If you are a Starlink priority data user who subscribed through TelOne or ZODSAT, you might be experiencing internet connectivity issues this week, and you are certainly not alone. A significant number of business and priority users have reported that their Starlink service has been abruptly cut off, leaving them without the high-speed connectivity they rely on.

Upon checking their Starlink portals, affected customers are being met with error messages stating, “No active subscription” and that their service has been placed in “restricted mode,” according to screenshots shared with our team. This has effectively rendered their expensive satellite kits useless for the time being.

Why people are using TelOne and ZODSAT to get Starlink

To understand this issue, it is crucial to understand how Starlink operates in Zimbabwe. There are two primary ways to get a connection: standard Residential packages and high-tier Priority (or Business) packages. However, for months, Starlink’s own map has shown that residential capacity in Harare and its surrounding areas is completely full.

This has closed the door for new residential customers in the country’s most populous region. A previous loophole, where users could activate a kit in a less congested area in Zimbabwe and enable roaming for use in Harare, was also shut down by Starlink. If you want to be on roaming you have to go as far as Malawi and at the end of the day the hustle and trouble of doing so is just not worth it compared to going through the reseller option. This has made authorised resellers the only viable channel for new users in these “at-capacity” zones to get connected.

In Zimbabwe, there are five such authorised resellers:

• TelOne
• ZODSAT
• Dandemutande
• Frampol
• Aura

These companies are approved by Starlink to sell hardware, manage subscriptions, and provide value-added services like complex installations and local payment solutions. TelOne, with its vast experience and infrastructure, and ZODSAT, a long-time provider of satellite internet to remote entities like mines and farms, became key players in distributing Starlink’s business packages. They enabled many individuals and businesses in Harare to access the service when direct sign-ups were impossible.

Money Matters: The Likely Culprit

While there has been no official statement from Starlink, TelOne, or ZODSAT, the evidence points towards a payment-related issue. The “No active subscription” error is typically displayed when Starlink has not received payment for a service. In the reseller model, customers pay their monthly subscription fees to the local partner—in this case, TelOne or ZODSAT—who is then responsible for remitting those funds to Starlink in the United States.

The fact that the service disruption is specifically affecting customers of these two resellers, while those on other platforms remain connected, strongly suggests a targeted restriction by Starlink. The most logical reason for such a deliberate cutoff is non-payment although this could be due to other issues. The screenshots shared by the affected customers clearly show that the ISPs in question receipted amounts for the service. So the customers paid. Could it be there were delays in remitting the funds? We cannot say for certain.

While no one could talk about the cause there were several anonymous sources within TelOne, who wished to remain anonymous as they are not authorised to speak on the matter, who confirmed they were aware of the disruption affecting their Starlink clients. They indicated that a plan was in motion to restore service as quickly as possible and to ensure the problem does not happen again.

A Disruption in a Market Starlink Dominates

This service cutoff is particularly significant given Starlink’s meteoric rise in Zimbabwe. According to the latest Q1 2025 report from the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ), Starlink now accounts for a staggering 83% of the country’s entire international internet capacity usage. This is an astonishing figure, especially considering Starlink serves just 9% of Zimbabwe’s fixed internet subscribers, numbering around 27,000 as of March 2025.

This massive data consumption is likely fuelled by Starlink’s unlimited data packages and its ability to connect previously underserved rural areas, unleashing pent-up demand for high-speed internet. This dominance makes any service interruption, particularly one affecting priority business clients via major national resellers, a critical issue for the country’s digital economy.

Frequently Asked Questions (FAQ)

Q: Why has my Starlink service been restricted?
A: The most likely reason is a payment issue between your reseller (TelOne or ZODSAT) and Starlink. The error “No active subscription” suggests that Starlink has not received payment for your account, leading them to restrict the service.

Q: I have already paid my subscription to TelOne/ZODSAT. What should I do?
A: Your first point of contact should be the reseller you paid. Anonymous sources at TelOne have confirmed they are aware of the problem and are actively working on a solution.

Q: Are all Starlink users in Zimbabwe affected?
A: No. The problem appears to be confined to Priority/Business package customers who are subscribed through TelOne and ZODSAT. Users on residential plans or with other resellers are not affected.

Q: Why do I need a reseller to get Starlink in Harare?
A: Starlink’s residential service is at maximum capacity in Harare and some other urban areas. Therefore, the only way to get a new connection in these locations is by purchasing a Priority package through an authorised reseller.

Q: What is a Starlink Authorised Reseller?
A: These are companies officially approved by Starlink to sell its hardware and manage subscriptions. They are crucial for business clients who may need additional services like professional installation, integrated billing, and local customer support.

Conclusion

The current situation highlights a potential vulnerability in the reseller-based distribution model. While it provides a crucial gateway to services in high-demand areas, it also introduces an intermediary in the payment chain. If that chain breaks, it is the end-user who suffers the immediate consequences. For the affected customers, the only recourse is to pressure their service providers, TelOne and ZODSAT, for a swift resolution. For the resellers, this incident serves as a stark reminder of the importance of maintaining seamless financial relationships with their international partners. Given Starlink’s immense and growing importance to Zimbabwe’s connectivity, ensuring such disruptions do not recur is paramount for all involved.