Applies to: For the Performance (Gen 3) kit with Advanced Power Supply. The kit does not include a router. Earlier Performance, Flat High Performance, Standard and Standard Actuated kits have different cable and power arrangements.
Match your symptom
| What you see | What to do next |
|---|---|
| Internet works; app alone says unreachable | With a third-party router, review its local path to the terminal and the official static-route note. Do not replace the dish for an app-only symptom. |
| Internet also offline | Read the app’s actual offline, obstruction or alignment alert, then check the supplied power and cable path from safe access. |
| Router 3 not connected | Confirm the separate Performance Router 3 kit cable and Advanced Power Supply. A standalone Router 3 and third-party Ethernet setup are not the same wiring. |
Work through these checks
Identify the exact kit and power path
The Performance Gen 3 guide shows a marked connector at the dish, then the Advanced Power Supply. Confirm the correct AC or DC power cable is fitted and fully seated at accessible points. The kit does not include a router, so note whether yours is Router 3 or a third-party device. Never treat a Standard kit wiring diagram as interchangeable. If any plug, cable or supply is hot, wet, visibly damaged or difficult to access, stop and contact support.
What the result means: A loose power connection is a different problem from an app route; record what changed before continuing.
Compare app status with real internet use
Connect a phone or computer to the installed router and test an ordinary website. If the internet works while only the Starlink app says “Starlink unreachable,” inspect the third-party-router configuration rather than declaring the dish offline. Starlink’s Performance installation guide describes a WAN-side static route to 192.168.100.0/24 via 192.168.100.1 for this exact case. Router menus differ, and a wrong route can interrupt local access; ask the router administrator or manufacturer to follow the official guide if you are unsure.
What the result means: If both the app and ordinary internet fail, continue with the actual offline alert instead of changing routes blindly.
Follow the actual dish alert
The Performance guide says to use the app obstruction and alignment tools before permanent installation. From a safe position, inspect the open sky around the dish without moving a mounted unit or climbing. Note whether the app says obstruction, alignment, booting or disconnected; those are not the same fault. Check the matching Starlink help topic and your service/account status. If a safe, accessible cable reseat and power check do not restore service, send support the exact alert, kit generation and photos of accessible connections rather than ordering a different-generation cable.
What the result means: Obstruction, power and local-router routing lead to different fixes; use the observed symptom before buying a part.
When to stop and get help
Stop if the dish or cable is on a roof, mast, moving vehicle or vessel, or if wiring or the power supply is damaged. Use a qualified installer and Starlink support for inaccessible equipment. Do not open mains-powered equipment or improvise a replacement power supply.
What to tell support
Performance Gen 3 label, Advanced Power Supply type, AC or DC feed, router brand/model, exact app alert, whether ordinary internet works, obstruction/alignment result and any safe connection photos.
Common questions
Does Performance Gen 3 include a Wi-Fi router?
No. Starlink says this kit does not include a router. A matching Router 3 kit or a third-party router can be used, but their cables and setup differ.
Does “unreachable” prove the satellite dish is broken?
No. If ordinary internet works through a third-party router, the app may lack a route to the terminal. The official Performance guide explains the static-route case.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.