I purchased a SimpliSafe 10‑piece kit and hired OnTech for the installation. Unfortunately, my first technician created a very bad experience: he made me purchase 24 additional items — many of which were completely unnecessary, as the second technician later admitted. None of those items were returnable, which was extremely frustrating.
To make things worse, I was charged more than $900 upfront for the second installation. The second technician did a good job and was honest about what was actually needed, but the excessive charges and the unnecessary purchases pushed by the first technician left me very disappointed with the overall service.
I hope OnTech improves the consistency and integrity of their technicians, because customers should not be pressured into buying items they don’t need or paying such inflated installation costs.
DG
Dick G.
They Don't Listen
One month ago I paid you folks to install my newly rented Starlink Standard 4X kit. Before the installation I called to ask if I needed to buy a pole mount adapter to reuse my old dish’s rooftop mounting post. I was told “no, the tech has everything needed for an installation and it’s all included in your price.” The tech came to install the kit. one month ago today. I mentioned that we have a lot of wind and that a pole mount would be much preferable to just putting the antenna lying loose on the roof. But he told me that there was no adapter that could mount the new antenna on my existing pole (1.75” OD). So he installed the antenna using its temporary kick stand and just laid it flat on my flat room.
Satellite alignment was perfect, but 2 weeks later the Starlink app told me that the antenna was misaligned by 19 degrees. I called and asked if fixing that was included in my original contract. A new tech came the next day to fix the alignment problem. I specifically told him that we are in an area of high winds and that this was likely the cause of the new misalignment. He again simply laid the antenna flat on the roof. Just 48 hours later I lost all my internet connectivity.
The Starlink app and multiple phone calls to their AI agent, and live agents diagnosed “a hardware problem” and they shipped me a new router which took 5 days to arrive. This did not fix the problem. Next they said the problem was likely to be the power supply “because it didn’t show any lights.” It DOESN’T HAVE lights! Because that wasn’t going to be readily available, they then suggested that I go buy an entirely new KIT, which I did for $350, planning to return their rental equipment.
Still thinking that it was a hardware problem, probably a faulty antenna, and that your tech had just repositioned it 2 days before the system failed, I elected not to call you to come repeat a roof top installation. I’m 78 years old and disabled, but yesterday I placed an 18’ extension ladder against the house and climbed to the roof carrying the new antenna, because I was having major surgery today which would make the climb impossible. Much to my amazement and disappointment when I reached the roof, I found the antenna UPSIDE DOWN lying on its face. Gosh, I guess that IS a “hardware problem!” I have now ordered from Amazon a $30.22 pole mount converter for the antenna and will install it AFTER I’M recovered enough from surgery to repeat my aerial act climb and after I get Starlink to finally activate the new KIT!
I don’t understand why your technicians denied the possibility of using the most appropriate mounting hardware despite being made aware of a wind issue, and after I was told you supplied all the necessary hardware. Nor do I understand why the second tech just repositioned the antenna on the flat roof, knowing that in all likelihood the recent shift in alignment was due to wind. An OnTech phone rep told me today that they “don’t do pole mounts!”
To say that I’m DISAPPOINTED is an UNDERSTATEMENT and I will freely express that opinion to others if asked. My $110 installation fee was completely wasted since I’ve had to install the new system by myself and purchase the proper converter pole mount myself, PLUS I’ve lost a week of internet connectivity!
