Stop using the damaged component, photograph it, and open a Starlink Support ticket with the affected kit, symptoms, and troubleshooting results. First determine whether the failure is the dish, a cable, the power supply, the router, or an Ethernet adapter. Starlink may replace hardware that arrived damaged, but physical damage that happened later is not automatically covered; eligibility depends on the kit model, service location, and seller.
Do these checks before ordering anything
Physical damage can create the same symptoms as a software or power problem. A disciplined check gives Support the information needed to identify the correct replacement and prevents buying a part for the wrong Starlink generation.
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- Make the area safe. Unplug the Starlink power supply before handling a crushed cable, cracked housing, bent connector, or damaged mount. Do not climb onto a roof or pole to inspect a dish without appropriate fall protection and assistance.
- Photograph every visible defect. Take wide photos showing where the equipment is installed and close-ups of cuts, crushed sections, sharp bends, weather damage, cracked housings, recessed or bent pins, connector damage, and mount failures. Photograph both ends of each suspect cable.
- Identify the affected kit. Record which Starlink on your account has the problem, including any kit or service details shown in your account. Confirm that the shipping address on the account is current before requesting hardware.
- Remove third-party equipment temporarily. Disconnect a third-party router, mesh system, switch, or other network device while testing. This isolates the Starlink equipment from a damaged or misconfigured accessory.
- Reseat every Starlink connection. With power removed, unplug and reconnect the dish cable, power-supply connections, router cable, and Ethernet adapter if present. Check that each connector is fully inserted and not being forced at an angle.
- Try another power outlet. Use a known-good outlet and, if applicable, a different approved power cord. A dead outlet can look like a damaged router or power supply.
Do not discard the damaged part. Support may ask for additional photos, serial information, or a return of the component.
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Dish, mast, or mount damage
A cracked dish enclosure, bent mast, damaged dish connector, or mount that no longer holds the dish securely is a hardware issue that should be documented for Support. Do not substitute a generic satellite-dish bracket or connector. Starlink’s replacement decision depends on the kit and service record, and the mechanical and electrical interfaces are generation-specific.
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If the dish is on a roof, tall pole, or another difficult location, avoid troubleshooting at height. A qualified installer can assess whether the mount, cable route, and waterproofing can be made safe. Tell Support that physical access is required so the replacement plan accounts for the installation.
Dish cable or router cable damage
Inspect the entire cable, not only the section nearest the dish or router. Look for cuts, crushing, kinks, sharp bends, chewed insulation, moisture or weather damage, loose plugs, and pins that are bent or recessed. A cable can look intact externally while an internal conductor has failed after being pinched.
If you have a known-good spare of the same type, connect it in place of the suspect cable. Starlink’s troubleshooting checklist specifically recommends trying a spare cable that runs from the dish to the power supply when cable alerts appear in the Starlink Dashboard or the cable is visibly damaged. If the spare restores service, contact Support so it can issue the appropriate replacement.
Router, power supply, or power cord
Check the router’s status light, the power supply, the wall outlet, and every cable connection. A router with no light after an impact may have lost power, have a failed power supply, or have a damaged cable rather than a failed wireless function.
- Move the power connection to a different known-good outlet.
- Reseat the power cord and the cable between the power supply and router.
- Power-cycle the system by disconnecting power, waiting briefly, and reconnecting it.
- Test a known-good compatible spare router, power supply, or cable if one is available.
Starlink’s accessories guidance lists Router 3 with its included power supply and cable, but compatibility is limited to the Starlink generations specified in that guide. Do not assume a router or power supply from another generation can be used safely.
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Ethernet adapter and third-party networking equipment
Starlink says an Ethernet Adapter is required to connect a third-party router or mesh system with a wired connection. If the adapter is cracked, its port is loose, or its cable connection is damaged, replace it with a generation-compatible Starlink adapter. A generic USB or Ethernet dongle is not an equivalent substitute.
For testing, remove the adapter and third-party router and connect the Starlink equipment in its normal direct configuration. If Starlink comes online without the adapter path, the fault is downstream of the dish and power supply.
What to include in a Starlink Support ticket
Open Support through your Starlink account or app and describe the physical event and the resulting symptoms in one message. Starlink says Support will guide the next steps. A complete first ticket reduces back-and-forth and helps Support select the right kit or component.
- The affected Starlink on the account and the current shipping address.
- The kit generation or model, if shown in your account or equipment information.
- When and how the damage occurred, such as shipping damage, a fall, a storm, an animal bite, or a crushed cable.
- Photos of the dish, mount, connectors, cables, router, power supply, and any visible damage.
- The exact symptom: no light, no internet, cable alert, intermittent service, inability to boot, or a dish that cannot remain aligned.
- Whether you removed third-party equipment, reseated connections, tried another outlet, power-cycled, or tested a known-good spare.
- Whether the damaged item is accessible without specialized equipment or requires roof, pole, or other elevated access.
For hardware that arrived damaged, Starlink directs customers to request a replacement kit through Support and include photos. The kit may include the dish, cables, and router as appropriate to the case.
Does Starlink warranty cover physical damage?
Not automatically. Starlink states that warranty coverage depends on the kit model, service location, and equipment seller. Damage that occurred before delivery is handled differently from damage caused after installation, so describe the timing accurately rather than assuming a warranty outcome.
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If the equipment arrived damaged, submit the replacement request through Support with photographs. If the damage occurred later, Support can still determine whether a component has failed and what replacement route is available, but you may be directed to purchase a part instead of receiving a warranty replacement.
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Replacement paths compared
Choose the path only after identifying the kit generation and the failed component.
| Path | Best use | What to verify | Cost or availability information established | Access considerations |
|---|---|---|---|---|
| Warranty or Support replacement | Damage reported on arrival or diagnostics showing a failed Starlink component | Kit model, service location, seller, photos, affected item, and test results | Eligibility and any charge are determined by Starlink; no universal price is stated | Support may need to account for roof, pole, or other difficult access |
| Official model-compatible replacement part | Out-of-warranty damage when the required part is sold for the kit | Generation, connector type, cable role, and power requirements | Availability is model-specific; current prices are not stated here | Replacing a roof-mounted dish or cable may require an installer |
| Professional installation help | Unsafe or inaccessible dish, mount, or cable work | Provider authorization, local program terms, scope of work, and kit compatibility | No named program or standard fee is established | Use qualified personnel for elevated or structurally risky work |
Model and part compatibility matters
Replacement cables
A “Starlink replacement cable” is not a universal item. Confirm whether you need the dish-to-power-supply cable or a router cable, then match the connector and generation before purchasing. Starlink’s High Performance accessory guide specifies a 2 m (6.5 ft) Router Cable for the connection between the power supply and router on High Performance, Flat High Performance, and Gen 2 Mesh WiFi Router equipment. That specification does not establish compatibility with every other kit.
Measure the route before ordering. A cable that is electrically correct but too short can place strain on the connector or require a sharp bend. Conversely, leaving excess cable tightly coiled or pinched can create another failure point.
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- Durability: The replacement cable has a waterproof and rainproof design, making it suitable both in- and outdoors and in adverse weather conditions.
- Convenience: Just plug in to use, easy to install and no complicated setting up necessary.
- Reliability: The replacement cable is fully shielded and contains 8 copper wires for data transfer, ensuring a connection without interference.
- Performance: The replacement cable is produced according to the standards of the original and has a bandwidth of 1200 Mpbs, making possible smooth data transfer and streaming without lag.
Standard 4 and Standard 4 X parts
Individual dish, cable, and router parts for Standard 4 and Standard 4 X are not currently listed individually in the Starlink Shop information provided here. That does not mean a replacement is impossible; it means Support may need to handle the request rather than a self-service part order.
Older Standard (Circular) equipment
Some parts for older Standard (Circular) kits also require Support. Identify the kit before assuming that a visually similar cable, router, or mount will work.
Routers and power supplies
Router 3 and its included power supply and cable are listed for specified Starlink generations only. A router that physically plugs in may still be electrically or operationally incompatible. Use the compatibility information for your exact generation and let Support confirm the replacement when the model is unclear.
Ethernet adapters
An Ethernet Adapter is a Starlink-specific part for the supported generation. It enables a wired connection to a third-party router or mesh system; it does not replace the Starlink router’s power or dish connection. Match the adapter to the generation and inspect both its Starlink-side connector and Ethernet port.
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The router has no light
Start with the outlet, power cord, power supply connections, and a power cycle. Remove third-party networking equipment. If a known-good compatible power supply or router restores service, report that result to Support rather than replacing unrelated dish hardware.
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The app reports a cable alert
Inspect the full cable and connectors, reseat them, and try a known-good spare of the same type. If service returns with the spare, request the replacement through Support. Do not splice a damaged outdoor cable or seal a crushed connector with tape and continue using it.
Service is intermittent after weather or impact
Look for moisture ingress, crushed sections, a loose mount, or a connector that has been pulled sideways. Photograph the condition while it is visible. Intermittent operation can worsen as water reaches a damaged cable or movement stresses a cracked mount.
A replacement part does not fit
Stop before forcing the connector. Recheck the kit generation, the cable’s intended location, and the connector orientation. Contact Support with photos of the old and new parts; a similar appearance is not proof of compatibility.
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- Keep the damaged system powered down if there is exposed wiring, water inside a housing, scorching, or a loose mount.
- Document the original cable route and connector locations with photos before removal.
- Obtain Support’s replacement decision or verify the official part’s compatibility before purchasing.
- For a roof, pole, or otherwise hazardous location, arrange qualified installation help and confirm who is responsible for weather sealing and mount integrity.
- After installation, reconnect only the Starlink components first and confirm service before restoring a third-party router, mesh system, or Ethernet adapter.
- Keep the failed part and shipping documentation until Support closes the case or confirms that no return is required.
The safest general rule is simple: document the damage, isolate the failed component, test only with compatible spare hardware, and let Starlink Support decide whether the correct outcome is a warranty replacement, an official part, or a complete kit.
Quick Recap
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