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FAQs

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A:

  • Crew members gain access through the purchase of prepaid physical or virtual cards sold in denominations of $25 and $100
  • Users log into the CREWlink Service using their account number and PIN
  • Once logged on, users see a window with their connection status and available credit

A:

First let’s do the data usage calculation to understand the requirement based on this example.  With an average download speed of 64 Kbps for one hour you would consume 28.8MB (64 Kbps x 60 sec/min x 60 min/hour)/(8 bits/byte) = 28.8MB.  With a two hour 15MB trigger BMC for the FX 1 plan a customer would trigger BMC in the first ½ hour of the download.  For the remainder of time, once BMC triggered you would be reduced to a speed of 32 Kbps (see chart above) for that two hour window.  Therefore if this is a typical scenario for this vessel then a different plan or a monthly BMC option should be considered.

Let’s try an FX 2 plan and see if that is the right plan using the same scenario.  The FX 2 plan has a two hour BMC trigger of 30MB.  In the example above the download consumed 28.8MB in an hour at an average speed of 64 Kbps, which would not have triggered BMC.

A:

KVH can provide a service called “CREWlink” to your existing system, which provides Internet access and VoIP paid for by the crew in a "Split Billing" scenario. The customer will be invoiced on a standard service plan (only OP plans allowed) for their own usage.  A secondary pre-paid billing channel is then configured by KVH Professional Services.

If a customer desires, a pre-paid VoIP line can be setup on one of the ICM VoIP lines, or an additional VoIP device can be purchased.  The customer will then purchase pre-paid account numbers and PINs from KVH and sell them to the crew for pre-paid access to the Internet and VoIP calling.

A:

Yes. The KVH Extended-Standard Warranty transfers if the equipment is relocated by KVH or a CSN partner

A:

Yes. The KVH Extended-Standard Warranty transfers if the uninstalled equipment is reinstalled by KVH or a CSN partner. 

A:

No.  A Preventative Maintenance Check makes recommendations on a necessary service. If the customer elects to have the service recommendations done, those activities are warranted, either under the terms of the full warranty or, if a non-warranty item, for 90 days. 

A:
  • Phase 1:
    • All new customers will be presented OneCare Service
    • By KVH channel partners at time of sale or
    • By KVH directly at time of service activation
  • Phase 2:
    • KVH will be offering OneCare service to existing customers, who did not purchase GlobalCare Service, before their current airtime contract expiration
  • Phase 3:
    • Current GlobalCare customers will be offered by KVH:
    • Elements of OneCare not offered under GlobalCare Service
    • A migration path into OneCare Service when their current GlobalCare contract expires
A:

Yes.  Viewing IP-MobileCast is the same experience whether if the user is a CREWlink IP-MobileCast user or a non-CREWlink IP-MobileCast user.

A:
  • Extended-Standard Warranty is an internal description meant to convey the fact that the warranty terms and conditions are not changing except for the term of the warranty, e.g. the entitlement’s start and end date
  • All marketing collateral will refer to this offer as an Extended Warranty


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