Capture an incident before changing things
Note the time, duration, device and task. Save a screenshot of any app alert and say whether the fault is constant or intermittent. For a dropped call, distinguish a complete loss of internet from a problem with one application. Avoid changing several settings at once, because it becomes harder to tell which change helped.
Choose the right speed test
The Starlink app’s default test measures the router’s internet connection. Under Advanced, Device to Router measures the local Wi-Fi link and Device to Internet includes both Wi-Fi and the internet connection. Record which test you used and where the device was. A fast router result alongside a slow Wi-Fi result points towards the local connection; it does not by itself prove the cause.
Repeat one useful comparison
Try the affected task near the router or over Ethernet if your equipment supports it. Compare that with the original location. If only a company VPN or work application fails, give your IT team the same times and symptoms. Follow any extra checks requested by support rather than repeatedly resetting everything.
Where to send it
For a direct Starlink service, open Support, then Messages in the app to contact support. On the website, sign in and open My Account, then Messages to start a ticket. Send a loose-mount or cable-entry problem to the installer who did that work. A reseller-managed service may have its own support arrangement.
Send a correction if a source has changed or something needs updating.