(First ticket) ========================================================================================================== Hi! I'm an AI support chatbot for Starlink, here to answer your Starlink questions. router died ------ Hey Chris, sorry to hear about the issue with your router. Let's take a look at what's going on. I can see that your Gen 2 router was last online a few hours ago, and it's currently showing as offline. Could you confirm if the light on the bottom of the router is on or off? Also, have you tried power cycling it by unplugging it for at least 10 seconds and then plugging it back in? Model UTR-211, I'm not aware these have lights anywhere on them - I certainly don't see any. Tried power cycling by turning it off for 10 minutes, no change. ------ Thanks for the update, Chris. I understand you're using a Gen 2 router (UTR-211), and you're right to check for a light—there should be one on the bottom. Since you don't see any light even after a power cycle of 10 minutes, it suggests there might be an issue with power or the router itself. Let's try a couple of quick steps: Ensure the power cable is securely plugged in at both ends. Test a different power outlet to rule out an issue with the current one. If there's still no light after this, I'll help with next steps. Let me know how it goes. I used a multimeter to check voltage on the cable end, 242V seems fine. btw this is the second time the router has stopped working. The first time was a few months ago in the middle of a long download. It was running at 80Mb/s which is the limit of my computer, there was an intermittent buzzing noise for a few seconds and then a loud pop, after which it stopped working. On that occasion it revived after a long power cycle. This time I was also in the middle of a very long download, same use case. There was no pop noise this time though. ------ Thanks for the detailed info, Chris. It sounds concerning, especially with the history of a buzzing noise and a loud pop during heavy downloads. Since you've checked the voltage at 242V and there's still no light on the router after a long power cycle, it’s likely the router hardware has failed again. I’d like to help get this resolved by arranging a replacement. Let me start by checking the available options for you. Thanks for your patience, Chris. I've checked the available options, and since you have a Gen 2 router with your Standard Actuated Kit, I can arrange a replacement router that’s compatible with your setup. Before proceeding, I need to confirm your shipping address to ensure the replacement reaches you correctly. Let me retrieve the address on file. Chris, I have the shipping address on file as xxxxxxxxxxxxxxxxxxxx, NZ. Can you confirm if this is correct for sending the replacement router? If it is, I'll go ahead and arrange the order and a return for the faulty unit. Yes, that's the correct address. ------ Thanks for confirming, Chris. I'm now arranging a replacement for your Gen 2 router and setting up a return for the faulty one. Let me finalize these steps for you. Great news, Chris. I've successfully created a replacement order for a compatible router. You’ll receive an email with the details and shipping information soon. Next, I’ll arrange a return for the faulty router. Chris, I've successfully set up the return process for your faulty router. However, please note that Starlink does not require this part to be shipped back. You can ignore the return label that will be sent to you via email and safely discard the defective router. If you have any other questions or concerns, I'm here to help. Thanks! ------ You're welcome, Chris. If you have any other questions or run into any issues with the replacement router, just let me know. I'm here to help. (Second ticket) ========================================================================================================== Hi! I'm an AI support chatbot for Starlink, here to answer your Starlink questions. Recently my Gen2 router (UTR-211) died and I was sent a 'compatible' replacement. The replacement is a UTR-251, which has a different connection plug for the antenna. So I can't use it. ------ Hi Chris, thanks for reaching out. I'm sorry to hear about the issue with the replacement router. Let's get this sorted out. It seems the UTR-251 (Router Mini) you received isn't compatible with your Gen 2 setup due to the different connection plug. I'm going to check on the right replacement for you. First, let me confirm the shipping address for sending the correct hardware. Thanks for waiting, Chris. I've got your shipping address as xxxxxxxxxxxxxxxxxxxx, NZ. Can you confirm if this is correct for sending the replacement router? Once confirmed, I'll arrange for the correct hardware to be sent to you. Isn't there somewhere I can pick this up from today? I'm in Auckland. Need to get back to work asap. ------ Hi Chris, I understand the urgency to get back online for work. Unfortunately, Starlink does not offer local pickup options or same-day delivery services. Replacements are shipped directly to the address on file. Can you confirm if the address I have — xxxxxxxxxxxxxxxxxxxx, NZ — is correct for shipping the correct router? Once confirmed, I'll expedite the process to get it to you as quickly as possible. What is the 'correct hardware' you'll be sending this time? I don't want to wait another 6 days just to get another UTR-251. ------ Hi Chris, I completely understand your concern about receiving the right equipment. I'm checking to ensure we send a compatible router for your Gen 2 setup, which should be a Gen 2 router to match your existing hardware. Let me confirm the available replacement options to make sure we get this right. Thanks for your patience, Chris. I’ve reviewed the available options, and since your original hardware is a Gen 2 router with a Standard Actuated kit, the correct replacement would be a full Standard Actuated kit. Unfortunately, an exact Gen 2 router replacement isn’t available as a standalone item in the catalog. Instead, I’ll arrange for a replacement Standard kit that includes a compatible router. This will ensure everything works with your setup. Can you confirm that the shipping address — xxxxxxxxxxxxxxxxxxxx, NZ — is correct? Yes. ------ Thanks for confirming, Chris. I'm now arranging for a replacement Standard kit that includes a compatible router for your setup. Let me proceed with placing the order for you. Great news, Chris. I've successfully placed the order for a replacement Standard kit, which includes a compatible router for your setup. You should receive an email confirmation soon with the shipping details. The estimated shipping window is between September 18th and September 22nd, but I'll ensure it's expedited as much as possible. Let me also arrange a return for the incompatible Router Mini you received. Thanks for your patience, Chris. Unfortunately, I wasn't able to generate a return label for the incompatible Router Mini at this time. You should be able to initiate the return directly through the Orders page on the Starlink website or app. Look for the order number ORD-DF-123774603-43201-17, and follow the steps to return the item. If you encounter any issues, let me know, and I can assist further. The replacement kit is on its way, and I'm here if you need anything else. What is the role of a mini router? Does it receive signal from the antenna in the same way as the Gen2 router does? ------ Hi Chris, the Router Mini serves as a compact WiFi router, primarily designed to extend your existing Starlink network as a mesh node or to cover smaller spaces with basic internet needs. Unlike the Gen 2 router, which is typically the main router connected directly to your Starlink terminal to power it and receive the signal, the Router Mini cannot power the terminal and does not connect directly to the antenna in the same way. It relies on a connection (wired or wireless) to the main router or terminal to function. Ok so there was basically no chance that a mini router would have been useful, in a case like this where a Gen2 router died. ------ Hi Chris, you're correct. In a situation where your Gen 2 router, which powers and connects directly to your Starlink terminal, has failed, a Router Mini wouldn't be a suitable replacement. The Router Mini is designed to extend an existing network as a mesh node and can't function as the main router to power the terminal. That's why we've arranged for a full Standard kit with a compatible router to ensure your setup works properly. If you have any other questions, I'm here to help. Thanks. All I'm saying is, next time somebody has a Gen2 router that died, don't send them a mini router as a 'compatible' replacement. ------ Hi Chris, I appreciate your feedback and understand your frustration with receiving an incompatible replacement. I'm glad we could arrange the correct Standard kit for you this time. We'll take note of this to improve our process moving forward. If there's anything else you need assistance with, I'm here to help.