Connecting/maintaining Wi-Fi connection | Gaming | |
Starlink Read full review | 42 | 30 | 44 | 37 | 23 |
Major Fiber | 18 | 18 | 22 | 18 | 12 |
Large FWA | 40 | 52 | 39 | 36 | 29 |
Major Cable | -2 | 8 | 6 | 2 | -7 |
Major DSL | -10 | 5 | -6 | -8 | -20 |
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Source: Recon Analytics
“It is very similar to fixed wireless access, in that when it works, it works very well, and when it does not work, the service provider makes it easy to return the product within 30 days with either a total refund or only having to pay for services rendered,” Entner said.
There are probably also some low expectations at work here. It’s unlikely, for instance, that Starlink is actually better for gaming than a fiber connection. Ookla speed test data shows that Starlink posted an average latency time of 58ms in November 2023; fiber providers like Verizon Fios (15ms) and Frontier (17ms) came in at a fraction of that time.
The one area where Starlink didn’t receive high scores is customer service. It’s not that it’s bad -- more that it’s non-existent.
The company doesn’t have in-person stores or even a phone number you can call, so you’ll have to play the online chat game through Starlink’s app or website. This doesn’t actually connect you to a real person, but you can submit a service ticket and hope for a quick response. PCMag has a helpful guide for reaching Starlink customer service here.
While these results are an unequivocal win for Starlink, that doesn’t mean you should automatically switch your internet service. Fixed wireless internet -- another big winner in the Recon Analytics report -- also outscored cable and fiber in a J.D. Power survey from earlier this year, and fiber came out on top this year’s American Customer Satisfaction Index results. (Starlink wasn’t include in either survey.)
But there’s no denying that Starlink’s users are particularly enthusiastic about the satellite internet service. It comes down to options. Starlink is often leaps and bounds ahead of the other internet options available in rural areas, but it doesn’t make as much sense in areas where cable, fiber and 5G home internet are widely available.
Source: cnet.com