A clear point of contact after installation day

From the day your SBPM Care membership starts, our dedicated Customer Care team is here to help with questions about your covered installation, membership and annual visit.

You do not need to work out who to contact or coordinate the next step yourself. Email us and we will review your request, explain what happens next and, where on-site assistance is appropriate, coordinate directly with your local installation partner.

Contact SBPM Care

Email: support@sbpmcare.com

Opening hours: Monday to Friday, 9:00am to 5:00pm UK time, excluding UK bank holidays

Our response commitment: we will respond to your email within two working days.

You can email us at any time. Messages are reviewed during our published opening hours. Working days do not include weekends or UK bank holidays.

Why we use email

Email gives you and our team a clear written record of your request. It allows us to review the relevant information, involve the right operational team or installation partner where necessary, and track each request through to the appropriate next step.

What we can help with

• questions or concerns about the physical Starlink installation covered by your SBPM Care membership;
• visible issues involving the dish, mounting, cabling, router position or installed setup;
• helping determine whether a concern may relate to the physical installation;
• planning or changing your annual Care visit;
• questions about your Care Report and its recommendations;
• coordination with your local installation partner when on-site assistance may be needed;
• questions about your SBPM Care membership, payments or cancellation;
• complaints, accessibility requests or other service-related concerns.

Not sure who can help?

If you are unsure whether an issue relates to the physical installation or the Starlink service itself, start by emailing us. We will review the information you provide and help identify the appropriate next step.

If the matter relates to your Starlink account, internet subscription, billing, network availability or a wider service outage, we may direct you to Starlink Support. SBPM Care is provided by SBPM Partners and is separate from your Starlink internet subscription.

What happens after you contact us?

1. We review your request. Our Customer Care team reviews the information you have provided and checks the relevant membership, installation and service details.
2. We explain the next step. Where possible, we will answer your question or provide clear guidance by email.
3. We coordinate support where appropriate. If the concern may require on-site attention, we can coordinate the next step with your local installation partner. Any repairs, materials or additional work that are not included in your membership will always be explained and quoted separately before work is carried out.
4. We keep you informed. Some issues may take longer than two working days to resolve, particularly where further investigation, Starlink Support or an installer visit is required. In that situation, our first response will explain what happens next and when you can expect a further update.

Help us respond efficiently

Please include the following information in your email:

• your full name;
• the email address connected to your SBPM Care membership;
• your installation address;
• your order, appointment or Care Report reference, if available;
• a short description of the question or issue; and
• relevant photographs, screenshots or error messages, where helpful.

Safety and urgent situations

SBPM Care is not an emergency service. Do not climb onto a roof, approach unsafe cabling or touch damaged electrical equipment.

If there is an immediate risk to people or property, contact the appropriate emergency service or utility provider first. Once the situation is safe, email Customer Care so we can advise on the next step for the covered installation.

Accessibility and alternative formats

If you need a reasonable adjustment or information in another format, contact us and explain what would help. You do not need to disclose a diagnosis. See our Accessibility Statement for more information.

Not satisfied with our response?

Please tell us if you feel your question or concern has not been resolved. You can ask for the matter to be handled as a formal complaint. More information about how we investigate and respond can be found in our Complaint Procedure.

Support you can rely on beyond installation day

Whether you have a question about your installation, need help understanding an issue or want to arrange your annual visit, SBPM Care gives you one clear place to start.

Email: support@sbpmcare.com

Response: within two working days.