Starlink brings walk-in support to Nigeria through Konga retail stores

Starlink, a global satellite internet provider, has begun offering in-person customer support through select Konga retail outlets nationwide, the company said in an email to subscribers on April 18. This is the first time it is enabling physical support in Africa, where assistance has been limited to app-based tickets and online help centres.

According to HighSpeedInternet, Starlink does not operate physical stores of its own, and until now, in Nigeria and across Africa, its registered office addresses were not staffed for customer support and did not handle inquiries, deliveries, or returns. Users with hardware or service issues had no option but to navigate the company’s online ticket system, a friction point in markets where consumers have a strong preference for face-to-face service interactions.

Konga is Starlink’s largest retail partner in Nigeria, and the two companies have worked together since at least Starlink’s Nigerian launch in 2023. Konga operates 25 retail stores across Nigeria, with locations in Lagos, Abuja, Port Harcourt, Kano, Owerri, Ibadan, Enugu, Asaba, Uyo, Warri, and Onitsha. The two-year partnership had previously covered hardware sales and free nationwide kit delivery. Since it began, the arrangement has coincided with Starlink rising to rank among Nigeria’s top three internet service providers.

That growth helps explain why the support model needed to change. As of Q2 2025, Nigeria had 66,523 Starlink subscribers, making it the country’s second-largest fixed broadband ISP by subscriber count. At current growth rates, analysts project Starlink will become Nigeria’s top ISP by mid-2026. A support model relying entirely on app tickets becomes harder to sustain as hardware issues, returns, and setup queries accumulate at that scale.

The demand for a physical touchpoint has also been a recurring complaint. A documented friction point since launch has been the absence of an office to visit partly rooted in past experiences with online fraud and a retail culture built around in-person trust. Subscribers in Nigeria who encountered faulty equipment or connectivity problems had no recourse beyond waiting days for a ticket response, a poor fit for a service where the standard kit costs ₦590,000, with a monthly residential subscription of ₦57,000.

Starlink’s email directs users to the Konga store locator to find the nearest location. The email does not specify whether in-store support covers hardware replacements, returns, or troubleshooting only.

Starlink is currently active in 19 African markets, but has not made a similar move for any other market on the continent.

Last updated: April 19, 2026